Not every guest communicate or respond well

[Abimbola4]

I have noticed during my hosting that,not every guest would want to communicate with you.

I have 2 guests in my previous hosting that would not even respond to your messages.I found this very awkward as you would not know how to support or host them better if they need anything.I did tell how very important communication is in this hosting environment but they would not still communicate with you.

If you have had similar experience can you please share.Thanks.

[Sarah977]

@Abimbola4  I see you have great reviews from your guests who appreciate your hospitality and the attention you provide.

But here's the thing- you advertise an entire suite and say you respect guests' privacy. While many guests obviously appreciate you checking in with them every day to see if they need anything, and mention that in their reviews, not all guests want that much interaction if they book a place that is advertised as a private, self-contained unit. And there really isn't any need to check with them daily to make sure they're comfortable. They just want to be left alone.

I am a home share host myself, and my guests have a private room and bathroom. They share my kitchen. Some use the kitchen a lot, some not at all. Some guests I have a lot of interaction with, some I hardly see. They are either out and about or up in their room.

I try to take my cue from the guests as to how much interaction they want. If they choose to sit at the shared outdoor table to read or just hang out, I assume they are open to conversation. I've shared plenty of great conversations and laughs  with guests over coffee or a bottle of wine. But some are much more private and I don't disturb them.

I just tell my guests after they arrive to be sure to let me know if they need anything. I don't ask them again. If they are here for more than a few days, I might ask them on day 5 if they need more toilet paper or a clean washcloth or towel, but not asking more often than that.

I'm sure you feel that you are being a good host by checking in with guests every day, and you're probably a real "people person", but not all guests will be. Some are shy or socially inept, some are just not into that much interaction with the host.

Of course, if someone books a listing in a host's home and is downright unfriendly, that is an uncomfortable situation and they should have booked an entire home or apartment. And if they just ignore important messages, that's not okay. But if you message them every day asking if they need anything, or how they're doing, many guests will find that annoying and intruusive.

If you list it as a self-contained, private suite, it would be better to just let guests know not to be shy about asking if they need anything and leave it at that. You can tell which guests are sociable and want to converse and hang out and you can enjoy them as such, and ask them if they're comfy, but leave the others to themselves. It will work out better for you and for them.

[Abimbola4 · Accepted solution]

Thanks a lot your advice. I got ur message right.

[Fred13]

@Abimbola4 In many ways your guest is ideal, most of mine also want to be left alone probably because I  also offer a private, self-contained  place.  Its about the guest not the host.

[M199]

@Abimbola4 

I send a scheduled message at 9am two days prior to the arrival date with basic expectations and the passcode.  Since we meet and greet all guests we ask that they give us an ETA or message us about an hour before checkin. (We make it clear on our listing that we meet guests).

99% are happy to communicate back.  Once the guests are settled in and comfortable, then I make sure they can text me if they need anything.  After that, I leave them alone until checkout.  So far this has worked very well.

[Dimitar27]

Hotels are still the leading part of this industry. And they get most of the reservations. So, most of the guests have "hotel" habits.

How often do you communicate with the hotel administration, after a booking? Probably not even once, after the confirmation of your booking. You know, that they are professionals, you can trust them. If something is changed, they will call you ASAP.

Of course, we are not hotels. But we can't just run from the habits. If they don't call you, everything is fine. Leave a card or sticker with your number, let them know that the app is on your phone and they can message you if they need something...and that's all. Your job is done. If someone wants anything...information about something...transport, nearby restaurants, events, etc... they will definitely let you know.

If you share a floor or a room in your house, it's a little bit different, but not much different. Your guest will just expect to have somebody around. You, another guest, your family member or relative and that's OK when you book a shared space. Some guests will be happy to have a conversation with you, to drink a coffee together. And next guest will spent all his two-days reservation, staying on the laptop and ordering food twice a day from the nearby restaurant.

[Josiane160]

I checked in today as I have had an odd experience. Our listings are apartments that the guests have at their disposal. When they reserve, no matter for when, I send a message thanking them. Two days before they arrive I message with the needed information. I tend to be friendly, not too effusive. I normally get a response, maybe just a thank you, sometimes more. At times, if the unit is ready ahead of time, I offer for the guest to check in sooner if they wish.

I always get a thank you or friendly response. This last guest has me feeling, yes, awkward, as I have received nothing from my three messages. My husband is the "go with the flow" type, I get my feelings hurt. 

Just venting, I guess. I do have a pertinent question. Several of you super hosts have mentioned a check out note, or message. I have done that with people who stay more than four days, but lately we have had people who stay two days? I really don't know how to act with this particular guest, if I don't hear from him. I'm getting myself a bit bothered. 

Thank you for any suggestions.

[Sarah977]

@Josiane160  Many guests do not have their notifications turned on and don't even realize they have messages. In this case, try texting or phoning the guest. We tend to think they are just ignoring us, but that isn't always the case.

If it's really important that you get a response to something, you can ask Airbnb to try to contact the guest.

Also, depending on the wording of the message, if it is just information, guests may not feel it requires a response. So word it such that it ellicits a response. It helps if it sounds like you need a response to avoid the guest being inconvenienced.

For instance, I have to email a map to my guests, as my place is virtually impossible to find without it. So my message reads, "Hi XX, I have sent you an email with a map attachment. Please confirm that you have received it, as you will not be able to locate my home without it, and some guests have said the map didn't attach properly. Thanks, I await your confirmation."

Basic manners should dictate that when someone is sent info or a message they at least spend a few seconds acknowledging it, with a thanks, a thumbs up emoji or something,  but basic manners seem to be in short supply these days. 

[Josiane160]

@Sarah977 

Dear Sarah, I thank you for the lovely and so informative response. Particularly about the notifications, as I was not aware that those made a difference.

I noticed that you infallibly answer questions and give amazing advice.

I am very grateful. 

I may modify my messages subtly, or just lower my anxiety.

Based on what I have read, you are a blessing and a teacher for this community.

Thank you again.