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

[Nataraja-Ganesh0]

Hi - I certainly do not interested in booking guests who ask for my number to negotiate out of our contract. Such enquiries are more likely to be problematic. If they put that in their booking message I usually respond saying "Welcome to our flat. We do not offer discounts other than what is already offered to you.   Please go ahead and book - not to miss the opportunity and we will do our best to make your stay comfortable ."

As far as third party guests, we have had those as well and did face some communication issues. it is better to identify if the booking is for third party. 

best wishes,

Ganesh Shastri

[Xanthi3]

I have had lots of fake enquiries since I started in the middle of 2019, so minus 1 year due to covid-19, I've been left a bit disppointed with all this...Half of the enquiries were made by business people or students who used fake dates just to have access and ask me about long term rental for indefinite time...The other cases were from people who enquired about dates on my calendar which were already blocked, or bookings and payments outside the platform promising a lot of money, and I had one case with a guest with a totally different name on arrival for which I demanded a cancellation, when I discovered that this person was using my property for other purposes, don't ish to mention what... I never had a problem though with guests providing a passport or ID number with a photo on arrival, they know they have to do that even before they book because I ask it on the platform. I just think that Airbnb should demand that their guests are able to provide a valid ID or Passport with a photo on a message to the host before arrival, or even on arrival, since they don't want to forward their customers' details, which I consider correct.

Another thing that troubles me though, is that, why do I have to be assesed if I decline a fake enquiry, which involves dates other that what can be seen by everyone on their message, or even blocked dates? I actually decline the content of their message and not the fake booking dates! So why should I or even Airbnb propose another property? Should I instead accept their 'fake' dates and let them naturally not book because their fake dates are not what they want anyway, and avoid the risk? And isn't it unreasonable to decline a blocked date on my calendar? If it's blocked the enquiry does not make sense anyway!!!

Sorry for the long text, please let me know what you think quys. Thank you.

[J-Renato0]

@Quincy 

If someone wants to negotiate "off platform prices", and if you mean by that negatioting directly with the owner without Airbnb, my answer is straight to the point.

"It is against the terms of use. You are in the wrong plaftorm. It is only possible to book via Airbnb."

I usually report (flag) this type of user as well.

To me it is not frequentely to get such proposals, however, sometimes it occurs.

Stay safe. Regards.

[John5097]

@Quincy @I haven’t had any problems because mine is a guest apartment. Airbnb policy promotes far more risk to whole house rentals.

1. No deposit.

2. No real ID verified

3. Don’t have to pay for damages

4. know guest can leave retaliatory review to get free stay

5. no real host guarantee or insurance 

Problem guest aren’t as likely to book a place where host also lives. Usually my inquiries want to know how far a place they plan to go is. 

[Emmanuel711]

The claim Department is very strict and lay back in reimbursement, do not used unlicensed handyman for repair to damages caused by guests. Some of the guests are unfairly retaliatory. Yes, they are looking for free stay. Airbnb allowing them to post a review even while disputing guests dishonesty. 

5 stars for 2 years should never be able to turn to 1 star 🌟 rating because of angry 😠 guests.

No investigation. It's a great platform with some unfair advantages.

[Mike-And-Jane0]

@Quincy I spend about 20 seconds on any questionable enquiry.

 if it is an obvious scam: A one line response that verges on rudeness and a click to report the user

if it is just something we don't do then a simple one liner saying no thanks.

[Pamela539]

I just want to thank everyone for their comments and questions.  It has helped me so much in determining what to do in certain situations.  I have been asked to give discounts and was tempted until I read some of the conversations.  I do discount longer stays but not just a few nights.  I haven’t had any issues with not knowing who is coming.  Thanks again for all your valuable knowledge.

[Liv]

Hey @Pamela539,

It's great to hear you've been learning so much with the Community. There are plenty of experienced hosts who I'm sure have a lot more great advice to offer 😊

Hopefully we'll see you around!

[Geraldine109]

I have had requests to do off platform deals too but tell enquirer I only operate through Airbnb. I am 5 years now operating with 2 properties my home Country Bliss and a 3 person Studio next door. At present I am only letting the Studio because of Covid.  And those guests must comply with Irish Restrictions. I have not had many problems as I ask a lot of questions before accepting. Geraldine Farragher

[Penny372]

I have an additional concern that has recently appeared in some of my reservation requests that concerns fraud. There is a practice of persons making reservations to access a physical address so that shipping companies can delivery money gained in fraudulent email schemes. After watching the process on the Glitter Bomb's YouTube channel, I realized that I had several requests that fit the profile perfectly. Understanding what was occurring allowed me to feel very comfortable in denying these types of requests. Personally, I would prefer that Airbnb didn't make my address available until the my free-cancellation time had expired. I think this could prevent some of the bad actors.

[Liv]

Nice insight, @Penny372! I'll be sure to pass your suggestion on to the team 👌

[Soontaree0]

@Penny372 What were the things that clued you in? Thank you Penny

[Debra48]

Simple. Just say prices are non-negotiable for short-term stays, as is off-platform business. Stipulate in the beginning of your rules that no additional guests are allowed without prior authorization from the host. Most will ask permission in advance and offer to pay more. I usually allow a few friends to visit for free, without charge, as long as they’re not spending the night. 

[Katerina297]

Greetings to all!

A very special day for Greece and Greeks all around the globe today, so I would like to extend my wishes to all of you and your beloved ones, too!

We constantly receive such.

This is how I respond, since you never know if anything could be valid!
____________________________________
Dear {Name},

Thank you for your interest in Castello Villa.

Respecting Airbnb as our partner, we try to keep all communication within the platform.

Thus, would you be so kind as to share more information via the platform?

Looking forward to your reply!

Kindest regards,

Katerina and Fontas

[Nick]

happy 200th anniversary of Greek Independence day @Katerina297 

Hope you had a nice national holiday today 🙂