Big Ben Suite
Host Club

Big Ben Suite / Host Club

The problem library for working hosts.

One hundred real situations hosts have to handle. 2 titles have an exact completed guide and 2 have clearly labelled related reading. The remaining 96 article titles are marked planned until their evidence and full copy are ready.

100 host problems4 sourced guide links10 categories
Big Ben Suite property assessment at £900 per property, professional setup at £5,000 per property with refund guarantee subject to agreed written terms, and optional management at 10% plus VAT.
Property assessment: £900 per property. Professional setup: £5,000 per property, with a refund guarantee subject to agreed written terms. Optional ongoing management: 10% + VAT.

All 100 problems

001Uncertainty about who is actually using the booking accountplanned002The person who made the booking will not be stayingplanned003A minor is proposed as the person who will stayplanned004Uncertainty about which adult will be stayingplanned005A request to hand the key to a third partyplanned006Pressure and abusive messages about handing over the keyplanned007The people staying are changed at the last minuteplanned008Uncertainty about whether the actual guests are registered on the bookingplanned009A security review runs beyond check-in timeplanned010Confusing removal of a cancellation penalty with protection of the host payoutplanned011A guest claims that pests were foundplanned012A guest complains about mould and cleanlinessplanned013A lock problem and locksmith costplanned014A support record incorrectly says that the guest is insideplanned015Repeated messages are needed to correct inaccurate safety informationplanned016Different people make contact outside the platformplanned017Conflicting explanations about the relationship between the people involvedplanned018The scope of identity checks for accompanying guests is unclearplanned019Identity requirements were not explained before bookingplanned020A request to bring an unregistered additional guestplanned021Another support representative is unaware of the open safety caseplanned022A request to extend the booking while a safety review is still openplanned023Insufficient support for an unwanted booking and repeated contactplanned024The guest cannot be reached at check-inplanned025The keys cannot be recoveredplanned026The guest cannot be reached at check-outplanned027The shared building lift breaks downplanned028Floor, stair and access information is insufficientplanned029Construction noise or its effect on access is not disclosedplanned030A professional inspection and treatment record is requestedplanned031The listing stays closed while documents are awaitedplanned032Inspection and treatment costs are assessed separatelyplanned033A confirmed booking is cancelled because of a guest payment problemplanned034A security problem with the guest's payment methodplanned035Income is lost without any fault by the hostplanned036The host payout is not protected after a penalty-free cancellationplanned037The calendar is blocked to other bookings until cancellationplanned038A host cancellation fee is appliedplanned039A cancellation affects account performanceplanned040A guest cancellation is recorded as host-causedplanned041The cancellation reason is changed laterplanned042Dates remain blocked after the penalty is removedplanned043Calendar synchronisation creates a double bookingplanned044Future reservations can no longer be accommodatedplanned045The host's tenancy ends earlyplanned046Several reservations are affected by the same eventplanned047Documents are requested for a penalty-free cancellationplanned048The guest refuses to pay for damagerelated-guide049A technical service report is requested for a damage claimrelated-guide050An invoice or quote is needed for additional cleaningplanned051A damage item is omitted from the support summaryplanned052A case is temporarily closed because documents are missingplanned053Short deadlines are given to collect documentsplanned054Photos or videos cannot be uploadedplanned055A decision is made before there is a way to submit evidenceplanned056A partial refund is applied before the host answers the complaintplanned057It cannot be proved that an appliance failure was guest-causedplanned058Damage must be distinguished from normal wear and tearplanned059It is difficult for a host to evidence cleaning they performedplanned060The full replacement cost of a damaged item may not be coveredplanned061The same documents are requested repeatedlyplanned062A broken-bed claim is passed between different teamsplanned063The host payout does not arrive when expectedcompleted064The statuses scheduled and sent are confusedplanned065Missing tax information is noticed lateplanned066A payout hold is not explained clearlyplanned067A payout delay is blamed on the bank without investigationplanned068The stated payout date passes without paymentplanned069An unresolved payout case is marked for closureplanned070The net payout appears lower than expectedplanned071Earlier refunds are deducted from a new payoutplanned072It is unclear which booking caused a deductionplanned073An initial payout refusal changes after escalationplanned074Compensation is offered as a one-time exceptionplanned075A guest date change reduces incomeplanned076A strict cancellation policy is confused with a booking changeplanned077The host is asked for a refund outside the booking termsplanned078A guest who cannot travel asks for a full refundplanned079Preparation costs are not covered after a late cancellationplanned080A refund is confused with reopening the calendarplanned081A pending reservation is mistaken for a confirmed oneplanned082An incomplete reservation temporarily blocks the calendarplanned083A cancelled reservation cannot be reactivatedplanned084Dates are sold to someone else during rebookingplanned085The guest withdraws before the booking is acceptedplanned086The booking is accepted after the guest has withdrawnplanned087The cleaning team is kept waiting because of the guestplanned088A system problem affects messages sent to the guestplanned089A policy breach cannot be shown when seeking removal of a negative reviewcompleted090Booking and visibility problems continue after the price is reducedplanned091A bulk payout appears in a listing-level reportplanned092A calculation or grouping error appears in the earnings reportplanned093Support misunderstands a reporting errorplanned094The app loops during SMS verificationplanned095Access does not open even though the PIN is acceptedplanned096The earnings screen can only be reached on desktopplanned097A new payout method remains pending approvalplanned098There is uncertainty about receiving payouts into a company accountplanned099There is uncertainty about obtaining documents and invoices in the company nameplanned100There is uncertainty about moving from a personal account to a professional structureplanned