Post by High Priestess on Mar 1, 2016 5:03:39 GMT
Linda shared on Hosting 911 2 years ago
www.airbnb.com/groups/content/content-17830
Linda
Addressing a booking inaccuracy
Hi all!
I've only been hosting since September of this year. Yesterday I received my first booking that had an inaccuracy that I felt I needed to address with the guest.
The reservation was for one person. I confirmed it and sent a message to the guest asking that he let me know roughly what time he'd arrive so I could be here to greet him and provide him the key. When he responded, he said "we will be arriving between X and X."
Hmmm..."we"? The reservation was for a single person. I message him back and asked how many people would be staying, noting that I wanted to make sure that I had the correct bedding in the room. (Not necessarily a concern, but I wanted to set a cordial tone.) His response was that he was traveling with his wife and small child and that they would be fine in one bed.
My listing states the room sleeps four since there are two beds. I was not concerned about having two adults and a child in the room at all, nor was I upset that I wasn't collecting correct fee for my room. (The listing states an extra charge per person beyond two people.) But I was concerned that not having the correct number of people on the reservation could raise some other issues. So I amended the reservation, then sent the following message to the guest:=====Hi, GUEST NAME. Thanks for the information that you are traveling with your wife and child. I have amended the reservation to reflect that there will be a total of 3 people staying in the room.
**I did not alter the price; it is the same as the price you are expecting.**
I changed the number of guests because Airbnb provides us both with a certain measure of insurance and protection. If the reservation is not completely accurate, that could cause issues with those protections.
Looking forward to meeting you all tomorrow night.
=====I learned here that amending reservations was possible and important. Thank you! Also, if it seems that my approach was not correct, I'd love to hear a different perspective.
Linda
9 comments•4 likes
Follow
Like
Dixie
rie
Tiffany
Joseph
Milu
Milu2 years ago
You did exactly as you should have and t happens all the time. If you do normally charge for extra people I would also add that fee next time. The guest was not being genuine he was trying to play it. I struggle with charging for kids but I have new resolve today after trying to get chocolate off of me sofa and tables from a kid who was to be "perfectly behaved". Maybe so but kids are messy no way around that.
Reply Like 1 reply•1 like
Wendy
Wendy2 years ago
I love children (I have four), but I have been put in the position of watching a guest's child while he ran out "to get some thing" (babysitting). Also, I do all my own cleaning, and children tend to make greater messes. So, now, no "no children." (unless over a certain age...like 10 or 12)
Jana
Jana2 years ago
I agree with you and think you did the right thing. It is important for the reservation to reflect the correct amount of people.
Reply Like
Javier & Muriel
Javier & Muriel2 years ago
Agreed and next time charge them your per person fee. Your have it for a reason. New airbnb users may over look it. It's best to give them the benefit of the doubt, but the alter reservation option makes sure you can enforce accurate reservations. Always follow your gut.
Reply Like
Jill
Jill 2 years ago
Interesting. I list on other sites like Tripadvisor ( awful!) and my conversion rate is virtually nil versus Air BnB which converts literally every enquiry-great! I have discovered that the extra fee for children/babies results in cancellation every time on other sites, and that this is a difficult situation....I have noticed too that because I am priced quite reasonably that the client maximises that by booking 4 adults into an apartment that has one queen bed and a sofa bed...just an observation, not an issue...personally I think that the individual was not being honest in this instance that you describe which is unfortunate. I have noticed though that most people who ask to accommodate children have clearly been declined elsewhere as people seem not to want kids..?
Reply Like
Linda
Linda2 years ago
Thanks for all the responses! I actually have no issue with kids, and actually note in my listing that it is a good value for families. I believe it may have been a legitimate oversight by a person new to Airbnb. Since it is a booking for a single night and is for tomorrow night, I made the call (right or wrong) to not push the fee for the extra person and leave us both with no booking at the last minute. I'm not concerned about losing that small fee for an extra person this time, although fingers crossed that was the right call! I'll know for sure on Monday, I guess. If something like this happens again, it's good to know that the community stands behind me in correcting the booking and fee.
Reply Like
Linda
Linda2 years ago
Just wanted to report back that the experience with this guest family went well. We had one tiny mishap where the toddler broke a stoneware cereal bowl by dropping it on the tile floor in the bathroom (not sure how it got in there since it was in the bedroom filled with fruit, originally), but the husband promptly told me about it and we cleaned up the area together. I was glad that the child didn't get hurt, and the bowl was no real loss since it was a mismatch from a set I now longer own.
They were very nice people and left me a note with some cash to cover the cost of the bowl. Coincidentally, the money they left was exactly the amount that I would have charged for the extra person (the child). So, we had a really great experience overall and I'd welcome them back any time. :-)
Reply Like 1 like
Maggie
Maggie2 years ago
You were right to correct the reservation and it should have been automatic that airbnb calculated the extra fee for you - this is what they do - unless you manually over rode it. I always charge for children - after all they are "guests" too and cost the same as an adult guest to house and clean up after i.e. bedding, water, towels, electric, wear and tear. I also give them equal status along with all my guests by giving them their own bed too. Your listing looks wonderful by the way - I visit Chicago where my daughter is in school so may come and check you out sometime.
Reply Like
Jill
Jill 2 years ago
Thanks guys you have cleared up a thorny issue for me simply because people seem to oject to paying for children despite the need to launder and clean up just like adults!!
Reply Like
Maggie
Maggie2 years ago
In fact, children can create more laundry than an adult if you consider their clothing too!
www.airbnb.com/groups/content/content-17830
Linda
Addressing a booking inaccuracy
Hi all!
I've only been hosting since September of this year. Yesterday I received my first booking that had an inaccuracy that I felt I needed to address with the guest.
The reservation was for one person. I confirmed it and sent a message to the guest asking that he let me know roughly what time he'd arrive so I could be here to greet him and provide him the key. When he responded, he said "we will be arriving between X and X."
Hmmm..."we"? The reservation was for a single person. I message him back and asked how many people would be staying, noting that I wanted to make sure that I had the correct bedding in the room. (Not necessarily a concern, but I wanted to set a cordial tone.) His response was that he was traveling with his wife and small child and that they would be fine in one bed.
My listing states the room sleeps four since there are two beds. I was not concerned about having two adults and a child in the room at all, nor was I upset that I wasn't collecting correct fee for my room. (The listing states an extra charge per person beyond two people.) But I was concerned that not having the correct number of people on the reservation could raise some other issues. So I amended the reservation, then sent the following message to the guest:=====Hi, GUEST NAME. Thanks for the information that you are traveling with your wife and child. I have amended the reservation to reflect that there will be a total of 3 people staying in the room.
**I did not alter the price; it is the same as the price you are expecting.**
I changed the number of guests because Airbnb provides us both with a certain measure of insurance and protection. If the reservation is not completely accurate, that could cause issues with those protections.
Looking forward to meeting you all tomorrow night.
=====I learned here that amending reservations was possible and important. Thank you! Also, if it seems that my approach was not correct, I'd love to hear a different perspective.
Linda
9 comments•4 likes
Follow
Like
Dixie
rie
Tiffany
Joseph
Milu
Milu2 years ago
You did exactly as you should have and t happens all the time. If you do normally charge for extra people I would also add that fee next time. The guest was not being genuine he was trying to play it. I struggle with charging for kids but I have new resolve today after trying to get chocolate off of me sofa and tables from a kid who was to be "perfectly behaved". Maybe so but kids are messy no way around that.
Reply Like 1 reply•1 like
Wendy
Wendy2 years ago
I love children (I have four), but I have been put in the position of watching a guest's child while he ran out "to get some thing" (babysitting). Also, I do all my own cleaning, and children tend to make greater messes. So, now, no "no children." (unless over a certain age...like 10 or 12)
Jana
Jana2 years ago
I agree with you and think you did the right thing. It is important for the reservation to reflect the correct amount of people.
Reply Like
Javier & Muriel
Javier & Muriel2 years ago
Agreed and next time charge them your per person fee. Your have it for a reason. New airbnb users may over look it. It's best to give them the benefit of the doubt, but the alter reservation option makes sure you can enforce accurate reservations. Always follow your gut.
Reply Like
Jill
Jill 2 years ago
Interesting. I list on other sites like Tripadvisor ( awful!) and my conversion rate is virtually nil versus Air BnB which converts literally every enquiry-great! I have discovered that the extra fee for children/babies results in cancellation every time on other sites, and that this is a difficult situation....I have noticed too that because I am priced quite reasonably that the client maximises that by booking 4 adults into an apartment that has one queen bed and a sofa bed...just an observation, not an issue...personally I think that the individual was not being honest in this instance that you describe which is unfortunate. I have noticed though that most people who ask to accommodate children have clearly been declined elsewhere as people seem not to want kids..?
Reply Like
Linda
Linda2 years ago
Thanks for all the responses! I actually have no issue with kids, and actually note in my listing that it is a good value for families. I believe it may have been a legitimate oversight by a person new to Airbnb. Since it is a booking for a single night and is for tomorrow night, I made the call (right or wrong) to not push the fee for the extra person and leave us both with no booking at the last minute. I'm not concerned about losing that small fee for an extra person this time, although fingers crossed that was the right call! I'll know for sure on Monday, I guess. If something like this happens again, it's good to know that the community stands behind me in correcting the booking and fee.
Reply Like
Linda
Linda2 years ago
Just wanted to report back that the experience with this guest family went well. We had one tiny mishap where the toddler broke a stoneware cereal bowl by dropping it on the tile floor in the bathroom (not sure how it got in there since it was in the bedroom filled with fruit, originally), but the husband promptly told me about it and we cleaned up the area together. I was glad that the child didn't get hurt, and the bowl was no real loss since it was a mismatch from a set I now longer own.
They were very nice people and left me a note with some cash to cover the cost of the bowl. Coincidentally, the money they left was exactly the amount that I would have charged for the extra person (the child). So, we had a really great experience overall and I'd welcome them back any time. :-)
Reply Like 1 like
Maggie
Maggie2 years ago
You were right to correct the reservation and it should have been automatic that airbnb calculated the extra fee for you - this is what they do - unless you manually over rode it. I always charge for children - after all they are "guests" too and cost the same as an adult guest to house and clean up after i.e. bedding, water, towels, electric, wear and tear. I also give them equal status along with all my guests by giving them their own bed too. Your listing looks wonderful by the way - I visit Chicago where my daughter is in school so may come and check you out sometime.
Reply Like
Jill
Jill 2 years ago
Thanks guys you have cleared up a thorny issue for me simply because people seem to oject to paying for children despite the need to launder and clean up just like adults!!
Reply Like
Maggie
Maggie2 years ago
In fact, children can create more laundry than an adult if you consider their clothing too!