Third party reservation rules

[Inna22]

I have a booking for today. The guest sent me a message on the 29th with lots of changes to her plans- this one is coming, this one is not, lots and lots of names I did not have in the first place. It did not seem important at the time, I figured I will sort it all at the ID check, did not really read it in detail (I guess I do not read just like my guests) so I said "Thank you for letting me know' and moved on. Now it turns out the main guest is not coming. I told her if Airbnb ok this, I do not have a problem but airbnb needs to get involved. Airbnb just called me to tell me that since I acknowledged their message at that time, I was the one who broke the third party rules, they are cancelling and giving the guest a full refund. I can get a call back from a supervisor but it wont be for several days and the agent must take action now on behalf of these good folk now. I do not see that rule anywhere but it is clearly pointless to argue with whoever is on the phone. Now I have these people at my door in the 20 degree weather and what do I do? Airbnb has not cancelled and guests have the door codes. They gave me IDs for everyone at the door.

[Flavia202]

Time for airbnb CS sensitivy training, @Inna22 ☹

[Inna22]

There should be a process for switching names on the reservation. They have an option of adding guests if they have an airbnb profile, why not allow people to switch? Some situations are genuinely innocent.  A group of friends travelling, the one who booked is sick, the rest is still going. They would have all been at the place anyway, just need to switch who is responsible.

[Nanxing0]

@Inna22 I completely agree with you that there should be a possibility to switch guests. It should be incorporated into the "alter reservation" link, and up to the host to decide if the new guest meets the host's requirement (e.g. review ratings, identity verification, etc). 

[Liv]

Hey @Inna22,

Really sorry to hear about what you went through with that booking.

Were there any updates to your case? Please let me know, I'd be happy to inquire about it internally if you're still waiting to hear.

Thanks,

Liv 

[Inna22]

@Liv I would love that! I have called daily and was promised either expedited call from the ambassador within two hours or a supervisor call back 24-48 hours but nothing so far (this is day 4). When I called today, I was told that supposedly the request for call back was never put through, none of the times I called. The woman said that there was nothing she could do and hung up. I also got a message from Airbnb two days that said something along the lines of I am here to help but my shift is ending (by the way, they always say that). It did not reference this case so I replied immediately asking to tell me more, if this is about the cancellation etc and never heard back. Basically, I have gotten nothing but my time waisted.

[Inna22]

@Liv @Sarah977 @Mark116 @Flavia202 @Nanxing0 and she just left me a review!!!!!!

[Mark116]

@Inna22  What did you end up doing?  Did you find a work around to let them stay or did they have to find another place?  

[Inna22]

@Mark116 airbnb gave them a full refund, paid for another place for them to stay, allowed them to leave a review, told them as I was standing right there that I was not comfortable hosting them thus putting me in physical danger and is not responding to me at all

[Mark116]

@Inna22  That is truly bizarre.  

[Robbie54]

@Inna22 I state in MY rules that only the guest(s) that booked are the ones that can and have to stay at my property. Of course I can agree with guests if they want to make changes, no problem. But as my rules are agreed to upon booking guests have to stick to it otherwise there could be a penalty to them. 

[Inna22]

@Robbie54 you can have any rules you want but Airbnb has your money and can distribute it as they see fit

[Robbie54]

@Inna22 yes, but that's not my point. My rules are my backup, and it's worked for me before. 

[Mark116]

@Robbie54  It's irrelevant in this case, because it is Airbnb's rules that say third party bookings are not allowed, so they broke their own 'rule' by giving the guests a free stay.

[Gillian166]

what's weird is that i book accomm for my hubby all the time, under my account, he doesn't have his own. I do have our family pic as our profile photo though, and am always upfront saying the booking is for hubby, not me. So far have never had an issue, I guess my profile has a long history and plenty of reviews. And i've taken bookings like this too, where the parents book for their 20yo kid to stay one night. 

[Inna22]

@Gillian166 if anything happens to your husband, and I hope it never will, you will not be covered. Also, if he does anything accidentally himself- same thing.  Why would you risk that? You can create a profile for him and book the stays for him just the same, only in his own name.