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Popular FAQs

Explain instant booking & benefits/consequences?

Instant Booking is one of the features hosts don’t really have an option with. Airbnb gives you another option where guests can first discuss a booking. But still, you cannot decline if you don’t have a very good reason. And guests don’t like being rejected when your calendar shows availability. And if we cancel the hosts will never keep their status as a SuperHost (see more).

Instant book has two possible aspects:

Guests book immediately. They don’t need to enquire.
It does not mean guests stay instantly. Book now and stay within the next hour. No. We set what’s called a minimum notification period. For example, depending on the home, we set 24, 48 hours up to 7 days notice is required before they can stay. BTW: We also set prep days before and after a booking. We can set one, two days, etc.

Let’s get to the details:

Instant booking means we must ensure 100% integrity of the calendar.
Any verified guest can reserve the accommodation immediately if the calendar shows availability.
Any guest who instantly reserves do this by accepting our rules we set with the owner and the rules (T&Cs) by the booking sites like; Airbnb and Booking.com.
All reservations must be accepted by the owner as he appointed us to do it per our T&Cs.
CapeHolidays don’t check availability with the owner before a guest do an instant reservation.
But what about owner reservations? The owner agreed to first check availability with the agent at all times and only then reserve the accommodation for his own use.
Owners cancelling guest reservations: cancellations carry no owner penalties only if the cause is a major disaster or something out of reasonable control.
Owners ending/cancelling the agreement do it in writing. All current/confirmed reservations are honoured. Any owner not communicating the cancellation of the agreement will honour future bookings. If these are not communicated and/or honoured the owner is liable for penalties.
All websites like Airbnb and Booking.com do instant bookings. This increases the chances of getting reservations. Read about Airbnb Instant Book here.
Instant Booking Objections: Uninformed owners believe instant-book is a way to book riff-raff. Far from it. Airbnb is good but dominating force. (Either you don’t get bookings, or you are aware of their dominance and work accordingly). Instant-book not only works because of the psychology behind it, it also allows hosts to set up triggers to block bad guests with no or few reviews who cannot book instantly. We also can ask the quests to give us qualifying answers. If they fail you can cancel penalty-free. On the other side for enquiries first; if you opt for enquiry first you are looked upon as a judge; do you cancel because of prejudice? People do. You are too fat, too ugly, too white etc. Airbnb, therefore, limits the rejection of non-instant bookings; you justify your case for a non-instant booking rejection; if you reject too many you get kicked off. There are risks in any business. (If the kitchen is too hot don’t become a cook).

Read Why Are You Not Keeping Us Informed On The Pipeline Of Bookings?

What the above means is that everything works extremely well if the agent can ensure 100% calendar integrity. As agents or hosts, we cannot do our business best without instant booking.

Here’s a typical email from a worried owner.

Just one question. With instant booking, how do we vet the client?

I would first like to find out who they are etc. I have heard nightmare stories of houses being let and then the owners not being able to get the short term tenants out again.

Can I opt out of the Instant Booking option?

We don’t ever recommend not using Instant Book.

Obviously, there are risks. We must take the route less likely to bring us in to trouble. But risks will always be there. It’s not an Airbnb issue. It’s the nature of humans. There will always be dudes out there to try and fool us.

Instant bookings are complicated psychological triggers which bring Airbnb etc more money because people are eager to book. Take this away and you get less bookings. Airbnb does not like that. They promote Instant Book. If they have 200 homes in Rondebosch and 100 are instant book they place the instant books on the first page.

Therefore……

Airbnb made it easier to cancel an instant booking that an enquiry. Look at Airbnb using “penalty-free if you’re ever uncomfortable” under instant booking. They must qualify as follows for instant booking:

From the Airbnb site:

Instant Book

Guests who meet all your requirements can book instantly. Others will need to send a reservation request. You can cancel 100% penalty-free if you’re ever uncomfortable with a reservation.

Guests who can book instantly must:

Meet Airbnb requirements
Agree to your House Rules & Expectations
Acknowledge that Airbnb homes can be different from hotels

Guest Requirements

Profile photo

If you turn on this requirement, you’ll be able to see guests’ profile photos after a booking is confirmed, but not before. It’s turned on.

Government-issued ID (Instant book only) It’s on.

Require guests to submit government ID to Airbnb in order to Instant Book. If they don’t meet this requirement, they will send a request instead.

Recommendation from other hosts (Instant book only) It’s on.

Require guests to have recommendations from other Airbnb hosts and no negative reviews. If they don’t meet this requirement, they will send a request instead.

House rules

Suitable for children (2-12 years)

You can decide to restrict guests with children from booking if there are features that are dangerous for children or there’s a risk of property damage. Learn more

Suitable for infants (under 2 years)

You can decide to restrict guests with infants from booking if there are features that are dangerous for infants or there’s a risk of property damage. Learn more

Pets allowed NO

You can limit guests from bringing pets, but you must reasonably accommodate guests that might bring an assistant animal. Learn more

Smoking allowed NO

Events allowed NO

The following is a flexible list of Host rules:

– No Parties allowed
– Pets live on the property during the year but not while you are there
– The pool has no cover and guests take full responsibility for open pool
– No overnight guests.
– No loud noise after 10:00 pm.
– Have fun and respect your neighbours.
– After 6 pm arrival at R350 cash on arrival.

– Domestic worker rules:________

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Cape Town Airbnb Management Agency

Hi Johan here. Welcome. Thanks. Knowing you are taking time to watch is really encouraging. Our Cape Town SuperHost team of memory creators Unhassle AIRBNB Management and Unlock Value For Absent Owners and Hosts like you.

Y ou have read the previous Airbnb Host tutorial articles (here) in the series?

Can I Cancel A Booking & What Happens If I Forget To Report Unavailability?

If the owner ensures the calendar is always correct there is no reasonable-justification, for the owner, to cancel; other than for extenuating circumstance (Acts of God).

Therefore clause 3.3 in our T&CS should never be an issue. This clause, however, will ensure owners who may not have the best intentions stay honest. And is that not one reason for an agreement; to keep the bad guys honest?

The quick answer is you can not cancel any booking. And not reporting unavailability to us for whatever reason has serious consequences.

Here’s the long version:

Risk. As you know all businesses have some risk. Even though these risks have an extremely low probability please take note.

One of the risks is what’s called Instant Bookings. Instant bookings increase the chance for bookings.

When guests meet set criteria they can instant-book. And we cannot cancel as we will face severe penalties. Not only is there a cost involved but we can easily lose our SuperHost status.

When an owner agrees to our terms and conditions we share this risk and must limit it.

We, therefore, must indicate to owners, who may not take this seriously, the risk and consequences.

Let me quote the Terms and Conditions:

3.3 If the OWNER cancels or cannot host as agreed, a confirmed booking, a penalty of US$1500 will be paid by the OWNER to the AGENT and the OWNER will be kept liable for any additional losses incurred by the guest who made the booking and any losses occurred by the AGENT, excluding ‘Acts of God’.

The loss, when the owner rejects a confirmed booking, is not measured only in monetary terms. No. The cost to lose our SuperHost status is not quantifiable.

Booking.Com makes it more difficult.

Booking.com says that if you cancel a confirmed booking, you must find alternative accommodation for the guests. If you cannot they will find similar accommodation, and if the rates are higher then you will be liable to pay the cost to relocate the guest.

Therefore, we, explicitly, share with the owner the risks and consequences of rejecting a confirmed booking.

How often does this happen?

Well, infrequently, but we have had one or two peak only owners who have asked us to market and then remove their homes from the market, without notifying us when it happens. In these cases, we accidentally learned about it. Next time we may not be that lucky.

The risks are low as long as owners inform us of changes well in advance.

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Cape Town Airbnb Management Agency

Y ou have read the previous Airbnb Host tutorial articles (here) in the series?

When is a booking confirmed?

Within 24 of a reservation, you’ll receive an email titled Confirmed Booking. We share the following reservation info:

Name of guest
Dates
Number of guests
Amount to be paid to you.

And the CONFIRMED BOOKING may not be changed or canceled by the owner or CapeHolldays.

Depending on the BOOKING SITE’s T&Cs we may only receive the money one day after arrival.

Obviously, these bookings can be canceled; due to lack of payment or cancellations as per T&Cs.

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What is the procedure? You Currently Airbnb my accommodation while I want to sell it.

Procedure when I want to sell my home while you manage.

An owner may think that it’s easy selling their home while we try and keep guests happy.

Unfortunately, the consequences are not obvious to the outsider. Paying guests will not tolerate intrusions. Never. Ever!

You can ask nicely; they may oblige but deep down they are disappointed when “their home” is intruded upon.

And the one small consequence? A bad review!

We are extremely protective of our SuperHost status (more here), and our nearly 1000, 5 out of 5-star ratings. We will not sacrifice quality under any circumstances.

Therefore, while we manage and market your home, you must be aware of the limitations.

There is a price to pay for this. And it may be better to cancel our agreement than to compromise our commitment to you, your home and the guests with high expectations.

You know the saying:

You can’t have your cake and eat it too…

There is a conflict between your needs to have a rental income and selling your home. Your rental agent must ensure the integrity of the home at all times while the real estate agent wants access now and will do whatever to get access.

We must find a way for all three interested parties to work hand in hand.

The following procedure is applicable while we have a mandate to market and manage your home.

Obviously, if the owner believes it is too restrictive then we need to consider the request.

But if the request limits our ability to ensure guest’s privacy or a third party interferes with the quality (as we have set it up for guests), then we must reconsider the agreement.

Please read this FAQ first for some background info.

The following procedure applies:

The T&Cs indicate that you need to honour all future bookings. To reduce the risk we recommend you limit the availability calendar. For example, you can ask us to open a rolling one month or three-month availability-window. This will, however, reduce occupancy; most people book at least 2 to six months in advance. The further the calendar extends (opens) the higher the occupancy but the higher the risk that the property may sell and the new owner may not want to honour the bookings. In that case, you, the responsible party, will be liable for additional costs and penalties of at least $1500 plus relocating costs.
Any real estate agent wanting to show the home or wanting access to the home can only enter through Agency.CapeHolidays.
At no time will the real estate agent be permitted to enter the home without an appointment with Agency.CapeHolidays.
Never will real estate agents engage with guests.
No real estate agent will have keys to the home.
Should the owner give access to a third party without our knowledge or consent and we cannot resolve the issue amicably the owner has by default cancelled the agreement and must honour all future bookings as per our T&CS.
Agency.CapeHolidays cannot be responsible for the property when there’s a third party with uncontrolled access. Let me be blunt; if a third party has access without our control the risk is too high and we would not be interested to continue our mandate.
The owner may choose to block a few days per month for viewings. But again only via Agency.CapeHolidays.Info.
The owner must notify Agency.CapeHolidays.Info immediately when a sales agreement has been signed.

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Quick Self-Catering Listing Application

Qualify For CapeHolidays Management & Marketing…

Explain instant booking & benefits/consequences?

House rules

Related Reading:

Can I Cancel A Booking & What Happens If I Forget To Report Unavailability?

Related Reading:

When is a booking confirmed?

Related Reading:

What is the procedure? You Currently Airbnb my accommodation while I want to sell it.

You can’t have your cake and eat it too…

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