Response Time - the clock is ticking.

[Jeanie12]

I had a guest inquire.  Portions of her conversation was blocked.  She wants to host a small wedding at my property.  I told her it would depend on the number of people and cars and told her if it was too many I would be declining but for now I would pre-approve her until I could find out her number.  When I tried to pre-approve her I got a something went wrong message and my clock keeps on ticking.  I call Airbnb - they said don't worry about it that does not count toward your response rate WRONG!  I told him - oh yes it does please respond on your end.  He said again it does not affect my rate and I asked him then why is my clock still ticking down.  Then he admits it does and told me to try again in a few hours.  This is after extensive hold time and protracted conversation.  I asked him to do it from his end and he said it is against "policy".  I said - OK so that means you can do it.  Still waiting for a supervisor to call me back and the response button is still getting that error.  What is frustrating is this is an inquiry that is breaking the rules and yet I am the one trapped on the phone and watching my computer clock tick toc - while my response time goes down the drain.  Fix this Airbnb!!!! So frustrating.  Meanwhile I have had several conversations with the prospective guest she wants to host a party for 35 - so that is a no and yet I will still hit accept because we only get so many declines and then it will affect our rankings.  I get a number or rule breaking inquiries - we should have an option to reject because of cause.  Right now accept or decline not working and my clock is still ticking as slowly my response rate goes down the drain.

[Sarah977]

@Jeanie12  You are mixing up terms, so it's hard to be sure whether you got an Inquiry or a Request- Inquiry buttons are pre-approve, and Decline. Booking Request is Accept or decline. You start off saying it was an Inquiry, then at the end said the Accept/Decline button isn't working.

If it is an Inquiry, the CS rep was correct- you don't need to either pre-approve or decline an Inquiry. Just messaging back within 24 hours is all you need to do so as not to have your response rate dinged. Never mind the pesky reminders from Airbnb to pre-approve. 

If it's a Booking Request, that's a different story- you do need to either accept or decline within 24 hours,

So I'd just make it clear to this guest that a booking like that won't work for your listing and wish her luck finding the perfect spot. Don't decline, as that affects your acceptance rate. If you want  to decline an Inquiry, best just to message back letting the guest know why it won't work and hope they move on.