Hello 🙂
I just wanted to ask about your opinion on this on how I can prevent something like this from happening.
On September 20th two women, who had booked my apartment, came to my place and right away complained about smell and dirt.
Ima leave the discussion on how this was a valid claim or not out for now.
I immediately offered to send in my cleaning lady in again to solve the problem but the offer was declined by the guests.
They wanted a refund but didn't want to cancel the booking because they said it would result in fees for them.
I called airbnb and they told me that I can cancel but it would also cost me a big fee, so I didn't.
I asked them about the refund claim and the operator told me specifically that the photos provided (a lil dust on the piano) are not enough for the refund claim to be accepted and anyways did the guests not contact airbnb yet and I do not have to worry and he will get back to me in two days when the guests moved out.
So I didnt do anything and just waited.
Two days after a DIFFERENT operator send me a message saying that the guests never stayed at my place, that the refund claim was accepted by airbnb and that the reservation was canceled. I tried to call and send messages to airbnb but they wouldn't change their decision.
Their decision was based on my "approval" of the refund claim.
They recorded the conversation I had with one of the operators ( I had like 6 operators, every time somebody else) and I supposedly accepted the claim.
I had so many conversations with them that I don't remember but I would never accept the refund claim without being able to rent it out again.
It does not make sense.
In the very first conversation on September 20th at 16.35h I told Airbnb that I would like to cancel and give them a refund IF THE BOOKING WAS CANCELED so I can rent it out to somebody else.
Yet, the conversation with the operator telling me everything is fine (September 20th 18.14h) and I get back to you in two days was after that and the refund claim (20.09. 17.30h) by the guests that I DECLINED was also after the first conversation.
They just picked out what they needed for this to work out in their favour.
Well, now I lost more than 600€. It was a very special business event in town and every single airbnb was booked out.
I think this is super unfair as I was told differently by an operator, I was never informed that the guests moved out and therefore was never given a chance to rent it out for other guests.
Is there anything I can do now? They already closed the case. I mean I was already so mad that it was too much for me to handle and I just don't care anymore.
OH and in the message they told me that since I accepted the refund claim they make an exception and I don't get any penalties. very nice of them haha
What can I do so something like this won't happen again?
Thank you everyone