Every day worse stuff going on with Airbnb cs department and policies. I know many of you have seen me here regularly, but honestly what else is there to do? Even when you accept their latest crazy change, they do something even crazier.
Today, a CS rep cancelled a reservation for no reason, CANCELLED IT IN MY NAME, AND SENT ME A CHARGE FOR $100????????
They called earlier in the day to ask about a guest having a hard time entering the property. I pointed out that the guest's checkin time wasn't for another two hours, and the guest never even contacted me to ask about getting in early. No messages, no texts, no calls, nothing. So I explain to Airbnb this, and that the least they should do before even bothering to call me is look up my checkin time and explain to guest she is early. I think that is that.
I send guest a message saying btw checkin time is 2:00pm. Here nothing from her. Then I get a call from Airbnb about a half hour ago. They cancelled booking in my name, charged me $100.
Rep said the guest was uncomfortable after accessing the property(they went to wrong door and ignored all checkin instructions) and the guest then claimed police were there looking for me??? I assure you first off, I would not out myself on the message board if police were looking for me, which I have already confirmed just to be sure that they are not. Also, they would have knocked so loud there would have been no way to miss them, that's how they roll.
So apparently guest made this up? I honestly don't even know. What I know is the rep cancelled the res. without approval, charged me $100, and had zero documentation to confirm anything when he did this.
Trust me people, document everything, you'll be glad you did, this is insanity. Arg.
""
Reynaldo B, Feb 27, 12:58 PST:
Hi Tony,
I hope you are well! This is in regard to your reservation with **.
My name is Rei, a Case Manager here in Airbnb.
We understand that sometimes there are circumstances beyond the control of the hosts, but given the circumstances and the supporting documents provided by the guest. It is essential that we provide a fair resolution. We want to support you as a host, so please consider our Hosting Standards, Terms of Service and Policies. Please be informed that based on the provided documents, I have decided to cancel the reservation on your behalf. Expect possible accounting adjustment and/or opportune penalty of $100. We fervently understand if you feel that our action is somehow prejudiced. Thank you if you contemplate that before we perform any action, we cautiously examine all the possible considerations supported by valid documentations. We are also reviewing all the recent comments written by your guests.
We are very particular in maintaining a fair and friendly environment of Airbnb community.
We normally deactivate the listings and cancel the account of any host who weren't able to meet Airbnb's hosting standards. These breaches are in opposition to Communication and Overall experiences. These standards can help you earn great reviews for providing excellent and dependable hospitality. You can see how you’re doing by checking ratings and feedback from your guests. https://www.airbnb.com/help/article/576/what-are-airbnb-s-hosting-standards
You have nothing to worry anymore. I successfully encouraged the complainant by satisfying their claim by cancelling the reservation. We hope that this would serve as a reminder. We are very expectant that your stats via https://www.airbnb.com/stats/ will soon be better.
Looking forward for you to review your listing details and update what is needed because we are not charging G any extra fee after booking!
Again, this is Rei, thank you for immense understanding. We appreciate your trust and loyalty. Thank you for maintaining a fair and friendly environment of Airbnb community.
Sincerely,
Reynaldo
www.airbnb.com/help
""