When an inquiry comes in, several steps should be performed to screen the guest, giving the best chance of having a quality guest stay. If, after research, there are reasonable red flags, the stay should be declined to avoid potential issues. Below are the steps necessary to screen a potential guest.
STEP 1: Check Their Reviews
Good vs. Bad
If a guest has all 5-star reviews and all hosts have good things to say about the guest, then it's obviously good.
If a guest has a rating of 4.5 and one of the reviews mentioned the guest left a lot of trash behind and it was pretty messy, I would consider that moderately bad.
On the other hand, if a guest has a rating of 4.5 or lower and hosts start mentioning things like smoking inside, partying, being a picky guest, or other difficult behaviors, I would consider that bad and probably not accept their stay. Below is an image of a reservation I would NOT accept. It is best to avoid unreasonable guests.
Always Read Reviews
Always read the reviews, regardless of whether they have all 5-star reviews or 2-star reviews. Sometimes hosts give 5 stars, or the average bumps up to 5 stars, yet multiple hosts might mention issues such as the guest smoking inside. In such cases, it might be best to turn down a 5-star guest.
STEP 2: Check Reviews the Guest Left for Other Hosts
Use AirReview
AirReview allows users to click on the guest’s profile to see what the guest has been saying about other hosts. If the guest is seen trashing hosts or being unreasonable, that would be a red flag. The screenshot below shows a guest with all 5-star reviews but leaving seemingly picky reviews for other hosts. This could be a red flag, especially if coupled with other red flags.
Always Read Reviews
As always, read the reviews and check out the other listings to see what the host left as a review. Determine if the guest was being picky or if it was reasonable for them to leave a poor review. If it was reasonable, it might not be a red flag.
STEP 3: Send Screening Questions
Send the Questions
If the guest has not answered the questions from the pre-booking message, copy and paste these questions and send them in a message BEFORE accepting the reservation. If they have already answered some questions, delete and edit the questions accordingly.
Send the following message before accepting reservations:
Hi, thanks for your interest. Before accepting your reservation, could you answer a few questions?
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What brings you to the area?
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Can you confirm how many people will be staying?
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What do you have planned for your stay?
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Have you read our house rules?
Analyze the Answers
If the guest is not answering the questions at all, it could indicate that the reservation should not be accepted. If they are not reading messages and responding, they likely didn't read the listing and do not know the rules.
- Question 1: Concern arises if they say they are local or coming for a purpose that could indicate a party. For example, if they are coming for a bachelorette party and plan to have people over, more questions might need to be asked about their intentions.
- Question 2: If they listed 1 person but intend to have 20, it suggests they plan to have a party. Accurate information is crucial in case anything happens.
- Question 3: Understanding their plans can indicate potential trouble. For example, if they plan to have a bachelorette party at the house, with drinks, hot tub use, and decorations, it might be best to decline that stay.
- Question 4: Confirm that they have read the house rules and understand them, expressing that the rules are taken seriously.
STEP 4: Consider Any Other Red Flags
List of Red Flags:
- Local guest
- Not communicating
- Not answering questions
- Bad reviews
- Left other hosts bad reviews
- Cheap stay
- Last-minute stay
- Mention of party/event
- Asking for discounts
- 3rd party booking (They booked for someone else and are not staying themselves)
STEP 5: Make a Determination
Quantity of Red Flags
Is there one small red flag, like a review that said they left the place a little messy? Or does the potential guest have multiple red flags, like a bad review, cheap stay, and last-minute booking? There is no exact measurement for when to decline a reservation. It is primarily based on the number of red flags and if it adds up to a potentially problematic guest. The more red flags, the more likely they are to be troublesome.
Severity of Red Flags
Not all red flags are equal. A guest that received a slightly lower review because they left some trash behind is very different from a poor review because they threw a party. Consider the severity of the red flags and weigh that with other evidence.
Is It Worth It?
Sometimes, even with multiple red flags, it might still be worth taking. Just because a red flag is found does not mean the stay should automatically be declined. Also, just because they have a red flag does not mean they will be troublesome. Consider if it is worth the risk. For example, if the stay is for $100 in revenue for one night, but they have a bad review and are in town for a bachelorette party, it might not be worth the risk. On the other hand, if the stay is for $500 per night for two nights, it might be worth considering and dealing with any potential damage.
Setting Expectations if the Stay Is Accepted
If they do have red flags and the reservation is accepted, be very upfront about expectations. For example, if it is a bachelorette party, send a message to the guest stating that parties and events are not allowed.
Questions to Consider:
- Do they have a lot of red flags?
- Are their red flags really bad?
- Are their reviews reasonable?
- Is the booking worth dealing with potential issues?
- Should the reservation be accepted but with clear expectations?
- Should others be consulted for their opinion?
