Loosing passion for hosting

[Ivanka-and-George0]

After 132 reviews, out of which 128 5-star, and one full-time year on Airbnb, today we lost our passion for hosting. Not because we received a partially negative review from a guest who complained that he had only the chance to check in at 2 pm when we actually offered 3 different alternatives. Not because, although this review was just partially based on the true, the position of the Airbnb support is to not to remove this such of reviews, because it helps to generate an "honest" portrayal of the variety of experiences that our hosts and guests have with each other. But the reason why we are seriously considering to quit on hosting is because of the poor quality of the support we received. We opened the case with a detailed analysis of the incident, including also quotes from the recorded chats. The result? Just some cold answers, copied and pasted from standard templates, from two "case managers" who quickly closed the case without so many motivations. They did not even spend 5 minutes of their time to make a phone call, despite we requested a call-back. Is this how we get recognized for being an outstanding super-host,  after a whole year opening the doors of our house to Airbnb guests? Definitely frustrating. 

[Hariet0]

Smart pricing is a joke.  Not sure where they come up with their rates.  Airbnb suggested I rent my 3 bedroom house, one block from the ocean in a nice area of Nagshead for $52 a night in semi prime time, really ?  Oh, And  need to supply linens and paper products too.  I had to turn it off cause it just made me mad.  Makes me not trust any other ideas they come up with.

[J25]

I would like to agree with you Huma BUT a question back in January I am always told will be given to a specialised team!  Hey, after ringing 6 times about the problem no reply, nothing.

For NZ clients Airbnb are charging 10%VAT (our GST charge). BUT THEY ARE NOT GST NZ REGISTERED. and listen to this accommodation in ones own hom comes under SPECIAL SUPPLIES FOR GST and is EXEMPT from GST.

It is illegal for Airbnb to charge.  The support person assumed the money went back to NZ.

Wrong.  No money into IRD NZ has ever been received from Airbnb.  But it is for the Host to charge (collect), note on their GST form and send to IRD if they are running as a business ($40,000 turnover) and therefore GST registered. Those guests claiming GST back should have aroused IRD NZ into acting.

Also NZ GST is 15% and not like Australia 10%.

I listened to THE POLICY MAN FOR Australia and New Zealand.  Why isn't he emailing me and telling me what is happening.  but NOTHING.

I have blocked all dates until September. I wish to know the answer to my question.  Why is Airbnb charging my guests GST?  I am offering accommodation in my home!  Exempt from GST and I am not registered.

I saw a letter from a Coromandel person asking what she should do because she has had to become GST registered.  That was in 2016 and she wrote again in 2017.  She did not get an answer.

If NZ hosts could ask the question why is Airbnb charging GST when not NZ GST registered that would be the support that I need to get it ATTENDED TO.

cheers J.

[Ivanka-and-George0]

Hello John, so far nobody from Airbnb has followed up, but honestly, I am not surprised.

[Paul154]

Oh my,  .  Come here to this board for support. We don't bite - much!

The review you got was very good!  2 small clunky unimportant issues. One was miscommunication between you and the guest (checkin time), the other was Google maps (which is out of your control.)

But obviously, they hit a nerve and you became very defensive in your response.

Next time your respond, remember you are writing for FUTURE guests.

"Future guests are encouraged to tell us their arrival time (2 pm - 10 pm) and we will try our hardest to accomodate"

"Map renderings are out of our control. Future guests can double check location by copying our address into their own map."

[Ivanka-and-George0]

Hello Paul,

it's true, our response was definitely impulsive.

For sure, we will keep in mind your tips for the upcoming guests. 

Thank you so much.

George and Ivanka.

[Bruna-and-Siana0]

Similar experience here.  We had recently some issues with a couple of guests and had to contact the support team. We also contacted them to review our highlights as the information and stats displayed are incorrect. We had no help from Airbnb, neither for the highlights, removing retaliaory reviews, and helping issues with guests. We just get copy paste messages of standard responses.

We have 103 reviews, 94% 5*. I think we deserve a bit more than standard responses. It  especially worries us that if we have a real problem (not just minor issues) we won't get any help. I think end of the summer will be our last time hosting (at least for now). We love having guests in our house and really enjoy hosting. But everytime there is a problem it's too much energy, time and frustrations. 

[Ivanka-and-George0]

Dear Bruna & Siana,

thanks for joining this conversation. 

Honestly, the idea to do not get the proper support in case of a real problem scares also us. 

George & Ivanka.

[Brett3]

I have just spoken to Airbnb about young guests that stayed last week. I had concerns about many House Rules not been followed after complaints from a few neighbours. When I messaged the guests they became quite aggressive so I rang Airbnb to mention my concerns. They suggested I go ahead and lodge a claim and to contact them if the guest ended up writing a retalitory review.

Megan that I just spoke to at Airbnb said she would carefully review the information and get back to me. I am not feeling very positive and thinking about cancelling all my future bookings a deactivating my account. I have been hosting for years and mostly loved it, but the hit and miss support is making it all pretty ordinary. 

Here is the review the young guests left:

"The apartment is very noisey the tram runs all night long and is basically right next to the window, the neighbours balcony is only arm length away from the balcony of the apartment and they smoke so if you don’t like the smell of smoke coming into the place it’s not very ideal it also limits your privacy as they can see straight into the apartment. If you have a big car you cannot fit underneath into the parking area , and it’s a mission to try and find elsewhere to park unless your willing to pay lots of money for parking. The host was nice at the start but when discussing any matters he wasn’t the nicest , the shower head is not ideal for tall people... and to take your things up to the room you have to carry all of your stuff up 2 lots of stairs and that’s not even including the stairs from the underground parking. I cleaned the entire place put all the sheets and pillow cases into the washing machine and turned it on, washed all the dishes , swept the floor and put the towels all in a neat pile next to the washing machine , I left the place spotless and only forgot to do one thing, which was just to take the rubbish bag out that was barley full and he messaged me to say he was unhappy ? My guest and I got accused of many things including breaking a table from a unit that we weren’t even staying in and apparently stealing a glass in which the host decided to charge me for a whole new 10 pack of cups because you cant buy them individually.. !!! when in the first place we didn’t even loose or break one. Which I was very confused about. I feel like the approach from the host was rude more so then professional. I’ve stayed in many air bnbs my family all use the app and they have never had this issue nor have I. Definitely won’t be staying again , a one night relaxing stay turned out to be full off getting accused and billed even more by the host. After paying a lot of money just for the 1 night. And adding on more for things I didn’t even do ? Very upset."

[Fred13]

If you look at Airbnb as a guest referral agency, you will never be dissapointed. If you look at it as being more than that  - you will be.

[Cathie19]

Too true @Fed0!

[Mathieu-And-Kunj0]

@ Ivanaka and George, I can understand you had a not so pleasant review and I hope it gets resolved. I am sure future guests will not judge your hosting standards by just one review. Don't let this discourage you. You are a great host and this one review should not define your passion for hosting.
We recently lost our superhost status due to 1 single review. We have not been on Airbnb very long but we too as most hosts have put our heart and sole into hosting. Since that review we have been fighting a hopeless one sided battle with Airbnb Customer support and we repeatedly get the same almost automated answer. We have been asked for proof and all our efforts are meaningless as we have no proof since this conversation with that said guest was verbal. This guest point blank asked us for a free night's stay in exchange of a good review.  We too are disappointed but we won't let this make us quite hosting. We may find alternative of Airbnb, may be later than sooner. Airbnb can not and will not be the defining factor for us and should not be for any other host. We all HOST people in our homes for various reason, but I am positive there is always some part in us all that find comfort in knowing that we are able to provide comfortable and safe stay for people around the world. 

[Ellen198]

I have had to cancel a man’s stay due to damage and filth in the room. The same room had another totally false review. Airbnb suspended my listing for five days. I got no help on the damages and the guest got a refund. I wish i could find an alternative to Airbnb as well. 

[Zacharias0]

if the issue is with google maps you can submit to them a change that correctly denotes your address. i had an issue of guests going to the wrong address as displayed on Google Maps and sent Google a quick modification and they fixed it within 12 hours.

[Maddalena0]

Same experience here. I share your feelings and I am also considering to quit Airbnb and give the aparment to a letting agency. 

One of the reason I liked Airbnb was the interaction With guests, but if that has to turn as a frustration I really don't see the point. 

[MariaTeresa29]

My issue is also about the delayed response of AIRBNB on an incident wherein my guest had a self-inflicted accident and is asking for a full refund. He, the guest, was also asking if AIRBNB will have an insurance that covers this kind of accident.

It happened on May 14, and I only got a response on June 2, from a  Charles, which looked like a copy paste response informing me that AIRBNB does not cover this kind of incident. However, everytime we accept a booking, you always get a NOTE that we are covered by AIRBNB.

Then, June 4 from Olivia, it only says that she will forward it to the customer support, again a copy paste message.

I am still quite new to AIRBNB, but already got excellent reviews as we treat our guests like kings. But, this first incident makes us also worry, that we are not really protected by AIRBNB.