We have been with Airbnb for a solid 4 years and have just entered the beginning of our 5th year. We have hosted over 450 reservations and maintain a strong 4.9 star rating. It is RARE that our home is not booked. Our home is near Red Rocks Amphitheater and thus brings mostly a concert-going crowd.
Throughout most of our time hosting people, we have had outstanding, respectful guests. However, this year, things seem to have shifted to a younger crowd that lacks respect for rules and integrity. We usually have 2 'bad' groups of guests per year and consider it a wash because of all of the great people that we encounter.
But this year, we have just finished round 5 of 'bad guests' and have grown weary of hosting people as Airbnb does NOT value their hosts.
The title of Superhost is nothing more than a word to make a host feel valued and as if they have some special clout with Airbnb...at least this has been our experience. Round 3 of bad guests brought one of the most manipulative persons that I have ever encountered. I had ALL of my documentation in black and white, on the website, security camera shots to prove they had extra, unapproved guests, but Airbnb found in their favor???? Cost us $500. We had a similar situation last year that cost us $2000.
There is no dialogue with the 'Case Managers', they give their side, you give your side, they say they've made up their mind to not find in your favor and they cut off the conversation. Incredibly RUDE.
One would think that being a Superhost (definition: Superhosts are experienced hosts who provide a shining example for other hosts, and extraordinary experiences for their guests" would already 'prove' that we as hosts are dedicated to the best experience for our guests and would offer some benefit of the doubt to Airbnb. I have been told by Airbnb that they consider each reservation an individual situation and don’t consider the overall host rating. So why then offer a title of Superhost?
It is a difficult decision whether or not to remain with Airbnb as we do make a considerable income with them. However the bad is beginning to outweigh the good. I feel certain that Airbnb has a legal loophole to escape EVERY situation. Thus the $1,000,000 “we got your back” logo in my mind is as valid as the term Superhost.
For now, we are pursuing renting to medical professionals who travel. While it may not bring as much income, we won’t have as much headache either. I know that losing our business does not affect Airbnb but if they keep up with their poor customer service, in time, they too will suffer.
Thanks for listening and Hosts be mindful:
1. Airbnb is usually going to side with a guest
2. The front-line customer services reps that first answer the phone are USUALLY quite inexperienced and don’t know how to handle situations. If you really want someone out of your home, tell them that the neighbors are complaining or use the word party. That usually works.
3. The Case Managers seem to have more knowledge, but not much. They can be quite unreasonable and rude.
4. Airbnb likes to work in black and white and has difficulty operating when ‘gray’ situations arise.
5. If you have security cameras, you must disclose them.
6. If you already have bookings but have just installed security cameras, you need to go back to those reservations (prior than the night before check in) and disclose that you have installed cameras and request that they confirm that they acknowledge their presence. Otherwise, if the guest complains about the cameras, you will lose money on that reservation.
7. We have stopped allowing ANY other guests in our home except for those booking. Guests must also confirm the guest count before checking in. I can’t think of any other way to avoid unapproved and unwanted guests in our home.
8. Isn’t babysitting adult’s fun????