Advice Please with Airbnb's Conflicting Processes

[Tamara682]

Last year was cake, this year seems to be anything but although I'm not sure how to fix it. So here's my dilemma and how we got here:

In October of last year, I received a very retaliatory review from the only guest I've ever had who was in the process of damaging my unit so I went down and made it clear it was not acceptable (I live upstairs and could hear furniture and bodies crashing against the walls). They are also the only guests I've ever had where I actually heard anything as the walls and ceilings are pretty thick.

Anyway, asked to have it removed and Airbnb said no. Asked again and again they said no.

Then Cheskney said they changed their policy on retaliatory reviews and to ask again. So I have. This time I took the time to quote each violation according to Airbnb policy, then to show how it was violated including date/time platform mail references for easy look up.

They said no but wouldn't tell me how the violations listed weren't violations. So I asked for details, so far they aren't willing to provide.

Also, last week I had to cancel an upcoming booking due to an error on my part. I apologized profusely, sent links to other Airbnb listings that were available and on par with mine, and paid the Airbnb fine of 25% without complaint. It's the only cancellation I have ever done in the entire year my listing has active on Airbnb.

Finally, a party stayed last week who left with a universal, 2 types phone charger from one of the bedrooms and a brand new, unopened big package of makeup remover from the bathroom. She is also a host. I plan to submit for reimbursement and Airbnb's policy recommends I contact the guest first because they will when they get the claim. Ok, fair enough. Makes sense.

Then I get a communication from Airbnb that my listing is at risk of suspension should one more 'issue' be presented and that I should fix the issues.
Well the issues are the one cancellation and the jerk's review. Nothing I can do to fix the cancellation and have done everything I can think of to have the retaliatory review removed to no avail.

The guest I want to claim against has not left a review (and frankly I doubt she plans on it). She is not the communicating type. But we all know that a significant majority of guests who find out there is going to be a damage claim suddenly become motivated to leave their review and they are more often than not, less than 5 star reviews.

So does this mean that as a host I will have to eat all future missing, stolen, broken damages because Airbnb wants the guest contacted first and I cannot get a less than 5-star review or I could be suspended? I asked this question to customer service and there is no response.

At this point, I'm very frustrated and this is beginning to feel like harassment. Damned if I do, damned if I don't. Contact guest if you are going to file a claim, get a subpar review and your benched. But be sure to file if you have qualifying events.

I don't understand why Airbnb is treating me like an enemy. I have a nice place and provide a good service. So, any advice for moving forward without being suspended would be greatly appreciated. No, I'm not going to die or go out of business if Airbnb decides to kill me on their platform. But I've always been very pro-Airbnb and feel loyalty towards them for being my first platform.

I would prefer we go back to liking each other again if that is a realistic possibility. Airbnb should want hosts like me who defend them on social media and provide a 5-star rental. Why are they making it so difficult and how to fix it?

PS - I missed superhost by .1 because of that review so its not like I have a bad history or listing.

Thank you.

[Jenny]

Hi @Tamara682 

Hopefully some of our wonderful Hosts will be along soon with some advice for you.  

I'm going to tag @Mike-And-Jane0, @Pat271 and @Robin4 just to see if they can kick things off with their thoughts.

Jenny

[Tamara682]

Thank you Jenny

[Mike-And-Jane0]

@Jenny I didn't really have any thoughts for @Tamara682 . I think the only thing to do is 

1) Hope this is just a bit of bad luck

2) Accept that a few small things will walk and add $1/night to cater for it

3) Treat claims as you would an insurance policy. Don't claim for amounts under a figure that would, in insurance terms, be the excess or deductible.

[Tamara682]

You know, that's exactly what I thought last year. But after a year, some costs add up and I was tired of it.
I really like your $/night addition to offset those costs.
Thank you - as always, good advice.

Much appreciated.

[Pat271]

@Tamara682 

The rowdy guest, minor missing items, an unavoidable cancellation - one strategy you can use so that you won’t spend your days in frustration and anger is to detach yourself and consider these occurrences just a cost of doing business.

Even though Airbnb touts their Host Guarantee, Air Cover, etc. - those programs are really put in place to give you peace of mind that they are likely to support you in catastrophic situations. It’s rather like regular insurance in that way. Insurance is similarly difficult to receive support and get reimbursed for minor occurrences, and even major occurrences often do not turn out satisfactorily for the insured party. Not only that, but you have to pay premiums, which often get summarily raised after each occurrence. All of Airbnb’s protection offerings are free.

I tend to view Airbnb primarily as a marketing, booking and payment platform, and handle situations such as the above on my own, the way I would if it were a long-term rental. What I concentrate on is prevention, and keeping these things in mind:

- Expect rough-and-tumble behavior occasionally, and try to fill the rental with sturdy, attractive, durable, easy-to-clean items.

- Don’t even broach to the guest or to Airbnb stained towels, missing spoons, or extra messiness that requires additional cleaning.

- Be super-vigilant about making sure to have no double bookings by turning off Instant Book and checking calendars on all of the platforms before accepting any reservation request.

- Set aside a budget for occasional replacements of items such as towels, sheets, chargers, remotes, silverware, toys, games, etc.

- Above all, try to detach yourself. You are having multitudes of strangers in and out of your home.  There are bound to be problems occasionally. In fact, consider that your job is to provide hospitality AND to be a problem-solver. I know it’s hard to do because we are talking about your home, which can quickly feel very personal. But you must work on self-care in this business or you won’t survive.

Also, don’t stress about ratings or your Superhost standing. I have read that many hosts haven’t experienced any loss of business when they have lost Superhost.

Also, just a bit of advice…try to write your review responses professionally and with other potential guests in mind. The guest you are responding to may never even read your response, but most of your potential guests will. They will be looking closely at the way you handle issues, and it may play a large part in their booking decision.

If you run your short-term rental well,  provide what you advertise, and consistently offer solid hospitality, you will be successful. The situation you find yourself in now will become a distant memory.

[Tamara682]

Thanks. Yes, I don't care about Superhost anymore. What I find frustrating, shall we say, is Airbnb's response/lack of to it all.
If they don't want to remove fine -  but give me the courtesy of explaining why so I am educated moving forward.
And if they are going to charge me for a 1st time cancellation AND have absolutely no time involved regarding a replacement stay, they shouldn't be threatening me with suspension.
And there is no way I can "fix" the issues as they've listed. Already tried. It's being threatened when I can't fix it that irritates me.
I also put in a question as to how exactly am I supposed to fix this, and instead they combined the question with the request to remove listing that they were in the process of closing.

I couldn't do business like that - I'd be out of business in very short order.
I do appreciate your advise and will work on the not taking it personally aspect of things.

Thank you.

[Robin4]

@Tamara682 

Tamara, sorry a long answer but you have asked a pretty complex question. 

I am caught between a rock and a hard place here. If I give advice from my experience and how I handle situations I am accused of personal grandstanding, and yet many of the questions here are looking for advice from other hosts personal experience.....it's a no win situation, and one of the main reasons I have stepped back from the CC of late.

Tamara I am sure you are a great host and I am sorry you have had to experience this......it's heartbreaking when you have tried your best to be an outstanding host and get kicked in the teeth for your efforts.

Back in 2016 I watched my one and only 'question and answer' session with Brian Chesky. It was all froth and bubble telling us hosts what an integral part of Airbnb we were and how our backs would be covered come what may......bull*hit!

Back in those day we had a lot less to complain about than we do now. We were given potential guests information up front, we were given a really user friendly guest reservation page that included all guests detail, reviews and a monthly calendar to show where this enquiry or booking fitted into the great scheme of the business I was running..........

We didn't have to toggle from page to page to make our hosting decisions. Programming and support were light years ahead of where they are now.

But we have to be adaptable and work with these changes that are frequently sprung on us.

From the outset Tamara, I have had a great relationship with Airbnb but, I have only ever used them as a booking agency, I have never lodged a claim against a guest, or even challenged a guest when something has gone off the rails. Sure I have had my fair share of damage, breakages and thefts just like every other host but, I realised when I started out it was my responsibility to cover myself, not be sucked in by Host Protection Schemes, Aircover, or whatever it might be called from year to year!

I will tell you why I have gone down this path. 

In most instances if my property is going to be damaged the guest will come to me and offer some form of restitution........

Some time ago a guest came to me all apologetic, she had broken the bowl I keep in the fridge with eggs for each guest. I said to her ….”Roxy, don’t worry about it, it was of no value, I have plenty more here to replace it”….but she said she felt bad and wanted to replace it. I once again told her not to bother, it was fine!

A week after she left, out of the blue, a parcel arrived…….

A new bowl with a $50 note in it. I had a little cry when I saw it, it was so nice but so unexpected.

I could see from the parcel that the postage cost her $15, the bowl must have cost around the same. A bowl that had no value to me, I can’t even remember where it came from and I am sure I could have replaced from the local op shop for a couple of dollars, cost that guest $80.

I felt terrible, I wish the incident had never happened, the last thing I ever want to do is take advantage of someone else.

You can bet the next time Roxy wants to stay here there is no way she will pay my regular listing amount….I have to make it up to her some way!

So Tamara, most guests will be great and want to make amends......if they don't, there is no point in trying to make decent people out of them, they have chosen to stiff you and all it will achieve by confronting them personally or through the Airbnb resolution centre is get you a revenge review which will probably cost you more in future bookings than the cost of the damage.

And a possible protracted compensation claim that, if it is honoured at all may result in a settlement of as little as 10% of the claimed amount! .

Don't expect Airbnb to pick up the pieces, you are running your business, it's up to you to make sure you are fully covered.

I have a short term rental insurance cover but it's only in place to cover catastrophic damage. I have set an excess/deductible of $2,500 which means my annual premium is peanuts! I allow $6 pr guest night which I put into a damage fund and if a guest is going to screw me I just pull the required amount out of the damage fund, put things right and get on with the business of hosting. It only happens on average once every 50 guests and when it does, in my review of that guest, in the box that says would you host this guest again, I tick NO and state "the guest denied creating listing damage and is an unacceptable hosting risk". Airbnb can sort out if they consider this guest to be worth cosying up to from there.

Tamara,  Airbnb are great, they keep filling up my calendar month after month but there are a couple of points you should keep in mind.

1/.......You have to remember Guests make Airbnb money, hosts cost Airbnb money......Airbnb do not want to lose guests so your evidence is going to have to be really compelling for Airbnb to side with you over the guest.

2/.......Airbnb outsource support to private companies like Zendesk who employ thousands around the world to handle customer complaints. These thousands of people are paid on results, they are paid to close tickets, not resolve complaints, so don't expect too much from support. As you have discovered you build up a track record after a while and complaints tend to lead to the threat of listing suspension. You can't win Tamara, seriously, it's better not to become involved 

Tamara I am sorry I am painting a bleak picture here but, I am a realist, I don't expect Airbnb to be my fairy god-mother, All I expect of them is to send me guests.....and they do that particularly well......

 

They do that well for me because, I don't make waves........It's up to me to make sure that odd nasty apple does not send this great train ride off the rails!

Cheers........Rob

[Tamara682]

Thank you Rob for your very straight up reality check. I sincerely appreciate it. You gave me some perspective I was missing. What changed between last year and this year? This year I noticed the 80+ listings from other cities/states that showed up before mine when specifically searching for my city, and my max ppl.

That was the beginning, that's when I felt Airbnb really wants us to fail if we are fairly new and aren't knocking it out of the park every month. And of course, it's just gone down hill from there.

Everything you said (except for your own client experience of course) I knew coming into this business.
I appreciate the reality check reminder. I really needed that.
Does the threat of suspension over items I can't fix and customer services blatant inability to do more than say - nope, no explanation, you don't need one, we have no respect for what you provide leave a sour taste in my mouth?

Yes it does, not going to lie about that.

That said, you're right that it's just business. I knew they were broken when I joined if all the various posts I've seen here and on facebook are any indication. And they provided most of my bookings last year for which I've been very appreciative.

Again, much appreciated.

[Robin4]

@Tamara682 

Thanks for your kind words Tamara, I know how you feel, it's as though the very people we support are against us.

What hurts me.....no maybe hurts is not the right word, what insults me is, 34 of my last 35 reviews have been straight 5 star......5 overall, and 5 in every category and all glowing editorials. The one guest who gave me less than 5 stars is the guest who did this to a set of cotton bed linens.......

Both had mobility issues and one of them must have worn a leg brace to bed and completely destroyed a set of bed linens!!

They were elderly and (in common with most elderly) they do not understand the concept of Airbnb. To them, it is not an accommodation alternative...... it is a hotel alternative without the 'niceties' of a hotel!

Okay, we deal with that Tamara because Airbnb will shut us down if we discriminate against any type of guest in any way.

I go overboard with what I supply for guests to try and emphasise the value that comes with using an Airbnb. I make up for not having a concierge at the front gate with a cheese plate for their enjoyment........

But when this guest who wrecked a sheet-set reviews me, I get this email from Airbnb.......

'But there's some room to improve'!!!!! Tamara that is just plain insulting, there is no other word for it!

But this brings me back to my first post, I can bounce the guest and Airbnb, lodge a claim and have Airbnb say,"well you have had a good run out of that sheet-set, probably time to replace anyway, here's 5 bucks"  and on top of that get a straight up revenge review because I called the guest out.

Why would I do that?

Tamara I just pull the $35-$50 out of the damage fund, get myself a new set of linens and get on with hosting. I haven't hassled anyone, it's just a part of doing business that I allow for in my nightly charge. 

The only ones I am letting down is the hosting community by not waving a big red flag when an undesirable guest comes along!

That's interesting that you say so many listings not in your area are showing up in a search of your area. I just did a general search of Kennewick and all the listing above you were from your general area. You showed up down on the 3rd page in 40th position, using just your max guests filter.

Your rating at 4.71 might not be doing you any favours re placement but, I would suggest, get a bit more activity going on with your listing......add, change a photo or two, get some acquaintances to send an enquiry, it doesn't commit them to anything. Put your price up a dollar or two for a week them move it down again, alter your listing description!

The algorithm that governs search placement responds to.....activity, and the more activity you can have going on, the higher you will show up in search rankings. 

The other thing that might help you is the way you accept guest reservations but this is also a long post as it is so maybe that's for another post another time.

Cheers.......Rob 

[Tamara682]

I appreciate your insight Rob. Funny thing is the 4.71 is because of the exact review Airbnb have argued about. It came 2 weeks before the first review of superhosts and was the only review that stopped that label, and again by .1  point this time.
It is a sore point and since they refuse, and still refuse to explain why when imo I have laid it out for them, my choices are to move on and stfu or leave.
Weirdly, 85% of my bookings came from Airbnb last year. Not so much this year. But I'm still booking and I'm still pulling in 5-star reviews.
Anyway, I do really appreciate you doing the search I complained about. I did it myself again this evening. We have different results. While there are no longer 85 listings before mine from other cities and even a state, there are still some. Enough to make a page or two difference. That's always going to be unacceptable.
My hope is better hosts than I put enough heat on that one that they are forced to change it. It's going to take a plethora of hosts to make that happen.
Yesterday I received another one of those crazy "inquiries" - 5 nights for 1  person. Then the communication says 1 night for brand new traveler with no profile and no reviews.
I have people checking in the day he wants to check out.
I'm not declining. It would be my 2nd decline in 1 year. But I did tell them if the interest is for 1 night, sorry as I have guests checking in same day. (It's a Saturday and I will have to pay my cleaners extra for working on a day they are closed).
But if it's for the 5 nights inquired about it, then I am looking into securing cleaners to accommodate once they have responded with an accurate request (dates/people).
Honestly, I think the entire request is a scam but we'll see.
Thank you for the time you put into responding and offering of advice. I really appreciate it.

Tamara

[Tamara682 · Accepted solution]

I would like to thank you all for your input. It's been very helpful to me and I will take your advice to heart. I'm also very encouraged to hear that Airbnb has fixed the search issue of other towns/cities/states  showing up before all the specific searches for an area show up. That's huge.
So thanks everybody. Your insight makes me a better host!

Sincerely,

Tamara

[Pat271]

@Tamara682  Wow; I didn’t know they had fixed this - good to know! No wonder my bookings have returned to normal.👍🏼