Good morning,
I am deeply disturbed by the events of last month and Airbnb's decision and I would like to hear from other host if they experiences similar and how they resolved it.
I thoroughly clean everything in my unit. bedrooms, linen, spreads, towels (washed/bleached)
Floors all through-out swept and mopped.
door knobs, fixtures, all disinfected.
Kitchens, bathrooms and tiles disinfected. The cleaning is so detailed that it takes me hours to do it. this is done after each and every guests.
Guest arrived, called me and complained that she had to walk thru grass on unpaved ground (no mud)
Complained that there is a hill to walk down to get to the apartment.
Once in apartment, complained that the apartment was filthy- said there was food on the floor and dish cloth was dirty.
I told her I would reclean to her satisfaction. Bought new dish-cloth. Arrived to meet a combative guest that had swept up a little sand that was tracked in by herself and 2 sons.
Pointed to a stain that cannot be removed on shower tile. Said she found a hair in the apartment. I recleaned the apartment to her satisfaction with her watching.
Guest later requested more toilet tissue and paper-towels (for a month long stay).
Guest left bags of trash in my driveway, stating she didnt want herself or nearly grown sons to walk on the dirt to get to the trash bin.
Asked to have trash bin brought to her apartment door.
left all lights on in the apartment all day while she was gone.
on Sept 17th messaged guest to ask her not to leave trash in driveway and not to leave lights on when she was not in the apartment. Lights on is visible from the outside of the apartment.
Also, there is a neighboring unit, separated by a door. The tenant in the neighboring unit reported that the kitchen light (seen through space under the door) was shining into her unit all night long which made it very difficult for her to sleep.
On Sept 17 Guest reported to Abnb that she wanted to check out do to a cleanliness issue. Abnb reached out to me and I refused to grant a refund to this guest. She had been in the apartment 10 days and her issues were addressed and resolved on day 1.
Airbnb wanted to honor the refund but I would not agree to issue and refund.
I later learn that the issue was escalated and now it was a new issue. Airbnb refused to tell me what I was accused of doing to the guests, but said there was a safety issue. They later said that I am not to enter units occupied by guests without their permission.
And they refunded $1400 to the guest and charged it to my account. So every guest that stays ABNB gets all the money and I am working for free.
Now, Abnb did not care about the trust. This guests moved out and Abnb sent me correspondence saying that the guest wanted to refund due to cleanliness and effective the same day. I went into the apartment after I received this correspondence and only turned out all the lights.
There was nothing remaining in the apartment. During the time she was there I never entered the apartment without knocking.
Why did ABNB do this and how can I dispute this decision?
There was no consideration for my side and my money and business were effected. Additionally ABNB shut my business down for 2 weeks.
How can I secure mediation?
