What to do with unwanted guest who has booked your place?

[Mai67]

Hi everyone,

I am new to AirBnB hosting and wonder if anyone has been into the same situation like us. I'd love your advice and tips.

We have had great experience with our guests so far except for one.

She stayed with us and during her stay, she booked our place two more times for her trips later. She insisted that she loved the place and wanted to come back. We were fine with it. At the end we also gave her a favourable review since she seemed like a decent guest. 

However, she did not give us a 5 star review after her first trip. I asked her kindly in writing what we could have done better. We'd like specific feedback since she's going to stay with us for two more times. She totally ignores my messages and has not answered at all. She still keeps her reservations and has not cancelled them. 

Now I don't know what to do. I feel like she will come back and give us bad reviews next time. It is unfair for us that she is not satisfied with our place and does not give us concrete feedback while still plans to return instead of finding somewhere else. We have flexible cancellation policy so guests can cancel any time. 

Has anyone been to this situation before?

[Alec34]

Haven't had this situation yet, but maybe, honour the 2nd booking, see if you get any feedback in person, maybe even leave a short questionnaire sheet in her room, along the lines of "As a returning guest, we would be interested to know if there is anything you feel we could improve on".

If she gives you a poor review after the 2nd stay, then comment under her review, that although it didn't meet her expectations, she still rebooked.  

[Letti0]

@Mai67   I assume these were instant bookings. I would call AirBnB and tell them after hosting this guest once you are completely uncomfortable about hosting her again once let alone twice more and ask that they cancel her 2 reservations penalty free. Reference her not responding to you stating that is also making you very uncomfortable. Further more ask them to block her from being able to book you again as the blocking feature is not working again, at least as of a few days ago. 

Norway +47 21 61 16 88

[Victoria567]

Hello @Mai67

CANCEL them but before you do, contact air bnb by ohonevand service to go about cancelling the guest without incurring a penalty.

It IS your living space that you are sharing with a total stranger!

If you feel uncomfortable...Tell air bnb asap

[Paul154]

Hello XXX,

So glad you wish to return, but I am concerned. You did not give me 5 stars. Why are you returning, if you did not enjoy your stay?

It is a burden on me. If you cancel timely, I will  work with Airbnb to return your money.

Thank you for understanding”

If she does not cancel, twitter airbnb and ask them to do it without penalty.

[Mai67]

Thank you everyone for your response. I'll get in touch with AirBnB to see if this can be sorted out. 

[Gerry-And-Rashid0]

@Mai67

If she is travelling then she has probably glossed over your question when she returns just ask her