This is not how the AirBNB reservation system should work for requests

[Teri5]

I received a hosting request where the potential guest mistakenly thought they had their own kitchen and laundry. AirBNB claims I didn't respond to the request. 

I did respond, within hours, explaining to the person making the request that it wasn't a private kitchen and laundry, as per the listing. The potential guest replied saying she would then book for only 3 days instead of 7. I replied with a suggestion regarding days that would be better so she would have shorter ski lift lines.

She didn't change the request, the request expired and now Airbnb claims I didn't respond. I clearly did respond, via the Airbnb message system which they can see. 

I have been advised by an AirBNB support team member that "In the future you never want to let requests expire. Even if the guest does not respond. It's better to deny it and choose "The request makes me uncomfortable" and you will not be penalized. It’s just how the system works."

The representative is advising me to lie because of the poorly configured reservation software system. This response would also discourage the person requesting the reservation from even changing the reservation, as the potential guest sees this response.

AirBNB has penalized me for my alleged failure to reply when it is their system’s reservation system configuration that caused the erroneous penalty. 

The reservation system should 

1. Automatically extend an expiration date and time if the host has replied to the reservation inquiry using the messaging system. Why are these two systems configured separately?
2. Give the host more time to either respond, or support an “away” message in the event the host is traveling without access to the Internet.
3. Link with the message system
4. Send a second reminder to the prospective host to respond to the inquiry within X time.

Without such a system in place, hosts are being penalized for actions, or lack there-of, of the potential guest.

I was an AirBNB host from 2012-2015 and again beginning in April 2021. While AirBNB has added some nice new features, their user interface (UX) and user design (UI) leaves a lot to be desired. Now I feel I spend more time dealing with customer support on technical issues around reservations, than I do managing the reservations and guests themselves. As a marketing technologist who makes a living fixing these kind of business process problems, I think AirBNB needs to address this sooner rather than later. There is a lot of competition nipping at their heels.

[Emiel1]

@Teri5 

You could simply have acted as this:

- Ask the guest to rectract the booking request and make a new one

OR

- Accept the booking request and allow the guest to change it to desired dates.

The answer of the Support Team was correct: that is how the system works.

There is also no serious penalty, you can unblock any blocked dates, caused by not responding in the proper way.

[Teri5]

I can't tell u how many times I have asked someone to withdraw their request and they haven't done so. 

You think it is ok to lie to a potential guest and say I am not comfortable hosting them? Clearly programming can add a better reply such as, " I need more information."

Just because "that is how the system works," does not mean it is the best way, the right way, the easiest way or the most cost effective. As someone who works in IT, I can assure you there many opportunities to improve both the UI and UX of the registration system on this platform. The companies standing on their laurels who are not striving for ongoing improvements in their business operations and processes, are the companies who will be passed by their more innovative competitors.  

[Emilia42]

@Teri5 By "respond" Airbnb means that the request must be accepted (confirmed) or declined within 24 hours. Failing to do so results in an expired request a.k.a "not responding" as you now have discovered. There need to rules and penalties put in place or else any host can simply ignore a guest's pending reservation and get away with it. That wouldn't be fair to guests.

[Teri5]

I agree there needs to be rules in place. I am offering suggestions for modifications to not only the rules, but the configuration of the platform. I am offering suggestions as both an IT professional and a host. The UX on this platform has become so cumbersome and onerous, I find I am spending more time solving technology issues than I am managing my guests. 

[Emilia42]

I think a misunderstanding here is the difference between an inquiry and a request. For an inquiry, the system already does many of the things you suggest. Request to books are different and I do agree that Airbnb doesn't do a great job at guiding the guest in making the appropriate choice when contacting the host. But it is also the responsibility of the host to learn how the system works and how to best navigate it.

[Colleen253]

@Teri5 "AirBNB claims I didn't respond to the request." 

"I did respond, within hours, explaining to the person making the request that it wasn't a private kitchen and laundry, as per the listing."

The problem here is you didn't accept or decline the request, you only responded with a message. There is a difference. The responsibiity lies with the host to either accept or decline a booking request. If the booking is not going to work, the best thing to do is ask the guest to withdraw their request (and there are tricks one can employ to help that along). If they don't, the host has no choice but to decline.

By the way, here's a deep dive into Requests and Inquiries, and the difference between them. It helps to be clear on how both work,

https://www.airbnb.ca/resources/hosting-homes/a/understanding-response-rate-and-acceptance-rate-86

[Teri5]

Thank you Colleen. This information is very helpful.

That said, the page you referenced states; "If a guest sends you a booking request and you only answer a question, but do not approve or decline before the request times out, that counts as a decline."

This states that it counts as a "decline," not a failure on my part to respond, for which I receive a penalty and my response rate goes down. This contradicts what everyone is telling me here.

I would appreciate knowing any tricks you have for getting the potential guest to respond.  Thanks.

[Robin4]

@Teri5 

No, that was quite specific Teri, if you don't approve or decline in the allotted time, it counts as a decline....and declines can be penalised.

Teri, I have had a few like that a few years ago, that did not respond to a question, when I have answered them since I have said, "I have pre-approved your stay with a special offer. That offer will stay valid for 6 hours. If I do not have a response from you within that 6 hours I will have to reluctantly decline the stay"! 

The special offer does not need to be  related to a discount, it can relate to duration change of the reservation you want to make.

You can always withdraw a pre-approval or a special offer at any time if the guest does not respond......it does not have to go the nominated 24 hours.

Cheers.......Rob

[Robin4]

@Teri5 

Yes Teri, The rules are one thing, the way hosts and guests interpret them is another. Although there is a difference, the lines can be pretty blurred between a reservation enquiry and a reservation request. The guest has to put in dates for each which leads to confusion.

Some here say all you need to do is reply, but I have never had confidence in the system accepting a simple reply as a........'response'!   The automated booking system is triggered by one of 4 actions. This is why I always either, accept, pre-approve, send a special offer, or decline any approach by a guest. That way I can have confidence I have satisfied the Airbnb reservation mechanism!

Cheers........Rob

[Michelle53]

@Teri5     With regard to the 24-hour required response time to a trip request (formerly known as a request to book) indicating either an approve or decline, I've also struggled with guests being non-responsive.

But also, don't forget that your calendar is blocked by this request until such time as you take action, one way or another. If this guest is one you are having trouble managing,  not responding, not making changes to requests, not withdrawing, etc, in the long run it is better to do the decline and open your calendar back up to what might be a better reservation. 

Continually extending the request would just keep your calendar locked up until the guest made up their mind, or keep the guest hanging if the host didn't make up their mind.  It really is, I think,  a reasonable amount of time.

[Fred13]

@Teri5 "This states that it counts as a "decline," not a failure on my part to respond, for which I receive a penalty and my response rate goes down. This contradicts what everyone is telling me here."

Machines can't appreciate intentions. The lack of a Decline/Accept decision is what it caused the Request to be auto-declined after 24 hours.

It appears you treated this Request as one would an Inquiry and there lies the dilemma.

Of all the things goofy about Airbnb, this is not one of them.

[Suzanne302]

@Teri5  You've been given excellent advice here on the difference between responding and declining/accepting.

I will add that a great trick to get a guest to withdraw a request after this scenario is to say this:

"Thanks again for your interest! If you withdraw your request within 24 hours you will not be charged for the reservation."

I've used this multiple times and it works like a charm to get them to withdraw the request immediately. Even though it implies they will be charged if they don't withdraw, technically, it's not a lie. 

[Emilia42]

I also love the good old (for @Teri5 's case) "There is no private kitchen or laundry access in the space. I am happy to confirm your reservation. If this space is not a good fit for you please withdraw your request as quickly as possible. I would hate to see Airbnb hold on to your deposit for a reservation longer than needed." Put the onus on the guest. Accept the reservation, if they want their money back they can cancel.

[Lisa723]

@Teri5 as others have said the most reliable way to get a request withdrawn is to threaten to accept it. “Since Airbnb penalizes hosts who don’t accept requests to book, in x hours I will accept your request to book our space without private kitchen and laundry for your original dates. If this will not work for you, please withdraw your request immediately to avoid being charged for a reservation you cannot use.”

Yes the Airbnb system could be improved in many ways. But you are not helpless.