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.

[Jessica-and-Henry0]

WOW!!!! Just.....seriously...... WOW!!!! Talk about stabbing people in the back!!!! And fraudulent business practices!!!!!

Especially coming from you @Farah1 your case hits very close to home.

I mean I knew deep down that I probably wouldn't be able to depend on Airbnb when I need help and in the end it would probably be up to me to resolve problems, but an AIRBNB CASE MANAGER telling you and trying to force/pressure you to break your own house rules?!?!?!?!?! and giving a refund because you insist your clearly stated rules that the guest agreed to prior to booking be respected?!?!?!?!? WTF?!?!?!?!?! 

[Farah1]

@Jessica-and-Henry0 never in 4 years I am being treated this way. The case manager preferred to make me feel guilty about the whole situation instead of being a professional and wise decision maker. I know and agree that I cannot depend on Airbnb for help, but in this case, I could not just kick them out and asked them to leave because I am sure that would give me trouble too. So, I was being PROACTIVE by reaching out to Airbnb to ensure that everything is going smoothly. Also, I kept ALL communication in the messaging system, so they CAN see that this guest was blaming me (?!) for not letting them bring the extra guests. The thing is the extra people would exceed the max. occupancy listed on the listing, so that is breaking policy too. How am I the "criminal" that being punished here for following the policy? I am very disappointed.

Maybe it is true that Airbnb is moving in a different direction than what their philosophy is/used to be? Who knows.

Also... guess what? She asked for a FULL REFUND to Airbnb which clearly show what kind of a person she is. Airbnb did not give a full refund - only for the unused nights AND cleaning fee I believe (Airbnb gave me the cleaning fee out of their pocket) which does not make any sense, these people still stayed overnight and I need to do the cleaning, so why that need to be waived.

[Cindy200]

This is my second summer hosting with AirBnB.

I had a guest who ended up throwing a raging party in my space after only reserving for 8 people.  I think there must have been at least 100! 

Airbnb has all the proof of the thousands of $$ in damages and the guests e-mails that prove he totally scammed me but when it came time to settle resolution they kept making it sound like I am the one who is trying to lie! It has been a month since a filed the complaint and I have recived nothing.  Not only that, not one person to talk to by phone. 

[Elizabeth448]

Sorry for your situation. You are not alone. I had a similar situation and am still "at risk" for my comittment rate for my nightmare guests. The hosts end up taking blame for these abusive guests. So unfortunate. 

[Sonam5]

Sorry to hear that cindy....i think need to be very precise about bulk guest at space party....througly need to check the property before the guest check out

[Luke73]

It's frustrating, and I'm sorry to hear this.

Thanks for sharing this also because it teaches me a lesson that I need to make house rules and carefully check the property before guests check out.

[Leo-and-Tony0]

We had a problem with a person using a family members airbnb account to book and trashing the room not 1 but 3 times and when we notified airbnb to stop them from ever coming back to our place and they did nothing. There own rules state no 3rd party bookings, We have been superhost for almost 2 years now and this one guest has been a big problem for us.  We can block them but lose our superhost.  Also we have a $250 deposit and airbnb said if they damage anything it will come out of it but like all the other things they say, not true.

We love airbnb but they need to take a good look at where they are going.

[Annette33]

@Farah1 , oh... this is so terrrible- on two points: first you have to deal with these guests and the stress of it.... and then Airbnb not backing you up! I don't know which one is worse.

And here we are, always recommending to other hosts, "stick to your guns, Airbnb will back you up.." It needs to be re-evaluated: perhaps another indication that Airbnb is clearly on its way of "just" being another booking site. Yet they still talk about "belonging", non discrimination,,etc...as if they were upholding some lofty ethical standard.

This is clearly not right. Sorry you got caught in the cross fire, but thanks for letting us know how this went down.

[Farah1]

@Annette33 I am not sure which one is worse either. Both are awful! The thing is, I tried my best to accommodate them and what they asked (to break my rules) is simply wrong, unethical, and against the policy. So, even with everything that I provided for them, I know that I will get a bad review (if they end up staying the whole time). It was a really toxic negative energy, they were so rude the whole time. I still need to "please" these people and get a bad review? Terrible!

Your point is exactly right. Airbnb "promotes" nondiscrimination policy, being ethical, etc, while actually if we think about it, what they did to me was a discrimination (because they almost always favor the guest, yes, even when they claim they don't) and not being ethical.

Hey, I meditate this morning because of this.

[Rhonda45]

Farah,

I too am so sorry that you had such a terrible experience.  It is frightening to hosts to have to confront someone you don't know when they are breaking your house rules and become belligerent. This threatens our feeling of being secure in our own homes.  If Airbnb does not respond or give you the money needed, I would lodge a complaint with your state attorney general.  They are a business doing business in your state.  God luck!  Also other places to host which you may look in to.  

We we all support you and there are other hosting 

[Rhonda45]

Farah,

I too am so sorry that you had such a terrible experience.  It is frightening to hosts to have to confront someone you don't know when they are breaking your house rules and become belligerent. This threatens our feeling of being secure in our own homes.  If Airbnb does not respond or give you the money needed, I would lodge a complaint with your state attorney general.  They are a business doing business in your state.  God luck!  Also other places to host which you may look in to.  

We we all support you and there are other 

[Ange2]

@Farah1   Just a suggestion, maybe worth trying  Airbnb Twitter, imo much more professional attitutude and better results with them and I have seen posts where rulings were reversed –  they seem much more on the ball, aware of Airbnb rules, and fairer to the host.

[Farah1]

I will give this a try today. Thank you, @Ange2!

[Jann3]

I just can't fathom this @Farah1! You are NOT one to have issues like this with people. How can the AirBnB customer service POSSIBLY pull this? Well, I *know* HOW they can. I think I probably know WHY they do as well. They have so many new hosts that are just complaining about the smallest guest-related issue...but this is NOT that! I wonder... can @Lizzie0 help at all? She may have pull where other avenues don't. She also knows your ethos wrt your guest and knows you are not complaining for the sake of complaining.

I am so sorry this happened to you. Just a question... was this an IB?