A Airbnb Customer Service Complaint Rant

[Marie8425]

This one bugged me, so my rant.

I had a seious but minor medical emergency yesterday.

I , also had a Guest checking in.

I had confirmed with the Guest he could comfortably check in by 7 pm, my cutoff.

I am with my neurologist, in the afternoon.  The doctor wants me to have some labs done that day.

I am all done with everything by 5 pm, but Arizona and traffic, the GPS says we will arrive home 6:55 pm.  At 5 pm, I first messaged the Guest.  Should be there by 7pm, but since my obligation for him I will extend check in to 8pm.  No reply but he is normally vert slow to reply.

At 6:15 pm, I send another message GPS is reporting arrival at 6:45, I will still honor until 8 pm but 7 pm, no problem. 

We do arrive 6:45pm.

At 7 pm the Airbnb CS calls me, Guest complaint.

He asks me for copies of my Guest messages.

No problem, my Guest is obviously the jerk not him.

I have a flexible cancellation policy, so I knew the Guest would get a refund.

I send the 2 messages and the neurologist doctor notes, totally sincere.

Here is my Rant the Airbnb CS Agent, that I have been polite to, says my "MISTAKE" about check in time caused a problem.

I corrected him a "Medical Emergency" is not a "MISTAKE". 

[Joan2709]

@Marie8425 

First...so sorry you are dealing with health issues...no fun at all.

Your check-in time says 10am-7pm. Wouldn't your guest be able to check-in any time after 10am all the way up until 7pm?

Emergencies happen, but if you weren't able to reach the guest via Airbnb message, text or voice, the guest would still think it's fine to check-in anytime after 10am up until 7pm?

[Marie8425]

@Joan2709 

Sorry my rant was more a professional CS Rep called it a "Mistake"  Instead of like you just saying sorry this happened.  Like I said it was flexible cancellation I had nothing to argue so I wasn't angry at the rep.  Stuff happens.  If a Neurologist says I am squeezing you in because a concern an Emergency not bad planning on my part.  It was rude.  Professional CS Employees should not be rude.

[Joan2709]

 @Marie8425 

Agree 100% - Hope you're doing better! 👍