We're also appalled at the new policy. I can just hear the guests getting out of paying based on some unfounded complaint or made-up issue.
We had a guest write a bad review on one of the properties we oversee because there wasn't cable TV. Now, the listing clearly states there are only streaming services but this guy was seriously ticked. Now, will Airbnb automatically give him his money back? Or the guest who doesn't read the instructions and complains the apartment is cool and you have to tell him to turn on the thermostat? How does Airbnb adjust for guest stupidity and/or laziness?
I don't have faith in Airbnb's support staff who have yet to respond to two cases (questions) three days ago! We reported a guest with COVID issue staying last summer, asking what our obligations were and how to handle the reservations coming in while these people were ordered to stay put. That was nearly a YEAR ago and we have yet to receive a response.
What exactly are the criteria a guest can use to get out of the reservation? If there is a spider web behind a closet door -does that count? What if they come in and say the mattress is too soft or too hard?
After spending considerable time updating our property listings, we feel we have to go back through and go over every word! If I use the words - the garden is serene and lush - and a guest says they didn't find it serene do they get their money back?
We've talked about doing a video before a guest checks in to show the water is running, the place is clean, the toilet flushes, the shower works, there are towels, the carpet is clean, etc. etc. The 'Jone's' are checking in today. Here is their apartment. Then doing another video when they leave. Because it would be dated and the name of the guest in the video - will this be enough to verify for Airbnb?
The other part of this that ticks me off is Airbnb's lack of support for Hosts! I've spent countless hours trying to get guest damages reimbursed. I've had problems getting Airbnb to tell guests who have broken OUR rules out of the property. This new policy seems like another way to stick it to the host.