@Rebecca181 Here's how valued we are... this is my response to the CX agent who refunded a scamming guest *in full*, despite my strong objections. Can't upload screenshots, so had to copy and paste
Hi Gennica
It's now 3 full days since you abritrarily over-ruled my Strict cancellarion policy and refunded €2400 of my money to a scamming guest who made spurious complaints about my bed size (disclosed in my listing), and street noise (refuted by my other Airbnb guests right next door) in order to wriggle out of his booking. Despite sending you two further emails requesting clarification as to your reasoning for this decision, I have received neither a response to my emails, nor any explanation whatsoever as to why you/Airbnb feel it's in any way appropriate, ethical, right or even legal to hand *my* payment over to the guest, against my cancellarion policy and without my consent.
Not only that, I'd like an explanation too please as to why Airbnb allowed a guest who had clearly indicated his intention to cancel, to remain in my home (trespassing) for many hours after my 11am check out (on day 2 of the reservation that I never got paid one cent for), presumably to allow him the extra time to fabricate/stage new "reasons" for leaving (as his initial claims were disproved), in order to be granted a full refund - which the guest himself said that Airbnb (you?) advised him to do. (Screenshots of this conversation with guest available)
Before reaching the decision that my home wasn't good enough for them to remain in, the XXXXX's did make extensive use of my home and *all* its amenities - they used my washing machine and tumbler dryer and detergents (they told me on arrival that they had been travelling for 3 weeks, and it was imperative they could launder all the dirty clothes they'd accumulated straight away. Which they did). The 6 of them happily consumed the food, chocolate and wine I leave for all my guests, used my showers including the many toiletries and towels I provide, cleaned out their hire car with my vacuum, used my hairdryers and hair products, watched my Netflix, played on my PS4 and pool table, cooked in my oven and grill, unnecessarily used several extra sets of bedcovers, and drank copious amounts of my coffee.
In return for my 16-time superhost hospitality (rated 5.0 by my thousands of previous guests), Mr XXXXX was rude, hostile, disrespectful and overbearing throughout. He and his family moved my furniture around, damaging my wooden floors in the process (and left the furniture for me to put back), rummaged and snooped through spaces I had informed them were *not* for guests' use (old storage cupboard and my own private storage spaces and personal effects), left their leftover food uncovered in my fridge, open trash bags (containing decomposing food) on my kitchen floor and dirty dishes in my sink for me to wash up, left burnt on food stuck to my oven and grill, destroyed one of my towels with what looks like black hair dye (and hung it right where it would be staring me in the face when I walked in), left every light in the house blazing (in the middle of the day), left toilet paper stuck to my bathroom walls, left wet towels thrown on beds, wooden furniture and on my wooden floors, clogged up one of my showers with long black hair, took a picture down off my wall and left it on the floor facing another wall, with a table in front of it (caricature of iconic movie characters, one of a set of 3). Photos of all the above provided upon request. And the final insult - Mr XXXXX not only left my front door unlocked, but left it wide open, just metres from the street. I returned home the following day to find it still open, but by some miracle, nobody had strolled in during the night and robbed me blind (unless you count the XXXXXs and Airbnb, of course)
So as you can imagine, I'm more than a little upset at the moment Gennica. Your failure - THREE days later - to offer even the most cursory explanation for Airbnb refunding this dishonest man *in full* (at Airbnb's suggestion, according to Mr XXXXX) without so much as a discussion with me first, after he and his family had used and abused both my home and my hospitality, is a clear indication of the utter contempt and disregard Airbnb now has for the very hosts on whose backs this company's fortunes were built. And of course, it shows Airbnb's "valued Superhost" status up for being nothing other than the total con-trick that it is.
The bottom line here is, Airbnb has rewarded this guest for his reprehensible, manipulative behaviour by immorally gifting him €2400 of *my* money, which was legally due to me, as per the terms of my strict cancellation policy. In addition to that, Airbnb has forced me to absorb all the costs of this entire family's stay out of my own pocket, as unbelievably, you also saw fit to refund them for the 2 days they were here, using all my facilities!!!
How *dare* Airbnb disregard my many years of exemplary service to their guests, and my long-proven history of top-class hosting on this platform, and devalue what I offer here as being utterly worthless? Payout of €0.00?? And forcing me to host your guests for free - at my own expense, in my own home? What a despicable way for Airbnb to treat their hosts.
Unfortunately Gennica, hell will freeze over before I accept this decision and permit myself and my home to be cheated and violated like this. As it appears that Airbnb doesn't even have the courtesy of offering me any sort of explanation for this shockingly unfair and unconscionable decision, and you continue to ignore my attempts to engage in further conversation, I have been left with no option but to take this further. And right now, the media (social media and mainstream media) seems like the only place to raise my concerns and get my voice heard.
One last thing - I'm not sure if you or your superiors in your office are aware of the new European Commission laws and regulations concerning Airbnb, that were brought into effect on July 16th of this year, but I strongly suggest you all acquaint yourselves with them pretty rapidly, as I'll be taking my case to them too.
Kind regards
Susan
