Being penalized as a host (for 'not responding') when it's the potential GUEST who's at fault!

[Tom-and-Christiane0]

A potential guest couple made a request to stay with us but incorrectly wrote "1 adult."  We sent them a message pointing out the error, but they did not respond within Airbnb's 24-hour time limit.  Yet a standard form message from Airbnb says WE will be penalized for it!   Isn't that unfair?  What can we do about it?

[Alice-and-Jeff0]

@Tom-and-Christiane0 - you had 2 options when the the guest incorrectly requested for 1 person when they really wanted to rent for more.  

1. You could have declined https://www.airbnb.ca/help/article/360/can-i-decline-booking-inquires-or-reservation-requests
2. Accepted the reservation and sent a reservation change.  https://www.airbnb.ca/help/article/50/i-m-a-host--how-do-i-make-a-change-to-a-confirmed-reservation

By not responding in some way you are penalized, so you have to act in some way.  You could try to contact Airbnb and see if they will make an exception, but they, historically, do not.  Non-responsive guests are not typically good guests, so, in my experience, if they don't respond, I decline.  

[Tom-and-Christiane0]

Thank you.

But we DID respond -- by sending them a message.  Apparently Airbnb somehow doesn't count that as a 'response.'  That's what seems unfair to us.

[Cynthia-and-Chris1]

You're right, just sending a message back does not count as a "response" for Airbnb's Response Time calculation.  You need to Pre-Approve, Accept, or Decline.  If you guest doesn't respond to your inquiry within the 24 hours, you can send them a message indicating you will be decling their request until/unless they respond and then they can send a new request. 

[Karen-and-Brian0]

Hi @Tom-and-Christiane0 Yes it's a bit unclear and perhaps unfair because by response, Airbnb means action - either Accept or Decline - within 24 hours. They have now helpfully added a clock that ticks down the time, which now prompts us to realize we need to take action so we can avoid the dreaded non response ding. - Karen

[Alice-and-Jeff0]

Sending a message only stops the clock on Response Rate.  For a Reservation request, you must create an "action" - decline or accept.  If they only sent an inquiry, messaging is fine and still counts toward your Response Rate.  

I understand that you don't think it's fair.  You can try to plead your case with Airbnb but it's your responsibility to host to the standards Airbnb has required.  The fact that the guest made the error, is, indeed, problematic. As hosts, we are held to a higher standard of understanding of how Airbnb works.  There have been plenty of times I've counseled a guest that I have only 24 hours to make a determination and if they do not respond, I will be forced to decline and they will not be able to book with us.  Perhaps this techinque will work for you on the next opportunity.  

https://www.airbnb.ca/help/article/363/what-does-each-reservation-status-mean

https://www.airbnb.ca/help/article/430/what-is-response-rate-and-how-is-it-calculated

[Tom-and-Christiane0]

Thank you.

Live and learn, I guess. .