Airbnb Crash and the Importance of Collecting Guests’ Direct Contact Details

Airbnb website was down last night, 9th January, 2020. According to Downdetector, Airbnb crash incidents is not limited to this single one. The website experienced outages and problems on 5th and 13th December due to maintenance or technical issues, who knows?! No matter what, the consequences of Airbnb site crash can impact both ends of the host-guest spectrum.

Imagine a newlywed couple heading out to their Airbnb cabin to set out their honeymoon journey to be remembered for a lifetime, and all of a sudden all connection with their host is lost, and they wind up wandering around worrying how to check in. Booking confirmation, check-in and check-out instructions, reporting maintenance issues, payments and all related issues will be impacted following Airbnb crash of whatever sort. As a result, as a host you will be left with a swarm of complaints you could easily avoid and use as a competitive advantage or a unique selling point had your guests’ direct contact details, what Airbnb fails to deliver to you.

Airbnb Email Addresses

According to Airbnb, in order to “help build trust, fight scammers and protect your personal information,” they create an anonymised, temporary email addresses for both the host and the guest once a reservation is made. This way Airbnb also makes sure the chances of receiving direct bookings through the host’s website are minimised to the slightest degree. Quite an ingenious scheme to kill two birds with one stone, right?!

But what if you, as a host, could take the initiative and change the rules of the game? This time around, contrary to the past, you can get your hands on your guests’ real contact details whether they make a reservation on Airbnb or on other OTAs and property listing websites. Good news is not only being able to contact your guests during Airbnb or other platform outages, but also possessing a sought-after database of real email addresses to marketing purposes. You wouldn’t want to let hard-earned money slip through your fingers again and again in the form of commissions to Airbnb and the rest of OTAs.

 So, what can be done during Airbnb crash?

Zeevou’s 5-Step Booking Confirmation Process is designed in such a way to ensure GDPR-compliant contact details collection, what each and every one marketers in the industry desperately look for! Guests receive a copy of the booking information, and are invited to make any corrections or additions as necessary. Any forwarding email addresses provided by OTAs or booking agents are hidden, and the guest is asked for their real email address. They are also prompted to provide an estimated time of arrival, and to opt in to GDPR marketing. If the person who has made the booking is not the one who will be staying on site, then the main guest’s details are also requested. Moreover, this step allows you to ask whether it’s a Leisure or Work booking.

You would never leave the fate of your vacation rental or hotel business to luck, or worse in the hands of industry giants like Airbnb! So, why not play by your own rules and join Zeevou, the Direct Booking Revolution, in 2020?

How to Collect Guest Email Addresses

Are you wondering how to collect guest email addresses? Why bother? You can message them directly through the app of the site they booked through, right? Not quite. Keep reading.

The Importance of Collecting Guest Email Addresses

Ping – a new booking has come in through Airbnb. We all love that sound. Payment taken care of. Sit back and relax until arrival date. Airbnb sorts it all out for us. How nice. Or maybe not quite? Have you ever wondered why Airbnb conceals as much as possible in way of contact details of your guests? You’re surely aware that all you get sent is a forwarding e-mail address that usually ends in “@guest.airbnb.com”. Booking.com adopts a similar trick.

While this is all done under the guise of safety and preserving anonymity, there’s probably an underlying reason. And that is the power of data. If the booking site keeps your guests’ contact details to themselves, they’re effectively not your guests. The guests will, very likely, just book through the booking site again, even if they are looking to stay at your property as a repeat guest. If you are trying to increase your direct bookings, it is imperative to start thinking about how to collect your guests’ email addresses. Once you decide to do so, the next step will be to try and automate this, so that it does not take up any of your precious time!

How to Build Up your Marketing List

OK, great. we could convince you. You’re going to take a deep breath and have a nice chat with every guest. when you go to check them in with a Meet & Greet. You could ask where they are coming from. Or perhaps, what they’re in town for, and, once you’ve made friends, what their contact details are. Except for – hang on – what if you’re a single bloke and it’s a young lady staying? That might not go down too well. And, what’s more, you actually let people check-in by themselves, so doing a Meet & Greet just for this seems like a lot of extra work…

Well, perhaps it’s best to contact them before arrival, or even at the time of booking, and just ask them for their contact details upright to collect guest email addresses. But how are you going to keep track of it all? Perhaps you could use a spreadsheet and record them there. Alternatively, you could use a Google Form and send the link out in the booking confirmation email. Why not be even smarter and sign up for a free Hubspot account so you can arrange things even more neatly in there? That way you’ll be able to easily follow up with your customers in the future. But, hang on, that makes it the third form that your guests have to fill in! Plus, Hubspot won’t tell you where or when they stayed, or how much they paid, or whether they’ll be coming back again!

Automating the Collection of Guest Email Addresses

So, is there a neat solution? The answer is, it depends on whether your channel manager or PMS can handle this for you. For example, Zeevou Book‘s unique 5-Step Booking Confirmation Process fully automates the collection of guests’ email addresses. Zeevou identifies hidden email addresses of guests in OTAs websites. While it uses the forwarding address to send the guest an initial email, the forwarding address is hidden from the guest when they are shown the details that you hold for them. There is an obligation in Zeevou for guests to provide you with their real e-mail address. It helps you to update your record. To help ensure compliance with GDPR requirements, Zeevou also enables you to collect consent for future marketing from guests, allowing them to unsubscribe from any marketing emails sent through Zeevou.

To find out more about Zeevou’s features, you can request a Free Demo by clicking here.