Make the most of Airbnb’s pre-booking message feature

[Airbnb]

What brings you to the area? Who are you coming with? When do you think you’ll arrive? Airbnb hosts have a number of questions swirling through their minds when they receive a booking. And many hosts take the opportunity to get to know their potential guests by asking these questions before guests book instantly. It’s not required, of course; but, adding questions to a pre-booking message can help drum up more information about potential guests, simplify the booking process, and ensure a great relationship with guests from the start.

Next month, Airbnb is launching an improved feature: pre-booking message. It’s a better way for hosts to add a greeting and ask all of the questions you want before guests book instantly. (You’ll have plenty of room, too, because we’ve increased the character count. And if you currently use welcome message, there’s no need to change anything.) Your potential guests will read your message while they’re booking, and be able to respond to your questions before confirming their reservation.

Here are some ways to make the most of Airbnb’s pre-booking message feature.

5 pre-booking message tips from fellow hosts

1. Start by thanking your potential guest

“I think it's a good way to build trust and a way to encourage a good stay,” said host Juan, of Colombia.

• I always thank them for their booking request and ask them to ensure they have read the listing details and house rules carefully for suitability.—Kath, Albany, Australia
• Warm greetings! I welcome you to this space that I take care of with affection. It’s a place of well-being and for those of you who like to connect with nature.
  • What brings you to this area?
  • Who are you traveling with?
  • What time do you think you will arrive?
  • Why do you want to stay in the cottage?"—Juan, Medellín, Colombia
• We're excited for your stay and we’d like to know:
  • What's bringing you to Durham?
  • What time can we commit with you for check in?
  • Who is traveling with you?
  • If you plan on taking breakfast with us, do you have any dietary considerations we need to be aware?
• Do you have any questions about the House Rules? We look forward to hearing from you!—Alice + Jeff, Durham, North Carolina, U.S.A.

2. Ask about what’s most important

Think about the one thing that would make a great (or not-so-great) stay for you and your guests, and ask them about it in your pre-booking message, like these hosts do:

• The most important question for me is: What brings you to the area? This helps me better prepare for their visit. If they are coming to visit a destination two hours away from my town, I want to help them understand the distance and the drive time. If they are coming to celebrate an anniversary or something special, I want to congratulate them and leave them something small. If they are coming for a local event, I might give them a tip or recommend a good place for dinner afterwards.—Emilia, Orono, Maine, U.S.A.
• I ask them what time they are arriving (super important) and reiterate my earliest check-in time, adding that every Airbnb is different and not like a hotel.—Ange, New York, New York, U.S.A.

3. Invite guests to re-read the listing and House Rules

When writing your pre-booking message, take the opportunity to remind guests of any crucial listing details they may have missed. “I put myself in the guest’s shoes,” French host Marie Line said. “Sometimes we are so happy to have found the apartment of our dreams that we hurry to reserve it—I once booked an apartment without realizing sheets weren’t provided! So, I think if the hosts had invited me to read their listing again, I wouldn't have made that kind of mistake." Other hosts offer these suggestions:

• I remind them about the three floors with no elevator, which some people have discovered when they arrive!—Beatrice, Annecy, France
• I warn them about the potential lack of water at night due to limited service in the area and offer to collect water if they need it.—Juan, Medellín, Colombia
• I ask them if they understood that I live in an inner city area that can be scruffy in parts.—Helen, Bristol, England
• I ask them if they understand the apartment setting and clear the view with them, as we have both lake- and garden-view apartments.—Ana, Ohrid, Macedonia
• I also remind them of the house rules regarding no smoking, no pets, no parties and no more than six people allowed to stay at the property. I explain that this information will help me determine if our listing is a good fit for their group.—Linda + Richard, San Antonio, Texas, U.S.A.

4. Get to know your guests

To customize your hospitality and let guests know you care, hosts recommend asking questions like these:

• I ask if they are coffee drinkers—medium or dark roast—and if they are, I pick up some freshly-roasted coffee prior to their arrival. If there is any construction happening in the neighborhood, I disclose it prior to accepting the booking. If guests are bringing a car, I discourage it because of parking restrictions, cost, and traffic. Finally, I mention our No. 1 tourist attraction and tell my guests to buy a ticket at least 2 months in advance. This way, they realize I'm thinking of their needs even prior to their arrival.—Donna, San Francisco, California, U.S.A.
• Every time I book, I ask the guests the same questions and about children: What time will you arrive? How many beds do you want? Do you need a cot or high chair?—Jean-Pierre, Monès, France
• We live in a small farming and tourist town, so I always ask guests if they have been to our town before. If not, I will offer some info on restaurants and hours of operation as well as local amenities. I always help guests plan their activities if needed.—Daphne, Montagu, South Africa

5. Showcase your hosting style

Some hosts ask a lot of pre-booking questions while others ask none. Hosts recommend reflecting your hosting style—whether it be laid back or strict—when you’re asking questions in your pre-booking message. This will also help guests determine if it’s the right fit:

• I ask no questions at all. I would feel very inconsiderate if I asked the purpose of the trip. Since the guests do not live with me in an apartment, it is none of my business.—Ilona, Torremolinos, Spain.
• Most of my guests are pretty informative in their booking request, but if their initial message is brief, I'll ask these mandatory questions:
  • Have you thoroughly read through the entire listing description, scrolling through to the bottom to read House Rules?
  • Are you prepared to abide by the house rules and be respectful of the accommodation?
  • Have you asked any questions you may have before committing to a booking?
  • Do you understand the importance of communicating your ETA and if you for some reason can't arrive at that time, will you please let us know in a timely manner?
  • Will you thoroughly read your itinerary after your booking is confirmed, making sure dates and number of guests are correct and noting door codes and other arrival information?—Sarah, Sayulita, Mexico

• I don't like to bombard a guest with questions in my first communication, although I totally understand hosts who may want more info. The only thing I request is the full names of all guests (including doggy guests!). It's been my experience not to be necessarily concerned or worried about guests who don't volunteer more info—different people have different communication styles.—Suzanne, North Carolina, U.S.A.

Once you’ve saved your pre-booking message, potential guests will automatically receive it when they use book instantly. Creating a pre-booking message once will help simplify the booking process, give you more peace of mind, and let guests know they have a wonderful stay ahead.

[Vena1]

I heard that happen to an Uber driving who was smaller than the intoxicated rider.

[Noreen46]

I also had a very unfortunate experience where a man made a most inappropriate sexual advance. I also had to leave my own home and stay with a friend. I now am reluctant to accept any single men, although all of my male guests to date have been lovely, respectful men.

This is a subject that I believe strongly Airbnb needs to address in a more serious, immediate and appropriate manner.

To begin with there should be easy and immediate access customer service on any sexual harassment or advances. While there is a clear section on visitors safety, there is not a clear, realistic warning or strategy for women being harassed. 

Airbnb have a responsibility to their single female hosts that they are not living up to.

I also want to be assured that such men should be barred from Airbnb so that no other woman is subject to this

[Julie394]

My worst guests were hosts - can't believe some of them were superhosts - there should be a specific AirBnb penalty e.g. hosts behaving badly when staying as guests - that should be included in the list of option in the request for money in the resolution centre - I am not joking - it is disgusting and AirBnb must fix this.    

[Elliott25]

Hi @Susan1655 , sorry a bit late to the party here!

You've probably found it by now, but on the app, you can find the prebook "questions" are found under:

1. Booking Settings
2. Booking
3. Guest requirements
4. Scroll a little to - of course, has to be the the last feature lol -
5. Pre-booking message

The prebook message is limited to a mere 400 characters. No checkboxes either. So anything really crucial, get it in there, and hope for the best!

I too had a number of problems with instant book like @Ann489 with guests blatantly bypassing all the questions and requirements set out in these sections, with us hosts getting penalised for not accepting guests we're unsure of. That last part is supposed to be penalty free, but it's a bit harder than Airbnb make out.

As a result I've sent in a very lengthy features request feedback to @Airbnb , hoping they'll actually address and add options that would greatly benefit us hosts, add clarification to prospective guests, and a further monetising stream for @Airbnb to boot.

Largely for me it's lost-in-communication or attitude problems I have - more so strangely with native British speakers vs foreign guests. It just seems a lack of respect/courtesy that disappears, or guests never had it in the first place.

I've been a traveller so I know what it's like for hosts; now I share their pain!

[Aunt-Betty0]

I agree! And would like the option to have ore booking requirements (such as a profile photo and minimum age requirement). While Airbnb does have the option to choose ther a guest must be verified to book it doesn’t have the requirement for a clear, visible profile photo so we can know who we should be expecting at the door! 

[Paul1945]

I absolutely agree w/ the age requirement.  As hosts, we have no way of knowing if they are age appropriate unless we ask them before accepting.  It should be an absolute requirement for them to upload a government ID before they can even book.  However, a guest needs nothing to book!  Just an account!  Having them upload their government ID first, would eliminate any potential scams as well. This way, Airbnb would be able to let us know how old they are before booking.  I mean, you can be 10 years old and I would have no way of knowing this unless I ask.  Even then, there could be dishonesty!  So, Airbnb needs to let us (Hosts) know how old someone is before we accept their reservation.  

Simple!

[Catie13]

Hello,

We are in Canada on Vancouver Island and superhosts. We had a couple of minor issues with a young couple who instant booked. Our solution to that so it does not happen again was to not accept any one that has not given their government ID to AirB&B prior to booking. AirB&B still lets the guest request to book at which point we can decline without any penalty. If they have written a nice message explaining their plans when “ booking” then I can accept them then, otherwise they cannot instant book as already ID’d guests can.

Hopefully I have explained this well enough. 🙂

[Michele873]

You can go to your settings and set a minimum age requirement along with government ID requirements. I have instant booking and always have this information verified for bookings. 

[Yolande53]

Thank you Michele,

I appreciate your post.  What have you set for a minimum age requirement?  I am a host in Ottawa Canada.  I recently had a couple from Connecticut who (I realize now) came for the sole purpose of having a hard drinking party week-end.  Needless to say I was very disappointed.  Yolande

[James--Leri-and-Moonshin0]

I had the same problem with a couple of bookings. They were both one night stays. I have found that if I post a minimum two night stay, it's not a guarantee, but it tends to filter out the heavy partying and more transient types of guests, if you get my meaning 😉

[Wendy761]

I have also moved from one night stays to two nights.  If a guest sends a message asking for a one night because they are passing through on their way to their next destination I will accommodate them if it is not a Friday or Saturday night.

[Carol954]

Hello, I have a house in southern Spain and after having a similar 'hard-drinking' terrible noise making group of 7 young Spanish men, who I found out too late were 21 years old, I want to introduce a minimum-age requirement. There is no way to set that! I was told on the phone it's not allowed, but suggested I came off Instant Booking, so I can ask them. Does anyone know more about how to set an age requirement? Thanks, Carol

[Elizabeth10]

But that brings up another issue.  I've had same night bookings and have lost a great deal of money by potential guests who won't ever be verified or have payment issues.  You have to give the person 24 hours to verify (or complete payment) meanwhile my calendar is held hostage by the person who can't book anyway. I feel like it is intentional, so hosts will not choose the verify option.  None of this  matches up with AirBnb's promise to have hosts backs!  If the same person tried to book a conventional motel or hotel who requires ID verification and completed payment BEFORE they can book.  So why do you punish us hosts with this detrimental policy?

[Chad162]

I agree! Our guests from _ _ _ _ have always been young people 26 and under. They feel there money buys them the right to do anything on our property that they feel like. They smoke when we have no smoking. They are rude. They expect us to move out of our home when we clearly state that we live on the property. They act entitled to anything they want. We have had guests disable our security lights, our security cameras, put bubble bath in our hot tub, and walk through clearly marked areas that are dangerous, for example climbing through a rock garden in the snow to make an easier path to their room even though we have a snow blown area for them to walk through to safely get to their room. We find that young people who reside within 2 hours of our Lodge are up to trouble and are looking for a place to do something they would not be permitted to do anywhere else.

[Paul1945]

Airbnb won't allow profile pics before booking has been accepted because of discrimination.  I get that but the age thing?  Tell us their age at least!  Read my other post.