Guest ID verification

[Michelle161]

I have just had a nightmare guest. She contacted us 2hrs before she wanted to stay and we agreed a time for check in. On her way here, she confirmed the booking had been made but it was dependent on her uploading her ID.  I told her twice that it was necessary before she could consider the booking confirmed.  I also received an email from Airbnb showing her payment but with a proviso of her ID being verified.  Next thing I know, she's on our doorstep with her 2 small children, demanding that she be allowed in, or at least her children. Airbnb had released our address to her before the process had been completed?  She hadn't even attempted to complete the ID upload process. Is this policy? I'm furious. 

[Michelle161]

If I don't get an answer here to my query above, can anyone tell me what I do next?  I'd like to know company policy on this.  Thanks.

[Paul154]

"Sorry, I can't let you in without receiving a confirmed reservation from Airbnb"

Then call/twitter Airbnb. Or she can call Airbnb and push it through.

While I know there is clunkiness with Airbnb's verification process, it is no reason to allow someone entry without a reservation.

[Michelle161]

Paul, I wish I could call Airbnb. There seems no point in having this extra level of security if I'm supposed to let guests in without it.

[Michelle161]

Paul, I can't find a telephone number to speak direct to Airbnb, so if you have it, could you post, please? 

[Andrew157]

I might be hard Northerner but sorry if you don't stick to the rules then you are not coming in.

Like you I have a requirement for photo ID on IB and normal bookings. It is also in our house rules.

In the spring we travelled to Ireland and stayed in a brilliant place in Rathmines Dublin, near the tram stop. The host requested photo ID I sent a phone photo of my UK driving licence

and a selfie. Airbnb agrees I look like my driving licence photo so granted me access.

Anyone saying they have kids and no where to go would be referred to Social Services. 

[Alice-and-Jeff0]

@Michelle161 - While we're sure that you have acted in some way by now, here are the links on how to contact Airbnb in the future and some information.  

https://community.withairbnb.com/t5/Help/Contact-Airbnb-A-Community-Help-Guide-UPDATED/m-p/413245

https://community.withairbnb.com/t5/forums/v3_1/forumtopicpage/board-id/announcements/page/1/thread-...

https://www.airbnb.com/help/article/433/can-children-travel-on-airbnb

https://community.withairbnb.com/t5/Tips-Tutorials/Preparation-Time-A-Community-Help-Guide-UPDATE/m-...

And as a piece of advice, last minute guests are a red flag.  Anyone who doesn't have a plan or is frantically trying to secure last minute accommodations has other issues that won't make for being a good guest.  If they've had a problem with another host or property, Airbnb will be in touch with you too. The fact that Airbnb released your address without a confirmed reservation is indeed a problem and you most definitely need to address this with them.  

Hope this all worked out okay!  

[Regina38]

Unless you are using Instant Book you can not require ID verification automatically. I never accept a booking unless they have verified their ID. You must request it as you did but do not accept reservation until they do. 

I ask for Full Name, and town any additional guests names and town,

Why they are traveling to my area

Please add a clear front view profile photo and a brief profile. I suggest they look at mine if they have questions.

Please verify that they read and accept house rules.

If here for work or work confernce or event I ask what company they work for of the name and location of event

Ask how and when they will be arriving.

If they do not answer I write back that I am declining because they have not completed all my requirements but if they decide they would like to stay please reply with requested info and send another request. And I decline the request. 

[Benito4]

I contacted airbnb recently because a request came through and the profile did not have a face for their profile picture, it wa a lovely landscape,  and no vertified ID only an email address. To my shock, airbnb told me that a photo ID was not compulsory and neither was verified ID and it was as simple as that. Seriously couldnt believe.  I think Airbnb needs to change this and take the responsibility of verifying ID's as a service to it's hosts

[Mark26]

https://youtu.be/-crgQGdpZR0

[Richard322]

I've just lost a booking because they objected to the ID requirement. Here was their message to me: 'To be honest we looked at your listing but when it came to the part about providing a copy of id we stopped. We didn't want the hassle and we didn't want to send it from cell phones over internet etc. We are Canadians who are vacationing in NZ. We are retired and were professionals in our jobs. We have stayed in b and b accommodations wherever we have travelled and have never benn asked to supply id to verify who we are.'

They were verified by 7 Airbnb hosts so they must have had to do the ID thing many times. As somebody else has commented, such people often may have other issues that a host won't wish to deal with.

[Ricky32]

I have had mixed results with Airbnb phone support, so take this with a grain of salt. The representative told me that verified government id was not a requirement for a guests' first booking but is a requirement for subsequent bookings. 

We always require it and ask a prospective guest to provide it to Airbnb before we will rent.

[Richard322]

You phoned Airbnb? We can't do it from NZ so lucky you, best i can do is ask the community help. Anyway, a grain of salt it is!

[Kelly149]

@Richard322 yep, I once had a guest tell me that "They had passed an ABB background check and they would not give me any ID nor any info about their additional guests". 

Since I was on the message thread they weren't able to hear my hysterical laughter as I told them that I wished them well in the Not My Listing they would be staying at during their trip to Austin.

They called CS and cancelled. Good riddance.

[Richard322]

Yes, pays to stick to the rules and the system.