How to screen and build trust with a zero-review guest

[Samuel1104]

Hi there, I got a two-week request from someone (a college student at our local University) asking if I can reduce the rate in January to the same as my closer-term open days in December.  I explained that the reason those are lower is because we like having guests and that generally works best.  He is courteous but persistent and says he's going into a PhD program.  He has zero reviews so far.

Not knowing the rules but in just what appears common sense, I'm inclined to ask him his phone number and talk directly to establish that it's important for both of us to communicate, that we will likely be booked after his slot, and this is not a long-term stay.  Also that his first stay is important to build a 5-star reputation.

What one would do in the real world may not always be allowed I've learned.  May I give the prospective guest my number or ask for his?  Obviously I wouldn't do this with just any guest but a first time college student, well, I wish I'd had someone who cared as much for me while I was in college!  Thanks for your knowledge on this topic

[Carolyn742 · Accepted solution]

Hi Samuel1104,

It's been my observation with persistent/pushy inquiries i.e. booking very close to proposed check in date or same day to exercise maximum caution. Never communicate deets/side deals regarding your listing off airb platform, protect yourself should you book and a complaint/refund request arises after/during the guest stay, or in extreme cases you have to engage law enforcement at checkout (it happens).  Could be his prior arrangements fell through at the last minute, hence his persistence, on the other hand could also be indicative of the type of guest he will be: consistent attempts to bend your rules to his favor during his stay...or (1) politely suggest he check other properties that might be more $uitable to his situation, (2) deposit request.

Trust your instincts ...

*Thoughtful of you regarding his student status, but he's pursuing a PhD, not exactly first year college student, but unless you're willing to negotiate a lower rate that satisfies your business needs and his, don't allow yourself to be manipulated.

Wishing you well in your decision...

[Samuel1104]

Thanks Carolyn.  To be clear he's wanting to book in January nearly a month ahead and has communicated well.  I just want to be sure via voice vs. endless typing.  

[Joan2709]

Hi @Samuel1104 

I echo @Carolyn742 's advice to NOT go off platform with your discussions. Always best to keep communication on platform in case of issues down the road (even if you must do alot of typing 😊). Voice conversations cannot be documented in case of issues down the road. "He said, she said" and lots of fingerpointing if there is a problem.

[Samuel1104]

Hey Joan, sound advice; as it turned out I was able to resolve everything in-platform.  And this is what I'd do 98% of the time anyway.  But I have not heard anyone cite a specific rule that it's forbidden.  May never happen in the future anyway; this was just the case of a PhD student from another country and it turns out he was/is a serious learner trying to find a place for him and his wife till his apartment became available.  I love housing shortages ¯\_(ツ)_/¯