Guest not responding

[Susan378]

We’ve hosted for many years, and I currently have a guest who does not respond to my inquiries. His reviews look fine on his page. Any advice? He won’t be able to even find me unless he starts responding. What would you do? 

[Helen3]

I wouldn't do anything. Presumably you've set up self check in details on the listing so the guest will receive them from Airbnb 48 hours before their stay starts @Susan378 

[Susan378]

The address, where to park, and key access is on the site. I just always send info on the house and area by email, but twice I’ve asked for an address and got no response. Thanks for your reply. 

[Shelley159]

@Susan378 I don't add check-in details to my listing, because two days before arrival I want to ask for an estimated time of arrival. The time estimate helps me plan cleaning and preparation, and opens a conversation with those guests who were hoping to arrive early without pre-arrangement. I ask for the estimated arrival time inside the Airbnb message thread, and as soon as a guest responds, I send arrival details inside the Airbnb message thread. Why do you use e-mail, as you'll have no on-platform proof that you sent those details if there's ever a dispute?

If the guest doesn't respond, I don't do anything at all. They may be travelling without connectivity (this happens very frequently), or they may simply not be focused on the accommodation yet.

As soon as they start needing arrival information, they will naturally go to the booking and see my message. On arrival day, if the space is ready and check-in time comes close, I just send all the arrival details in the Airbnb message thread anyway, even if I've still had no response.  I don't worry about when they will read it, as long as I know they have the information they need by the time they need it, and on the platform where it's verifiable.

[Joe-And-Kerri0]

Hi Susan.  We have some guests who communicate well and some who don’t.   We won’t permit access unless we have everything we require prior.  As long as he gave you requisite identification prior to check-in he’s not obligated to respond to your questions or comments.   If he needs you, he’ll reach out.  You can always provide this feedback in your guest review.   We do.  Good luck.