AirBnB -- helpless helpdesk

[Robert5136]

So,  For the very first guest of our new AirBnB property, we had a nightmare.  The "guest" did a same day reservation for 2 and showed up with 8.   Long story short, all rules violated (smoking and vomiting included) marks all over the walls and they checked out late (and stole 4 towels).   And AirBnB has been completely useless in assisting me to get the guest to pay.  Instead, when I try to review the guest,  it gives me a 404 error... and when I ask AirBnB they indicated he is under investigation.  Meanwhile -- I have NOTHING fixed cleaned or reimbursed.  What a NIGHTMARE experience for our first guest and we are now contemplating leaving AirBnB altogether.    any thoughts?  Is this truly an anomaly and we only had bad luck??    

Since I can't review him -- avoid Charles from Columbus!!! 

Any recommendations for this newbie -- (Btw -- I now require a Deposit -- good or bad? - since airbnb is helpless not sure what else to do )

[Lorna170]

@Robert5136  So sorry that you had this experience.  Unfortunately, it is likely to happen to new listers.  As you are a 15 minute walk from OSU, you are going to attract the younger party set, especially with 4 bedrooms, foosball and advertising accommodations for 8 guests.  Personally, I would not accept any reservations made less than a week (or more) in advance.  Same day booking is a BIG red flag for me.  Who is your ideal guest?  The football loving alumni group, Mom and Dad with younger siblings visiting college-age child, or the frat house that needs a hook-up space?  

As to the deposit, Air does not actually charge it or collect if from the guest at booking.  I believe that you have to submit a claim to Air prior to the next guest checking in, Air has to accept your claim and agree to charge the guest "deposit", and then the credit card on file is charged.  (Once charged, the guest then calls their credit card company and has the charges reversed.)   

I hope your future bookings go well; you have a lovely rental.

[Justin1189]

Sorry about your experience. I have been hosting for five years and just opened a new property.  Unfortunately for new years had three nasty guests who trashed my unit and smoked everything imagined in it.  Was in tears when I saw my hard work just thrown away like nothing.  We did get back something from Airbnb and they have been banned from the platform.  They were only three of them staying there so it's wasn't just a lot of people that caused it.  My advice would be don't have instant booking as available to people without other recommendations from other hosts.  Then you can screen a bit better to make sure they are a good fit.  It's going to happen eventually but you can try to stop it from happening again and again.  

[Ann72]

@Justin1189  I'm really sorry that happened - was it at The Dobbs?  I love your color palette there!  I hope you don't get any more guests like that.  Why do they prey on new listings?  

[Colleen253]

@Robert5136 So sorry you've had this experience and learned the hard way that Airbnb offers little to no support to hosts when things go awry. The name of the game here, especially on this platform, is prevention . Other platforms do support hosts a bit better, but it's still always going to be down to prevention. You need to put measures in place to prevent guests like this from getting in the door in the first place, and if they get in despite your best efforts, have a plan in place to get them out immediately.  

[Pat271]

Robert, although you will read countless stories of this nature, it is an anomaly to have guests like this when you look at percentages.  I would say 90-95% of guests are fine.

Having said that, there are things you can do to reduce the odds of getting less-than-desireable guests, which @Lorna170  has outlined nicely. Brand your property to attract your Dream Guest.  It doesn’t always work perfectly, but in general you should try not to be a magnet for the riff-raff. 

Also, this time of year attracts more holiday revelers.  My housekeeper says that during the holidays, she has her worst cleans. So be especially vigilant about which guests you accept, especially on short notice.

[Ann72]

@Robert5136  Uugghhh!!!  So you went to the guest for payment first?  Any word back?  If he won't answer or refuses to pay, put it through to Airbnb, before the next guests check in.  Actually, the two boxes you need to tick, or they won't pay, are 1, ask the guest, and 2, do it before the next guest checks in.  If you skip the first step and/or are late on the second, you won't get reimbursed.   Also - you say "nothing has been fixed or cleaned."  You need to do that right away.  Either Airbnb will or won't reimburse you, for all or part or none of it, but things still need to be taken care of.  And if you fix or replace something, you will have a receipt to put through in the claim.  Airbnb loves to see that you've already spent the money in the right place.

It wouldn't kill anyone if you raised your price, either.  $167 for 8 people is less than $21 a person.  Even the $127 for 4 people is less than $32 per person.  Are there hotel rooms that cheap?

[Melodie-And-John0]

@Robert5136 , so sorry to hear Robert, thats not the norm at all but every property has its own challenges and as @Lorna170 pointed out, college parties could be yours.  There are ways to discourage that type of guest and as others have pointed out they vary in approach's from listing style, pre screen before accepting, pricing, limiting instant availability and last but not least, if you don't live at the property, at least stop by and introduce yourself and put a real face and voice as Inn Keeper (preferably before they are settled in).   Good luck and stay well, JR

[Emilia42]

@Robert5136 

"a same day reservation"  is the biggest red flag for me here. I stopped last-minute reservations years ago. Not much good comes from them.

[Robert5136]

Thanks all! Both reassuring and helpful 

[Helen2454]

Yes I never, ever take same day bookings. This is our home and space and our cabin a a little treasure on our property. You will soon become good at gleaning from your exchanges whether people are a good fit as guests and whether you place is a good fit for them.

Also check your refund policy. We have "strict" now.

I am a "superhost" and I can say that AirBnB support has changed.

I now get messages in the middle of the night - never during reasonable business hours. The helpdesk person never seems to read and comprehend the issue... it's become quite weird. ALSO they have made HUGE changes to insurance coverage. That expense is now covered by us the hosts which has made it nigh impossible to risk renting over winter due to insurance compliance issues. So - you are not alone! Global company, great app but makes bundles money from our hard slog! so it would be nice to have fast accurate help.