Basic Host Requirements - Loophole or Error?

[Danielle476]

Good day everyone,

Recently I logged into my account to see that '1 Host Requirement Needs Your Attention' under the Basic Requirements.  The target for accepted reservations is 88%, and I have recently fallen to 86%.  Seems fairly clear, correct?

I have my booking settings to Instant Book, with the caveat that all guests must be ID Verified.  For whatever reason, AirBNB still allows unverified guests to make booking requests - something I don't typically mind, as I will explain my requirements to the guest, walk them through the Verification process and eventually, 9/10 guests do end up adding their ID and booking with me anyway.  

The problem is this:  AirBNB requires that hosts 'Accept' or 'Decline' requests when they're made.  I always decline unverified guests, with a message outlining what I've explained above.  Once they're Verified, they Instant-Book.  I had no idea these 'Declines' were being held against me!  When I spoke with Customer Service, they explained I should instead be asking the guest to withdraw their request, submit their ID for Verification and then Instant Book once all is said and done.  This seems INCREDIBLY cumbersome for me to explain, and for the guest to adhere to.  I'm not an AirBNB IT professional, why should I have to jump through these hoops when the settings on my listing are clearly intended for Verified guests only?

To me, this is the equivalent of allowing a listing to say 'no dogs allowed', then penalizing them by saying 'you only allowed 86% of your guests to bring dogs instead of the required 88%.'  Don't let me select 'Verified Users Only' if you're going to turn around and penalize me for not accepting Unverified Users.  Ironically, this number isn't even accurate as most of the Unverified Users do become Verified and book with me after I've declined.

Any thoughts on this?  I'm being painted into a corner it seems.  Their algorithms don't appear very well thought-out at times.  I'm sure this is also damaging my listing's status in the search results.  Customer Service just suggested to send them a completed Feedback Form.  I asked if it would be better to simply not 'Decline' or 'Accept' but she said that would be worse.  Sigh.

[Suzanne302]

@Danielle476There is a secret setting to avoid this. I say secret, because I always have to search for it in the help center to find the link!

While it doesn't prevent guests without verified ID from requesting to book, it does absolve you of the responsibility of Accepting or Declining until they upload their ID. Unfortunately, it gives them 24 hours and during those 24 hours the requested dates remain blocked.

If the guest doesn't upload their ID within 24 hours, it goes away. If they do, you THEN have 24 hours to Accept or Decline the guest.

I was battered in a Facebook group by people claiming this was BS. It's not. It's in my settings and it helps! I am going to try and find the link for you...Seriously, I cannot ever find it on my dashboard. It's hidden!!!

[Danielle476]

I’d appreciate it, thanks so much!

[Suzanne302]

@Danielle476  Found it:

https://airbnb.com/hosting/requirements

Check the box on that page and you should be good to go.

[Emilia42]

@Danielle476 

For some reason Suzanne's link is not working. 

Try this one:

https://www.airbnb.com/hosting/requirements

I have not received a request from an unverified guest after clicking that little box. Every booking comes through with a verified ID.

[Suzanne302]

@Emilia42  Thanks for correcting that! I left out the "www" in my link. Duh!

@Kath9 See Emilia's link!

[Danielle476]

It worked, and I've selected the box.  Hooray!  Thank you again.

Does anyone have any idea how my listing would appear to someone who is not Verified?  Does checking this box send them a prompt that says 'you must add Verification', or does the listing just not show up?  I want to make sure I'm not turning away potential guests.  Thanks! @Suzanne302 @Emilia42 

[Emilia42]

In my experience, @Danielle476, unverified guests will see your listing like everyone else. What will happen is that before you get the booking the guest will be asked to upload their ID. They will have 24 hours to do so and you may see a greyed out pending reservation on your calendar, if you constantly look at it. When/if they upload their ID the booking with come through as confirmed. If they don't and time runs out the greyed out pending reservation will disappear. Basically, it is saving you from the constant back and forth asking the guest to upload before you accept/decline.

[Danielle476]

Thanks for taking the time to respond, much appreciated!

[Wende2]

@Emilia42  @Danielle476   Hi.....that must be what happened to me some time ago, I had the greyed out dates, but I didn't know why, ABnB just said they were waiting on something, can't remember now the language they used as an explanation, guess that was it, no ID, must not have want to, or maybe they didn't have any, they never booked, sad too, it was for 3 nights.

[Kath9]

@Danielle476, yes, it is indeed ridiculous that we are in a position of having to decline guests who do not meet our requirements. It happens quite a bit. Just yesterday, for example, I got a request for a family of four to stay in my very small room with one bed, when my listing states no children under 12 because I don't trust my old dog around them. If it's just an enquiry, you can simply respond and then not accept or decline. However, if it's a request, you're in an awkward position. I agree with @Linda108  and I think CS is confusing you with their comment about instant book. Tell the guest they have 24 hours to upload their ID if they want you to accept their request. No, they won't be able to instant book, but why does that matter? Once they've uploaded their ID, you go ahead a accept. If they are not prepared to upload their ID, ask them to withdraw their request. Keep your declines to a minimum (and never cancel a guest yourself if possible). 

@Suzanne302 thanks for the link but it doesn't seem to be working? It really is secret! Any other tips of how to find the setting?

[Danielle476]

Thank you!  This seems like the most reasonable course of action. Sorry to hear about your similar situation!  Ridiculous that our stats reflect numbers that should have never been taken into consideration in the first place. 

I’ve never cancelled on a guest, and don’t plan to start!  Hehe. Just trying to keep my stats up and keep my listing relevant in the search results. These are my first world problems, clearly. 🙂

[Emilia42]

@Kath9 I just posted a link above that should work. It IS super, super secret! 

[Kath9]

@Emilia42, yup, still secret. It appears that it just redirects to the home page. Any change of sending step by step instructions to get there?

[Emilia42]

@Kath9 

Weird.

Search "Can I require guests to be verified before booking?" in the help section. Then follow the steps.

[Kath9]

Thanks @Emilia42, will do 🙂