@Kellan0
Hello, not sure if you are still collecting data for this, but as the thread is still going, here are my answers:
1. What makes you reject a potential guest? Please share any potential causes.
- They want to bring children, even though my listing states no under 18s. This is a frequent request.
- The booking guest is actually under 18. They shouldn't officially even have their own profile, but sometimes they do.
- They want to bring a pet. This is a rare request, but occasionally happens.
- They have really misunderstood what they are booking, e.g. they think they are getting the whole house (or an apartment) not a room in my home. Sometimes they just think they are getting a private bathroom but the bathrooms are actually shared.
- They have not read that I have cats and they are allergic.
- They do not respond to my questions witin the 24 hour period a host has to accept/reject.
Incidentally, most guests will cancel their request once you explain, so you don't necessarily have to 'reject' them.
2. Which is the most important reason for you to reject a guest?
- Wanting to bring children is probably the most common reason why I have to reject a booking. Some guests will try to persuade me their child is wonderful and I should let them stay, but that is not the point. I will not budge on this one!
The next most common reason (but not the most important) is guests not responding to quesitons in time. In these cases, I tell them if they send another request including the requested information, then I will accept it.
3. How often will you reject a guest?
Hard to say. Maybe once a month or less.
4. When will you reject the guest? Is there any possibility to reject a guest after you accepting them, and what reason for that?
I always ask them to confirm they have read the listing and agree to the house rules before I will accept a guest's request. I ask them questions if there is something I am unsure about, or for more information if they haven't sent any in the first place. This means that potential problems are usually brought up BEFORE booking.
For instant booking guests, my welcome message asks them to respond to a short set of questions, which includes confirming they've read the listing/agree to the rules.
I've only once cancelled after a guest booked (it was an instant booking). This was due to several factors. If it had only been one, perhaps I would not have cancelled, but combined, they really worried me. They included: guest booked 2 nights, but wanted to stay for 5, then 6. Kept booking for less nights/people than needed. Asked for a discount. Kept ignoring my check in/check out times. Was slow to respond and had to be asked questions over and over again.
I also once asked a guest to cancel her reservation herself, but it was an extreme case that involved a break up and a suicide attempt. I did not want to risk such a thing happening in my home!
5. Can you estimate your rejection rate, possibly per week/ per month?
Hard to say. Not more than once a month on average.
6. Do you think the sharing service provider's policy can decrease the rejection ?
Yes, the main thing is better education for guests so they understand the importance of 1. Completing their profiles. 2. Communicating with hosts. Some attempt has been made to do this, but there needs to be more.
I think it should be compulsory for guests to complete their profiles before they can send a booking request/enquiry, i.e. they have to write a description, add a photo.
There should also be a short form when sending a request, where they have to fill in fields for the most common host questions, e.g. Who are you travelling with? What is the purpose of your visit? You have this in part with IB, but even then, guests don't answer all the required questions. It should be compulsory in order to make the booking.
In fact, if someone is booking for two or more people, I think it should be compulsory that they fill in the names of the other guests.
7. Could you please share any ideas you think it would be help all service providers, host and rejected guest?
See above.
Also, I think hosts should respond to requests within 24 hours, BUT should have 48 hours before accepting/declining as not all guests respond to questions in time. OR, the host has to respond to the guest within 24 hours, but if they have questions, the guest then must respond within 24 hours to those. I think either of these would greatly reduce rejections.
