Hi, Airbnb community, I had a serious issue with Airbnb Philippines this week.
I had a Filapino guest who had booked for 1 year. She started complaining from the day she arrived. We did everything to meet her requests. ie hired an additional cleaner a few days after she arrived, to clean while she was there.
After staying for 3 months (she settled down after the first few weeks), she all of a sudden said she wanted to leave the next day (12hs later), I informed her that long term policy meant she has to pay one month cancellation fee (ie so she can stay one month extra or leave, it’s up to her.
I then get a message from Airbnb, saying they are aware of the situation and will consider refunding her. I said do not do that, she has stayed for 3 months, and the departure is sudden.
I also noted she is probably working as a hostess in another area of Tokyo, and that’s possible reason for her departure. The reason I suspect this is the previous gust was also Filipino, and she informed me that she was a hostess in Otsuka, she, after a short period working did the same thing (suddenly exit / demand money) . The new guest was also Filipino, home all day out at night.
So Airbnb Philippines called me, and in a rude manner, she says the guest does not have to pay the additional month, because there is a modification policy (which is untrue), she then almost immediately modified the booking to 90 days without penalty.
I was unhappy to miss the month, but after inspecting the room, I said ok, just forget it, as bad experience,
The next day Airbnb Philippines sends another message saying after reviewing documents, she will refund the guest 50% of her money and take it out of my future bookings (and I now have a negative waiting to be paid.
After this I got extremely angry and called many different Airbnb offices. Initially Airbnb US said the issue will be transferred to a different office, but it never was.
Finally I reached a very kind, helpful, and intelligent Airbnb staff in San Francisco, Shawntell,
She kingly reviewed the documents sent by the gust and agreed the room was clean upon arrival (according to the guests own photos), and she refunded me the one month cancellation fee the guest should have paid.
This still leaves me with the 50% of past payment Airbnb Philippines wants to transfer to the guest from my future earning.
They clearly showed bias to her because she is Filipino, and did not even ask me for any documentation or my opinion.
lastly the guest had continuity mad anti Semitic remarks when I can to the place to try and remedy the situation. She said because I am Jewish (which is not common in Japan) I am cheap ect..
a bad person ect..
So this exasperated my desire not have my funds diverted to her, it actually outraged me that Liz at Airbnb Philippines was following the same behavior.
Sorry for the long message, what can I do to prevent this girl obtaining my funds, I can’t sleep it’s very stressful.
