clarifying an incorrect reservation request and effect on response time

Answered!
Erin109
Level 2
New York, NY

clarifying an incorrect reservation request and effect on response time

Hello - I have a guest that is requesting to book for 3 pax, but has only indicated one on the reservation request. We charge a bit more for the 3rd guest so this needs to be fixed. I wrote her back to explain this but she's in a different time zone so I dont think I'll hear back immediately. In the meantime, even though I responded to her request (but I have not yet accepted it, due to reason noted above), AirBnB is treating it as if I havent responded at all and my overall response time is increasing - plus I'm getting those annoying robot texts from AirBnB telling me my response time is going to be affected if I dont respond to this guest ASAP. So are my only options to accept her even tho the request is wrong and I will lose money; decline her altogether; or just watch as my response time goes bad jsut b/c of a guest's booking error? Doesnt seem right!

Thanks for any help

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1 Best Answer
Helen3
Level 10
Bristol, United Kingdom

 

 

1. Decline and ask her to send a booking request for the right number of people

 

2. Accept the booking for one and then go into the booking and change it to three and send her the change to confirm before she arrives.

View Best Answer in original post

3 Replies 3
Helen3
Level 10
Bristol, United Kingdom

 

 

1. Decline and ask her to send a booking request for the right number of people

 

2. Accept the booking for one and then go into the booking and change it to three and send her the change to confirm before she arrives.

Thanks!

You can also send a Special Offer.  Once you do that, the response time countdown stops.  The guest then needs to respond.  If the guest accepts, you can then do a reservation change to 3 people and refund the extra person fee included in the Special Offer.    

https://www.airbnb.com/help/article/801/can-i-make-changes-to-a-pending-reservation-request

https://www.airbnb.com/help/article/35/how-do-i-send-a-guest-a-special-offer

https://www.airbnb.com/help/article/1505/can-i-change-the-price-of-a-pending-or-confirmed-reservatio...