Lack of AirBnB support

[Frontiera0]

We've been AirBnB hosts with our original property ( a restored historic home) for almost a year, and to date have had few issues with guests and obtained 'Superhost' status and a near 5* rating and great reviews from all guests ( on this and other OTA platforms).  We invested in another property and recently listed it as well.

What we are experiencing now with AirBnB and current guests in our historic residence is unsettling.  The current guests arrived yesterday and entered the property via the supplied smart lock code with a small toy dog on a leash with the one of the guests ( not the ones who made the booking).  After arrivals, we typically review external videos from the time of entrance to see how many people have entered per reservation so that the guests have not misled with the number or are on their way to setting up a party.  We have a strict no pet policy clearly outlined on our website that indicates there are no exceptions - that the owner and family of the property occupy the property when it is not rented, and have health related allergies to animals.  I called the guests and explained this and offered to provide the party and dog to move to our/ another, quality property around the corner with fenced in yard and a room dedicated to dogs with beds and bowls ( which they could chose to use or not use).  The guest went in a matter of 2 minutes of the discussion referring to the dog as his pet to it being an emotional support dog to be a service dog ( it is a small poodle).  He claimed the ADA covers this and we could not refuse them to stay ( I'm well aware ADA and FHA guidelines) and refused to move.  I informed him of the health issues of having a pet on the property for the owners, and he still refused.  Within a few hours of arrival, the entire guest party left the home with the dog unattended. (They did so again this morning and as of 5pm have still not returned.)

We then discovered the guests had disabled and covered several security cameras ( all are disclosed and in common ingress and egress areas as per AirBnB policies) as well temperature sensors.  The smart thermostat operates on the temperature inputs of the sensors and can not operate properly if the sensors ( some of which are in the cameras) are moved, disabled or covered.  The guest sent a message complaining about the temperature and a reply was sent explaining this and to please remove and restore the devices so that the furnace and thermostat could operate properly.  They have not.

The property is located in Wyoming and we are in winter - temperatures routinely drop below zero in the evening hours presenting the potential for pipes to freeze and burst.  Temperature indications from the few devices still providing readings (which are likely not all operating correctly given some have been removed or covered) are indicating internal temperatures ranging from low 40 degrees to low 60s and one area 69.  This indicates the system is not working properly and we are concerned about pipe bursting and potential damages.

AirBnB 'Superhost' support ranging from the 'resolution' and 'case specialists' have been less than helpful.  Over 15 calls were made over a 12 hour period with several promises to have the case specialist call and resolve the issue.  No calls were received.  Screen shots were sent of the disabled devices and temperature readings today. This afternoon, we requested cancellation of the reservation ( knowing it would be without or partial refund to the guest), spent hours and several calls trying to escalate the issue on health and safety grounds and concerns about damage to the property.  We were promised by 2 'resolution' agents that this would be done ( with one promising to call back when completed). Then I received an email from a 'Noelle' from 'community support' essentially giving us a warning about 'discrimination' and nothing would be done.  I have since received another email focused solely on the issue of the dog with cut and paste of Airbnb's assistance animal policies and no further action indicated. I again have replied to this highlighting the health and safety issues as well as the fact that the dog is left at the house unattended.

This is unsettling - as a 'Super Host' we would expect more support and assistance from AirBnB given the business being given to them and investments and efforts made to achieve that status and 5* rating.

Any suggestions on what to do at this point and who to contact prior to contacting legal counsel would be appreciated-

Marc

[Sandra126]

I don't know how to fix this mess but a support animal will not be left without owner all day, so they shot themselves in the foot there. Let's hope other hosts can give you more advice @Frontiera0 

Your listings are marvellous, btw

[Frontiera0]

@Sandra126 Thank you for your comment - I didn't think that if a true service animal would be left behind for long hours or the entire day ( as was the case today).  AirBnB has been less than supportive.

[Branka-and-Silvia0]

The best system of protection I've ever heard is from one Airbnb host - she can turn off the heating, electricity and water from the outside of the property. Nobody wants to stay without it, evacuation is guaranteed 🙂

[Elaine701]

@Branka-and-Silvia0 

@Frontiera0 

We too can cut electricity and water from our smartphone with no chance of them figuring out how to turn it back on.

Fortunately we've never had to. But it's one way to assure that the guest leaves 🤨

But then, there's all the other problems that come with an angry Airbnb guest. They probably would receive a full refund, and write a scathing review. Maybe even take things from the house or cause damage. All with Airbnb's blessing. And you couldn't do anything about it (other than engage in a lawsuit that's not guaranteed to have any happy ending). 

IMO it's safer to just let them fulfil their booking without confrontation, let them write a glowing review of your place, and then write the truth in your review of the guest. That will make it very difficult for them to do it again. At least not in a conscientiously hosted, desirable property. 

Then tighten your vetting process for the next ones. It's all you've got, really. 

[Laura2592]

@Frontiera0 How long is left on this reservation?

I am personally very leery of opening my home up to more than 4, though I could definitely fit a few more in, and I am pet friendly. I do think that larger listings such as yours have a lot of built in potential for parties and rule breaking. I don't know if its an option, but perhaps re-think your capacity strategy while keeping prices the same? Don't show all the sleeping areas-- give the impression that the house will not fit more than you want even if it does.

Airbnb will not help hosts in trouble. I call them only as a last last last resort. It takes hours of calls, back and forth to people in call centers who have no clue about rules and just started yesterday-- a crap shoot to get someone who can be bothered to help. So the best defense is a good offense. Make your listing as unattractive to poor guests as possible. 

I would be honest in the review as its likely your only recourse. 

"So and so arrived with people not on the reservation. Left an animal unattended for long periods of time. Extra clean up was needed. Communication was scant as we were not informed of the intent to arrive with an animal, nor the extra guests. House rules were ignored. Not a guest we recommend or would have back. "

[Sarah977]

@Frontiera0  "I again have replied to this highlighting the health and safety issues as well as the fact that the dog is left at the house unattended."

What you have to do with these clueless reps is not just explain to them the issues, but actually send them their own policies. Like you send them the part of their assistance animal policy that states that a those animals are not to be left alone in the listing. 

I'm sorry you are getting such terrible service. It seems to be the norm these days.

[Frontiera0]

@Laura2592 @Sarah977   @Elaine701 @Sandra126 @Branka-and-Silvia0 - update on this posting.  I am posting an email I sent to AirBnB last evening in the hope this may assist others who experience anything similar to this.  We did research many of the suggestions above and discovered that Wyoming is fortunately a very pro Landlord state.  We did not take any of the suggested actions for a soft eviction or enter the property after requesting the guests to depart and remove their dog for a 1-3 hour period to service the malfunctioning thermostat and furnace ( as we could have in Wyoming ) as we wanted to avoid any possibilities for confrontation.  Fortunately in this case, we received notice of an internet outage from the local  provider yesterday which knocked the thermostat offline and it did not reboot after service was restored.  We contacted AirBnB and requested their assistance to have the guest leave the property with their animal for a 3 hour service window given by our service repair so that we could ensure the thermostat was rebooted and furnace working properly.  After multiple calls, AirBnB did agree to assist and the 'case manager' ( who reminded us in the process again about the warnings and possible 'sanctions') proposed to offer to rebook the guest elsewhere as well.  We agreed and said they could opt for either option.  After over 2 hours of waiting ( having been promised we would get a call back), we called again several times and one of the agents sent a message to the 'case manager' - she called 10 minutes later and said the guest wanted 100 percent refund.  We told he if they would leave today we would offer one night and remaining 2 nights ( out of 4) for the inconvenience. Over an hour later, we received a message on the AirBnB message interface indicating the guest had refused but given our need to address the issue, the solution offered by AirBnB was for AirBnB to alter the reservation and shorten the stay along with an agreed refund amounting to what we had offered.  We again agreed to this and waited for confirmation of when the guests would depart.  The 'case manager' sent a canned message that her shift was ending and that she would be back tomorrow along with a link to airbnb.com/help....

The guests finally departed this morning at 8am - we are now going to the property along with service and to inspect.

-------------------------------------------------------

Copy of email communication sent to AirBnB -

Noelle

I have reread your email and response below.  I have not received a reply to my last email.

According to the 'Assistance Animal' guidelines

"If your listing includes a shared space and an assistance animal would create a health or safety hazard to you or others (EX: allergies or potential issues with other animals), you don’t have to host the guests with the assistance animal. Please share this information on your listing to avoid any potential disappointment and be clear and polite when communicating with guests about this."

As politely communicated to the guest who showed up with their pet unannounced, and communicated to AirBnB, the above is the case.  There is a fifth bedroom in the home which is not available for rental and used solely by the owner along the entire home when not rented out.  The owner and family have health / allergy issues related to dogs and animals. The guest was offered alternative and equal accomodation in another of our listings around the corner. The guest refused and has had accommodation provided.

There is absolutely no act of discrimination that has occurred in this case but there is a disregard of AirBnB for the property rights and health of the owner.

We have additionally received an email warning from AirBnB in relation to cameras which the guest disabled along with other security system devices.  There are video cameras in the common ingress and egress areas with temperature sensors.  There are none in areas which could be considered areas of privacy as described by AirBnB as 'bedrooms, bathrooms or sleeping areas'.  In total there are 4 video cameras on the property - 2 external covering front and back entrances, 2 internal in halls ( upper and lower) leading to the exits which are only enabled when there are no guests when the alarm system is activated or the fire alarms go off.   These cameras are fully disclosed on the AirBnB listing.  There is no violation of AirBnB policies and the warning should be removed.

The current guest has disabled and covered these cameras as well as temperature and fire sensors throughout the property. He has no right to do so and this represents a risk of damage to the property.

This morning unfortunately there was an internet outage in the area which resulted in loss of connection and operation of the smart thermostat in the home ( see attached) . I called Airbnb for assistance to notify the current guest that in order to restore the thermostat and ensure the furnace was working properly, we would need to arrange a service and the home would need to be vacated for a 1-3 hour period ( free of dog and guests present given our service will do repairs in short term rentals given potential liability issues). In addition to maintaining temperatures at 70 degrees in the home, the furnace is needed to ensure the pipes do not freeze as temperatures in Wyoming have over the past week been below freezing and with wind ice is forming on livestock tanks ( on a ranch I work outside of Cheyenne).  

 AirBnB suggested that if the guest would not be accommodative, that he be offered a rebooking and partial refund. The agent of AirBnB wrote that AirBnB would shorten the reservation and find accomodation for the guest.  I agreed and even offered to refund the night prior for the inconvenience.  The guest did not agree to either.  I enquired how AirBnB could not view or classify the situation as a 'safety' issue, and work with us to end the guests stay given the situation. The AirBnB agent went offline 'as her shift was ending' and no one has responded.

We are very unsettled by the responses and lack of support we have received by AirBnB and lack of assistance ( we have had to call over 20 times over a 24 hour period) in addressing the poor and unethical behavior of this guest and lack of respect for the historical property.   Prior to this guest we have received not only 'Superhost' but a 4.93 rating and according to data we monitor, are one of the if not the most profitable and famous property ( a former Governor's home and the official governor residence in the 1930s) in Cheyenne for AirBnB - where is the support ?

I would like you to provide me the contact details of AirBnB's CEO and legal office or have them contact me to further pursue this issue - 

Thank you