This morning I received a reservation enquiry from a local business wanting to find accommodation for a couple of their employees...
I will let the message stream do the talking!
A 17 night reservation just now is, I guess to most hosts, a sought after booking, and as I do a bit of trade with this business and actually knew the two potential guests involved, I thought I would work with this company.
So I sent the following.......
I could have said to this person, 'Show me the money' but strangely enough after the rough trot we hosts have got from Airbnb, I still feel a sense of loyalty to them and wanted the business to go through Airbnb....at a considerable cost to me!
Well, I am left wondering what is the cost of loyalty....here was the outcome of that offer and that loyalty!
Now many of you will say what a fool am I to drop my rate like that, but I felt I was helping not just myself but, a local business and...... Airbnb!
Two and a half weeks of 50% would have been better than the 100% of the nothing my loyalty to Airbnb has ended up getting me.
If I am capable of a bit of loyalty to you Airbnb, how come it is so difficult for you to show a bit of loyalty to me!
Shame on you I say!
@Robin4 You should read what they just did to Huma- it's unreal. Charged the guest 50% and then sent Huma a message saying she wasn't getting paid anything because they couldn't collect from the guest, which is a blatant lie- the guest was charged. Story starts near the end of page three on this thread: https://community.withairbnb.com/t5/Hosting/Airbnb-are-you-embarrassed-yet/m-p/1267108#M303001
@Sarah977I hope all is well with you!
Just to clarify, I still haven't gotten to the bottom of this, because I am waiting for some info from the guest, but it occurred to me after I posted about this, that the guest hasn't been charged 50%. She has potentially been charged (or they are trying to charge her) 100%.
This guest's stay is not (yet) covered by the COVID-19 policy and she is a long-term guest, so was supposed to get charged for the first month and refunded the rest. I didn't understand why she was only being charged 600 Euros + fees and neither did she.
Then I remembered that the guest pays a fair amount upfront when they book. Most likely, she already paid Airbnb for the first month + the all the fees (the latter they are now keeping as travel credits). The 600 Euros is supposed to be her refund, or rather the amount that she can no longer be charged. She told me that, when she went to cancel, the system told her she would only be refunding booking fees. But why?
Even more baffling is the message I got, which was that, as I had been previously notified (erm, no I hadn't), they were unable to collect payment from the guest and therefore I would receive no payout. One of two things has happened here. Either they have taken the guest's money and for some reason are not paying any of it to me (so I couldn't give her any refund even if I wanted to), or, they genuinely couldn't take her payment but failed to tell me.
I find the second reason HIGHLY UNLIKELY. The guest booked months ago and, other than the confirmation email, I've had no correspondence from Airbnb about the booking. If they were unable to take a payment from her back then, why didn't they do something about it, or cancel the booking when they couldn't get payment? I can see why something like that could happen in the current chaos, but not when she booked...
So, I have asked her to check her accounts and let me know exactly what she had already been charged so I can take it up with Airbnb, but they have totally messed up all recent cancellations, so I have no faith in them to fix this, yet another, massive balls up.
The distressing thing is Sarah, although they are so swamped with CX business they have had to shut their phone contact down, they still have enough personnel to scour these enquiries looking for possible 'off platform' transactions. I received another notification with the enquiry telling me 'Beware' it may have been a possible fraudulent enquiry and reminding me of my obligation to not get involved in 'fraudulent' transactions!
They don't have the manpower to straighten out their problems, but they sure have the manpower to be on the lookout for business they might lose!!!
Sarah, it is getting quite grim!
@Robin4 Well, I was under the impression that those messages were generated by an algorithm which detects something off about the guest's account or messages, not that there were actually staff scouring manually through every booking to find some possible fraudulent activity.
Which doesn't let them off the hook for all their other dastardly behavior.
Sarah, of course you are right. It was a metaphoric response on my part, I know full well they are not personally scouring every reservation request.....although at the moment enquiries could be that few and far between that it may not take more than a few handfuls of eagle eyes to scan them.
My reference is that, no matter how far, and what lengths the company goes to trying to alienate their hosting base, there is always that one extra base to be covered!
'Although we don't want anything to do with you at the moment, don't for a second consider doing anything that doesn't involve us!'