Thank you for confirming you violated a hosting standard. I will now give your guest a refund

[Inna22]

One of two air-conditioning units broke down yesterday. I have it fixed within 6 hours of guest reporting it (they messaged at 4 am, I had a technician there at 10). The temperature never got higher than 77 with Energy Star and US department of energy recommended temperature being 78. Today the guest messaged Airbnb. According to Airbnb, the guest did not even ask for the refund but they were going to give it to them. I sent the report from the HVAC company to prove that it was fixed immediately however the Airbnb rep took it as conformation of the deficiency.

Airbnb Support4:18 PM

Thank you for that confirmation that one of the A/C was broken yesterday. This will still be considered as Hosting Standard violation per policy.

The house has two systems and the second one was supporting the house while this one was being fixed. In the initial message the rep gave me one hour to respond or he would make the decision on my behalf. He/she never introduced themselves. Not that it really matters. I think have the time they give pseudonyms any way. It is the overall treatment during the entire interaction.

Eventually a manager came on the chat and said that the guest has no issues and so there are no reasons to refund and closed the chat. Just like that.

Airbnb support is allowed to treat us like garbage. I also think they are somehow incentivized or rewarded for giving guests refunds. This interaction just now ruined my Sunday. 

[Gillian19]

@Inna22  I stayed somewhere recently where they hardly had any of the actual amenities listed. I think that is smart - cos then no-one can complain or get a refund if something happens to break during someone's stay!

[Lenore22]

That's what we do. 😅

Our guidebook lists everything, but our listing is pretty minimal and we super downplay everything. "A serviceable kitchen." "Basic services. " "Steep stairs." Or disclaimers like "during warm weather" etc...

[David8879]

One more reason not to care.

Reminds me of an 'ole "good" times when I was working "for the man" -- I did absolutely nothing, hardly spent any time at work, while all others worked 10-12 hours.

Then when layoffs came - all the hardowrking honest people asked "Why, oh why did I get canned - I dedicated my life to this company!"

And I was walking away smiling with yet another payment in form of severance singing under the rain -"So long suckers and thanks for all the fish!"

Loyalty and hard work are overrated

P.S. Next time please write using this sentence: "As of the moment of the writing of this email all systems function normally" - let them have it. Rule number one  ( one of the many rules number one of American corporate world) is to NEVER admit that ANYTHING was wrong

[Fred13]

"Eventually a manager came on the chat and said that the guest has no issues and so there are no reasons to refund and closed the chat. Just like that.".

My kind of guy.

[Kelly149]

@Inna22 UtdiydktckyfitdktdkyxiyxoydoyfoycoukhK HD lucky kgckhchkg 

(me bouncing my head off my keyboard trying to make it make sense. Good grief.)