What has happened to Airbnb Customer Support (ACS)?
Why are Host paying for a service that has almost disappeared?
I recently had a Guest from Hell.
Here is an outline of the story. Ms Curran requested to reduce
the stay from 14 nights to 3 nights - I refused the request due
to insufficient time to replace my calendar with other guests.
I apologized and told the guest the reason.
The Guest replied she would accept my reason and she looked
forward to having a good time.
This is the start of things going wrong.
i, "What is the wifi password."
I gave the password even though it was in the reservation details.
ii, "Bathroom light not working"
If the L.E.D light is switched off/on repeatedly it will shut down for a
period of time. It has been working for the other guests with 0% problems.
I replaced it.
iii, "the sink is leaking, the pipes are blocked."
The maintenance man attended and cleared some of the blockage,
which I believe was caused by emptying frying fat down the sink.
Extra guests:
iv, reasons to believe the guest size was not 2 people, but in fact
3 adult and a child of about 3 to 4 years of age.
The homemaker reported that to me on the 1st of July. This was on
the basis of child clothing in the apartment. I understand that is not proof,
BUT Ms Curran requested two additional pillows AND sheets.
Then on the 9th of July the extra adult and the child was in the apartment
again showering.
v, Excessive use of electricity. The homemaker told the guest to close the
door to the balcony as the air-con was on and set to 18 degrees Celsius.
ACS is contacted by Host:
"The electricity meter is digital and takes daily readings hour by hour over
the 24 hour period. I can submit these reading to you to prove that the guest
has left the air-con, while going off to the beach."
*conversation with Airbnb staff removed*
Host response:
"Its is part of being a host to rectify guest issues right away without cost,"
The guest caused the action by throwing food and cooking oil down the
sink!
A plumber was required to remove the waste products from the pipe.
There is a cost associated to a malicious act.
Are you saying if a customer brakes all windows and doors of a rented space
on the Airbnb platform that the host should simply repair said damages without?
Airbnb's Host Guarantee
Property damage protection of up to $1 million USD for every host and every listing
—at no additional cost.
Whenever a guest makes a reservation and stays at your place, you're automatically
covered by our Host Guarantee.
Airbnb Support
"Host Guarantee protection is outside the topic."
So there you have it, Guests can do what they like and some members of the ACS
team tell you that you are NOT insured.
Hey Guys, if you have made it this far please share this story on Social Media.
Let potential new Host know what Airbnb is doing.
These are FACTS nothing more nothing less.
