Accepted reservation rate disregards not suitable requests

[Nori9]

I just received a message on my dashboard saying that 'Your performance has fallen below the average for hosts, and it's important to focus on improving it', when I'm doing everything I can to make every stay exceptional and guests can testify to this. 

But it actually gets from bad to worse on the next page where the message reads 'Your listing could be removed if you consistently fall below.Learn more'. This is very upsetting to say the least. 

How do you really quantify accepted reservations when most if not all of the non accepted reservations where about the check in and out window? 

[Roberta2]

Hi @Nori9

I see no issues with your listing, apart from your picture - I personaly would like to see your face, in the same way that I would like to see the face of all my guests.

Not sure what standards you fell short - what does your stats say?

[Nori9]

Hi Roberta,

It just says that I'm at 54% on the acceptance rate, which is true as I can't my check in period is slightly tight and guests don't pay attention to that when booking. I had a few bad experiences with people showing up at 11am when check in is in the evening and then I started asking people when they would like to check in before accepting a request. Turns out half of them are outside my check in window, so their request was declined. It feels unfair having to worry about this and potentially be penalised in the near future.

[Ange2]

@Nori9   I would put the Check-in window time in the header description so it's front and center and see if you get better results, i.e. people who do read and comprehend. For guests who book my listing without reading anything I send them a message and get them to cancel, that way I do not have to decline and be penalized for their mistake.

[Nori9]

Never thought of that! Sounds fair. I had no idea that I was penalised for declining unsuitable requests. No that I do, I'll definitely follow your lead. Thanks a mil for the advice!

[Fred13]

"I had a few bad experiences with people showing up at 11am when check in is in the evening and then I started asking people when they would like to check in before accepting a request. "

   Perhaps there lies part of the problem. That comes across as 'all over the place', and secondly the fact a guest shows up when ~they~ want to check in, doesn't mean you have to accept them.

[Roberta2]

Hi

My check in is after 7pm on weekdays, but I am flexible over the weekends.

This is in my listing, about 3 times (Say what you are going to say, say it, and say what you just said...).

I also ask BEFORE acepting so they undestand that it is after 7pm.

I have no issues there...

[Rebecca181]

@Nori9 I agree with others here: Some declines are understandable, but your decline rate would be concerning to ABB (and their computer that catches these things and then sends out warnings). So keep working on your listing with the idea of putting the 'deal-breakers' (like your check-in time) in a very visible place - Even in your listing summary - if that's what it takes to screen out people before they book with you. That should solve the problem. And if your listing allows for self check-in, consider putting in a lockbox with key so guests can let themselves in during the hours that you decree acceptable.

[ThuThuy0]

I ran into the same problem, for slightly different reasons : among other peculiarities of our place (that don't exactly fit in a checkbox) we live in a rather lively neighborhood, not for light sleepers on weekend nights, and while it's all detailed in the listing, many people rush to request a booking based solely on the photos and good ratings of our listing.
As a result, I frequently find myself declining requests (followed by a matching special offer) to keep my calendar open whilst I ensure guests have read the listing details and our place will be a good match for them.
It seems to me adding the option in listing settings to request prospective guests make an inquiry before they can place a booking request would be a good solve to this issue, and many related ones…

[Stephanie365]

You have this option. Turn off Instant Book. This way all prospective guests have to request a reservation.

[Ken28]

What bothers me more is not seeing a tally of the Declined and Accepted that result in the reported Accaptance Rate figure. I happen to know that I declined two requests from one person, but I don't see any "accepted" marks for the Special Offers I sent them since they needed special pricing.  Thos Special Offers don't apparently make it into the Acceptance rate?

[Nori9]

So here I am again, struggling with the acceptance rate. I've received so many requests from people using someone else's account. I'm not ok with that. I don't feel comfortable accepting someone that doesn't want to open his own account for whatever reasons. I always ask them to rebook from their own account, but what happens is that they never do and they let the request expire. There should be a report option for people that don't use their own account and all these requests should be cancelled and not counted.

[Brooke44]

I just had a nightmare of an experience with a guest booking for other guests under one account. It should be our right to have the guest on the account be the 'Responsible Guest' and all others on the booking should be required to be placed on the reservation for safety and security of our homes as well.

[Letti0]

@Brooke0 3rd party bookings are against AirBnB TOS. Call them the moment you find out it's a third party booking and it can be cancelled penalty free. 

[Cara47]

I have the same question!  Well worded!