G'day @Zoe88 and other Australian hosts ^^
I've developed a process to avoid several of the problems created by AirBNB.
There is the censorship of messaging I've discussed, the second issue is AirBNB claiming "Privacy Protection" and refusing to disclose a guest's address. It really astounded me to have support staff say that they will not provide a guest's address because of privacy rules!
Honestly, I gave up using AirBNB messages to obtain the identity and address details of guests. No-one within AirBNB recognises Australia's laws and the rules around COVID safety.
In my first message to guests, either at Enquiry or Confirmed Booking, I send a template message..
G'day Guest-NAME, thank you for choosing my apartment. Please review the check in guide, with pictures, instructions and the code for the key safe, to self check-in like pro. I hope you enjoy your stay at the hilltop and sleep well.
Warm regards, Scott.
The most important tracking tool I can provide in the home is the Covid Safe Log. When you've arrived please complete this paper log, providing your Full name, Date of birth, Phone number and Address. For you and any guests or visitors, etc.
Questions, per the health management plan for accommodation, please answer for/on your check-in date..
1) Have you returned to Australia from overseas, in the 14 days?
2) Have you been in contact with someone who has had Covid-19?
3) Have you been in a Covid-19 hot-spot as defined by the Chief health officer?
4) Have you had a fever, cough, sore throat, shortness of breath or other cold/flu-like symptoms in the last 72 hours?
5) Have you been previously diagnosed with Covid-19?
6) Please provide details of locations visited and accommodation details for the last 14 days.
By referring every guest to the "check in guide" I significantly reduce the calls or messages requesting assistance at check in time, it creates a superior experience for guests and less work for me.
Using an in-home, paper based COVID Safe Log to record the details for guests is not foolproof, I've had 3 bookings in the last month that have not complied and recorded every guest. However, this places compliance onto the Guest, if they fail to record everybody, it is the guest who is breaking the law [Confirmed by the Queensland Health Department and reportable to Queensland Police Service]
The health questions you may already be familiar with as many government buildings have security staff asking a similar battery of questions as you enter. They are taken verbatim from the "Health Management plan for Accomodation" produced by Qld Health at the beginning of the crisis. Initially the rules in Queensland only compelled generic Bed and Breakfast operators to ask these questions and exempted BnB operators whose customers came from an online booking platform. I have AirBNB customers and non-online customers so I've always followed the rules for generic BnB operators. The rules changed in late June and their scope was broadened, I strongly suggest all Queensland hosts ensure they comply.
The utility and usefulness of these health questions cannot be overstated. I cannot compel answers and guests who do not respond are exceedingly rare, but I can tell you I've appreciated the responses given by my guests. They appear to respect and understand the need, it has sparked discussion around isolation and quarantine and I've had a huge number of interstate guests these last few months, yes, even with my State borders closed! Some "Yes" answers are reportable to the Health Department, however the management plan does not prevent a guest from staying and and paying for my listing.
Question 6... initially, it felt like an overreach asking for this and guest answers are generally brief, "At home and local shops in Gladstone" for example. But, the crisis has continued, spots go Hot and then not.. it's the most useful question of them all.
Let AirBnB bang on their new favourite drum of "Enhanced Cleaning Protocol", they can fill half our reservation screens with logo's and reminders. While you as a host, who's keen on safe stays.. ask your guests, Where have you been the last fortnight?