NO Support from Airbnb - Guest Stayed Free

[Lindy64]

I’m at my wits end with Airbnb support right now.

We had a guest arrive at our 3 pm check-in time with a dog and extra people (and also saging our home for ”bad vibes”). I went outside to ask him about the dog and explained we have a no pet policy. He tried to gaslight me saying the no pet policy is not in the listing (which it clearly is and I sent him a screenshot). I immediately called Airbnb to file a complaint and documented my conversation with the guest in a message to him.

Here’s where it starts to get weird....

The guest chats with my husband and starts crying and tells them they have nowhere to go. From the Airbnb review history, it seems as if the three have been traveling between California and Colorado for the last year. My husband feels bad and allows them to stay, but say that they need to check out at 6 am to allow for a deep clean. The guest doesn’t leave until exactly 11 am check-out.

A few days later, we get a review from the guest saying we had bed bugs and to beware of our home. Obviously a retaliation post from asking him to leave because of the dog. But here’s the kicker, at some point on their first night, they called Airbnb to cancel their reservation. We were never notified by Airbnb and the guest stayed up until their original checkout time. And we never got paid. And we were competely oblivious.

I’ve been through about 6 Airbnb support people now and no one can explain to me, why we weren’t notified of the complaint that prompted the guest to cancel their reservation the first night, yet still were allowed to stay the entire length of their stay for free with a dog!!!!

Airbnb refuses to acknowledge why they were allowed to stay for free in our home or provide evidence as to why they canceled in the first place. How do I reach someone in their support with just a little common sense? It’s maddening!

At this point I just want to know why we weren’t given a courtesy call or the ability to hear their complaint. I also would like to know how they were able to cancel, yet still stay at our home with a dog!

[Emiel1]

@Lindy64 

There is something i do not understand:

The listing is hosted by your husband and you are the co-host.

Your husband was the one who allows them to stay.

He also wrote an excellent review for this guests.

"E. was an absolute dream to host! They communicated well throughout their stay, were quiet and left their room in immaculately clean! I can’t recommend E. highly enough. Would welcome back anytime."

Seems to me communication between you two is not optimal ?

[Lindy64]

Our messaging system that kicks of automations got to the review before we did and we’re very upset we didn’t get a chance to catch this.

[Sarah977]

@Lindy64  Why on earth would you have an automated review like that? Absolute dream to host? Can't recommend them highly enough? That's the sort of review that might be left for a really special guest. I can't believe you leave that automated review for any guest who isn't bad. It's so over the top gushing.

No wonder hosts can't take reviews other hosts leave seriously half the time.

Please ask Airbnb to remove that review you left for this guest as some other poor host will be led astray by it. 

[Colleen253]

@Lindy64 I'm confused as to why, after all you went through with this guest, you left them a glowing review. Perhaps they were awful for all their previous stays but the hosts left a good review, like you did. Honest reviews are important.

Regardless, it's very unfortunate they mentioned bed bugs in their review for you. Customer Circus is definitely inept these days, so it's not surprising the 6 you've dealt with so far have not noticed that, but you now run the risk of your listing being shut down until you've completed the super expensive task of bed bug eradication and shown Airbnb the receipt. This will happen even if the claim is a lie. If I were you, I would leave the whole nasty business be and let it go, to stay off the radar.

[Lindy64]

It’s because our automated system sent it out before we could get to it. 😕

[Colleen253]

@Lindy64 That review was oddly specific. I would say your system of guest reviewing needs an overhaul.

[Lindy64]

Maybe so, but that’s generally how our guests are. Clean, communicative, and quiet. Maybe we should stick with the generic “great guest”. 

[Colleen253]

@Lindy64 That's fine for a truly great guest, but that doesn't apply for THIS guest, or every guest. How about being honest? When I am honest, it benefits you, and vice versa. It's not hard.

[Lindy64]

Thanks for the extended advice, Karen!  You’re right it’s not hard. Appreciate you!

[Colleen253]

It's not 'extended advice'. The only advice I gave was in my initial post. It was good advice. Take it or leave it. I take issue with you leaving a false glowing review for the guest. Honest review are important. We all owe it to each other to leave them.

The 'Karen' dig - weird but cute. When you post on a forum like this, expect all kinds of feedback. If you're not prepared for it, don't post.

[Colleen253]

duplicate post deleted.

[Mark116]

@Lindy64  It's hard to feel much sympathy for you, considering you left this guest...who you say broke your house rules and scammed their way into a free stay.....a more glowing review than I leave for any but the very best guests.  

[Gordon0]

The fact you've automated your reviews to give glowing examples to guests from hell tells me you might want to look at that before burning your time with support.