AirBnb Customer Service Failures

[Julian209]

Anyone else having issues with being understood by the Customer Services Team? 

I'm English, fairly well-educated and generally a decent chap - so it pains me that I'm having to be so 'racist' : ( 

It may be that I speak quickly - it might be, that the CustServ team try to 'get away with the minimun' in getting Complaints cleared from their system - it might be the third-party contractor (who I believe are in the Philipines) don't esculate issues to the Head Office - I just dont know. 

But I've had the absolute worst time. 

I've been a host on and off for a few years, and usually host 3days to a week, reservations. 

My most recent reservation was a three month booking, by a master's student and his Gf. 

My place, is exactly as advertised, and they were happy to pay their money, after confirming a few facts. It was following their confirmation that I became concerned;

They said - if you leave any things, or belongings in the flat - we will throw them away or donate to charity. It was a concern, but I figured they were young, spoilt and a little lacking in life experience. 

They were NEEDY!! My goodness they were needy - asking me multiple questions a quick Google search would answer. Asking me to provide 'Proof of Address' (Proof of address in the UK is an official process - I spent twenty minutes on two calls trying to explain this.....). Asking me to provide a washing machine (I use a launderette - as it says in the ad you'll need to - which these guest KNEW before they confirmed with their £5,600 payment!), asking me how often the flat was going to be cleaned (I said: this is NOT a serviced apartment....).....

But then - they broke a house rule. I have two house rules, and they broke one... The consequences of which are massive for me, and has involved legal expenses......

Following this - I tried to raise my concerns with Airbnb Customer Services... 

[Emiel1]

@Julian209,

As you refer to the "two houserules" in your posting and also in your review of the guest (BTW this review is more about Airbnb then about the guest). I was wondering why what these houserules are. They can not be looked up in the listing, because the listing is not active. . Also the guest mentioned an "incident", but not clear what it is. So somehow it raises questions which maybe can be answerred by some more explanation ?

Best regards,

Emiel

[Julian209]

@Emiel1 - 1) the washing machine is broken, so do not use it. 

2) the concierge is not available to AirBnB guests and should not be bothered. 

(My building has three sections - private, shared and social - the concierge is for the private residents’ section)... 

And the ‘incident’ was them talking to the concierge - despite me reminding them of the house rules the night before the ‘incident’.

The review IS more about AirBnB, you’re right - because following the incident - I didn’t want to have to deal with the guests anymore..... 

I asked AirBnB to get them out (following the breaking of the house rule), and Airbnb said this should be a last resort - which I totally get!! 

So I said - ok, if you’re prepared to be the go-between between myself and the guests... they can stay. 

(I did this because I know Airbnb would then appreciate how needy and trying the guests were! And obviously to make my life easier)... 

Airbnb said yes to this. But seemingly either didn’t mean it, or didn’t understand what I meant..... 

So they either didn’t communicate this to the guests, or the guests didn’t care - so the guests kept getting in touch with me (to ask more silly questions Google would have answered).... So I was then dealing with the guests and trying to find out why Airbnb hadn’t done what we agreed - and I still haven’t had an answer to that question. 

I then hen asked for my ad to be deleted. Airbnb responsed saying I needed to send proof of ID to such n such address if I wished to exercise my right of erasure under GDPR...... 

WTF!?.... 🤷🏼‍♂️🤦🏼‍♂️:pistol: 

[Emiel1]

@Julian209,

Ok. a lot of frustration...

I think Airbnb will never be between host and the guest permanently, in this case during rest of stay, so something is not communicated well or misunderstood.

You can delist an listing yourself (temporary or permanent), i understand that is what you want, as anothere listing is still active.But as you can see the review will stay on your profile.

https://www.airbnb.com/help/article/476/how-do-i-snooze-or-deactivate-my-listing

But if you wanted your account permanently deleted, Airbnb asks indeed for ID etc., so maybe another communication error here ?

https://www.airbnb.com/help/article/240/how-do-i-deactivate-or-delete-my-account

The "concierge" incident is still confusing me, as you state also:

"The consequences of which are massive for me, and has involved legal expenses......"

Sorry for asking, but was your Airbnb hosting illegal (the rules or terms of the building where accomodation is located in do not allow subrenting or hosting) ?

best regards,

Emiel

[Simone387]

Philippenes customer service is a complete nightmare and worse than none at all. Really time consuming and costly for Superhosts with several properties.