Airbnb should stop begging us to give refunds

[Inna22]

Now that Airbnb seems to have started to read these boards and take action (I am personally pretty impressed so far), one of items that needs to be addressed next is begging hosts for refunds against host policy for cancellations. If I wanted to give guests refunds against my cancellation policy, I would have either not selected that policy or refunded them when they asked me directly. Airbnb is stretched thin as far as customer service yet they have a team dedicated to quilting hosts into additional discounts. I find the tone of their emails and calls insulting. Typical message: "I am reaching out as a third party mediator to make sure that this will be resolved fairly". It is already resolved fairly- the guest got exactly what was stated in my cancellation policy and I got at least something for the weekend I am not able to rebook most of the time. There are always discussions here about giving money if the weekend books or fairness of strict policy overall. We can continue discussing it but at the end each host should be able to do what they feel is right without Airbnb's involvement. 

[Jennifer1897]

Completely agree. I recently had a guest who was due to stay a month, cancel last minute. At the time she cancelled, she was no longer eligible for any refund. Feeling bad I gave her 50% back and let her know if by chance the dates she cancelled were re-booked I would consider refunding additional monies. After her sending me numerous angry and insulting messages, airbnb reps proceeded to contact me on 5 separate occasions asking me to consider refunding her.  It got to the point where I got rude to the reps because I was tired of being hassled despite saying NO numerous times.

Like you said we choose our cancellation polices for a reason, an we have the right to uphold them. 

[Inna22]

@Jennifer1897 you chose to refund this person half and instead of a thank you you got angry messages from her. Airbnb should have explained to her to be grateful, not bombard you with messages

[BenkaandKeith0]

Airbnb is no longer thinking of the hosts. Ever. They completely and totally have only the guests in focus. This is insane. We've been hosting over 6 years full time with Airbnb and it is disgusting to see how the their policy has changed. What used to be PURE PLEASURE to work with them, get ideas, feedback and support, is now lately, in particularly this year a complete wast of time. Their support team does nothing else but pushes you around from one "department" to another, they chop up one problem into 6 people solving it. It's such a grand, counterproductive mess that make us sick in our stomachs if we have no other choice but get in touch with the company. IT IS SAD TO SEE HOW THE CARE FOR THOSE WHO SHARE THEIR HOMES HAVE DETERIORATED TO UNDESIRABLE LEVEL 😞

[Helen350]

WWUD?? 🤣

[Francesco1366]

@Inna22,

I agree. Furthermore, In Italy Airbnb was sending misleading messages to hosts. "If you want to cancel the booking, CLICK HERE". If your guest warned you shortly before that he wanted to cancel, it is very simple to think that by accepting you confirm the cancellation according to your terms making your calendar free. Accepting instead is as if the host cancels.

I do not fully agree that Airbnb has started reading these boards now, in my opinion it has always done and the constant changes to review methods are partly due to the complaints in the community. There have been in the past many other specific methods to listen to us. Eg Host Voice in which any host proposed improvements. The top rated got a lot of visibility and discussions between hosts, often an Airbnb response. You could have entered your instance in a specific area of ​​the community and got tons of votes. Isn't that better than making a post, hidden from thousands of new ones, and then an advisory board?

Honestly in my opinion you exaggerate a little. Again, I think unacceptable to deceive like in that message I said before, but a message like you described is certainly annoying but can simply say that Airbnb helps guests to get what they would like. If we want a lot of bookings, we need to create a system that also listens to guests a lot. Since it is not an imposition, you can say no and explain why.

[Ute42]

.

@Francesco1366 

Host Voice got discontinued more that a year ago.

That shows that airbnb isn't interested in out proposals.

[Francesco1366]

@Ute42,

thanks for your message. 

I know it was closed, that's what I wrote. I think Airbnb is interested in some of our proposals, and it has clearly shown it. We have to thank. 

Obviously it is not interested in accepting all, it's good because some are terrible. But I am convinced that it could reasonably accept without compromising its business, becoming more fair, some very important instances. I am sure that by accepting and shaping them according to his needs, which are very important, he would become even stronger. It is a normal customer / company relationship, unfortunately we are very weak in showing our needs. 

Eg, if we were professional as Hotels, surely it would better check the legality of the ads, Super Host probably wouldn't exist or would be very different, there would be no different rates based on the cancellation policy and excessive advices to lower prices. We probably would also have the possibility to insert many more extra expenses and not just cleaning ones. Now with the entry of strong new competitors such as Hotels, it should ensure clear and transparent rules to avoid that those who spend more have more visibility. Airbnb Plus would be thrown away, unacceptable on a platform where we should all be equal to create a better status without any clear rules, not allowing all us to achieve it but only a small part in certain areas and with "beautiful" houses. Airbnb has to create another site! As other competitors that have special sites for villas, eg.

[Francesco1366]

@Ute42,

thanks for your message.

I know that Host Voice is closed, that's what I wrote.

I think Airbnb is interested in some of our proposals and it has clearly showed this. We have to thank

Obviously it is not interested in all of them, fortunately because a lot are very bad.

I am convinced that he could accept some very important to us without compromising his business, becoming fairer.  Unfortunately we are not organized like hotels and we are unable to intercede correctly and with unity.

Super Host would not exist or would be very different as Plus, unaccettable a Status if non-transparent parameters impossible chosen arbitrarily: Airbnb has to create another site, as competitors did for luxury houses We probably wouldn't have different rates based on cancellation policies and a lot of advices to lower price. The legality of the ads would be more important as fair competition, now with the entry of the hotels we will pretend that it is not possible to gain visibility and therefore clear rules. And something else. 

[Helen350]

@Francesco1366  No, @Inna22 does not exaggerate nor deceive.- How rude! 😤😜

[Francesco1366]

@Helen350,

thanks for your message.

Maybe I wrote badly, English is not my mother tongue and I've been a very bad student. @Inna22 does not deceive! Airbnb deceives with the messages I described in that comment. In my opinion Inna exaggerates, but perhaps in Italian it is a sweeter word. She exaggerates in the sense that, in my opinion, she is too offended by the Airbnb typical message :"I am reaching out as a third party mediator to make sure that this will be resolved fairly". I wanted to emphasize the other part of the deal, the guest's point of view which is important that Airbnb to try to satisfy in order to get more guests.

I love inna and everyone, I didn't want to offend anyone

[Helen350]

@Francesco1366 😘😘😘

[Francesco1366]

😘😘😘

I really hope my previous message is understandable. Very sorry again. Unfortunately I could no longer modify it 😭😭

@Helen350  many, many, many thanks for pointing this out to me 😘😘😘😘

[Debra300]

@Francesco1366,

I realize that English isn't your first language, and understood that you were using a term that probably translates differently than what you meant.  I think that you were trying to say that you think @Inna22 is being overly irritated at the requests from Airbnb.  

I fully agree with Inna, @Jennifer1897 , and @Sarah977 that Airbnb shouldn't repeatedly try to get hosts to break their chosen cancellation policy.  I see no problem to ask once, and if the host says no, that's the result of of the request, case closed.  CS reps should handle out-of-policy refund requests in a similar manner they do for requests to pay for damages that guests have acknowledged (or proof has been provided) is their fault.  Once a guest declines a payment request through the resolution center claim, the case manager quickly closes the claim, and most times doesn't even send the host a status update.  They certainly don't go back to guests several times begging them to reconsider, and pay for the damages they created.

@Helen350 , @Ute42 

[Ann72]

@Francesco1366  I'm glad you clarified because we all love @Inna22.  You made it clear it was your opinion that she overreacted.  But it's my opinion she most certainly did NOT over-react.  Airbnb's message to her was manipulative and designed to make a weaker host cave in to the pressure of overwhelming guilt.  (As if.)  The phrase "to make sure that this will be resolved fairly" is ESPECIALLY offensive, as it implies Inna's behavior to that point had not been fair.  In fact, when a guest agrees to a cancellation policy, any attempt to override that policy is unfair.  Travelers book non-refundable travel every day of the week.  Does anyone write to the airline on their behalf and use language like that?  Certainly not.

I especially like your phrase, "Airbnb helps guests to get what they would like."  Wouldn't it be nice for all of us if, after we agreed to a contract, we had someone help us get what we would like?  I signed a lease to rent an apartment for a year, but I would like not to pay the rent this month.  I bought a car and agreed to pay every month, but I would like not to make the car payment this month.  I hired someone to work for me, but I would like not to pay her this week.

You know I adore you, but you didn't think that one through.