Is this worth it? Struggling with remaining an Airbnb host

[Erika295]

I am struggling with whether I can stick with Airbnb as a host. Perspective is greatly appreciated.

I have a few concerns with the Airbnb model (as a renter, I recently had to clean a "superhost's" toilet, sinks and shower before I could use them), but the straw that's breaking this camel is how they treat hosts versus renters.

Two quick stories:

Back in May, I had 2 NYC renters show up at my country farmhouse, find some moths flying around, and leave, submitting a request to the resolution center for a refund. Mind you, it's an old house (1810) but renovated and we keep it *fastidiously clean*. I insist. But it is the country and there are bugs and some of them do get in. Airbnb was on the phone trying to reach me, the host, for resolution immediately. We had several rapid-fire phone calls. These renters were both lawyers so I opted to make this problem go away by giving them a full refund. They were happy, Airbnb was happy. 

By comparison, the experience when I, the host, am the one in need....

Fast forward to July when a renter burned a hole in my wall-to-wall, left the place a major mess, didn't leave on time (which prevented the massive cleaning from getting done on time, and kept the next renters from checking in for 3 extra hours), and had at least 3 to 5 additional people at the house without my knowledge/permission/charges. I was on the phone with Airbnb as soon as I got the dozen photos from my house cleaner, and was advised by them to submit a claim to the resolution center.

The advice I got was to submit for the damage first, and the extra services second.

> But when you submit one request for damages to the center, I soon discovered, you can't submit a second until the first one is resolved.

> BUT I only  have 14 days to submit ANY such request to the resolution center, and as of tonight it's been FIVE DAYS since Airbnb has had my first request and despite calling the help center 6 times, no one has contacted me. Those 14 days are now up.

> Meanwhile, a week later, the renter has finally decided to respond to my original matter-of-fact email to say the damage and mess I'm calling them out on were there when they arrived. And "do I really want to make this ugly?"

I care about doing right by my renters and try to go above and beyond. Most of us probably do; it's a point of pride. E.g., we're in the mountains of Vermont and don't have or generally need air conditioning, but at this same renter's last minute request, we purchased and installed a used window unit in her bedroom days prior to her stay.

But I also care about this house! I was there 3 hours before they arrived. I had been there for a week. There was no burnhole. There was no toddler poop on the bathmat... (My kids are 9-16, hers are in the potty training years, and she's accusing US of leaving the big smudge of human feces on the bath mat.) She's questioning what's wrong with leaving multiple food-crusted cooking pans ("the rental agreement didn't say anything about us doing a deep clean.") 

I just don't want this house at the mercy of people like this without a company that will be there when needed. 

Should I have faith that these Airbnb resolution center people are going to look at all this?

Is ignoring me all this time normal?

Will they weigh my record of conscientious hosting versus this person's complete lack of a record on Airbnb (no reviews)?

Are they going to look out for me here?

Or is this just not worth it for someone like me? I can't afford not to rent, but should I just put my energies into Homeaway (maybe a fluke, but so far, zero issues in 2 years)?

Many thanks for any insights,

Erika 

[Jacob43]

airbnb just suspended BOTH my hosting accounts because a guest at one of them got into a fight with a resident (whom i pay to manage the property) who threw a pillow at her.  The fight was over a cat that the guest had sought to bring in to my property AGAINST the rules and that the resident wanted to expel. I don't know exactly what went down there, but why was I not consulted by Airbnb before meting out a suspension? There is no "process" at all, let alone "due process". Overall, Airbnb is EXTREMELY gentle with guests and will always give them the benefit of doubt, seemingly even when they suspect (or know) that they're fibbing. Not so with hosts.

[Elaine701]

As a long time Airbnb host, and a victim of the incompetence of CS and the uselessness of the host guarantee, I certainly appreciate your frustration and even occasional outrage. 

Our offerings, at one time, were listed on all platforms. And I can say with absolute certainty, that none of them offer the kind of host support they claim.

Airbnb used to be the only exception, but it too has now descended into mediocrity. 

It's just a truth that you need to get used to. Really, none of them can be relied on to watch your back. They're focused on sales. In pursuit of that, they need the buyers to keep buying. We all need to come to grips with who the buyers are. And it isn't the hosts. 

Your best defence is simply to (in a friendly, respectable, and non threatening way) advise each unknown, untrusted guest that inquires about a booking, that as a legally binding term of their booking, these are the rules... And any violation of them will be met with substantial penalties, both legal and monetary.

Now, none of those penalties may actually be enforceable in any practical sense, but the type of guest who consciously misrepresents their intentions aren't likely to be legal scholars. 

Just scare them away, before they book. It's your only defence. Really. 

Good luck. 

[Rebecca181]

I agree with @Elaine701. I managed my beach studio (attached to my primary residence where I live) as if there would be nobody to support me or protect my interests - Except me. And that's often how it is.

For example, I had prospective guests confirm in writing via the Airbnb message center that they had read and also agreed to my House Rules. Which comes in handy if you ever have to reinforce them while the guest is staying at your unit. The proof that they agreed to my House Rules is right there in print.

I rarely had any issues with guests acting up and when I did, I handled it myself. Such as the time that a family snuck in another family with a baby and a dog during the Oregon Eclipse; I let them stay as every place in Oregon was sold out but charged them an extra 250.00 a night and added them to the reservation; I didn't feel the children, baby, or dog should suffer for their parents' bad behavior. By the way, I could have easily charged 1000.00 a night, that's how in-demand places in Oregon were during this time.