Post by High Priestess on May 30, 2016 16:07:08 GMT
Fiona shared on HOsting 911 Jan 2015
www.airbnb.com/groups/content/content-102161
What are the right questions to ask?
I have an inquiry for someone to stay for the next 27 days starting tonight. She corresponded with me in Nov. but the dates weren't quite right at the beginning of the stay and she disappeared. This morning she popped back up and said she booked somewhere else but it wasn't as advertised and wants to know if she can stay here for the rest of her stay.
I'm a little hesitant - she is asking for a discount based on the length of stay (which she also did in Nov.) and I'm OK with that to a point in this case bc of some special circumstances I'll explain if anyone cares. But I know several ppl have cited that as a red flag. She has been a member since 2013 but no reviews. I'm going to find out hopefully what the problem is with the other space but it's possible it was her problem and not the host - can I call Airbnb and ask about it? Those are the red flags I see.
On the positive side, she is a grad student (so not an obvious partied/unemployed telemarketer or anything) and is coming from out of state so has a place to go back to (this would be my first long-term guest). The research institution she is coming to and will be at daily is world-reknowned and she must be doing something right for them to accept her. I'm inclined to accept her.
HOWEVEr: What questions should I ask to resolve the red flags I'm seeing?
Thanks 911-era!
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Fiona
Fionaa year ago
911-era, not "era" autocorrect. I realize 27days isn't a long-term stay but I would have her book a long-term stay bc it's less expensive than 27 nights and so the stricter cancellation policy kicks in and bc I told her in Nov I'd have her sign a rental agreement.
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Fiona
Fionaa year ago
OR is it better to have her stick to the 27days since it will be under my Moderate cancellation policy and presumably easier to get her out if she is a bad guest?
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Leah
Leaha year ago
Have her sign the agreement still but do the daily rate in case it didn't work out for you either. I would be hesitant too cause you are right to suspect that she might take an issue with your place too then bail. If she isn't too forthcoming as to why she needs to leave, this is a time when balancing being booked and getting money is worth the potential headache. Maybe suggest a shorter stay initially to have a trial run before long term, then alter if it all works out. I would say, "Hi Guest, thanks for reconsidering my place for the duration of your stay. Since you had issues with your previous airbnb location, how about we start with a week long reservation. I want all of my guests to be comfortable in my home and since this is last minute for you to find a new place, I want to make it easy for you, should this not be convenient to your work location too. If my home works out, then we can alter the reservation to extend it for the duration of your dates."
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Carolyn
Carolyna year ago
Nice idea, Leah!
Andrew
Andrewa year ago
I also think trial periods are a great idea for longer requests. The one potential downside is that you'd have to block your calendar and risk losing some potential business if it doesn't work out. Still, it's a smaller risk than being stuck with a long-term guest that drives you crazy!
Fiona
Fionaa year ago
That seems like a reasonable idea in some cases. Don't people pay more in booking fees with Airbnb if they book two trips instead of one? And I'm guessing you do Special Offers Leah so they don't get charged two cleaning fees? I wish there were tools to set different Cleaning Fees for different lengths of stay.
Fiona
Fionaa year ago
Absolutely right Andrew, limited downside, house free of crazy people...priceless!
Leah
Leaha year ago
When you make an alteration, they are only charged the extra nights plus airbnb fees, which they would have paid for a long stay anyway. It will still be the same reservation, not two separate reservations
Fiona
Fionaa year ago
Ahhhhhhhhh, got it! Thanks.
Carolyn
Carolyna year ago
Hi Fiona,
I don't think it's a problem that she asked for a discount, considering that she is staying nearly 4 weeks. So, I wouldn't worry about that. Then, it's up to you if you want to give a discount.
To me there are other red flags: she has no reviews, and she left another place for reasons that are not specific.
Hopefully you can ask her for more specifics as to why the other space was not as advertised, or why she didn't like it. She should give a clear answer on this, but if she hesitates, that's a red flag. Of course, it could just be that she doesn't want to voice complaints about another Airbnb space. You may have to say that you need to know because you don't want a guest who was asked to leave by another host.
As to having no reviews - I always ask guests without reviews to have a reference sent to me, to my personal email address.
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Fiona
Fionaa year ago
A reference is such a good idea Carolyn, do people actually follow through or do they go away at that point? How do you give them your personal email address within the Airbnb system? She is saying all the right things as far as I'm concerned...that the other Host is nice (poor girl is still sitting there with her luggage packed and no place to go) and that Airbnb was helping her contact other listings so she isn't coming across as someone in a fury about Airbnb or prior Host. About the no reviews she also is seemingly OK. She said she has stayed in other Airbnb's but with family so not under her account and that she started to book a couple of times but trips fell through. All of that could be a big, fat lie but it doesn't sound out of the realm of possibility.
Carolyn
Carolyna year ago
Hi Fiona, yes, guests always follow through with a reference! I'm not sure if my method would work for you today though. What I do is I tell them we can go ahead and book, under the condition that they will provide a reference within 2 days. If they agree, we make the reservation. So, because we have a confirmed reservation, I am able to send them my personal email without being blocked out. In theory, if the guest doesn't come through with a reference, I can cancel, but I've never had to do this. (That's fortunate - I don't want a cancellation.) I just think it's a good way for guests who are new to Airbnb to get started.
Fiona
Fionaa year ago
That sounds like a good strategy. It takes the immediate pressure off of them but people who won't follow through are less likely to book at that point anyway. Thanks.
Deborah
Deboraha year ago
I would insist on knowing specifics about why she was not happy with the other place. And even better, have her send you a link to the listing of that place, so that you can contact that host and ask the host what happened. Also, ask her if she has stayed in any other Airbnb's before this recent one, and if so why she has no reviews. Sometimes people will sign up and then not use the service, so just because she is a member since 2013 doesn't mean she used Airbnb then.
If she is not willing to either give specifics about why she wasn't happy with the other place, and/or give you link to that place so you can talk to that host, I would decline. It does help if someone has a very legitimate reason for visiting, and is part of a known institution, but those things alone aren't sufficient if the guest is someone who is demanding or not a good guest in some significant way.
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Andrew
Andrewa year ago
The last time I had guests who left their prior host abruptly for vague reasons, they wound up spray-painting the dining room wall and leaving Airsoft gun pellets all over the house. So now, you better believe I ask for a reference!
Fiona
Fionaa year ago
Andrew, AAAAAAAAAAAAARRRRRRRRRRRRRRHHHHHHHH!!!!!!! That's horrible!!!!!!! OMG. Did you ever find out what happened at the prior host's house and did Airbnb cancel their account? That's outrageous.
Fiona
Fionaa year ago
She said the other place doesn't work for two reasons 1) it's further than it was on the map (not the Host's fault) but I understand why that would be an issue for her as she won't have a car and 2) it is a futon instead of a real bed as advertised. She was actually not upset about that too much but said it would have been OK for a few days but not for a month and in combination with the distance issue it just wasn't workable for her. I understand all that. I'd asked her where the listing was hoping I could figure it out and talk to the Host but didn't know she could send a link (could she before a reservation is made?) - that's a really good idea. And Deborah, you better believe I've already told her I won't allow any mail delivery to my home address, you've scared me good on that one.
Andrew
Andrewa year ago
No, unfortunately I was still new to Airbnb, and subletting while out of the country. I was somewhere in the jungle in Chiapas when it happened and heard about it through the friend managing the apartment days later. By then, it was too late to file a claim, and when I got back home and saw the damage their account was gone. Needless to say, I'd do everything differently now that I know better...
Fiona
Fionaa year ago
I.Can't.Even
Julie and Eric
Julie and Erica year ago
Wait - she's sitting there with her luggage and no place to go simply because the other listing was out of the way and a futon, not a real bed? This doesn't add up - seems like she could get a cab (if available) for less than the cancellation fee of the other place. Please let us know if you were able to reach the host and what the host's reviews were like - really hoping it works out!
Fiona
Fionaa year ago
I get it actually, I think she tried to choose a listing within easy walking distance to save money and her pic looks like maybe she is in her 30's or at least past futon and instant noodles prime. I don't think she is being charged a cancellation fee based on the "misrepresentation" - Airbnb was working with her to find someone else and were going to transfer funds to the new host. I can see being really proactive about it...she is here to do research and I'm guessing her first day at the institution is tomorrow so she might have been really wanting to get it settled before she was working all day. I might ask her again which listing it was. She sent me a message a few minutes ago saying the institution found her someone who had a room come available. I wonder if that will change Airbnb's stance at all.
Deborah
Deboraha year ago
As to your question Fiona on whether she could send a link of the other host's place --- Yes, both host and guest can send links to airbnb listings at any time, before or after reservations are made. Airbnb doesn't censor out its own website links, so you can include links to listings, or to host profiles.
Fiona
Fionaa year ago
Thank you Deborah, hadn't any idea.
Leah
Leaha year ago
Another question to ask, is what was it about the other listing that made her choose that one over yours to begin with?
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Fiona
Fionaa year ago
That's such a great question. I'll ask her if she books. I'm guessing it was mostly $$, she seems very price sensitive. The other thing was she wanted to arrive during the days of highest demand in my town and there was no way I was going to book it at a discount so I think she revised her dates before contacting other hosts.
Andrew
Andrewa year ago
As far as I know, the cancellation policy that you set for the guest isn't reciprocal in the sense that it changes your ability to terminate the booking.
When it comes to longer-term stays, I don't consider price negotiation as much of a red flag as I do with short-term stays. But I'd pay careful attention to the tone of the discussion; the minute it seems that the guest is trying to jerk me around or force my hand, that hand hits Decline.
Be aware, though, that guests staying a few weeks tend to treat your household differently than the typical short-term vacationer. They approach your common areas with a greater sense of entitlement, use kitchen/dining facilities more often, spend more time at home rather than out exploring, and are likelier to want to bring over extra guests or request other exceptions to your rules. With that in mind, I'd suggest asking the questions you'd ask of a prospective flatmate. You really will be living with this person for awhile, and if there are any personality conflicts they will have more impact than someone just crashing there for a few days.
Another thing to consider is that she might have been kicked out by the last host. You have every right to ask for a prior host reference, since she has no reviews. Airbnb won't provide you with the details of the host she's leaving, but you can ask for a link to their listing and contact them yourself. If she's unwilling to supply the prior host's contact to you, that should be regarded as a major red flag.
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Fiona
Fionaa year ago
That all makes a lot of sense Andrew, thanks. I think you are right about cancellation policy not changing a lot for me in reality...it's mostly about giving someone an out to leave with a better refund if we agree she needs to leave. I am definitely of the philosophy others have mentioned that I don't want anyone staying in the house who doesn't want to be here or is feeling trapped by the cancellation policy.
I sent her a Special Offer - the first time I've used that tool but she hasn't booked it yet as far as I can see - I don't know if that goes to her in the message thread or as an email like the Alteration tool does. She asked for a discount of a much greater amount than I would consider but I met her halfway and sent the Special Offer. That I haven't heard back either means I think that she hasn't seen it or she resolved it some other way.
I'm quite nervous about all the aspects you and others mention about a longer term stay (feeling too much entitlement, etc.) The most I've had anyone for is five nights.
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Andrew
Andrewa year ago
When you send a Special Offer, the guest will be notified in an email and it will also appear in the message thread, with a link that they can then use to proceed directly to confirmation and payment. So if she accepts it within 24 hours, you have a confirmed booking. If not, then you're back to the inquiry stage.
I can definitely understand the nervousness about longer stays, and it's for this very reason that my maximum is set at 3 weeks. But 27 days is not a horrible amount of time to test the waters and see how a longer arrangement works for your comfort level. And as for the possibility of circumventing your cancellation policy to shorten a reservation that's not working out - you can always use the Resolutions tool to manually enter the amount of refund you'd like to offer. The cancellation policy only impacts what happens automatically if the guest decides to cancel without your agreement.
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Fiona
Fionaa year ago
Thanks for explaining the SO tool. I used Alteration for the first time this week and the guest (brand new to Airbnb) couldn't find it to accept it.
I am sure now her initial booking elsewhere was primarily a money issue. I sent her a message asking if she'd seen the SO or if she'd resolved the difficulty another way and she answered she was trying to make the $$ work so that's why she hadn't answered yet. I feel bad for her but not bad enough to reduce any more than I already have - 17%
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Susan
Susana year ago
I'd give a small discount based on length of stay; have her book in for 15 days and then rebook for 15 days if it works out; be VERY strict with your house rules; ask for a reference; sounds like she's financially challenged that's why I'd only do 15 days initially as she may "walk" on that too with you. "Me" if it were "me", I'd pass, but it's your call.
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Fiona
Fionaa year ago
Thanks Susan. I was definitely on the fence but will leave it in her court now. I hope she'll book in that it's nice to have the calendar not empty and glaring but I don't really encourage longer bookings...partly because I'm so new and longer bookings slow down how quickly you build reviews. You don't do them at all do you?
Susan
Susana year ago
No. Only short term. I "might" do 10 nights but only as a special case. Short term works as guests don't have enough time to be problematic and they usually have an agenda so that they don't loiter arounnd in the unit
Salvia
Salviaa year ago
Fiona, I get long-term inquiries for 1-2 months, from newbies (without verified ID ) all the time and if communication (!) is good and open I accept them. I share the flat with my guests and work odd hours sometimes and often it is not easy to navigate around them. Only once I had an unpleasent experience with a long-term guest (who left far earlier than he had booked and for reasons I never found out about). Ask enough questions to feel comfortable with the person (all the ones suggested here). Make sure (again during house tour!) that she understands that this is not flat-sharing but airbnb and that she is a (paying) guest. Don't be too afraid that they will turn "roomate-ish" (but WATCH kitchen use! Set boundaries if necessary!) It happens but it can be also a bit relaxing for you. Enjoy the positive sides of long-terms (less cleaning, somebody you know a bit when you are around, less turnovers, less worries about occupancy...).
Fiona
Fionaa year ago
The more I read the more I think the key isn't as much the stay as the "fit" between Guest and Space. Salvia, maybe I'll set some kitchen hours. Interestingly, this woman seemed to be sensitive to that - in her initial inquiry in November she'd asked if she could use the kitchen for "light" use for making dinners. I've had great guests so far but there was a couple who would just take over my kitchen at night while I was trying to make dinner for my kids. They didn't do it on purpose but I just found myself trying to get out of their way. And, irritatingly, they were making much better food for themselves than I was making for my kids.
Doug & Carole
Doug & Carolea year ago
Fiona, as I can see your question was more than answered, I only have one comment. I am a very responsible 58 year old unemployed telemarketer. I worked for a huge international bank for 15 years in their customer service department taking care of credit card issues. I started my tenure there as a telemarketer to get my foot in the door of a very good company. No not my dream job but was a way in. Not all telemarketers, unemployed or not, are bad people. I now enjoy hosting very much and truly hope my guests will not hold it against me that at one time I was a telemarketer.
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Leah
Leaha year ago
Now that is a hard gig! I guess one would develop hard skin from the constant verbal abuse and hangups!
Fiona
Fionaa year ago
D&C, I am glad to hear you are the exception that proves the rule. And my initial comment, "On the positive side, she is a grad student (so not an obvious partied/unemployed telemarketer or anything)" wasn't meant to be read as having unemployed telemarketer as a term. I meant partier OR unemployed OR telemarketer. The first two are often mentioned as red flags for guests and the latter is a personal feeling.
I don't care if people party or look for jobs or call strangers if that's what they want to do but don't party in my house without permission, squat and stay at home all day in my house as an Airbnb guest or call me when I'm bathing or feeding my children and that's what I was trying to address. Not at all implying they are all bad people. Agree with Leah, hard gig. Glad you are enjoying hosting, I am too. Even though it comes with lots of questions and dilemmas.
Doug & Carole
Doug & Carolea year ago
HI Leah, I actually was able to separate the abuse realizing it was aimed at the intrusion of the call, not me directly. i wouldn't have survived as long as I did otherwise. But happily, only did the telemarketing gig for about 18 mos before I was promoted to much better job with the company. That was my goal from the beginning. So to all of you who hate telemarketers, first many of us DO live in the country in which we are telemarketing, second English is our first language, and third, we are nice people doing a crummy job for any number of reasons. Thanks for letting me rant. I'm over it now
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Julie and Eric
Julie and Erica year ago
I did telemarketing – a few times. I was selling a prescription mouthwash and had pretty thick skin but this one dentist said some things that caused me to cry. My fault for taking his hateful words to heart - I should have just let them roll right off. I try to be courteous to everyone on the phone when I ask them to please remove my number from their call list – they seem so surprised, they are actually very nice about it. :-)
Fiona
Fionaa year ago
That's good but many times that isn't my experience. I am courteous too and many of them hang up on me halfway through the sentence "please put this number on your Do-Not-Call list".
Deborah
www.airbnb.com/groups/content/content-102161
What are the right questions to ask?
I have an inquiry for someone to stay for the next 27 days starting tonight. She corresponded with me in Nov. but the dates weren't quite right at the beginning of the stay and she disappeared. This morning she popped back up and said she booked somewhere else but it wasn't as advertised and wants to know if she can stay here for the rest of her stay.
I'm a little hesitant - she is asking for a discount based on the length of stay (which she also did in Nov.) and I'm OK with that to a point in this case bc of some special circumstances I'll explain if anyone cares. But I know several ppl have cited that as a red flag. She has been a member since 2013 but no reviews. I'm going to find out hopefully what the problem is with the other space but it's possible it was her problem and not the host - can I call Airbnb and ask about it? Those are the red flags I see.
On the positive side, she is a grad student (so not an obvious partied/unemployed telemarketer or anything) and is coming from out of state so has a place to go back to (this would be my first long-term guest). The research institution she is coming to and will be at daily is world-reknowned and she must be doing something right for them to accept her. I'm inclined to accept her.
HOWEVEr: What questions should I ask to resolve the red flags I'm seeing?
Thanks 911-era!
13 comments
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Fiona
Fionaa year ago
911-era, not "era" autocorrect. I realize 27days isn't a long-term stay but I would have her book a long-term stay bc it's less expensive than 27 nights and so the stricter cancellation policy kicks in and bc I told her in Nov I'd have her sign a rental agreement.
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Fiona
Fionaa year ago
OR is it better to have her stick to the 27days since it will be under my Moderate cancellation policy and presumably easier to get her out if she is a bad guest?
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Leah
Leaha year ago
Have her sign the agreement still but do the daily rate in case it didn't work out for you either. I would be hesitant too cause you are right to suspect that she might take an issue with your place too then bail. If she isn't too forthcoming as to why she needs to leave, this is a time when balancing being booked and getting money is worth the potential headache. Maybe suggest a shorter stay initially to have a trial run before long term, then alter if it all works out. I would say, "Hi Guest, thanks for reconsidering my place for the duration of your stay. Since you had issues with your previous airbnb location, how about we start with a week long reservation. I want all of my guests to be comfortable in my home and since this is last minute for you to find a new place, I want to make it easy for you, should this not be convenient to your work location too. If my home works out, then we can alter the reservation to extend it for the duration of your dates."
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Carolyn
Carolyna year ago
Nice idea, Leah!
Andrew
Andrewa year ago
I also think trial periods are a great idea for longer requests. The one potential downside is that you'd have to block your calendar and risk losing some potential business if it doesn't work out. Still, it's a smaller risk than being stuck with a long-term guest that drives you crazy!
Fiona
Fionaa year ago
That seems like a reasonable idea in some cases. Don't people pay more in booking fees with Airbnb if they book two trips instead of one? And I'm guessing you do Special Offers Leah so they don't get charged two cleaning fees? I wish there were tools to set different Cleaning Fees for different lengths of stay.
Fiona
Fionaa year ago
Absolutely right Andrew, limited downside, house free of crazy people...priceless!
Leah
Leaha year ago
When you make an alteration, they are only charged the extra nights plus airbnb fees, which they would have paid for a long stay anyway. It will still be the same reservation, not two separate reservations
Fiona
Fionaa year ago
Ahhhhhhhhh, got it! Thanks.
Carolyn
Carolyna year ago
Hi Fiona,
I don't think it's a problem that she asked for a discount, considering that she is staying nearly 4 weeks. So, I wouldn't worry about that. Then, it's up to you if you want to give a discount.
To me there are other red flags: she has no reviews, and she left another place for reasons that are not specific.
Hopefully you can ask her for more specifics as to why the other space was not as advertised, or why she didn't like it. She should give a clear answer on this, but if she hesitates, that's a red flag. Of course, it could just be that she doesn't want to voice complaints about another Airbnb space. You may have to say that you need to know because you don't want a guest who was asked to leave by another host.
As to having no reviews - I always ask guests without reviews to have a reference sent to me, to my personal email address.
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Fiona
Fionaa year ago
A reference is such a good idea Carolyn, do people actually follow through or do they go away at that point? How do you give them your personal email address within the Airbnb system? She is saying all the right things as far as I'm concerned...that the other Host is nice (poor girl is still sitting there with her luggage packed and no place to go) and that Airbnb was helping her contact other listings so she isn't coming across as someone in a fury about Airbnb or prior Host. About the no reviews she also is seemingly OK. She said she has stayed in other Airbnb's but with family so not under her account and that she started to book a couple of times but trips fell through. All of that could be a big, fat lie but it doesn't sound out of the realm of possibility.
Carolyn
Carolyna year ago
Hi Fiona, yes, guests always follow through with a reference! I'm not sure if my method would work for you today though. What I do is I tell them we can go ahead and book, under the condition that they will provide a reference within 2 days. If they agree, we make the reservation. So, because we have a confirmed reservation, I am able to send them my personal email without being blocked out. In theory, if the guest doesn't come through with a reference, I can cancel, but I've never had to do this. (That's fortunate - I don't want a cancellation.) I just think it's a good way for guests who are new to Airbnb to get started.
Fiona
Fionaa year ago
That sounds like a good strategy. It takes the immediate pressure off of them but people who won't follow through are less likely to book at that point anyway. Thanks.
Deborah
Deboraha year ago
I would insist on knowing specifics about why she was not happy with the other place. And even better, have her send you a link to the listing of that place, so that you can contact that host and ask the host what happened. Also, ask her if she has stayed in any other Airbnb's before this recent one, and if so why she has no reviews. Sometimes people will sign up and then not use the service, so just because she is a member since 2013 doesn't mean she used Airbnb then.
If she is not willing to either give specifics about why she wasn't happy with the other place, and/or give you link to that place so you can talk to that host, I would decline. It does help if someone has a very legitimate reason for visiting, and is part of a known institution, but those things alone aren't sufficient if the guest is someone who is demanding or not a good guest in some significant way.
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Andrew
Andrewa year ago
The last time I had guests who left their prior host abruptly for vague reasons, they wound up spray-painting the dining room wall and leaving Airsoft gun pellets all over the house. So now, you better believe I ask for a reference!
Fiona
Fionaa year ago
Andrew, AAAAAAAAAAAAARRRRRRRRRRRRRRHHHHHHHH!!!!!!! That's horrible!!!!!!! OMG. Did you ever find out what happened at the prior host's house and did Airbnb cancel their account? That's outrageous.
Fiona
Fionaa year ago
She said the other place doesn't work for two reasons 1) it's further than it was on the map (not the Host's fault) but I understand why that would be an issue for her as she won't have a car and 2) it is a futon instead of a real bed as advertised. She was actually not upset about that too much but said it would have been OK for a few days but not for a month and in combination with the distance issue it just wasn't workable for her. I understand all that. I'd asked her where the listing was hoping I could figure it out and talk to the Host but didn't know she could send a link (could she before a reservation is made?) - that's a really good idea. And Deborah, you better believe I've already told her I won't allow any mail delivery to my home address, you've scared me good on that one.
Andrew
Andrewa year ago
No, unfortunately I was still new to Airbnb, and subletting while out of the country. I was somewhere in the jungle in Chiapas when it happened and heard about it through the friend managing the apartment days later. By then, it was too late to file a claim, and when I got back home and saw the damage their account was gone. Needless to say, I'd do everything differently now that I know better...
Fiona
Fionaa year ago
I.Can't.Even
Julie and Eric
Julie and Erica year ago
Wait - she's sitting there with her luggage and no place to go simply because the other listing was out of the way and a futon, not a real bed? This doesn't add up - seems like she could get a cab (if available) for less than the cancellation fee of the other place. Please let us know if you were able to reach the host and what the host's reviews were like - really hoping it works out!
Fiona
Fionaa year ago
I get it actually, I think she tried to choose a listing within easy walking distance to save money and her pic looks like maybe she is in her 30's or at least past futon and instant noodles prime. I don't think she is being charged a cancellation fee based on the "misrepresentation" - Airbnb was working with her to find someone else and were going to transfer funds to the new host. I can see being really proactive about it...she is here to do research and I'm guessing her first day at the institution is tomorrow so she might have been really wanting to get it settled before she was working all day. I might ask her again which listing it was. She sent me a message a few minutes ago saying the institution found her someone who had a room come available. I wonder if that will change Airbnb's stance at all.
Deborah
Deboraha year ago
As to your question Fiona on whether she could send a link of the other host's place --- Yes, both host and guest can send links to airbnb listings at any time, before or after reservations are made. Airbnb doesn't censor out its own website links, so you can include links to listings, or to host profiles.
Fiona
Fionaa year ago
Thank you Deborah, hadn't any idea.
Leah
Leaha year ago
Another question to ask, is what was it about the other listing that made her choose that one over yours to begin with?
Reply Like 1 reply•2 likes
Fiona
Fionaa year ago
That's such a great question. I'll ask her if she books. I'm guessing it was mostly $$, she seems very price sensitive. The other thing was she wanted to arrive during the days of highest demand in my town and there was no way I was going to book it at a discount so I think she revised her dates before contacting other hosts.
Andrew
Andrewa year ago
As far as I know, the cancellation policy that you set for the guest isn't reciprocal in the sense that it changes your ability to terminate the booking.
When it comes to longer-term stays, I don't consider price negotiation as much of a red flag as I do with short-term stays. But I'd pay careful attention to the tone of the discussion; the minute it seems that the guest is trying to jerk me around or force my hand, that hand hits Decline.
Be aware, though, that guests staying a few weeks tend to treat your household differently than the typical short-term vacationer. They approach your common areas with a greater sense of entitlement, use kitchen/dining facilities more often, spend more time at home rather than out exploring, and are likelier to want to bring over extra guests or request other exceptions to your rules. With that in mind, I'd suggest asking the questions you'd ask of a prospective flatmate. You really will be living with this person for awhile, and if there are any personality conflicts they will have more impact than someone just crashing there for a few days.
Another thing to consider is that she might have been kicked out by the last host. You have every right to ask for a prior host reference, since she has no reviews. Airbnb won't provide you with the details of the host she's leaving, but you can ask for a link to their listing and contact them yourself. If she's unwilling to supply the prior host's contact to you, that should be regarded as a major red flag.
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Fiona
Fionaa year ago
That all makes a lot of sense Andrew, thanks. I think you are right about cancellation policy not changing a lot for me in reality...it's mostly about giving someone an out to leave with a better refund if we agree she needs to leave. I am definitely of the philosophy others have mentioned that I don't want anyone staying in the house who doesn't want to be here or is feeling trapped by the cancellation policy.
I sent her a Special Offer - the first time I've used that tool but she hasn't booked it yet as far as I can see - I don't know if that goes to her in the message thread or as an email like the Alteration tool does. She asked for a discount of a much greater amount than I would consider but I met her halfway and sent the Special Offer. That I haven't heard back either means I think that she hasn't seen it or she resolved it some other way.
I'm quite nervous about all the aspects you and others mention about a longer term stay (feeling too much entitlement, etc.) The most I've had anyone for is five nights.
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Andrew
Andrewa year ago
When you send a Special Offer, the guest will be notified in an email and it will also appear in the message thread, with a link that they can then use to proceed directly to confirmation and payment. So if she accepts it within 24 hours, you have a confirmed booking. If not, then you're back to the inquiry stage.
I can definitely understand the nervousness about longer stays, and it's for this very reason that my maximum is set at 3 weeks. But 27 days is not a horrible amount of time to test the waters and see how a longer arrangement works for your comfort level. And as for the possibility of circumventing your cancellation policy to shorten a reservation that's not working out - you can always use the Resolutions tool to manually enter the amount of refund you'd like to offer. The cancellation policy only impacts what happens automatically if the guest decides to cancel without your agreement.
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Fiona
Fionaa year ago
Thanks for explaining the SO tool. I used Alteration for the first time this week and the guest (brand new to Airbnb) couldn't find it to accept it.
I am sure now her initial booking elsewhere was primarily a money issue. I sent her a message asking if she'd seen the SO or if she'd resolved the difficulty another way and she answered she was trying to make the $$ work so that's why she hadn't answered yet. I feel bad for her but not bad enough to reduce any more than I already have - 17%
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Susan
Susana year ago
I'd give a small discount based on length of stay; have her book in for 15 days and then rebook for 15 days if it works out; be VERY strict with your house rules; ask for a reference; sounds like she's financially challenged that's why I'd only do 15 days initially as she may "walk" on that too with you. "Me" if it were "me", I'd pass, but it's your call.
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Fiona
Fionaa year ago
Thanks Susan. I was definitely on the fence but will leave it in her court now. I hope she'll book in that it's nice to have the calendar not empty and glaring but I don't really encourage longer bookings...partly because I'm so new and longer bookings slow down how quickly you build reviews. You don't do them at all do you?
Susan
Susana year ago
No. Only short term. I "might" do 10 nights but only as a special case. Short term works as guests don't have enough time to be problematic and they usually have an agenda so that they don't loiter arounnd in the unit
Salvia
Salviaa year ago
Fiona, I get long-term inquiries for 1-2 months, from newbies (without verified ID ) all the time and if communication (!) is good and open I accept them. I share the flat with my guests and work odd hours sometimes and often it is not easy to navigate around them. Only once I had an unpleasent experience with a long-term guest (who left far earlier than he had booked and for reasons I never found out about). Ask enough questions to feel comfortable with the person (all the ones suggested here). Make sure (again during house tour!) that she understands that this is not flat-sharing but airbnb and that she is a (paying) guest. Don't be too afraid that they will turn "roomate-ish" (but WATCH kitchen use! Set boundaries if necessary!) It happens but it can be also a bit relaxing for you. Enjoy the positive sides of long-terms (less cleaning, somebody you know a bit when you are around, less turnovers, less worries about occupancy...).
Fiona
Fionaa year ago
The more I read the more I think the key isn't as much the stay as the "fit" between Guest and Space. Salvia, maybe I'll set some kitchen hours. Interestingly, this woman seemed to be sensitive to that - in her initial inquiry in November she'd asked if she could use the kitchen for "light" use for making dinners. I've had great guests so far but there was a couple who would just take over my kitchen at night while I was trying to make dinner for my kids. They didn't do it on purpose but I just found myself trying to get out of their way. And, irritatingly, they were making much better food for themselves than I was making for my kids.
Doug & Carole
Doug & Carolea year ago
Fiona, as I can see your question was more than answered, I only have one comment. I am a very responsible 58 year old unemployed telemarketer. I worked for a huge international bank for 15 years in their customer service department taking care of credit card issues. I started my tenure there as a telemarketer to get my foot in the door of a very good company. No not my dream job but was a way in. Not all telemarketers, unemployed or not, are bad people. I now enjoy hosting very much and truly hope my guests will not hold it against me that at one time I was a telemarketer.
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Leah
Leaha year ago
Now that is a hard gig! I guess one would develop hard skin from the constant verbal abuse and hangups!
Fiona
Fionaa year ago
D&C, I am glad to hear you are the exception that proves the rule. And my initial comment, "On the positive side, she is a grad student (so not an obvious partied/unemployed telemarketer or anything)" wasn't meant to be read as having unemployed telemarketer as a term. I meant partier OR unemployed OR telemarketer. The first two are often mentioned as red flags for guests and the latter is a personal feeling.
I don't care if people party or look for jobs or call strangers if that's what they want to do but don't party in my house without permission, squat and stay at home all day in my house as an Airbnb guest or call me when I'm bathing or feeding my children and that's what I was trying to address. Not at all implying they are all bad people. Agree with Leah, hard gig. Glad you are enjoying hosting, I am too. Even though it comes with lots of questions and dilemmas.Doug & Carole
Doug & Carolea year ago
HI Leah, I actually was able to separate the abuse realizing it was aimed at the intrusion of the call, not me directly. i wouldn't have survived as long as I did otherwise. But happily, only did the telemarketing gig for about 18 mos before I was promoted to much better job with the company. That was my goal from the beginning. So to all of you who hate telemarketers, first many of us DO live in the country in which we are telemarketing, second English is our first language, and third, we are nice people doing a crummy job for any number of reasons. Thanks for letting me rant. I'm over it now
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Julie and Eric
Julie and Erica year ago
I did telemarketing – a few times. I was selling a prescription mouthwash and had pretty thick skin but this one dentist said some things that caused me to cry. My fault for taking his hateful words to heart - I should have just let them roll right off. I try to be courteous to everyone on the phone when I ask them to please remove my number from their call list – they seem so surprised, they are actually very nice about it. :-)
Fiona
Fionaa year ago
That's good but many times that isn't my experience. I am courteous too and many of them hang up on me halfway through the sentence "please put this number on your Do-Not-Call list".
Deborah