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

[Sarah977]

@Pam100  If you leave a 1* review and "Would not host again", supposedly they can't book with you again. And you can cancel IB bookings without penalties ( 3 per year on your own, past that by contacting Airbnb) declaring you are uncomfortable with the booking. 

Never submit a guest review until you have thoroughly inspected the property. We have 14 days to leave a review, so no rush.

[Jeff1632]

Hi Pam, I totally agree,  I finally had to stop allowing instant booking. I review every request. That was after a "Airbnb Ambassador" treated me so poorly after I canceled a same day booking right after a guest from hell damaged my property. He had no concern for my situation and kept threatening me about Penalties he was levelling against me. Despite all of Airbnb's warnings it has not hurt my bookings. It just gave me more control. 

[Sarah977]

@Jeff1632  I might get more bookings if I used IB, which I never have. But I'm far more interested in quality bookings rather than quantity. If hosts are constantly stressed out about their guests, have guests cause damages, sneak in pets and extra people, guests who create bogus issues in order to demand a refund, guests who run up huge utility bills, or write bad reviews, having a 100% occupancy rate seems like a moot point. Better to have a 50% occupancy rate, great guests, and no stress, not having to constantly replace things guests damage, or spend countless frustrating hours trying to deal with Airbnb CS.

[Elaine701]

@Sarah977 

In all fairness, we use IB, but we set the filters for max; verified identity, must have reviews, no bad reviews, must have photo. 

... and it works! I can't think of even one guest who qualified for instant book, that wasn't an ideal guest. 

The biggest problems we have, are with those who don't qualify. Per our last dubious guest, who we thought we'd vetted well, I'm inclined to start declining all who don't qualify for instant booking. 

[Julieanna0]

@Elaine701  I have found the same thing regarding IB.  I also have my filters set the same.  I have only ever had one problem when a person used IB and then informed me they were bringing their pet for emotional support.  I said I didn’t accept pets as was clearly mentioned in my listing, (and also in an additional pop-up info box potential IB guests read before they can book), but she got angry and accused me of discrimination.  I told her as long as she had papers with her proving her dog was a service animal upon arrival, I had no problem.  Or, alternately, she was welcome to stay at my place and board her pet elsewhere.

This made her even angrier, and I suggested we go through Airbnb.  Airbnb also accused me of discrimination, even though by this point, she had  ADMITTED in her texts that she just “wanted” to bring her pet with her!  Airbnb continued to bully me, telling me that my rating as a Superhost would be in jeopardy, UNTIL I found the information about being able to cancel an IB without penalty.  

Needless to say, I told the “support ambassador” to cancel the reservation.  My Superhost status was not effected in anyway by this, in spite of all of the threats.

[Sarah977]

@Elaine701   I know that many, if not most hosts use IB and do just fine with it. I certainly am not advocating for it to be eliminated.

The hosts who I see it not being a good choice for are those who seem to have an ongoing problem with bad guests, partiers, sneaking in of extra guests or pets, damages, etc. 

I've noticed that the hosts who seem to have the majority of these issues tend to be in certain areas of the world. Hosting in an area where their guests are mainly coming on a week or two vacation is different than hosting in Los Angeles.

And as a home-share host who shares my kitchen, patio areas, with guests, I wouldn't want to rent to someone I hadn't exchanged a message or two with first to get a sense of whether they'd be a good fit. Hosting entire homes is different- hosts aren't living with their guests.

[James2250]

@Elaine701 What do you mean by IB?

[Sarah977]

@James2250  IB is Instant Book.

[Francine207]

I agree. Same experience in 🇨🇦🍁

[Sandra4257]

Hi Jeff, I learned the hard way re. putting up reviews before checking.  We had a lovely couple, themselves AirBnB hosts, and their 3 children to stay, both professionals.

When I went to clean the next morning, it was awful.   Every and I mean every surface, from chair legs to walls had to be washed down - sticky finger marks everywhere - my newly painted skirting boards chipped, a curtain pulled of the rail to mention just a few things.  I was horrified, especially from professional people.  They had no idea how to control their children and just let them go wild.  Fortunately we had no one booked in for that day, so had to time to clean everything.  When we joined Airbnb Feb. 2020 I had a no children under 12yrs policy but kept getting 'bullied' by the company to take them.  It wasn't nice, it was intimated  that we were losing business.  But I am thinking of putting the ban back on, its not worth getting your stuff 'trashed' because of bad parents/children.

[Pam100]

Yes, I know. That was my bad for reviewing them before house was thoroughly inspected. I was a new host at the time. Thank you for the information about the ability to cancel certain instant bookings without penalties. I forgot about that. 

[Sarah977]

@Pam100 Ah yes, the new host learning curve. Mine wasn't reviewing before inspecting, but figuring out how to deal with guests thinking they could invite someone else to spend the night in the room with them, that they'd booked for one. (And my listing title says "For solo travelers".)

[Jeff1632]

There has been a few times when a company has approached us asking to make a reservation for associates at the company traveling for company business. I request that they supply the associates name and contact information. once I verified there information was Legitimate I accepted and have had good results and stays. I do not accept bookings for a "Friend". I did accept a request Made for their older Parents coming in for a funeral. all easily verified. Other then that I expect bookings to be made by somebody actually staying at the property and with a Airbnb account.     

[Francine207]

I have accepted reservations and only found out later that the one doing the reservation was not a guest at all.  Now, I will make it a point to ask the question.

[Joseph1385]

Yes We have had a few people booked for others. In our experience this is not a good idea. I also understand that it’s against policy of Airbnb?