Unresponsive guests

[Ileana78]

If a guest never responds to your messages (after checking in) then do you just give them their space and assume everything is ok? I’ve sent 3 messages to the couple staying at my condo since they have arrived (but only 1 of those 3 would have required a response). I sent a message asking how their first night was and if they needed anything. No response. 

Also, I noticed that the girlfriend purposefully covers the Ring I have outside of the door. I assume it’s because she is drunk and doesn’t want to be on camera as it has happened twice when they have arrived to the condo at 3am after a night out. 

Anyways, just wondering how everyone deals with unresponsive guests. 

[Colleen253]

@Ileana78 If my guests are staying beyond two nights, I send a 'just checking in' message. If they don't answer, I drop it, as I've done my due diligence. I figure if they need anything, they'll let me know. If I sent a message that absolutely required a reply and got no answer, I would send a text. That usually gets the message through. But overall, I prefer to give my guests space and I try to avoid inserting myself into their stay as much as possible.

[Ileana78]

Thanks @Colleen253  this is helpful!!

[Helen3]

More likely they are bringing back people not on the booking @Ileana78 

[Ileana78]

Could be, which is why I’m curious how other hosts would handle this situation. The guests have since left my condo and left it in great shape. 

[Laura2592]

@Ileana78 I wouldn't think much of non-responsiveness on its own. Coupled with covering the camera, I would be really concerned. 

Do you have a neighbor who can report back on if there are additional people staying who are not on the listing? How long did the guest book for?

[Shante30]

They may not have there notifications set up.  They may see after checking in they don’t need to get on anymore… with the covering of the camera i don’t like but some may be uncomfortable with them 

[Elaine701]

@Ileana78 @Colleen253 @Helen3 @Laura2592 

Yes, it's always a bit of a red flag if there's no communication, and add to that the covering of the camera... 

But others are right... You need to leave them alone. Besides, you'll know at checkout whether others have stayed there. Bed linens, sofa, and what not. You'll know. 

Unfortunately, there's not much you can do about it, other than take the risky step of confronting them, or worse, getting Airbnb involved. This is a direct route to a damaging retaliatory review, or worse. 

If it turns out that there's evidence of more people than booked, and as long as there's no damage, I'd avoid mentioning it at all, let them think they got away with it, leaving a nice review of your place (they're more likely to write nice things out of guilt) ...

...and then when you write your review of the guest, tell the truth; Limited communication, covered the camera, evidence of extra persons... Future hosts will get it. 

This is really the safest way to punish them for doing this (if they did) . And without a direct admission from the guest, it's probably the only thing you can expect to get. No sense in giving them every reason to write a fabricated retaliatory review. You're not the guilty one.