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I was just caught off guard by a guest booked to arrive on Monday who booked under that “low demand promotion “!, I answered a call and he said who he was and the weather is bad so wants to reschedule. I have a strict booking policy. He wants to go boating.
I felt uncomfortable and said I was out and had to look into but message me through AirBnb and said he had a special low rate.
That’s the first time that has happened a call direct. How should Hosts handle this?
Thanks I messaged him through the platform saying if the dates got rebooked I could offer a credit if he decides to cancel providing dates get filled. I advised the reservation was under
the terms on the booking.
We bought a cheap SIM, put it in an old phone, and then registered that number with all our OTA’s.
As far as we’re concerned, that is now classified as “the work phone” and we know any calls are from guests, or an OTA.
When you receive a booking, add the guests number as a contact (with a relevant identifier), and if you receive a call you know exactly who it is, most of the time. It’s not foolproof, but can help you make an informed decision as to whether you answer or not.
This!! This has saved my bacon - and the guests’ as well - many times. It’s a great way to keep in touch with guests after they leave, too. I get their name, phone number, and email addresses and add them to my guest database. It’s a terrific marketing tool
Just tell them to cancel the arrangement with Airbnb. You really have no relationship with the guest until they arrive.
They have found you through Airbnb, their booking is on your calendar on the Airbnb site, they paid their money to Airbnb so they have to cancel with Airbnb. Simple. I’ve never had a guest have a problem with this.
It’s not really. Different people are comfortable communicating in different ways, that’s all. Like most other hosts, I summarise phone conversations in the message system.
Do you have a dedicated phone for you Airbnb business? If not, it’s a good idea to get one. You can tell guests that it’s only for use between 9 am and 6 pm except in emergencies. 99 guests out of a hundred will abide by it.