Guest inquired for 4 people, withdrew and then enquired for 1

[Michael9852]

Hi,

I think this is an obvious situation but I thought it would be good to get a few opinions on this anyway. I had a guest (two reviews, both 5 star) enquire about staying with a party of four and two pets. They queried the fees, which actually resulted in our three owners discuss our pricing strategy. We made some changes to our pricing, mainly about transparency (the guest claimed that they would never want to see break-downs, only one final amount. However, we feel differently. We want to be as transparent as possible with how the final rental amount is out together.) Anyway, I said to the guest that I will reject their equity. They will then be able to see the new pricing and can approach me again. So, they came back to me with a new booking enquiry for ONE guest and NO pets. They had obviously worked out how to make things even cheaper for them. What do we do:

1) engage in a conversation with them

2) just reject the booking straightaway (it's over a peak period)

3) reject and report the profile.

What do you think?

[Guy991]

Hello @Michael9852 ,

You simply and calmly tell them that the reservation does not reflect the correct number of guests and pets and that they should cancel the reservation and book again. Give them a couple of hours to think about it, and if they do not follow through, decline the request.
As long as a potential guest is kind and respectful, you can engage in conversation. If their style becomes uncomfortable for you, do not accept them.
When it comes to pricing, try to keep your word. Set prices you are comfortable with accepting. It is not good practice to get inquiries, cancel them, and then ask for more. 
Yes, it happens a lot that guests try to cut costs by reducing the number of guests. The fair ones will leave hints, for example making a reservation for one guest but sending a message like "We will arrive around 3 p.m." I immediately send them a message for clarification and ask them to update the reservation to reflect the real number of guests. If you handle it promptly and professionally, no one is offended by this legitimate request.
Some guests will deliberately hide it, making sure it is a self check-in so they can arrive with a different number of guests or with a pet. You should see Ken, the guest with his invisible pet, in an old post of mine.

all the best, 

[Michael9852]

Thanks very much. That helps a lot. Their tone has been a little pushy, actually. In terms of pricing, we had been considering using smart pricing for a while and made the decision to start using it after their first enquiry. This would have resulted in making in cheaper for them, not more expensive. I have now calmly explained the situation to them and given them 4 hours to respond.

Thanks again. And I'll look up Ken.

All the best

Michael

[Helen3]

I never accept guests that argue over the pricing for my listings @Michael9852 

personally I would not accept the booking particularly as it appears clear they have altered the booking numbers to reduce the cost 

[Michael9852]

Thanks, @Helen3

It continued... they claimed they never put "1 guest" in the enquiry (although it clearly said it). Then they were "confused" about the process and then my favourite line came: "We've never had this problem with other bookings."

We agreed that it would be best not to pursue with this booking.

Michael