Haven’t heard from my guest

[Rob77]

I accepted a guest who I noticed has no reviews, so I sent her a message asking to tell me a little more about her stay and her group but never heard back. After attempting to follow up, I still haven’t heard. I’m a bit concerned, so I’d like Airbnb to follow up and if they don’t hear back, I’d like to cancel and offer the booking to someone else, but I’m concerned that will cause a penalty. 

[Marzena4]

No, @Rob77, tell Airbnb about your concerns and ask them to handle the cancellation for you.

[Rob77]

There’s no way to tell Airbnb anything. Anytime I look for help it directs me back to the community posting boards. 

[Matthew285]

@Rob77, they obviously prefer you to consult here first, but you certainly can talk or message directly with AirBnB (I have many times.) If you go to your Host Dashboard and select the "Help" page, at the bottom right there is a button labelled "Contact us". Press that.

Or, just use this: https://www.airbnb.com/help/contact_us

Here is a good guide to contacting AirBnB in general:

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245

[Rob77]

Unfortunately that link and contact us just brings me to a bunch of drop down menus to answer my own question. No direct contact with Airbnb available. It’s actually ridiculous how challenging it is to speak to them. 

[Matthew285]

@Rob77, I'm not sure why it is acting differently for you than for me.

If I click on the link https://www.airbnb.com/help/contact_us, I see screen 1.

If I click on the "It's something else" button, I go directly at screen 2, which gives me the choice of messaging AirBnB or having them call me.

Is this not what you see?

I have never seen the drop-down menus you are referring to.

[Matthew285]

@Rob77, did you ever get in contact with AirBnB about this?

[Meryl6]

I have a question. Someone e-mailed me through Airbnb. On the e-mail it looked like he booked for 5 nights, but I guess he was considering booking, and didn't actually go through with it yet. The guy is in my area  for a job. His e-mailed said he wanted to find a nice place for at least 2 - 3 months or more and wants to see my place first. Apparently Airbnb hides phone numbers, addresses and e-mails until someone actually books. When I looked up details on the guy, there's no picture, no reviews, he just joined this month, and the only verification from Airbnb is an e-mail address. I was under the impression Airbnb required not only a photo, but  more information than just an e-mail address in vetting a person. Please advise.

[Matthew285]

@Meryl6, well, if you see a prospective guest with an account that has no picture and no other information, obviously AirBnB is allowing it.

But that doesn't mean *you* have to allow it.

I'm not entirely sure what you mean by saying someone e-mailed you through AirBnB.

Did they send an Inquiry (just asking questions about a potential stay, but not actually booking)?

Or did they send a Booking Request (an actual attempt at a reservation which you have to Accept or Decline)?

Either way, you can send back a message saying you would like a photo and more information about them before you can approve them. If they don't provide it, then you don't have to Accept them.

If it is just an Inquiry, you don't have "Pre-Approve" or "Decline" them; just respond via a message and you have fulfilled your obligation.

If it is a Booking Request, you do have to either "Accept" or "Decline" within 24 hours to maintain your Response Rate.

If the guest's lack of profile information bothers you, you don't have to host them.

[Meryl6]

Thank you for your reply Matthew. Very helpful.