Airbnb host deception and failure to support or resolve issues in a timely manner.

[Stephen388]

Originating on July 27th 2020 I request for money on the Airbnb platform for additional guests and it was stated that I can escalate this in 72 hours. I called in at the same time and spoke with a c.s.r. They told me that they will escalate this immediately due to the size of the request and to wait patiently for a community expert to contact me via phone. No one called and I was not able to escalate the claim online. It was not there but the person spoke to was able to see it and said it was escalated....I will still wait.

The guest checked out on August 14th refused to pay for the electrical usage, damages, or the additional guest not part of the 37-day booking. Once again, I have made a request for money online and spoke to the c.s.r. at the helpline (message taker) and they tell me to be patient and wait for the community expert. There has been a new case number after case number after case number changed and sent to me via email.... but I have not once spoken to a "community expert"

Today August 24th, I got an email stating the following :
"Thanks for getting in touch. We hope we answered your question and that a community expert was able to sort everything out for you.
To help us improve, we'd like to ask you a few questions about your recent interaction with us. It'll only take 1 minute, and your answers will help us make Airbnb even better.

To get started..."

I don't want to fill it out at all..... I have not spoken to anyone and nothing has been resolved!

How can I get said "community expert" to talk to me and sort this stuff out? It's over $1,000 dollars of issues!

For the first time in 3 years of hosting, I believe that I need to look at other options.

[Vivian860]

i can tell you right off the bat that airbnb WILL NOT help hosts out. serious. they will not help hosts out no matter what you do or try to do. you have to do it yourself outside airbnb. sorry to tell you this but a plethora of hosts know this and just have to move on and do the dirty work themselves! Good Luck

[Bingrong0]

Yes I totally agree it. Recently One tenant checked in for 3 days. After Got in, he left 5 hour later. He told Airbnb my tub didn’t allow them to use n he left.  I told Airbnb I asked this tenant few times before he checkin that Please read my house rule. The tenant said my message Weird.

 I argued with his case manager said on your policy Airbnb follows host house rule, n he had a dog didn’t pay. Tenant Case manager reply me three days later told me dog not in this case, I didn’t wrote no dog in Airbnb  Inbox message, n it total amount refund, n he didn’t fever to me didn’t charge me penalty.  3 days I didn’t earn penny beside headache n time. 

I sent few times feed backs to Airbnb that Add on their dropping list for dog fee but never happen; n also there is no choice for me to mark if restroom only has shower n toilet Should I mark full or half bathroom??  Realtors told me in Newel small hose, they call it full restroom. Past tenants broke My 50 gallons Jacuzzi 🛀. Expensive to keep it. If I got 6 tenants how much water will cost.  It’s so much hurting being a Airbnb host especially since last year. I’m not only baby sitting this business 24 hours n wash clean n also have to spent more time energy to deal with Airbnb but still got nonsense results. One Airbnb person made ur case a decision, as host don’t waste time call Airbnb ask to change this Unfairly result Never Happen. 

Some Airbnb Specialists manipulate or abuse their power. During COVID-19 Airbnb need more tenants than host I understand, but just want Airbnb to be fair for both side if we still partners. Now I am afraid to has tenant or hear from Airbnb, n pray for good ending. I keep backup for making tenants happy, give up my rights I should ask to avoid bad reviews n claims. 

Sorry 😐 just So emotional 😭. What we can do ?? 

[Sarah977]

@Bingrong0  What you have is a full bathroom, it doesn't have to have a tub. Full bathroom is a toilet, sink, and a shower and/or a tub.

Yes, there is a place to indicate that in your listing- in your amenities section, when you go to edit that section, you can mark tub, shower, or both.

But you need to get rid of the photo of the tub in your photo gallery. Just writing NO across it in the photo isn't good enough. Replace it with a photo of the shower only.

And why do you have 101 photos? That's really far too many and may cause guests to not notice the important ones. You don't need more than one photo of a deer, if that, and there are far too many flower photos. Don't get me wrong, I love flowers and gardening myself, and the photos are beautiful,  but guests just mainly want to see the accomodation in photos and you want them to not get distracted from that so they miss seeing what is important.

[Bingrong0]

Glad to hear from you. . I actually went through it with my specialist after this tenant case manager refund all money to him.  I could feel my specialist want to help me but too late case already closed.
I did message her asked her the same question, where I could mark my bathroom on Airbnb Host dropping list? A days  later she told me just block the tub.  I spent few days Play around with Airbnb list to marked this bathroom under half bat. N used computer edit color paint  blocked this tub on the picture then postEd it. There is only two choice full bath have to have tub, half bath sink n toilet only. I got A few tenant asked me if I have full bath after I changed it. Two years I didn’t has this issue when I told tenants no allow to use it with my note there excepted this tenant who was plausible talking to me. 
If like you said take off Tub from picture, I will get in trouble too, some tenant use it for their selfish purposes.  

Last year Christmas, a tenant booked for his wife n him for two weeks, but checked in was not him that was two not authorized people checked in. the person who booked my home should tell me n give my number to him we could communicate It was happened wrong people checkin.

 Anyway after one night stay, next day they called me Up said they use babywipes wiped bathroom tiles floor, it was dark with a hair. I told them I used mop wipes floor. Then two of them said I used towel covered sofa, n extra futon in dinning Room. I told them see my I updated n you are in my home that’s my setting. The guy who booked my home finally said their relative home had place now, too expensive to live outside. I called Airbnb n let them leave. If they created a case, I probably didn’t get penny again that I learned from my last case, n also I can open my home early. 
I covered my furniture I can, I had been changed it two n three times n smoke burn couches. I got heavy furniture, It is not easy for party tenants move around, this is my fourth  tv stands. Kids drawn on leather couch n dogs on it n in beds .

Friends who in the rent business told me don’t put expensive n new furniture Inside, especially your kind business, they will break n scratch it right just like your new futon. You nice wood floor.  I put most important pictures front, n share beautiful view after if tenant like to see it n more. But u r right, get a chance I need organize them n delete some.  
 It big house, i take care everything myself with my disability leg, if I do claim, I am totally out my health with stress not rest. 
Thanks so much for talking to me.