Airbnb customer support. Any ideas how to deal with violations of Airbnb procedures?

[Gleb30]

Great example of Airbnb customer support. Maybe anyone has an idea how to deal with this.

1. Airbnb client arrived and reported smell in apartment to Airbnb customer support. I arrived to the unit with head of the cleaning in 20 minutes however the client refused to open the door and let us in (which i understand is a violation of Airbnb policy). I informed Airbnb customer support and we waited for instructions for several hours in front of the door. Of course Airbnb customer support 'specialist' disappeared and sent me the next message after two days. Some funny message like what is a good time to give me a call...)

2. There was no communication in regards of any travel issues neither from guest nor from Airbnb customer support for the rest of the stay, meaning there were no travel issues during the second and third days of his stay. Absolute zero. 

3. Next week i'm seeing a 30% deduction for a whole stay of Airbnb customer. 

4. I'm contactting support for explanation and i'm getting a brilliant answer "Yes we could handle this situation better but we already refunded the guest and we can not revert this payment"

5. I'm asking the guy to explain to me which rules and regulations do they follow when they refund the guest 30% for the second and third night when
- he blocked access to the unit on the first day to confirm or address travel issue
- he didn't report any issues on the second or third day of his stay

6. I'm getting an answer "Thank you for being a valuable member of Airbnb community". Case closed

So basically Airbnb can send rules and reagulations down the drain and they don't even care to explain their reasons anymore?

Airbnb rules and procedures are now for hosts only? Customer support and guests can just simply do whatever they want.

Any idea how to deal with that?

Gleb

[Marie8425]

@Gleb30 

I don't have a way to fix this one,

Be aware as the Host not only your rights but potential liabilities in this case if the odor caused a safety issue.

q1. Airbnb CS is CS of their platform, CS of your rental is your responsibility so you have to have a process.

1.  You respond quickly excellent.

2.  Guest refuses entry.  Guest is not paying you enough to waste hours waiting,

  A.  Allow entry soi I can review.

 B. Cancel and exit the property.  Provide proof that Airbnb has been asked to cancel mistaken claim.

C.  If Guest has not picked a resolution in 30 minutes  I will knock again but if no response make entry to review.

Always realize if dealing with a possible scammer and sounds like you were bending over backwards for a criminal does not provide a good result for you