abusive guest

[Philippa13]

Unfortunately I had to cancel a reservation about 2 weeks before he was due to arrive.

I had a plumbing problem which i couldnt resolve.

After thinking long and hard about this I thought it safer to cancel than risk an unhappy guest.

Imagine my surprise when he called me today after his trip was over to abuse me.

He called me quote"A piece of **bleep**" unquote.

he said I had his money accused me of dishonesty.

It appears he has been refunded.

I am so upset.

I really had no choice...

Can I report him there doesnt seem to be anyone to send a message to at airbnb?

[Lawrene0]

Poor you, @Philippa13. I would google "contact AirBnB" for France and call. Also, if you still have the option, not sure as it might be too late, I would go to your "Host cancelled this reservation" review on your site and reply (where it says "Leave Public Response" in red) with a note that it was a plumbing problem that you did not want your guest to have to experience. Just a short reply.

Hope this helps a little.

[Philippa13]

Many thanks for your help.

[Linda108]

 @Philippa13  All profiles have a flag under the profile name.  Use that as means to report the abusive behavior of the guest.  Air BNB monitors these reports and takes action if it is either so egregious or a pattern of behavior.

[Philippa13]

Many thanks for your help Linda.
Philippa

[Bob43]

In addition, with a plumbing issue, you would possibly qualify for Airbnb's extenuating circomstances policy.

https://www.airbnb.com/help/article/1320/what-is-airbnb-s-extenuating-circumstances-policy?locale=en

[Philippa13]

Many thanks for your kind help.
Philippa

[Mahrita0]

i have a proble i just want to chat to airbnb why do they make it so hard they keep threatning me ie for canceling a guest i never cancelled it the guest did said he couldnt find my flat but he found my parking place i have been hosting for 4 years only cancelled once and i get an e mail saying i could be suspended then i was told i wasnt getting enough 4 or 5 stars and would be suspende i checked i have 4.2 stars they want me to get 4.8 stars in all the years i have been hosting i have never had this and i answer mt emails every 2/3 hours yet only get 93 per cent whats going on with airbnb and can you help me get straight through to them as i want to know whats going on thks mgt

[Helen3]

@Mahrita0 you've made a post bang in the middle of someone's else's thread which makes for a confusing post.

The number for BNB is on your guest booking confirmation. You can also use the search function here. A very commonly asked and answered question.

[Andrea9]

@Philippa13

I'm certainly not condoning his indispicable behaviour, however I'm quite surprised you didn't think to show your guest the courtesy of contacting/sending  them a message beforehand to explain your predicament instead of simply cancelling. Not professional.

[Philippa13]

Of course I explained my problem by emailing the guest 2 weeks before his arrival apologizing for the inconvenience caused,this was the last thing I wanted to do.
I am not unprofessional, I am extremely professional having a degree in hotel management and many years of experience.
Thank you for your opinion but I recommend you check your facts before making insulting unfounded comments.unprofessional????

[Robin4]

@Philippa13.....Not a nice thing to happen to you Philippa! As hosts we are constantly trying to offer the best standard of accommodation possible to our guests and equipment failure is a battle we don't need to fight. We not only lose the hosting fee we have to pay to make it right again!

I wouldn't be too hard on @Andrea for her comments Philippa, she, as a regular contributor to this forum has to play the part of 'Devil’s advocate' at times and treat problems that come onto these pages from all angles.

If you have a degree in hotel management you of course would know the cardinal rule....the guest is always right, even when they’re  not! And Andreas comments would have been very similar to mine.

Airbnb treats host cancellations seriously and for good reason. Too many hosts will 'ditch' a confirmed booking for a more lucrative one, so harsh rules had to be put in place to stop this. In a hotel, management can find another room for a booking, in hosting you cannot! What you should have done Philippa is, when this problem arose given the guest an option to relocate to another listing, or speaking to Airbnb and explain the situation and ask them to relocate the guest.

Obviously Andrea and I are not privy to what was said between you and the guest but from the way you have explained it you simply cancelled his paid reservation because of your extenuating circumstances instead of working with this guest to find an equitable solution......And that is all Andrea was trying to get across to you....perhaps cut her a bit of slack.

Hope it all works out for you...Cheers.....Rob

[Philippa13]

I am regretting having mentioned anything at all how patronizing

[Robin4]

@Philippa13 Philippa, we do seriously feel for you and the pain you are feeling over this incident. Neither I or any other contributor to this forum would doubt your sincerity or your professionalism, and your listing looks wonderful...I would stay there in a heartbeat!!

Although you may be very familiar with other aspects of hospitality, you are new to the Airbnb hosting platform having had less than a handfull of bookings and you have to understand that it is our job to offer advice on things that will help you become a wonderful host.

Pippa, we are not here to simply hand out sugar coated pills, we need to inform those that come here the way Airbnb can be best used. We are not always right but, we try....and that is all we do.

Contact Airbnb in France+33 1 84 88 40 00 or on Airbnb's Facebook page and explain your circumstances where this booking is concerned and mention to the helpdesk the abusive call you had from this guest and they will take appropriate action.

I hope this all works out for you.....Seriously we are with you on this one...cheers...Rob

[Ange2]

@Robin4  "you have to understand that it is our job to offer advice on things that will help you become a wonderful host."  

Just curious, you say 'job',  do airbnb pay you for your advice on this forum?  Thanks