Late Night Request

[Ann72]

I got a request just before 11 pm as I was dropping off.  The guest has a 4.5 rating with 15 reviews and all she says is, "Hi Ann, we’re looking forward to staying here!" 

I was trying to decide what to say before accepting because, honestly, I was annoyed at her brief and presumptuous message.  Then the request was withdrawn.  I took a minute to think about whether to write back or not, but before I did, a second request came in with no note of explanation.  The first was for two nights in May, the second for two nights in August.  I wrote and asked her to clarify because of the conflicting messages. 

No answer.  Then the second request was withdrawn, and a third request came in for the two nights in May from the first request - again with no note.  I wrote again asking for a quick note of clarification.  Again - no answer.

I decided to give it 20 minutes, which is a long time when you want to go to bed, and after getting no answer, declined.  If the guest can't be bothered to write more than a sentence, I can't be bothered to jump through hoops for her.  I assume this guest is throwing a wide net, requesting and inquiring all over the place.

And all those reviews that added up to a 4.5?  A great guest, a pleasure, excellent, awesome, would host again, lovely, fabulous!  The only slightly negative comment was, "Other than a small incident in the bathroom, they were great guests!"

Am I too grumpy or would you be put off enough to decline too?

[Stephanie1933]

I agree, seems like a time waster to me! 

[J-Renato0]

@Ann72  Short messages does not bother me anymore. Once in a while I get some like that.... some guests are not good in terms of communication.. What I thought really strange is the complete flip-plop by deciding what is the month to stay! 🙂 And the refusul to answer you  It was also strange!  

[Ann72]

@J-Renato0 @Stephanie1933  Good news in the end...I got up this morning and realized the May dates were a holiday, so I raised the rate and the minimum night stay for the long weekend.  Minutes later, she requested again, this time with a note apologizing about the indecision.  Accepted immediately.  Happy ending!  🙂

[Laura2592]

@Ann72 I have found that if guests are serious they will return. If not, well, we are better off without the hassle. I have had more than a few folks like the one you describe. Glad it worked out!

And as for the ratings, I have a recent guest who was quite demanding but has over 10 ratings at a solid 5. I have had detailed others who have 17-30 great ratings but were awful guests. I really don't believe ratings anymore as so many hosts are scared to leave honest ones (or don't know how they work at all.)  

[Ann72]

Absolutely agree @Laura2592 - never chase a booking, someone else always comes along.  I didn’t regret the decline - I regretted the lack of response on her part.

Lesson?  Just go to bed.  Most problems sort themselves out in the morning 🙂

It’s definitely hard to write a bad review.  I would love to write a template for Airbnb to offer new hosts.  Hosting is so emotional for so many - it’s their home we’re talking about - it might help them get started in a more dispassionate way.

[Huma0]

@Laura2592 

My worst guests were the ones with the largest number of positive reviews (by positive, I don't necessarily mean all of them were glowing, but all were good with no complaints). They had 25 of them. Possibly some of the most miserable, rude, demanding and entitled people I have met in my whole life, let alone hosted.

I didn't hold back in my review, but didn't got into minute detail about all the reasons they were bad guests as it would have been an essay. I am pretty sure this helped their next host to leave a less than glowing review.

In general though, I find it very, very hard to leave a negative review and a bit easier to knock a point off the ratings here and there, but even that is hard when you liked the people, e.g. a guest who is lovely but insanely messy, I would probably leave 4* for cleanliness, even though they deserve 3*.

[Pat271]

I’ve had these types of requests to book, and I responded similar to you, except I would have gone to bed sooner (see below).

I request more info before I accept a booking for multiple reasons:

1) I want to know who is in the guest’s group of people that want to stay

2) I want to establish a rapport with the guest early on in the transaction

3) I want to assure that the communication channel between us is functioning efficiently, both in terms of the guest’s desire to answer my questions, and also to verify that Airbnb notification settings are turned on, or to request the guest to do so

4) I want to impress on the guest, however subtly, that I will be making the booking decision, not them

5) As far as it is feasible, I want to gauge whether or not the guest will be a good fit

Some of these objectives I formed from experience, and some of them are just my style of hosting. I am not a Helicopter Host once the guest is settled in, but I do want to do what I can to increase chances of a successful stay, if possible.

If the guest doesn’t respond within 23 hours or so, I deny the request, with a note indicating that the booking request “expired” because the booking required further info. 99% of the time, this brings the guest around to understanding and complying with expectations.

If I cared less about these things, I would just turn on Instant Book.

[Ann72]

Sorry I am just seeing this @Pat271 but it seems our underlying reasons are in sync, as I wrote below.  They're called "guests" for a reason - they're there at our discretion.  I like your note explaining the so-called expiration.  I get few requests since I use InstantBook but I'll remember that next time I need it.

[Huma0]

@Pat271 

I also care about these things (especially as I host long term in my own home) and want to know also the  same things you mention. I would decline a request if the guest doesn't respond to my questions before the deadline. I like your phrasing of it though. I might steal that!

However, I use IB, not because I want to but because my listings dropped off the map and the only way to get them back up high in the search results was to use IB. However, I have not found IB to be too problematic in the past. I ask the same questions, but stress to the guest that they only have 48 hours to cancel penalty free so that they understand there is some urgency to get back to me quickly. If they continue to fail to respond, I would first get Airbnb CS to try to contact them and, if that fails, I'll use one of my penalty free cancellations. Of course, because I host long term, there's less likelihood of me using up all three within a year, especially as long term guests rarely booked. I actually never needed to use all three when I was hosting short term guests.

Now though, there seems to have been a shift. Firstly, I am finding that guests are booking longish stays via IB more often. These guests have often not understood the listing and are potentially problematic. I had to ask Airbnb to cancel two IBs recently, for the same guests/booking but booked from different accounts. I have no idea if that means I have used up 2 of my 3 get out of jail free cards or not.

The first time was because it was a third party booking. I explained to the guests and made sure they got a full refund. I also told them several times that there were questions they needed to answer and that they should do this BEFORE rebooking. Yet, they rebooked again, having not understood the listing, which clearly states you cannot quarantine here. So, I had to get it cancelled again and again ask Airbnb to refund them as the booking was last minute and not eligible for the 48 hour grace period. Not a single overseas guest who has contacted me recently has bothered to check the UK COVID regulations and they all ignore the point about not being able to self isolate in my shared home. It is starting to drive me insane.

Plus, the last IB guest I hosted did not answer all of my questions, despite being asked repeatedly. I did have a gut feeling that there was something slightly off about this one, but thought maybe I was being paranoid, so didn't cancel. That was an error because she left me a 3 star review with no explanation as to why. l had two other guests who wanted those dates (one of them eventually stayed, was lovely and gave me 5 stars across the board), so I'm really annoyed at myself for not cancelling the IBooking. 

Now I am seriously thinking about turning IB off. I am just scared that I'll drop off the map again, especially as I'll be losing my Superhost status for several months due to the 3* guest. 

[Linda108]

@Ann72   I put great store in the early communication by a guest no matter what ratings and reviews have been posted.   As a shared listing,  I cannot abide poor communication so I always ask some question and base my next step on whether they respond in a useful way.  I always acknowledge that they are "an experienced and valued guest on the platform" if they have several positive reviews, but still seek to establish a rapport with me.  

[Ann72]

Agree @Linda108.  I know people are harried and how many hoops they have jumped through to make a booking or even to request one so it doesn't have to be a lot.  But a simple answer to a simple question makes all the difference!  It's part of how we establish boundaries and control, honestly.  I can't accept a request from someone who doesn't answer.  That sends a signal that I don't care/am a doormat/am desperate for the booking, which gives the guest the upper hand.  And scenarios ensue.  🙂

[Elaine701]

It's not a supermarket or a kebab stand or a trinket shop or Amazon or eBay. Also not a hotel.

I'm happy to help them out if they have questions, but If they don't respond or can't make up their mind... Well.. we're not the right fit.

Go to booking.com. They'll have what you're looking for. And you can be indecisive and completely detached without having to engage in dialogue with anyone. 

[Ann72]

“Go to booking.com” - 😂😂😂 @Elaine701.  This whole thing made me laugh.

[Elaine701]

@Ann72 

Oh yeah! On booking.com it's all instant book, so there's no need to fuss around with pesky hosts who ask pesky questions, plus you can always change your mind, cancel, rebook... And you can invite all your friends... and their dogs, and you don't have to worry about spilling a little beer or jägermeister or ketchup. 

It's great. Not like that snobby 'spensive Airbnb circus. No siree...