Hello Ahmet
I sense your frustration.
Thank you Taryn for her kind advice.
Ahmet I have face a similar situation and am trying to contact Airbnb case manager too. Please do let me know if you are able to proceed further. There has to be a law to protect us host who are unfairly treated. Does anybody know how?
This is what happens.
1. He enquires and books. He was leaving a nearby host to come to me I soon learnt. That was not a good sign. His company pays for his 28 days stay.
2. He stayed 13 days in total before sneaking out of my flat at 8pm. 5 days after he checked in he invited his girlfriend to come and stay. I charge £20 per night for extra guest.
3. He asked to pay cash for her stay. I requested payment from him after he left in Airbnb.
4. He sleep all day and works night alternate week. When he is not working he sleep until after midday.
5. I work from home as I manage my properties. I am also a senior citizen.
6. His girlfriend left and wrote me a nice note thanking me for the hospitality. I kept that note as proof she did stay at my flat and there are additional costs he must pay. That cost is clear as I publish the additional cost in Airbnb.
7. 13 days into the stay he left without warning. I found my flat door not lock. My flat keys were left inside my flat near the door post.
8. Airbnb cancelled for him at 9.30pm. The email from Airbnb did not offer any explanation, but confused me instead. For it said I have accepted his cancellation. I did not accept nor know he was leaving. Airbnb said they have pictures of the unhealthy environment. I ask to see the pictures and invited Airbnb to come and inspect my property. I describe my building as old, over 100 years old and due for a major refurbishment anytime now.
9. Airbnb never came nor provided the picture. They did however agree I should get the extra monies I requested for her stay.
10. Airbnb calculated I should be paid less than 10 nights. I was already paid for the total of 28 nights the day after he checked in. Remember this happen 13 days into his stay. Airbnb informed me they will claw back the remaining nights already paid out to me
I was shocked at the way Airbnb behaved. I have STRICT CANCELLATION in force. How could Airbnb possibly contradict its own terms? I asked for an explanation from Airbnb.
11. I requested money for his girlfriend's stay using the form in Airbnb.
12. When he saw it. He called me and threaten me. We were cut off.
13. Immediately I went online and wrote to him inviting him to communicate with me in Airbnb.
14. His girlfriend called from Germany and issued the same threat. She said she suffered eczema after the weekend visit to my flat. She threaten to show Airbnb the pictures of my flat. In fact I welcome her to do that.
15. I wrote to back in Airbnb and invited her to reply to me. I asked her to stop calling me to intimidate me.
16. Until then I did not know why he left except she told me he did not like the cold bedroom when he woke up during the day. Remember he work nights.
17. She claimed she saw mould in my flat where the wardrobe is. I ask her to send Airbnb the pictures so I can see them.
18. Tonight I received a review that my kitchen smell and my flat has mould. How can Airbnb see and smell without visiting. Ahmet you are right.
My beds and furniture come from reputable John Lewis.
My 5 years reviews were generally good. 98% of my guest thought I am clean, house proud and helpful. I have 4 to 5 star ratings.
I did have a disagreement with one long term guest (company pays) from South Africa and I terminated his stay. So I terminated him early. Only one guest in 5 years of hosting I have to terminate early.
Any input from readers are welcome.
Kind Regards