Guest refuses to give reason for stay

[Amanda660]

Hi all

I had a newbie book a couple of months ago on instant booking.  I have a couple of questions that guests  must answer on booking - what brings you to the area’/reason for stay etc.  They have no profile pic or ID and the only communication I received  was ‘is that it booked?’.  Sent a polite message thanking them for their booking and asking them what brings them to the area, whom will be staying, could they possibly add a pic for security.  He ignores it for 6 weeks so I message again 3 days ago  and he ignores it but today he messages asking if the balance has been taken from his card.   What do you make of this?  He’s due to arrive in 2 weeks - 5 guests for 2 nights over a weekend. 

[Rachel0]

@Amanda660 What I make of it is that he is rude and at this stage, as a newbie, has not managed to work out the difference between staying in a hotel and staying in someone's home.  I would message him again in a couple of days asking him yet again for more information about the reason for the trip and remind him that it is your policy to be given this info before arrival.  

[Beth80]

@Amanda660 

Yes, you need to message him again and explain that he needs to do these things within a certain time limit. I would also stress that he needs to read the house rules.

If he has still not complied take to CS and explain to them that he isn't following your rules and hasn't even showed up yet. 

These are your rules you need to stick with them. If he is this rude and uncaring at this point how is he going to be as a guest? Chances are strong that he hasn't read anything and certainly hasn't informed the other guests. 

[Kelly149]

@Amanda660 Lovely place you have!!!

modt of this actually falls to abb’s Fault. Those booking questions disappeared for many of us awhile ago so he may not have ever seen them. I have found that new uncommunicative guests like this just don’t understand the way they should converse with an abb host. What I do is call them on the phone. Super friendly, but non-negotiable “hello!! So glad you’re coming!! Let’s prepare for your trip, I see you have 5 guests: their names please ..... pause.... oh good, so that’s your wife and .... pause .... lovely! And you’re coming from ..... pause ...... wonderful! And while you’re here you’re going to ..... pause ... that’s great! Is there anything I can do to help you plan, answer questions? Great! Now I’m going to send you some info thru the abb message system, it really helps me keep my guest stays in order so it would help me so much if you’ll be sure to receive and respond to me there!! Look forward to seeing you!”

OR if he won’t answer, won’t call back, won’t talk then you get on abb support to track him down or cancel him. Good luck