Declining booking requests - especially bookers with no info

[Phil-and-Lisa1]

How do you handle declining booking requests? Especially bookers who provide little to no info on themselves.

Also do you think your search ranking goes down if you do decline? 

OUR STORY: 

We've had a number of requests from people this year who have had no information on their profile and in many cases no reviews and scant info in their message. (Seems like we're getting more of these after we moved from the city to the country.) 

It makes it really hard as a host to decide whether to accept or decline. I wonder if we will drop in search rankings as a result of declining? It's not clear and a real dilemma as a host. 

I also really don't like to reject bookers as I realise it must be difficult for people who are new to Airbnb - to understand how it works and get their first reviews. At the same time, it can be disconcerting for us to take people into our home that we know nothing about. I have rejected a few people that had no info this year - one of whom got pretty cranky with me. 

On the other hand, I recently accepted someone with no reviews. But in hindsight, I wish I hadn't. That stay was the most odd in our 10+ years of hosting. To the point where I think we will no longer accept people without reviews - and I think I will (politely) push a bit harder to find out about people before they book. 

We've hosted well over 120 stays now - so it is significant that I've come to this point. 

I called Airbnb and was told that our place wouldn't drop in search rankings if we declined booking requests - and just that if you decline 3 in a row you would get a message asking about it. (I think it very unlikely we would decline like that. It would just be once in a while.) 

Anyway, it'd be good to know for sure that we wouldn't drop in search rankings if we declined booking requests. 

WHAT AIRBNB COULD DO: 

Here are some thoughts on what Airbnb can do about this issue:

1. More encouragement to ask bookers to provide info about their stay and themselves.
2. Higher prominence of info to guests on why hosts sometimes reject booking requests.
3. Better explanation to guests that they're staying in someone's home, not a hotel. (I do get the sense from Airbnb newbies that they don't get the distinction and think you should be able to just pay and that's it.) 
4. Clear explanation of what happens to hosts who decline - e.g. once in a while versus too many times - and the impact on search ranking. 
5. Better explanation of what factors influence search rankings. Including how big a role is declining booking requests - once in a while versus too many times. 

(Thanks Airbnb forum manager - be great if you could please pass on these suggestions and maybe this post up the chain.) 

What do you think? How do you handle declining booking requests? Tips welcome. 

Thanks from Down Under, 

Phil 

[Samantha1532]

My listing is in a historic building and it is my home, and I am both careful, particular, and unapologetic about whom I let stay there. While I truly do adore hosting and do it for income purposes, the risk of having my property damaged is not worth it to me and I'd rather honestly let my rating suffer a tiny bit if needed to spare the possibility of having someone damage or disrespect it. 

I decline almost ALL requests where guests have no reviews. I love hosting, but I send them a message apologizing but politely declining their booking request, and I tell them that I'd love to host them in the future when they have more verifiable history. This is usually the only

[Phil-and-Lisa1]

Interesting and useful advice @Samantha1532. I think I'm leaning this way too. 

[Andrea8411]

We have been encountering declining bookings since November and do not know why. We too have noticed a significant amount of guests profiles with no information on them. We find it all so frustrating and do not know what to think. We are learning to ask guests more questions though especially after having had a “Bonnie and Clyde” once. Although in my humble opinion I feel it would be good if Airbnb could require more profile information to be answered before allowing people to make bookings. Guests see a lot of hosts so we should be allowed to equally see the same of guests before allowing them into our home.

[Andrea8411]

I have a missing word in my comment above. lol, thinking quicker than I write. Meant to say that guests see a lot of information about hosts. I feel we as hosts deserve the same to see sufficient information about them too.

[Phil-and-Lisa1]

Thanks @Andrea8411! Interesting! Yes, we had a Bonnie & Clyde in our home too. A tad disconcerting. 

Must say I have had thought that too - I put a ton of energy into describing our place and ourselves - so people know what they're getting. But then I get folks wanting to stay with zip, nada, nothing about themselves. Doesn't quite feel right that they can't put even the slightest bit of thought or energy into it. 

Does come back on Airbnb a little to give us some support on this. Is the impetus to get the transaction done more important for Airbnb? Looks a little like that. (The easier it is for newbies to book the more transactions they'll get.) 

In the meantime, I really think as a host I have to formulate a good way of dealing with the no info people. I don't get the feeling there's substantial support from Airbnb coming any time soon - on what I think is a major issue for hosts. 

It certainly is good to have ideas and support from other hosts. Thanks again! 

[Helen3]

Hi @Phil-and-Lisa1 

I've hosted about 400 guests as a homeshare host and would say about a third are new to Airbnb and I've never had any problems with them.

what issues have you encountered with new guests ?

what vetting questions do you incorporate into your vetting process. I incorporate mine into the IB process so if they don't respond or don't meet my criteria I can ask Airbnb to cancel.

I rarely turn down booking requests unless they aren't a good fit i.e. parents wanting to bring baby, longer stays, those wanting to work from home for longer stays. 

I would say having a a comprehensive listing which clearly outlines what sort of guest your property is suitable for and including vetting questions as part of your booking process is key,

[Phil-and-Lisa1]

Good advice @Helen3. Think what I'm learning is to ask more questions. I was a bit shy to do that before. Thanks!