Freaked out by Newbie Behaviour

[Paul154]

So I wake up to an Airbnb scolding and a frantic text from guest who arrived at 1:00 am and could not gain entry.  My Catholic guilt blames my failing mental faculties. "How was I so unaware?" I triple check my to-do list  neurotically.

Turns out guest asked for a late checkin on 8/2, fine. But guest arrived at 1:00 am on 8/2 and wanted an EARLY checkin.

I should have taken more care, because the guest was a newbie. I'm so used to everything going smoothly, that I really didn't think much about her reservation.

Newbies = extra work.

[Lawrene0]

@Paul154:

And CS had carefully explained to the guest the difference between "late" and "early" and that 8/1 should have been paid for, etc.?

No? 

[Paul154]

Hi @Lawrene0,

No they did not and that's the thing that has me most upset. CSA Kat wrote me 

"Usually, this should've been cancelled on your behalf."

Kat regally proclaimed that "As a courtesy, I will not be charged for this cancellation!"

What a crock!

While I know it's not important and I understand that Airbnb is a bureaucracy that shifts blame, I do take guest preperation seriously.

I don't care about the lost revenue, but my honor has been wounded.

[Lawrene0]

Your honour wounded, @Paul154, and the guest will have been soothed with a credit, I'll bet, going on to a full career of bashing her way through bookings. 

Will you be reviewed? I see one star on top of that lost revenue. 

[Letti0]

@Lawrene0  She can't review it was before check in time. 

[Kelly149]

@Lawrene0 @Letti0  Isn't it all cancellations within 24 hours of the checkin time get to review?? And CS told her that she was in the right.

@Paul154 I'd call back to CS and get this corrected. Neither the guest nor the CS can read a calendar. 

And I think the other suggestion is a good one, if someone is targeting a middle of the night arrival, might be good to confirm that they're really thinking of the right day.

[Rosemarie9]

How dense are the people manning CS? I knew they are getting worse but there is no way I would accept a telling off for their lack of intelligence- the guest and Kat. Get on to them and tell them off, what were you supposed to do, kick out the guests that booked correctly and were there already? Sheer stupidity of Kat to chastise you. I would be well peeved with that.

[Shae1]

ive been having some unsavory exchanges with the AirBNB team as well.  I just sent in a request.  I was told that I could not speak to anyone in management.  whoa

[Myndi0]

Same just happened to me. 

[Kenneth12]

FWIW:  seems to be getting worse and worse.

[J-Renato0]

Every time some guest ask for checkin around midnight, the first thing I do is to make sure if it is early checkin or late checkin indeed. It may sound as a silly question, but better to be sure than sorry.

Some guests (confuse) or understand that "late checkin" means to arrive late in the evening or late in night, even if they arrive after midningt and so it is another day!

In your case, it would be impossible to have a late checkin at 1:00AM on the 8/2. Late checkin on the 8/2 would be at the most at 11:59 pm.  The guest certainly it was confused, a communication error.

[Emilia42]

Thank goodness a guest wasn’t staying in the space the “night” before or you would have had two sets of seriously confused guests! Darn Airbnb for pinning this on you. That’s not fair at all.

[Letti0]

@Paul154  Contact AirBnB immediately this was a CS rep screw up and you should be paid 100% for the first night and 50% for the balance of the days booked. She booked for 8/2 not 8/1 which one in the morning would be a booking for 8/1, not 8/2. I would bi t ch up a storm about this one and have them reverse it ASAP. It is clearly the guests error not your's and they should be the ones to pay for it not you. AirBnB needs to fix this one you have clear documention of when the booking was for in your reservation, don't let this slide fight it. 

AirBnB number:

United States and Canada

+1-415-800-5959 +1-855-424-7262 (toll-free)

[Jessica-and-Henry0]

@Paul154

Totally agree with@Letti0 

The guest showed up a day earlier, pounding on your door in the middle of the night - this has nothing to do with a late/early check in! How is that your fault? Please don't let this slide~ make sure you get the payout uou are owed. 

[David126]

Not getting it, why could they not check in and stay as booked, find somewhere else to stay for the prior night.