@Tatyana62
I have had it happen a few times where I knew a caning would be coming from a guest, but, as soon as I sense there may be a problem I get onto support, screenshot any relevant contact or things that CX would need to know and each time, the problem disappears in my favour.
Airbnb are over a barrel, they don't want to upset a guest but equally they don't want to upset a Superhost, so if they can see that you are serious about the issue and your complaint is legitimate they will side with you Tatyana.
I have an issue at the moment......
I received a one night reservation from a new user for a stay the following night. To be specific it was an IB and simply said 'Looking forward to my stay' ...that was it, nothing else, but not enough to raise a red flag for me!
Next morning I sent a message through the message stream asking for an approximate arrival time......nothing!
I sent another message late morning.......nothing!
At 1.00pm I sent a message to her mobile phone and I will include the conversation here....
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So at this point (around 7.30pm she wanted to move the reservation to the next week. Now keep in mind Tatyana, the reservation had already started, but I thought I would have a try for her!
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Well the next Thursday I went through the same exercise to get an arrival time. She said 'After 6 most likely'.........
She never turned up, or has had any further contact with me. Twice I had the cottage serviced for her and stocked it and twice she stood me up. Now I got paid for the original night of her booking because as far as Airbnb were concerned the stay took place as scheduled.
When a stay can't take place I will always refund the guest, I don't want to be paid for something I have not done but I could see what was potentially going to happen here. She was going to get onto Airbnb and give some sob story about not being able to stay and she would like her money back.
In this instance she has put me to a lot of mucking around, I stayed up until 11.00pm, ran the cottage heating all that time, and she was a no-show so I did not want Airbnb refunding her and taking out of my future reservation so, I put together the history and these screenshots of the conversation, got onto CX and asked them to put this information on her file!
So if she does apply for a refund I know that Airbnb will side with me.
Tatyana, Airbnb are guest centric and we do have to protect ourselves in any way we can. When you see an issue developing get straight onto Airbnb, ask nicely and they will help you!
Cheers......Rob
**Private conversation removed