Superhosts threatened by Airbnb for declining guests going against booking rules

Jacqueline615
Level 2
Baltimore, MD

Superhosts threatened by Airbnb for declining guests going against booking rules

 I have a concern that I was going to call in about, but I'm sure I'm not the only one with this type of concern. As a Superhost, "cool points" are so easily taken away from us when guests don't respect house rules when booking and that really bothers me. My listing clearly says specific house rules...4 guests is the limit, no children, no long term stays and absolutely no events. YET, if I decline a guest who ask can 5 guests stay OR if they telllllllllll me they are bringing a toddler (who will totally drive my pup into a barking craze) OR if they ask to stay for 6 months OR if they want to host a boxing party and have 6 guests over, which are all clearly against my house rules...I get points taken away for declining guests. Then I receive threatening messages from Airbnb about loosing "Superhost" status because I am declining guest. Annnnnnnddddd, if I don't reply...I get points taken away and threatening messages from Airbnb for not responding in a timely manner. Then on top of that, my response rate goes down. This is some real shenanigans that totally goes against enjoying hosting experiences. Any support or advice for this concern?  

2 Replies 2
Sarah977
Level 10
Sayulita, Mexico

@Jacqueline615  Yes, almost all hosts get some inappropriate requests, either due to the guest not having bothered to thoroughly read the listing info and house rules, or due to them being the type of entitled person who thinks you should bend your rules for them.

There are many strategies hosts use for these type of requests.

First of all, if it's an Inquiry, all you have to do is respond by messaging the guest back, letting them know why your place won't be a good fit for them, thanking them for inquiring, and suggesting that there are many other places out there which would suit their needs. You don't have to either Pre-approve or Decline an Inquiry- responding within 24 hours will not count against you and you can ignore the Airbnb messages prodding you to pre-approve.

For a Booking Request it's a little trickier, because you do have to hit Approve or Decline. One host here says she just always Approves, with a very clear message to the guest that she is Approving because hosts are penalized for declining, and that she would be happy to host them on the condition that they don't show up with more than xx number of guests, the max stated in her listing, or that they are welcome to come but without the dog, as she doesn't accept pets, etc. And that they can now cancel the booking within 48 hours, but the sooner the better, for a full refund and find a place which can accomodate them. 

You can also send a message to the guest stating why it's not appropriate to your listing and ask them to please cancel the request, especially if you have lots of time left on the 24 hour window. If they do, you're off the hook, if they don't then you'll have to employ the above method, or decline. 

There's an art to sending a message which is friendly, doesn't offend the guest, but makes it clear that they should be looking for another place.

Thank you for the suggestions Sarah.