Hello Everyone!
This is my first post. I have to apologize for its length.
I've been with Airbnb for about a year. I achieved superhost status in January 2019 due to good service and hard work. Needlessly to say, I have pretty much 5 stars reviews so far and my guests usually come back. I just finished a reservation with a very hostile guest. This guest was problematic from the start. I'm not sure if she was not used to Airbnb but she expected room/hotel service in a long stay reservation. Her stay was from 2/19 - 5/20. She was messy, dirty and the smell coming down from my basement apartment would often made me gag. However, I provided her with the same services as all my other guests, exchanging sheets, towels, comforters, bathroom rugs, tablecloths, etc. every other week.
After 39 nights, she checked out leaving my apartment damaged. Airbnb was very well aware about how this guest was because when I called them, the representative just told me that "this was a very complicated reservation and the guest had to resolve some issues with Airbnb" implying that she owed them money. I had no idea of her previous reservation or her issues with them and it's none of my business anyway.
I have been calling Airbnb almost on a daily basis to update them about what was going on with this guest, not to mention the stress and the time consumed in dealing with Airbnb and the guest. Airbnb was very well aware of the way she was because she had to end her previous reservation due to "police involvement" based on her own words. I did not know any of it.
During her stay, she went away for about 3 days and when she reappeared she called me to "let me know she was bringing somebody else to stay with her for about 3 days" to which I replied with a reminder about my policy: "I do not accept unregistered guests/I charge $25 extra dollars a night per person." She replied with the "I'm paying rent meaning I can bring visitors" excuse to which I answered that that was not the way Airbnb worked and if she would have been paying rent, she would have signed a lease and pay a security deposit. I requested money through the resolution center in the amount of $75 (3 x 25). She replied that she wanted to pay $100 and when I asked why, she said "because the person is staying 4 nights." I sent the request for $100 with a note stating that "extra guest needs to check out X day before noon." The x date was exactly 4 nights after the extra guest checked in. However, that day came and the extra guest was till there by 2PM. I have to call Airbnb (AGAIN) to let them know what was going on and how she was not following my house rules. Airbnb called her and informed me that she said the guest checked out which was not true. I checked my outdoor camera and the person left close to 3PM. That was only one of the many problems with this guest.
Forward to the night before she checked out, she unset my burglary alarm "accidentally" and I went to check the apartment. She furiously stopped me right on the steps. I asked her: "Didn't you hear the alarm? I have to check to make sure that everything is ok." She accused me of just wanting to 'check on her' since that was after the day the extra guest had to leave. After that, she sent me a passive agressive message through Airbnb accussing me of "violating her civil rights" and that "she was well aware of my contacts with Airbnb through social media" to which I replied with "my apologies for ensuring about the house safety as well as yours" and I left it at that. I have been trying to minimize contact with this guest due to her hostility. That night I went to sleep worried and scared about my safety and my daughter's. I don't think any host has to go through that. I have also informed Airbnb of this situation but have gotten no sympathy.
The next day Friday 3/30, an Airbnb Rep called me asking me if I was aware that she was checking out the same day to which I replied i was not. This Airbnb rep told me that I was not to received the future payout scheduled on 4/19 (she was supposed to stay from 2/19 until 5/20). That was okay with me since this guest had caused nothing but trouble from the start and I got the last payout on 3/19 and that as long as I didn't have to refund any monies... I also reminded them of my non refundable policy. The Airbnb representative reassured me that the only adjustment was the forfeiture of the future payout of 4/19 wich was fine with me since she was checking out and I have a non refundable policy. After I finished talking to Airbnb rep, they updated my calendar but when I checked my account progress I saw a negative (798.48). I called Airbnb reminding them of my non refundable policy as well as of my disagreement. Even though, they acknowleged that their representative misinformed me when he said that the only adjustment to be made was the forfeiture of the future payout for 4/19, they refused to refund me and, instead I owe Airbnb $798.48 to be deducted from my future reservations! I have been sending emails, messages, tweets but not to available. Airbnb refuses to reimburse me and is reenforcing the deduction from my future reservations until it reaches a zero balance.
On the other hand, I thought about not leaving a review for this guest to avoid more problems. However, while researching postings here, I read other hosts' recommendations on the subject. Therefore, I decided to leave her a review, knowing that, I'll be able to provide a short response when she does the same. I left her a review in the likes of "xx person may not understand how Airbnb works and is possibly better suited to a hotel than a hosting environment. I wish her the best but would decline the opportunity to host her again." As you can see, I am trying to keep it at a peaceful/professional level. I also entered a request through the resolution center to request payment for the damages caused to my apartment. However, I still have to refund Airbnb $798.48 from future payouts PLUS pay for repairs and buy new furniture due to the damage caused by this guest. Now, I'm just receiving more passive aggressive messages from this guest denying damages and saying that the apartment was dirty! Not to mention that I am often commended as to how spotless and clean my place is!
I feel that after all the abuse I have endured from this guest, I am also penalized by Airbnb. I am just amazed to how unhelpful Airbnb has been in my case and their refuttal to listen even though they know the situation from the beginning. I feel that Airbnb has left me unprotected to fend off this hostile and aggressive guest. Even though, she is not here anymore, I fear for my safety and my daughter's since she is still staying in the area. How do I deal with this?
Is that the way Airbnb deals with hosts? I'm flabbergasted at the way they had treated me to the point that I'm rethinking why I'm hosting at all and if it's worth my time and effort. Is it really worth all the work and the stress? This whole experience dealing with this hostile/aggressive guest and Airbnb has left a very sour taste in my mouth to say the least. Airbnb has let me down. This experience has shaken me down to the core.
Any words of advice as to how to handle this situation will be greatly appreciated.
