how do you handle complains??

[MangoandEeg0]

lets say there are guests who arrive and first thing they do examine the who place and start sending pictures in order to get discount . do you give them refund few bucks or just say i am sorry and ignore them ? 

this happens from time to time here some clever ideas 

regards Mango 

[Ana1136]

@MangoandEeg0 if someone comes and first thing they do is send pictures and complain asking for a refund I ask them to cancel and return their money. I don't like to bother with that kind of people of even worse, do everything to please them and still get a bad review. This has happened only once and as soon as I went there with the money ( they weren't from Airbnb but I would do the same) they were apologetic and asked if I would let them stay. I didn't. But this is not my primary source of income so the money comes after my and my families peace. If I was doing this for a living I would do things differently. I saw your post about how you handle your guests, I also do everything I can to please them as long as they are respectful. If it was some legitimate complaint though, I would do everything to fix it and if I wasn't able to I would work with them to come up with a reasonable refund for both of us. I don't appreciate people who try to extort me from their first day here, and those people are not welcome in our apartments.

[MangoandEeg0]

yeah its my job basically , how about this one older people come over and so we are in elevator going upstairs and the guy ask me why is the building so old ? and i knew he will just examine everything and complain, it happens sometimes i get really unreasonable complains but i stand the ground and take it , if i have to go back to work in hotel its not possible , on airbnb i can make in one month the same as in hotel in 1 year, anyone can tell me the ugliest thing i take it and i say i am sorry and smile 

[Branka-and-Silvia0]

@MangoandEeg0 

they can feel your fear and they get courage

we meet our guests and check them in personally. we show them around and tell them to inspect the place while we register them. When we are finished they have to sign a registration form where, among the other things, is also written; " I inspected the apartment and have no complains"

In 3 years of hosting and over 600 groups, nobody ever sent me pictures or asked for a refund ( knock on wood) Maybe you could try the same

[MangoandEeg0]

few times a month i give people 10 bucks refund , it doesnt hurt me and its easy plus as soon as you do refund on your own without airbnb involved as 3rd party you get your ranking up in search to make it up, its not that often someone is picky , people dont say i want refund , but its always my suggestion instead of argument i throw 10 bucks at them and they feel like getting a great deal. this place is not perfect i know it if someone bring it up i respond and solve it before they call for help , people could be very demanding in this part of the world , you have option report to different government offices as confidential informant and so they make a case out of it and give you penalty in case they find something also they can reach out to airbnb and start making up stories and you know they pay money so they have a bigger leverage also i am aware of that because i want more people to pay me and the fastest way is to invest in refund sometimes , i know there are blogs out there explaining stem by stem how to do all that complaining , ive heard from other host here someone booked 2 month wanted to leave after one month and want a refund , but on the strict policy and long term discount deal no refund possible , but reaching out to police and housing department following local rules not airbnb rules the local rules overrule airbnb , host gets penalty 1000usd , refund , airbnb account suspended and have 30 days to leave taiwan. maybe for a local host a lot easier , also someone reported me and i had to pay 3000usd penalty even i am careful still you never know who is where , eyes everywhere on you . and so if someone make such report you get fireman , tax office and other departments on your neck checking every corner in hope they can collect some dola and close the case also the confidetial reporter gets 10 percent reward for being a vigilant citizen . this place is very safe and very little crime around here probably because of this undercover cops in every building , maybe its not exactly as i said but very close to it and its always possible to do it and deal with it