Airbnb communication with hosts.

[Charlotte41]

Last night around 7:30 there was a knock on my door. “Hi, the young woman said. We are here for your rental.” My jaw dropped. I asked her where she had booked the reservation and she responded, airbnb. I responded;”Well, Welcome, let me show you the house.” As I led them to the rental I thought: “Did I I not see the announcement? Did I erase it accidentally?” Yikes. I got them settled in, apologized for not knowing they were coming and hurried back to my computer. I checked my inbox, trash and spam. No notice from airbnb. However, the reservation was in my airbnb host site. The reservation was made on Oct. 26, the night before around 8:00.

I called customer support. I was told that there was some technical difficultly on Oct. 26 and I was not the only host that never got a notification. The agent apologized and thanked me for being such a great host. As I hung up I thought; “Thank goodness we had not started to repaint the bedroom as we had planned this weekend.” Then what a mess this would be. I wondered if we had done this would airbnb penalize me because of their technical error?

I have been a satisfied user of airbnb for many years with 3 properties in the US and 3 in Mexico. I appreciate the ease of use and the system they have created for host and renter. However, lately I have some issues with their punitive policies. For instance: A renter canceled their reservation. I was penalized. Another instance: on an instant booking the date was off by one day so I had to cancel the reservation since I could not host them for the entire time. I was penalized again. I think they need to have a more lenient and comprehensive approach for their long time hosts with 5 star ratings. If airbnb can experience a technical error ( I wonder how many host were affected by their glitch) and just offer an just an apology, then they owe their responsible hosts a little leniency as well.

PS Along this line I would like to question the policy of reviews. After 6 years with 4.5 and 5 star reviews on a property I had an angry renter ( whose payments consistently did not go through as airbnb reported to me) write a scathing 3 paragraph review that airbnb insisted they need to include. This is not fair.

[Fiona-and-Keith-and-Fami0]

EXACTLY!! When a guest wants to make a change/cancel, I put the ball back in their court. I frequently may help by giving them some direction and/or sending links, or CS number, but rarely do I actually make the change/cancellation for them.

[Jessica-and-Henry0]

@Charlotte41

IMO, just another great example of Airbnb's double standards. It's okay for Airbnb to experience a glitch or two (or more) that affected the calender of hundreds and thousands of hosts & guests, but god forbid if a host made a mistake updating their calendar.

Personally, I don't mind the expectation of high standards...... rather, my problem is that it only applies to HOSTS. Never to guests or even Airbnb.

[Charlotte41]

Thank you. Glad to know I'm not the only one having this experience. 

[Rafael236]

I had my first guest last month and must admit that I did not experienced nothing negative. Now I read these negative comments about guests and I wonder if we, as host, can find solutions to these situation. Are host that post inconveniences with AirBnB services are being contacted and given an explanation about their situations? If this is not the case airbnb should at least contact a host that has had a situation and work on solving the situation. As I have mentioned, my first experience with airbnb was great. I hope and pray that it continues and if a situation arises a responce and solution can be given.

[Fiona-and-Keith-and-Fami0]

Mostly good experiences, but that will depend, primarily, on where you draw the line in the sand: How will you allow people, including those at Airbnb CS, to treat you.

Life is a journey in self-exploration: Hosting merely hastens the experience.

[Renda0]

I am just signing up. I have no idea what the penalities are. Would you please explain that to me? TY Renda

[Cynthia-and-Chris1]

@Renda0

https://www.airbnb.com/help/topic/1032/top-host-questions

[Renda0]

TY... have a great day! Renda

[Brock10]

I never cancel any reservation through Airbnb as a policy. I always make the guest cancel their own reservation. That is the best way to do it.

[Elizabeth495]

Yeah, that’s the way to go, but their are instances where for some reasons host still get penalized, I guess part of a glitch too

[Fiona-and-Keith-and-Fami0]

We’ve never had that experience (>1,000 stays). So definitely warrants a call to customer service!

[Mary-and-Alex0]

I’ve been a host for a year now!  🙂 a Superhost! And I must tell you I have not experienced any system glitches like the ones I read in this message board.  I guess I’m lucky.   I must tell you Airbnb is the best platform.  I’ve had over a 100 guests and although most of my guests are great I’ve had a handful of problem ones but I try to ignore the bad and work through 

[Fiona-and-Keith-and-Fami0]

Yep. With you on this. 

[Charlotte41]

I have been with airbnb for over 5 years and this is a first for me. Just beware if it happens to you. Let them know.

[Oomesh-Kumarsingh0]

@Charlotte41 In order for such incident to happen again with the guests coming at your door step without you knowing that you were supposed to host them is to download the Airbnb app on your smart. You will receive all guests messages directly on the App and trust me it works faster than the email or Sms notifications that sometimes doesn't work. Good luck for the future!!!