The easiest Airbnb Customer Service Hack

[Betty-B--M-0]

Hey community! 

(Long posting ahoy!)

I just wanted to share something about Airbnb's Customer Service that I hope may be useful, especially to us hosts. 

Shout-out to Simone for being a truly wonderful agent and for allowing me to publish parts of our interaction.

The other day I accepted a reservation by mistake. It was not a big deal as the guest and I had been messaging and I told her that I was going to take a little time before accepting. The pressure of the ticking countdown clock and my misunderstanding on the way pricing displays for longer-term reservations led to my accepting too fast.

So there it was, reservation on the calendar, guest charged and me not quite ready to accept the booking at that stage. As soon as I did it, I messaged the guest to let her know I had made the mistake and that I'd do everything I could to fix it.

I then called Airbnb and explained the situation and I am NOT joking when I say that in approximately 7 minutes, no being placed on hold, no penalties that should have applied, no issues, the reservation was cancelled, calendar freed up, guest refunded in full, and there was no impact to host rating and reviews (no dreaded "The host cancelled this reservation X days before arrival). 

I realise that lots of times (though not always) we post on the forum after having had a poor experience with Airbnb customer service and I'm not discounting difficulties that have been experienced. However, I can say that for me,  almost every time I have called, Airbnb have been VERY helpful and I have come away feeling supported.

While this particular customer service agent was fantastic (especially impressive was how fast she grasped the situation and how fast she rectified it), I do not believe this was agent-specific or that it's hit-and-miss depending on whom one speaks with.

 In fact, following her permission to publish this, I would like to quote what the agent mentioned as being instrumental in my case:

"For transparency, your spotless history with Airbnb, immediacy with which you contacted us after realising the mistake, and consideration of the impact to the guest put this cancellation within our parameters for making a unique exception. "

Please don't see the above as me blowing hard on my own horn.  Rather it is merely a suggestion for all of us hosts, and I do include myself, to consider that : 

- our past behaviour with Airbnb, including as guest, host, and voice-on-the-other-end-of-the-line;

- our being on-top of things, and;

- our genuine concern for guest well-being;

could go a long way towards expediting a resolution, especially when we are the ones at fault, as in my case. 

As requested by Simone, I must add that every situation is handled and judged on a case-by-case basis so what may have applied to me, won't always apply elsewhere.

Still, I think it's worth remembering that people (including Airbnb people and the community) notice when we're considerate of others and try to genuinely do things the right and transparent way. The same is true when we're the opposite. Of course catching a customer service break is far from being the only reason to be this way. The truth is, far and away, it's just easiest to be a decent person. (Can I get an A-to-the-men up in here?!)

Again, things are on a case-by-case basis but for today, I serve all this up just as a point of reflection, especially if ever you've had a run-in with Airbnb customer service.  

Now is that an easy hack or an easy hack?

I'm now ready to have a strip ripped off of me for this. 

Thanks for reading, happy weekend, not-so-happy ripping, happy hosting to all! 

Betty

[Cormac0]

@Linda

I think you’re missing the point, let me put it another way there are Millions more healthy people in the world then sick people, so if Airbnb was a hospital the patients are not being given the appropriate treatment or they wouldn’t be coming to "community help" venting their spleen.

I read the blogs to learn and hopefully give some advice where I feel it is appropriate. I said it many times before within the context of these pages that when Airbnb is good it’s very good but apparently when its bad its horrid.

People having difficulties need empathy, support, and encouragement and in this regard Linda you’re a champion.

To quote Søren Aabye Kierkegaard “once you label me you negate me” of course you are going hear all the negative stuff in the “community help” in the same way, only sick people are in hospital.

Regards

Cormac

ECK III

ECK VIII

[Betty-B--M-0]

Amen @Linda108

Focusing on the positive right there with you. 

[Mark396]

I will add a perspective that should not be easy to misunderstand or ignore, I hope:

1.  AirBnB is (justifiably?) concerned about the "standards" of "Hosting" i.e., Host Behavior.

2.  AirBnB prides itself on enforcement of and "ratings" related to those "HOST" behaviors.

3.  This is especially pertinent in regards to the temporal and quality measures that AirBnb is so focused on enforcing within "the community."

We can argue or not about their behavior here...there are pros and cons...but...my questions are simple:

4.  Where are the "performance standards" that AirBnb AGREES TO ABIDE BY by POLICY, as the standards that the HOSTS agree to BY POLICY which apply to them (the hosts)?

5.  Where are the temporal and quality measurements that the HOSTS can view regarding the AIRBNB performance "standards"?

6.  Where are the "statistics" related to AIRBNB support / ticket management / response time / resolution ratings AS RATED BY THE HOSTS AND OR (the important part) the Customers of AirBnb?  This includes both the Hosts, as well as the Guests of those Hosts.

This is not the first time that I am asking these questions.  Since AirBnB will "never see this" according to some...so be it.  I have already requested these "standards" formally directly with AirBnb.  

Does anyone have a resonable answer to this line of questions?  In other words...does ANYBODY KNOW ANYTHING about the STANDARDS that the HOSTS and the GUESTS of AirBnB, in fact, "the Community"  can use to measure the performance of AirBnB itself?  

Anyone???

[Betty-B--M-0]

@Mark396 - good questions and I hope I understood you when I offer the answers below: 

As to the ABB Terms & Policies, would the link below be of help to you somewhat? 

https://www.airbnb.com/help/topic/250/terms---policies

As to statistics on performance, resolutions, outcomes, average handle times, tickets etc do companies, especially non-listed/public exchange traded ones,  publish this information in general or is it for internal use? 

Thank you.

[Mark396]

Betty,

Good question.  

1.  Are the ratings and results of those ratings public or internal for HOSTS?

2. Does that matter?  ie...the incongruity?
3. Another approach...why do it?  Don't know, but maybe these are the people to ask....someone who has a PUBLIC and RESPONSIBLE policy with a GUARANTEE:  responsible corporatism, IMHO:

gofund me  dot com, you get it...:  (bottom of their home page):

"GoFundMe Guarantee

Your donation is protected. If anything is not right, we’ll give you a full refund.

URL removed

5-Minute Support

Contact us with your questions and we'll reply in 5 minutes—24/7.

URL removed"

[Betty-B--M-0]

@Mark396 ok. Thank you for sharing. 

[Betty-B--M-0]

@Cormac0, thanks for your comments. Well, I do recall sometime ago someone in the forum posted about an abusive, filthy guest who didn't exactly break house rules so she couldn't cancel the reservation without losing her earnings. To summarise, she called ABB, was on the phone with them when the guest walked in, there was a verbal altercation that ABB overheard, they immediately cancelled the reservation, contacted the guest asking him to leave and did not refund him.  The host stood to lose but didn't.  That was good news to me.

Also, just in case it wasn't clear for in my situation, I stood to lose because if I cancelled a reservation I had accepted, I would be penalised by part of the cost of the reservation held against future earnings. Also, I would have the notification showing on my reviews that I cancelled X days before arrival. 

I also mentioned in my posting that I am not discounting the difficulties people have had - only offering up a point of reflection and perhaps an alternative approach.  

I'm happy for you that you haven't needed to contact ABB, which only speaks to your skill and ability as a host and business-owner. Sincere congratulations. 🐵 

[Robin4]

@Cormac0

Oh Cormac, that does make me sad to see that coming from my Irish mate!

I said to Betty in a post I just did at the end of this thread...." Betty, we are valued and we are respected, I understand you feel like this was something special but, you only feel that way because of all the issues you see here on the forum. We see the worst of everything here, the worst guests, the worst hosts, the worst service and after a while we begin to become scared that this is what is in store for us.......Just remember Betty, the forum is the tip of the iceberg, for every 1 complaint that comes to this forum there will be 10,000 successful hostings, just like mine last night, and the one the night before and the one that is in my cottage for the next 2 nights....and all those 100+ that have gone before. You are building a good solid collection yourself as well".

Don't be cynical Cormac, look at your reviews, you are an ornament to the platform mate, it's only a matter of time before you get that Superhost badge. And when you do I will wager a bet if you ever get yourself into an experience like Betty's the service you receive will be exactly that which Betty, I and hundreds of thousands of other hosts have received.....first class!

Come on my friend, be a glass half full man, not a glass half empty one.....hey

Cheers.....Rob

[Cormac0]

@Robin

Hi Rob

Unfortunately, I've formed the opinion that “Super Host status is a liability rather than being an advantage!

I have basic accommodation with nice beds and a reasonable kitchen and not much more, so I’m more in the four-star category with competitive prices.

Super host status sets Hosts up for a fall, because guests are expecting something special, which I do not provide.

What I provide is clean a comfortable accommodation at a reasonable price and the more one chases this Super Host non-deplume the more grieve and angst one will get. If one wants to create problem for oneself keep on adding variables.

1. TV, that guests don’t know how to switch on.
2. Dishwashers the guests don’t know how to use the chemicals required.
3. Automatic door that get broken.
4. Snack that are cleaned out.
5. Self-let in that gets abused.
6. Equipment that get stolen.

This is not negative thinking it’s an analysis of what I read in the blogs and my evaluation of where I stand. I always embraced the management philosophy “Keep It Simple Stupid” and it work for me on so many levels.

Regards

Cormac

ECK III

ECK VIII

[Bruce43]

@Robin4 

Come on my friend, be a glass half full man, not a glass half empty one.....hey

Cheers.....Rob,   I say buy a smaller glass.

  although Australians speak English, they are different. They certainly will stay for weeks, eat you out of house and home, empty your drinks cupboard, and take hubby to the pub and force drinks on him so that he can't go to work the next morning.

[Robin4]

@Bruce43

Ah, but they will pay their way, they will show you the true meaning of mateship and patriotism, and when they leave, you will almost wish you had  had the good fortune to be born one of them!

I am generalising here of course.....there are exceptions!

Cheers.....Rob

[Bruce43]

@Robin4 the last few years, one of my duties at work is taking water specialists from Australia, America and other countries around the plant I work.   Just last week I had a group of people from your country.

I started out the tour with my Jim Jeffreys standup jokes.Walked around the plant and ended my day with my classic "the dingos ate my baby" everyone shook my hand, and some gave me pens that say Australia. 

[Branka-and-Silvia0]

@Betty-B--M-0 

I am truly happy with your good experience with Airbnb representative. It is great to hear Simone helped you so quickly and proffesionally. Bravo Simone ! 🙂 

I have to say that my experience with ABB suport was also very good (I always contacted them by email ) but.... I was lucky and never needed Airbnb to mediate in any refund or damage and deposit claims which seems to be treated in the disappointing way .

I hope I will never need their help in that matter bc after all I read here on CC I am not very optimistic  😞

[Betty-B--M-0]

Thanks for being happy for me @Branka-and-Silvia0 and I agree that not one of us ever wants to be contacting ABB to ask that they mediate a damage deposit or refund. My sense is that if the mediator is needed, it's already at the point of conflict and best practice is avoid that as much as possible. I like the idea of screening guests to screen potential problems even before they ever happen. For those of us on instant book, being clear in the house rules and sensible on the pricing helps tremendously. 

Also, I know it sounds odd but I do believe that barring psychosis or demonic possession (!) 99% of disagreements between us humans can be resolved by dialogue, considerate actions and a genuine interest in a positive outcome for all. Call me Pollyana.

For me, the one time I needed to claim a damage deposit, I went straight to the guest and because our relationship and the experience was good (we are friends even today), we worked it out between ourselves, I claimed it through the ABB website, she paid right away, no need to have ABB mediate. Another time, a guest booked for two but only he showed up so I refunded him without him having to ask, only because that was the right thing to do. Again, I am not blowing my horn, only that I feel this business is very people-oriented so when there are problems, it can work very well to do things with the human touch.  

Statistically, I think that the more one hosts, the more one is likely to eventually encounter damage, refund requests, troubles of all sorts and good luck can eventually run out. When it does, I just hope we can remain calm, roll with the punches and rise above the temptation to get even, bad-mouth ABB or otherwise make it worse.

I type too much! Thanks for reading!  Happy Hosting! 

[Bruce43]

@Betty-B--M-0 spot on post, if the communication is good half the battle is won.

also having a few days off is cool too