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  Then the request was withdrawn.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  Then the second request was withdrawn, and a third request came in for the two nights in May from the first request - again with no note.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?

[Ann72]

Ha!!!  It always sounded super-sketch but I was never sure precisely why - and now I know @Elaine701!  Jäegermeister says it all.

[Sarah977]

@Elaine701  My friend who has run a lovely small hostel for about 20 years, mostly advertising through hostelling sites tried out booking.com for a short while. Said she got the worst quality of guests she'd ever had, pigs and thieves, plus a whole lot of no-shows. 

To add insult to injury, she never got paid for the bookings and after arguing with them for weeks, removed her listing with them.

[Mayra163]

My friend has been trying to put his place on booking.com and it has been an horrible experience for him. Customer service is horrible. Has taken him weeks to be able to talk to someone that can’t answer his questions!! He has been waiting for weeks to get a call back!!👎👎

[Elaine701]

@Mayra163 @Sarah977 

Yes, we tried booking.com for a while. It was actually pretty easy to set up, they simply extract everything from your Airbnb listing to create their listing. It takes only minutes. Simples. 

They're primarily a hotel booking platform (not strong in STRs) . It's like Amazon for hotels. And flights. And car hire.

And like Amazon, it's simple. Anyone can use it; search, click and it's yours. That's what makes it so popular.

But... It's all instant book. Hosts have to accept any booking. And because there's no restrictions or guest ratings or ID requirement, it can attract the worst kind of guests (particularly those who have dubious intent). And if you think Airbnb customer service is bad, booking.com CS is nonexistent (which in some cases can actually be better than involving Airbnb CS) . 

Nope. Not for us (as hosts). I'll stick with the devil I know. At least there's the opportunity for some selectivity on Airbnb. 

[Elaine701]

Happy holidays, everybody! 

🎅

[Ann72]

You too, @Elaine701!

[Inna22]

@Ann72 @Elaine701 @Sarah977 @Mayra163 I am on booking.com. If we think customer service is bad on airbnb, they are white glove service compare to booking.com. Their interface is ridiculous. Guests are ok but there is literally ALWAYS a problem with the reservation of one type of another. Usually something administrative. My rates are 30% higher there. I figured if someone books at that crazy rate, it will cover my time to deal with them. I do get a booking once every two months or so

As for the short messages, I usually have no time for long explanations. I understand this is what is required of me because of this forum and do explain why I am coming and who is in my group but I would have never done it if I did not see comments here. The plus side of a less talkative guest like me is that they will probably not ask a lot of questions either.

If I were not educated here, my thinking would have been: you put your place on a public market place, my money is good and I know I am a good guest. I am not applying for a job or to college. I am also not planning on dating or hanging out with my host. Why should I write an essay. On the flip side, I would not think that my host is my travel agent, owes me anything extra, is there to fix something minor I can fix myself or has to provide me with every item I am used to having at home.

[Elaine701]

@Inna22 

Yes, well I'm sure >your< money is good and I've no doubt >you< are a good guest. 

But not everybody is. And nowadays, we need to be vigilant.

I remember the good old days of hosting bliss, when we could accept any guest booking with full expectation that they'll be delightful and respectful, not moaners or simply fishing for a cheap or free holiday. 

Sadly, those days are long gone. Luckily, the vast majority of guests are (still) decent and likeable.

But it only takes one to wreak havoc. Not necessarily physical damage, but perhaps more ominous, the long term damage they can cause by making false claims. And that is uniquely an Airbnb risk, as their "interventions" can be very damaging indeed. 

You really have to watch your back now. 

[Inna22]

@Elaine701 yes, I totally agree. I am just saying that as a guest I would not have known any of this and would have been annoyed to have to "present" myself to a host

[Ann72]

@Inna22  I mean, I agree that brevity is bliss, but a request that only says "We're looking forward to staying here" kind of falls short, and then the real problem came when they didn't answer my brief follow-up messages.

I just need to hear a certain tone, and if the tone is off, I need a little exchange.  I had a guest a few years ago who was freaking me out with his tone.  I became convinced he was coming to shoot a porno or something.  But he persistently answered all my questions, even the most bitchy of them, and he was one of my favorite guests in the end.  Sometimes you just have to work with people 🙂

[Ann783]

@Ann72 I just got a similiar request. I decided not to accept or decline but messaged the guest for additional info. In particular, I like for them to affirmatively acknowledge that they have read our listing and rules. Now *crickets*.  Guest has no reviews so I feel some followup questions are warranted. Any thoughts on accept vs. decline vs. letting the 24 hours expire?

[Ann72]

@Ann783  I would wait until the morning, perhaps ask one more question, then if there is no answer, decline, saying you're uncomfortable with the guest.  They might then wake up and book according to your way of doing things, not theirs.  I know you agree with me it's important to be firm so they know who is in control of the listing.  Respect follows!

[Genaro18]

The situation you’re describing is 90% my listings I work at or consult for. This is a specific way of doing business you either want to do it or you don’t and you can cut off the times if you don’t want to be bothered after a certain time.

So I do think you’re tad grumpy but you can fix all this and if you want to be in this type of business you can cut it off at any time you like.

but if you’re gonna leave your listing on for 11 PM (ours is on until 1 AM) you have to be prepared I don’t leave the house much and I am making money again.

[Christine615]

Problem waiting to happen. If it happens again report them and ask to block them. Sounds Luke a kid got a hold of their parent’s account or some crazy adult is bored. Should be kicked off the platform.

[Patrick568]

Sounds like someone has lost their mind.