I relied on AirBnB and other sites to make a living as a host but today's action by AirBnB has me lose faith in them TOTALLY. I am (my husband) is a Superhost and have been taking care of over 500+ guests among our properties! You'd think i would know what i was doing. Oh, but do believe the horror stories out there about AirBnB's greed and their lack of support for their hosts. This is a brief cautionary true story...
They've allowed a guest to cancel a reservation without penalty AND not pay me ($2,200)!! We bent over backwards to help the guest's last minute request which was against our house rules (posted publicly). Guest wanted to bring pets that were well over our weight thresh hold and asked this 1 day prior to check-in: New Year's Day nonetheless. We could not agree on terms so she told me outright via our phone conversation that she would attempt to cancel the reservation and not pay. I responded with some new terms to tryt to help the guest but guest didn't reply. Case manager called me to discuss terms, which she thought were reasonable and she would get back to me by a specific time to determine if the guest would agree. She NEVER did. This specific time was the deadline for me to purchase additional insurance to cover the pets and potential damage to our newly renovated home. The supervisor there, who didn't even review the entire transaction history sided with the guest and decided not to pay us. Wow! HOSTS BEWARE!!
Anyone out there know how to escalate this to corporate? It appears that their final decision was made by the case manager who dropped the ball (as provided by her "supe"). Kinda conflict of interest there. She is totally to blame along with the incompetent "supe" that called me afterwards. He openly admitted he didn't review all the information and taped conversation but he's going to make it final and side with the guest and the case manager. UNBELIEVABLE!
#corporategreed, #badcustomerservice
