Hi, i have this situation, hopefully anyone can help me.
I have a guest that should checkout at 10am therefore i sent cleaner to clean at 10.30. When cleaner arrive, nobody in the apartment but all their belonging still there all over the place. So i contact guest by message and call, but no reply. So i ask my cleaner to come back again later. Because she has other unit to do, she said the earliest will be around 12pm. My next guest checkin at 1pm. So it only give a short time to clean. So i ask my wife to help cleaning just to make sure it ready for next guest.
When my wife arrive at 12pm, the place still haven’t been vacant.
So my wife call me at work. what should they do. I straight away call Airbnb superhost help. J pick up the phone and explain that i need to leave the belonging there, and Airbnb will arrange cancelation to next guest. J also explain the overstay policy, that i will received double the rate that the guest stay as a penalty because his overstay has affected me to cancel my next booking.
He also mention that in this case i just need to sent a message to next guest explaining what happen and when the overstay guest contact me, just explain the situation and penalty rate, if they refuse to pay, Airbnb will help. And nothing else i need to do because Airbnb will look after all the cancelation process.
I did message next guest and apologies, then just before 1pm the guest contact me. He want me to call him, so i call him. He apologised because he though his checkout is tomorrow. So i explain to him about the penalty rate. He was very angry and becamee a bit aggressive and i explained that is Airbnb policy. And i ask him to contact Airbnb directly.
When he contact Airbnb, Airbnb waived the penalty rate without my permission. So he can stay another night. Why ? That is a betrayal ... because now guest will think i am lying about the policy.
So i contact J again. He said he will get the case evaluated . After couple of day they dismiss my case and said Airbnb and Guest not responsible to pay penalty rate.
So i call again and spoke to C, i would like to escalate this matter because its unfair. I follow all the instructions that J told me. She said she will get this evaluate and someone will call me asap. After waiting for 2 days i just got message that their decision is final.
Their only explanation is because the guest able to book the place again. But the guest was able to book again because Airbnb help him to book and waive the penalty.
What should i do? I think this is unfair to me. I did ask the link so i can get this case reported and open but no answer.
If anyone can help me or been in this kind of situation, i’ll be grateful.