How to politely turn down guest request of sharing direct contact details before confirmed booking?

[Ajay-K0]

Hi everyone! Me and my wife run a B&B accommodation in Delhi and have been hosting on airbnb for past several years. We have hosted many a guests from around the world and have enjoyed ourselves doing it. One of the recurring requests I receive from guests is for us to share direct contact details so they can see the place before taking a confirmed booking through airbnb. Since this may encourage a few guests to attempt booking with us offline thereby avoiding to pay the airbnb service fee, we never share the details citing host guidelines and ethical business relationship with airbnb as the reason. We do encourage the guests to go through our listing photographs and reviews as well as ask us any query they may have with regards to the accommodation or Delhi itself  to alleviate any concerns they may have. However without fail in most such cases, the guest is not entirely convinced about the place and eventually the booking does not materialize. Do such incidents happen often with other hosts too? Also, I wish to understand how best to politely turn down requests for sharing direct contact details/address prior to guest booking at the same time assuring that the guest books with us on the airbnb platform. Appreciate any suggestions. Thanks in advance 🙂

[Helen3 · Accepted solution]

Hello Ajay

A guest wanting to understand where you are located simply needs to click on the Google Map airbnb provide as part of the lisitng.

In your listing (if you don't do so already) identify where you are located my landmarks and public transport links.

ie I am located in the East of the city near XXX landmark and XXX landmark within a five minute walk of XXX train station and with four buses within a two minute walk.

I think one of the main reasons these guests contact you is not because they want to know your location but because they want to find a way of communicating with you directly to try and get a reduction by paying you directly.

I have had this on the odd ocassion and say something like

"When you book through AirBNB the hosts address is not disclosed until a booking is confirmed. This is a safety precaution for hosts.

"If you look at the map that forms part of this listing it clearly shows where my property is and also my description gives you details of nearest public transport, cafes, restaurants and entertainment.

"If you want to know anything in terms of location that isn't covered by the map and my description, do feel free to ask".

Funnily enough none of these guests come back with any queries related to the location or follow through with a booking 🙂

[Ajay-K0]

Hi Helen,

Thank you very much to find out time and reply to my query. Your suggestions would help me as well as other hosts who face similar situations. Happy hosting.

Ajay

[Lawrene0]

@Ajay-K0, I think you are doing a good job of protecting yourself, following the rules, and being polite. If an enquiry from someone who right off the bat does not want to follow the rules does not result in a booking, you are saved having to host a difficult guest - one who will try to pay outside the platform, ask for discounts, never be satisfied. It's not worth it. That's what I have gleaned from following this forum for awhile. Hope it helps.

[Jeanette17]

Ajay,

We too have had this request. There are several smart guest out there. I too politely say I only take bookings via the website as it covers the Terms and conditions, my tax profile and any public liability insurances etc. Further it gives us Hosts some level of security fr each guest coming along.

[Ajay-K0]

Hi Jeanette,

Thank you very much to find out time and reply to my query. Your suggestions would help me as well as other hosts who face similar situations. Happy hosting.

Ajay

[Ajay-K0]

Hi Lawrence,

Thank you very much to find out time and reply to my query. This is exactly what I have realized over the years, these guests never complete the booking. Happy hosting!

Ajay

[Ira4]

@Ajay-K0 yes, I think it happens to almost every host. I also don't accept requests of guests who want to skip Airbnb. 

Don't feel bad if these specific guests don't book, because it is better to have guests who respect the platform. 

I think you don't have to worry very much with how you will reply to them, just say it simply. 

I would write something like that: 

" Hello... I am glad that you liked our place and thank you for your message. However, when a guest contacts me through Airbnb about my listings, I keep the contact and I accept booking only through the site and not through other means. 

You can explore the house through the photos, which describe it perfectly and of course, for anything else you want to ask me about my listing's details, don't hesitate to do it. 

When you complete your booking, I will send you a file with more details about how to arrive and all our contact data.

I will glad to have you as my guest". 

Ira​

• For anyone who wants to contact Airbnb, see this thread:
  

https://community.airbnb.com/t5/Community-Help/Contact-Airbnb-A-Community-Help-Guide/m-p/16165#M728 …

• Let's all give thumbs up to hosts that help us!

[Ajay-K0]

Hi Ira,

Thank you very much to find out time and reply to my query. Your suggestions would help me as well as other hosts who face similar situations. Happy hosting.

Ajay