Just a reminder to ALWAYS COMMUNICATE VIA AIRBNB to protect yourself from SCAMMERS

[Sophia-and-Matt0]

Just a reminder (and my lucky lesson learned) to always communicate via Airbnb messaging to protect yourself from scammy guests.

We recently had a scammy guest.  She stayed for two nights (and made a total mess of our home.... which is besides the point)  During her stay, she complained twice about not being able to get hot water.  Both times, we responded immediately-- gave her instructions on how to get the hot water to come on faster and offered to send our house manager over to help her.  Both times, she ignored our responses.  After check-out she requested 50% of her payment back ($400)!  But thankfully, our conversations (notably-- our quick responses and her failure to communicate) were logged on Airbnb messaging.  After Airbnb's CS reviewed our conversations (and we sent over video of the hot water coming on), they agreed that her request was bogus.  In the end, we offered her $35 for her trouble.

We've been hosting for just over a year now and this is our first scammy guest.  We've always prided ourselves in being available for our guests and left them our phone numbers.  But feeling very thankful now that this communication happened over Airbnb messaging. 

[Inna22]

@Sophia-and-Matt0 why did you give her $35??

[Sophia-and-Matt0]

Really, just to close out her dispute... The CS rep from Airbnb asked if we'd be willing to give her anything so we could just put it to rest and we came up with a random, (small) number. 

[Ben551]

@Sophia-and-Matt0  it's good to hear a story where AirBnb support a host who has done the right things.  A lot of the time people only post online when it's a negative outcome (human behaviour) so thanks for taking the time to share a positive one.

[Sophia-and-Matt0]

Thanks, Ben!  All the (good and bad) lessons that other hosts have learned and posted have really helped us so we just wanted to add to the conversation and give a little too! 

[Emilia42]

@Sophia-and-Matt0 

Bravo on your honest review of the guest and your calm and professional response to her review. Often times you come across a host doing more harm than good with their responses. 

[Yulianna0]

Totally agree with you @Sophia-and-Matt0! I’m waiting for tomorrow when my guests (fellow hosts!) will leave! I was ready to call the police... Good thing, that all the conversation is in Airbnb messenger. Pity, that I didn’t record the scandal that they made entering my room:( Have to learn to be more quick.