Janette Reading Gloucester uk

[Janette6]

I just put my property in instant book. Yesterday I had a request to book which surprised me. I agreed then he cancelled. He said it was already booked. I confirmed it wasn’t but he had in panic booked elsewhere. I am presuming it was booked but by him. How do we stop this confusion? Do they not know if it is them that booked or someone else popping in

[Steve143 · Accepted solution]

Hello @Janette6,

You have instant book turned on so I'm not sure what's meant when you say "I agreed then he cancelled".

An instant booking doesn't need host agreement for it to be confirmed. The guest just clicks the "Book" button having selected the available dates that they want. They can't select dates that are already booked.

Yes, it was booked by him. He couldn't have cancelled it if he wasn't the one who made the booking.

He may have been confused, there's not much you can do to alleviate that as all he had to do was select dates and click on the big red "Book" button.

Perhaps he also just changed his mind about the booking.

Steve.

[Janette6]

No he didnt change his mind. I said it wasnt booked and he then went into meltdown about what he had done!! He was so apologetic but I was worried that he didnt seem to know the booking had been done by him. Do the guests not get an identifyer when the booking is made?

I know I didnt need to have a call as it was on instant book, but I responded as usual. Very confusing but it meant I lost a booking.

Whilst Im on I have another problem. I have a lot of dogs staying because we are in the country. I dont mind this but they cause more cleaning, (esp. if they get on the beds!) I therefore ask guests to book in with the dog as another guest. No one minds this as hotels will be much less generous! I do have a problem if they have already booked and havent read my conditions. Mostly they cancel and rebook with the dogs as part of the package. Is there a better way to do this becuase its awkward and confusing for guests. There appers to be no way on the Airbnb forms to accommodate this? I would very much like to know how do deal with this. I probably mind the confusion more than the guests in fairness but I do like things to run smoothly! Please can you help?

[Steve143]

Hello @Janette6,

Yes, guests get a confirmation on the website and on the app if they have it. Depending on their notification settings they may also receive an email confirmation of the booking.

Other hosts on here report that they use the resolution centre to charge an extra fee for pets. It's a catch all method for charging and can be a bit clunky.

They mention the charge prominently in their listing description and house rules and in messages to guests who say that they'll bring pets.

As you have instant booking on you could use the automatic message feature to mention that there is a pet fee chargeable to guests who wish to bring pets. That feature is a message that's automatically sent to guests when instant book is on. Click on "Host", then on "Manage listings", then on "Manage listing", then on "Booking settings", then on "Edit" in the "Guest requirements" section, then on "Edit" in the "Guest trip information" section. You can write that message there.

To charge the fee, find the reservation in "Your reservations" and click on its "Send or request money" link. The guest has to press "accept" when they get a notification of the charge.

Steve.

[Avril15]

It's very frustrating I know because my first two guests have cancelled.  I didn't even know until the day and when I emailed her she said because I hadn't put photos on the site of the interior (which I was in the process of doing but had to wait until the Kingsize bed arrived which I ordered on eBay from Bedworld - that's another story!!). I moved heaven and earth to get it sorted so as not to let my first guests down but I'm annoyed because they ket me down!  

Next visitors were due to arrive this Friday 3rd but she emailed me to say her and her husband had the flu - these things happen - so I looked at my bookings to find they were still on there so I need to know please if anyone can tell me whether it's the guests responsibility to cancel on the site?  If it is mine then I'm afraid I don't know how to do it !  Help please??

[Marit-Anne0]

@Avril15

If the guests need to cancel, then it it their responsibility to do so.  They must do so through the site and they will be refunded according to your cancellation policy. Never, ever cancel from your end, there are penalties you should avoid at all costs.  

[Avril15]

Thanks for that information which is much appreciated.