New host - no guest response !

[Christina591]

Hi

i am new to hosting on air B and B and have just left out our family home for the first time this weekend coming. The guest initially contact me to say they are staying in our home and I have gone back and asked several times for them to confirm how he would like the rooms to be set up (ie if we need to set up the additional air bed and move cots) but he hasn’t come back? He has no information on his profile and looked like he only joined air B and B in Nov of this year. Feeing a bit nervous as we are first time hosts, any thoughts on the no info profile and how to approach the lack or response! ? 

Many thanks in advance

C 

[Paul1255]

Hey @Christina591 as a first time host I can see how this would make you nervous- it is always concerning when guests don't communicate well, and could be for any number of reasons.

Often the main one is that the guest hasn't enabled notifcations on their Airbnb app if they have it installed on their phone, and they haven't logged into their desktop to check messages either.

You could do 2 things to get the issue resolved:

1) pull your guests mobile phone number from their itinerary, and drop them a message or phonecall directly- this usually works for me

 2) if this doesn't work, or as an added precaution- call Airbnb support and explain the situation and ask them to contact the guest for you, and if you/Airbnb can't reach the guest then you can ask Airbnb to cancel the reservation on your behalf (never do this yourself)

Though not useful for this booking, you can adjust your settings to only allow guests with previous reviews to book to give you a sense of peace of mind, especially when you're new to hosting and building your confidence.

Best wishes

Paul 🙂

[Paul1255]

@Christina591 I tried to reply to you and the post vanished!

I can see how this would make you nervous as a new host.

There are many reasons why a guest might not comminicate well before their stay, the most usual one is that they haven't enabled notifications of their Airbnb app if they have installed it on their phone, and haven't logged onto their desktop to check messages either.

You can do 2 things to resolve the issue:

1) go onto the guest itinerary and pull off their mobile number, and either call or message them directly- this usually works for me (I would also duplicate any message you send outside of the app onto the guest conversation thread on the app so Airbnb can see how/when you have communicated with the guest)

2) call Airbnb support directly and ask them to contact the guest too- and if you/they can't in good time before their planned arrival then you can ask Airbnb to cancel the reservation on your behalf. But never do this yourself.

Best wishes

Paul 🙂

[Christina591]

Thanks so much Paul, that is really helpful, I will go onto the itinerary and try and find his no. 

Many thanks again 

Christina 

[Paul1255]

You're welcome @Christina591 let me know how you get on- I'm sure it'll be fine 🙂