TO MUCH COMMUNICATION IS A BAD THING ?

[Shaun69]

Hi Folks,

I used to think that lots of communication with guests was a good thing, however as my experience of hosting has increased I have found that the more questions asked equates to an increase in problems later or a complete waste of time because the guest doesn't book. We have had two enquires from potential guests in the last week that have proved the title of this thread might be true, both have asked numerous questions, received numerous positive replies but still haven't booked. I have come to the conclusion that there are people out there who have nothing better to do than ask questions on AIRBNB simply to feel needed. Maybe I am wrong but in my "red flag column" of indicators of bad guests I am going to add to much communication.

Regards Shaun.

[Shaun69]

@Victoria567 Hi Victoria, I have had a look at your house rules and can confirm we are both on roughly the same track!  We only host for nine months a year then disappear to a small island without very much electricity to recharge our batteries. Thank you for your reply I will incorporate it into the "red flag list".

Regards Shaun

[Letti0]

@Shaun69  I found that I get more questions that are just ridiculous. Everything is in the listings, but I get is there this or do you allow this with the demands to follow shortly. I had one guy that went on a roll, over 12 different messages with questions that my listing had answers to every one. Of course he did not book as my responses were given in a way to basically turn him away after the 3rd or 4th message. I had one ask for a complete detailed inventory of all my kitchen items. I told her if you can't find it in my kitchen you don't need it. She replied back well that was not helpful at all don't you keep a household inventory list for your renters to see. My response, I have a complete detailed inventory that I share with my insurance company only. The one that gets me is do you supply any air mattresses for our stay, hello why? You say 8 people the house sleeps 12 what do you need an air mattress for? Yet when I say no they then say well I'll bring my own since you don't supply them. No you won't, you would need to move my furniture around to do that, so it's not going to happen. Then I hit them with you do realize we live on the property and can see everything going on including the total guest count. They ghost after that comment. 

[Shaun69]

@Letti0 Hi Letti, You are getting grumpy in your old age, but i agree with your sentiments completely!!! My overall point was to increase my "red flag list" and comments from experienced hosts such as yourself confirm I maybe on the right track.

Regards Shaun

[Catherine232]

Preach Letti!

[Catherine232]

Argh! I generally find the number of questions posed and the length of back and forth is inversely proportional to the time the guest spent reading my listing where all of their questions have already been answered, likelihood of booking, *and* likelihood of being annoying as heck during their stay. It's not always the case. Some guests who like to "chat" turn out to be wonderful and appreciative, but the fact that my eyes start rolling when the initial inquiry turns into 3-4 questions one after another indicates the general trend is as described >.<

[Shaun69]

@Catherine232 Hi Catherine, Thank you for confirming my theory, the "red flag list" will be published in about six months time and you will be personally addressed.

Regards Shaun

[Crystal144]

Personally address me too please lol!!! 🙂 

[Robin4]

@Shaun69

Shaun, there is a positive way of snipping these types of enquiries at the outset.

In general hagglers and people with a heap of questions do not use Instant Book...they are not happy with what they have seen and have a need to find out a lot more. So, if you have IB on, you are pretty safe!

There are two types of inquiries....Passive/Complimentary.....Aggresive/Demanding!

Shaun, if someone comes to me with...."We have seen your lovely listing and are looking forward to a couple days away from work and the kids"!

I can't hit that accept button fast enough, I don't need to know any more...they have come to me in a way which tells me they have read the house rules, don't need to know anything else! They just want to whip out the credit card and pay.

I know they will be good guests!

When I get an enquiry...."We are in your area for a friends housewarming (wedding/ graduation....whatever)  do you have offstreet parking? is there WiFi? Can we check-in at ******". Shaun these things are covered in the house rules if they had bothered to read them. But what they are doing is pushing you, breaking down your boundaries....and there is no way on Gods earth they will make good guests. I decline the request with any one a few pre-worded excuses dependent on how far out the booking request is for, and wish them all the best for the future and leave it at that.

Study that initial wording and you won't go far wrong Shaun....it has stood me in good stead.

Cheers.....Rob

[Shaun69]

@Robin4 Hi Robin, Thank you for your reply to this thread, it is apparent that this "red flag" holds good for both the experienced host and the beginner alike! Have fun down under!

Regards Shaun

[Sarah977]

@Shaun69  I've only had one guest who asked a barrage of questions. And she did turn out to be my most demanding guest, but she really wasn't a horror show guest.

If someone asked me questions that are answered by actually reading the listing, I think I'd just message back- "Hi, XXX,  Please thoroughly read my listing information, which is quite clear and informative, and then, if you still have questions, the answers to which you don't find there, feel free to message me back, I'll be happy to answer".

[Shaun69]

@Sarah977 Hi Sarah, very valid point, thank you for your input!

Regards Shaun.

[Pete69]

Maybe all of the guest questions is a symtom of you not giving them enough information about your stay and check in process. Learn what it is that is likely to concern guests and cover it in your description and your welcome email. I have a fairly long template email that I send to guests a few days before check-in explaining things, much of it is just repeating what's already described in my listing. I assume that people don't read my entire listing. I also have notes in the room explaining various things. The vast vast majority of my guests have no questions at all.

Out of 20 guests I've only had one guest actually call me on the phone to say hello after booking instead of emailing back. They wound up cancelling a day later. So maybe there's something to be said about guests who have lots of questions.

[Shaun69]

@Pete69 Hi Pete, I think it goes without saying that the more detailed the listing data the less communication should be needed. However I am sure you and I both know the problem child will probably not read the information presented and start emailing anyway. Thank you for your reply to this thread, hope all is good in LA.

Regards Shaun

[Yulianna0]

Honestly, I find more safe to get more questions than not to get them at all. Now I have guests that didn’t make questions and they are playing with my patients violating my house rules. Obviously they didn’t read anything. They even were surprised that there is only one bed! So, even silly questions are much better than total ignorance 

[Fred13]

After 400 set of guests, anyone asking too many questions of things covered in the description is a lazy (or 'needy') guest, wanting to be catered to, in a non-catered listing (my place). Those I de-sell and never will end up coming.