r/AirBnB • u/iraqicamel • Sep 14 '24
Question House manual says "bring linens," listing description and photos do not. [USA]
I booked a 4-week reservation over two months ago where the photos show that the two bedrooms have sheets, blankets, and pillowcases. There are also towels in the bathroom.
Reservation starts in a few days and I get some kind of automated message from the host to remind me that the house manual says to bring linens and towels.
Totally surprised by this, I reviewed the listing description. Says nothing about needing to bring linens and towels. I review house rules, says nothing as well. But the house manual, which is hidden from me until I make payment, says I may be required to bring my own linens and towels. I did not bother to even fucking consider that as the photos and descriptions showed otherwise. The house manual is usually reserved for "takeout the garbage, start the dishwasher," and other things for check-in/out, not "bring your own linens and towels." That should have be displayed to me BEFORE confirming the reservation.
Airbnb support ambassador so far seems to agree with the host, although they have assumed this information was available in the listing description, while it is only in the manual. Their first response was "sorry, we can't override, it's in the listing description." After following up with screenshots showing it isn't in the description or rules, they responded "it must be in the house manual." What a joke.
Am I at fault here? Can anybody put whatever they want in their house manual these days?
Edit 1 - Airbnb contacted the host and let them know that linens would be expected since they did not put any requirements in the listing description. Host is angry about it and creating an uncomfortable situation for us, writing aggressive messages, manipulating us to cancel. We're not going to cancel. I pasted the screenshots to Airbnb and waiting on their response. This is an entire home that is like a guesthouse on the property, hosts live next door. It is about 30 minutes outside of a major US city. It is not a beach or cabin rental, and nowhere in the reviews, listing description, or house rules did it specify that linens and towels would be required.
Edit 2 - Host came to their senses and apologized. Their apology had zero connection to their initial aggressive message, instead citing a mistake they "didn't know about." Basically, they understood we weren't going to cancel, and weren't going to say anything stupid despite their provocations. They are definitely unhinged but not idiots after all. They've chosen to save face, their rating, and their pockets at the end.
Lesson here - get Airbnb involved and document everything. It's policy that will protect you at the end, not the goodwill of hosts, if that even exists.
76
u/RosesareRed45 Sep 14 '24
Since I fly a lot of places and try to travel light, this would be unacceptable for me. I have never run into it.
55
Sep 14 '24
You are 100% right. Talk to someone else, post on Airbnb twitter in private and then if that doesn’t work, then post publicly. The agent seems to be misunderstanding and then not caring: if its not on the listing, then its not part of the contract. Thats the basis of not only airbnb, but literally every contract. I’ve had idiot customer support before, I kept trying, and then would phone to talk to someone else, and I’ve had a successful resumption every time.
25
u/Shibi_SF Sep 14 '24
My cousin in law (is that a thing?) experienced this on a recent trip to France. She rented an airbnb flat and was warned that the upper floor was still under construction (one room was unfinished and unfurnished), but she and her brother and my brother in law would have enough space/beds to stay there for a week. On her way to the airport to fly from the NY to Toulouse, she received a message from the host: “don’t forget to bring your sheets and towels”. She bought a blanket at the airport, but the other two did not… and, they had no sheets or towels for the week. She never mentioned seeing a house manual or receiving any sort of communication about the absence of linens until the message. UGH I would have been so distraught without sheets and towels.
26
u/Pashta2FAPhoneDied Host Sep 14 '24
That is completely unfair of the Host to spring something like that on people. It should be made clear BEFORE booking, for sure! Nobody carries around extra sheet sets while traveling! I think Airbnb will back you up on it if you explain to them, and prove it, that it was not made clear before you booked.
BTW, who the heck makes people bring their own sheets, anyway?!? That's just crazy.
11
u/Epantz Sep 14 '24
I rent little bunkies and cabins in the woods where they barely have running water, so you bring your own linens. And drinking water lol. It’s a totally different vibe than renting a house or apartment.
You have to have a car, linens for even 1 person take up a lot of space unless you’re using a sleeping bag.
It is always very clear in the listing and the photos never have linens or pillows shown, just bare mattresses.
2
u/Pashta2FAPhoneDied Host Sep 14 '24
Well that makes sense. But it sounded like OP was not in the country.
6
u/Icanhelp12 Sep 14 '24
It’s 100% a normal thing in beach towns. I live in Massachusetts and if you want to rent a house on cape cod (whether you’re renting via Airbnb or not) there’s def a big chance you’re bringing your own linens. Or, you’re discussing it with the host/owner and paying more to have linens provided.
That being said: in this case, it wasn’t in the listing and that’s not acceptable.
2
u/Pashta2FAPhoneDied Host Sep 14 '24
Well, what is the reasoning behind it?
3
u/Icanhelp12 Sep 14 '24
A lot of those small cabins/small cape homes didn’t have laundry in them. So they’d just tell people to bring their sheets and take them with them.
2
u/caro9lina Sep 16 '24
Certainly not if you are flying to your destination. A host shouldn't even rent to someone from another country if they're going to require guests to pack sheets and towels.
-1
u/keithcstone Sep 14 '24
No sheets and towels was the norm for many resort areas for decades before Airbnb existed. It enabled families to vacation on a budget. If you’re used to hotels then you’re used to sheets and towels provided. If you grew up renting cabins at resorts (or from individuals) you are used to bringing them or arranging a linen service.
2
u/Pashta2FAPhoneDied Host Sep 14 '24
I guess if it's in the middle of nowhere, then yeah. But it sounded like that wasn't the case for OP.
1
u/keithcstone Sep 14 '24
Middle of nowhere? That was a common practice in many of the popular beach and lake resort areas. As recently as 4 years ago I had a separate linen service for a place on Ocracoke Island. Either you're really young or don't stay in anything but hotels much.
5
u/Pashta2FAPhoneDied Host Sep 14 '24 edited Sep 14 '24
LOL. Definitely not young. I have never stayed in an Airbnb, but I am a Host and include sheets.
Nobody should make people bring their own sheets in most circumstances. It's like cleaning, it should be done by the Host. Traveling is stressful enough as it is! The only time it mashes sense is if it is in the woods or where the owner can't get to it very often, and if that's the case, the price should be low.
0
u/keithcstone Sep 14 '24
I'm also a host, and I include sheets and towels too, but my point is not including sheets is not something only done in the middle of nowhere and used to be very common practice that started long before Airbnb ever existed. In resort areas where there are cleaning services, linen services, property management all as separate established entities those things don't disappear just because AirBnb comes to town as a marketing entity.
6
u/Pashta2FAPhoneDied Host Sep 14 '24
Well, Airbnb does exist, and travelers are expecting to find sheets when they rent a place, as you can see by the vast majority of the responses in this thread.
So, if it is different, the Host MUST inform the guests prior to booking. I am sure Airbnb will agree with the OP if they were not notified prior.
-1
u/keithcstone Sep 14 '24
No evidence the host didn't inform the guest, just that the guest expected an amenity that may not have been listed. The host may just be doing what they've always done in line with that area. For sure Airbnb expectations are different than traditional STR, and the host should have done better with that, but honestly I lay that blame on AirBnb because they are actively recruiting hosts that have been using private PMs or VRBO for years and they are using the same policies on all three platforms which advertise them in different ways.
I'll use an example of a lakefront resort I stay at the midwest. They've been around for over 100 years and have had the option to rent some of their rooms with or without linens for nearly all of that time. AirBnb approached them to list, so they put one of their buildings up with rooms either with linens or without, the latter obviously cheaper. Their no linens listings did not have linens as an amenity and many people picked the cheaper of the two without checking the amenities. Turned into too much hassle so they no longer deal with Airbnb.
I personally think longer term rentals like the OP mentioned are ill-suited for AirBnb as the clientele is expecting services in line with hotels and resorts.
3
u/Pashta2FAPhoneDied Host Sep 14 '24
No evidence the host didn't inform the guest, just that the guest expected an amenity that may not have been listed.
The OP specifically said it was not listed in the description and was only in the house manual, which isn't available until after booking.
Your story gave more evidence to the fact that almost all travelers expect sheets to be included. It seems that your experience with sheetless properties may seem normal to you, but not everyone else. We all have different life experience, it's ok.
11
u/NomadLife2319 Sep 14 '24
Did they select linens & towels in their amenities? If it’s only in the manual and as ‘may need’, I’d push back on Customer Service. This should have been clarified by the host at the time of booking.
3
u/iraqicamel Sep 14 '24
I posted an update as Airbnb sided with me and asked host to provide those items. They have responded aggressively and are trying to make us cancel. We'll see where this goes. Linens and towels are shown in the photos as well as the amenities.
5
u/Hallmarxist Sep 14 '24
That’s an insane requirement. Also like, “bring your own toilet seat.”
4
u/iraqicamel Sep 14 '24
I asked Airbnb "what if in the House Manual, they wrote to bring our own pillows?" Their response is that it depends on other factors whether that would be permissible. Absurd.
1
4
Sep 14 '24
I travel as light as physically possible, this would be a massive deal breaker for me. Ain't no way I'm gonna be carrying bed linens. Fuck outta here, I'm on vacation.
3
u/iraqicamel Sep 14 '24
Yup. And we're arriving around the very early morning hours, so it's not like we're guaranteed to have access to a store that sells these things at that hour anyways.
4
5
u/Marebold Sep 14 '24
What did the comments say?
I think this is very unreasonable to ask of guests, especially for short term stays. How long are you staying there?
As a host, I would never ask this for short term stay.
7
u/TheOtherPete Sep 14 '24
I booked a 4-week reservation over two months ago
7
u/Marebold Sep 14 '24
Damn two months ago, that host really need to put that information somewhere else
4
u/iraqicamel Sep 14 '24
Airbnb's definition of long-term stay begins at 28 days, which is the length of our reservation. The comments did not say anything about brining own linens, blankets, and towels. They have over 70 reviews.
2
u/Kvalri Sep 14 '24
I’ve been told that this is a thing in the South East, like the Carolinas. I would never book a place where I had to bring my own linens but there are some people who always bring their own no matter what lol
2
u/iraqicamel Sep 14 '24
We were staying in small NC mountaun towns for most of the summer and did not run into any issues with linens and towels. Agree that it's complete nonsense.
2
u/caro9lina Sep 16 '24
I live in South Carolina, and I've never heard of this. Doesn't mean it doesn't happen, but I certainly don't think it's common.
2
u/WildWonder6430 Sep 14 '24
This is not uncommon in some places in Europe, especially France. They usually give the option of bringing your own linens or renting a linen package that is professionally laundered. Host should make it perfectly clear however!
1
u/tcbintexas Sep 14 '24
OP: you should ask the host if they provide dish soap, paper towels, TP, etc. Or do they just provide a “starter pack”?
1
u/iraqicamel Sep 14 '24
We're not expecting much, we don't mind buying those things. I've used Airbnb a lot and for longer rentals have noticed that around 1/2 of hosts will not provide toilet paper, dish soap, etc for that long of a stay.
1
u/TheLemonChiffonPie Sep 20 '24
I realise that this doesn’t help you now but I always pack a single (6ft x 3ft) duvet cover when I travel as it doesn’t take up a lot of room but in case the provided linens aren’t up to scratch then I can get in it like a cotton sleeping bag.
It’s saved my ass many, many times!
But not providing linens when the pics show them and the listing doesn’t mention that is really crappy - sorry this happened to you…
1
u/P162246 Nov 15 '24
Ironically I’m in an opposite situation with an air b&b I just stayed at. I have an old ankle injury that flares up sometimes and I have this oil based ointment I used to relieve pain. I used a different brand than I normally do while I stayed there. A cheaper off brand. Anyway, I’m an idiot for not wearing a high sock to cover it up. I just didn’t think about it. I’m human and it was an oversight. I guess it stained the sheets and the comforter every night. I didn’t slather a bunch on but I was there for a week and used it every night. The host is understandably frustrated and pissed. I’ve apologized out of my ass and even sent him YouTube links suggesting different methods. I’d fly back and try to clean it myself if I could. But his messages to me have been so hostile and mean. He told me he’s going to file a $1k claim against me. After this shit I plan on bringing my own sheets and blankets to an air b&b from here on out. This host is truly giving me hell.
0
u/Mkwatt Sep 14 '24
Requiring guests to bring their own linens& towels is pretty common in some places, particularly vacation destination. I’m a host on Cape Cod, and while I do provide linens/towels, many rentals either ask you bring your own or provide the option to rent linens from a local company that will deliver them. That being said, it should 100% be made clear in the description and at least give you the option to rent them.
3
u/iraqicamel Sep 14 '24
That's fair, and I understand each place has their own setup, rules, etc. If the description, rules, photos, and reviews made any indication that linens, blankets, and pillows were not provided, I would have booked another place. The host sending me this message a few days before my reservation and now asking that I cancel because they're not happy that Airbnb intervened is very deceiving.
-1
u/HereComesFattyBooBoo Host Sep 14 '24
Its been a standard in vacation accomodations for many many years in many places in Europe. I personally hate it but eh, it is what it is. Obvs not hotels but vacation parks and holiday homes etc many, so many follow this model in the EU.
7
u/AltruisticVanilla Sep 14 '24
What do you do if you are flying? Check a bag of just towels and bed sheets?
3
u/HereComesFattyBooBoo Host Sep 14 '24 edited Sep 14 '24
Ah but those miserly vacationpark owners have solutions for that! For the cheap price of a limb and many euros you can rent a dilapidated pile of ultra thing scratchy sheets and the thinnest oldest but not quite-holey yet towels. Just a single towel each for a 3week stay though. And you best return it all or pay to replace them. And the replacement value is of course for nonscratchy halfway decent towels that you dont get to use.
I rented a cabin once in Denmark, didnt have anything because we flew in. Had to rent them. Then in freaking November hot water only lasted two minutes because it had one of those halfsized boilers. Sigh.
-1
u/LompocianLady Host and Guest Sep 14 '24
OP should ask their host to help arrange for linen service. I'm guessing the host can pay someone to provide it, though there will likely be a charge. Unfortunately, if linen service has not been indicated as an amenity provided, guests should not expect it (as counter to many traveler's expectations as this might be.)
There are many properties where linen service has never been provided, especially true in towns that have been short term vacation areas for generations. The capacity for providing linen service is often not feasible in those locations for various reasons. And, historically, most guests arrived with transportation and supplies, not relying on the town to provide them. It's only recently that people from other areas even had access to these towns for short term stays.
Obviously the listing should state this upfront, in the description! However, on Airbnb the list of provided amenities is shown for every property (it's just that most guests don't think to look for something this basic.) OP is not going to win this battle!
I have a vacation property in a town where there is no infrastructure for linen service: no laundrymats, no linen service providers, no cleaning services willing to make up beds, and many properties unable to accommodate commercial size washers and dryers. It's very expensive for me to provide linen service (about $400 per guest stay) but I do this. And on Airbnb I just raise my rental prices to pay for it, as any host who charges the actual cost of preparing for guests in their cleaning fee find guests leave the property filthy since "we paid for cleaning, I'm not lifting a finger to do any housework." My cost for each clean and linen service is $700 if the guests leave it clean, more if not. I charge guests $325. (5 bath, 6 bedrooms, sleep up to 25.)
-5
u/emzim Guest Sep 14 '24
If linens weren’t listed in the amenities then you can’t assume they are provided. Is this stupid? Yes. But it is how Airbnb works. It is misleading to show pics with linens that aren’t provided though so you might be able to argue that point.
3
u/iraqicamel Sep 14 '24
Airbnb has sided with me and the host isn't happy and is asking me to cancel. In their own words, they are "annoyed."
Listing description, reviews, photos, and house rules do not indicate that linens, blankets, and towels will be my responsibility. They are displayed in the photos. If the house manual (which again, is not displayed until AFTER a reservation is made) says I need to bring my own pillows and mattress, would that be acceptable? I'm glad Airbnb has sided with me but host is going through the emotions and now manipulating me into canceling. I will make sure they cancel and deal with the consequences.
-4
u/keithcstone Sep 14 '24
I assume this is a resort area. Bringing linens or using a separate linen service has been around for probably a century in resort communities in the US (and maybe elsewhere, but I can only speak for the US). Long ago they called it “American Plan”.
Airbnb’s encouraging people to list opened the door for people that had been doing STR for decades before Airbnb existed listing their properties. My guess is they are also listed with a local property manager and also on VRBO. That linen fee or requirement probably is on the PM’s web site, but didn’t make it into the Airbnb listing.
At this point you can work with Airbnb support to cancel, but you’re going to run the risk of it being shown it was listed and you missed it, or it was deliberately left off the list of amenities. If so you may not get a full refund.
You could also ask the host about a linen service in the area.
Either way it’s unlikely you going to have linens on your stay without paying more.
3
u/iraqicamel Sep 14 '24
Not a resort area, it's about 30 minutes outside of a major US city. I've updated my post with clarification and update if you're interested.
-4
u/DevonFromAcme Sep 15 '24
So what's your endgame here?
You could have Amazon prime $50 worth of linens to the guest house that would've been sitting there waiting for you when you arrived.
Instead you've now antagonized a host (to the point that they're trying to get you to cancel) that you are going to be living right next to for an entire month?
While I agree 100% that the listing should have made it crystal clear that you needed to provide your own linens, i'm not sure that the strategy you've chosen to address this is going to result in a warm welcoming host and a comfortable stay.
4
u/iraqicamel Sep 15 '24
That's a defensive and insecure way to look at things. I mean, the host "could have Amazon prime $50 worth of linens to the guest house" as well. That would have been much smarter.
Instead, the host could take responsibility and say "my bad, I should have included this in the listing. I will provide you with linens and towels." That would be the professional way to do things.
Now, the "end game" has two conclusions.
One, they cancel and deal with the penalties. Their calendar will be blocked for a month. Their reviews will show that they cancelled one day before, or the day of arrival. They will deal with a fee. They will risk losing superhost.
Two, the reservation goes as planned. And I will not forget this nonsensical "waiting game" because the host is insecure and embarrassed that I contacted Airbnb. When I leave a review, I'll gladly let everybody know aboit the experience.
Instead of worrying about "antagonizing the host," you should worry about the contract and protections we have in place to protect the consumer. I've been in this game longer than everyone I stayed with, over a decade before the company's IPO. Worry about your perspective before worrying about someone else's strategy.
-5
u/DevonFromAcme Sep 15 '24
I'm not "defending" anything. You can go on all day about the host "should should should." I agree with you. The host "should" have done a lot of things. They didn't.
Your end result, however, is that you're going to end up living next to a pissed off host for a solid month, just for the principle of the thing.
You are clearly somebody who will stand on principle to your own detriment. Good luck with that.
3
u/iraqicamel Sep 15 '24
I'm not here to babysit the hosts emotions because they fucked up, multiple times. I'm here to get a rental as advertised, that's it.
You seem to be a host who thinks that the consumer should make a million compromises for. Your customer isn't here to hold your hand and stroke your ego. If you think so... Good luck with that.
-3
u/DevonFromAcme Sep 15 '24
We run a high-end listing, and we provide absolutely everything our guests could possibly want and more. Of course, they pay very well for it.
Believe it or not, we even manage to make total assholes like you happy on a regular basis.
Good luck with your rental. I suspect you're really going to need it.
0
u/caro9lina Sep 16 '24
Brand-new sheets, blankets and towels for two bedrooms for $50? Is this what you pay on Amazon? It seems unlikely. Also, it is not the guest's responsibility to pay for the host's deceptive listing.
0
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