a guest calling me

[Sandy-And-Bill0]

we have an unlisted phone number.  yesterday a guest, who has booked for 6 months from now, called us and was asking all sorts of questions.  Our listing is clear with regards to the bed (Queen sized) and that the couch is NOT a pull out couch etc- all the questions he was asking on the phone.  I am not a social person and our listing states that we value guests privacy and do no needlessly interact with them unless they need us.  WHy would they call us, and how can I prevent this?  I actually am uncomfortable and would like to cancel the reservation but I know we are penalized. He was almost talking in a condascending tone and mocking me.  I just found it odd he would call.  HELP

[Helen3]

It is certainly unusual @Sandy-And-Bill0 

In your situation, I would have told the guest that your phone nunber is provided just for emergency situations and that if they have any questions about the listing, they should have a read through of the listings and your guide book as this is likely to answer 99% of them.  (presume you have one).

And then if they have any questions not covered by the listing or guidebook, relating to the listing, they can message you on the Airbnb platform.

I would have reminded then that Airbnb says all communication should be kept on its platform, so if they have any questions please can they message you there. I would then have politely, but firmly ended the call.

Do follow up on Airbnb with any information/discussions.

You can't prevent guests from calling you and indeed if there is an emergency they should be able to do so. Having said that I have only had guests call me a couple of times in four years, when their arrival was delayed.

[Lawrene0]

Your number is unlisted, but once a guest books, they are given the option of phoning the number on the account, @Sandy-And-Bill0 . Maybe three or four times in the last seven years I have had a guest who is more comfortable phoning than using the messaging system. 

Like you, I'm not the biggest fan of that, and the system does not encourage it either, so I try to gently steer them to use the messaging. And in any case, I always summarize the conversation in the messaging to help drive home the point, and to keep a record. In your case it might be, "Just to summarize our phone conversation, yes, as noted on the listing, it is a Queen-size bed, and, also as noted, the couch is not a pull-out. Do write if you have any further questions after you have had a chance to read the full description and house rules. See you in six months!"

You cannot stop them from phoning, since guests do need an emergency number at which to reach you. But I can nearly guarantee, from my own experience, that it won't be a constantly recurring thing. 

To address the mocking issue, if that was really bad, and you were there to hear it so you will know best, you could try getting the booking cancelled, I suppose, but it will be hard. Cancelling just because a guest chooses to call is not a good reason. They are, after all, given that option. It is six months out, so I would say to see what happens after you summarize the conversation. 

Hope that helps a little.

[Cynthia475]

@Sandy-And-Bill0  I do not find the phone call odd.  I give out my phone number and would prefer to answer any questions so there are no misunderstandings upon their arrival.  There are many people who are just more comfortable using the phone  rather than technology.  Just as a host often likes to be comfortable with the guest who is coming, this guest might have wanted to ask a few questions just to get a feel for their host.  I would not discourage this; I feel that it adds to building good relationship with the guest. 

[Sandy-And-Bill0]

I find it odd and do find it enjoyable, speaking on the phone to peole that I know, and certainly not to strangers!  I find it easier to have things in writing than use the phone, so hopefully this person does not call back. Thanks though

[Kate-Mary0]

Sorry to hear you're feeling uncomfortable with this guest. As a couple of others have mentioned maybe this guy is a  little "old school," and prefers talking on the telephone to using tech to send and receive messages?

That said, his condescending tone doesn't sound pleasant, and no doubt that put you off. It could be that he himself is socially awkward - hence his stilted communication during your phone call?

Alternatively, he could just be one of those guests who just can't be fussed to read through the info to find the answer to his question, it's frustrating when you have spent time compiling detailed write-ups, but it does happen. 

Maybe see what happens next? Hopefully, he won't bother you again! However, if he does and you still feel uncomfortable you should do what you feel is right for you and your property - if in doubt, leave the guest out! 

[Sandy-And-Bill0]

Perhaps he is socially awkward, etc.  It is not my concern  at this point.  Everything that a guest needs is in our write up, and also in the email I send back when they book, so there is no need for anyone to call.  I did email him and reiterated what we spoke about, so hopefully he does not call again.  Personally I find it unsettling if someone that I don't know calls me and then speaks to me in a condascending tone, talking over me and back to me in a mocking manner.  Regardless of THEIR mindset or adversities, I am only concerned about myself at this point in time.  Hopefully they do not call back, or perhaps even cancel.  Sometimes the aggravation just isn;t worth it.  Thanks for the reply though!

[Ann72]

@Sandy-And-Bill0 Although guests can find all the information in the listing, I always send them the house manual, the driving directions, and the guidebook through the Airbnb messaging system.  Maybe when you write to summarize the conversation as @Lawrene0 suggested you could include those things.  You'll find them when you're composing the message by choosing "use a saved message."  

[Sandy-And-Bill0]

Yes- we do that as well, and have done that with every guest thus far and have never had anyone call, so that is why I found it to be odd.