One of the most active discussion topics here in the Community Center is on Instant Book. During our conversations, many of you have raised important questions regarding this hosting tool. So we brought your most-asked questions to the Instant Book team and have gathered the answers for you.
I really hope you find the responses helpful. To make it easier to read all the information here, please click on the 'Read more' sections to view the replies! 🙂
Why should I use Instant Book? What are the real advantages?
There are lots of reasons you might consider using Instant Book.
1. For many of you, hosting is your business. You put a lot of effort and time into creating a welcoming experience, and you also rely on the income you generate. Hosts who use Instant Book often get up to two times as many bookings than hosts who require reservation requests. Here’s why: 2. Guests usually prefer to book instantly, if they have that option. It saves them time and allows them to get on with planning the rest of their trip. 3. We have a filter on our search page that allows guests to filter for Instant Book listings, and nearly 2 out of 3 bookings on Airbnb are made using Instant Book. Instant Book saves you time because you don’t have to respond manually to every reservation request from travelers.
Besides your investment in your own business, as a host you’re on the front lines of creating a world where everyone belongs. Instant Book is a powerful tool you can use to help foster that sense of belonging:
1. Instant Book is one of the best ways to ensure that every guest can receive equal treatment on Airbnb. 2. Our data tells us that a guest who tries to book on Airbnb and gets rejected (or doesn't hear back from a host) is less likely to ever use Airbnb again -- even less likely than a guest who has a 1-star trip on Airbnb! 3. We consistently find that the quality of guests and types of trips booked using Instant Book are nearly identical to request to book trips. Instant Book guests receive the same average ratings from their hosts as any other guest.
Yes, you’re more likely to get more bookings if you turn on Instant Book. Here are some reasons why:
Guests prefer Instant Book. More than 60% of bookings on Airbnb are now booked instantly.
Instant Book listings get a boost in search results.
Turning on Instant Book means your listing will show in search results when the Instant Book filter is applied.
More views often translates to more reservations. And, our data shows that Instant Book hosts often get up to 2x more reservations than request to book listings.
I'm a new host. I wasn't aware of Instant Book and got a booking without accepting and haven't updated my calendar yet. I have cancelled the booking and now have been fined. Why is Instant Book a default?
We’re careful to make it clear to new hosts that they can be booked instantly when they set up their listing, but we know there’s room for improvement. Since new hosts are still getting used to Airbnb, we waive the cancellation fee for one host cancellation every six months (learn more).
The reason we want new hosts to use Instant Book when they join Airbnb is that Instant Book is aligned with Airbnb’s mission of creating a world where people can belong anywhere. Guests also prefer to book instantly, and hosts have the potential to earn more if they let guests book instantly. Finally, we’re slowly moving toward Instant Book being the prefered booking method on Airbnb, so this starts new hosts off in the future of booking on Airbnb.
Can I prevent a bad guest that I've had in the past from booking my listing in the future via Instant Book?
Yes! We recently made a change on Airbnb that automatically blocks guests you’ve negatively reviewed or rated lower than 3 stars from booking with you again.
This is my home and I want to have more control around who stays here. How can I trust that the person arriving at my home is the same person that booked?
In order to book a home on Airbnb, all guests must meet certain requirements, which include verified phone number, email address, and payment information. We also encourage hosts and guests to add verifications through their social networks like Facebook and LinkedIn.
Hosts can also require that guests submit their government-issued ID to Airbnb for comparison with another form of ID. Usually this process includes the host submitting a selfie photo which Airbnb will check to make sure the selfie matches the photo on their ID. These different layers of verification can help you ensure your guests are who they say they are.
Why is Airbnb giving a search boost to hosts who have Instant Book turned on? I feel like I am at a disadvantage by not turning it on.
Like you, we want to make sure that travelers choose Airbnb when they book a place. This is why we promote listings that travelers can book instantly. Guests are much more likely to use Airbnb when they’re able to book the place they want instantly, and that means more future business for hosts! We want to encourage hosts to turn on Instant Book because they have the potential to earn more and give their guests the best possible booking experience.
We understand that Instant Book may not work for every single host. You can turn off Instant Book at any time in your Booking Settings. However, before you turn off Instant Book, we encourage you to explore the different guest, calendar, and reservation settings we have available to help you get reservations that fit your listing. For example, if you feel like your reservations are back-to-back and you don’t have any time between them, you can actually set your calendar to automatically block days between reservations.
How often can I cancel an Instant Book penalty free? For what reasons?
Hosts who use Instant Book have unlimited penalty-free cancellations if a guest breaks a house rule, if they intend to break a house rule, or if the host is uncomfortable with a reservation. These types of cancellations are 100% penalty-free, which means no fees, no automated review, no permanently blocked dates, and no impact on Superhost eligibility.
However, you can’t cancel penalty-free if your reason violates Airbnb’s Non-Discrimination policy. If a guest claims there’s been discrimination, the cancellation will need to be reviewed by Airbnb and may not be penalty-free.
Why are you pushing instant book when it takes away the personal touch that makes Airbnb special?
Our goal with Instant Book isn’t to take the personal touch away, but to help the host focus less time on the logistics of booking (emailing back and forth, managing expectations, confirming house rules, etc.) and more on the part of hosting that is the magic of Airbnb.
Moreover, Instant Book as an experience helps make guests feel more welcome when they use Airbnb. With reservation requests, guests can often get multiple rejections, even if they meet all the requirements to book. And it’s hard for guests to plan their trip when they’re waiting on hosts who are unresponsive. When guests get rejected or find it hard to book a listing, they’ll often choose to avoid Airbnb when booking their next trip. Knowing they can go on Airbnb, find a place they love, and book it right then, makes guests more confident and more likely to use Airbnb every time they travel.
I have been hosting for a while, and some of my guests who have booked via Instant Book have broken my house rules. Why would I trust Instant Book?
While there are always exceptions to any rule, it’s important to know that on average, guests who use Instant Book are rated by hosts just as highly as those who request to book. We consistently find that the quality of guests and types of trips booked using Instant Book are nearly identical to request to book trips.
We provide the ability for you to set clear expectations about your listing in your House Rules and listing description so that both you and your guests share the same understanding about the home.
We want Instant Book hosts to feel as confident that they’re getting the right reservations as hosts who require a reservation request. That’s why if you’re ever uncomfortable with a reservation or if a guest breaks your house rules, you can cancel 100% penalty-free online, anytime. You can learn more about canceling reservations in the Help Center.
Why do only Instant Book guests have to verify their ID and other guests do not?
Before they can make any reservation, all Airbnb guests are required to submit and confirm their full name, email address, phone number, and payment information. Since Instant Book hosts don’t have the opportunity to review every request, travelers who wish to use Instant Book are required to verify their ID with Airbnb. This way, Instant Book hosts can have more confidence that their guests are who they say they are. In addition, since Instant Book hosts don’t get to see a traveler’s reviews until they receive a booking, we allow them to limit Instant Book reservations to experienced guests with only positive reviews.
This is a suggestion: Can you create a setting where certain dates in our calendars can be booked by Instant Book and other dates must be booked normally?
This a great idea! We’re exploring ways to do this and will provide updates if we decide to move forward with it.
Does turning OFF Instant Book make your listing disappear from searches?
No, turning off Instant Book doesn’t make your listing disappear from search results. However, guests have the ability to filter for Instant Book listings, and in some cases, that filter may be turned on by default. When the filter is on, listings that have Instant Book turned off will not show up unless the traveller turns the filter off.
Thank you,
Lizzie
--------------------
Thank you for the last 7 years, find out more in my Personal Update.
Looking to contact our Support Team, for details...take a look at the Community Help Guides.
Hi - I don't accept children for free. $12 per night for any guests over 2. I do accept babies for free. I have never had a family not book and pay for their kids - but if I did I would write them and decline the booking. I have discounted my rate, though, on rare occasions for children.
I have written to Airbnb re being forced to accept guests under 2 yrs for free. I have had guests arrive with 2 children under 2 yrs and a range of pets ( I host dogs, cats and birds for free) so no payment for 4 dogs and 2 under 2 children is a joke. The toddler has almost destroyed the home single handedly. I think under 6 months is ok but when they are crawling and walking the floor ends up with squashed biscuits, fruit, yoghurt etc through the carpet and dropped food squashed into the lounge. Dirty nappies stinking the place out. Sticky finger marks everywhere and beads and tassels rippedn off lamps and cushions. I am prepared that the dogs may uplift a plant or the need to hose down the veranda but needing to spend hours cleaning the flat is horrible. Sometimes I hire a cleaner when I am working and I make nothing that night When toddlers are included free it ends up costing me because the cleaner takes double the time. Plus guests themselves have the mindset when they are not paying for the toddler that the toddler doesnt count as a guest. They then ignore the damage and extra cleaning and damage their 18 month old child ( for example) causes. I need to know to pre arrange cleaning times for when they check out and just how many dogs, cats etc are coming and confirm the pets need to stay on the veranda or in the yard. Instant Book just does not work for me and neither does under 2 for free.
@Lizzie Instant book has been really a great tool to work with speaking from my own experience I prefer to get an instant book reservation and preventing me from getting thousands of question from a potential guest that may not even book my property. There are so many guests like this on the network nowadays and the instant book can already give you an idea how serious your guest is. Thank you for that post Lizzie!!!
Hi @OomeshKumarsingh @David126@Lizzie, I have instant book enabled which hasn't prevented potential guests from sending countless questions, about issues that aren't specific to my property -- and that didn't translate into a single booking. This past summer was my first time listed on AirBnB and I fielded so many questions about topics like powerboat rental, ferry schedules, kite surfing in nearby Turkey etc. I spent a great deal of time researching/enquiring about all these topics and people evntually just disappeared, without explanation. I guess people want to know a lot before committing ("instant booking"), especially since I have a strict cancellation policy with no 48-hour grace period. Maybe I should revisit the cancellation policy but it's a small island off the beaten track, and it will likely be hard to fill the space if someone cancels even 14 days out. I was heavily pressured by one confimed party to cancel 2 days before arrival, as they admitted to booking in a hurry and thought I was in Turkey and not Greece. They would lose 50% of their money if they cancelled so wanted me to cancel instead. I was very reluctant, as was just building a reputation, but got an assurance from AirBnB that I wouldn't be penalized so I cancelled. To be honest, I regretted it afterward as people should take the time to at least determine the country where the property is located! Did I do the right thing by allowing the cancellation? Should I change my cancellation policy? Too, I was asked by two parties wanting to instant book, if they could get a discount. I agreed but they still didn't book. Thoughts from you more experienced hosts much appreciated!
Hi @Paulette23, I had a look on one of your listings, the shipowners house. The building is beautiful, full of light and the blue tiled floor is beautiful. You have a very long description, which I did not read in full, but no transport or area information. If you put that in there, you will avoid quite a few message exchanges. Everyone wants to know how they can get there and what you can do there, shopping, restaurants and activities. You can put in a general information and answer detailed questions with “You will get this information automatically on the booking confirmation.” And put more specific info in the booking confirmation.
As for cancellation, I never refund, if I cannot rebook. That means “No” to the automatic suggestion, but if it’s a nice guest, some money via the resolution center, after the replacement guest left.
there are extenuating circumstances, like a death or hospitalisation, but “to stupid to look up the country before booking” does not qualify as a medical condition for that.
You set a cancellation policy for a reason. Either stick to it or change it. If stict means flexible in a certain number of cases, guests expect that everywhere.
The mail is just an automatic message, not a personal request for you. Say No next time and ignore it.
I also meant to mention that some guests are just "high maintenance" and need/want a lot of interaction - and the first-time bookers are expecially anxious and need some hand holding.
Hi - I agree with Helga's comments. I also have a strict cancellation policy as I am in a major tourism area. As I recall there is an airbnb option to refund a cancelling guest all or part of their money. I know I did this once somehow. After a while you will learn the things guests need to know before booking and include them in your write-up. It took me a while to get it right. Good luck!
I use IB and sometimes will get asked questions, but it is very uncommon, and I have found those with odd questions are the least likely to book.
Last one I had made no real sense and then admitted they had not looked to see where I am, who looks to book accomodation without having some idea of where they want to stay?
I would have some sort of standard copy and paste response, you could also mention the AirBnB system does not allow you to send links but the information can be easily found with a quick Google.
Probably half my cancellations have cited extenuating circumstances, most of the rest cancel before I would get anything (Moderate) so not something I find to be an issue,
Never assume AiBB will uphold your policy, never cancel for a Guest, they cancel or ABB cancel.
It is fantastic to have a good discussion around this, thanks for all your comments and feedback, it's great to see that you are pleased to receive more information on these frequently asked questions in the CC.
David, just to put your mind at rest, all of the answers have come directly from the Instant Book team's own mouths! 🙂
Lawrene, Annette and Kelly, thank you for highlighting your point about the pre-booking message, I am pleased to hear it is all working as it should be. Thanks Lawrene for testing this out and confirming this for everyone.
Lastly, I really want to help to provide you and the rest of the Community Members here in the CC with more information, especially around active discussion points raised, like Instant Book.
Thanks again everyone and please do continue to share your thoughts.
Lizzie
--------------------
Thank you for the last 7 years, find out more in my Personal Update.
Looking to contact our Support Team, for details...take a look at the Community Help Guides.
@Lizzie I certainly was not wishing to imply that you could not have done this yourself, just took it as official AirBnB announcement.
Some of the issues other people think are a probem I do not see but then there are things I think need changing which no doubt others are OK with, such is life.
Aw no problem at all @David126, I didn't think you were! hehe. Mind you, I put my hands up for the idea of creating this post, but I thought it best to go to the brains behind Instant Book for the answers! 🙂
It is a good point that we all find different things that work for us, I suppose this is what brings character to our lives. Having said this though, if you have ideas for any improvements you would like to be made on Instant Book please do share them in the Community Center.
Thanks David.
Lizzie
--------------------
Thank you for the last 7 years, find out more in my Personal Update.
Looking to contact our Support Team, for details...take a look at the Community Help Guides.
@Lizzie -- a very simple suggestion: have IB, but do not in any way discriminate against people who don't use it, because their place is very personal, or they want/need to screen out potential partyers, or they prefer the interaction.
This would then allow people to do what they prefer, rather than feeling bullied by AirBnB. IB works for you? Great, get bookings by people who want the certainty. You prefer more conversation? Sure, do. It's the bullying that is just plain wrong, and kind of breaks the spirit that AirBnB had up to now.
I could not have responded better myself. Thanks to this perceived bullying and discrimination, we are considering dropping out as hosts now - reluctantly because we have enjoyed all our guests - but yes, we did get to know them online first. Tried IB for a short period and we did not like it at all.
