Green RoomDear Comunity !
I'll try explain the situation I got
I made one issue 2 times actually about the same problem and there is no answer to me.
I send you my first issue:
I got miss understanding with my guests
GREEN room
2 nights at U michelského mlýna, Prague, Prague 140 00, Czech Republic
Oct 26th 2016 - Oct 28th 2016
Guests
2 guests
Payment
€24 x 2 nights
€47
Cleaning fee
€5
Subtotal
€52
Service fee
€1
because of language barrier , I guess. They make a reservation of Green ROOM . As you can see in the name there is information that this is room.
So, the problem was that they think that was Entier apartment. They very new on air bnb and see on listing only type of accommodation . I rent all flat by particle . sometimes just rooms , sometimes all flat.
In profile page I have all information about our place. That this is a commune of people and it depends on how many people live at the same place. Sometimes it more , sometimes it less. And you can clear realise it after you reed my profile info and info about rooms.
After they coming and see they will not live along they reed info , says to me THEY NO LONGER NEED MY PLACE TO STAY.
We spoke about that problem and they was agree that no money will be refund back.
I says that if they console the reservation and somebody will come wright at the same day I will charge all money to them , cause actually it doesn’t metter for me who will live that room . Room was ready. But nobody rent it later.
Next day I got call from Moscow. Milena +7(495)4658090 from air bnb support calling me around 13.20 (Czech Republic Prague time)
She says that I have problems with my listings.
I choose Entire apartment there and this is my mistake. I wasn’t agree and I argue with it by fact that it is Entire apartment . Sometimes I make renting all flat, but sometimes by rooms. We have 2 floors flat and there is a text about that in annonsment. I use smart pricing for listings which is showing me how much will be good price for room and this is seriously not possible rent Entire apartment by basically 15 euro per night.
After Milena give me recommendations about type of renting listings she says that I shouldn’t use Smart Pricing ! What is really confusing me . Because I think it is good fallow the instructions of air bnb. Then she says that money will not be charge to my credit card . I ask why and she says that it is BECASE SHE GIVE BACK FULL REFUND to my guests. I wasn’t agree with it. I was awaiting of them. Room was ready and guests really was nice and agree that just didn’t reed all information. They could stay and then text bad review if they want , but their prefer to leave the place. Once again I should say that promise charge money if somebody will book their room , but nobody come.
I gave that explanations and says that I will make issue about this problem because Milena didn’t understand the situation and actually THAT WAS HER FALL give all money back. The rules of renting was STRICT: 50 % money back one week before arriving. Guests consel the reservation by themselves and there was no natural disaster , politician situation or death one of family .
Milena THREATENED me that will make by manual setting conselation from my side and it will be taxies , fees and out of business trips for one year for my listing! and I got on my mail message from her that :
“Booking remains in the status canceled by the guest. According to the rules, should have been canceled from your side.” Which is not true. And looks like Milena just don’t know air bnb rules.
Dear , Support Team! Please protect me from Russian Support Team callings and threats ! I do not live in Russia by many years, in my listing I do not use this language. I do not have problems with english. I did not have problems with my guests. And by my expirience there wasn't any problems to take money if the case manager made a mistake.
Please charge money for that reservation to my credit card.
Thank you for you kindness .
Have a nice day.
Elly
________________________________________
After that I got on my e-mail new one message
Becky, Oct 27, 10:48 CDT:
Hi Eliška,
My name is Becky and I'm an Airbnb case manager writing to you from Europe. I hope you're well!
I am sorry that you are unhappy with the decision on this case however as your place was listed as Entire Place, this is a misclassification and is the reason your guest was refunded in full. I understand that you have explained further information in the listing description however a lot of guests filter their search using the Entire Place rather than Private room and your guest may have missed this further information.
I see now you have changed your listing to Private room which is good, and hopefully your next reservations will go well as we hope for all hosts.
Kind Regards,
Becky
www.airbnb.com/help
_________________________________________
Once again I need text that I am not agree with that decision.
In a case that Moscow is still in Europe zone and I’m not sure that last one message wasn’t from the same office , I ask you call me on my number +420775073886 to Czech Republic with explanations of situation.
The Room was ready, guests was agree that it was their misunderstanding . Calendar was block. As a host I did everything possible to make guests happy and promise refund them in a case that someone make new reservation. But nobody did.
That was mistake of Milena, that she gave all money back .
I change my settings just because of recommendation. But no one recommendation could not make steal away money I honestly made.
Pleas Comunity give me the way how to figure it ou. Thank you for any help!
Regards, Elly
