Refusing a booking request/guest arguing

[Laura2592]

We have IB and have the filters set up so that guests without recommendations from hosts have to send a request. Got a recent booking request from someone with 17 reviews, 3 of which were terrible, 4 were neutral and the rest good (most recent being neutral). Scrolling through what the guest left for others, there is a pattern of peevish, nitpicky or (at best) neutral reviews for hosts and a few really lambast-y ones over issues that the host's responses show are really guest problems. I decided to decline. The reservation request started with a very "woe is me, I have a birthday during COVID" message. None of this felt like it would be a good fit.

When I declined I said "Thanks so much for your interest in our cottage! Unfortunately we won't be able to accommodate you at this time as we only host guests who have recommendations from other hosts. Hope you have a great birthday and find a fantastic place to stay!"

The guest emailed back and is arguing, demanding to know who didn't recommend her (bullet dodged.) Unsure how to respond to this, and really don't want to get into it with this guest. Any thoughts?

[Kelly149]

ABB would be well-advised to post a "remember, the reviews you leave and the reviews you receive may be used to evaluate your suitability as a guest for future stays. Please be a SUPERGUEST !!"

Goodness knows abb has perfected the psychological warfare aspect of bad reviews or losing SuperHost on Hosts, they could use their powers for good.

[Laura2592]

@Kelly149I have long advocated for a "Superguest" program. No reason that it couldn't happen. Except that ABB has a very lopsided view of the hospitality relationship.

[Mark116]

@Laura2592  .  I've hosted numerous, let's say C+ level guests who had anywhere from 5-10+ glowing reviews about how great they were.  My guess would be that it wasn't these guests behaved worse in my apartment, but that many, many hosts give a great review to almost everyone.  A superguest program would suffer from the same kind of grade inflation we already have on the platform.  

[Robbie54]

@Kelly149 be careful, talking common sense is frowned upon by those at Airbnb 😉 

[J-Renato0]

@Laura2592 

I also have IB on.

To me it is rare, however If I receive some booking from some guest who I do not feel comfortable hosting he/she, I think the best way to cancel the reservation is by phoning  airbnb and asking them to cancel. I do not argue with the guest.  It avoids embarrassment.

[Laura2592]

@J-Renato0  This guest could not book instantly because she did not meet requirements. So it was up to me if I accepted her or not. If she would have been able to IB I might have asked Airbnb to step in.

[Lisa723]

Anyone over the age of 12 who thinks the world owes them a fun birthday is trouble right there.

[Vivian860]

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[Cave0]

My view is that it is quite straighforward.  You have every right not to accept a booking request and having elected to decline it, I would block the wannabe guest if they refuse to accept your decision.  I have, on two occasions, accepted reservation requests where, amongst a number of ok reviews, guests have received negative reviews.  Never again, it was a nightmare on both occasions.

[Peter1]

Yes, bullet dodged indeed, and a good lesson in reading reviews carefully for red flags.  Your instinct proved right, and your response was spot on.  I'd leave it at that.  There is zero benefit to engaging any further.