I have been hosting on airbnb for over a year and I have been delighted by it. I love connecting with people around the world and showing them my local environment. I go out of my way for my guests as that is my standard of hospitality. It is what I learned from my parents who hosted international guests a lot when I was growing up on a farm in a desert region of South Africa called The Karoo. They call it Karoo hospitality.
I also have two daughters at a very influential age: 10 and 12, and they have been learning about the world through our guests.
So we were very excited to have a young 19 year old American boy who proclaimed himself to be a Youtuber come to stay. (My girls want to be You tubers too>) However, I also had strong reservations about this guest due to his spooky profile pic. I had a bad feeling about him, but I figured he was just going through some identity thing as he was only 19. When he arived he seemed charming, but was not at all interested in being shown around and ignored advice I gave him on places to go. This is fine, but for the fact that there are serious safety issues in regards to crime in our area and he was a walking target, so I was quite worried he would get robbed or raped and (he was very camp) and lay awake at night when he didn't come back before dark, wondering if I should find a way to tell his mother that he might be getting himself into trouble.
He kept his curtains drawn and was very secretive. Sneeking in and locking the door every time. I respected his privacy, but sometimes knocked on the door as the weather got colder and offered him soup, blankets and a hotwater bottle.
On top of all this we had a big problem with our phone and internet. A fault on our line went un-fixed. We have terrible services in SA and I was fighting with the only company that provides these services every day, begging them to come and fix our line. Our guest was very amiable about this as I apologized to him on the airbnb messenging service.
Then one cold night I knocked on the door to bring him a bowl of soup and he told me that he had been robbed that day, and he was so distraught about it that he had booked a plane to leave the next day. I invited him into our lounge, to offer council, more soup, perspective and to make closure. It turned out that his robbery was very mild by SA standards - he had not been hurt and they had only taken some of his cash even though he was carrying his passport and all his cash on him. He had also put himself in great danger by sitting on a bench in a park where no locals go as it is inhabited by thugs and addicts.
He agreed to come to a yoga class with me the next day to help calm down and prepare for the flight ahead. He loved the yoga and afterwards changed his flight again as he wanted to spend a day in Amsterdam on the way home. He then asked if he could stay another night and that we could take him to the airport the next day. I said: "No problem. You have already paid for the rest of the week." He said>" It shouldn't be a problem, but we can discuss it." Later he asked if he could have a refund. I said we could do it through airbnb. He then asked if we could do it directly as he needed it for Amsterdam.
I felt sorry for him and indicated that I might, but would think about it. I needed to consult my husband who was out doing a gig. He's a muso. Then he went really weird and sulky on me.
I took him to get take aways because it was raining and he was feeling unsafe. He came home and plonked himself down in our lounge and psyched me out while eating them, then left the packages and stomped off to his room.
The next morning it was still raining and he came knocking to borrow an umbrella. I lent him a coat and he ran off.
I found out later that he had gone to complain to airbnb that I had not provided him with internet, which had caused him to be robbed. In the meantime I had found out that the policy was that the guest should officially cancel if they wish for a refund. So I wrote to him on the airbnb platform suggesting that he do this if he wished for a refund.
Then I got a call from airbnb which was an official inquiry as to why I had not provided internet. I explained the situation and the consultant was very understanding. I have a very good track record and superhost status. I gave permission for her to give him a refund.
I confronted the guest about why he had taken this backhanded approach and basically lied to try and get his refund.
He left the room in a mess with a pile of filthy dishes. Then wrote to me saying he would write me a positive review and hoped I would too. He then denied ever asking for a cash refund on the online airbnb platform messaging system.
He has now threatened to sue me.
I feel that this guy is getting away with being a total brat.
I do not want to review him as I do not trust him and I do not want to be misrepresented as I am sure his review is not positive.
What support do I have if it is true that he has got a lawyer?
He told me that has been awarded a 100 dollar voucher by airbnb for his unfortunate experience.
He only paid 450 dollars for his entire stay with me, and one week of this is being refunded.
I feel that I have been left with the short end of the stick and am quite put off hosting for a while.
Any advice?