JJD- Okay, I get it. That wasn’t clear, that she made it obvious she didn’t want to discuss it. In that case, I certainly wouldn’t have pushed it, either.
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I am new here, great thread!
- If it was a trusted guest I always encourage them to book directly through my website next time.
- they usually contact me through my website or text message (from the number they got on Airbnb)
- If they are locals I handle payment with a bank transfer 100% upfront, if they are from abroad I ask for a non-refundable paypal deposit
- usually charge my normal nightly rate (I do not add the guest fee).
I think overall the best is to have a custom website to lower the Airbnb dependency and to have a point of contact with returning guests 
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How do you know she can’t claim the rental cost back @JJD?
It’s very common for guests/customers to trust these payment processors like paypal or OTA like bnb. For e.g. in my other businesses when I suggest them direct bank transfers they always prefer paypal.
OR
maybe she has free coupons (for referring hosts etc to bnb)
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Does anyone
- collect email addresses
- send them automated emails in sequence (1.Thank you email > 2. Here is a discount for direct booking etc)?
She doesn’t have an employer or a business and isn’t part of an organization. Besides, why would that matter? I provide a receipt to the one monthly direct-book guest I do have because she can claim the cost and does.
I don’t know I was just trying to help by making suggestions @JJD …no need to jump down my throat 
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It’s okay, I prefer Paypal too. It wasn’t that. We didn’t even get that far.
I really don’t think so but I guess it’s a possibility. Even so, the bill would be well over $2000 and the savings for booking direct would have been around $700 so it seems the savings would still be better to book-direct. This is one scenario I hadn’t considered, so thank you, I imagine it is possible, though I think she would have just said that if it was the case. Her reaction was truly one of being uncomfortable with the idea. I think perhaps she believed it to be dishonest or illegal or unsafe in same way. She definitely did not want to discuss it though.
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Well, I’m going to try again today! It’s these guests 3rd stay on the platform and they’re expected to return monthly. If it’s some kind of weird curse, I just want to know…
Perhaps next time although you don’t press it with the question(s) you would like to ask a simple, “OK. I am just surprised that you prefer to pay an extra $700 each time. I won’t bring it up again.” Or “OK. It is certainly your prerogative to pay an extra $700 each time. I won’t bring it up again but am happy to discuss it in the future if you ever change your mind.” They no th sound a little harsher in text than they could be selivrted
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Since she wanted to book online, is there anything stopping you from having her book you online through Houfy? No… I am not trying to push Houfy down your throat. My point is it’s so easy to say she has the choice of saving $700 and booking your property on Houfy, or booking you on ABB again.
Houfy is a legitimate site like all the others. Only difference is that it’s free for both sides and no middleman.
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Good luck! Sometimes things come in pairs of twos or threes and then you never see those situations again. So don’t let it dissuade you.
Now please do not take this the wrong way…but earlier it was discussed how uncomfortable you are about suggesting the book direct route. That energy may be projecting onto your guests. Maybe it’s not- and they are just strange.
I went through a lot of this stuff when first renting. Especially my first year. We all go through this. Especially when making rules and wondering if guests will be put off, etc. I found the stricter I got and more confident I became in that first year, the better guests I received. It wasn’t a turn off. They respected the property more.
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Is there a structured / scripted way to test approaching departing guest for direct bookings?
- Thank you message via bnb (which has a link to a feedback form where they can enter their email address for special offers )
- Give a visiting card per adult guest
- Souvenirs with the URL of your personal site promoting the property
etc
I too would feel rather intimidated and reluctant to talk to the guest directly about an alternative way of booking, especially with a departing guest with the power to review you.
Hi James, I see you replied directly to me. OK…you should always feel good about recommending book direct by saving the guest money in future.
I think these OTA sites have ingrained so much in traveler/host about how to keep things on platform that it has created some kind of fear of intimidation. And that has always been the intent. I have always said that I give credit to ABB for their marketing tactics. They have worked well, as you can see.
Number 1 option - I would not advise.
Number 2 and 3 - yes. But not even necessary.
Simple. you send the guest a thank you text. Will they book direct next time? Maybe not. But…you are introducing them to book direct. Their next host may also suggest book direct too. And then it will dawn on them after one or two tries, etc. I had one traveler kick himself in the butt saying…“you know my last host mentioned booking direct and can’t believe I didn’t listen.” He wasted more money on VRBO and said he would remember next time.
This is what I send to departing guests. I always request they text me when leaving. Most do. Some forget.
Usually they say: We are leaving now. Had a fantastic time. Thanks blah blah (something short)
My reply: "Thank you for choosing A Touch of Luxury Cabin for your stay. So glad to hear you enjoyed your stay. Remember you can book us and other properties for free on Houfy next time instead of paying VRBO $170 in service fees. Safe travels back home!
Keep in mind, you can apply this to your own website, another book direct website, etc. My book direct site just happens to be Houfy. And I have already introduced them to it by sending my arrival guide, local blog posts about the area, etc. from Houfy to them. So mine is a bit different.
But it’s applicable in many scenarios. You don’t have to do a lot of explaining. What’ you’re doing is just planting the seed that there are other options.
Hope this helps.
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Each host, listing and guest is different so I wouldn’t think there would be a scripted approach. I certainly don’t have one. I have never suggested to a first time departing guest whom I am meeting for the first time and from whom I am awaiting a review that they should book direct.
If they leave the room in good condition, they leave a good review and they have indicated that they travel through often or come to visit family every year for a week, etc. then I consider it. Or if it’s just a hit it off with. Sometimes it’s a fellow dog lover. Then I text them and say something like this: “thanks for the great review. I’d love to host you anytime you are in El Paso. If you’d like to just pay me directly you would save on Airbnb fees. Just message me here at my cell number. Or book on Airbnb, I’m always happy to get more great reviews. I hope you trip home went well.”
I don’t give much thought to if they actually do it or not. Most my repeat guests are short stays or infrequently enough that they aren’t saving that much money by booking direct. I just have a small $50 a night room.
Edit to add: I do have business cards for my dog boarding business in the room. If someone who has stayed here were to inquire with me using my cell or email address on the card I would entertain the idea of booking them directly. I really would depend on the guest.
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I too (only once in a while) change my script up depending on the circumstances, but in general my standard one applies.
I am a bit surprised to hear this though (about not offering a first time departing guest) since most of your guests are great and treat your place well. Mine are too, but of course different circumstances depending on group size, etc. Yes, some families could leave a complete mess, etc and I would never want them back. But there’s nothing stopping them from booking me again on any platform unless I have a block option.
Why would book direct be any different for you than them booking you on any other OTA? Why would you not offer the option? Or do you not send a thank you text? Of course if it doesn’t save you money and you don’t care…then I see that.
You are one of the few people though who doesn’t rely on the income. And I know you get last minute cancellations replaced with one night stays, etc.
As long as the guest departs saying something like “thank you …had a great time” - I don’t even think if they will leave me a review. They could still book your place later even after leaving a less than savory review…
Is maybe the difference that some people wanting book direct have a lot more lost if they lose a Christmas week cancellation due to extenuating circumstances (with an 18 week season), and you can possibly easily rebook a one night stay year round? I am thinking that is the different mentalities. Not sure though.
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To raise the subject of direct booking or not to raise it at the end of their stay depends, I believe, on the relationship that has been developed with the guest by the end of their stay. If I’d hardly seen them or they’d left early doors on departure, I would leave it at that and would not broach the subject of directly booking, say by an impersonal text.
We live on site near our barn and have either myself or husband here at check out time. I text around 9am to remind the guest of our check out time, I ask them to lock up and bring the keys up and say goodbye. As we say our farewells etc. often they’ll say “we’d love to come back”. If they do then that’s the opener for; “if you do decide to return and want to avoid Airbnb fees, just contact me directly, you’ve got my mobile number”. Every guest were this has happen says something like “yes that’s a great idea”. Whether they do or not is then up to them, as they can still request via the platform.
You may have little contact with your guests, so finding a strategy to raise this subject would be more difficult. If that was my situation I wouldn’t bother.
Ps: As an aside, can anyone help re getting more of JJD’s quote as a header to my comment?
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Are you on the website, phone or tablet?
- Will never risk being banned from Airbnb since it is the bulk of my bookings
- good idea but not sure how effective it would be? I think it is all about them remembering your property name and then searching your website for direct contact.
- I’ve been testing with adding the name of the property in the Airbnb and Booking title, what I’ve found is guests will search for your website and contact you directly through there, sometimes even new guests will prefer to just reach out through the website (mostly guests that found me on Booking ,etc…not so much on Airbnb).
Actually, yes, there are several things stopping me from having her book online through Houfy: The big one being that I don’t use Houfy. Also, she decided what she wanted and I am not going to hassle her about her decision. And when she said “online” she meant Airbnb and sending her to a website that she’s never heard of that has Airbnb listings uploaded to it but isn’t actually Airbnb would be probably be confusing for her, at best.
Well, she’s going to book me on ABB again! So there’s that 
But, seriously, I’ve come to determine that she isn’t worried about money and so it isn’t an important factor for her.
I also realize that it doesn’t make any difference to me. In fact, it’s actually better for me for if she books on Airbnb. I get the stats and an extra 5-star review and don’t have to keep track of the taxes or anything else. I’m not going to bother her about it. I only offered it to her because it was a nice thing to do and I like her.
What I said is that I find it difficult to bring it up with guests. I usually see my guests at check-in but not usually when they are leaving. Also, I do all of the communication on the platform so it just feels awkward to text them all of a sudden and I don’t want to put them on the spot by suggesting it in person; however, I’ve been given several scenarios from here that make sense to me so if I want to try again, I have better ideas of what to say and when to say it now.
However, the more discussion and thinking about it there is, I don’t really see the benefit and seems like more trouble so am not sure I will pursue it much anyways. It just seemed like such a popular idea so thought I should be doing it too 
I’m more of a kill-em-with-kindness girl but I can’t imagine my guests getting any better than they already are. I’m not having any trouble with the quality of guests and I’m not sure what this has to do with my guest who would rather re-book on the platform? How does that make her a problem? I really don’t understand what you are talking about here, sorry.
I appreciate all of the ideas and everything from everyone! Thanks!