Post by High Priestess on May 27, 2016 6:44:33 GMT
Juliana shared on ANecdotes Dec 2014
www.airbnb.com/groups/content/content-100807
Declined a request but the system enabled them to book! Help!
Hi there,
I was uncomfortable conversing with this guest and declined his request. He also had no additional info on his profile, which I didn't feel the need to ask more questions because I am already not comfortable. In addition he would arrive after midnight. Somehow the system enabled him to book and he's adamant his credit has been charged. I searched all over FAQ, there is no pre-approval tab to cancel it - and there is no way to decline. I thought perhaps the decline button enabled pre-approval.
Can someone please help? He's getting aggressive in the conversation and I am sticking to my decision to decline from the start - not sure why the system allowed him to book! I hope it doesn't get complicated that he's been billed and he turns up at my place anyway!
Also in the inbox, every message that comes through has "inquiry" "approved" "declined" and "cancelled". His messages don't come with any indication on the right side.
Appreciate any advice and help!
Thanks,Juliana
17 comments
Following
Like
Deb
Deba year ago
Yikes! Call Airbnb customer service right away, they should be able to solve it.
Reply Like 1 like
Gail
Gaila year ago
Yes call AirBnb asap. Good luck.
Reply Like 1 like
Gaga
Gagaa year ago
I think differently: many people are using airbnb firstime. They have just began to use it. So, they don't know about profile and other info very much. I also get many requests from such people, no profile photo, no information, no reviews and nothing else. They just create a profile and send request. When I accept them and welcome at our place, they turned to be a fantastic guests. As he already booked somehow, I think try to accommodate him.
Reply Like
Sky
Skya year ago
I don't know but I can say my current guests sfe only hetr because of the same thing. I received an inquiry with Mk photo and no profile info asking yo rent my private house. I adkrf them yo input their info next thing you know I get a message telling me that they were approved and will be checking I'm. I never even corresponded with them about checking g in, they had no verifiable info posted or pic. I then asked them if they had booked and got broken English responses. I was baffled and assumed somehow I must have accidentally hit the accept button but would also have had to hit the OK button. l dont k ow how that was possible. I had issues with them wanting to cancel the next day before check in because they booked a room and not the entire house. This may be a system glitch or
Reply Like 3 replies
Sky
Skya year ago
a hacker.
Danny
Dannya year ago
broken English, like your typing?
Tracy
Tracya year ago
Danny is everyone required to speak and write in perfect English then? Sorry, I've only seen a few of your posts but they usually seem - to me anyway - a bit abrupt.
Allison
Allisona year ago
Gaga, if the host is feeling uncomfortable from the content of the messages up to this point, why on earth would they go through with the booking? It's one thing if the conversation with a new user is neutral, but she characterizes his communication as aggressive.
Trust your gut and contact AirBnB to resolve the system error and cancel the reservation.
Reply Like 2 likes
Leah
Leaha year ago
Look under the message thread for that guest and check if there is a preapproval button, usually there is one to remove the preapproval. Also, he may have paid with a debit card. I had a lady once use a debit card and she sent a reservation request. I denied it and she was getting all mad that the money was taken. I told her nothing was charged since I declined it, but debit must take it regardless then refund back. Anyway, call airbnb and then flag that profile
Reply Like 1 like
Leah
Leaha year ago
Is your calendar blocked for those days he wanted?
Reply Like
Juliana
Julianaa year ago
Thank you all! Hi Leah, i looked all over there isnt an option to remove preapproval as i think hes booking somehow got confirmed and his card charged. The booking is in two months so i didnt have an urgent emergency line to call relating to his reservation. The dates were previously available but when i went in to try to block those dates, the system wouldnt let me because it appears his reservation is confirmed!
Reply Like
Julie and Eric
Julie and Erica year ago
Hi Juliana - are you sure he didn't instant book? I thought when I looked earlier it was enabled.
Reply Like
Deborah
Deboraha year ago
I am guessing that what happened is he sent you a reservation request, rather than an inquiry. WHen guests submit a reservation request, they get billed RIGHT AWAY by Airbnb, before you even have a chance to respond with "accept" or "decline". So, it is easy for them to think that their reservation is already accepted and confirmed, since they got billed. This is NOT the case. If you "decline" the reservation then the charge is reversed, and they are refunded by Airbnb.
So, most likely this is what happened. Explain to the guest that Airbnb bills them the very minute that they submit a reservation request, but that if you decline it, as you have, then the charges are reversed. Do NOT be bullied by this person or conned into accepting them. If a reservation goes through, both of you will get notice of that and you will see "accepted" by the message thread. THere is no way that declining someone can result in an acceptance of the reservation.
THe other possibility is that this person is a con artist of some type...but most likely it is the first issue, since that confuses a lot of guests. I have had guests once submit a reservation request to me, and then when I asked them some questions, they got all haughty and refused to answer, insisting that "I already booked your place." " No, you didn't, but now I will decline you for sure" is what went through my head, and I did.
Reply Like 1 reply•1 like
Deborah
Deboraha year ago
Yes, also as Julie and Eric said, make sure you don't have INstant Book enabled. If the guest booked that way, then you would have to cancel to make sure he doesn't come. I strongly recommend not having Instant Book if you are worried about having guests you don't like.
Gail
Gaila year ago
Call AirBnb and get it settled as soon as possible. The recording always gives a longer wait time than it really ends up. It is urgent in that the guy's card is charged. Keep up posted on what ends up happening!
Reply Like
Deborah
Deboraha year ago
Also...something you can check -- ask the guest if they have some bit of information that is only available to those whose reservations are accepted and confirmed, such as you put in your house manual, or perhaps your house address. Exact addresses are not on the public listing and are only given to a guest once they book. So, it could help provide you information about what happened if you ask the guest if he has your address, or anything else that is in your house manual such as wifi code/password.
Reply Like
Fiona
Fionaa year ago
How uncomfortable Juliana. I had a situation where a local woman tried to book for her sister and the sister's dog (third party booking which I wouldn't allow, pet which I wouldn't allow) and somehow she made a reservation. I don't have Instant Book enabled and only accept Verified guests so it's a bit of a mystery. Anyway, she became rude and aggressive and accused me of charging her credit card and that she was going to get her sons and American Express involved...a little threatening. All of this confirmed I didn't want nasty her or her nasty relatives anywhere near us. She was completely unreasonable so I stopped communicating with her and called Airbnb and they cancelled the reservation with no penalty to me. Call Airbnb. BTW, she told me she'd stayed at several Airbnb's over the summer and it is telling she only had one (fairly bad) review. I think the other hosts had failed to warn anybody about this cray cray.
Reply Like 1 reply•1 like
Stan & Maggie
Stan & Maggiea year ago
This sounds very much like a lady who tried to book with us
?
Tracy
Tracya year ago
It seems these kinds of glitches happen more and more these days!
Reply Like
Corinne & Tom
Corinne & Toma year ago
Hi Juliana - I am sorry that an Airbnb member has put you in an uncomfortable position, but you should rest assured that Airbnb will not expect you to host someone whom you are not comfortable hosting...for any reason. The unintended confirmed booking may well have been a glitch in the system because it seems that they are in the process of various improvements to the system (search, host dashboard, etc.) and sometimes mistakes will occur (we are all human, after all). For instance, I recently noticed that a payout for a guest whom I hosted had not been paid by Airbnb, rather it was listed as "pending" even though 10 days had passed since the guest checked out. I simply opened a Customer Experience help ticket explaining the issue, and it was resolved within a few days. I have been an Airbnb host for 2 1/2 years and have only had two issues of this magnitude (the other involved confirming a guest reservation whose payment method hadn't been validated first). However, Airbnb resolved both issues within 24 - 48 hours.
Reply Like 1 like
Juliana
Julianaa year ago
Thank you all, his reservation has been cancelled and I ceased communication when it got aggressive. I made sure that Instant Book was never enabled for the very reason that I prefer to screen guests before. I think it is as Deborah mentioned that they booked right away but I didn't have the option to "decline". In any case, the status is now "cancelled". Thanks for all the support! I'm still a newbie and it's still a new concept here for us in Asia. The bizarre requests I've had including locking my "poisonous cat" in the cage for them to stay and bringing 10 people to stay even though the listing states maximum 3, and lots of cash offers outside of the online booking system for me to vacate my own home - so screening guests has been really important for us. Hosting our 4th guests this week and it's been a super experience so far. Thank you again all!!
Reply Like
Stan & Maggie
Stan & Maggiea year ago
Don't be afraid to flag aggressive guests or if you think someone is trying to book outside the system
Reply Like
Deborah
www.airbnb.com/groups/content/content-100807
Declined a request but the system enabled them to book! Help!
Hi there,
I was uncomfortable conversing with this guest and declined his request. He also had no additional info on his profile, which I didn't feel the need to ask more questions because I am already not comfortable. In addition he would arrive after midnight. Somehow the system enabled him to book and he's adamant his credit has been charged. I searched all over FAQ, there is no pre-approval tab to cancel it - and there is no way to decline. I thought perhaps the decline button enabled pre-approval.
Can someone please help? He's getting aggressive in the conversation and I am sticking to my decision to decline from the start - not sure why the system allowed him to book! I hope it doesn't get complicated that he's been billed and he turns up at my place anyway!
Also in the inbox, every message that comes through has "inquiry" "approved" "declined" and "cancelled". His messages don't come with any indication on the right side.
Appreciate any advice and help!
Thanks,Juliana
17 comments
Following
Like
Deb
Deba year ago
Yikes! Call Airbnb customer service right away, they should be able to solve it.
Reply Like 1 like
Gail
Gaila year ago
Yes call AirBnb asap. Good luck.
Reply Like 1 like
Gaga
Gagaa year ago
I think differently: many people are using airbnb firstime. They have just began to use it. So, they don't know about profile and other info very much. I also get many requests from such people, no profile photo, no information, no reviews and nothing else. They just create a profile and send request. When I accept them and welcome at our place, they turned to be a fantastic guests. As he already booked somehow, I think try to accommodate him.
Reply Like
Sky
Skya year ago
I don't know but I can say my current guests sfe only hetr because of the same thing. I received an inquiry with Mk photo and no profile info asking yo rent my private house. I adkrf them yo input their info next thing you know I get a message telling me that they were approved and will be checking I'm. I never even corresponded with them about checking g in, they had no verifiable info posted or pic. I then asked them if they had booked and got broken English responses. I was baffled and assumed somehow I must have accidentally hit the accept button but would also have had to hit the OK button. l dont k ow how that was possible. I had issues with them wanting to cancel the next day before check in because they booked a room and not the entire house. This may be a system glitch or
Reply Like 3 replies
Sky
Skya year ago
a hacker.
Danny
Dannya year ago
broken English, like your typing?
Tracy
Tracya year ago
Danny is everyone required to speak and write in perfect English then? Sorry, I've only seen a few of your posts but they usually seem - to me anyway - a bit abrupt.
Allison
Allisona year ago
Gaga, if the host is feeling uncomfortable from the content of the messages up to this point, why on earth would they go through with the booking? It's one thing if the conversation with a new user is neutral, but she characterizes his communication as aggressive.
Trust your gut and contact AirBnB to resolve the system error and cancel the reservation.
Reply Like 2 likes
Leah
Leaha year ago
Look under the message thread for that guest and check if there is a preapproval button, usually there is one to remove the preapproval. Also, he may have paid with a debit card. I had a lady once use a debit card and she sent a reservation request. I denied it and she was getting all mad that the money was taken. I told her nothing was charged since I declined it, but debit must take it regardless then refund back. Anyway, call airbnb and then flag that profile
Reply Like 1 like
Leah
Leaha year ago
Is your calendar blocked for those days he wanted?
Reply Like
Juliana
Julianaa year ago
Thank you all! Hi Leah, i looked all over there isnt an option to remove preapproval as i think hes booking somehow got confirmed and his card charged. The booking is in two months so i didnt have an urgent emergency line to call relating to his reservation. The dates were previously available but when i went in to try to block those dates, the system wouldnt let me because it appears his reservation is confirmed!
Reply Like
Julie and Eric
Julie and Erica year ago
Hi Juliana - are you sure he didn't instant book? I thought when I looked earlier it was enabled.
Reply Like
Deborah
Deboraha year ago
I am guessing that what happened is he sent you a reservation request, rather than an inquiry. WHen guests submit a reservation request, they get billed RIGHT AWAY by Airbnb, before you even have a chance to respond with "accept" or "decline". So, it is easy for them to think that their reservation is already accepted and confirmed, since they got billed. This is NOT the case. If you "decline" the reservation then the charge is reversed, and they are refunded by Airbnb.
So, most likely this is what happened. Explain to the guest that Airbnb bills them the very minute that they submit a reservation request, but that if you decline it, as you have, then the charges are reversed. Do NOT be bullied by this person or conned into accepting them. If a reservation goes through, both of you will get notice of that and you will see "accepted" by the message thread. THere is no way that declining someone can result in an acceptance of the reservation.
THe other possibility is that this person is a con artist of some type...but most likely it is the first issue, since that confuses a lot of guests. I have had guests once submit a reservation request to me, and then when I asked them some questions, they got all haughty and refused to answer, insisting that "I already booked your place." " No, you didn't, but now I will decline you for sure" is what went through my head, and I did.
Reply Like 1 reply•1 like
Deborah
Deboraha year ago
Yes, also as Julie and Eric said, make sure you don't have INstant Book enabled. If the guest booked that way, then you would have to cancel to make sure he doesn't come. I strongly recommend not having Instant Book if you are worried about having guests you don't like.
Gail
Gaila year ago
Call AirBnb and get it settled as soon as possible. The recording always gives a longer wait time than it really ends up. It is urgent in that the guy's card is charged. Keep up posted on what ends up happening!
Reply Like
Deborah
Deboraha year ago
Also...something you can check -- ask the guest if they have some bit of information that is only available to those whose reservations are accepted and confirmed, such as you put in your house manual, or perhaps your house address. Exact addresses are not on the public listing and are only given to a guest once they book. So, it could help provide you information about what happened if you ask the guest if he has your address, or anything else that is in your house manual such as wifi code/password.
Reply Like
Fiona
Fionaa year ago
How uncomfortable Juliana. I had a situation where a local woman tried to book for her sister and the sister's dog (third party booking which I wouldn't allow, pet which I wouldn't allow) and somehow she made a reservation. I don't have Instant Book enabled and only accept Verified guests so it's a bit of a mystery. Anyway, she became rude and aggressive and accused me of charging her credit card and that she was going to get her sons and American Express involved...a little threatening. All of this confirmed I didn't want nasty her or her nasty relatives anywhere near us. She was completely unreasonable so I stopped communicating with her and called Airbnb and they cancelled the reservation with no penalty to me. Call Airbnb. BTW, she told me she'd stayed at several Airbnb's over the summer and it is telling she only had one (fairly bad) review. I think the other hosts had failed to warn anybody about this cray cray.
Reply Like 1 reply•1 like
Stan & Maggie
Stan & Maggiea year ago
This sounds very much like a lady who tried to book with us
?Tracy
Tracya year ago
It seems these kinds of glitches happen more and more these days!
Reply Like
Corinne & Tom
Corinne & Toma year ago
Hi Juliana - I am sorry that an Airbnb member has put you in an uncomfortable position, but you should rest assured that Airbnb will not expect you to host someone whom you are not comfortable hosting...for any reason. The unintended confirmed booking may well have been a glitch in the system because it seems that they are in the process of various improvements to the system (search, host dashboard, etc.) and sometimes mistakes will occur (we are all human, after all). For instance, I recently noticed that a payout for a guest whom I hosted had not been paid by Airbnb, rather it was listed as "pending" even though 10 days had passed since the guest checked out. I simply opened a Customer Experience help ticket explaining the issue, and it was resolved within a few days. I have been an Airbnb host for 2 1/2 years and have only had two issues of this magnitude (the other involved confirming a guest reservation whose payment method hadn't been validated first). However, Airbnb resolved both issues within 24 - 48 hours.
Reply Like 1 like
Juliana
Julianaa year ago
Thank you all, his reservation has been cancelled and I ceased communication when it got aggressive. I made sure that Instant Book was never enabled for the very reason that I prefer to screen guests before. I think it is as Deborah mentioned that they booked right away but I didn't have the option to "decline". In any case, the status is now "cancelled". Thanks for all the support! I'm still a newbie and it's still a new concept here for us in Asia. The bizarre requests I've had including locking my "poisonous cat" in the cage for them to stay and bringing 10 people to stay even though the listing states maximum 3, and lots of cash offers outside of the online booking system for me to vacate my own home - so screening guests has been really important for us. Hosting our 4th guests this week and it's been a super experience so far. Thank you again all!!
Reply Like
Stan & Maggie
Stan & Maggiea year ago
Don't be afraid to flag aggressive guests or if you think someone is trying to book outside the system
Reply Like
Deborah