Guests aren’t reading messages in their INBOX

[Sue174]

I’m wondering if something has changed in Airbnb. I realize they now have the “Read by John”, and I find this very helpful. However, in the last month or so, most of the messages are going unread. The last two guests to show up to my home had not even seen or acknowledged the detailed arrival instructions that were sent to them. The reason they are not in my arrival guide is because there are pictures of instructions for certain things in my home, most importantly, the digital lock, which is kind of unique and requires very specific steps to open. 

It just happened again today. I could see the guest had arrived on my camera. Within five minutes, they were texting me, not on Airbnb, but my personal cell phone number, asking what their door code was. This is the second guest in a week who has not read any of the messages I have sent. 

I know we are not supposed to communicate off platform, however, I think in the future if I see that they have not even read the messages, I am going to send them a text message on the morning of arrival (or night before?) asking them to log into Airbnb and read their messages. Is this rude? Is anyone else noticing this lately? How do you handle this?

[Kitty-and-Creek0]

@Sue174 

It is possible that these guests do not have their notifications on. You might check with them at the time they request to reserve, to make sure they are "message enabled"

[Sue174]

@Kitty-and-Creek0 , I agree I could mention this, however, after they instant book with me, my booking reply also goes unread! In that I tell them the next time they will hear from me will be two days before their reservation with important arrival instructions that they must read for a smooth arrival. But since they aren’t even reading that, how would I let them know to turn on their notifications? 😜

[Kitty-and-Creek0]

I am so sorry that this issue is happening, and how totally frustrating! 

With IB there is a message that guests read before they book. You might go to that. Or you can do what I do, which is to not use IB. That way, communication has to happen. Perhaps I've overlooked something that another person here in the community can tell you. I've not used IB in many years, so I'm likely not the best person for in depth on this issue. I just feel for you!

[Mark116]

@Sue174  I think it's the new calibur of guest.  I also see at least 1/3 of my IB guests who don't read a single message after they book.  They don't read anything until the day of their trip, if then.  I've had several recent guests who stand outside the house for 10 minutes despite having been given insanely detailed instructions on checking in.

Did anyone else notice they changed the inbox so now host messages are in a crazy black box with white text, among other bizarro changes they made.

I've given up.  I used to try to get a response on arrival time.  Now I just say check in starts at 2pm.  Sooner or later someone will show up at 10am and they will be turned away, because I'm really over it all at this point.

[Sandra856]

Hi @Sue174 🌿

Whenever that happens and it does now and then I text them using their phone number explaining that I have left some messages on the Airbnb platform. And that if they haven’t already then I do really recommend to download the app and to turn on notifications as it makes communication much easier. It always helps and they usually even apologise for not having replied. 

[John5097]

@Sue174 

I state in several places that check in instructions and individual door code will be sent via Airbnb messages in their inbox. 

I state this in: Other Things to Note, House Rules, and in the Check in Guide that Airbnb sends them a day or so before their arrival. 

"Please check your Airbnb Inbox for check in  instructions and your door code."

For my last two guest "Read by "guest name" in messages is just black even if they read it because that's the only place they can find their individual door code, and one is great communicator. The other didn't communicate at all and I was wondering if they called customer support to get their door code. 

I have texted guest "Hi "guest name", this is John your Airbnb host. I just wanted to make sure you knew that your door code and check in instructions are in your Airbnb messages inbox. thank you!" 

I also provide all the check in info and door code in the first message after booking. Each guest door code is unique so it also prevents attempts at early check in. 

[Sue174]

I think I’m definitely going to text them before they arrive to remind them to check their inbox. It’s spoon feeding them but it is what it is. I’m not always paying attention to when they arrive and as we know, it will be my fault as the host if their check in process is less than smooth…

[Kitty-and-Creek0]

@Sue174 

Do please follow up and let us all know how this works out. I too have noted very recently that sometimes guests wait till the last minute to read my messages.  Given our remote location, that can make me nervous!

I send everyone a detailed message when I accept their request to book.

A few days before arrival I message again with an update on weather and any unusual road conditions. Both times I ask if they have any questions on house rules and house manual, anything else. I also ask for the code words embedded in each. When guests make a booking request with both code words, I am impressed, of course!

[Sue174]

I will for sure. I still suspect something has changed on the guest side. I’ve been hosting for nine years and this is a new problem for me. It’s baffling.

[Kia272]

@Sue174 I'm thinking that just as I can read messages in my email account, so can guests. If they have messages being forwarded by airbnb, it could be that they are reading them and we are not getting the 'read receipt' because they're not being read on the platform. 

Anyone else agree? 

[Sue174]

@Kia272 I definitely agree that some guests might be reading messages in their personal email. A couple of days before arrival, though, I send four attachments as JPEGs with critical information and directions for how to do certain things upon arrival. I don’t think these get forwarded to them as JPEGs since people are showing up and texting me asking for their door code. It’s obvious they haven’t even looked at the documents I have sent. 😞

[Jennifer1897 · Accepted solution]

@Sue174  I have experienced the same thing throughout my ventures on Airbnb, even more so recently. All my homes have smart locks, and each guest gets a unique code prior to their arrival with detailed instructions on how to enter the code and access the home. The number of guests that call me, text me, or angrily knock on the door at their arrival is crazy. All because they have failed to read check in instructions. 

I have grown to accept and understand that some people, despite booking a private rental, do not check any messages after the initial booking.  What I do now is check the morning of their arrival to see if there is a "read" receipt. If not, I will send them a quick text message saying. "Good morning XXX, I look forward to your arrival today, please check the Airbnb platform for check in instructions." 

[Karen114]

@Sue174  I have noticed this too as of the past month.  I thought well maybe Airbnb did away with the read receipts.  I was also told that a guest can turn off read receipts in their account.  I found this to be a stretch however it is an option for them as I checked it myself.  

I have been sending my critical messages in triplicate for years for this very reason.  They get email, text as well as platform message.  I do use a channel manager so this is very easy for me to set up.

Some guests get upset by the messages however I explain our plight, not everyone reads email, some never check their messages ever again after booking and some don't text.  My goal is to make sure you have the information you need when you need it.