Poor communicating

[Erik8]

Hi I have a question on what to do with guests who have reserved but do not answer back and therefore cannot arrange their stay (keys etc)? Eventually I would cancel them but it's not extenuating circumstances according to airbnb list... I don't want to have guests who don't communicate but don't want to get penalized... Any tips?

[Tracy0]

That's tricky and I've gotten caught out on that in the past - as soon as a booking is confirmed, they kind of vanish until the day before they arrive (not having seen my requests for what time, so I'm therefore unable to greet them myself etc).  So now I ask each person what time they plan to arrive and leave on their proposed dates before I confirm/accept their booking...and I chase up closer to the time to reconfirm...but at least that way there is a record of the conversation and it's always there for me to check ahead so I can arrange my diary.