Hi i need advice . I’m not sure where to begin except from the beginning so excuse the long message.
I received a instant reservation several months ago for 2 night stay this weekend , Saturday and Sunday.
The morning of Friday (the day before she was to arrive) I received a message of her arrival time 4:30
I replied saying see you at 4:30 Saturday. I heard back saying that she must have made a mistake as she was arriving later Friday and would need accommodations.
I asked her did she wish an extra night or was she enquiring to change the dates.
She replied couldnt she work that out upon her arrival !
At 10:30 am I replied asking her to clarify what it was that she wanted specifically however either way, she would need to do any changes or bookings through Airbnb.
i did say that if needed although I was out of town for most of the day that I could arrange to have a friend get the apartment ready for her. I didn’t hear back from guest for 5hours!
When at 3:30 she texted back - that she modified her online booking and that it was her mistake.
And I received an Airbnb message while I was driving asking if I would accept the change of dates. So when I got home at 4:15 I accepted the reservation change, not thinking anything more of it.
As I switched to self check-in this year, I always ask guests to message me when they arrive and let me know if everything is okay. And if they have any questions or concerns I am only 2 minutes away.
So when I received her txt message that she had arrived again I replied back “if there’s anything you need help with pls feel free to ask”.
I thought everything was fine until checked my emails just before 11 when I went to bed and I received an email from Airbnb stating that my guest's payment did not go through. And although they sent her a message she has not made a payment:
So I sent a reply back asking them to pls check and explain what the issue was.
I went to sleep and awoke at my usual 5:30 as its a very busy Saturday morning , pets and a friends surgery and sure enough there was a reply back from Airbnb that they couldn’t process her credit card of the extra charges . And i needed to contact my guest to make a payment with a “working credit card”.
Some of you may know that if there are any unpaid fees by the guest , the host does not get paid.
So as I was leaving I texted her with the information of non payment and that it needed resolving or it would jeopardize her Airbnb booking. I realize now I should have tried air bnb messaging however what’s done is done. At least I still have the txts. And screen shots.
i then received an Airbnb message asking me to accept or not accept her request to change her reservation from 2 nights to 1 night... happy to be rid of the confusion I accepted the change.
Its gets worse though as
a couple hours later I received a venomous email Complaining of my early morning txt and to “stand by for my review” which she texted me but didn’t submit as yet. Her text to me complained of no air conditioning which isn’t the case as the a/c is set at 72. Stained comforters and old pillows and broken shower with no pressure. And more ... lies .
The duvet was also freshly laundered and normally has a cover on it except my friend didn’t put it on. My god, had my guest let me know I would have resolved it as there’s plenty of extra clean linens, towels, blankets etc.
Anyway She ends it stating “we are canceling tonight and expect no penalty fees as we must pay 300 for another accommodation.”
what is true is is that local bnbs do charge 300/night. Its an expensive area.
Although mine is a private basement apartment in an older home in a shabby chic kind of decor it is comfortable to stay in. And
I pride myself in keeping a pleasant clean apartment- as I truly enjoy having guests when my family is not using it.
But it breaks my heart to have this experience. And when I replied further to Airbnb I have not heard anything back from them regarding this unpleasant horrible experience.
So my question is 1/ what would you do if yuo were in my situation
and
2/ why does Airbnb text all other messages yet with this financial transaction not going through I did not receive a text. Only in email. Had I known I would have immediately try to resolve it. During the first day.
Thoughts, anyone.?.