hi and welcome back to my channel I'm Matt the creator of Airbnbuncovered.com
and Airbnb super host on this channel I uncover some of the best kept
hosting secrets as well as share with you everything that I've ever learned
after hosting over 3,000 guests most of my tips tricks and best
practices are for new hosts that are just starting out if you're thinking
about starting an Airbnb you'll want to keep watching because you'll definitely
get a sense of what's involved with being an Airbnb host so then when you do
start hosting you'll be a pro right out of the gate this is the final part of my
three part series on avoiding the worst guess and attracting the best ones in
the first part we looked at why hosting stats are so important and I encouraged
you to get back to guests as quickly as possible so that you'll be visible to
the best guess then in part two we looked at the importance of House Rules
I explained why they're so important and we even went over a few of them I'm
hoping that by now you've downloaded my ultimate guide to avoiding the worst
guess from my website and have copy pasted my must-have rules into your
listing I ended last week's video by encouraging you to create unique rules
that are needed specifically for your unique home and I asked you that so that
you can prevent issues before they arise in this week's video I'm going to show
you exactly how to respond to inquiries and requests in a way that makes
problematic guests shy away from booking with you yeah that's right the key to
avoiding problem guests is to get them to cancel their requests or to never
submit one in the first place but you've got a
towel guess that you're not interested in hosting them in a respectful and
tactful way bear in mind that when messaging over the Internet it's so easy
for tone to get lost I'm sure you've all had the experience of texting someone
only for the reply to come back extremely defensive when he didn't mean
to offend at all so you got to be careful you definitely do not want a
message from Airbnb saying that guests are complaining about how you're dealing
with them if you're like me you try to see the good in everyone and to give
them the benefit of the doubt whenever you can I mean how bad could things
really get and look I don't mean to scare you but guests can be very bad and
you just have to look at some recent news reports to see this but this is why
you need to use the two-step method for avoiding the worst gasps to protect your
home and your business let me give you an example of how I deal with a request
or an inquiry from a guest that I don't get a good feeling about now what gives
me a bad feeling things like no reviews a brand new profile that is mostly blank
or maybe it's a guest from my local area even if that profile is verified I
always respond in one of three ways depending on my comfort level remember a
request is different from an inquiry on a request you get the option to accept
or to climb and on inquiry you get the option to pre-approve or to climb and
that's the difference look there's no need to feverishly write down everything
I'm about to explain in my ultimate guide to avoiding the worst gas which is
available free on my website and linked in the description below for download I
have the exact messages that I send to potentially problematic guests in
addition to my house you can copy/paste and then use these
messages in your hosting business so let's get back to our example where the
guest who isn't giving me a good feeling if I'm reasonably comfortable with this
guest then I politely ask more questions who's traveling with you what brings you
to the city what are your plans while you're here I explain to them that I'm a
strict host with a detailed set of house rules but that they're for the benefit
of all guests because they'll arrive to listing that has been carefully and
perfectly prepared for them nine times out of ten these guests will reply with
something like I completely understand where you're coming from I'd want to
know a little bit more about a complete
stranger before I give them the keys to my house I always accept guests who
respond like this and I try to do it as quickly as possible because these guests
are going to be given now let's say I'm on the fence about a guest not keen to
host them but I also don't think they'll be terrible so I send them a much
stricter and much more direct message I explain that I've had some bad
experiences with guests or with local guests or whatever it is that's giving
me that bad feeling and that these guests have had to pay up to six hundred
and fifty dollars for breaking my house rules I also
highlight some of my key House Rules no parties no visitors to guess some
monitoring systems that I have installed on my home and the need to leave my home
tidy on checkout and this is why you need to have House Rules in place as
soon as possible then you can reference them with potentially bad guess I closed
my message by giving the benefit the doubt and saying that if you're okay
with the rules then I know you'll have a great stay now sometimes I'm like 99%
certain that I do not want to host a guest I combine the questions from the
first response with the strictness of the second response then I take it up a
few notches I want to be very clear that if this guest books my place they will
be under a very severe set of house rules and that there are monetary
consequences for not following my rules I do it in a respectful and a
matter-of-fact way but it's also a way that doesn't make me sound overly
hospitable or accommodating in 95% of the cases where the guest wasn't
planning on following your house rules you're never gonna hear from them again
if it's on an inquiry but if you do hear back from a guest and you do not like
the response then don't host them stay firm and follow your gut feeling rarely
on a request a guess won't respond at all and won't cancel their requests
I save my declines for these situations again I have the exact messages that I
send to guess in my ultimate guide to avoiding the worst guess now let's bring
everything from the three-part video series together remember way back to the
first video we talked about hosting stats and that two of the key ones were
to keep your acceptance rate high and your response time low the two-step
method does this does exactly this first if you're responding to an inquiry
you're probably never gonna hear from a potential bad guest again after you send
them one of the three messages and because you've responded to the guest
your response rate and time will be recorded remember both stats are
only recorded for the first reply and it's not about the back-and-forth
messaging that might come after the fact so respond to the first message as
quickly as possible and if it turns out to be one of the new
guests who has responded with thee now I completely understand where you're
coming from message then you probably don't want to
miss out on a reservation from this guest the second way the two-step method
keeps your hosting stats high is by getting bad guests to cancel their
request that's right I get the bad ones to cancel their requests so when I get a
request and not an inquiry I get the guests to cancel by including in my
reply something like if my hosting style isn't a fit for you then please cancel
your request by getting the guests to cancel their request
I'm not penalized for the decline and I keep my acceptance rate high if I'd
simply click decline right off the bat cuz I'm not interest in hosting with
that Hosting them then my hosting stats would start to decline because my
acceptance rate would be going down and there you have it you now know how to
deal with requests and inquiries from guests that you do not want to host with
a little tact and using the exact messages I send gas you can politely
deal with potentially bad guests without negatively affecting your hosting stats
I do hope that you'll agree you need to have your hosts rules in place to make
this all work and I've really hoped that you'll put my 2-step method to work in
your listing if you do I'd love to hear about it in the comments below
using this two-step method has saved me from hosting literally hundreds of
potentially bad guests and it's one of the biggest
secrets I can share with you the entire method is fully detailed and explained
in my ultimate guide to avoiding the worst guess and it's available for free
on my website I've placed the link in the description down below if you've
enjoyed this video and I really hope you have then please give it a thumbs up and
subscribe to my channel please don't forget to click on the notification
valve so that you'll be notified as soon as I post a new video so until next week
thank you again for watching and bye for now