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

[Carol6081]

I have 2 rooms available in my home...I list them separately at different rates, one is for 1or2 one is for 1 only.  If someone wants to book both I will offer a slightly lower rate on the smaller room. But again this is in my own home, so I'm here.

Have had one person book only to show up with a friend and want them to stay, but decide not to even stay because there was a fee for second person.  He tried to say the room was unacceptable...but I had called airbnb when he said he wasn't going to stay...to report the situation to them. They were very helpful and I was paid in full for the one person, although he chose not to stay.

Always contact Airbnb customer service, I have always found them to be very supportive.

Be sure to put your complete details on your rental...it will be backed up...anyway that is my experience...and I have a lot of stuff covered so there are no problems.

[Renata300]

@Francine207,

I have split my "2 bedroom apartment" listing into two separate listings:

"One bedroom apartment" and "Two bedrooms apartment"

One (upstairs) bedroom is locked when guests request the one bedroom listing.

If this is an option for you, you can even link calendars between the two listings, so you don't double book

[Soontaree0]

I believe this may be creating three separate listings. One for each room.

[Barbara2329]

@Francine207 I have a rate for 2 persons which is the bedroom and use of the rest of the property.  Rooms 2 & 3 are locked.  If 3-6 people book then I charge a extra fee per person.  Cleaning fee generally doesn't change as I feel the extra linen and change of bedding is covered by the extra per person fee.

[Carolyn23]

@Barbara2329 Good answer. My situation is different. It is a suite of rooms in the lower level. So they get both bedrooms. I just don’t want the liability if they book for two or one and bring four. A change request on arrival would indeed solve that.

[Quincy]

That's a smart thing to do @Barbara2329! 

Also, I'm very glad to hear you haven't had any issues! Let's hope it stays that way! 🙂

[Quincy]

Hi @Carolyn23, I've never experienced this before, but I can imagine that it can very be disappointing as it would confirm that the guests have not read your listing description. 

One thing perhaps would be to change the reservation on the spot by sending your guest a change requests that includes the additional cost per night for the extra guests? 

Another thing would be to cancel the reservation in its entirety, however, this could get quite tricky if the guests are already there. 

Not sure if you have experienced this before @Anonymous @Laura2592 @Sarah977 @Emilia42 @Helen3?

[Sally492]

I charge per guest in our Annex.  We had a few guests who added extra people. We ended up putting CCTV on the exterior of the property so that we had proof of the number of people staying and Airbnb have supported us in charging those people who have added extra guests.  It is clearly stated on our Airbnb page that extra guests will be charged for. This has worked if you are able to do it? 
I spoke to an Airbnb advisor about a guest who I was concerned would have a party. You just get a vibe from the questions they ask... how big is the space? How close are you to the property? Can they play music? All the telling signs.  Sure enough 7 car loads of people turned up! I took lots of photos. He had been a guest on Airbnb for a number of years and had no problems reported. No complaints - and also no reviews!  I realised after I wrote my review on him that he never reviewed me... therefore he never gets a bad review. Is Airbnb picking up on these guests?

I now look at the length of time a person has been a member of Airbnb for and make my own judgement if they haven’t got any reviews.

Recently we have had been inundated with requests for parties as people can’t book restaurants and party venues for due to the Covid lockdown. I just politely reply that it is illegal for me to host them under the current Government laws. 

I have been told by Airbnb that if a person is having a party in your property they can message them and even ask them to leave the property there and then? My view is ‘kill it with kindness’ if you can.  Give them an honest review when they leave and charge for any damage that is done if there is any. 
One person had a full on party in our property and I am happy to say that she has been blocked from being a guest on Airbnb now. Photos are very important in these matters. I always take photos of the property during my clean so you have proof of how guests received the property and the state it was left in. Work hard to become a Superhost. Airbnb support you far more if you are a good host for them and have good reviews. 

[Michelle2532]

@Sally492 How do you block a guest from your property? One of my earlier comments I've commented about the vibes from texts received from the guest and had to check on my property after their departure. I went through resolutions which she declined to pay; I did give her a review as Airbnb prompt you to do so, and I didn't get one back. I expected that.

[Sally492]

Hi Michelle 2532. I did not block the guest but Airbnb did. I think she must have had a number of bad reviews? She did a lot of damage to my property and didn’t even try to clear up properly. 
Always take photos before guests move in. Airbnb require ‘proof’ when dealing with damages/claims.
Work hard to become a Superhost as you definitely get better support from Airbnb as a Superhost. I can see from your site that you are very polite with your guests from the way that you message them. The more you ‘put in’ the more you will get out of it in the long run.  
I had a guest that didn’t pay for resolutions recently and so I called AirBnB and they seemed to sort it out. If they have the photos and receipts they can chase the request. I would get back in touch with them about it. 

[Carol6081]

If things aren't as booked or left as they are supposed to be, contact airbnb customer service, don't rely on "resolution"...they can  make the appropriate charge or may just pay you as I had occur when a guest checked out about 9 hours late and didn't want to pay...I eventually got about half from him...airbnb paid the the rest!  I was amazed, I hadn't even asked!

[Sarah977]

@Sally492  Whether a guest leaves a review for a host doesn't have any bearing on the host's review of the guest being published. All submitted reviews are published whether both parties leave a review or not. This party guest's past hosts may have declined to review him if he was local and they feared some sort of physical revenge.

[Sally492]

That is good to know. I would like it if all hosts do leave reviews on every guest then. I think we have a responsibility as a host to do so if Airbnb is to continue to work well. 
I have just refused a guest because she had a shocking review from a host. Her reply to my decline backed up the fact I made the right decision! I would rather keep my property safe than have a difficult tenant like that. It is too easy to loose confidence in hosting when you get bad guests. 

[Carol6081]

True...I've had  about 3 objectional guests in the mega years I've been on Airbnb.  They even deleted one of the reviews by such a guest, because they broke some rules...which I wasn't even aware of!  Airbnb Customer Service has never failed me!

[Bernie68]

• Here are the ones I don’t like because the few that snuck in gave me the biggest problems

Short assumptive statements…No intent, no details about their trip

Hi be. There at 830

            Just give me the address 

No reviews – Decline

• @Emilia42 mentioned the inquiry which is already answered….

I think they just throw in a question instead of lying about their intent!

I fell for this one last week

Hello is this available from today the 13th to tomorrow? (You just saw it available in the calendar but I did fall for it!) 

            Overcrowded a studio, smoked marijuana and stunk up 2 other units in the process!

2b) Here is another!

Is there a TV (There is obviouslay a TV and details about type and streaming and pics of theTV (I did not fall for this one!)

• Then there are the ones which have a promising story, but I ask a follow up question and no reply …..I cannot  with a clear mind accept a booking where the person does not respond.