Guest left a flat in Haste and got a full refund from airbnb without my concern

[Anonymous]

I have a guest for long term booking and after his shower broke down, I offered him a new adjacent studio which was bigger and without extra fee and all were smooth. The guest isn't considerate and used to slam the door and once one of the neighbour complained, I told him so and he got agitated and left the property and stared a case with airbnb. As I was on right side, I was sure that airbnb will hear both sides and even read all the messages between guest and me and then will decide, but the case manager within 3 hours took a action and refunded the guest and even though the case manager sent me a text at past mid night( 1.08 am) and I did even reply that I will get back to him today. But to my surprise - I got a text that he solved the case and the guest has refunded. The only message he picked , that I asked my guest to leave the flat and he did so. Which was not a case. I asked him not to slam door and then he sent me a hateful message that - he is sick of it and not feeling comfortable in my flat. Even though I have given him better choice and everything was on his agreement. In past, I never had this issue and this is the first for me, that airbnb acted so unfair. Also I am not sure, if the action is revocked as the case manager already given a guest solution. Hope to hear similar cases and may be get a help. Thank you

[Mike340]

@Anonymous

There are a number of posts sent in about problems like yours.

Here is another just from yesterday

https://community.withairbnb.com/t5/Help/Drug-Use-and-House-Rules-Not-upheld-by-Airbnb/m-p/706099#M160676

With long term rentals, it appears in a lot of cases...that is the guest turns out not to be happy, then Airbnb lets them move out and gices them a refund. It appears not to matter whether they have broken the House Rules or whther you have tried your best for them. If they want to leave and have found somewhere else to stay, then Airbnb appears to give them a refund. 

I would search the forum for similar posts and you will find that you are not alone in the way that things have worked out for you. 

I am afraid that being part of Airbnb you have to get to grips with many,many things that are "not fair" 

[Ute42]

Hi @Mike340 , I assume airbnb calls their 1st level phonereps for closing 120 cases per shift which leaves them with 4 minutes per case and if they can't cope with it thei're in trouble. Maybe this very CS Person was getting close to the end of his shift and had to close 10 cases real quick. Unfortunate for this host.

It's understandable to keep costs under control, but terrible for hosts affected. Conclusion: Just don't accept too many long term stays if any.

[Elizabeth429]

@Anonymous,

If this is very recent situation, do not give up. Ask to speak to a different case manager. 

[Anonymous]

It's from this morning only. And guest got his refund. Do you think they can still revoke? thx

[Anonymous]

Thank you Mike and Elizabeth, But they have already refunded the guest and not even given me few hours to hear my side of story. That too between 1.20 am to 3.30 am where person sleeps and when I woke up at 5, got this message. I have contacted airbnb, but still not get contacted. Wondering what was such a hurry to solve the guest issue and didn't bothered to hear host issue as well. 

[Mike340]

@Anonymous

You will not hear from them......decision made .....case closed ( sorry and all that) 

"Wondering what was such a hurry to solve the guest issue and didn't bothered to hear host issue as well. "

I would guess they have a lot of open cases and they are instructed to make a decision and move onto the next one ----

They put these differences down to "personality differences" and just refund the guest  .....c'est la vie (unfortunately) 

[Anonymous]

If I would have known, that I am not protected, I would have make myself sure beforehand. It was always that if the guest has more than 30 days left, host gets a full refund..not a other way round! But why they are doing this? they should be fair right? luckily I have free today, So I am gonna contact them as often

[Sarah977]

@Anonymous   One thing most hosts here are aware of and have experienced is that Airbnb is not "fair". Assuming or expecting that they will be is just an exercise in frustration, which doesn't mean you shouldn't pursue a fair resolution, just that what would seem logical and fair to us doesn't necessarily carry over to airbnb's attitude.

There's a lot of posts on here regarding problems with long term rentals. Best not to accept them.

Good luck with this.

[Anonymous]

Thank you Sarah, The thing is they are not getting in touch with me either and with host they find a soulution in within 3 hours, that too when I am not available. And now its past 12 hrs and no one did a contact, even tough I was promised. to my surprise, i have seen that my case closed..:) also it's not about money I lost but the kind of behavior guest as well airbnb non support in that case is really disturbing. 

[David126]

There are 2 majot issues that have been discussed more times that I care to rember on this forum.

1. AirBnB is not suitable for long term booking, you have a tenant you need a lease.

2. Never ever assume that AirBnb will support your cancellation conditions, much more likely to side with the guest.

3. These calls are made by low level support emplyees, there is no appeal process, they have moved on. Could you get somebody who has a clue to do something, well it is not impossible just highly unlikely.