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

[Julieanna0]

@QuincyThanks for your message.  One thing I keep in mind at all times is this:  even though a guest is verified, they can change their profile photo immediately after verification to Mickey Mouse and state that they are from Disney Land, and I have no way of "verifying" this unless I request that they send me a photocopy of their ID and check my Ring video footage upon arrival. (Or meet them at the door and request to see their ID and compare it to them as they stand there.)  How do I know this?  I once had a guest I was uneasy about and called Airbnb for help.  They provided me with the info above.  I did further research, and found this was indeed, true.  The photo that a guest uses to verify their identity can be changed immediately, or deleted completely from the "front" facing user profile that we, as hosts, see.  There is a setting that can be turned on requiring guests to have a profile photo in order to Instant Book,--but again, they can have a photo of their cat and still manage to skate past this.  (Yes, I had Minnie Mouse Instant Book my home.) 

All of this to say, unless we ask for a photocopy of a government issued ID and check video footage or meet the guest in person, it is very difficult to know who actually booked our home due to Airbnb's policies.   I once had the unfortunate experience of having to ask guests to leave as I quickly realized that 1) although the booking was only for 2 people, about 9 had entered my home, and 2) when I went to the door and asked to speak with the person who had booked my home, I was told there was no one there by that name!  Needless to say, I wish that Airbnb required all guests staying, (unless young children), to be registered, and that their profile photo would be confirmed to match the identity of their government issued ID they used for verification.

As for people asking for discounts,--I agree that usually these will be the most problematic guests.  I learned this lesson very quickly when I first started out, and Airbnb continually urged and prompted me to offer discounts.  The quality of guest I have now vs. then is amazingly different.  Personally, I think that's one of the worst things Airbnb encourages new hosts to do. 

I subscribe to STR newsletters and have been reading that a lot of people who own STR's are opting for their own website, as they are tired of losing money to booking platforms.  I don't mind paying fees for booking platforms,--however, as is the case with @Airbnb, the way they have treated their hosts continues to be appalling.  The day that someone offers ME the ability to do my own verification on prospective guests, I'll be off all platforms in a heartbeat.  I'm tired of the constant delayed payments, horrible, or no customer service, and ridiculous excuses.  Additionally, with the current lawsuits against Airbnb, one has to wonder how much longer they will be able to tread water.

[Lorri7]

@Julieanna0 

While it is unsettling to know of your problems, it is also a huge comfort to know that I am not alone and share  like negative experiences.  Customer service is horrible. Don't believe you will be called back.  For the most part, you won't.  Complaints of guests reported for violating house rules are ignored.  Guest's who bring in unregistered large dogs who destroy your home and furniture are ignored along with damage claims.  

Also, thank you for the confirmation about discount seekers.  My discounts are being removed today.

[Julieanna0]

@Lorri7  Sadly, I'm well aware that @Airbnb hopes ignoring problems will cause them to vanish.  Some CS reps even seem to enjoy "toying" with hosts to see if they can anger them.  Apparently, there have been (previous) hosts who have been banned from the platform after losing their cool and using a curse word or two.  (Trust me, I empathize!!)    

Another note regarding discounts,--I do give a small discount, (which is already mentioned/factored in), for long-term stays.  As others have mentioned though, this means that I don't have to have discussions or answer any questions regarding "additional" discounts. and it's a definite red flag if they're asking.

[Michelle2536]

Hi Lorie, I think she is speaking about the guests who is requesting discounts before they book, or in my case which I give a weekly and monthly discount. And they are requesting additional discounts. Bare in mind they don’t know you have a discount until they actually click on the total details. And of course not all who gets a discount are bad guests. My secret is a markup the price then after the discount it would be the going market rates. I find that if your place looks good and the location and amenities is good people will book. I because a Superhost within my first year this past January and I have had great guest experiences beside one just last eel with her 10 years old brat that broke two of my blinds from the tracks, because he constantly wanted to go out on the patio when his mom leaves him at the house, then she had a problem with the reimbursement, which in my opinion not not a lot. But I live on the property so that eliminated anyone thinking they can come in a try to break my rules. 
and even when I am traveling I block off my dates because I want to be home at all times especially to check them in. 

[Carol6081]

FYI...I have always charged a higher rate on this and another site to cover the costs which they deduct. 

It's best to set your refund policy to strict.  I only allow my bookings here to a limited advance time to avoid blocking my calendar only to have a cancellation a few weeks in advance...too much to loose, certainly much more than gained.

I also list on V R B O which although is a paid site, I also list at a higher rate than my own listing due to the costs involved. 

In Florida I use Florida Rentals...with a simple listing fee...nothing additional.

I'm interested to try to get information on the second person when listing my home bedroom.  For my condo it's not so much a problem.  My Cleaner will inform me if it looks like more people were at the condo...this has never happened.  Previously I did my own cleaning  and there was nothing to indicate more people were there than it was booked for.

[Michelle2536]

Thanks Carol for the info on Florida Rentals, I’m also on other platforms which is at a higher rate and I find that they are a different caliber of people and they have no problem paying the higher rates and never try to bargain rates like Airbnb renters. 

[Michelle2536]

Very informative information Julieanna. I did not know Airbnb is currently in a lawsuit, but not surprised. 

[Claudene0]

I totally agree with your feedback, especially ""Thank you for choosing our cottage! We are unable to offer discounts at this time due to the volume of bookings we have." I've recently began hosting my place, and I've already seen a few questionable inquiries. I've kindly, and respectibly declined all of them. I'm a true beliver that upfront negotiation ( especially when my guidelines are posted) will be a longterm headace.

[Michelle2536]

Hi Claudene, I totally agree with you. I am only doing hosting now for a year a four months, and I currently have a weekly and a monthly discount, and I get request all the time looking for more discounts on top of what’s already listed. Or some is even telling me what they want to pay lol. But I have no problem letting them know sorry I already have a set discounted weekly it monthly rate which most host does not offer, so unfortunately I cannot go down any further. And if they don’t book I am happy because I realize I just eliminated what would be a problem guest. 

[Dave-and-Wyn0]

We did not experience any side proposals/requests but, when we did come back online last June it was non-stop misrepresentation of who and from where guests were coming from.  Several are listing on the Airbnb registry as hailing from out of state who actually live in our city.  They state that there will only be 1 guest and it turns out they are bringing 3-6 others from other parts of the country for party time. 

We have a strict no smoking rule (it is even stated in our header) and you find out they were smoking all kinds of stuff beyond tobacco.  One group came for a rap recording session and started after midnight. 

Soon after we put a "For Rent" sign in our front yard and since last October we blocked all future dates.

The income is somewhat reduced but, so is the hassle.

On a somewhat related topic if and when we come back online we do not want to accommodate anyone who has not been fully vaccinated.   Has headquarters provided any mechanism to date to require proof of vaccination in the form of the "CDC COVID-19 Vaccination Record Card"? 

We probably won't come back at least until proof of vaccination is part of the registry with Airbnb and that we can refuse any request without such proof even if they instant book.  We are 78 year olds, live on the lower floor of a duplex with the upper unit being the rental/Airbnb suite and we are the cleaners of the unit.    

[Julieanna0]

@Dave-and-Wyn0  I'm sorry to hear you had such troubles last year.  I too have noticed a large discrepancy in the place listed on guest profiles vs. their actual location.  As Airbnb does not enforce consistency between a guest's verification and their profile, many people get away with this unless a host asks to see their ID and physically confirms a match. 

As for Airbnb requiring proof of COVID vaccination; I doubt it.  I think you, as a host, would have to specifically mention this in your listing and let potential guests know they will have to send proof of vaccination prior to, and present it upon arrival.  I have had one set of guests who volunteered this information, and it was nice to know.

Wishing you the best of luck!

[Johanna292]

Seems to me with the advent of covid etc, that Airbnb would be the least suitable way for you to rent out your unit... Might be better to rent long term. Best of luck.

[Bharati-Carla0]

Hello I definitely agree with your sentiment on discounts. I'm only 3 months in (just made SuperHost!) and have drastically reduced the discounts to 5% because quite honestly as you say anyone who truly wants to be here doesn't even ask for such. And there's something to be said for saving yourself headache from a difficult guest. Not interested in that at all. I've found if my gut says pass, I follow it and so far so good. Thanks I'm grateful to be part of this community. 

[Chrystal-S0]

You said it girl! I don’t rent to locals for the most part either. They just want to come and destroy my house instead of their own. I have had a couple of good ones that were waiting for their house to close, but other than that- the locals stole my TV and trashed my house.

[Val76]

How do I get to post a bad review IF the guest knows that's what I'm going to do then they won't do a review on me.  Therefore no review is posted. ?  Val