I've recently become a co-host helping a busy professional i...
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I've recently become a co-host helping a busy professional improve his results on AirBnB. I've quickly noticed a disturbing p...
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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
Thanks! we need to communicate among one another as hosts. Liz DuBois
Hi @Lizabeth2118 and welcome to the Community Centre. This Community is exactly what this is for. You can search to find answers to questions you may have, post your own so that other fellow hosts can jump in and give advice, get Airbnb updates and generally socialise with one another. I hope you'll get to enjoy it 😊
I understand the privacy issues AirBNB must face. However, I have now had two guests cause damage. I had absolutely no luck in contacting the primary guest. The masked email doesn't help but they probably wouldn't have responded to a regular email either. But I had no recourse against any of the other guests either. I would like to know how to respond to an inquiry where you have a younger renter, new/newer to AirBNB and a large group. Both of my "bad actors" fit into this description and I had a weird feeling about them from the start. Interestingly enough, both of them sent me a message about the delay in their final payment. Could I have cancelled then and what would the penalty be?
FYI you can make them pay 100% up front to Airbnb. I require my rental fee up front, but allow the cleaning and tax amount to be collected one month before...if booked in advance. if not it must all be paid up front to airbnb.
I don't allow guests under 24y/o.
and always contact airbnb customer service immediately when you have a problem.
Im with airbnb for almost 5 years. Lately or from last year i been received messages from people that they want to discuss different subject (pricing, points that they have, or other things) OUT of the platform. At the begging I found it very strange and i have refuse to get back to them. I have said politely thank you for the message but never answer to anyone. I don't trust anyone outside of any platform. Lately i found someone from airbnb and complaint about this issue . Also I don't want my image to be destroy because i never get back to them.
i have instant book on and like it as I have two beach front units in Ventura, California. It has been a great experience overall and I do not mind inquiries. The inquiries give me a chance to communicate through Airbnb without the guest having to commit to make sure the home they would like to book is suitable for both our needs. The biggest scam inquiry came three different times with the same inquiry: "I am finding your home on several sites with different pricing. The price on Airbnb is higher and I would like to book, but here is the link to the other site__________ please look at it and get back to me." This is scary because whoever is making the inquiry already knows the other site is fraudulent and may be working in cooperation with the fraudulent site. I reported the problem to Airbnb and they were able to track it down and stop the problem. It takes Airbnb awhile to track problems but they are successful in my experience so I try to be patient.
Guests that want a discount are encouraged to make the inquiry in my listings. If I am not full and it is a good fit I will say yes. I retain the right to negotiate with them and have had a lot of success with return bookings at full price without questions.
Guests that have stayed through Airbnb sometimes want to negotiate price and want make offers to pay that are outside Airbnb, but they make that inquiry through the Airbnb platform. The simple answer is always no but I encourage them to book through the Airbnb platform because it is well worth the money and experience.
The City of Ventura requires through their Short Term Vacation Rental Ordinance the property owner obtains the name of the responsible renter and as a matter of safety, I also obtain names of the others staying in the home. All of the guests staying are happy to provide the information because they are happy to be there and happy I care. The side effect of this City policy is the guests are not anonymous. I have had a few infrequent issues that Airbnb has successfully helped with through their Resolution Center. All has gone well.
The one important thing I have learned is not all inquiries are a problem. Sometimes the guest needs assistance trying to determine how the Airbnb platform works and there was an instance where Airbnb Customer Service came to the assistance of a guest that wanted to stay for a month and a half and couldn't figure out how to make the booking. Thankfully Customer Service was so helpful for both of us because of the lack of ability to speak with the guest until she booked and she wasn't going to be able to book unless she could speak with someone. Airbnb bridged the gap for both of us. Thank you Airbnb!
I check their profile. The picture isn't as important as:
Ha ha I love the coherent sentence, I had a guy from Florida who said "me and me wife was both Lawyers, his spelling and grammar was appalling so NOPE no fun for you in the Rocky Mountains. Well at least not at my place. Guilty by grammatical error!
@Owen207 I totally agree! Once I discovered that a guest can change or delete their verification photo immediately upon becoming verified, I too look at how long they have been a member, what their ratings are, and I don't accept anyone who isn't verified. Although I did not know this, and had to research this on my own, Airbnb states this:
"if you feel uncomfortable hosting someone without a photo that shows their face, you can request to cancel the reservation penalty-free."
https://www.airbnb.com/resources/hosting-homes/a/airbnb-answers-guest-profile-photos-77
Always trust your instincts - every time we've talked ourselves into something that didn't feel right, it's been a mistake. Get a conversation going with potential guests and listen to your gut.
We don't accept third party bookings, no exceptions, ever. We've learned from experience! At best, it's impossible to communicate with someone if you don't have their contact info (and if something goes wrong at the accommodation how are they supposed to get hold of you?) - it invites a poor review for the host if something doesn't meet expectations and the guest can't reach out to get it dealt with, if someone's booked on their behalf.
At worst, third party bookings are bad guests with no motivation to respect the property, neighbours etc if there's no consequences like a negative review for them, or recourse to use the host guarantee. It's literally against Airbnb's own terms of service to accept third party bookings, and we never allow it.
As a rule of thumb we don't tend to take bookings from people who reach out asking for a discount straight off the bat either; if someone's cut-and-pasting the same message to loads of hosts they never end up booking anyway. We're in the short term let market because we don't want long term guests, so there's no incentive for us to negotiate a low rate for long termers. We've already dropped prices as low as we can in this tough COVID market and we're still getting booked, and have found in the past that people who start out seeking further discounts are actually quite difficult to please and often more trouble than they're worth!
I repeat - always trust your intuition. The stress of hosting bad guests is never worth it.
@Qunicy, last year I had a few enquiries asking for a discount, and yes, it was around Christmas time into the New Year. No thanks, not interested.
My response generally is to thank them for their interest in booking and tell them that while I would be pleased to host them I cannot facilitate a discount. I suggest that they filter their search to the rate they want to pay and that they would find nice places around (maybe not an entire apartment, though).
Another enquirer contacted me saying he was already on island staying at a hotel and wanted my number so that he could call me to book directly. Well... a no-go, so he moved on.
No third party bookings so far (thankfully).
Hey @Flavia202,
I really like you approach of trying to educate guests on how to find a listing better suited for them. I'm curious to know what is the usual reply to this. Has anyone booked even without a discount?
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@Quincy I don’t use automatic booking and like to screen all guests, but as someone else pointed out, Airbnb allows guests to put up any image in their profile, which can be disconcerting. Our accommodation is separate to our main house but still on the acreage. I take notes of car number plates if I feel at all nervous. Airbnb should, for our safety, insist everyone has a proper facial photo on their profile. I did take this up with Airbnb but they have done nothing about it.
I do rent to all first time guests as I figure everyone has a first time! But I won't book a request to book online or a request for a third party. The frustrating part is we must decline them, getting demerits for not accepting someone, right?