Why doesn't Airbnb notify guests about messages from hosts?

Jane3220
Level 2
Swanage, United Kingdom

Why doesn't Airbnb notify guests about messages from hosts?

Hi All,

 

Last year until May this year I had many bookings then cancellation due to Covid. One guest asked me to reserve the same Easter week for 2022, so I blocked it for her and told her I would be in touch when I had calculated rates and restrictions for 2022 and would be ready to unlock all future dates. I would then take off instant book when she was ready to book it, I would only say yes to her inquiry (if anyone else know a less clunky way to give a guest first refusal I'd like to hear it!)

 

Anyway, in June I sent her a message via the Airbnb site, as we are advised to do informing her that all future dates were unblocked except the week she wanted, she could proceed if she did want that week. No reply. Today I realised that I still had her mobile number - long gone from the inbox - from the original booking in my Airbnb notebook so I texted her, she wants the week and will now book it. She had heard nothing from Airbnb.

 

My question is; why doesn't Airbnb send alerts to guests when a host sends a message? If I get any kind of message, an inquiry, a booking, or even a reminder to review a guests who has only just left, I will get emails, texts, and a notification on my Airbnb app. Had I not kept this lady's number she would have been very disappointed

 

Thanks in advance for your thoughts,

 

Jane

2 Replies 2
Pat271
Level 10
Greenville, SC

When someone first sets up their Airbnb account or installs the app, they are prompted whether they want to receive notifications. People tend to press “no” these days without thinking on apps like this since they don’t want to get inundated with messages from the hundreds of apps they have. With Airbnb, they may not know yet that they really need to enable notifications to receive important information from Airbnb and from the hosts.

 

However, even after saying “No”, Airbnb users can later go to Account->Notifications to make elections for different types of notifications and notification methods (email, messaging, etc.).

 

I agree with you that it would be nice if Airbnb would keep notifications enabled for potential, current and past guests, but I can see that they really don’t feel they can do this if the user has explicitly disabled notifications.

 

I have found that many guests have no idea I have sent them a message, even the post-booking thank you message. They see the message if they happen to stumble upon it while on the Airbnb site or in the app. I know this because they respond with a surprised and/or apologetic tone, sometimes days or weeks later.

 

One thing I have done to try to prevent this is when I get an Inquiry or Request to Book, I ask the guest a question (how would they like the bed configuration, who is traveling with them, etc.) If they don’t answer the question within 24 hours, I let the request expire, with a message that says something similar to “Your request has expired, as more information is required to complete the booking. Please resubmit your request with the required info. Also, if you haven’t done so, please go to Account->Notifications and enable options to insure that you receive important information from Airbnb and your hosts.”

 

I don’t think I’ve ever had a guest who didn’t then turn on notifications, and thank me for letting them know. Both the guest and myself can rest a little easier knowing that they won’t miss important messages.

 

 

 

Jane3220
Level 2
Swanage, United Kingdom

Thanks Pat, that's very helpful, I will reconsider my "thanks for booking" message