GUEST ALTERATION REQUEST

[Sean1018]

Dear Host community

I am still learning the ropes of hosting but during this peak season (Xmas period) I had a guest book me for 21 days. Upon arrival she informed me that she may be altering her dates due to some matters (not related to my property bcos it is  in good condition). I found this strange bcos if that is what you want then why book me for 21 days during the peak season. I could have given the apartment to someone else. Moreover, such request alters my financial plans.

After spending about 4 days at my property she then sent me an alteration request. I had to contact Airbnb to express my concerns and get clarifications on the following:

1. This is peak season and I have a guest that wants to check out early so how does alteration request work bearing in mind the money isn't available, i have already used it?
2. I have my moderate policy on cancellations so why not that alternative as opposed to alteration?
3. Concerns about bad reviews if I do not accept the alteration?
4. Is it possible to have settings rejecting alterations after check in?

The Airbnb support staff was extremely helpful. He clarified items 1 to 3. As for item 4, he said, “ that is a very good question”. I was placed on hold for 2 mins, he got back to me and said, “Airbnb does not have such policy in place, but I should please provide a feedback on this. Airbnb should be able to consider it in the future”.

In view of the aforesaid, I prepared a feedback and sent to Airbnb, find below my message to them.

Dear host community, after reading, please let me know if I am on the right or wrong path. If I am on the right path, I suggest that we the host community should lobby for Airbnb to make such a policy.

Happy xmas and happy new year in advance.

My feedback to airbnb

I am of the strong opinion that Airbnb should have a policy against 'alteration of request'  after a guest has checked in. This can be included under a cancellation policy.

The policy should be  against a guest trying to alter their booking after they have checked in. Presently, the only cancellation policies that are available include flexible, moderate, strict etc. A policy against alteration should be included.

This is necessary for a number of reasons, chiefly, it protects the host against unscrupulous guests.

Hosts are placed in a disadvantaged position without such a policy. Presently, the position is that if a guest makes an alteration request and the host refuses, he/she risk getting a bad review and having the property damaged.  In addition, if the host should accept the alteration, the guest is paid by airbnb and future pay-outs to the host are deducted. What if the guest is a fraudster? what if its just a terrible guest trying to create trouble? There are too many unpleasant scenarios but in all the host is at a disadvantage.

In a nutshell, alteration request is a way for guests to sidestep cancellation policies. On this note, there should be an additional policy against alteration request. It should then be left for the guest to accept or decline the hosts policies/rules.

I kindly appeal that airbnb should look into this. Thank you very much

[Sulani0]

I've been a Superhost for over 4 years and we don't accept alteration requests in peak season. We also change to a strict cancellation policy during peak times. 

[Sean1018]

@Sulani0 This is a good idea to adopt pending when airbnb resolves issues revolving  around  alteration request. Thanks for sharing.

[Cave0]

There's no obligation on the part of the host to accept the amendment request.  The contract between the host and guest can only be amended if both parties agree.  Therefore, if you're not happy for the guest to reduce their stay, and therefore the revenue you generate, don't accept the request to amend the reservation.

[Sean1018]

@Cave0 , i totally get this but what about bad reviews? I have worked too hard and invested alot. I cant afford to have someone tarnish my reputation. (It is hard to go up but but very easy to fall down) 

[Sean1018]

@Sulani0  . Many thanks, this is an idea I will adopt pending when airbnb ' hopefully' resolves this alteration request issues. However, a concern is having a bad review if  I the host decide to decline the alteration request. It is too much of a hassle getting airbnb to step in, investigate and remove bad reviews.  

[Mike-And-Jane0]

@Sean1018 Firstly I am afraid Airbnb will not remove a bad review unless it does not meet with their rules. Sadly lying is not against the rules!

Secondly I have a suggestion that might stop a bad review. Explain to the guest that it is high season and hence had they not booked for so long then you could have got another booking. Then say that if you do manage to re-let the dates they are cancelling you will refund their money for the re-let dates.

[Sean1018]

@Mike-And-Jane0 we took your advise and it worked! The guest and I were able to enter an agreement. Many thanks for the advise, it was a win win. Thank God the guest turned out to be reasonable. 

I am still of the opinion that airbnb should  create a policy against 'alteration request'  after a guest has checked in. This should be included under a cancellation policies.  This way an interface between the guest and host regarding alteration  request is averted. 

[Katrina79]

@Sean1018 @I’m happy this situation worked out for you and your guest was reasonable. In the future you may encounter the same situation with a far less reasonable guest, inevitably getting a negative review. 
While positive reviews are important and show potential guests what to expect, you are always going to get some negative reviews. If the negative reviews are few and far between they should not cause you to stress. Relish in the positive experiences and learn from the negative. 
As a guest can request an alteration to shorten their stay, they can also request an alteration to lengthen their stay or change the number of guests on the reservation. More often than not my guests or I use this function to lengthen the stay or increase the number of guests. This is a valuable tool for me as a host. I do not have to spend time trying to contact Airbnb to change a reservation, and I can efficiently update a reservation change request myself. If there were an option for you to somehow block guests from using this function, you have to ask yourself would you be gaining or losing from that choice. 

[Anonymous]

@Sean1018  No change in policy is going to mitigate the fact that a dissatisfied guest can always write a bad review. 

If a guest who wants to change their booking is unable to send you an in-platform alteration request, they're just going to make the request verbally, and they're still going to be unhappy if you refuse. The end result is exactly the same. It's just part of doing business - you're always going to have to make tough choices about how much you're willing to risk negative feedback when your best interests don't align with the guest's wishes. Airbnb can't protect you from the basic reality that in life there are always trade-offs.

But on the balance of things, a booking alteration process available to both parties is the fairest way to approach a mutually agreeable resolution. You might have responded with a counter-offer to refund only a portion of the unused nights, for example. Whatever the case, most veteran hosts agree that having an angry and discontented guest in your property is not worth the income - if it's clear that they want to end their stay early, you're best off getting them out of there as quickly as possible, even if that puts a kink in your financial plan.

[Sean1018]

@Anonymous I very much concur.  After all, its all business and the risk involved. Indeed, "a booking alteration process available to both parties is the fairest way to approach a mutually agreeable resolution".

[Cave0]

@Sean1018 

With the best will in the world, and even with the best accommodation in the world, there's no denying that you can't please all the guests all of the time and at some point, despite your very best efforts, someone will, for whatever reason, just not like you or some aspect of your offering.  That's life, we're all different and we all have different likes/dislikes, it makes us all individual.

Dancing around guests hoping that they will always leave a 5 star review is nothing but the highway to stress and frustration.  There will always be that one "special" guest who is just plain unreasonable and you'll never change that.

Mostly you'll end up with good reviews if you do the job right.  Any prospective guest will judge you on the majority of your reviews and the general message they send.  Any prospective guest picking up on some isolated comment which is clearly out of character is probably a guest you don't want.

[Sean1018]

@Cave0 Very profound comment. I cherish this level of wisdom. 

[Vivian860]

You need to take charge! YOU are the boss, it is YOUR place, YOU let them know they can stay or go. AirBnB does not like to intervene with hosts and guests. Take charge and stop letting guests run all over you. Make a spare key to let yourself in if they stay longer than they are supposed to, grab their stuff and change the locks. Simple as that! I asked my attorney and my friend who is a cop, they say the same thing: AirBnB is an affirmed contract stating the guests can stay the length they agreed to. If they stay longer without extra payment to host or confirmation, you have every right to throw them out. 

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