I am Penny, an airbnb host in jakarta.
This is regarding of my yesterday case 15th dec 2018. A guest who booked my unit last time(during the midnight)and need approval, yet i approved their reservation and immediate arrange someone to do the check in in the next day.
But after the guest check in, in the eveving around 5-6pm they text me and said that my unit smell bad and asking for refund. Hence, i told her that we clean the unit every. Probably is the smell from the sink hole. As long as its covered and it will not smelly anymore.
Awhile later, i have received a chat from customer support and ask me about the unit. As the hole waterway is connected to the entire building, which is not beyond my control. But yet if the hole keep it covered there will not have anysmell again.
After 20min, airbnb supports cancelled the booking without inform me in advance! And yet the guest is still inside of the unit while the booking dissapear on airbnb.
I feel disappointed with airbnb and feel that he is disrespect the host and he didnt even inform before to do further execution. this is extremely unsafe for a host, how if the guest stole something in the unit ? Or the host not able to collect the key at the time?
And yet, this is not finished!!!
End up i have managed to collect the key, but i found the guest pour “porstex” in the sink itself and couldnt wash off.
Porstex is a product where use to wash closet which is contain acidic subtance.
The alluminium sink is left with stain/ink that looks rusty and bad smell. So the guest has damange my sink. After that i done the research and tell airbnb support with the actual problem that i face.
The airbnb support team does not believe that the guest who did it.
And i sent him the proof and link to him. Even proof that the hydraulic acids can cause bad smell if it pour on the alluminium/metal.
Although the waterway itself have some smell from it, but it will not as bad as when the time we enter due to the guest pour porstex in the sink.
So
as a host i feel disappointed as in:
1.)airbnb support did check probbaly and make the cancel. And cause my lost and just throw the problem to resolution did not even feel sorry for his mistake.
2.)airbnb support did can inform us before he make the execution, i feel this is so direspect while the guest is still inside the unit, booking disappeared on airbnb. And yet never inform the host for key collection!
3.) while he finally agreed with my proof! He didnnt even said a single sorry for his mistake and cause the lost of host!
i feel extremely disappointed with the airbnb support team. Between his name is johnnaton, a called from UK.
What should i do with this case? And how i submit complain as a host?
