Timer to respond to booking is ticking while I am sending messages to the guest

[Jelena3]

Hi,

I've got a booking yesterday for 1 person and it seemed to me that it will be more than one person coming.
So, I asked a question instead of just accepting the booking.
Got an answer it will be two persons.

So I informed the guest he needs to change the booking to 2 persons.

Since we are in very different timezones our messages go slow.
On top of my messages it now  says "respond within 7h to maintain your response rate".
I can't accept incorrect booking.
I also don't want to decline it.
And I want the timer to respond to booking switched off, since I AM responding to the guest.

What should I do?

Thanks a lot

Jelena

[Alexandra316]

Is it an inquiry or a request? If it's just an inquiry, sending a written response is sufficient. If it's a request, you need to either approve or decline. If it is a request, you can approve, then send a change afterwards.

[Jelena3]

Thank you Alexandra!
It is a request.
I don't like the idea of accepting and then asking for a change since it incurs extra payment. The guest may not like to pay more.

Declining, on the other hand, may bring me negative points, no?

[Linda108]

@Jelena3   I was typing my post while you were type yours.  If you charge an extra guest fee for guests over one guest, then it is a common misunderstanding of couples to assume the cost is the same for one or two guests.  Unless you want to waive the fee you ultimately need for the guest to educated so your only choice is to decline and advise the guest to accurately reflect the number of guests and that the charge will be applied.  No way around the charge unless you do a special offer.

[Jelena3]

Thanks!
I thought responding is about communicating, not necessarily to accepting or declining.
I will wait a little longer for their response since I've informed them about the change needed. And if they don't respond I will decline.
Thanks again!!

[Linda108]

@Jelena3  It appears you have a booking request and not an inquiry.  You seem to understand you need to either approve or decline but your understanding is that the request is inaccurate.  If you have time before the check in date, and your only concern is the number of guests, perhaps you can accept the request with a message the number of guests must be adjusted to the correct amount within 48 hours or the reservation will be cancelled.   Then if the guest is still not communicating and the number of guests remain inaccurate, you could contact Air BNB and request assistance with the communication or the booking cancellation.  A lot of bother I know but it might work 😄