So I got a booking request yesterday around 4pm. Guest’s message said Coming for work, would like to stay in your beautiful home.
She had 21 reviews saying she was a wonderful, communicative guest.
I messaged the guest back within minutes, thanking her for the request and telling her I would be happy to accept as soon as she could confirm that she is Covid vaxed, as stated in my listing.
Zero response. Messaged her again this morning, saying I needed a response, as her request would expire in 5 hours at that point.
Zero response after waiting another 2 hours.
I have never had to decline a booking, have a 100% acceptance rate and the thought that I would take a hit on that because a guest failed to respond really irritated me.
So I called Airbnb, got a rep who totally understood what I was talking about (miracle of miracles) and said they would try to call the guest and tell her to respond and they would call me back.
They actually called me back within 15 min.!
Said the guest’s phone went straight to voice mail. I then said I didn’t think it was fair that hosts have to decline, taking a hit on their acceptance rate, simply because a guest failed to answer a crucial message from the host. (At this point, the request was due to expire in 2 hrs) The rep said she understood and agreed to cancel the request from her end so I wouldn’t have to decline!
While this whole process, from sending 2 messages from the guest to finishing up with CS took an hour and a half of my time, I was quite pleased to get reps (I talked to 2- the first one transferred me to the second) who grasped the situation immediately without me having to explain endlessly, and easily agreed to cancel the request with no penalty to me.
I do wonder why a guest with pages of reviews saying what a great communicator she was, would fail to answer host messages or phone calls from Airbnb, though. And you’d think if a guest put in a request and didn’t get an acceptance and confirmation within 22 hrs, they might actually check their Inbox?