AIRBNB DOES NOT SUPPORT HOSTS....Beware when making claims with resource ceter!

[Dominique871]

Good morning all,

I am certain this is not the first or last post about how inadequet and ineffective Airbnb's Resource center is.  I'd like to share my story:

I had a guest June 15th for one night.  He informed me of his plans for his stay and how many people would be coming etc.  I reached out twice afterwards, as I always do, to ensure checkin was ok and discuss house rules.  Everything was mint until two days after his party checked out.  I found my house has been "pranked"  to add to clean up, a direct violation of house rules.  Here's what I found:

Every single light was left on. EVERY one, even the small ones over the kitchen sink.  The thermostat was increased to 27 degrees celcius on a summer weekend and "held" there so it was constantly running.  Every drawer in the kitchen was forced open and left.  Soap was poured in all of the disinfecting wipes I leave out.  All lamps were placed on the ground.  Sheets not stripped, towels left on the floor etc.

I reached out to the guest to ask him about it, all he said was he was cold at night, didn't acknowledge the rest.  Contacted Airbnb to adivse, they told me to make the claim.  I even asked if there are reprecussions to this by guests, they said Airbnb will step in.  Put out a claim for literally $50: extra cleaning and cost of replacing damaged goods and wasted electricity.  Didn't think I'd get it but this is what the rep suggested.  I also wrote a review of this guests shenanegens.  He, obviously, denied everything and in turn left a ridiculous review in return that ruined my chances of superhost.  Claiming "the host is rude" in an attempt to take the owness aware from himself when thus far, my reviews have been prestine and supports my customer service. 

AIRBNB HAS DONE NOTHING ABOUT THIS.  They do not have a structured complaints department that can effectively handle these kinds of situations. When I call, they leave me on hold until I hang up.  I asked for a higher up or manager, they claim there is none.  I have wrote many emails and provided pictures, they claim a representative will contact the guest and then come to an undisputed conclusion.  I have received nothing from them other than empty promises to TRY to get a higher up to call.  I will be telling everyone this story, guests can vandalise your home and Airbnb will sit on their hands and down right dodge you.  Hosts in my town know it and have told me to keep fighting, not a trade secret at all.

[Alexandra316]

@Dominique871 Hello Niagara neighbour! Welcome to the board.

What would be your ideal outcome here? What do you want to see Airbnb do? I have to be honest: I don't see what this guest did as vandalism. I think of vandalism as permanent damage, such as marking walls, deliberately damaging property, etc. with malicious intent. Weird that lamps were set on the floor and unfortunate that heat and lights were left on, but in my experience, it just kind of falls into normal guest behaviour (not every guest, by any means, but some for sure). Maybe consider getting a smart thermostat that you can monitor remotely so you can adjust the heat/AC once a guest leaves. I've done that in my properties, and I use it all the time.

You didn't say if the guest paid the $50. If they did, I would chalk it up to experience and move on.

[Dominique871]

Hello,

to answer your first question, at this point the best outcome is a change in Airbnb policies to protect hosts and the removal of the revenge review left.  There is nothing in place to protect those who put out a claim and this is not the only story of this kind of act.  I know this peron had ill intent based on private conversations between him and I, the review he left etc.  I respect your opinion, but vandalism isn't only a permanent damage and he inteed damaged my property, no matter how insignificant.  He most certainly damaged my bills, even if you leave out the heating and went against house rules.

Anyway, I posted this more for information purposes.  I deal with the public in my everyday life, I understand when it is time to throw in the towel, but I am sending this out to people who open their homes to others that what the guest did is not OK and to beware the lack of support.  I will take your advise on the smart thermostat though!  Thank you

[Branka-and-Silvia0]

@Dominique871 

I understand you are upset by this guest's idiotic and childish behavior. Who wouldn't be? And that was exactly their intention. To upset you because they just didn't like you. They didn't make a few thousand $ damage they could be charged or sued for. They knew what they were doing.

So take a deep breath and don't let them enjoy in victory. Your loss is only 50$, it could be much worse ( google "trash party, Airbnb, damage" and you will see)

Airbnb will not charge the guest for extra cleaning, your time or overuse of electricity. They will charge them only if they break something and you can show receipts for that item or for the replacement or repair. It is just the way it is.

[Tim-and-Holly0]

@Dominique871:
We've had one guest that pranked a house, but they did it with the purpose of messing up the next guest's stay as the things they did were covert like unscrewing the shower heads so that water would spray all over, turning off the water heater, hiding things around the home, etc. Once I figured out the house had been messed with I found everything they did except the water heater. While the pranking guest gave me a great 5-star review (to cover up what they had done) the next guest gave me a 4-star review because they had to turn the water heater back on. Ironically, the 4-star guest sent me a message a month later asking me to vote for a candidate they were campaigning for.  (NOT!)

[Dominique871]

Thank you all for the support. I'm glad I'm wasn't imagining things I, and now see it could be much worse. Indeed, I have let this matter go. I chalk it up to a bad experience. I didn't expect the money, I also didn't expect Airbnb to not even bother finishing an investigation. That took me by surprise. I have turned off auto bookings. I'll risk the decrease in bookings to have more control over the guests that come to my home. Thanks everyone!!