After hosting 1300 trips I thought I had experienced it all. My experience has honed my rules to provide for foreseeable problems. I have also learned to ride with the punches. This morning, Airbnb threw me a curve that I had no way of seeing
This morning I was told that a guest, who I thought had checked in using a key safe two days ago, had cancelled because they could not get the codes to the keysafe. The codes to the keysafe, plus instructional video, were provided to the guest via the Airbnb messenger before check in.
Three hours before check-in, I received a text from an unknown number with no name asking me for the codes. I asked if it was the guest I was expecting for 2 pm. They said it was and that they were unable to get into their Airbnb account. I advised them to call Airbnb. I did the same.
Airbnb told me not to give the codes via the phone. They told me they had unsuccessfully reached out to the guest. They advised me to tell her to phone Airbnb and they would give her access to the account. I asked Airbnb, specifically, if this would come back with a problem for me. They said it could not. My cancellation policy was strict and I did not have to give the codes via the phone to unknown numbers. I asked them to put this in writing. They said they would. Nothing arrived.
I texted the guest again, told her Airbnb wanted her to contact them, and that the codes were on the Airbnb messenger. I heard nothing back. I assumed that she had called Airbnb, got access to her Airbnb account again, let her self into the apartment and was happy. Guests rarely message me to say they have checked in.
Turns out that she did not check in and did not contact Airbnb till two days after check-in, told them that she could not access the apartment, and was given a refund.
Airbnb tells me I should have met the guest to give them access. I told them I had no idea there was a problem as neither the guest nor Airbnb contacted me to say there was a problem. I did as I was advised by Airbnb. I also advised that at the time I was with my father who died the same day.
Have the rules of Airbnb been updated to say I should give codes to my apartments to anyone who texts me from random numbers saying they cannot log in to their Airbnb accounts?
I am now waiting for the review which, I am sure, will inform me the decision has been upheld and the case is closed.
