Not trusting a guest...cancelled booking...lost superhost badge!

[Theodore1]

I had a booking request from a guest, requiring to know the exact adress of my listing so that her boss and her, could pass by to see if the location is ideal for their "business". I advised that once booking is made, the exact adress will appear. Before that for security reasons I could not provide the exact adress. She insisted, by saying the boss was a very powerful person. I found the hole thing very dodgy, therefore cancelled the booking. As a result my Superhost badge was taken away. Is this fair?

[Irene30]

Thanks for advice donna, I wasnt too bothered about the towels, just wondered if I gave her a good review would that be unfair on future hosts, who she may do the same thing to, but at the same time I did not want to mention it to her as it would be her word against mine.

[Mary-Ellen0]

Contact the guest and ask (politely) if they would like to pay for the towels or return them....or activate the damage deposit.  You may also consider that small items should be expected to be replaced over time with wear and tear and just shrug it off.   Is the cost of a few towels worth the hassle or risk of a bad review?  Prob not.  

I have just filled out the new guest rules that gives guidance on these topics.  I have added a section that requires guests to sign a condition report on arrival and agree to pay for all damages IN FULL regardless of Airbnb damage deposit activation.  The damage deposit is not intended to reimburse us in full and honestly the process is frustrating and very deceptive in my opinion.  You must agree to let Airbnb make final decisions about release of damage deposit which takes all control away from you as the property owner.  I had a guest damage my counter tops with hot pans and had to replace them: 4K!  Airbnb made the guest pay only 300 of the 500 damage deposit.  They would not activate the 'host guarantee' so you likely won't see much support from Airbnb on this issue.  Hence their veiled statement that 'host gurantee and damage deposit do not replace home/rental owner insurance'.  Read between the lines there to understand how you really have no coverage....unless someone really trashes your place. 

I have had to replace utensils, pots and pans....broken coffee carafe etc.  I never worry about those items as they are a business expense and replacement is to be expected.  Good luck!  

[Irene30]

I know exactly what you are talking about I have had guests not just once but three times burn my kitchen work top by putting hot pans on it, I have had my places trashed numerous times even slashing leather chairs, not by Airbnb guests granted as I have just recently joined, but guests from other companies. I know I have to replace things like towels, but these were new towels and I only wanted to know should I give her a good review. I also find it wrong that we are all frightened to complain about bad behaviour from guests, in case we get a bad review, do you think the guests don't know this, which is why we get so much bad behaviour from guests nowadays. I have been in the hospitality trade 28 years, but over the last 10 years the behaviour of some guest has got very bad, it never used to be like this.

[Eileen4]

Having new towels taken would bother me too, as I spend a lot of money and buy nice thick bath-sized ones. I run two Airbnbs--one for myself and another for my mom--and one thing I've noticed is in that the more modest one (my mom's), more things get stolen, things like items from the first aid kit. I've had tubes of anti-bacterial cream and bottles of Motrin and Tylenol taken, for example. Now these things aren't expensive, but the trip to the store is what I object to...and I do want to offer them rather than not.

I feel cheap saying this, but it has occurred to me to put some brightly coloured tape (or tags) on these items, with the address written on them nicely, and, if they are missing after a guest has left, to mention it in a review. It's just the the per nightly cost in my mother's place is very reasonable, but every amenity that I have in my more upscale place is available there too, including the nice towels. 

I understand why you're bothered by this is what I'm trying to say here. I would find stolen towels irritating too. 

[Clare0]

@Theodore1 I think there is a convergence of two situations here:

1.) I just looked at your listing and didn't see the automated cancellation review that normally pops up when a host cancelled a confirmed reservation.  That would lead me to believe that you declined a reservation request or inquiry.  That's a good thing.  

2.) Several Super Hosts have been reporting on this Community and elsewhere that they received a notice from Airbnb that they have lost their Super Host status due to having cancelled a confirmed reservation when they had not.  My understanding is that it was an error on Airbnb's end and is supposed to be fixed.  Give them a day or two to sort this out.  If your Super Host status is not restored, I would contact them to find out why. 

Hopes this helps sort things out!

[Jennifer70]

Call in to Airbnb and speak with customer service advocate so they can escalate your concern to a trip experience case manager so they can re-evaluate that decision

[Donna19]

It was my understanding that airbnb will review the back and forth messages to determine if a "guest" is not adhering to airbnb guidelines.  And, they (airbnb) would contact the individual(s) on your behalf to share the guest requirements/responsibilities they need to adhere to if there is a problem.    

I always hold discussions on the airbnb site so there is a message history from the beginning that shows conversations with potential guests.

I had a situation and called airbnb ahead of time - mine was because of "insta book" - and asked what to do because I did not want to loose superhost eligibility.  Because the reservation was confirmed I would need to break it and thus loose my superhost eligibility.  The airbnb staff person was helpful and guided me through the process.   

Now you can cancel a certain number of times within a year and not loose your status.

I'd call airbnb and talk to someone to reconsider your superhost status.   Hope this helps.