Post by High Priestess on May 29, 2016 22:05:50 GMT
Fiona shared on NHF Jan 2015
www.airbnb.com/groups/content/content-101171
Special Offer? Decline? Alter?
I have a "pending reservation request" for two nights from a new member of Airbnb. I am happy to accept this guest who is traveling with his daughter but I have a three-night minimum during this period and there is a temporary paint issue in the bathroom I'd offer to take some money off the room rate as a good-will gesture. Sooo, I am thinking the way to handle this is to decline the reservation request and send him a Special Offer for three nights at the different price. When I look at the Help Center for Airbnb it says you can't send a Special Offer while you have a pending RR. My other option seems to be to accept the request and then try to alter it which feels more clumsy because he doesn't have to accept it and then I haven't stuck to my three-day minimum guns.
I've never used any of the tools to send an offer or alteration, what has been your experience with how to use them? Thanks!!
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Leah
Leaha year ago
If you have a three day minimum, how was he able to reserve two?
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Fiona
Fionaa year ago
Because it is only for this (high-demand) time period and Airbnb doesn't allow you to set different minimums. I put it in the overview of the description but it isn't "official".
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Carolyn
Carolyna year ago
I believe you can only alter once a reservation is made. Then under "My reservations" you'll see "Alter or change" next to the reservation. The guest has to accept it; you could message them to let them know that they will receive an email to accept an alteration.
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Fiona
Fionaa year ago
Thanks Carolyn. That's what I've done...accepted it and then sent him an alteration. He hasn't accepted it yet but has said in the message thread that he is game for three nights so he can take his daughter to Universal Studios. I guess I just don't let them check in if they haven't accepted it or I let them stay for two nights at full holiday price if they don't accept it. He seems super nice but is just new at Airbnb. I do wish we could see what the guest sees to be able to walk them through or tell them what to look for.
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Fiona
Fionaa year ago
Help. He is home now on the full site and not seeing the (email hidden) still shows two nights. Does anybody know where I should direct him to look?
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Leah
Leaha year ago
Airbnb sends him an email to the alteration request. When he accepts it, you both get an updated confirmation. He should probably also have an alert on his dashboard.
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Fiona
Fionaa year ago
Thanks Leah. He and I were too dense to figure it out so Airbnb is phoning him to walk him through the process. Maybe he went straight to the Airbnb site and hasn't seen his email.
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Fiona
Fionaa year ago
Good grief, I don't know what the "email hidden" business is about on my comment. I think I just said "alteration" and "reservation request". Danger Danger!!
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Leah
Leaha year ago
I have noticed on the new desktop version of the dashboard, it is harder to navigate. When I am using my phone, I used to be able to use the full desktop version of the website. Now, it gets into search mode, no desktop showing up, so that can be a similar frustration in not seeing things as easily as before.
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Fiona
Fionaa year ago
He found it and accepted it. I'm no more enlightened as to where it is than I was before but I'll ask him when he gets here and this issue is resolved. Thanks Leah and Carolyn! Very helpful.
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Andrew
Andrewa year ago
It does strike me that temporarily waiving the 3-night minimum,and sparing the guest a couple of hours of hassle during the busy holiday season, would have been overall a more effective "goodwill gesture" than forcing him to book an extra night at a discount.
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Fiona
Fionaa year ago
I'm not forcing him to do anything. And the goodwill gesture was of my own volition and a dollar amount per night not a discount for the third night - I'm happy to proactively make an adjustment when the place isn't up to my usual standards. This is the only time of year I have anything other than a one-night minimum so why would I waive it?
www.airbnb.com/groups/content/content-101171
Special Offer? Decline? Alter?
I have a "pending reservation request" for two nights from a new member of Airbnb. I am happy to accept this guest who is traveling with his daughter but I have a three-night minimum during this period and there is a temporary paint issue in the bathroom I'd offer to take some money off the room rate as a good-will gesture. Sooo, I am thinking the way to handle this is to decline the reservation request and send him a Special Offer for three nights at the different price. When I look at the Help Center for Airbnb it says you can't send a Special Offer while you have a pending RR. My other option seems to be to accept the request and then try to alter it which feels more clumsy because he doesn't have to accept it and then I haven't stuck to my three-day minimum guns.
I've never used any of the tools to send an offer or alteration, what has been your experience with how to use them? Thanks!!
12 comments
Follow
Like
Delete
Hide
Leah
Leaha year ago
If you have a three day minimum, how was he able to reserve two?
Reply Like 1 like Delete
Fiona
Fionaa year ago
Because it is only for this (high-demand) time period and Airbnb doesn't allow you to set different minimums. I put it in the overview of the description but it isn't "official".
Reply Like Delete
Carolyn
Carolyna year ago
I believe you can only alter once a reservation is made. Then under "My reservations" you'll see "Alter or change" next to the reservation. The guest has to accept it; you could message them to let them know that they will receive an email to accept an alteration.
Reply Like Delete
Fiona
Fionaa year ago
Thanks Carolyn. That's what I've done...accepted it and then sent him an alteration. He hasn't accepted it yet but has said in the message thread that he is game for three nights so he can take his daughter to Universal Studios. I guess I just don't let them check in if they haven't accepted it or I let them stay for two nights at full holiday price if they don't accept it. He seems super nice but is just new at Airbnb. I do wish we could see what the guest sees to be able to walk them through or tell them what to look for.
Reply Like Delete
Fiona
Fionaa year ago
Help. He is home now on the full site and not seeing the (email hidden) still shows two nights. Does anybody know where I should direct him to look?
Reply Like Delete
Leah
Leaha year ago
Airbnb sends him an email to the alteration request. When he accepts it, you both get an updated confirmation. He should probably also have an alert on his dashboard.
Reply Like 1 like Delete
Fiona
Fionaa year ago
Thanks Leah. He and I were too dense to figure it out so Airbnb is phoning him to walk him through the process. Maybe he went straight to the Airbnb site and hasn't seen his email.
Reply Like Delete
Fiona
Fionaa year ago
Good grief, I don't know what the "email hidden" business is about on my comment. I think I just said "alteration" and "reservation request". Danger Danger!!
Reply Like Delete
Leah
Leaha year ago
I have noticed on the new desktop version of the dashboard, it is harder to navigate. When I am using my phone, I used to be able to use the full desktop version of the website. Now, it gets into search mode, no desktop showing up, so that can be a similar frustration in not seeing things as easily as before.
Reply Like Delete
Fiona
Fionaa year ago
He found it and accepted it. I'm no more enlightened as to where it is than I was before but I'll ask him when he gets here and this issue is resolved. Thanks Leah and Carolyn! Very helpful.
Reply Like Delete
Andrew
Andrewa year ago
It does strike me that temporarily waiving the 3-night minimum,and sparing the guest a couple of hours of hassle during the busy holiday season, would have been overall a more effective "goodwill gesture" than forcing him to book an extra night at a discount.
Reply Like Delete
Fiona
Fionaa year ago
I'm not forcing him to do anything. And the goodwill gesture was of my own volition and a dollar amount per night not a discount for the third night - I'm happy to proactively make an adjustment when the place isn't up to my usual standards. This is the only time of year I have anything other than a one-night minimum so why would I waive it?