Hello World,
I have a story to share about the failure of Airbnb to protect its hosts. Sadly I was visited by a guest who claimed to be bitten by bed bugs. As any good host would, I immediately responded to Airbnb Support that I would check that claim right away—at 5:00am. I went ahead and hired an expert on bed bugs extermination for later that morning to take care of the problem immediately. So far , I feel I took a responsible action , same as you would do right?
I later come to find out from that expert that no infestation of any kind was found at the property. Meaning that the guest had unfortunately fabricated a story and lied about being bitten. To my surprise later that afternoon, Airbnb writes to me explaining that the guest wants a full refund for their stay. What’s worse, is she claims she had “sleep outside in the cold due to the fear of bed bugs”. Funny thing about that previous sentence is that the contractor sent me pictures of his arrival and another picture when he was able to enter the property and no one was sleeping outside.
Even more shocking is that I send the report to Airbnb for proof that the guest was lying , but guess what? Airbnb allows that guest to leave a review and rating stating that “there are beds bugs here and everyone should stay away”. Everyone is entitled to their opinion of course, but if I send you an independent report by a bed bugs expert saying that no infestation was found after a thorough inspection, you would think that the most logical thing to do would be to remove that terrible review and rating from my profile, right?
Sadly, and to my utter dismay, Airbnb finds no issue in allowing the guest to leave their rating and review against despite me PROVING that it wasn’t the case. What’s even more beyond crazy is that Airbnb Support responds to me telling me “ it really breaks my heart that your request cannot be granted at this time”. What? Seriously? Oh but let me not forget the next part of their response “I understand that it’s a bit disheartening at this point, however we are bound to abide by certain regulations and policies.”
Someone at Airbnb must be responsible for the host experience. Please find that person and let them know that they are FAILING at their job. I really do hope and pray someone at Airbnb reads this, and I really hope and pray it falls on their lap at 5am like it did for me. Then I hope that a massive meeting is held and a project charter is created to immediately tackle the debacle that is Airbnb Support for hosts.
Had the guest been truthful about the bedbugs I may have been punished for weeks and lost money in the process, but since the guest was wrong you turn a blind eye and allow her to publicly shame me for her lying? DEFINITELY NOT A WINNING LONG TERM SOLUTION FOR AIRBNB.
SHAME ON YOU AIRBNB.
