I had a reservation with guest Anthony. Guest had a problem with one of the amenities so he requested for a partial refund. A case manager Tarishi from Airbnb contacted me and guest and gave a guest refund of 144 USD without permission from my side, which were already deducted from my payout. The case manager did a rough calculation mistake so the amount was refunded to guest is a lot more than it actually should be
1.Even if calculate according to Tarisi calculations which I don’t agree with the refunded amount should be 73 USD not 144 USD!!!
2.Tarisi used 50% rate which she proofed with sending me this link http://www.airbnb.co.in/help/article/1199
which does not have a specific amount I strongly disagree with rate of 50% as it will make my 200 square meters air-conditioned apartment cost per night as if it was a hostel dormitory I don’t mind to give guest partial refund, but I strongly disagree with amount, I agree to give guest 10% for two nights when amenity was not present of 15 usd in total
So i wrote the following review for the guest:
DO NOT TAKE THIS GUEST!
He is a complainer!
The first situation was that guest could not make it on time to the listing and the night before the arrival sent me an alteration request – which will move the arrival date 3 nights ahead.
Which I find just prudent. I explained the guest the situation and asked to make a cancelation instead.
So, the guest did cancel the reservation.
After guest realized he is not getting much of refund he did contact customer support to contact me back to recreate reservation in THE SAME DATES!!! – Actually if I kept the reservation canceled – I would get more money than I received after the rest of the story.
The guest told me that he is NEW TO AIRBNB in the message from 17 of October.
The guest did self-check in and after a while between 10 and 11 PM ON SATURDAY – told me that the hot water was not working.
OF course I didn’t read the message until Sunday morning when property manager had his day off.
To note that it took place in Bangkok – with average daily temperature of about 32C/90F. So the life necessary amenity is an air condition – not a hot water. As the water tank located on the roof, the water going out of the shower without any heating is already pleasant enough.
On Monday property manager reported back that the water is hot.
However, guest contacted Airbnb customers support and got refunded 50% of the ENTIRE stay. To note Airbnb customer experience were too lazy to count how many days actually guest was not able to access the hot water, and took his words as granted without taking any evidence. One of the messages guest sent to both: me and customers support was “I have 2 properties that my wife and I rent on air and this would be something that we would have fixed immediately” – this message was sent on October 22.
So for the period between October 17 and October 22 guest turned from “new to this” to an experienced host!!!
My unit is a beautiful 200 square meters apartment, fully airconditioned with 5 aircon units and amazing view, which I listed for nothing like 73 USD per night, and after guest got it for less than 35 USD a night!!! The price of a hostel dormitory at this particular location.
Dear hosts be aware!!!
And guess what?! Airbnb removed this review as it includes the description of how wonderfull the customer support works !!!