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. 

[Inna22]

@Ann72 thank you, and very well said 😘

[Francesco1366]

@Ann72, 

@Ann72, 

I think it's a normal message in such a deal, Airbnb is asking us for something on behalf of the guest and would like us to accept. It works with those who are insecure and thought even before that it was unfair to withhold the entire amount. They will be manipulated with joy. No? We are not children, if we are afraid to say no to Airbnb, I just don't know the solution.

You can also disagree with something that you accept. And this happens with strict policies, the guest accepts them but disagrees. He is used to more flexible hotel's policies and so thinks strict are not correct. He asks for discounts to Airbnb that has to try to satisfy the guest not to loose him. I accept being treated worse than the guest by the assistance, I am stronger and I want to attract more and more. 

it would be nice if it wasn't true, but everyone asks for discounts. I think also there is a difference between asking for a discount on rent or a penalty.

[Ann72]

@Francesco1366  When you book an Airbnb, you enter into a contract.  Part of that contract is the cancellation policy.  When you've entered into that contract, you've accepted that cancellation policy.  When you want to break the cancellation policy, it's not the same as asking for a discount.  It's the same as breaking a contract.

I believe in contract law.  And I believe that Airbnb CS is meant to uphold the Terms of Service.  So I don't think they should suddenly give themselves the title of "mediator."  I think they should say, I'm sorry, you signed a contract, and it says you're not entitled to a refund.

If the guest then wants to go directly to the host and ask, he or she should feel free.  I said no the one time Airbnb CS asked me - because the guest was trying to game the system.  I said yes to everyone who had to cancel this summer because I rebooked their dates.  Guests, put your grown-up pants on and just come out and ask the question.  Sometimes in life you will be told no and that will be the final answer.  Accept it and grow up.

[Francesco1366]

@Ann72, thanks for your message. I agree with you.

However, we have to admit that to obtain reservations Airbnb does not put much emphasis on the contractual aspect. We too in our ads, photos and pleasant things are the most important things. In such a "friendly" atmosphere, initial expectations are hardly swept away by our rules, especially for an event that the guest often imagines will never happen. Therefore, despite the guest accepts our policy, his initial expectation continues to prevail: it is unfair to pay if I do not use the house! I think Airbnb receives a lot of pressure from guests about strict policies, more than we imagine. In a way, Airbnb does nothing but only translate the many complaints of guests into "multinational bas*bleep* language". Obviously you can see a lot of negative in this, it depends on points of view and I appreciate them all.

I focus on my craving for money. Terrible! Please Airbnb pamper the customer and ask me what he wants even 10 times, I understand you can't easily end the complaint with him if he is convinced, by his expectations, that he is right. I also understand that you, my dear Airbnb, prefer me to accept, it's your job to serve the guest in this case and you only have to gain. The most important thing is don't loose the customer! Obviously there are limit, not his wiilling to get a discount on policies or other.

I think positive, these are important market warnings: guests don't like strict cancellation policies. Knowing them can be useful for our decisions. Apart from changing our policies, I wouldn't do it, can these pressure help us to join together and try to find a solution to get refunds, full or partial, from cancellations, maybe a mega insurance? Thus the restricted cancellation policy will no longer make sense, we would have more bookings and also to fill cancellations. The best of us will earn a lot more than the cost for insurance.

[Inna22]

@Francesco1366 I would not have my Airbnb if I could not have a strict policy. I already know that I am losing some amount of reservations because of this and that's OK. My houses are big in a good area so my overhead- mortgage, taxes, insurance is big. This also means that I can not fill it last minute- I cater to bigger groups and they do not travel on the whim. If I get a 2 week summer reservation cancelled last minute, that could mean most of my profit for the summer is gone. That is my high season when I make most of the money. I also pay my cleaners more than average- big city prices plus the size of the place. I still have to pay them if someone cancels after they are scheduled. So I am actively out of money in that case. In all, the risk last minute cancellations carry for me is far greater than the financial reward.

I do agree that travel insurance might be the answer. 

[Francesco1366]

@Inna22 

I think exactly like you.

For us the flexible cancellation policy is madness. On booking I had 60 days, now decreased to 30 but not for the summer. On airbnb maybe moderate but trying to give more visibility to new ads. I also think that it is very wrong to apply the rates according to the cancellation policy, it only happens here: the choice of the policy must be free.

Keep in mind that I don't disagree with you, not even on your post. I am absolutely with you. I'm just trying to see it from other points of view, some I prefer because they offer a calm and moderate conclusion. This, it seems to me, allows us to find some important issues around yours initial.

Airbnb can offer an insurance? Can stop to apply the higher rates to the policies we are forced to accept?

[Inna22]

@Francesco1366 this is a discussion board so all opinions are welcome and different opinions only make it more interesting to keep coming here

[Francesco1366]

Thank you @Inna22. 

I would like to point out that we have found common opinions. We don't like Airbnb begging for discounts and would like insurance to protect us from cancellations. Also, I don't know if it happens in your area but in mine yes, I also think you'd agree not to charge higher rates for strict policies.

There are two of us now asking for all these things. It also seems to me that there is someone else here to agree on these points. We wish to be more and more 😊

[Ute42]

.

@Inna22 @Jennifer1897 

In cases like these I tend to write:

• Dear guest,
  
  due to Corona I'm very tight with money right now and I have some important bills to pay. I do expect a substantial payment into my bankaccount though in 14 days from now. Pls come back to me later and remind me of Your refund-request.

[Sarah977]

"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."

Hosts are well aware that they can refund a guest if they think the circumstances warrant it, and many hosts do. It's pointless to have any cancellation policies at all if Airbnb is going to urge hosts to ignore them. Instead they should be urging guests to carefully read the cancellation policies of the listings before committing to a booking. 

It is offensive to have Airbnb urge hosts to refund in violation of the policy the host has chosen. It shows a lot of disrespect for hosts, while pandering to guests, who no one forced to book a place with a cancellation policy they weren't willing to live with.

@Francesco1366

[Francesco1366]

You are right. But if we want to see it less "harshly", it is a request. A request that Airbnb makes on behalf of a host that just this he asked for assistance, I guess. From a point of view, it is better to interact with assistance and not with a host who may be upset. From yet another point of view, it is good that the assistance helps guests with their requests.

Obviously all points of view are valid. It seems to me that taking offense for these kind of requests is not the "right middle ground" which I believe, as service provider in a very large market, it is more correct to keep. But here I feel like a service provider (houses), and this is also a point of view 😊

@Sarah977 

[Ann72]

@Francesco1366  It's okay to take another middle ground - be very annoyed at being asked, but simply respond to the request with a firm NO.

[Rebecca181]

@Inna22   I would be curious to know if the commercial (aka "professional") property managers listing on Airbnb receive these sorts of communications in which 'hosts' are encouraged (aka pressured) to violate their own cancellation policies by refunding guests who agreed to said cancellation policy when reserving. I would find it very surprising if they did. Yet another example of home-sharing hosts being treated in a less than professional (and respectful) manner by Airbnb.

[Mike-And-Jane0]

@Inna22 

I couldn’t agree more. Yes please allow the guest to ask me to modify my policy but once I have answered then please just move on - The chance of me changing my mind goes down significantly every time I am asked!

[Dale711]

Salut @Inna22 ,

It happens a few times on us too, even we say " no " 🙄    

Sep 15, 2020

Airbnb Support2:56 PM

Hello Dale and Dan,

I'am Chousamelntin from the Airbnb community support team. I hope you are well.

During this particular period, the average response time may be extended, we thank you for your patience and for your understanding.

I am coming back to you to inform you that I have just taken charge of your file concerning Renojan reservation, reservation reference HMTMQ98D8D and date of arrival on 10 July, 2020.

I would like to know if you agree with the reimbursement request in favor of Renojan, he mentioned the that he left the shared room the 12 July night and he booked for 22 nights. if so could you confirm your agreement in writing to me, after receipt of this email I will proceed with it. Knowing that the payment already made on 11 July must be refunded, for this we will deduct the corresponding amount on your next reservation.

If you are available we can arrange an appointment to discuss by phone,

Looking forward to hearing from you, I wish you a good day,

Take care of yourself,

Chousamelntin

________________________________________

Bonjour Chousamelntin,

Thank you for your email.

Renojan told my housekeeper that he will go home to settle his family problem.

But he did not mention he will leave and not to coming back. He was uncertain he will be return or not.

We did advice him, if he decides not to return, it's very important to cancelling the reservation immediately for another guest to able to make a new booking.

But he did not cancel and did not call us to update his situations.

We cannot do the refund, as the reservation still active and has passed.

Hope you can understand our listing strictly cancellation terms in the announcement

Thank you and warmest regards,
Dale

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As i mentioned before i have to adjust your payout for this reservation and refund Renojan the nights not spend in the Listing.

Have a nice day,

Chousamelntin

Dale2:20 PM

Your first massage is asking us we agreed or not for the refund, we told you we disagreed

But now you told us you will adjust and refund?

We do not understand if you already decide to return Renojan , but why are you asking us in the first place?

___________________________________________

" i have to adjust your payout for this reservation " 🤔

" i have to adjust your payout for this reservation " 😫

" i have to adjust your payout for this reservation " 😷