No show protocol

[Alex1477]

Hey gang

Took a booking over a month ago from a Spanish guy, lone traveller, poor english, elderly, no Airbnb history, for a 24 night stay in our back room. We're in south wales, the walking and scenery are gorgeous, but.....24 days? I emailed him saying wow, 24 days, are u sure, he comes back, yep, I'm sure.

We've sent him 2 messages reaching out and he's answered neither, he's clearly going to be a no show, and he's also a ghoster. He's due Tuesday, now I don't want him auto checking in and us getting paid the full whack and then block our diary. Ive put our rates up since he booked and will get 24 days easily. Can I pre-emptively warn Airbnb?

[Ana1136]

@Alex1477 did you try contacting him on his mobile? If he doesn't answer there too, contact Airbnb and have them try to get in touch with him. Maybe he plans on coming and isn't aware of the importance of communication. If he is unresponsive to Airbnb too, have them cancel his reservation and he will be refunded according to your cancelation policy. 

[Sheena67]

Ive just had a last minute booking that was a no show guest last night, who phoned me directly and threatened me not to take his money, this has rattled me as Im new 9 months/with superhost status and live in rural setting. 

[Ana1136]

@Sheena67 was the reservation for one night? If it was and it scares you I would refund him, it is not worth it. If it was for more nights let him know that Airbnb handles refunds and he should contact them. They will cancel his reservation and refund him according to your policy. Keep all conversations in the app. 

[Ange2]

@Sheena77   Whatever you decide to do make sure you report him for threats and extortion to Airbnb and flag him.

[Emilia42]

@Alex1477, I think that it is wrong to assume that because someone is non- responsive means that aren't going to show. Probably 75% of my guests don't respond to my check in instructions but they still arrive. They may not be getting your messages or like you said they are not great with English and are elderly and the last thing on their mind is responding right away. You could call Airbnb and ask them to get in touch with your guest but I would still rely on him showing up.

[Kate-Mary0]

Hi Alex

Few things stand out here to me - you mention he is an elderly guy, with poor English, he also doesn't have any Airbnb history.  All of these things could hamper communication (language barrier, lack of experience in dealing with Airbnb, etc) and there's a chance he's not picked up or fully understood your message. Maybe he thinks he's booked, it's sorted and he will just rock up on the arrival date?

It is disconcerting that he's not answered you, but communication can be a bugbear with some guests! Try all methods of communication email/ ring his mobile etc and definitely get in touch with Airbnb and ask them to contact him if needs be. 

It is frustrating when you can't get an answer, but he might not be a definite no-show! 

[Alex1477]

Hi

Yes, I suppose its worth considering but you know gut feelings are often correct! I've never, ever, not once had someone fail to respond to a pre-visit reach out. I appreciate he may not be email/tech savvy but if he's set up an Airbnb account, got himself approved and linked up his PayPal to it, I'd expect a certain level of responsiveness to an email.

I'll text him and see if he responds.

Thanks

[Kate-Mary0]

I agree, you would expect a response. But maybe he had help setting up the account etc / paypal and now he is flying solo? Just a thought! 

[Alex1477]

Perhaps, we'll see. It's the fact he booked for 24 days though, it just does not stack up....24 days on a beach would be too much for me, so 24 days in someone's spare room in Wales in the rain. On their own. Not speaking the language. And when I'm emailing him in good time asking for his check in to be a certain time as my wife and I work, and could he please reply. And he doesn't........

[Ava30]

Hi @Alex1477 : I have many senior guests and very often they are answering my inquiries BUT not in the app! They are answering the text alerts believing I am seeing their replies. If I don't get a response after  a couple of attempts, I sent one more message " Hi, i am wondering if you might be answering me in your regular phone text instead of the ABB App? I cannot see when you reply to the text alerts, all messaging MUST be on the ABB App platform." Almost every time I get an answer within an hour. And that is exactly what they were doing. IF that fails, send them an email AND a text to the phone number you have on the reservation, then note on the app platform that you are just reitierating the message you sent via e mail and text. That way, Customer Service can also see that you have exhausted EVERY avenue you have to contact your guest. 

[Alex1477]

Excellent advice, still learning everyday!

👍🏻

[Jo298]

I'm curious to have an update on your story @Alex1477 !

[Helen427]

@Alex1477 @Jo298 @Ava30 @Kate-Mary0  

@Alex1477 

Has your guest arrived?

We all must be mindful that everyone does things in their own unique way, if we all did things the same way the world would be less interesting.

We should not judge a book by it's cover, should we?

All the best

[Alex1477]

well, you live and learn. Alfonso, sent me a one line response, and still turned up at the wrong time! You we're totally correct, yes he is a more mature guy, tech savvy but clearly not welded to his tech as much as young folk.

so yes he turned up. And it has rained, solidly, every single day......only 10 more days of his stay left.