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Let’s say, one of your guests may claim that they didn’t receive check-in instructions. How frustrating is this for a host like you? 72.83% of hosts report that they have encountered guest complaints.
There are three common reasons for guest check-in issues in Airbnb rentals. Technical glitches on the Airbnb platform could cause these issues. Secondly, the guest could overlook the notification, or the host could forget to respond promptly to the guests’ reservation requests.
STR Assistance offers Airbnb Virtual Assistants and digital resources to automate and troubleshoot the check-in process. We can help your business grow faster and forever. Let’s proceed with the overview of why guests don’t receive the check-in guidebook.
3 Common Reasons Guests Don’t Receive Check-In Instructions
Worldwide guests are using the Airbnb platform and face various issues when checking into a listing by booking online. Guests on the Airbnb community report hundreds of problems daily.
In a macro sense, the reasons guests won’t receive check-in instructions come down to three core reasons, as explained below:
1. Technical Issues (Bug or Glitch)
Airbnb is a digital short-term rental (STR) platform that connects rental residences, hotels, and furnished houses to its guests for a negotiated period. However, its operating system is not immune to technical bugs or glitches. Common issues include message/email delivery failure, server hiccups, email marked as spam, etc.
These glitches disturb the smooth communication between hosts and guests. Issues arise, such as:
- Airbnb app/email delivery failures: The guest claims no message was received, while the host confirms it has already been sent.
- Automated messages marked as spam: The guest receives the mail or message from Airbnb, but it is accidentally not displayed in the mailbox.
- Outdated guest contact info: The host sent the message to the guest’s outdated contact info provided by Airbnb, resulting in a communication failure between them.
Technical glitches on Airbnb are often challenging to identify and resolve from the user’s end. Airbnb’s technical support members must point out and resolve the issue.
2. Guest Mistakes
Guests lack tech-savvy or sometimes neglect to read the complete information or the rentals thoroughly. This leads them to mistakes on Airbnb reservations and issues at check-in. The most common mistakes that guest makes are as follows –
- Unchecked Massage Section: Guests kept the “Trip” section on the Airbnb guest Dashboard, email spam box, or junk folders. This results in not being concerned before booking that listing.
- Using Third Party Booking: Some guests use unauthorized parties to place indirect bookings on Airbnb without proper communication. This results in no confirmation from the authorized Airbnb communication channel.
- Misunderstanding Place for Instructions: Some guests are new to the Airbnb application and have no prior knowledge of operating it. This can provoke them to misunderstand where to find check-in instructions.
3. Host Communication Issues
Host communication is essential for a successful Airbnb short-term rental business. If you’re a 5-star Airbnb host or planning to become one, you must care about your guests. Maintaining meaningful host communication improves guests’ stay experience.
These are common types of host communication issues that end up disturbing guest check-ins:
Lack of Proactive Communication
The host must act responsibly to clarify the check-in & house rules before the reservation. Because not highlighting information could create issues. This problem will cost you a negative review on your host profile and lower your overall service review. So, rule No. 1 proactively clarifies house policies to guests.
Delayed or Missed Messages
Hosts must manage multiple properties, so you may forget to send instructions or provide incomplete details. These simple oversights cause guests to arrive without the necessary information. Some guests get frustrated and leave negative feedback mentioning poor communication.
Unclear or Overly Complex Directions
Some hosts keep their listing information filled with unorganized details on their property. Or, some hosts can’t professionally handle the deal, making the direction unclear and complex for the guest. This leads the guest to become dissatisfied with the hosting service.
Forgetting to Hit “Send” on Automated Messages
This happens when the host sets automated messages in settings but leaves them unchecked as “Send.” Guests then get no update about their inquiry from the host in the first place. It may cost you the client for your next guest booking.
Poor Communication Channels
Most hosts aren’t concerned about the importance of communication channel management. They change various communication channels for different guest bookings, which could cause a lack of tracking of total guests and their current situations. Using multiple channels simultaneously creates miscommunication issues for Airbnb hosts.
How to Diagnose the Problem?
As a host, you’re solely responsible for any difficulties guests face during their stay. So, you’ve to diagnose the guest issues while checking in. Here are three strategic steps that you should know to figure out the problem. Let’s break these down.
Step 1: Check Your Sent Messages
You should begin by reviewing your Airbnb message history. Otherwise, if you use other authorized communication channels, review them closely. Verify the date and time instructions were sent to the guest.
Also, see whether Airbnb’s system shows the message delivered to the recipient. Check if there are any message errors or failed delivery notifications in Airbnb. Don’t forget to take screenshots as proof for dispute resolution if needed.
Step 2: Ask the Guest to Confirm
If you find your host account and communication channels error-free, guests could be causing issues. So, politely request that they check out their Airbnb app > Trips > Reservation details. Tell them to read the details and information to navigate while checking.
You can also use Email to contact your guests. If they complain of not receiving the mail, ask them to check their spam or promotions folders.
Step 3: Test the System
Use the Airbnb platform to send a test message to yourself, then forward it to a reliable individual with access to it. Go over the check-in directions in the listing and pretend you are a tourist. All smart locks and digital access systems need to be tested. The testing process helps separate platform or access method problems from system problems.
Users can find sporadic functioning problems by testing the check-in procedure. Creating a simulated guest experience allows hosts to gain meaningful insights. Testing digital access methods certifies their correct operation and safeguards against possible problems.
Step 4: Contact Airbnb Support
Contact the support staff if you have issues or system errors with Airbnb’s platform. Distribute all of the material, including screenshots and message copies. Contact the support staff if you encounter complex problems that don’t go away independently. This indicates that the issue is more serious than the host can manage.
According to Airbnb support, users must communicate adequately and submit accurate paperwork in this phase. Through technical support and troubleshooting, Airbnb support specialists resolve platform issues. Airbnb acts as a go-between for disputes between hosts and visitors.
How to Prevent Future Check-In Issues?
Prevention is better than a cure; you probably heard about a healthy lifestyle. You must be ready to provide your Airbnb guests with a more fantastic stay experience. Here are professional tips that you can follow to prevent future check-in issues:
Optimize Your Messaging System
Organize all social channels and Airbnb messaging in a single place. This will help you track each of your guests and respond to their inquiries as needed. A smooth communication system will also keep your guests happy. Professionalism means using email or Airbnb messaging to retain proof of every step.
Use Backup Methods
You can provide specific instructions for guest information in the listing description, continuously improving the guest-oriented approach. Also, creating an Airbnb guidebook using STR Assistance’s templates with a permanent address will promptly guide your guests.
Leverage Technology
Adopt technological tools and techniques to offer a sophisticated experience to your guests. Use smart lock codes with auto-updating apps (e.g., August, Yale) to keep your guests’ stays more secure and enjoyable. You can also utilize Airbnb’s “Check-In Instructions” section (under Listing Details) to add required information.
When to Suspect a Scam or Bad-Faith Guest ?
However, there are many scammers or bad-faith Airbnb guests. They can manipulate or harass you and ask for money. If any guest makes a complaint and asks for refunds immediately or avoids communication, they are a bad-faith guest. You should adopt various safety measures for protection:
- Document everything properly
- Contact the Airbnb community support
- Report the scam guest profile
How STR Assistance Can Help?
Hire Your Airbnb VA From STR Assistance
So far, professional host communication is inevitable for growth in the short-term rental business. If you are juggling your active work and can’t spare time for beneficial management, STR Assistance is here to help. You can get our:
- Airbnb Virtual Assistants: We have expert team members professionally handling guest communication and conflict management. Our Airbnb virtual assistant ensures 24/7 monitoring and guest communication to resolve last-minute check-in issues.
- Customizable Message Templates: Fasten your communication with readymade text templates.
- Airbnb Digital Guidebook: We have customized an Airbnb digital guidebook to ease guests’ check-in issues. You can customize it based on property type and house policies.
Are you looking for suggestions or a free consultation on the Airbnb STR business? Let us know, and one of our team members will contact you.
Conclusion
Understanding the guests’ complaints is the first key to solving their check-in issues. After diagnosis, we can determine the type of problem. This could be a technical issue or a user’s problem. The preventive measures are developing a digital guidebook for guests, providing information earlier in the listing description, etc. You can only solve most Airbnb property rental business problems by building rapport with every guest.
From Bookings to Cleanings and Guest Communication, We Manage It All for Seamless Operations.
We are a dedicated team of virtual assistants specializing in managing and optimizing short-term rental properties. With a passion for simplifying the lives of property owners, our team brings years of expertise in guest communication, pricing optimization, cleaning coordination, and overall property management across multiple rental platforms like Airbnb, Vrbo, and Booking.com.
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