Allowing children

[Morgan974]

I just had a harrowing experience with a guest who booked for two adults months ago then casually dropped that he was bringing a baby in response to his pre stay check in message. 2 days before check in.  Airbnb filters my place out if you add an infant. It’s also noted as not appropriate for infants and small children.  It would it allow instant book and would only send an inquiry. 

I called Airbnb (a third party company specializing in guest communication) and they told me they would reach out to the guest, cancel his reservation, fully refund and find this couple an appropriate place as he was in violation of policy. They said they would monitor his account for future violations. I suffer no penalty. 

the guest is upset of course. His wife angrily reached out blaming me etc. for not stating “no infants / children allowed”, which I can’t legally do. 

it’s listed in the descriptions as not appropriate for infants/ children  due to a loft and ladder. 

Airbnb said they would help, they booked another place but they got cancelled again.  I fear retaliation. How would you handle this?  I spent a couple hours in the middle of the night once I learned that they still had no place to stay and it seemed to take the venom out of her bite but I truly feel terrible and never want to have this happen again. What would you do?  

my cohost manager and I considered letting them stay but then quickly realized it’s just not the right fit. They didn’t disclose the infant and it could have been a discussion. It just never came up. I’m worried they will tell everyone at the wedding they are attending their story of being left without a place to stay and send the wolves to book and give me bad ratings.  I had a guest retaliate when I was with evolve. They drove a printer van into my yard and got stuck and had to be towed out and then gave me novel length 1 star review on booking.com.  My spot garnered 98 out of 100 5 star reviews on evolve before I switched to Airbnb. It’s so unnerving. I know it’s so extreme but they were very upset and I completely understand why. The feeling of being unsupported by Airbnb is real.  What would you do to avoid these things in the future?  Thanks everyone,  I love my guests and I love making people happy.  It can be rough out there!  Xx

[Shelley159]

Hi @Morgan974 

As you and the co-host navigate this situation, it's important that you also take note of this policy:

https://www.airbnb.co.za/help/article/433

Hosts may specify that their space has features (or lack of features) that could lead a guest to determine that the home is unsuitable for guests with children.
Ultimately, however, the decision as to whether a home is appropriate for a guest, their family, or their co-travelers is up to the guest.

I don't think you should worry about extreme revenge situations and the worst possible outcomes. Just keep the policy in mind so you can decide how to handle it next time.

[Morgan974]

hi @Shelley159,

Thank you for your reply. I am aware of this document and received a link to it while messaging with the Airbnb chat bot prior to speaking with them. And prior to finalizing our decision. I sent this document to my Airbnb rep as well. The document is helpful but It does leave me with a few questions. I’ll likely need to talk to a lawyer in my area to get the wording correct.  Thank you 🙏🏻

[Shelley159]

OK @Morgan974 

It's up to you, but personally I wouldn't go as far as hiring a lawyer over this. I think it's probably unlikely that someone bringing an undisclosed young child happens very often?

Most of the time they'll probably include the infant in the booking from the start and you'll have a chance to discuss it with them.

I'd just think about how I'll handle it if it happens again and then put it behind me.

[Morgan974]

I won’t hire a lawyer, that’s not necessary.  I do need help from Airbnb re my listing still showing up as instantly bookable with infants when it should not be. Cheers,  Morgan