Returning guests

[Deborah343]

I used to be able to see previous correspondence from returning guests.  I notice they no longer do that and I can't tell when a guest that is booking is a return guests or not and makes me feel pretty foolish for not welcoming them back when I respond to them.  Is there a way that Airbnb could let us know that a previous guests is booking again?

[Shelley159]

@Deborah343 🙈 thanks for pointing that out, I see mine is the same!

[Quincy]

Thank you for sharing your feedback here @Deborah343! Whilst I pass this on to our team, I would also recommend that you submit your feedback using our feedback form here 👈

[Fiona256]

@Deborah343 

Do you not keep your own records? Not wise to rely on Airbnb to safeguard your book-keeping and resources.

[Joan2709]

@Deborah343 

Yes...Airbnb for some reason remove this feature in the last software release. Not sure what the reason was? Probably something to do with the new messages features.

I agree with @Fiona256, always a good idea for Hosts to keep their own records of every reservation. Airbnb does remove the guest phone number from the reservation detail after the guest completes the stay, so if they ever needed to contact a previous guest, or their listing was suspended, they would still have the guest phone number.  I also suggest they save a PDF verison of the reservation details. That said, if you have been Hosting for awhile, it still might be difficult to identify a returning guest on your records. I advise my Host clients to keep a spreadsheet, but it is by year, month, date. However, you can search for a particular name using the program, so I guess that might work?

The spreadsheet includes:

1. Guest name (s)
2. Contact info
3. Reservation number
4. Which OTA platform used (Airbnb, Vrbo, Booking, FF, Direct Booking Site, etc.)
5. Dates/Number of nights stayed
6. Number of guests/pets
7. Nightly rate
8. Any discount provided 
9. If a review was given/rcd and what star rating
10. All fees (incl Airbnb guest service fee)
11. Occupancy taxes
12. Co Host pymts (if any)
13. Net Payout to Host
14. Notes

I provide a spreadsheet template for the Host to use and have them breakdown the taxes by jurisdiction as Airbnb lumps all taxes under the heading "Occupancy Taxes". This is so if a taxing authority requires an accounting of what was paid, the Host can readily provide it. It also provides information for any accountant that is employed by the Host.

[David13953]

I completely agree that this isn't as nice as it was with the old continuous message thread.  I just submitted a request for something like a badge or link to a previous thread to indicate a returning guest.  It's embarrassing when a returning guest is here and I didn't realize they have been here before.  We live on the property, so we occasionally interact with our guests. It's nice to make them feel welcomed by remembering them, even if I need help "remembering". We also have a white board in the room where we write a short personal welcome message with their name.  When we know they are returning, we add a "welcome back" note on the board.  

[Shelley159]

Two great ideas @David13953 , the badge and the whiteboard!👍