How do you deal with questionable enquiries?‌‌

[Quincy]

Hello all,

Today, I would like to share one of the most reported cases on communication and fraud. There are sometimes guests who make enquiries to negotiate "off platform prices" or try to book a space for someone other than themselves. I’ve noticed that there’s an increase of said requests especially during the holiday and festive periods. 

Do you have experience with such enquiries? If so, do you have any advice for responding to such messages?

I look forward to hearing your answers. 

Quincy

[Philippe874]

@Quincy hope your well and it’s a very interesting topic. I have recently had guests request the exact address of the property as they will be booking for a client who will be staying in Sydney. Basically I feel as though this is a potential theft attempt or fraud in some way. How I handled it was politely try to engage in conversation that I would prefer they book direct, and also give some info on the location but not exact address. In some cases they have turned out to be legitimate guests, first time Airbnb users who simply needed to be educated on the platform, how it works and how we differ from a traditional hotel booking platform. It’s important to not jump the gun and brush off a potential amazing guest 👍🙂

[Quincy]

Hi @Philippe874, I think you handled this in a great way! I do agree, that sometimes some guests just need to be educated on how things work 😊. 

Do you get strange requests often? 

[Emilia42]

@Quincy If there is anything I hate most, it's an inquiry. Any inquiry. I can't think of a single inquiry I have received where I thought to myself ... that's an excellent question.

When responding to innaproate inquiries I always try to be direct and firm and not engage them in further conversation. "Hi, thanks for your interest. Reservations must be made through the Airbnb platform. Good luck in your search." There is a hidden message here that says The conversation is over. Good day.

[Bernie68]

LOL....I get this all the time!

[Quincy]

Yes, it is important to be firm to such requests, indeed @Emilia42!

[Jo665]

Yes totally agree with this approach. I have had some odd requests, air beds etc and been very questioning before confirming a booking. With stranger requests I treat the enquiry as I would any with any other business request ie professional and direct !

[Helen3]

I just report and ignore .

sadly I can't block said guest as Airbnb removed our option to do so a year or so back.

do you know their reasoning for doing so @Quincy 

my concern is that I know Airbnb only investigates a guest if there are quite a few complaints so my reporting a guest does little to stop these scammers trying to use the platform.  

[Quincy]

Hi there @Helen3, I think this is something that I can check with the team. I will drop them a message to see if I can get any correspondence on this. 

[Carolyn23]

@Quincy We have had requests for accommodations for two, and three or four show up. This really irritates me as I may not have the second BR ready for quests plus there is an upcharge for extra guests. What to do? I have not addressed them or asked for upcharge after the fact.

Also, no parties is the rule but I still get requests for a wedding group social, or similar for New Year celebration. I always refer to house rules and decline the request. One time I received a request from a resident of a near by apartment complex wanting to use our space just for a party! Are you kidding me? Declined.

We have also had older couples staying while visiting children with grandchildren. They brought the grandkids over for a brief time while here and the child broke our elliptical! We were able to fix it so it didnot have to go further. I would have hated to have to ask them for repair costs, etc.

[Barbara2329]

My 2nd and 3rd Bedroom are locked unless booked.  Its in my ad several times.  So far haven't had an issue.  Had someone send an inquiry for a stay for 4 adults and a child but inquiry was only for 1 adult so I just said if they could rebook with correct number of occupants and he did and they were great guests.  I always ask if guests are sharing a room if there are more than 2.  

[Francine207]

I have a 3 bedroom house I rent out. How do you charge if only using one room?

[Jeff565]

I have a 2br they we offer as a 1 br for 2 people and it's priced that way. My ad clearly says if you want access to the 2nd br please book for 3 (or 4) and we will open the 2nd br with bedding. I still get questions which I happily clarify and it works well. Keep in min I have turned off instant book so screen EVERYONE. If they are wanting to book for 2 I advise that 1 queen bed is included and go from there. We tend to be flexible for longer stays if they ask or say have a toddler and are bringing a playpen/bed.

the advantages are we don't lose budget minded guests who don't need the second br but if they do it brings in a few extra $$$. 

[Barbara2329]

Thats basically what I do.  Keep it reasonable for 2 people but they get the added comfort of the whole house, extra guests pay per person.  I turned off instant book so I chat to everyone and generally am getting a feel for what they are after.  I have had guests with 4 people who have requested 3 rooms.  Also a father and son who wanted 2 rooms.  Its all about the communication and if they are upfront about it I'm usually ok with it.  

[Michelle2532]

@Francine207 I have a 3 bedroom townhouse, and there's never been an option to charge per room. It's titled "Family getaway, stones throw from the beach", I'm not sure I can charge accordingly. It's a flat rate.

[Carol6081]

You can charge for additional guests, so 2 people are one bedroom, 3-4 2 etc.  I would indicate that if people intend to have one person per bedroom, they should indicated so in their request/inquiry.  You can add an extra charge per person though not per room.