A week ago I had a guest checking out on Sunday, check out time is 10:00 am. My cleaning crew went inside the unit at 10:30 and he told them they were not ready to leave but they could start cleaning. They told him they are not allowed to clean with guests still in the unit and they would come back. They came back at 12:30 and again at 2:30 and they were still inside.
The new guests that were to arrive that day called me at 3:15 to inform me that there were still people inside. I then called the guest that was still in the unit and he told me his son wasn't feeling good and wouldn't get out of bed. I now had to find another place for the new guests to stay and arrange for cleaning when they departed, no easy task since it was late in the day and the next day was the last day of the month.
I called Airbnb and have filed a complaint with the resolution center......he also let caked-on fish in the pots stacked up in the sink and broke the coffee pot.
Airbnb said the guest wasn't willing to pay for the 2 nights (nor one night) that the guests had to be moved. I emphasized to Airbnb he signed the contract and knew the consequences of his actions. They told me he would tell his bank card company to dispute the charges and Airbnb proposed a 50% settlement. I'm livid! I don't understand why Airbnb doesn't back its hosts in a more forceful manner.
I had all conversations through texts and receipts for different lodging arrangements and forwarded all to Airbnb. It's not that they don't believe me, it's they don't want to go to battle with the credit card company.
The customer service rep from Airbnb is from another country and emails me usually at 1:00 am my time and isn't around when I respond so it makes it even that more difficult.
Somebody help me out, what am I missing?