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.

[Natasha3]

@Farah1 I'm so glad you got to the top level to have your case resolved.

I'm still fighting for clarity on Airbnb's policies when it comes to House rules violators, and I'm confused but what your Supervisor told you. The one that I talked to explicitly told me that maybe that's not what I'd like to hear but

- they will only charge over maximum guests your regular per extra person rate;

- will charge $0 if you have a flat rate;

- if a guest grossly violates your house rules like brings 10 people in your house for 4 and you decide to terminate their rental, you won't gat paid.

The only thing that is clear that Airbnb Host Protection policies are not clear and a courtesy of each individual CX. I think it's only fair if we demand clarification from Airbnb on that.

[Huma0]

@Natasha3 that's totally ridiculous. What is the point in having a maxium capacity then? What is the point in having house rules? Why should we be held ransom by guests who intentionally violate them? Definitely seems to be a lack of consistency here as, when I had problem guests, the Airbnb rep told them they needed to start following my rules or leave without any refund, and they broke less serious rules that having unauthorised additional guests (although that's something they were also hoping to do, but I put my foot down straight away about that one!)

[Natasha3]

@Huma0 Absolutely agree. I coudn't believe what she was telling me. So I'm encouraged to hear that you and @Farah1 received a confirmation from Airbnb that they will stand by Hosts to enforce their House Rules. 

I'll take advantage of Airbnb's Headquaters being in my city and will get to the bottom of that. Needless to stay that very clear outline from Airbnb how they approach House Rules violations would be very useful. 

I think smoking, over limit guests and parties, once proved should be out of question gross violations and grounds for rental termination. Airbnb has certain conditions (like mice, cokroaches etc) when guests can terminate their stay and be fully refunded. Fair enough

So should hosts.

[Huma0]

@Natasha3 that's a very good point. However, some guests allow smoking and even parties. If it is against their house rules though, then for sure, guests should not be able to break them and get away with it scot free.

What about illegal activities? Would the CS rep you dealt with take the same position I wonder?

If it's okay to violate some of your house rules, why not let them smoke crack, pimp prostitutes and conduct money laundering from your premises? Sure, you can ask them to leave, but don't expect to get paid.

[Farah1]

@Natasha3 I wish you the best of luck because you should get your justice! It is very unfortunate that the justice depends on which case manager/supervisor handling the issue. I don't know when this happened to you, but it took about 2-3 weeks until the supervisor reached out to me and fix the situation to give me my justice.

[Jessica-and-Henry0]

@Natasha3

The message you got from Airbnb is just mind-boggling!!! Especially the last point!!! How can a decision to terminate because the guest INTENTIONALLY breaks a rule to the point that the host feels termination is the only option lead to not being paid the remaining amount from the reservation????

This is total BS - so basically guests lose absolutely nothing for breaking rules. They can just get their money back and go on to the next listing to break someone elses rules with Airbnb's blessing. So in theory, a guest can rent a listing for a week, and if the listing has a flat rate for max occupancy 10 people, the guest would be able to invite 100+ people, have a party halfway thru their reservation, get the host to cancel which means they don't pay a dime more than the nights they actually stayed. And repeat this again and again! Unbelievable!!!!

[Jenell0]

Airbnb is very guest friendly I will say for myself... They are great in many areas but have had personal disappointments trying toncollcect on dispute resolutions.

[Donna1196]

I feel the same way about airbnb all for the guests.