Do guests think a booking request is a confirmed booking?

[Kath9]

I think I just need to vent. Has anyone else noticed the increase in booking requests with zero information except, if you're lucky, time of arrival? More and more, people seem to assume that a booking request is a confirmed booking. It never used to be like this - when I started hosting two and half years ago, people communicated with me as if I was an actual person being kind enough to allow them, complete strangers, to stay in my home at a budget price - they would tell me a bit about themselves, the purpose of their visit, how much they liked the look of my home and how much they would love to stay. I don't expect a thesis, but a brief introduction would be nice. Now, nearly all my requests just come with a 'we'll be there at 5.30' or 'see you on the 5th' like their booking is confirmed and I'm some kind of desk clerk or bot. Why is this? Is there something in the booking process that makes them think that a booking request is a confirmed booking? And where is the common courtesy? I would never do that in a million years.

Anyway, I got one this morning from someone with no reviews, no profile information, possibly a profile photo but I wouldn't know, first time user (joined May 2019) and a booking request with the message 'We'll be there at 5.30' and nothing else - no information whatsoever about who they are or why they're coming. Immediately after sending them my saved 'Assumed booking' message (yes, I actually have one of these now), I decided to decline them (and I never decline guests). Maybe that was a bit over the top, I don't know, but I'm just so tired of it. I really wish Airbnb would do more to educate guests or prompt them to provide information, but I doubt that will happen. Maybe we hosts need to start setting a few more boundaries with guests instead of always bending over backwards for them. The guest did get back to me with some information but it was too late. Hopefully, they have now learnt to communicate properly with hosts instead of treating them like servants. Okay, rant over.

[Clare-and-Coco0]

I have lost the will and any patience with most guests now as i get the same lack of info that is requested. I cannot be bothered to keep repeating myself, nor do I have the time. When i get such messages i respond for them to anser the questions asked, if they don't within the required time I decline the booking explaining why. 

Also a pet hate is those that ask questions such as where is my property, nearest station, amenities etc? When it's all on my profile. 

[Diane440]

I'm seeing this issue as well.  So far they've all turned out fine and I've not asked for a lot of information prior to bookings. However, I've now had two requests from one person who lives locally and I'm not sure how to handle this. They first request was for last weekend, but we were already full. Today they are asking for a week's stay (May 30 - June 7) but never bothered to respond to my prior questions about "who, what, why," etc. The one review looks favorable (also from a local airbnb host) but why would someone want to stay at an airbnb for a week in neighboring small town? I get that sometimes it's good to get away from home and maybe they just need a break without traveling too far. I'm a writer and I've thought of taking a similar "writer's retreat" at a few local airbnb's nearby to clear my head and write without distraction or chill and read a book. But then, aren't there libraries and cafes in the area for that?  I have sent another request for more info, but I also so understand that as a guest, I would feel a bit put off having to explain myself and reasons for traveling just to book a place. But then, I suppose those kinds of people should stick to hotels and book through those websites that cater to them and not bother with our hosting model. Just a few of my musings. We're still rather new to this and coming on our first year anniversary as hosts. Has anyone else had a local person ask to book for lengthy stays with no explanation? How did you handle this? 

[Debbie270]

@Diane440 they are probably wanting to book for visiting family members, which would be a 3rd party booking. Airbnb doesn’t allow that and won’t cover you in cases of liability... a guest is injured on your property or damages something of yours... 

Debbie 

[Diane440]

@Debbie270 Actually they replied and it seems they are looking for permanent housing in the area but staying between hotels and airbnb until they settle down. Seems a bit odd and quite expensive, but if they have no other choice, I suppose it makes sense. I pre-approved but they never booked in the 24-hr window. Maybe they found somewhere else. I'm done with them. As for Airbnb covering liability, I heard that they really don't cover as much as they claim they do. 

[Susan17]

The direct consequences of the "professionalisation" of Airbnb - and Airbnb's abject refusal to separate small individual hosts from huge commercial entities on the site - becoming clearer and clearer each day. 

#AirbnbHome  #AirbnbPro

[Ian-And-Anne-Marie0]

@Susan17 

That would actually explain a lot. Only the individual hosts care about who the guests are.

[Karla240]

I agree with your statement of "hosts educating guests" - I learned during my retail experience that there IS such a thing as a "bad customer".  Listen to your gut with these folks... and follow it. I have a guest now who booked a 90 day stay; since I live on the property, I have noticed her "moving out" 60 days in ... not a word from her.  I'm waiting to see how this ends - whether she will actually "cancel" her reservation of just never come back (and never tell me, which is likely).  I have learned that folks under a certain age will be "seriously vetted" before I agree to any booking request.  This is the first time that I have had any issues with a guest... and this one has been deceptive from the booking- NOT asking if bringing a cat was acceptable (as stated in my listing), intentionally HIDING the cat from me after arrival, leaving the cat in the residence for THREE DAYS while she traveled out of town... and more.  I suppose that I am actually fortunate that she has apparently chosen to end her stay early; I'm sure that I will lose some opportunities because the remaining month has been blocked off in my calendar for so long - live and learn!  Yes - hosts must educate their guests on what is and IS NOT acceptable - and even then guests can ignore your rules/requests - so VETTING is the best way to protect yourself - GOOD FOR YOU!

[Jane1043]

I totally agree with needing more information. Just last week I had a bad experience and accepted a guest without much information. After the 3 days, they left and my place was trashed!! The first violation was a big dog (which our website clearly states this is a pet free home) and the dog caused lots of property damage. They locked it in a bedroom and he nearly busted the door off. Pooped all over the house and on bedding. We have a $10,000 plus estimate to fix everything and buy new furniture. I’m learning to ask more questions and I don’t care if they think I’m being rude or nosy. I don’t need these kind of renters!!

[Jane1043]

My 2 bad experiences have been with local guests. 

My suspicions are high and I will ask pointed questions.

[Jody79]

All 4 of our bad experiences have also been local guests (all within the 1st month of listing).  We've put into our house rules no local guests without explicit approval from us.  These guests we ask specific questions of why they need a place local.

[Noraini1]

Yes it’s a must that they inform of arrival n departure time without  host having to ask . Especially when they re leaving .

[Patsy4]

I also noticed this. There is no photo, and and sometimes the only ID is an email address. I have had a person who lives in Trinidad trying to book for a local in Barbados, and when I asked for a government ID, the booking was withdrawn. I think there is general lack of courtesy with some people these days. 

[Pamela577]

The problem I’m having already this year is with people that have no reviews. My cabins are seasonal. They have been in my family for generations. We completely remodeled them ourselves last year dumping over $10,000 into renovations and putting out blood, sweat and tears into them. So I have my house rules, check-in check-out instructions on line that they have to agree to our house rules before booking. I also have them posted in the cabins and i meet all my guests upon check-in and i ask them all to read the check in/out procedures that way they know what is expected of them. Problem is 90% of the people that book with me have no reviews and it’s their first time staying at a airbnb location. And they don’t give a crap! They don’t read the check in/ out procedures. I have had 3 guests my 4th arrives today as I don’t open until memorial weekend. 2 of my 3 guests never did anything. After they checked out i went into cabin to inspect it and the dishes were rounded over in the strainer, which it states are to be washed and taken care of. The bed linens were not stripped which it states are to be put into dirty linen bin. The trash was not taken out as it was stinking up cabin in the bathroom or kitchen and it states all trash is to be removed upon check out. It also states that the cabin is to be left clean and tidy but none of the floors had been swept it looked like someone had taken a bucket of beach sand and through it all over the rugs and floor. The stove was covered in oil. I had to rewash all the dishes and pots and pans because everything was covered in grease. Then when I checked them in I explained that we do provide firewood for our guests for their first fire as some people fly in on vacation so we have firewood for their first fire to get them started and asked that after their first fire they get their own wood and told them and gave directions of a guy down the street that sells bundles of firewood. I also have a sign on the wall explaining everything. I told him my husband hauls it in, splits it all and stacks it at cabins. However every night he was here for the 3 nights he didn’t just have a normal size campfire this guy had a bonfire out here from 5pm to almost midnight each night. He never went and got any firewood as i asked and as it stated on wall. He burnt over half the firewood we had out there which would have been enough for 12 guests. They aloso used one of my dish towels to wipe something which left it stained black and even after washing had to be thrown away. My fry pan was ruined and had to be thrown out. There was sauce all over the microwave and dirty glasses on the shelf with the clean glasses that hadn’t been washed. This is what I’m running into already this year. It is very frustrating as it took me over 3 1/2 hours to clean a cabin that normally takes me 2. I was going to bill for additional cleaning fees as they never followed one check out instruction. But I messaged him and told him as it was his first time staying at a airbnb I would give him the benefit of the doubt and recommend that the next time he stay at a airbnb he read the house rules/check in check out procedures because the next host might not be so willing to let it slide. Does anyone have any suggestions on what I could do to get people to listen and read check in/out procedures and house rules even after you ask them to? And should i not be so nice? Should i have billed for the extra cleaning fee and especially after my fry pan and dish towel had to be thrown away?

[Tim754]

Unfortunately your issues are all too common. Most of our guests leave the house “tidy”, but then there is a continuum of the awful to the delightful.  

But even the better guests seem to have a feeling of entitlement to help themselves to many items, consumable and not.  There appears to be a penchant for hand towels, plastic containers, glasses, etc..

I had a recent guest allow a water heater to completely empty and destroy the whole floor - $5000 problem.  He told me upon checkout (Monday) that they noticed wet carpet on Saturday and was only informing me now because they didn’t want to get blamed for it.  That made a $1000 problem a $5000 problem.  Then the icing on the cake is a threat to write a bad review if I ask questions, since it’s insinuating blame.  What is wrong with people?

[Valda9]

You should have billed him.