Communication methods after booking

[Ann533]

Hi guys

Do any of you experience guests insisting on communicating outside of the airbnb platform? He's already booked but now wants to communicate via what's app with a range of questions, nothing out of the ordenary (yet) but he sent me this reply and I'm stuck as to what to say. 

I travel the world because of my job and most part of the time I use air bnb.
Communicate outside Airbnb website before the paiement I deeply understand and I agree. This is the safest way for both part.
But after the paiement I don’t understand. All the more, Airbnb messages are keeping by the web site and there is no way to delete it or manage it by yourself... It’s too much intrusive for me and this is for that, after paiement I prefer to speak on WhatsApp or sms.
And you are the first who not agree with that. This isn’t an issu, you want to follow the rules so we did...
Unlike you, my “private” conversations (where I want to go during the week end, from where I come from, with who I will be, what time I will arrive,...) I want to keep it “private” and don’t “share” it with a web site/app who save it...

[Jonathan6 · Accepted solution]

I regularly communicate outside of AirBnB, mostly by text message in fact I send a text to every guest after I e-mail instructions via ABnB asking them to confirm receipt.  I have found times where the message does not get through ABnB's system.  It also gives the guest an alternative way to get in contact with me as they may not have access to wifi, but may have a cell signal for texting.

I agree with your guest about the blocking of phone numbers, web sites, etc.  Many times I want to give directions or a web address of a nearby attraction and ABnB blocks it.  If your a frequent user (as this person seems to be) you can get frustrated by this.  

The important part is to make sure you send anything that you need documented through the ABnB system so they have visability if you run into a problem.  You can answer the guest via the other messaging app but then document in ABnB. (i.e. Just confirming our conversation....).

[Daniel1992]

I have most of my communication in the AirBnB app so that they have logs of the conversation.  If they want to talk outside of the AirBnB platform, I keep that to a minimum.  I'd rather have the information all in one spot in case something happens, as did last weekend with a cancellation that occured after the check-in window.

Also, he must not realize that once you put something in text, regardless of how it's sent, isn't kept private.

[Letti0]

@Ann533  What are this guys reviews like? I always insist on communicating through the AirBnB system as it protects both the guest and the host. I would not be comfortable with a guest that refused to communicate that way. I would follow up on any conversations in the AirBnB system whether he likes it or not. 

[Jonathan6]

How do you get information to your guest that contains a URL?  I give people links all the time to attractions, hours of operations of the gym, phone numbers or e-mail addresses of local contacts, etc.

The messaging system is so restrictive, If I choose to use it I have to create an attachment, use the provided ABnB e-mail address and send it from my e-mail client and you can't see it on the web interface anyway.

Why ABnB makes it so hard to communicate is beyond me.  I'm in the business of customer service and I will accomidate my guest any way I can, but yes if I have an issue I will document on the system or insist with the guest they communicate on the system, other than that, why fight it just to use an inferior platform.