Airbnb Host Desperately Need Help

[Hadrian1]

Hi. I am a super host with over 4000 reviews.

I am a professional host and I make a living by managing Airbnb rentals.

It has been a hard year for everyone, especially when you make a living from Airbnb.

The worst part is, Airbnb supposed to be your ally and assist you. But Airbnb reps only listen to the guest and never even gave me the opportunity for a fair trial. I have requested to speak to my supervisor many times, and never got replied.

I give you few examples:

1. A guest claimed that he got bit by bed bugs in my home. The guest submitted a doctor's note to Airbnb showing that the guest got bit by an insect. Without consulting me, the guest was awarded a full refund and my listing was deactivated. I had to call the pest control company to provide an inspection (at my cost) and show that my property is clear from bed bugs and insects. But regardless, the guest has been fully refunded. The guest could have gotten bit by anything. An insect bite can be fleas, ticks, mosquitos, and the guest can bit anywhere, in the park, on the grass, etc. It is unfair that the guest got a full refund by this allegation.

2. A guest book a room for his son. The son used drugs in our home and invite homeless people to the house. We got threatened by the homeless/criminal that he does not want to leave. We called the mother who is in another country. The mother apologized and admitted on the AIRBNB APP that the son has a substance abuse problem. We had to call the police and change all the locks in the house. We submit a resolution request for damages two days later which the mother refused to pay. We escalate the matter to Airbnb and Airbnb replied: because we accepted other guests in the house it was hard to determine who invited the homeless. For that reason, the reps say it is against Airbnb policy to claim the insurance. The rep then closed the case. Once your case is closed, you can not even communicate with the rep anymore. It is unfair and the denial excuse does not make any sense. The mother admitted all fault that was done by her son on the Airbnb app.

3. A trans woman booked to stay in our home. This person invited unauthorized guest, smokes marijuana inside the room and smell the whole house, get drunk, pee on the floor, and start being hostile, and much more. We called the police but the police will not remove the guest until the reservation got canceled. We called Airbnb and I was put on hold for over one hour and thirty minutes and the call got disconnected. We called Airbnb again, and the support ambassador could not help unless putting us on hold again until a case manager or someone from trust and safety team picks up the phone. The immediate action that the support ambassador could do is to do cancellation by host. Because the situation with the guest escalated and the police could not act until the reservation got cancelled, we had no choice to agree. We prioritized our safety and the other guest's safety. The guest was refunded in full and our calendar was blocked. To put more salts to the wound, the Airbnb rep contacted us because we call the guest with the pronoun "he", we discriminated against a Trans Woman and my account is being noted for violation. This person has a male gender name, masculine look, and in the heat of argument we call her by "he".  I tried to explain to the rep that I am a gay man and we don't have any intention to discriminate. I ask the Airbnb rep to consider the whole situation and he replied essentially say it does not matter what the guest did nor how she behaved in the house, but the fact that we mistakenly call him by a he was enough for us to be penalized. 

4. A guest claimed that our room has an odor. The guest contacted the Airbnb rep asking for a full refund after 5 night stays and the Rep immediately sent us an email saying that we are in violation for not providing a cleanroom. I told the rep why did the guest had to wait for 5 nights and then ask for a refund? We asked if we can go to the room to check the source of the odor and the guest refused. We have 5 stars average rating in cleanliness. The guest has 0 reviews. I asked the rep to be fair to us and to our reputation history. The rep replied cockily that we are in violation and that his decision was final. I told the rep if the room truly has an odor why are we not allowed to check the room? The rep then added a new allegation saying that we lied about our amenity and that we did not provide internet service. I said that is not true. I sent a screenshot of our internet speed. I also ask the rep to contact our other Airbnb guests in the same property to see if they can connect to our wifi. No one has an issue connecting to our wifi. We offered to help the guest connect to the wifi in which the guest refused. If the guest truly has a wifi issue, why are we not allowed to help? But regardless, Airbnb noted our account again for violation in cleanliness and no internet. I requested to speak to a supervisor, and until today, no replied.

I have much much more stories where we, the host, with over 4000 reviews and have hosted 6000 guests treated like garbage by Airbnb reps. Every week a new insult and humiliation by Airbnb reps. Airbnb rep continues to become our prosecutors and the judge. The host is not given a chance for a fair trial. Airbnb reps can simply close the case and your communication stop. I have advocated for Airbnb. We are a responsible host that follow the law, respect our neighbors, and only try to make a living. I don't understand why Airbnb treated us so poorly.

I am desperate. I have multiple jobs, and my primary income is doing Airbnb. But there is only so much more I can take from Airbnb reps. Thank you for reading my post. Please if you know anyone that can provide justice to me, please let me know. Thank you.

[Sarah977]

@Mary419 I think that is because there really is no agenda aside from raking in the service fees and collecting interest on all the guest money they hold onto until hosts are paid out. All the rest is just damage control and PR. It's a sad state of affairs.

You know where they need a team of psychologists? In CS to deal with host/guest disputes. Expecting 22 year old CS reps to make fair decisions as to whether a guest deserves a refund for some complaint, when those kids have next to no life experience or understanding of human nature is ridiculous. Someone with psychology training could see right through a guest who was lying in order to get a free stay, and would know the right questions to ask to determine that.

[Hadrian1]

@Mary419

Hi Mary, I could not agree more. There is extreme stress from being a full-time host.

- Managing vendor for repairs

- Managing cleaners to make sure standards are met.

- Making sure guests are happy. Guest's expectations can be very unreasonable. I don't see why they ask us the host for things that they will never ask at hotels.  For example, guests can be mad at me for not allowing them to store their bags while they go to Las Vegas for few nights.

- Assisting homeowners

- Managing good relationships with the neighbors

- Advocating Airbnb / defending Airbnb on local legislatures hoping for a fair law in Los Angeles.

But Airbnb clearly does not understand the stress of the host. Airbnb failed to train its reps properly. 

Airbnb failed to provide support to the host in a timely manner. I truly wish another key player in the home-sharing industry will come to play and challenge Airbnb's dominance. Maybe only then they value their hosts.

[Melodie-And-John0]

@Hadrian1   "Airbnb failed to provide support to the host in a timely manner.".  Thats where the rubber meets the road in the hospitality business isnt it?   Timely is the most important part of that statement.   Can you imagine if you went to a 24 hour casino, won money but couldn't cash it out until the cages opened in the morning?  No, that would be ridiculous, almost as ridiculous as  Hosts not answering guests questions or addressing their concerns in a timely manner, thats also ridiculous and certain death blow to our business, our reviews would be found in a s4it spreader and nobody would book us.   Yet Airbnb went from a 24hour instant support chain staffed with experts to waiting hours, days and weeks for what often turns out to be a very poorly considered and inadequate solution or hand off to someone else that cant help! 

The fix is easy, unless they literally fired everyone, someone must know the recipe for the CS help line that worked a couple years ago, find that person and let them rearrange and refocus the CS Teams to what is most important to Inn Keepers-  "support to the host in a timely manner", simple and easy!!!!!, Stay well, JR

[Mary996]

Ok lets suggest that @Mary419 ... its a brilliant idea xxxx

[Nick]

Hi @Helen350 @Sarah977 and thank you for your contributions to this thread.

Unfortunately, some aspects of your comments in this discussion seem to be lacking in empathy and respect. 

As you know, we are trying every day to keep this community a place for hosts to positively and constructively support each other and for the CC to be inclusive to all. We welcome respectful debate, but Airbnb does not support discrimination of any kind, so please try to avoid making sweeping generalisations and try to relate to others in a respectful way. Someone’s age or gender identity is not what defines their ability to do their job or how they behave as guests, and focusing on these aspects does not add any value to the conversation. 

We don't want this to be a space where people feel threatened or devalued because of their opinions, identities, beliefs, or age, so please try to keep this in mind moving forward.

@Hadrian1 I’m so sorry to hear that you have had these issues with Support. Thank you @Clara116  for tagging Catherine here; we have already flagged this with Catherine and her team and once we have more information we can come back to you.

[Clara116]

@Nick thanks so much Nick..... blessings, Clara

[Sarah977]

@Nick Excuse me, but where did I say anything discriminatory regarding another poster's or guest's age or sexual orientation? If you are referring to me saying that a 22 year old CS rep doesn't have the life experience or understanding of human nature that a psychologist would, that is hardly discriminatory, that is fact.

Would it be age discrimination to say that a 5 year old isn't capable of cooking dinner for the family?

And that comment had nothing to do with being disrespectful to anyone on this forum.

[Hadrian1]

@Nick Wow, I can't believe I got an admin to respond. I think this discussion is working. Thank you. I am really looking forward to speaking to someone @Catherine-Powell here seems to be the key person that can make a difference. I hope she replied soon.

But Nick with all due respect to you but I think your reply to @Helen350  and @Sarah977  is part of the issue. You as an admin holds the power to block someone perhaps. You have the power to shun both Helen and Sarah because they have a different opinion than you. Your opinion says that they are lack empathy and respect. I am on the other hand, somehow, when I read their message I got the complete opposite. I feel their sincerity and empathy toward how I was being treated. I feel their opinion does add value to the conversation.

When @Anonymous call @Helen350  with "it", I do think it is a little aggressive. But I still respect @Anonymous because he is entitled to his opinion and his opinion matter. @Mary966 clearly has a stronger reaction to defend @Helen350 which I also feel a little aggressive, but that is the beauty of it all. Everyone is allowed to voice their opinion. Andrew, Helen, Mary, Sarah, and I have the right to free speech. Everyone, including you, care for my issue in a different way. Everyone related to my issue in a different way based on their personal experience. They express their opinion in the way their culture, gender, upbringing shape their perspective. 

My mom never accepted me as a gay man. As a Christian, she believed that I will go to hell. She made my childhood miserable. But I still need to stay true to my authentic self. But I don't blame my mother at all for not accepting me. Her believes are based on wanting the best out of life for his only son.  I truly believe that my mother's incapacity to understand is not intentional. She is a good and kind person. I am using this as an extreme example just because someone has a different opinion than you does not mean they are not empathic. I truly implore everyone to look at a person's intention. 

Here is another funny example, English is my second language. At my work at one point, I got written up by my boss because he thought I kept calling woman as "bitches" when I said the wrong word, I say "beaches" but I said like "bitches." My female coworker was asking me about how I grew up and I replied Indonesia has beautiful beaches. But I guess I said "Beautiful bitches" and a female coworker immediately took it the wrong way and reported me to HR. If they were any tolerant to me, they would know that my accent was not good and could have asked me to clarify. But I never have the intention to call anyone "bitches."

To be part of a global community we need to have a tolerance for what other people say. So with all due respect Nick, thank you for your kind support, but your response is clearly part of the problem. Maybe all of this is part of Airbnb's DNA and culture that need to be changed.

No prosecutor should be the judge. They hold too much power. And this is the case now with Airbnb. Just like my situation when I have a different opinion to the Airbnb reps, and the Airbnb reps explicitly say because I have a disagreement with him, he will note another violation in my account. I really hope @Catherine-Powell and you listen to all the phone recordings. 

If we are to be treated equally we should not be reprimanded for voicing our opinions.  Again, thank you your reply and I hope for your understanding on where I am coming from.

[Helen350]

@Nick  You seem to have misunderstood my post. I bent over backwards to say I personally welcome ALL and believe in treating everyone with respect. And I DO express empathy with those who are suffering, and people who feel mistreated by Airbnb hosts/guests/support. - Even when I sometimes disagree with someone's claim to have been unfairly reviewed, I will still sometimes sympathize to express solidarity with how they are feeling.

I said NOTHING negative about anybody's sexual identity, nothing unkind nor judgmental at all; rather my emphasis was on people's rights not to be forced to use a pronoun that they are uncomfortable with.  A tiny, tiny thing!   And I was EMPATHIZING with people who don't want to be bullied into having their speech & language manipulated. These things work both ways, why do only people on one side of a point of view deserve respect? I'm advocating the liberal  view of freedom of conscience for all! 

My various musings above were VERY carefully worded, so as not to give offense! I thank @Hadrian1 , who gets it, and who appreciated my support of him over his multiple alleged 'transgressions' - where I doubt he did anything wrong, not just being kind in his case; I really believe him!

[Hadrian1]

This is an example. A guest complained about odor. Without double-checking with me, the host, nor considering my review of this listing that has 5-star cleanliness. The rep immediately believes the guest who has 0 reviews, and he said (as you can see on the screenshot) that "this incident count as a violation of the Host Standards Policy and has been noted on your account, repeat incidents of this nature will eventually result in account sanctions."

If you google number one reason to get your money back from an Airbnb host, it is listed as an odor. It is clear that this guest had a change of plan, need to leave early, and make up an excuse to get a refund. My reply to this rep is please see my reviews, I have a 5-star average in cleanliness. The previous guest that book before this guest on Airbnb gave 5-star cleanliness. The room next door booked on Airbnb also did not smell any odor. Also, the fact that the guest did not allow us to check the source of the odor should tell him something is not right with his claim. But instead, the Rep says he will put another violation on my account for disagreeing with him. I requested to speak to his supervisor. Until today, no supervisor has ever contacted me. I have called several times to Airbnb asking for updates on this matter, still, no supervisor has ever contacted me. 

This Airbnb reps decided that I am guilty without a fair trial. It is NOT innocent until proven guilty. It is guilty no matter what I said to this Airbnb rep. Where is my justice?

**[Conversation with CS removed in line with Community Center Guidelines]

[Helen350]

Three issues here @Hadrian1 ... one is the TERRIBLE way you were treated by CS - Wrong on every level!

The second is the fact that abusive guests make up stories for a refund.

The third is, Does it even matter if there is a bit of an odor, unless it's sewerage, or a rotting rodent under the floorboards? In countries with cold winters, it's reasonable never to open windows in winter to air the rooms out. I've had guests leave their rooms smelling strongly of deodorant/body spray. There's no way I can get rid of it before the next guest arrives, if arriving too soon after. 

[Hadrian1]

@Helen350 I never think it that way. Your third point is absolutely fair. 

I have been nothing but being upfront with my guests so they have clear expectations. I have properties where the wall is thin. So I make it very clear on my listing you can only stay there if you are not going to make a lot of noise (to avoid disturbing the other room), and you can not be a light sleeper. I am fully disclosing that. 

Even if the odor allegation is true, either way, the Airbnb reps have to understand that every person has a unique home. Of course, we have every intention for our guests to be comfortable in our home. But we should not be penalized or threatened that our account is in violation simply because one out of 100 people that stays do not like the odor in our home. We certainly should not be penalized simply because the agent refused to do their due diligence: checking reviews, ask other guests in the house, etc. which in my case, the room certainly does not have an odor. 

I still don't get it until now. I offered to the Airbnb rep to go inside the room and to check the source of odor. The Airbnb rep said the guest refused that. And yet the rep still penalized me? And the rep continued to penalize me saying the guest can not connect to internet. If everyone one else can connect to the internet, the problem could be that guest specific device. I  offered to help the guest to connect his device to the wifi, and the guest refused that as well. So why that my account is being noted for violation?  I asked the Rep to ask my other current guests that are in the same house. If the Rep truly care for me or at least willing to investigate he would have known that these other guests who did stay in the same house does not have any WIFI issues. The rep could have seen the common area is the same on every listing. So if the Rep can not believe my word nor my 4000+ reviews surely he can believe other guests testimony? But Nope, the Rep refused that too. My account is noted for violation.

[Sarah977]

@Hadrian1 It's futile to try to make sense of irrational behavior on the part of a guest or Airbnb CS. All you can do is try to keep pushing your case on the basis that the complaints have no relation to reality and that you insist on being treated fairly and with respect.

[Fred13]

What an interesting thread indeed.  It appears that nowadays, before you say anything you must pre-submit a written 'declaration' you are not guilty of some 'ism' and whatever you do best to double check that is not now 'illegal'.  Hard to have a relaxed enlightening conversation given those hyper-sensitive parameters. 

/Back to work for this Baby Boomer who thanks his lucky stars every single day for being born at the best of times.

[Nick]

Hi @Helen350, please make no mistake that I appreciate your desire to welcome everyone and be empathetic. I'm actually glad of it; however, some of your earlier comments around gender pronouns don't necessarily reflect that. For example, what you might see as a "tiny, tiny thing!" can be of great importance for someone else, and not seeing or recognising this, is a lack of empathy towards people who feel this way. As @Sarah977 said, if pronouns are important to someone, you should address them in a sensitive way. 

Of course, we can all get this wrong and mistakes are only human. It should go without saying that it is not my intention to pass judgement on Hadrian's situation with his guest (on the contrary, I'm actively helping him). Still, it really isn't anyone’s place to determine anyone else's gender identity so please be mindful of this.

We want to ensure the Community is a welcoming place for everyone to connect and share ideas around hosting. Of course, there will always be various opinions, and we appreciate that there will be disagreement, but it should not come at the expense of respect for others. I know you've had this discussion recently with other members of the CM team and I'd like to take the opportunity to remind you to stay within the CC guidelines. It might help re-read your comments before posting and put yourself in other people's shoes that might be in the protected group you are speaking about. Just a suggestion 🙂 

I'm happy to clarify @Sarah977, although this is not the first time we had to step in and remind you to be more sensitive to someone's age, especially younger people. We had conversations before around generalisations, and age is a protected identity which we will not allow to be mocked. One can never know the depth of someone’s life, experience or ability by the age we perceive them to be and to make assumptions can only lead to upset. 

Airbnb has an evident anti-discrimination policy, and we have to work to ensure that everyone here in the Community is accountable to these rules. Every member should feel they are in a safe, non-discriminatory or judgmental online space. 

I'm sure we've all been faced with stereotypes at some point in our lives, but it's really not nice to be judged by a general trait which is imposed on you and doesn't create a very nice atmosphere within the CC, so please do try to avoid these kinds of comments moving forward. 

Last but not least @Hadrian1, I'd like to thank you for taking the time to express your thoughts and personal comments on this. Just to clarify, my personal opinions have nothing to do with this, as this is not my personal blog. Even if I were to agree with Sarah let's say on a personal level, myself and the rest of the CM team are here to do a job, ensuring everyone follows the CC guidelines, to which you abide joining this online community. 

In terms of your case Hadrian, we have flagged and escalated this internally with the appropriate people and teams, and as I said, we will come back to you as soon as we have new information on the case.

As a reminder to all, if you want to discuss the CM team's actions or the comments that have been made here, please DM us, as it is always our aim not having to derail conversation any further than we need to. I will also like to ask everyone to move past this and continue your positive and constructive discussions in a respectful manner to all, so we won't have to close the thread. 

Thank you