Hi,
My name is Kapil and I am a superhost in Goa, India.
My private villa property in Goa (https://airbnb.com/h/bollywoodvilla) has all 5 star reviews from past guests.
I had a family visit me in early December and flouted the number of guests rule. Brought in 9 when max I allow is 8. Even after me telling them specifically that I would rather not host them, they asked me to adjust as they were on a road trip and had already left home. I gave in, but after mutually agreeing that I will have to purchase an extra bed just for the 9th person and hence the charges were agreed.
They avoided paying it, bank details were asked but they said they will pay cash at the villa.
Then credit card link was asked but never paid.
Lastly I raised a request for money on Airbnb and the guest declined and instead raised a counter complaint on me for not having electricity at the villa and that they were staying in the dark. This after 21 reviews of guests who enjoyed their stay with me.
They stayed for 2 nights and left on the 3rd day (after my airbnb request for money) between 5-6 pm. Road trippers have the luxury of leaving whenever they feel like. Guest said that they couldn't live in the villa with the electricity issue, so I told the case managers to ask them for a proof of their stay in Goa for the last night. NO RESPONSE! NO PROOF!
Airbnb refunded them the guests money, who have ZERO (0) reviews vs a host who has more than 20 all 5 star reivews from guests.
AIRBNB THREW ME UNDER THE BUS!
My constant please to the case managers, Angela and Mary fell on deaf ears. Then came Jackie who was only interested in seconding Mary's proposal and asking me to accept it and acknowledge it in writing, which I did not accept.
My local Goa Airbnb contact Gitane seems least interest to even accept my calls.
Delhi contact Nimish Sharma did not show any empathy or concern when I involved them on email.
Where did I go wrong?
What can I do further from here on?
I feel cheated by Airbnb and its case managers, who even after escalating twice only took the guests view in consideration, making all the past reviews and stars look like they mean jack-squat!
Kapil
