Compiled Responses for Guest Communications

Reservation Details

The following are possible questions raised by guests before/during/after stay.

Reservation details? (Check in/Check out time, payment breakdown, number of guests)	You can see the info you need on your reservation details here: Airbnb.com/trips
Asking for Address	Airbnb will send you the address a few days beforehand. Kindly check the previous message we sent you about check in details, the address is provided there.
Pricing questions	You can click through the booking process just until the price is showing. Once everything is good to go, you can click to reserve.
Checking location or distance	(Just use Google maps for the location or distance of their target activity/visit.)

Security Deposit

The following are possible questions raised by guests about security deposit.

Not aware of SD	I understand, however Airbnb made some changes and we decided to do it. You can check more information on the first message sent.
SD-not before from any Airbnb property	It’s something that Airbnb changed not too long ago and I expect to see more over the next few years.
Where was SD mentioned	You can find it mentioned on the listing’s house rules, under the “Things you know”. And it is on the check out page when you booked.
Is SD included in the total I already paid?	The $___ you paid is the reservation plus the cleaning fee. You can check the breakdown here: www.airbnb.com/trips. The security deposit is different. It is necessary and a requirement before the access code will be provided for your check in. You can check the previous message to know more about it.
Guest asking to waive SD	We can totally understand where you are coming from, however being that we are clear about it on the listing and on the check out page; and for the sake of staying consistent and being fair with all guests, we kindly ask to follow the norm.
Afraid to use a different site for the SD payment	I totally understand. But don't worry because the security deposit site is secured and safe.
Refund/release of SD	It usually takes 7-10 business days, depending on your bank.
Any reason that SD will not be refunded	It is very rare that we do not refund it and when we do, it’s usually clearly neglect or carelessness on the guest’s part or willful violation. It almost never happens.
Collecting fees outside of Airbnb	https://www.airbnb.com/help/article/2827/collecting-fees-outside-of-airbnb
I dont have money to pay security Deposit	Make use of how much they have and request via resolutions center,

Check in/Check out Requests

The following are possible responses for early/late check in or check out requests.

Check in/Check out Requests	We do allow arrangements for check in/check out. However, we can’t do it at the last minute. It needs to be arranged beforehand. We consider the cleaning time of 2hrs and the possible booking. Please take note that there is an additional fee for it. One hour early check in or one hour late check out is $20. Two hours, it will be $30. Pay here: www.airbnb.com/resolutions
Early check in within the day	Apologies/So sorry but I don’t think it will work for the early check in since it is last minute.
Guest asks to pay for SD via Airbnb	Unfortunately about half of Airbnb support is not up to date on this policy which can be frustrating for the guest and the host. So since we were clear from the beginning prior to booking, after booking, and until now we kindly ask you to do what was agreed upon at the time of booking If you wish to cancel we understand.

Additional Guest/s

Please note that every property has their own limit for the number of guests. Kindly check Uplisting for the information.

Additional guest to stay / visit	(First check Uplisting to know up to what number of guest do we start to charge extra) * An additional $20/$30 per guest to stay. $15 for guest just visiting. If unsure, ask Elam for the charge.*
Reached max number of guests	That’s more than the number of maximum guests for the property. We can still allow that, however you need to know that it will be tight. Are you good with that?

Amenities / House Rules

Kindly check Uplisting and Airbnb for the list of amenities and House Rules per property.

Parking Space	(You can check the link that is included on the Check in message for parking instructions) Sorry there is not a specific spot for you but there is either a garage or street parking close by.
Netflix Access	The Netflix app is on the tv but you would need to login with your account.
Cigarettes / Smoking	The No Smoking Policy applies to the interiors/inside the house. We do allow smoking outside the house. Just do not leave ashes or cigarette butts please.
Firewood (Woodsy gateway property)	You can purchase firewood in Walmart, as well as Ace Hardware, which is 10 minutes away. Please do not use any wood from the property. Thank you!
Coffee / Coffee Maker	What we have is drip and we do provide coffee.
Fireplace (Cindia Ln)	The fireplace in the living room isn’t electronic and you’re welcome to use it. The stoves in the entry and the library are not in use right now. To operate the fireplace first check to see if the chimney lever is open. There’s a lever inside the fireplace up in the chimney that opens the chimney so the smoke can go out instead of coming into the room. We usually keep this open but I haven’t checked it recently so I don’t know if it is or not.
AC not cooling	Since it has been getting so cool at night, we took the ACs out for the season. Would it work to open the windows a little. That usually helps cool it down. Some guests would request for a fan, just inform Elam.

"Your reservation couldn't be completed. We implemented restrictions that prevent guests from booking certain last minute reservations associated with higher safety risks (such as unauthorized parties)."	Airbnb does that for local people. There isn’t really a way around it. But we can just have you book with us direct. We have done it quite a bit that way. Please text me at 717 940 9127.
Age of the person booking	We are more concerned about maturity than age. However, can you provide your age?
Person booking not sure on the number of guests	You can proceed with the booking. We can always make adjustments later.
Person booking did not put the name/details of the guests	No worries, as long as the number of guests is correct, then we’re good to go.
Romance Package inclusion and pricing	the romance package includes the following: 1) special handpicked local treats 2) special relaxation stuff 3) special event decor (birthday, anniversary, etc) 4) one other surprise All this for $99.