No first message from guest when booking

[John5097]

Five of my last seven reservations didn't include a first message. This seems odd as this never happened before. I updated my rules to include a first message when making a reservation but just wanted to see if anyone else is having this issue? I didn't see any recent post on the issue. 

I thought a first message was required to make a reservation? Not a good way to start a booking. So far they have been responsive getting back with me,  but just had two today so waiting to see if they respond. 

If I don't hear back from, which would mean zero communication, should I contact CS to have it canceled? Problem is risk having to deal with CS.   

 If guest continue to make reservations without any first message I'm not sure how to keep hosting. 

[John5097]

Also this one. Third party booking. This was second or third one. Of course I didn't get any message so how would I know. 
 


............

And the very first one about 3-4 weeks ago, I couldn't find. I got a notifaceion that a reservation was made. "Congrats such and such just made a reservation" but went to the message and it there was no message and it had been canceled by Airbnb. Two hours later there was a message "Thank you!" by guest and the reservation was made. So all in all this little experiment has been very disruptive for me. I so thankful for the support and haven't found a way to get back on track. However think I'm gong to get marked down in the review for one or more of these. 

[John5097]

Edit typo correction.. "Im so thankful for the support and and have found a way to get back on track." 

[Emilia42]

@John5097 I wouldn't worry about the review. By the time the guest arrives and has a wonderful stay, they will forget all about the booking process. But I agree, it is not fair that Airbnb causes this confusion which then makes the "new, easy booking process" more difficult because hosts are left badgering guests for a simple response. 

[John5097]

@Emilia42 

yeah I’m not going to worry about it. So far guest have found enough things to like, that outweighs anything they don’t like. That’s all a host can do is the best they can, and keep making improvements. Even though they have to include a message now it’s more clear with improved instructions. Glad all this got sorted out and easy fix. I can understand how someone who hasn’t actually used IB wouldn’t realize how critical the first message is. Thanks again! 

[Jennifer1773]

@John5097 @Colleen253 @Ann72 @Liv @Emilia42 

Just wanted to confirm that I booked an Airbnb through IB last night and was required to enter a reply to the host's pre-booking message before completing my reservation. I was curious about my own listing since I had never checked the IB pre-booking message required tab, so I had my daughter begin a booking for my listing through her account. After selecting dates and clicking reserve, she was directed to a page where she was to enter payment info and a required message to the host before completing her reservation. The only difference between that page and the one I had just booked was that there was no message from the host above the box where she was to required to enter a message. I am not sure how this page looks different than in the recent or distant past, but it seems to be what we are hoping for now!

[Emilia42]

Thanks for sharing your experience @Jennifer1773.

I am under the impression now that when Airbnb made this change to the booking process the little "message the host box" disappeared for hosts who do not require it. That makes logical sense but Airbnb should have made hosts aware of this change before the confusion started. And I will admit that it does shock me that IB hosts would not have an initial booking message requirement set in place. 

Just as an FYI, when I go to book your listing there is no message field. Presumably, because you do not require a pre-booking message. So you may be getting some of these message-less guests in the future unless you set that requirement.

@John5097 @Colleen253  

[Jennifer1773]

Thanks @Emilia42 for letting me know that you did not see the message box in my IB process! We started the booking process again through my daughter's account to see if she still got a required message box. The message box did appear again, but then we realized she was not allowed to book instantly because she does not have her Government ID uploaded (which I "require"), so she was actually in the request to book process, which does require the message.

Now I need to select and record the pre-booking message in my IB settings so that everyone is required to complete it. Then I need to go upload my own Government ID and check the box on the page you shared in another thread so that when folks without Government ID's uploaded try to book they are prompted to upload their ID before booking and are not able to send a Request to Book:  https://www.airbnb.com/hosting/requirements Whew! Thanks so much for your help on both of these issues!

[John5097]

@Jennifer1773 

Appreciate the info. 

@Emilia42 

"And I will admit that it does shock me that IB hosts would not have an initial booking message requirement set in place."

That's because Airbnb already required guest to include a message when making a reservation. I posted a link above but happy go post it again.  

When I first created an account and my listing 16 months ago the option to include a supplemental question was as convoluted as it is now. 

I also posted this above, sorry to repeat, but will include a little red arrow. 

This is the first time I've changed my settings since creating my account before hosting a single guest. My perspective now is very different. But in the past 16 months I've booked over 250 reservations that all included a message, and when I first created this post had 5 of 7 last reservations not include a first message. 

It would be nice to get further clarification. 

Thanks again for the support. And sorry there is still some confusion.  

Maybe it would be more helpful if someone else started a new topic about some of the remaining discrepancies. 

I hope everyone has a great weekend! 

@Colleen253 @Ann72 @Liv 

[Colleen253]

Thanks @John5097 . I admit it's all still clear as mud to me. @Liv said "That's something that is being tested on a small set of users to get data to decide how Airbnb will move forward."

Why do they need to do testing on this? If it isn't broke, don't fix it. What shifty business is afoot here?

@Emilia42 @Ann72 @Jennifer1773 

[John5097]

@Colleen253  

They should at least let host know what's going on, that the settings have been changed. 

The entire time I have been hosting I was aware that it was a requirement for guest to include a first message and I mentioned that to each the guest that didn't. 

As others have mentioned it could be even more disastrous, as other host rely on first message and communication even more. 

Its late so won't mention some other thoughts. This was a blow to my confidence with Airbnb. Everyting was dialed in and smooth, all perfect record, everyone was happy. I'm back on track but have 4 guest who got off to rocky start.    

[Sarah977]

@Colleen253  No kidding. Why would they need to do a test about booking messages, which of course every host wants, and why would they not inform the hosts they are using as guinea pigs that their guests are no longer receiving this message? 

The blatant disrespect for hosts seems to ramp up every day. If this is how Catherine Powell is helping hosts, I suggest she go back to Disney. All her much publicized role has consisted of, as far as hosts are concerned, is posting videos about how thrilled she is to announce something that is supposed to be good for hosts, that in fact isn't actually implemented.

And where exactly is our host advisory board and what are they doing? They seem to be some clandestine group that there has purposely been no channel set up to communicate with.

No one at all is representing the interests of hosts, that is patently obvious.

[John5097]

@Sarah977 

Sorry I meant to tag you in my last comment but was already so tired last night. I think this all provided some constructive feedback. There could still be some miscommunication as well. 

My guess is that any changes could take time to implement as there must be a lot of programming and computer code that would go into system. Even the executives could be frustrated at how long it takes. 

Sometimes mistakes happen too and I don't think it was anthing intentional. Of course many host are dissatisfied with the usual policies such as pet policy where it can be used as a loophole that put host at a disadvantage. Well, maybe not the best example but my communication skills are kind of limited. 

On a side note and to help put things into perspective for me, I recently participated in my first Zoom meeting and everyone was so smart and talented.  I would much prefer just listening and wathing as that's not my best skill set. But I was so impressed with how considerate and nice everyone was. 

It would give me anxiety to be too critical of anyone. I have so much other stuff going on right now. Just got a notice from IRS so have to prepare documents for my accountant as IRS also made a mistake. If it can happen to them it can happen to ABB. 

Hopefully we will see more improvements and this was all probably good feedback for everyone. I've had such a great experience with all my guest. It sucks this caused my first get to be canceled. It really means a lot to me for each and every guest to have a positive experience. 

[Ann72]

@Jennifer1773  Extremely helpful intel - thanks for detailing this!

Knowing exactly when a guest sees this will help me tailor mine.  For the last year the message has  been about Covid requirements.  Now that those have been relaxed, I can put back what I had before.  We're only given 400 characters here, so we can't say too much!

[Summer64]

I've also noticed I've had to ask a lot lately. I don't do instant book anymore. I probably won't ever again. I live in my home and rent out a room. I'm also a single woman. So I do want to know the purpose for their visit. I don't need all the info, but I'd at least like to gauge their expectations. I've dodged some bullets that way, when they are coming here for an event that's actually an hour away from my house and I'm like...there are places closer. They normally thank me. I also give guests information like that i work from my house during the day. My office is across the hall from the guest room, so if you are here for a lazy stay cation and plan to sleep in, my home may not be right for you. 

Adding that to the listing is a great idea. I've also toyed with a pre-cancellation message. Giving them info like I work from home and have a cat-with enough time for them to cancel and get a refund if they didn't actually read my listing and learn that info. Also thought about just posting a pic of my cat with my other pics. One of my guests last month said she didn't realize I had a cat-which meant she didn't read my rules or listing. She also gave me the lowest score I've ever gotten. 

[Colleen253]

@Summer64" Also thought about just posting a pic of my cat with my other pics. One of my guests last month said she didn't realize I had a cat-which meant she didn't read my rules or listing".

Yes, many guest will only look at the photos and skip the rest. It's definitely a good idea to cover all bases as much as possible. Sometimes I think putting up a photo of the house rules is a good idea too.

[Karol22]

Ah yes, I see that Airbnb has indeed changed their booking process to reduce friction and make the first message optional. I've set up auto messages upon reservation confirmation and guests have been responding to those, although not all. I guess the other option is to turn off instant book?

[John5097]

@Karol22

Just seeing this now. Glad I'm not the only one. Yes turning IB off is an option, there are a few other settings in IB you can change. Apparently a few people are reporting that the IB option for guest to respond to a message is working, and they get it before the booking, altough it says after. 

[Christine615]

If they don’t answer the questions I require ( they agree to these rules when booking) I reach out. If they don’t answer, or reply without the information I won’t allow it to continue. 

I am not a cheap motel equivalent and it feels like the rush to draw more guests and hosts to the platform has resulted in safety and trust issues.

[John5097]

@Christine615 

Defiantly agree. I can't imagine any host willing to take risk. Each listing is different also. 

[John5097]

Apologies for the frustration. I realize my one apartment isn't that important, and there are millions of other listings. Although, it has been a lot of work throughout the past year. I have completed 150 reservations, and have gotten all 5 star reviews. Throughout the pandemic I had 100 cancelations, about $2000 were within the cancelation timeframe, of which I received $16 in compensation. I didn't complain. I've appreciated the service Airbnb has provided. The reason its frustrating is that changes were made without informing the host. I really like hosting with Airbnb. 

I've been super busy the past several weeks. I was just trying to communicate. Like other host who are upset, we are hoping to continue to keep hosting successfully. I think its important to get accurate feedback from host and guest. 

For me I have a different skill set. My listing has to be 10x cleaner, and its critical for everything to be very structured. I don't require much from my guest. But the first message is critical. 

I really do appreciate some of the support from fellow host and community managers here. 

I wish Airbnb would just go back to the first message as a requirement to make the reservation. After a very challenging year, it was nice to have a brief time when everything was very smooth and stress free.

A lot of my reservations were from new guest with no reviews so will have to wait and see how the changes I made, more restrictions, will play out.  

@Liv 

 

[Amy1977]

@John5097  I thought I was going crazy! I have missed 3 reservations in the last week. I have a one day interval between check out and check in, and I got a request for check in today when clients are just checking out. I called Airbnb and told them about the situation. And to look on the community boards to see their is a wide spread problem. They say they have a glitch in the system and it will attended to . I also mentioned how it is going to affect our hosting status. Lets see what they do.