Looking for recommendations on how to better deal with third parties who make reservation on behalf of actual guests. Two examples.
1. I use "August" smart lock APP for front door access. Guest was booked by his spouse, so she had all the Airbnb sign in data. He arrived and could not access front door so we spent 30 minutes with August on the phone who said he (actual) guest never completely signed into their APP so could not direct anything to happen. He wrote this up as a check-in problem in his review.
When his stay ended early and he wanted a refund for unused days another 30+ minutes spent on phone with Airbnb, complicated by his spouse doing the booking and not sharing sign in data with him. He had to call her while talking with Airbnb, to obtain sign in info.
At a later point I called Airbnb asking if there was a mechanism to alert me (text or email) in advance if a guest had not successfully downloaded the August and/or APP, and she said she had never received training involving Airbnb & August link even though I had seen references to such an alliance on the Airbnb site. Later I was able to find the link and the very next guest used it as an Airbnb, and August link, and I got notification ahead of time that they were all set.
2. I now have another guest coming but reservation was made by his sister, who is not going to be a guest at all, but is who Airbnb will be the contact. Tried unsuccessfully to get her to forward the August APP installation email to her brother, but since she does not see the urgency has not.
3. There's also another question wtih regard to 2 above. If a third party is doing the booking, where is the security screen for actual guest?
