When to take action on guests not responding

Brittani7
Level 4
Florida, US

When to take action on guests not responding

I had a guest instant book the other day.  The only info she provided was "visiting our son who lives near by"

I noticed she said our but only booked for one person. 

I messaged her back asking how many other guests will there be but I have yet to hear back.

 

How long should I wait before messaging again? Should I try her phone # she used?  How would you proceed.  

 

I only charge for three or more guests.  Her stay isn't untill the 4th of sep.

2 Replies 2
Sarah977
Level 10
Sayulita, Mexico

@Brittani7  You don't say how long it's been since you messaged her, but I'd give a guest a couple of days, especially with the booking being a ways away. We tend to assume they are just not being polite or ignoring the message, but guests could be in transit with no access to Wifi, they could be quite busy, we have no idea why they don't respond right away. Some guests don't even have their notifications set so they get a notice that they have a message. So they just instant book and don't look at their Inbox again, just assuming that their booking is dealt with and all they have to do is show up on check-in day.

If a guest doesn't respond to a follow up message, I'd ask Airbnb to make contact with the guest and instruct them to respond to the host's message. I've had to do this a few times. 

Also, you have the guest's phone number. You could text them if it's not some international call, and let them know you've sent them a message and to please check their Inbox and respond. This has been successful for me a couple of times.

Kat84
Level 10
San Pedro, Philippines

So long time till her stay... The only thing you should worry is your response rate. Irregardless if she replies or not, give her important information such as check in instructions, address etc - what you normally provide for your guests.

 

Don't forget to save your number. She said she will be the one to visit her son, so he is not your guest. I will get worried about 1 week before her actual stay. What is your cancelation policy? It could give you ideas when to start to worry.

 

When people book in advance, they either communicate right away or before the check-in date (uncertain plans, cancelation). 

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