Post by High Priestess on Jun 16, 2016 3:26:38 GMT
Juliet and Ed shared on NHF March 2015
www.airbnb.com/groups/content/content-122975
Little dilemma....
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This morning (7:30 AM central time, USA) I got a reservation request (not an enquiry) from a man in Switzerland who is new to Airbnb ("Member since April 2015"). No photo, no profile. It's for 2 nights, for him and his wife. He sent it at 0300 AM my time which is 10 AM in Europe. I replied immediately, asking him for a photo and a profile (which is stated in my description as necessary for all guests). It's now 15:44 here and therefore nearly 11 PM over there. He hasn't replied. I am tempted to accept him anyway, because we only get about 3 guests per month, and we have never had any trouble with Europeans. But that kinda goes against my rules. What do you think? (I tried to search for a similar question to this but search just spins, so sorry if this has been dealt with before, as it surely has.)
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Andrew
Andrewa year ago
What I'd do in this situation is decline the booking before the timer runs out, with a message inviting the guest to re-submit the request when his profile meets your requirements. This one has already raised some red flags for you by ignoring the stated rules and failing to communicate promptly - both possible indicators of the kind of guest he'll be.
Reply Like 1 reply•6 likes Delete
Julie and Eric
Julie and Erica year ago
You mean message you again when he's ready to book, right?
Filippo
Filippoa year ago
I myself wouldn't risk accepting someone with no profile
Reply Like 3 likes Delete
Deborah
Deboraha year ago
I myself don't require that the guest have any specific items completed on their account -- but I do ask them to have a photo and verified email and verified phone number. Sometimes if a guest doesn't have one of these I will let it slide, based on other info provided and their communication style, but I always at least ask for all this info. If someone doesn't reply by the time their reservation request is going to expire, I will sometimes accept them, based on the other info and their communication style, or sometimes decline them, based on the fact they haven't provided enough info. If the reservation is on the shorter side, as yours definitely is, only a 2 night reservation, I would be inclined to accept, and just tell him in a message you send with the acceptance, that he needs to add a photo and/or that you will be checking his ID when he arrives.
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Lula and Larry
Lula and Larrya year ago
Oh I am a chicken, I wouldnt accept it. Need more information (assurance) . My 2 cents
Juliet and Ed
Juliet and Eda year ago
Thanks so much, everyone. What I'm going to do is wait just a little longer (maybe he's a night owl?) because hubby and I are about to go out for the evening, and I'll think about it. I see I have suggestions both for and against accepting. I like Deborah's suggestion of what to tell the guest when I do reply to him.
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Rebecca
Rebeccaa year ago
I'm with Andrew on this. Don't be tempted to accept when you're still not sure! It's not worth it. If he really wants the room and is a decent person then he will comply with your request for more information. As an aside, I think this is an example of why we need the 'Contact Host' option back to being more visible on the booking area. It's not easy for new members to see this option and so they end up making a request when really they just want to make an initial enquiry.
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Fiona
Fionaa year ago
This is one of the reasons I have "verified" as a reservation requirement so people have to complete that to book and I don't have to be tempted to override my own rules. I'd probably end up accepting this request as I find a lot of new people fill in their profiles anyway within a couple of days. If the account is anything other than brand new and the profile isn't complete I'd decline and move on.
Reply Like 7 replies•2 likes Delete
Rebecca
Rebeccaa year ago
But would you accept someone who had loads of verification (online ID etc etc) but didn't have anything in their profile, didn't have a photo and didn't message you properly? Personally, I think there's far too much emphasis put on verification. Ok, I can see that if you are renting out a separate property official ID is a kind of peace of mind. But for live in hosts I don't see it. Personally I don't give diddly that you uploaded a copy of your drivers license. Doesn't mean you're not going to be a disrespectful pain in the ass guest. The only thing I go on is respectful communication. If you can't manage to do that you don't get to stay with me, end of story.
Fiona
Fionaa year ago
In answer to your question Rebecca, no. I absolutely wouldn't accept someone with no profile info or good communication. I don't care about the photo. The verification requirement is my minimum standard, not an automatic pass.
Rebecca
Rebeccaa year ago
Cool, Fiona. I raised the question because it sometimes seems like new hosts imagine that the provision of official verification will automatically guarantee good guests. It doesn't. I don't require any official verification from my guests. It's invasive for some people and, frankly, I'm not so sure that the third party airbnb uses for this verification process can be totally trusted anyway. That's my personal choice, of course, and each to their own etc. But like you say, the key thing to getting good guests is communication - nothing else will suffice.
Danny
Dannya year ago
I share Fiona's view here. True, an official ID will not guarantee good guests. Actually, nothing in this world will ever really guarantee the the free agents will stop exercising their free will:) But it is one of the reasons for the guest to be aware of the fact that his disrespect for the rules may have consequences. By specifying in your settings that only the verified guests can book, you are giving everyone else to inquire as much as they want, and you are free to do the same, but you really do not have to decline them at any point of time. Sooner rather than later, the guests who do not comply won't be able to book with you anyway, because your place will most likely be booked by someone else in the meantime.
Julie and Eric
Julie and Erica year ago
You mean they would have to complete the ID verification in order to complete the reservation? Because they could send a reservation request without ID verification.
Fiona
Fionaa year ago
I don't think that's the case JEP. My understanding and experience is a non-verified person can inquire but has to go through verification before they can book. Dragan brings up the idea of consequences and that's where some of the perceived value is for me. One of the stories on the forums right now is about a guy who flooded an entire apartment and damaged the one below. All the host has is a phone number on a prepaid cell phone and the guest left without facing the host after promising to pay for the damage. Yikes. Verification is no guarantee but it sure beats that scenario.
Julie and Eric
Julie and Erica year ago
Right – see my comments below where I tested it out. I agree that verification is no guarantee, and would also suggest that a guest who floods an apartment (what an awful situation) could have a verified ID. Either way, no one has access to that ID information any longer. At least, that is my understanding. Maybe that has also changed, which to me, would be quite scary.
Kimberly
Kimberlya year ago
My peace of mind is better than money in my pocket. I am new also (23 bookings)and never accept guest I am not comfortable with. I have learned not to worry about my acceptance rate since it is MY property and home they are booking. All I have accepted had verifiable profiles and I have had wonderful guest.
Reply Like 1 like Delete
Juliet and Ed
Juliet and Eda year ago
I'm now in for the evening, and see I have more replies - thank you all so much! I also discussed it with my husband (I'm the main person in charge of Airbnb stuff) and he also thought I should decline it. So I'm going to do what Andrew suggested and decline, but invite the guest to re-submit when he has all the info I require. Again, thanks so much! This has been really helpful.
Reply Like 1 reply•2 likes Delete
Rebecca
Rebeccaa year ago
Good call Juliet
I've done this before and mostly they have written back, filled everything out, apologised because they're new etc etc. And you've established a nice communication and it all turns out just fine. If they don't get back - well, you know the answer to that. Bullet dodged!
Juliet and Ed
Juliet and Eda year ago
OK, this is what I wrote to him. (And after looking again, I see he has NOTHING, not even a single verification, just the name of his town). Does it sound OK?
Hi T.........,
As I have not heard back from you, at this time, I have to decline your request because I need more information about you, as stated in my previous message. I need a photo and a profile. I also need some of what Airbnb calls "verifications". This could be your email address, or your phone number. Don't worry, these are never made public, but they will be available only to me, after I accept your booking. I have found in the past that I very often need a way to get in touch with guests.
When you have done this, please re-submit your request and I'm sure I will be happy to accept!
Juliet
Reply Like 2 replies•3 likes Delete
Rebecca
Rebeccaa year ago
Perfect, Juliet. Friendly yet firm Let us know what transpires?
Juliet and Ed
Juliet and Eda year ago
Thanks for your support, Rebecca. I got up this morning, eager to check my inbox (it's now 2 PM in Switzerland). Nothing. Which surprises me somewhat. I hope he doesn't think that he has actually made a reservation!
Danny
Dannya year ago
You say you have a rule not to accept folks without photos or descriptions, but you will break the rule for cold hard cash. What other rules will you break?
Reply Like 3 replies Delete
Juliet and Ed
Juliet and Eda year ago
Well, Danny, seeing that I wrote the rule, I feel I can break it if I want to! However, I was in two minds about doing that, precisely because it would be inconsistent. In the end, I didn't break my rule, I did what Andrew suggested, which is decline, and I wrote them a message (see above).
Kimberly
Kimberlya year ago
Good response Juliet!
Deborah
Deboraha year ago
A guideline or " rule" that one develops for oneself is not something that should enslave us. Most reasonable and common sense hosts will not put themselves in blind servitude to themselves via their own aforestated policies, but will do as they see fit on a case by case basis, employing intuition and taking in all the factors and the whole context of a situation, which is something that rules and laws can never do. And by the way, Danny, your comment about Juliet breaking a rule for "cold hard cash" comes across as a slur on her character and is inappropriate.
Craig & Mark
Craig & Marka year ago
I believe communication style says more than photos and profiles.
Reply Like 1 reply Delete
Danny
Dannya year ago
Ultimately, it is your house, and the decision who gets in always rests solely with you. I am sticking with my rules because I feel that they both protect my listing and its future bookings on one hand, and are fair to all the guests on the other hand.
Danny
Dannya year ago
julie, Eric and Phil
Nope. They cannot send a reservation request unless they are verified. But they can inquire, and they do a lot of that:)
I agree that it is hard to turn your income down, if you look at it superficially. If you think about it, though, you realize that the guests have a potential to damage your property to the point that you have to interrupt your operation, and possibly go through a very expensive and labor intensive repairs. The risk is always there but I am trying to reduce it for all I can.
Reply Like 2 replies•1 like Delete
Julie and Eric
Julie and Erica year ago
Glad to hear they improved that!
Joyce
Joycea year ago
Don't know when that changed... very recently? I've had recent (I'd say within the last six weeks or so) reservation requests put through without verification completed. They can submit, but the reservation won't be complete, even if I approve it, until the verification is done on Airbnb's part.
Heather
Heathera year ago
Actually, I got a really weird reservation request last week (definitely request, asking me to approve/decline), WITHOUT any dates. It was a weird glitch, but I would say it can happen. I did search my calendar and found which dates they were requesting. New user, not verified yet. So I messaged and told him the request didn't come across like normal, asked if the dates I thought were correct, and asked if Airbnb was asking him to verify ID. He replied yes, he was working on the verification and I just let him know that I would wait until the morning to approve and see if the request was more "normal looking." Within an hour his ID was verified and the dates appeared, so I approved. The couple is here now, great guests.
Reply Like 4 replies Delete
Danny
Dannya year ago
You are right. It must have been a glitch. Otherwise neither reservation request nor inquiry can come through without the specific dates. A few of my guests have been having quite some trouble with online ID verification. I corresponded with the Airbnb tech support, and they always helped out. It turned out that online ID Verification is both simple and easy if the scan of your ID is of high quality and if the picture is not blurred. I am now routinely passing this info to my inquiring prospective guests, et voila, absolutely no problems there anymore. Besides, once you have your ID verification it is good for all your future bookings, too.
Julie and Eric
Julie and Erica year ago
I did a test by changing to requiring Verified ID, then making a reservation request from an unverified test account. The host account never received a message, but the calendar is blocked for those days; the test account has received several messages to verify the ID or the reservation request is going to be cancelled in 12 hours.
Joyce
Joycea year ago
Interesting. Thanks for taking the time, Julie!
Julie and Eric
Julie and Erica year ago
More interesting test results - doing it from the full site earlier, I was unable to enter a message to the host, and as a host, could only see the blocked calendar day, no reservation - until it was cancelled by the test-guest, then it showed up as a cancelled reservation. From the iphone app, the test-guest was able to enter a message to the host, which was received as a message only. Again, the calendar was blocked but it is not showing anything in reservations on the host side.
Jane
Janea year ago
I accept guests with verifications even if there is no photo and not much profile info. Many are first time Airbnb guests and so far all have been very good experiences. I do suggest they add profile info and most do. The email enquiry is a good indicator as well.
Reply Like Delete
Deborah
www.airbnb.com/groups/content/content-122975
Little dilemma....
Attachment Deleted
Attachment Deleted
This morning (7:30 AM central time, USA) I got a reservation request (not an enquiry) from a man in Switzerland who is new to Airbnb ("Member since April 2015"). No photo, no profile. It's for 2 nights, for him and his wife. He sent it at 0300 AM my time which is 10 AM in Europe. I replied immediately, asking him for a photo and a profile (which is stated in my description as necessary for all guests). It's now 15:44 here and therefore nearly 11 PM over there. He hasn't replied. I am tempted to accept him anyway, because we only get about 3 guests per month, and we have never had any trouble with Europeans. But that kinda goes against my rules. What do you think? (I tried to search for a similar question to this but search just spins, so sorry if this has been dealt with before, as it surely has.)
14 comments•1 like
Following
Like
Mark
Delete
Hide
Andrew
Andrewa year ago
What I'd do in this situation is decline the booking before the timer runs out, with a message inviting the guest to re-submit the request when his profile meets your requirements. This one has already raised some red flags for you by ignoring the stated rules and failing to communicate promptly - both possible indicators of the kind of guest he'll be.
Reply Like 1 reply•6 likes Delete
Julie and Eric
Julie and Erica year ago
You mean message you again when he's ready to book, right?
Filippo
Filippoa year ago
I myself wouldn't risk accepting someone with no profile
Reply Like 3 likes Delete
Deborah
Deboraha year ago
I myself don't require that the guest have any specific items completed on their account -- but I do ask them to have a photo and verified email and verified phone number. Sometimes if a guest doesn't have one of these I will let it slide, based on other info provided and their communication style, but I always at least ask for all this info. If someone doesn't reply by the time their reservation request is going to expire, I will sometimes accept them, based on the other info and their communication style, or sometimes decline them, based on the fact they haven't provided enough info. If the reservation is on the shorter side, as yours definitely is, only a 2 night reservation, I would be inclined to accept, and just tell him in a message you send with the acceptance, that he needs to add a photo and/or that you will be checking his ID when he arrives.
Reply Like 1 reply•1 like Delete
Lula and Larry
Lula and Larrya year ago
Oh I am a chicken, I wouldnt accept it. Need more information (assurance) . My 2 cents
Juliet and Ed
Juliet and Eda year ago
Thanks so much, everyone. What I'm going to do is wait just a little longer (maybe he's a night owl?) because hubby and I are about to go out for the evening, and I'll think about it. I see I have suggestions both for and against accepting. I like Deborah's suggestion of what to tell the guest when I do reply to him.
Reply Like Delete
Rebecca
Rebeccaa year ago
I'm with Andrew on this. Don't be tempted to accept when you're still not sure! It's not worth it. If he really wants the room and is a decent person then he will comply with your request for more information. As an aside, I think this is an example of why we need the 'Contact Host' option back to being more visible on the booking area. It's not easy for new members to see this option and so they end up making a request when really they just want to make an initial enquiry.
Reply Like 2 likes Delete
Fiona
Fionaa year ago
This is one of the reasons I have "verified" as a reservation requirement so people have to complete that to book and I don't have to be tempted to override my own rules. I'd probably end up accepting this request as I find a lot of new people fill in their profiles anyway within a couple of days. If the account is anything other than brand new and the profile isn't complete I'd decline and move on.
Reply Like 7 replies•2 likes Delete
Rebecca
Rebeccaa year ago
But would you accept someone who had loads of verification (online ID etc etc) but didn't have anything in their profile, didn't have a photo and didn't message you properly? Personally, I think there's far too much emphasis put on verification. Ok, I can see that if you are renting out a separate property official ID is a kind of peace of mind. But for live in hosts I don't see it. Personally I don't give diddly that you uploaded a copy of your drivers license. Doesn't mean you're not going to be a disrespectful pain in the ass guest. The only thing I go on is respectful communication. If you can't manage to do that you don't get to stay with me, end of story.
Fiona
Fionaa year ago
In answer to your question Rebecca, no. I absolutely wouldn't accept someone with no profile info or good communication. I don't care about the photo. The verification requirement is my minimum standard, not an automatic pass.
Rebecca
Rebeccaa year ago
Cool, Fiona. I raised the question because it sometimes seems like new hosts imagine that the provision of official verification will automatically guarantee good guests. It doesn't. I don't require any official verification from my guests. It's invasive for some people and, frankly, I'm not so sure that the third party airbnb uses for this verification process can be totally trusted anyway. That's my personal choice, of course, and each to their own etc. But like you say, the key thing to getting good guests is communication - nothing else will suffice.
Danny
Dannya year ago
I share Fiona's view here. True, an official ID will not guarantee good guests. Actually, nothing in this world will ever really guarantee the the free agents will stop exercising their free will:) But it is one of the reasons for the guest to be aware of the fact that his disrespect for the rules may have consequences. By specifying in your settings that only the verified guests can book, you are giving everyone else to inquire as much as they want, and you are free to do the same, but you really do not have to decline them at any point of time. Sooner rather than later, the guests who do not comply won't be able to book with you anyway, because your place will most likely be booked by someone else in the meantime.
Julie and Eric
Julie and Erica year ago
You mean they would have to complete the ID verification in order to complete the reservation? Because they could send a reservation request without ID verification.
Fiona
Fionaa year ago
I don't think that's the case JEP. My understanding and experience is a non-verified person can inquire but has to go through verification before they can book. Dragan brings up the idea of consequences and that's where some of the perceived value is for me. One of the stories on the forums right now is about a guy who flooded an entire apartment and damaged the one below. All the host has is a phone number on a prepaid cell phone and the guest left without facing the host after promising to pay for the damage. Yikes. Verification is no guarantee but it sure beats that scenario.
Julie and Eric
Julie and Erica year ago
Right – see my comments below where I tested it out. I agree that verification is no guarantee, and would also suggest that a guest who floods an apartment (what an awful situation) could have a verified ID. Either way, no one has access to that ID information any longer. At least, that is my understanding. Maybe that has also changed, which to me, would be quite scary.
Kimberly
Kimberlya year ago
My peace of mind is better than money in my pocket. I am new also (23 bookings)and never accept guest I am not comfortable with. I have learned not to worry about my acceptance rate since it is MY property and home they are booking. All I have accepted had verifiable profiles and I have had wonderful guest.
Reply Like 1 like Delete
Juliet and Ed
Juliet and Eda year ago
I'm now in for the evening, and see I have more replies - thank you all so much! I also discussed it with my husband (I'm the main person in charge of Airbnb stuff) and he also thought I should decline it. So I'm going to do what Andrew suggested and decline, but invite the guest to re-submit when he has all the info I require. Again, thanks so much! This has been really helpful.
Reply Like 1 reply•2 likes Delete
Rebecca
Rebeccaa year ago
Good call Juliet
I've done this before and mostly they have written back, filled everything out, apologised because they're new etc etc. And you've established a nice communication and it all turns out just fine. If they don't get back - well, you know the answer to that. Bullet dodged!Juliet and Ed
Juliet and Eda year ago
OK, this is what I wrote to him. (And after looking again, I see he has NOTHING, not even a single verification, just the name of his town). Does it sound OK?
Hi T.........,
As I have not heard back from you, at this time, I have to decline your request because I need more information about you, as stated in my previous message. I need a photo and a profile. I also need some of what Airbnb calls "verifications". This could be your email address, or your phone number. Don't worry, these are never made public, but they will be available only to me, after I accept your booking. I have found in the past that I very often need a way to get in touch with guests.
When you have done this, please re-submit your request and I'm sure I will be happy to accept!
Juliet
Reply Like 2 replies•3 likes Delete
Rebecca
Rebeccaa year ago
Perfect, Juliet. Friendly yet firm
Let us know what transpires?Juliet and Ed
Juliet and Eda year ago
Thanks for your support, Rebecca. I got up this morning, eager to check my inbox (it's now 2 PM in Switzerland). Nothing. Which surprises me somewhat. I hope he doesn't think that he has actually made a reservation!
Danny
Dannya year ago
You say you have a rule not to accept folks without photos or descriptions, but you will break the rule for cold hard cash. What other rules will you break?
Reply Like 3 replies Delete
Juliet and Ed
Juliet and Eda year ago
Well, Danny, seeing that I wrote the rule, I feel I can break it if I want to! However, I was in two minds about doing that, precisely because it would be inconsistent. In the end, I didn't break my rule, I did what Andrew suggested, which is decline, and I wrote them a message (see above).
Kimberly
Kimberlya year ago
Good response Juliet!
Deborah
Deboraha year ago
A guideline or " rule" that one develops for oneself is not something that should enslave us. Most reasonable and common sense hosts will not put themselves in blind servitude to themselves via their own aforestated policies, but will do as they see fit on a case by case basis, employing intuition and taking in all the factors and the whole context of a situation, which is something that rules and laws can never do. And by the way, Danny, your comment about Juliet breaking a rule for "cold hard cash" comes across as a slur on her character and is inappropriate.
Craig & Mark
Craig & Marka year ago
I believe communication style says more than photos and profiles.
Reply Like 1 reply Delete
Danny
Dannya year ago
Ultimately, it is your house, and the decision who gets in always rests solely with you. I am sticking with my rules because I feel that they both protect my listing and its future bookings on one hand, and are fair to all the guests on the other hand.
Danny
Dannya year ago
julie, Eric and Phil
Nope. They cannot send a reservation request unless they are verified. But they can inquire, and they do a lot of that:)
I agree that it is hard to turn your income down, if you look at it superficially. If you think about it, though, you realize that the guests have a potential to damage your property to the point that you have to interrupt your operation, and possibly go through a very expensive and labor intensive repairs. The risk is always there but I am trying to reduce it for all I can.
Reply Like 2 replies•1 like Delete
Julie and Eric
Julie and Erica year ago
Glad to hear they improved that!
Joyce
Joycea year ago
Don't know when that changed... very recently? I've had recent (I'd say within the last six weeks or so) reservation requests put through without verification completed. They can submit, but the reservation won't be complete, even if I approve it, until the verification is done on Airbnb's part.
Heather
Heathera year ago
Actually, I got a really weird reservation request last week (definitely request, asking me to approve/decline), WITHOUT any dates. It was a weird glitch, but I would say it can happen. I did search my calendar and found which dates they were requesting. New user, not verified yet. So I messaged and told him the request didn't come across like normal, asked if the dates I thought were correct, and asked if Airbnb was asking him to verify ID. He replied yes, he was working on the verification and I just let him know that I would wait until the morning to approve and see if the request was more "normal looking." Within an hour his ID was verified and the dates appeared, so I approved. The couple is here now, great guests.
Reply Like 4 replies Delete
Danny
Dannya year ago
You are right. It must have been a glitch. Otherwise neither reservation request nor inquiry can come through without the specific dates. A few of my guests have been having quite some trouble with online ID verification. I corresponded with the Airbnb tech support, and they always helped out. It turned out that online ID Verification is both simple and easy if the scan of your ID is of high quality and if the picture is not blurred. I am now routinely passing this info to my inquiring prospective guests, et voila, absolutely no problems there anymore. Besides, once you have your ID verification it is good for all your future bookings, too.
Julie and Eric
Julie and Erica year ago
I did a test by changing to requiring Verified ID, then making a reservation request from an unverified test account. The host account never received a message, but the calendar is blocked for those days; the test account has received several messages to verify the ID or the reservation request is going to be cancelled in 12 hours.
Joyce
Joycea year ago
Interesting. Thanks for taking the time, Julie!
Julie and Eric
Julie and Erica year ago
More interesting test results - doing it from the full site earlier, I was unable to enter a message to the host, and as a host, could only see the blocked calendar day, no reservation - until it was cancelled by the test-guest, then it showed up as a cancelled reservation. From the iphone app, the test-guest was able to enter a message to the host, which was received as a message only. Again, the calendar was blocked but it is not showing anything in reservations on the host side.
Jane
Janea year ago
I accept guests with verifications even if there is no photo and not much profile info. Many are first time Airbnb guests and so far all have been very good experiences. I do suggest they add profile info and most do. The email enquiry is a good indicator as well.
Reply Like Delete
Deborah