Guest communication

[Matthew1845]

A guest contacted us and asked if she can speak to us by phone. They want to stay here for 17 nights. We don't want to lose this booking. How should we reply?

[Patricia2526 · Accepted solution]

Hello @Matthew1845 

Hope all is well.

When a potential guest on Airbnb asks for your contact number, it's important to remember that Airbnb's platform is designed to keep communication within their messaging system for security and privacy reasons. Sharing contact information outside of Airbnb's platform is against their terms of service and can lead to penalties, including suspension or removal of your listing.

To respond to the guest professionally and maintain compliance with Airbnb's policies, you can say something like:

"Thank you for your interest in our property! To ensure a smooth booking process and maintain security, we kindly ask that all communication and booking arrangements be made through Airbnb's messaging system. Rest assured, we're here to answer any questions you may have through this platform. Let us know if there's anything specific you'd like to know about the listing, and we'll be happy to assist you."

By responding in this way, you're showing that you value the potential guest's inquiry while also emphasizing the importance of using Airbnb's official channels for communication. It's essential to uphold Airbnb's rules and policies to maintain a positive reputation as a host and avoid any potential issues with the platform.

[Fred13]

A slightly different way of putting it besides what @Patricia2526 suggested, I end up saying:

"Every guest is different and it is by reading the message notes between us it's what makes it so helpful for us not to forget anything."

   And it is true, through the messages we are reminded of:  when they are arriving, how, where are they staying, pick up time, where to pick up, cook or no cook, going fishing or not, going on a tour or not, special needs as to equipment, special food, make sure to bring this or that, check out time, flying or shuttle or rent-a-car, etc etc

   And oh, easier to say no to a discount request or to book off-grid via text than when on the phone. 😎

[Mar125]

You can tell guest your phone number but make sure you note in airbnb message that call is for information only and all transactions go through airbnb for guest and host protection

[Helen3]

No you can't Airbnb block hosts from sharing phone numbers before a booking is confirmed @Mar125 

[Ian192]

NEVER give your contact information until the person has booked.

We've been asked several times. 

We simply explain that for their security and peace of mind, everything is dealt with via Airbnb.

If it's someone who has newly registered either they don't understand the system or are scammers.

If you took a direct booking and they wrecked your space, you are not insured.