AirBnB says I am not responding in 24 hours

[Gina277]

This is the second time that I have had this problem. I got a request from someone who wants want to bring a grandparent that uses oxygen 24/7. I messaged them in well less than 24 hours about whether or not my place will work for them. We are at ~5500 ft so the grandparent may not do well. I wanted to let the folks know so they did not come and have a miserable experience. However, because I did not decline or accept, AirBnB says I did not respond. That is a ding on my record even though I am being a conscientious host. Any ideas on how to avoid this. Hey AirBnB, if you monitor these conversations, please consider a fix to the problem.

[Helen3]

Yes. Simple. Decline the reservation if your place is not a good fit.

[Michael99]

We always send the house rules as we have found that many travels do not read about the property, minimum age, no parties, etc. Our city ordnance on STRs is stringent.
And We have a much better interaction with the guest when we are free of miss understandings. But very often guests do not respond before the 24 clock expires. This is frustrating. 

[Sarah977]

@Michael99  I think you also have to give the guest a deadline to respond if they send a request rather than an inquiry. Like "Please respond to this message by XX time, indicating that you have read and agree to the info we've sent, or unfortunately I will have to decline the request, as hosts have a limited time to either accept or decline. If you don't agree, simply withdraw the request. Thanks for your understanding."

[Letti0 · Accepted solution]

@Gina277  I would call AirBnB and ask that the ding be removed and your dates reopened as it was a safety and health issue for Grandpa they needed to be made aware of and they failed to respond. 

AirBnB number:

United States and Canada

+1-415-800-5959 +1-855-424-7262 (toll-free)

For Superhosts (they will verify you):

North America: +1-647-945-9627 +1.888.326.5753

[Gina277]

Thanks. I didn't know how to contact AirBnB to talk to them.