AIRBNB WHY DID YOU REFUND GUST WHO MESSSED UP BEDS AND CLAIMED THE HOUSE WAS NOT CLEANED WHY???

[Nina75]

DEAR AirBnb,
I appreciate everything that you have done for me over the last 7 years, you have literally changed my life.

BUT.....

* A Guest Books the house Messes up the Beds and claims that the house wasnt cleaned.
* why would you Allow a Guest to Play Shenanigans and Manipulate the system without any Recourse. This is 100% FRAUD , COMMITTED BY THE GUEST, its UNFAIR, and FLAT WRONG

* I met the guest PERSONALLY, and gave her a tour, shook her hand. She didnt realize that we were in the Backyard when She decided to LIE and MESS UP THE BEDS, and send pics to AirBnb. AirBnb says that they are a "3rd Party" but have no problem cancelling reservations when the GUEST LIES AND COMMITS FRAUD.
* The CS representaive "Precious" will not respond to my photos or emails that I have Sent. She was going to send me photos that she never sent me.

* AirBnb Cancels the reservation ON MY BEHALF, and doesnt respond to my photos as proof that the house was inded cleaned.  The CS Rep: "Precious" Unilaterally closes the case without giving me an opportunity or chance to respond. 

* Why did you block my days when clear fraud was committed by the Guest. IF the guest doesnt want to stay for whatever reason, that is in her head ok, BUT THEN YOU AIRBNB: YOU BLOCK MY DAYS SO THAT NO ONE ELSE CAN BOOK AND YOU CHARGE ME A CANCELLATION.
* AIRBNB:  WEDNESDAY,  THURSDAY, FRIDAY, SATURDAY, AND SUNDAY ARE ALL BLOCKED!!!! ALL BLOCKED!!! BUSIEST TIME OF THE YEAR ARE BLOCKED BECAUSE A GUEST COMMITTED FRAUD, AND YOU PENALIZE ME!

Case Manager RespondsCase manager responds

I ASSUME THAT THESE ARE SOME OF THE PHOTOS THAT THE GUEST SENT AIRBNB... THE GUEST WAS ONLY THERE FOR 25 TO 30 MIN OR SO.

BELOW: HERE IS HOW I LEFT THE UNIT. i ALWAYS TAKE PICTURES BEFORE THE GUESTS ARRIVE. 

[Yadira22]

@Nina75 

I am so sorry to hear this. 

I would send them these photos especially if they are time stamped, explaining the situation. I would also report this group and claim that what they did was file a fraudulent report to Airbnb and block them. Be as concise and as specific as you can- and don’t accept this type of behaviour. Good luck to you 

[Nina75]

Thanks for your feedback!

[Elena87]

@Nina75 

https://www.airbnb.com/help/article/544/what-is-airbnbs-guest-refund-policy-for-homes

Isn't the procedure that the guest should contact you first ( as per policy below)

''Have used reasonable efforts to remedy the circumstances with the host prior to making a claim, including messaging your host on Airbnb to notify them of the issue. We'll verify this in your account.''

If this isn't the case you should phone airbnb and ask why they aren't following their own policy.

Plus with time stamped photos you can prove that the guest had staged the travel issue as per '' Have not directly or indirectly caused the travel issue'' 

[Nina75]

Seems that AirBnb policy changes with each Phone Call, and each different CSR. Thanks for your feed back!!

[Linda108]

Wow, @Nina75 !  You have 10 listings and almost 1000 reviews so I would imagine you are very  experienced in dealing with guests, but I am baffled as to why a guest would go to all the trouble to very mess up the beds and cancel.  What do you think went wrong?

[Nina75]

Hi @Linda108 I, Personally I think it was their 1st time using AirBnb and they had a "Debbie Downer" in the Group.

A Lady, who was not the one who booked but had contacted me before the listing was reserved, she asked me a bunch of Questions and then disappeared. Then a different lady booked it. (they were actually together) When they arrived the other Lady who did not book it, but inquired, was very very "Alpha Female/Hunter" type, the Kids were Loving the place playing with the Dolls & the toys, the Uncle was enjoying himself playing with the Kids, the lady who booked it had a smile on her face and seemed to like it, but the "Alpha Female/hunter" just was going aroud "hunting" for things wrong she kept trying to find things little things, and when she couldnt find anything she threw a hail marry, and it worked. It worked like a charm. The kids were even telling me goodby and calling me by my name it was so sweet.

[Nina75]

@Linda108 I also think, that there was a booking several months before where the guest had arrived and the house had not beeen cleaned yet, and we couldnt get there any sooner because I had to clean a 7 bedroom house. I feel that the guest used that review as a basis for the cancellation (the Guest said in her review that AirBnb cancelled the Reservation), and I also feel that the CSR used the review as not only a reason to cancel, but a reason to Block the days. 

[Paul154]

@Linda108 

Wow, that is disturbing and so wrong on Airbnb's part. They did not follow their own policy. They did not  allow you to fix the unmade/messed up beds. In the guests' pictures, it is obvious the bed and apartment were clean.

That they blocked your calendar is punitive and a reason to look elsewhere for your STR needs.

Their damage to you is a damage to all of us hosts.

Have you tried twittering them? It is better to make your claims more publically.

[Nina75]

To be honest @Paul154  I dont care as much about the cancellation as I care about them blocking my days. They Blocked my days so that no one else could book. I believe that you should not force guests to stay somewhere where they dont want to stay, but the fact that they blocked the days so that no one else could book it is what really has me upset.

[Rebecca181]

@Nina75 I would fight this one. If you right click on the photos you have, you should be able to 'inspect' them - this gives all the details, including time and date. You could screen-shot this and use this to back up your case. Ask for a different case manager - I've done this before when I had a concern about issues affecting my account and was able to get everything resolved. When they told me they needed 24 hours I told them  (nicely but firmly) that I needed it resolved NOW. Remind support that you are a highly successful host that makes the platform money and that you are insisting this matter be reviewed immediately and your dates re-opened. Best of luck with this!

[Mark116]

@Rebecca181   I thought the message from CS, was clearly against airbnb policy, hosts are supposed to be given an opportunity to fix any issue, and more importantly, I have never heard of airbnb cancelling a reservation and then ALSO putting in the host penalty, especially in a case where they never even gave the host any opportunity to present evidence/information.  But, she already lost the $$ for the blocked dates!  Scary.

[Rebecca181]

@Mark116 I agree, Mark - Clearly, support blew it on this one and it needs to be amended; if it were me, I would also ask that my monies be returned to me immediately, especially if my photos can prove the dwelling was clean and beds made. Airbnb is making a huge mistake when it favors travelers who really have no investment in the platform at the expense of successful, profit-generating hosts like @Nina75. Not a smart way to run a business.

[Nina75]

@Rebecca181 Thanks you for your support.

[Nina75]

@Mark116 Very very scary indeed... If they dont even follow their own policies we are in the wild wild west with AirBnb support, anything goes.