Disappointed in Airbnb

[Farah1]

I have been hosting for 4 years and always maintain a positive/good relationship with Airbnb.

Unfortunately, Airbnb made me feel disappointed with the way they handle a recent issue that occurred.

For the FIRST time in 4 YEARS of hosting, I needed to ask my guests to leave and vacate the property.

I have an entire unit listing that is located on the lower level of my private house. I knocked on the door to say hi and found out there were 2 unauthorized guests. As I mentioned in my other post, I gave a 10pm curfew ONLY for that night and sent a reminder that it is against the house rules to bring unauthorized guests. Since then, they became SUPER rude to me... I mean it, not only rude but EXTREMELY rude. They tried to make me feel guilty for not allowing them to do that which is inappropriate because it is not a surprise, it is their responsibility to read and understand the house rules (this was an IB by the way - I resend the house rules right away once the reservation was confirmed and she said she agreed) and it is REQUIRED by Airbnb for guests to agree and follow house rules.

On the 2nd day, I sent a message to check on them. She said that her BIGGEST ISSUE is because I am not allowing her having unauthorized guests (max. occupancy is 4 and she already has 4 and she wants to bring 2 extra = 6 = exceeding max. occupancy).

She said that she is in town to visit her family, so I *should* have told her that the extra 2 will not be an unauthorized guest.... Hmmm interesting! I only have 2 comments for that 1. Did they or did they not in the reservation? Not. So, that means they are unauthorized. 2. She NEVER communicated this to me prior to her arrival (that she wants to have the additional 2 people come hang out at the unit).

So, basically, she is saying that the ONLY way I CAN make her have a good stay is if I BREAK MY OWN RULES by letting her have extra unauthorized guests.

I called Airbnb and was being *harassed* by one of the case manager. She *threatened* me saying either I give this guest a refund (for breaking my rules!) or she will let this guest leaves me a review (which of course she will leave me a bad review for not getting what she wants).

I was shocked and VERY DISAPPOINTED. I feel that I was treated inappropriately. I have been hosting MORE THAN 1,500 TRIPS in the 4 years! I am contributing to this forum to help others and the community. This case manager is favoring the guest. Rewarding the guest with $ because she wants to break house rules. I could not comprehend that... why? Because it does not make any sense nor ethical at all!

At the end, I spoke with a different case manager. At that point, I have been on the phone for HOURS and have been telling the same story to at least 10 people in Airbnb. I was hurt, I was sad, I was disappointed, I was exhausted.

I have a strict cancellation policy and house rules for a reason. A policy is a policy. I have my dignity and integrity in living my life and hosting. I will never take anything that is not my rights nor take advantage of others. Though Airbnb and the guest decided to make me be the one to be punished (loss payout) for no mistakes.

They vacate the premises around 8pm the 2nd night of their stay. I only get paid for the 1st night even though they use the unit until 8pm the 2nd night and I got compensated NOTHING for it.

What Airbnb case manager said:

- They rent an entire unit, so MAYBE they ASSUME they can do this > NO! It is in the house rules

- It is maybe just during the day > NO! The first night it happened in the evening and it does not matter what time, no means no and a policy is a policy

It is very *INTERESTING* to see Airbnb promoting and allowing people to break their own policy and bend house rules.

It is FAR AWAY from "fair". I have always been having a good faith and want to keep the positive attitude and relationship with Airbnb, but they disappoint me so greatly. I am being punished for following the policy and being compliance and a responsible host. The guest is being rewarded for breaking house rules and pressuring me to agree that she can break house rules.

[Jann3]

THIS IS GREAT! (Sorry for all caps) 

I am SO definitely adding this to my guest faq!

[Christian65]

@Kelly149 Just saw your post and i'm shocked by the fact that if a guest breaks the rules and are kicked out, the can take their money with them. That just seems soooo wrong and makes question Airbnb once againg. (insert angry face)

[Ria16]

I am sorry this happened to you Farah. I,m surprised also with all the health and safety requirements  that we request. Air is just yea/nah do what you want attitude 😞  

[Farah1]

@Ria16 thank you, best wishes for you.

[Alice-and-Jeff0]

@Farah1 - We're so sorry this has happened to you.  I completely agree that Airbnb hasn't handled this well.  Hopefully there will be some sort of resolution that leaves a less bitter taste in your mouth.  

We also point out that extra guests are not allowed in our house rules.  Here's what we say in case you are looking for more examples: 

* NO ENTERTAINING; We are perfectly happy having people pop by to pick up our guests, but we would prefer that you not use our home to entertain them. We'd be happy to help you find other places to spend time with your family and friends.

* OVERNIGHT GUESTS: All overnight guests must be approved in advance through the booking process and are subject to an additional fee.

When people ask if they can have a few friends over to sit around the fire pit, we inform them that they will need to get an event permit from the city since we are not insured for any guests not on the Airbnb reservation.  We recently had a bride who wanted to have her 10 bridesmaids over to get ready for her wedding a few blocks away.  When she asked if we would be here in the house during that time, I said, "Absolutely, it's our home and you cannot have a party in my home without me."  She cancelled.  

[Farah1]

@Alice-and-Jeff0 I already have:

No unannounced extra person, visitor, or guest other than you is authorized in the unit at any time day/night. Failure to comply with this agreement will cost our agreement without refund.

And I thought that is clear enough. I even specify "at any time day/night".

Thank you for your feedback, I guess I do need to somehow make it more clear than it already is. 

[Alice-and-Jeff0]

@Farah1 - Your wording is far superior to mine, imo.  I'm not sure why Airbnb isn't on your side about this. 

[Kelly149]

@Farah1 @Alice-and-Jeff0 I think the bottom line is that abb sees this as a victimless crime (therefore not actually a big deal & how about you go ahead and lighten up and let them have their friends...). I think as hosts we have a few choices

1. Educate on the front end and hope that scares off bad actors and/or that people do as they said they would. 

2. When a guest brings extra people then charge them for the full extra guest fee, whatever that may be, and deal with the fallout from an unhappy review. 

3. Bite our tongues about the rule breakers  while they are in residence but then review them according to their actions. 

4. Cancel them and remove them and just realize that YOU WILL NOT BE PAID. But at least they will be out of your space and not able to review you. 

[Farah1]

@Kelly149 I thought my house rules are clear enough for #1, apparently not.

For #2, I cannot do this because the total going to be exceeding max. occupancy. So, I am stuck with the awful options of #3/4 😞

[Farah1]

@Alice-and-Jeff0 because they prefer to break their own policy.

[Fred13]

@Farah1I am sorry to hear about this disheartening experience you had. I get the impression you do have a lot of heart. 🙂

   I have said it many, many times: It is your place, it is up to YOU control all aspects of it, with the reality that Airbnb is but ~a booking agency~, nothing more. A very good one at that, in fact the best; and yet full of flaws. They are trying all kinds of new things in order to account for all aspects of human nature and possible outcomes, good luck to them with that. The people business is an infinite crapshoot, just when you think you got it wired, human nature throws you (and them) a new curve.

   There is not ONE, I repeat one, guest I have had, that I don't pick up something from and I immediately tweak or change my description, approach or thinking as a direct result; always keeping an eye toward a possible problem down the line. I have never called Airbnb after 300 guests (over 3 years), they are not my business partner, nor my friends, nor do I depend on them protecting me. Think about it, placating to the guest versus the host is a natural instinct on any business like them; a guest will blast them publicly without mercy in the multiple avenues they have open to them (forums, Trip Advisor, etc etc). And many guests are nothing but hustlers, same we meet in everyday life.

   One thing, I DO fault Airbnb on: inconsistent and sometimes stupid customer service personnel, as if they have received not enough training.  And the aggressive behavior by some, should be immediately leapfrogged till you talk to someone high enough that can think - business wise. Loosing a good host like you is bad business, but only one that can see that, will be able to help you and make a wise decision.

   The very best to you.

[Kelly149]

@Fred13 I'm curious then what you would have done in Farah's situation? If you weren't going to call ABB, what do you do about a rule breaking guest??

[Fred13]

In her case I would have called, of course; BUT in my case the extra guests wouldn't have even been able to come in the first place since *I* take them to my place; IF that wasn't the case, I would find a metholodology so they couldn't even allow extra guests in the first place, eliminating the potential problem, once and for all. An ounce of prevention is better than a pound of 'cure' (aka Airbnb customer service).

[Kelly149]

@Farah1 Aha! This is it, if our listings are island with no neighbors then we will no longer have these sneaky extra guests!

[Fred13]

It helps, but really I leave it up to them to define the final number (within reason) and send the # adjustment to Airbnb.