Guest couldn’t get in because they didn’t read the instructions

[Sheri174]

I had guests checking in yesterday. I sent a welcome message that included the check in instructions to use the code on the door. Apparently they did not read it, and tried to get in at 11:30 last night. They kept ringing the doorbell instead of putting in the code. I guess they went to a hotel, but they are not answering messages. What should I do now? Refund their money? I offered to let them stay an extra day if they check in today, which would be their original rental time., But again, they aren’t answering their messages. I’m not sure what to do from here.

[Mike1034]

@Sheri174  Did the guest sent you messages after they were not able to open the door? Did they contact Airbnb support  and ask for help?

You can contact Airbnb support and ask them to get hold of the guests. If your guests just booked for one night, probably it does not worth the hassle and just refund them. I had encountered a situation similar before. A guest booked same day and came to check in in less than one hour after booking. I only noticed the booking confirmation one hour later. And the guest had left. I then refunded the guest. And neither of us left review.

[Sheri174]

they had reserved for two days, checking in yesterday, and checking out Saturday morning. That’s why I messaged them that they could go ahead and stay until Sunday if they wanted and get in their two full nights. They never messaged me back and they never asked for help or contacted Airbnb as far as I know. She had replied to a message when she first made the reservation, so I know that she’s getting the messages. Very strange.

[Colleen253]

@Sheri174  it sounds like they might not be getting any of your messages for some reason, since it appears they didn't know about check in instructions, and aren't answering your messages. You could call Airbnb, get them involved to try to reach the guests. 

[Sheri174]

I texted her through her phone instead of the Airbnb platform and she texted back. She said she had not gotten the message and had texted me multiple times and got no response. She only had the Airbnb contact for me, but I have never had a problem sending or receiving messages through Airbnb. I'm wondering if she just didn't check her messages beforehand and doesn't want to admit it. If she did send them, and didn't get mine, then I'm upset with Airbnb that I will lose that rental if I have to refund their money. 

Thanks for the reply.

[Colleen253]

@Sheri174  the platform is rather plagued with glitches. It's a common problem off and on. I would call customer service and run them through how this all went down. They should be able to see that you sent the messages to the guest. Is the guest moving on?

[Sheri174]

She rented a hotel room for last night and is just going home tonight instead of checking in and staying. Even though she hasn't asked for a refund, I am thinking I will figure out how to refund one night and the cleaning fee. Even though if she sent texts and I didn't get them because of Airbnb, it isn't either one of our faults. I tried calling one number for Airbnb, but the call kept failing. Maybe I'm not trying the right number. 

[Colleen253]

@Sheri174  Keep trying anyway. 1-855-424-7262 is the number I get from the help pages. If the communication breakdown was due to a glitch, they should be informed. 

[Sheri174]

I will try that number again, thanks!

[Linda108]

I have learned that just because you send a message does not mean the message is received, @Sheri174 .  If you have enough time, you can continue to message but if you are dealing with little advance notice, consider calling as your process for follow up.  

This guest will be able to review you, so it is possibe you will have your first negative review.  Take 2 steps:  examine how your system contributed to this problem and develop a response to the review that will demonstrate you are a professional, considerate host.  

You are obviously doing a great deal correctly given your 11 5 star reviews!!