Is it acceptable to contact guests via telephone once they have a confirmed reservation ?

[Stuart11]

I am relatively new to Airbnb ( only have 14 reviews ) but I have been renting a private room with a private bathroom for over 20 years.

It seems to me that the "Airbnb Culture" is a bit different from what I am used to when dealing with guests through my own website.

For many years, I have had few problems with guests because I ALWAYS talked with them on the phone BEFORE they made a reservation.

Now I am discovering that few Airbnb guests bother to read much of anything before they make a reservation. .....then once they leave they express dissatisfaction with the room. 

Example: in 3 different places on my listing, I state that the room is only 9x12, yet many guests are expecting a bigger room. 

I clearly list what is in the room, but frequently have guests complain about something that they were hoping would be in the room even though it was never listed. (Example: one guest was expecting a full dinette set in the room instead of the small table and 2 chairs )

In all cases, the guests appear to have done virtually NO reading, despite the detailed descriptions, despite the emails I send with the info reiterated in concise paragraphs ( to allow for short attention spans ) ...and despite the house manual I have in the room itself.

SO, my question is whether or not it is normal and acceptable behavior for an Airbnb host to CALL guests and diplomatically inquire as to whether they have read the info or not ...which is what I do with non-Airbnb guests,  which seems to eliminate the problems I am encountering.

[Maj-Britt0]

Rather than calling I do do all my communication through the communcation centre, messages. You have everything in writing.This is also where you see if people read or understand your listing. I also wrote in my house rules that they accept that x y and z ( by us formexample that we have no tv).

the second problem, very few people realy read, but the once who do are such a pleasure to host.

good luck and don't give up, mb

[Stuart11]

Most of my guests DO NOT read the emails I send through the Airbnb system.

[Andrea9]

@Stuart11

You are never given anybody's personal contact data before a booking.

If you notice that a misunderstanding seems to be on repeat with numerous guests, then why don't you save a boiler-plate message for inquiries or before accepting booking requests as to whether they are aware of the size, of the dinette etc. 

That way you'll have some fall by the wayside, but those that have confirmed and come anyway will know what to expect.

[Andrea9]

@Stuart11

@Maj-Britt0 has explained well how it's important to leave a digital 'paper trail' on the message board in case there are any disputes later on i.e. guest asking for refund because disappointed etc.

Anyway, I was a bit quick with my first comment. What I meant to stress is that it's better to clarify BEFORE booking confirmation than after.

[Stuart11]

I am talking about guests who HAVE made a reservation.

The Airbnb reps say it is fine to CALL guests and inquire as to whether they understand what they are getting .

[Andrea9]

@Stuart11

It's up to you if you prefer to call them. We are hosts here and just giving our view.

There's no right or wrong, only things that in the long run might be beter for different reasons.

Most hosts that have had guest trouble later on stating this and that know that the only proof is what's on the message thread.

But what you do is of course up to you 🙂

[Sandra126]

It is true that many guests do not read the description. You could try to make it entertaining reading to encourage them to persevere with it. A fellow host, @Amaris0, as a great idea for making them read the house rules when they are at her place. She has a printed sheet of the rules with the WIFI log in baked in halfway along, so to get to it they have to read the rules as a gentle reinforcement.

I have never rang anyone, and I think my guests understand my place but once or twice I have been given a lower score for accuracy so I can only assume they didn't read!

As I have been renovating my place and renting it out during the process I have always been brutally honest to no detriment to my bookings, as in ''the living room has a hideous gas fire but it works''. It is no longer hideous as I eventually replaced it but you get the idea.

[Ange2]

@Stuart11  I think it's okay to call the guests, you need to run your business in a way that suits you or it will drive you crazy.

However, one thing to consider,  if you call them and they finally read the description and realise something is not there that they had imagined would be and want to cancel, they will lose their AIrbnb fee, if you cancel them you will be penalized, the dates blocked and you will be fined after the first few cancellations.

N.B.:  Guests not reading the description or looking at all the photos and then giving low star ratings or complaining about the non-existence of a non-existent feature or amenity is the bane of many an Airbnb host.

I now write, before they book:  Please read the FULL description and look at all the photos and let me know if you have any questions. It seems to work quite well. I think it makes them curious or ....  ! Although it is by no means 100%.

[Stuart11]

Hi Ange,

Thanks for your thoughts and ideas.

I have "instant book" enabled, but I may have to disable it, and pointedly ask each guest if they have read the description before allowing them to book....which I imagine will lead to less bookings .

I don't care if they read.... I care if they refuse to read and then  leave me PERMANENT  bad ratings based on their own refusal to read. ( Example: My wireless is on 24/7 and requires no password. This is in the description, and I also email them this info when they book, along with the network name to connect to.  

AND I also have this info prominently displayed  in the room itself along with a note that I am available if they are having any problems. .....YET I just got a bad rating from a guest who apparently read NONE of this, never contacted me for the entire weekend, then downgraded me because he refused to conenct via MY wireless and instead tried to connect through a nearby neighbors distant network instead.

I hate to send endless emails over and over again with the same info, but maybe that's what is necessary. Or maybe  a strong request that guests acknowledge that they have read and understand what seems like basic info that my guest of the last 20 years  have understood quite easily .  ...(time for bed, I am getting a wee bit grumpy )

[Ange2]

@Stuart11  

I do not use instabook now because of that very problem. And, I have more bookings that are a good experience.  For the most part my guests have been great.  It used to drive me crazy, when they did not read the description and gave lower stars because of it. 

But, being star-struck is the fastest way to crazy. I do my best, my description is solid and detailed, but I can't read people's minds!  btw: you can always respond to a review with short and sweet facts.

The ratings system is a sore spot with many:  For Airbnb 5 = Pass and 4,3,2,1 = varying degrees of failure accompanied by constant reminders to "improve" even though reading guest's minds, conjuring up their imaginings, materializing their desires, sending them telepathic messages because they refuse to take note, moving your location for their stay, is not a talent most people (if any) possess.  Here is an interesting article about Airbnb burnout.

http://www.forbes.com/sites/sethporges/2016/06/29/the-one-issue-with-airbnb-reviews-that-causes-host...

Best,

[Jackie29]

Hi Stuart,

I too have always had a discussion over the phone before a rental (not thru Airbnb as I want to screen my guests and only accept people I would trust to take care of my unit)  as most people are not reading the details of the ad or not looking over the photos. Ive been lucky so far with Airbnb and I have had great guests and  as no one was disappointed yet but I am also not comfortable unless I speak to the prospective guest before they arrive. I want to also make sure their expectations are met. So as soon as I get their telephone number I try to reach them by phone the next day. I 've had two people as last minite arrivals the next day and was unable to reach them before they were already in transit to my location. Luckily they loved the place and there were no problems. So if possible I would definitely go ahead and call them to clarify details of the space and make sure I would be able to meet their expectations.  All the Best, Jackie