When Instant Book doesn't happen and you receive a request instead

[Karla533]

I am relatively new to ABB and I wanted to share something I discovered recently.

I have Instant Book turned on. I also have all the restrictions available for Instant Book checked off: verified identity, host reviews, and guest must send a message first.

A few times I have received the guest's message instead of Instant Book. Then my problem is, what do I do now? In one case it looked to me that she did not have a verified identity with ABB. I told her this, she said I was wrong. In another case, everything looked just fine and I couldn't figure out what happened.

ABB does not tell you why the guest is required to send you a message instead of being able to Instant Book.

1. Does anyone know if bad host reviews alone will create the message requirement?

2. For now I have adopted the policy that if they can't Instant Book, I will decline the reservation. In one case I just went in and blocked the calendar days she wanted. When she wrote back, I said so sorry, asked her if her dates were at all flexible (to try and cover my tracks).

Is there a better way to handle this? Thank you in advance!

[Mike-And-Jane0]

@Karla533 there are several things that require IB guests to request a stay. Among these, as you surmise, are not meeting your requirements for ID etc, different requirements for check in time, and less than allowed notice of booking prior to the stay. It can be really hard to spot why the guest can't IB.

Some of the above is under your control as there is, for example, the ability to allow/not allow guests to request stays at short notice. I don't know if the other things have similar opt ins but its worth just trawling through your listing to see.

The risk you face if you regularly reject a booking request is that airbnb will suspend your account for a few days.

[Emilia42]

@Karla533 

Regarding lack of verified ID:

Make sure this box is checked. If not guests who are not verified will still be able to send a request. If checked, Airbnb will initiate the ID process before the reservation can be Instant booked.

https://www.airbnb.com/hosting/requirements

[Sarah977]

@Karla533  Declining all requests will quickly get you suspended. Guests who don't qualify for IB are allowed to send requests and there is no good reason to decline all of them. The whole point of requests is that  you have the opportunity to communicate with guests and look at any reviews they have to determine whether to accept them or not. 

It's one thing to decline a guest request because you see that they couldn't IB due to bad reviews and ratings, but simply dismissing them because they don't meet all your IB requirements (such as new guests who have no reviews yet) isn't the way to handle this.

Are you aware that many hosts don't use IB and all of our bookings come via requests?

[Suzanne302]

@Karla533 

There is a difference between a "Request" and an "Inquiry." The fact that you were able to block the dates indicates the messages you're getting are Inquiries. Those are simply when a potential guest messages the host.

An actual "Request to book" would block the dates on your calendar until you Accept or Decline.

For an Inquiry, you simply need to respond to the message. For a Request, you must Accept or Decline. And as others have said, you don't want to get into a habit of declining requests or you will be penalized by Airbnb.

[Karla533]

Thanks for the helpful comments everyone.

ABB pushes Instant Book very hard, for those who haven't tried to turn it off lately. BUT they also promised me that I can refuse anyone I want if I agree to permit Instant Book. 

I'm new to ABB but have years of experience as a landlord, including multi household properties. Also this is my 4th micro business (I'm old).

Not being able to screen occupants is a little scary for a former landlord, and definitely the most scary part of doing ABB. However, so far so good, and I'm really having fun with this and find it much more fun than being a LL!

[Sarah977]

@Karla533  It doesn't matter whether  Airbnb tries to persuade you to use IB. If you don't want to use it, turn it off. 

I  have never used IB. And I trust my own vetting of prospective guests far more than being able to set a few requirements for IB that do almost nothing to protect you. I have never gotten a "bad" guest.

Verified ID? So what, just because someone has uploaded a copy of their driver's license doesn't mean they won't be a horror guest. Previous good reviews? Plenty of hosts leave dishonest reviews. 

As an experienced landlord, even though you don't have the same safeguards through Airbnb that you do as a landlord- collecting references, asking for work history and present employment, doing credit and criminal record checks, etc, you have an advantage as a new host in that you probably know the right questions to ask of a prospective guest and can likely sense if someone is being less than honest with you or sending up other red flags. Trust your intuition. 

[Helen744]

helen@744. First is there a flag. It may be they are first time users. the enquiry question comes with the booking if u have it turned on . you then send a message with various info . ask if they have rad your rules . ask for times of arrival vax certificates etcetera . Get to know them but it is a booking and their id pic should appear if there is a prob with the pic like obscured faces sunglasses part g

faces then ask directly for a full face pic. A booking will appear in your reservations an enquiry is nothing to do with instant book as such H.

[Kathy1123]

I am also a new host and it was suggested that I use instant book to get bookings. I did and this is only my third guest. I did realize that he did not include an email in the ID verification. Only a phone number . He has just joined in 2022. I have received him as a guest now and he is booked got 14 days. I had a conversation with his Don last night and told him that there is no smoking allowed in the apartment. He tried to tell me he would just not smoke two days prior to checking out and I told him no that is not ok and that he is welcome to use the enclosed gazebo on the deck but is not to smoke indoors . He is ignoring me and smoking in the apartment anyway. I am hoping to become a super host and I’m afraid if I push this then I will receive a bad review from him and that may hurt my chances of becoming a super host right from the get go. I am a pretty laid back person and I really don’t want to start an argument with a guest. This man does not speak my language and his son is interpreting for me but he’s not listening to his son. Should I continue to say nothing and provide him with an air purifier? That seems unfair to myself as I am jeopardizing my unit for his comfort and the guest who are booked following his stay. I don’t want to open a whole can of worms being such a new host.  Any advice ? 

 

[Sarah977]

@Kathy1123  Hosting will go poorly for you and you will end up feeling like a disrespected doormat if you let your fear of a bad review or striving for Superhost keep you from enforcing your house rules or letting guests walk all over you. 

A guest like this needs to be told that he either complies with your house rules, or he will have to leave and you will amend the booking. 

Superhost or a possible bad review should not be a mental priority in dealing with bad guests. It is your home- be polite but firm about your rules. I would tell the son that if his dad does not stop smoking inside immediately, you will have no choice but to phone Airbnb to cancel the rest of the  booking.

If you are going to use IB, which I don't recommend for new hosts or share hosts, make sure you have all the requirements set- good reviews, verified ID, profile photo, all of it.

Airbnb's "suggestions" are not to your benefit. IB, their absurdly low pricing tips,accepting long term stays, last minute bookings, etc. is all about getting bookings rolling in as fast and furiously as possible, so they can collect their service fees. You can safely ignore all of it- do what works for you, not a billion dollar company. 

[Kathy1123]

Thank you so much for that as I am struggling with them wanted me to discount by up to 42% for longer stays. That doesn’t seem realistic. As well thank you for your advice it doesn’t serve me well or sit well with me to be a door mat . I will approach this situation with much more confidence since your much appreciated input . Thank you 

[Sarah977]

@Kathy1123  Long term stays are another thing you should not consider, regardless of the discount you choose. Guests become tenants in most jurisdictions after 30 days, subject to landlord/tenant laws and you could have a nightmare situation if you want to evict them. 

More than a couple of weeks is a long time to put up with what could prove to be an objectionable guest when they are living on the same property. 

And if you want to build up reviews and stays to qualify for Superhost, you need short term bookings, not long ones. A low rating review from a long term guest can quickly tank your ratings. If you have lots of 5 star reviews, a lower one won't have the same impact.

That said, don't get caught up in wringing your hands over a less than positive review or rating. That way lies madness.

[Kathy1123]

Thank you agsin . I have yet to book one over 28 days but will make sure I do not going forward . Wow I’ve just started today on this site and have already got so much great advice . I’m glad I reached out. Thank you 

[Kitty-and-Creek0]

@Kathy1123 

Make sure you check your settings, and have the longest stay within your personal tolerances. This is a profession and a business to learn, and you definitely will learn, over time. This is your business, and your house rules should be about your own preferences and firm boundaries.