No communication from guests

[Sakiko2]

明日チェックインの予約ししたゲストからメッセージが来ません。何時に到着する予定か分からないので困っています。

チェックイン時間以降、ずっと待機しますか？

I haven't received a message from a guest who is checking in tomorrow. I don't know what time they are planning to arrive, so I'm in trouble.

Should I wait after check-in time?

Google translation added by OCM

[Joan2709]

@Sakiko2 

Have you messaged them on the platform AND tried to contact them via text & voice?

I did notice one of your listings is missing check-in/check-out times in House Rules?

[Lorina14 · Accepted solution]

@Sakiko2 

I would message them on Airbnb platform/app and call/text them. I’ve only had to text two people in 1.5 years of hosting as they were not responding to my messages. I asked them to please check the Airbnb app/platform as they didn’t respond to my messages. And it also shows they did not read it but this feature could be turned off by a user too. 

If you did the above and still haven’t heard back from them, I would reach out to Airbnb customer service and ask them for help to contact your guest so you can plan to meet them/greet them/orient them to the space.

[Paula]

Hello @Sakiko2, thank you for bringing this topic to our community!

Two of our experienced hosts have shared their advice. Have you had a chance to reach out to the guest through the Airbnb app?

We’d love to hear how things progress with this guest—please keep us updated!