Host Guarantee Program

[Sam3410]

In May I submitted a claim for $300 in additional cleaning services as well as $269 damage done to the kitchen table. I furnished photos, invoices, and a detailed description. It is now 2.5 months later. It took Airbnb 6 weeks to let me know they are sorry they have not contacted me, with no other follow-up or resolution. This email was generated by a bot, not a human. After that I threatened to involve a lawyer. This at least led them to escalate my case to a human being. I have been emailing back and forth for 4 weeks now. About 30 emails later, still no money back. I was told a few days ago it is under 'review'. In essence they are asking non-relevant questions or try to misinterpret your case on purpose with the goal of either making you simply give up or go away. They do a great job of wearing you out, but I WILL involve a lawyer if this goes on beyond this week.

It is clear that Airbnb is NOT interested in helping their hosts. They don't care about us. 

[Ann72]

@Sam3410  That's so weird, because last week I put in a resolution request for $277 for some ruined sheets a guest refused to pay for, and I got the money today.  I never even had to follow up - they just wrote me and then sent it!

[Sam3410]

Hi Ann, I see you respond to dozens of posts on here every week, always stating how great Airbnb is and how well everything works. You had stated Level 10 community contributors like yourself do not get paid by Airbnb - assuming that's true, I am dying to know: what's in it for you, if not money? You can't tell me you are spending hours each day defending Airbnb on here without anything in return...

[Sarah977]

@Sam3410  Attacking other posters who relate their own experience or offer their advice or help, whether you happen to appreciate their response or not, is a really good way to never get any hosts to ever wish to try to help you.

And yes, sometimes a host reports that things are going well for them, which is nice to know, for most of us, that's it's not all bad news- too bad for you if you can't handle reading anything positive.

Believe it or not, some people in this world do things without getting anything in return.

Your responses to other hosts on this forum have been presumptuous and rude, unless they were telling you what you wanted to hear.

[Ann72]

Thank you, @Sarah977, for saying what I and others were thinking - as usual!  🙂

@Sam3410  You're right, I have been posting a lot - partly because, like most New Yorkers, I can't go out much so I'm in front of my computer a lot more than usual (#pandemic), and partly because I really like my community of fellow hosts.  People come here to vent with bad experiences, and that's human nature, just as they don't call companies up when things are going well, only when there's a problem.  Nevertheless I don't think it's a sin to say positive things.

This particular experience was weird to me.  I messaged the guest after checkout to ask if she could tell me what had stained the sheets so we could make more attempts to get it out (we had already tried twice).  She didn't answer, just as she had not answered any of my messages until she wanted to check in early.  Then came the review - 5 overall, but marked down in a couple of categories.  That annoyed me, so I put in a resolution claim.  She turned it down, saying among other things that I shouldn't provide such expensive sheets.  (Which is funny, because obviously she didn't refuse to sleep on them...)  Along with the refusal was a note from Airbnb saying it might be covered under the Host Guarantee.  I had never gone that route but thought I'd give it a try, seriously not expecting anything (judging by experiences posted here).  After a few days I got an email from them saying they would check with the guest and give her a little time to respond.  Then two hours later they told me they were sending the money.  I was stunned.

I do sometimes wonder what the messaging between host and Airbnb is like that leads to unpleasant outcomes.  And, like @Emilia42, I never, ever call them.  That way madness lies.

[Ellen729]

@@Sam3410  I am having trouble with resolution of claim with Airbnb as well. It’s all bots so there is no nuance or actual dialogue. My requests for help are essentially ignored. Now they are saying the claim is resolved.

I have been hosting for four years and love my guests. Guests are supposed to leave their accommodations as found and most guests are great. The host guarantee is supposed to protect the host from guests who do damage. However, the guests that broke and ruined furnishings refused responsibility and it appears Airbnb is trying to do the same. The guests claim Airbnb actually told them they are not responsible for damages. Yikes - it’s like saying “Go ahead and trash the place. Our hosts and their property are not important.”  Beware of false promises!