Should I let a guest book again after I canceled? Or will bad feelings persist?

[David-and-Annie0]

So, to try to keep a long story short: We're brand new hosts. Airbnb under-valued our place with "smart-pricing" which we have since turned off. But not before we were barraged with 10 reservations (instant booking) overnight. After much talking and waiting and pleading and explaining and worrying and agonizing over the situation, I was able to cancel 5 of the 10.

Of course, there was some blow-back--as I fully anticipated there would be: some very disappointed and upset guests. I did feel terrible canceling on them, but we are talking about reservations that were 6 weeks out or more. I explained our situation to each and every one of them. Some were more understanding than others. 

Now here's what I'm struggling with: one guest wants to re-book at the new appropriate rate, and two others are asking for discounts. I am worried about re-booking them because I fear they are soured on us as hosts and will ultimately end up leaving us bad reviews in the end (as some of you have said might happen if they were to rebook at higher rates--in an earlier post I did about our situation) If they're being fair, they could see that the rate they WERE getting was %50 (or more) less than what anyone else is charging for a similar (or even smaller) place, but of course I understand they are disappointed in the situation. They were no doubt stoked to have gotten such a good deal. 
One woman in particular seemed pretty bitter--she's the one who is now asking to book at full price, not even asking for a discount. Should I do it? And should I accommodate these other two who want discounts? I don't think it's unfair that they're asking and I'd be inclined to do it, but I worry that bad feelings may be harboring...Ideally better to start with a clean slate, I'm imagining...What's the wise thing to do here?

[#2]

So, to try to keep a long story short: We're brand new hosts. Airbnb under-valued our place with "smart-pricing" which we have since turned off. But not before we were barraged with 10 reservations (instant booking) overnight. After much talking and waiting and pleading and explaining and worrying and agonizing over the situation, I was able to cancel 5 of the 10.

Of course, there was some blow-back--as I fully anticipated there would be: some very disappointed and upset guests. I did feel terrible canceling on them, but we are talking about reservations that were 6 weeks out or more. I explained our situation to each and every one of them. Some were more understanding than others. 

Now here's what I'm struggling with: one guest wants to re-book at the new appropriate rate, and two others are asking for discounts. I am worried about re-booking them because I fear they are soured on us as hosts and will ultimately end up leaving us bad reviews in the end (as some of you have said might happen if they were to rebook at higher rates--in an earlier post I did about our situation) If they're being fair, they could see that the rate they WERE getting was %50 (or more) less than what anyone else is charging for a similar (or even smaller) place, but of course I understand they are disappointed in the situation. They were no doubt stoked to have gotten such a good deal. 
One woman in particular seemed pretty bitter--she's the one who is now asking to book at full price, not even asking for a discount. Should I do it? And should I accommodate these other two who want discounts? I don't think it's unfair that they're asking and I'd be inclined to do it, but I worry that bad feelings may be harboring...Ideally better to start with a clean slate, I'm imagining...What's the wise thing to do here?

[Kelly149]

@David-and-Annie0 You're brand new. A bad review would be terrible. And long lasting. Might be fine but might not. I wouldn’t chance it

[Emily487]

@David-and-Annie0 

I wouldn't risk hosting the guests requesting a discount.

They will feel shorted and miffed one way or another and this will be reflected in how they take care of your property and the kind of review you leave. You want happy and easy guests who are excited to be there and who are enthusiastic about their experience. You really do not want several bad reviews all in a row...that will tank you. New guests WILL find you and book, I promise. These guests will find other places to stay, I promise. 

[Emilia42]

I think if you wanted to host these guests you would have kept their initial reservation.

[Jennifer1897]

While I understand you got bombarded with bookings at a price that was not favorable, this was not the guest's fault. They booked the space at the price you had listed, using the instant book feature, which you selected. This is why it is so important to really review prices in your area and decided on a number you are comfortable with prior to having your listing go live. Personally, I regularly switch my dashboard to traveling and check prices in my area, so I feel I am setting it to something fair, yet profitable. I never go off the recommended price that Airbnb offers.

That being said, as a new host, cancelling multiple reservations can look bad. Also, bad reviews off the bat can damage potential for future bookings. Ultimately, you don't have to offer anyone a discount, and if you feel there is a chance they will leave a negative review, simple don't accept the booking. To me, it sounds like you feel slightly bad and are considering these "discounts" because of that. Let this be a learning situation, and don't ruminate on how they personally feel, just move on and focus on providing a great experience for future guest.

[Sarah977 · Accepted solution]

@David-and-Annie0  This mix-up with the smart-pricing, coupled with IB has really snowballed into a difficult scenario for you. It's a tricky situation- you are either going to have to decline, which will affect your acceptance rate, accept either with or without (if they are willing), discounts, and decide what to do about the "bitter" woman who now is willing to pay full price. Rough.

I'd be inclined to agree on a slight discount for the ones who are asking, as a way to make up for your confusion and mis-steps as new hosts. After all, you have unnecessarily (from their side) used up some of their time, as well. But I'd dialogue with them enough to get a feeling if they are going to hold it all against you and make it clear that you're agreeing to a discount because you were at fault in the first place and want to make things right.

The one who is amenable to paying full price but was bitter- only you can judge whether she'll continue to be bitter and hold it against you, or let bygones be bygones. We haven't seen her messages, so can't judge that. I know people who can get incredibly mad about something, but then just let it go, even laughing it off, and others who hold a grudge forever. I'd be inclined to be perfectly honest with her- that you'd be happy to accept her reservation now that you have your pricing set up right, but that you need to feel confident that she won't hold your novice mistake against you, and be willing to "start over" with you, with no hard feelings, so that her stay will be pleasant for both of you and the subsequent reviews, from both sides, will only deal with the actual stay, not the previous mix-up and exchanges about that. In other words, is she willing to forgive you and move on, without it coloring your future interactions? Then make a decision based on her response to that.

If you do accept her reservation, I'd make sure to leave her a bottle of wine, some chocolates or nice pastries, and a card thanking her for forgiving your newbie mistakes and being willing to rebook, along with the usual "make sure to let us know if you need anything or there's any issues in the house".

[David-and-Annie0]

Thanks Sarah977, really good advice. Unfortunately, it is too late for me to take it. I originally wrote out this question a few days ago, but for some reason it didn't post. I kept waiting to see if anyone commented, but no one had...then I realized it had never posted.

Well, in the meantime, I had to respond to the woman (who seemed bitter) when she requested to book at full rate. My husband and I had a huge disagreement/argument about it. I felt very strongly that we should not accept her request--she was already soured on us, etc, etc. He felt completely differently, and said I was reading into her message too much. He practically begged me to take the reservation. It went completely against my instincts, but I agreed to do it--for him. But I feel certain she will leave a bad review. Along with accepting her booking, I messaged her saying that I was glad she was still booking with us, etc, etc, trying to be as pleasant and friendly as possible. She did not respond--no message back--no trying to make nice. I foresee a biting review. I like your advice of leaving her wine, a nice note, etc when she checks in, and I hope it will help. Is there anything else I can do now?

Another guest I worked with and met in the middle on pricing. He was understanding and pleasant to correspond with, so I feel much better about him. But he may still mention the whole thing in his review...I just don't know. It was a risk. Another guest asked for a discount, but I am going to stop, and just move forward with new guests.

I am already worried about these two future reviews. 

I did get caught up feeling guilty and responsible to these future guests/reservations, and what I need to remember is that this is a business for us, it is our property that we need to protect, and that there are plenty of other places that they can book. I am not going to be able to please and accommodate everyone all the time--and I am under no obligation to rent our place to someone I'm not comfortable with simply because that's what they want.

[Sarah977]

@David-and-Annie0  Oh, that's a shame that it didn't post in time.

My humble advice with Miss Bitter (and with any future guest who you have a sense might leave a bad review because of some less-than-great exchanges pre-arrival) when she arrives is to try to project an attitude of friendliness, lightness and in this case, maybe a little self-deprecation if she brings the cancellation thing up ("I understand. Honestly, I'm so embarrassed about my newbie pricing debacle-I had no idea when I first listed that it would be such a complex learning curve"), but also project confidence. If she senses that you're nervous about pleasing her and the review she might leave, that could make her more inclined to find fault. You have a beautiful place that anyone should be happy to stay in, so keep that in mind and don't try to bend over backwards to please her, just be warm and professional.

One of the things I advise new hosts is never to try to act in some way that you think hosts should act. Things always go better when you are just your natural self. 

Last year my son-in-law had a job interview where he really spoke his mind about the direction he felt the organization needed to go- things he felt quite strongly about. (He had already been working in the organization in a completely different capacity in another city) There were tons of qualified applicants and he figured he had probably blown it by being so honest. He got the job 😉

[Branka-and-Silvia0]

@David-and-Annie0 

one thing about hosting which you already know and your husband should learn is ALWAYS TRUST YOUR (WIFE'S) INSTINCTS 🙂

[David-and-Annie0]

I know!!! He is going to have learn this lesson the hard way--Or should I say "re-learn" (we've been through this kind of thing before in other situations). He'll admit I'm right after it's proven that I am, but then he'll forget about it….and will have to relearn again…and again…and again… 😉 ….Sigh.

[Branka-and-Silvia0]

@David-and-Annie0 

I would just block one of the dates she is inquiring for, at least for a week until she finds another place to stay.

[Susan17]

@David-and-Annie0 

You mentioned that you were able to cancel 5 of the 10 reservations. This was with Airbnb's involvement, presumably? 

[Emily487]

@David-and-Annie0 

I know that you are concerned that these guest may either leave a bad review or mention the rebooking/pricing issues. That's totally possible. 

When guests leave you a review, it's really for future guests to read and for these future guests to use the decide if they want to book with you. You will have the *option* to leave one response. Your response will ALSO be for future guests to read. If you choose to respond to a negative or biting review, think carefully about what future guests would want to hear from a future hosts. They won't want any anger or bitterness returned. They will want what is essentially a short and friendly explanation for the bitter guest's experience and they will want to read it and think "huh, that's too bad but it sounds like it all worked out"

Bitter Sally-Thank you for booking with us  and thank you for taking such great care of our place. I'm so glad you loved the painting in the living room (or whatever...). But really, a huge thank you for rolling with us as we navigated the booking process as newbies. As new hosts we hit some snags in setting up our listing but we are confidant that it won't happen again and are so happy that you chose to book with us. Happy to host you! 

Don't ever itemize apologies from a guest's review or from their private feedback/message...Make your response friendly, short, and welcoming for future guests. 

[Sandra856]

@Emily487 I love that! Perfect response. And haha to "bitter Sally" 😄

[Andrea-and-Francis0]

Guest asking for discounts always concerns me. Sometimes they can be incredible guests & other times a nightmare that are hard to please & never happy. I normally say my price stated is already discounted so that is the price.