Host Attention! This is the new trick some guests play with host for FREE living!!!!

[Crystal40]

To all the host! This is the new trick that some guests play with the host for free living and cancellation without the payout.  I recently have very bad experience with the fussy guest and I would like to share this with all the hosts to keep my case in mind.

Regards to AIRBNB Terms and Conditions,  guest just need to complaint about Cleaning Concern as the excuse and took some unilateral pictures (such as the camera close focused to the dust under the bed and corners, unflushed toilet etc.) to ask Airbnb do the refund and cancellations.  At the same time, Airbnb will not show to the host about the photos they received from guests. (At least in my case the case manager refuse to do)  At this stage, Airbnb will cancle the reservation and guest will receive the full refund even they have checked in and lived at your place. Airbnb will stand by the guest side, and I felt in my case the host side completely been treated unfairly.

My story was the guest booked our individual level with two bedrooms for two, but the Check-in day just herself showed up and she was happy with the rooms.  After she lived at our place for one night, the second day night time, (approximately after 40 hours stay without leaving the house) I received the Email from Airbnb said she made the complaint about my place's cleaning issue.  we felt strange because we hired cleaning company did the pace and we went downstair and try to help.   At the first, the guest didn't mention the cleaning issues.  Instead, she said our hallway doesn't have a locker, and the garden door doesn't have the curtain because she prefers to walk without cloth.  Holly, who gonna walk naked through the living room to the botany???  I and my partner don't want any argument with her and we adviced the guest to get in touch with Airbnb for the cancellation and further help.  Just 40 hours stay at our home, the rubbish and guest's personal belonging are throw everywhere, we were very unhappy about how she treated our house.  She said we do not have the right to take the photos because she paid and rented the place.

After all of this, I called the Airbnb and waited for one hour for the case manager's call back.  She spoke with the guest first and wasn't friendly to me.  The case manager said she will refund her and the guest will move out next day in the morning.  She refuses to show me the documents and made the conclusion that this is the host's responsibility.  I was very disappointed and I insist show her the receipt from the cleaning company and require for the photos, the case manager still refuse to do it.  I sent her several time's emails but all the feedback was all about the fake words.

Please keep in mind everyone, It is really important to make the right decision accept the reservations.

I hope my story can give all of you some thoughts and be on the alert. 

[Sam104]

I always send an airbnb text saying " Hi was great to meet you, hope you had a great night in Leeds, and the apartment was up to your expectations, if there is anything you need, or any problems, pklease let me know,"

[Crystal40]

Here are some updates about my case

I call Airbnb customer service line every day and require for the update and change the case manager.  The manager makes her decision before I submitted the cleaning report and other support documents.  I asked the manager call me but she just ignores me completely.  In this case, I am very mad about Airbnb 's attitude and I also doubt that if Airbnb protects our Host's benefit at all.

The sad thing happened to me now is the guest left the very very bad review, I require Airbnb to delete it and I submitted all the support documents to prove that my benefit has been influenced seriously, but because I was bad luck and met the irresponsible case manager, she only said she is not able to delete the review and refuse talk with me again. 

I think this is the good lesson for me as well as all of you who may have same concern as me.

[Ma0]

maybe it is time to list your property on another site there are many of them out there

[Deb59]

Airbnb seems to favor the guests over the homeowner and hosts every time.

Being at the mercy of BAD GUESTS review which are complete lies to use the system should not be allowed and should be able to be deleted.

I too have had 3 horrible guest experiences, and I'm fed up with Airbnb not protecting us the homeowner... We need to unite and file a lawsuit!

[Wendy358]

..Hi Deb, Im with you, I have been hosting with Airbnb since they started in Australia 7 years ago, it used to be great. Now they have people makiing decisions that are not of the same community spirit as before.  They just want a quick fix and the guest paying the money is always right.

Here is a bizarre example.  10 days after guests checked out they were allowed to complain, sending photos of bites saying that there were termites in the house and they were bitten...what! I checked google and termites dont bite people for a start...but why after they have left the building allowed to send photos and get 1/2 their money back - just taken out from my payout.

I asked to see a doctors certificate but that didn't happen...

There has been a big change of late and airbnb need a wake up call.- a class action might get their attention.

Im looking into using other sites

[Deb59]

WOW - AGREED, what other sites????

[Elizabeth10]

Does anyone, including AirBnb,  realize that that the terms of service state that and cannot post false content.  Yet they break their own terms when they allow false, not to mention intentional, malicoius, deflamatory reviews.  

5.8 You will not post, upload, publish, submit or transmit any Member Content that: (i) is fraudulent, false, misleading (directly or by omission or failure to update information) or deceptive; (ii) is defamatory, libelous, obscene, pornographic, vulgar or offensive; (iii) promotes discrimination, bigotry, racism, hatred, harassment or harm against any individual or group; (iv) is violent or threatening or promotes violence or actions that are threatening to any other person or animal; (v) promotes illegal or harmful activities or substances; or (vi) violates Airbnb’s Content Policy or any other Airbnb policy. Airbnb may, without prior notice, remove or disable access to any Member Content that Airbnb finds to be in violation of these Terms or Airbnb’s then-current Policies or Standards, or otherwise may be harmful or objectionable to Airbnb, its Members, third parties, or property.

[Inna31]

Crystal, can you disclose the name of your bad guest? Please. If you have a picture of her, by the chance? 

[Richard1]

I use the AirBnB messaging service and send this to each guest after their first night's stay:

Thank you for selecting our apartment for your Berkshire visit. It is our hope that the apartment has exceeded your expectations. If there is anything that requires our attention during your stay or if you have any suggestions on how we could improve your stay please let us know through this messenger. We welcome your input and strive to continually improve. We work hard to maintain our 5 star review rating and if there is anything during your stay that you feel does not warrant 5 stars please let us know. At the end of your stay you will receive a request from AirBnB to leave a review of the property and your host. We hope that you will take a few moments to share your experience with future guests.

[Gillian19]

@Richard1I love your message you send - I am going to do the same. Maybe it will at least make people think a little before leaving me 4* reviews when there wasn't anything wrong!

[David2796]

Good thinking Richard

[Julia232]

Hi

I have just had a similar experience. A guest checked in and then gave a very creative untrue very bad review that was both insulting and totally full of lies. I have seen that this guest has done the same elsewhere and checks in under different identities.  I am aware that she is living in Airbnb as a way of life and I can see that she is making a habit of bad reviews... now I know why.

What can we do about this. I have reported this guest as she is on a trail of destruction.

Thanks for sharing.

[Vanessa181]

A couple who have stayed 4 nights have just left,  They were pleasant and no trouble but

as a single woman living alone ,I was concerned that they were not the gentleman who's

profile I was sent. Therefore not Id verified.  Just before they left they came to see me and 

said that the young lady was missing some ' brand new cosmetics ' ,They then hastily added that#

while thesewere quite expensive , nothing else was missing , inc , cash & jewelry that had been

in the room .. all was there and accountefd for....except the 'expensive' new make-up.

Iam nearly 50 yearsold and at this stagein my life, as any 50 year old woman Im sure will agree ,

I use certain cosmetic products which I find work for me... and they are not the type a typical#

20 year old would use.My cosmetics are used to hide and provide sceffolding  and camouflage fo

ward off the signs of the constant forward march of time !!  I dont use luminous colours..milky white

skin tone and black kohl... Barbera Cartland pioneered this look for the older woman and was a great

example of why cosmetics are specific to an age group..

To sum up ..although there has been no backlash yet... I feel very vulnerable and concerned that ,

having looked everywhere and found no make up . this could be an excuse for a complaint and

a request for a refund..  If it isnt the case , there is stillthe very real worry it could have been.

I rely , as a freelance Artist who has periods when there is no work around , on the income that

airbb provides and the evident lack of support for hosts which I have read is a real worry.

I wrothe this to airbnb

This couple, Ian & Eleanor, are not the person who's profile I received. They were nice people but as a single woman living alone it is a concern that anyone .regardless of being id verified , can arrive with your acceptance & stay at my home. There needs to be some form of protection for hosts.
Iam particularly concerned having tead in the host community about guests being refdunded when the make unsubstantiated claims regarding the host... and in fact have managedtobe accomodatede for free , at the expence ofd the host,
Should I be put in such a situation Iwill leave airbnb and take whatever action required todefend myself. if a guestmakes a complaint and it is fair , that is one thing , but as an excuse and fictional aswell...this is unacceptab.eand happens too often from what I am reading
Air bnb need s its hosts and has a responsibility to them aswell.Hosts should feelsecure that they can rely on support and a fair investigation into any complaint before refunds are given.
Eleanor misplaced some cosmetics while here which was a little difficult. I have yet to read their review but I hope this is not going to be an example of what I have mentioned

I have yet to see if my concerns will prove to be valid

But I dofeelthat hosts need to get together if need be and put the point to airbnb that without us,

they would have no business and its time they recognised the issues that we face when guests are troublrsome

...and are able to get there money back for their misbehaviour 

All my guests . & I have only been with airbnb a month , have been really lovely people . It is not the guests

Iam concerned with , but the like of support for their hosts and the one sided responce shown to guests when unfortunate incidents occur. Both guests and hosts should have their say and any decision to refund should be based on the evidence provided...

that is ..common sense isnt it...

[Vanessa181]

To add to my post about the couple  who were not the gentleman who's profile was used to

make the booking and therefore not id verified ...on departure they suddenly ,having been happy

enough whilst I was doing all I  could to make their stay comfortable , suddenly came to my room &

complained the young lady had lost expensive cosmetics... they were quick to add that money & other 

belongings were all as they should be and nothing else was missing. However there was emphasis on 

the cost of the 'missing' cosmetics.

I received an email just over an hour ago saying they were now discovering more missing items

I have replied to them reminding them that they did infact stay with me on the basis of another persons

profile and therefore had stayed on false pretences and any missing items would have to be reported 

to the police .I added that as they had breeched airbnb's T&Cs , any review they gave making inferences

of a slanderous nature would be seen and dealt with as such.

I have not heard anymore but it was comforting to read one hosts experience of a guest using a fake profile

being dealt with fairly

I hope this is a one off... airbnb had been a positive experience until now 

[Clarissa73]

Hi,

I have a similar experience too but the good thing was my case manager did listen to me.

I am not sure of this particular guest has done it in the past but the way he was complaining seemed to me he was very used to arguing about the cleaning issues. He did not get a refund  when making a claim because he was not deserved to.