AIRBNB'S FLAWED RESOLUTION SYSTEM

[Seun52]

Hello Everyone,

This is a case about a fraudulent and deceitful act by a guest (Dorianna *personal information hidden*) and Airbnb's flawed resolution system.

The above guest booked my place for 33 days and checked-in Fri 13th of March 2020.

Just before her check-in date, I refurbished the whole apartment with new furniture all through, new solar power system, and the whole place was also repainted, costing me over 3,000 British Pounds.

She contacted me only once although her stay which was 16th of March to ask for help on how to operate the new power system and other appliances in the flat which immediately we helped her to resolve.

• 3 days to checking out, she sent me this message below

‘’Jairus, you have made this stay horrible. You still owe me 2000 Naira. I have been all over Lagos: and you have yet to show your dirty face during or before this lockdown. Please contact me ASAP 8165332751 (Not Via Airbnb Message)” using a derogatory word’’ (this was after the housekeeper had gone to help her with some chores)

• 2 days to checking out, she reports to Airbnb about cockroach infestation without any communication with me first (when I was contacted by Airbnb, unlike them, I put 2 and 2 together and wondered why the guest didn’t communicate with me first but chose to report directly to Airbnb 2 days to check out? Which I made my concerns known to them immediately.
• Check out day, she did not check out as I had suspected without communicating with me nor did she extend her stay. I reached out to her, but she ignored all modes of communication and she stayed for an extra 5 days making it 38 days in total.

When I requested for my money for the extra 5 days she stayed, she came up with all sorts of claims about how horrible my service and my place was and also left a damning review without any evidence whatsoever just because she doesn’t want to pay me my $155 for the extra 5days.

I have given Airbnb resolution center a plethora of evidence, but they have chosen to ignore it all claiming that a guest providing "feedback" (irrespective of the content), is not in breach of their policy. This has shown how vulnerable the system is.

Airbnb seems to be supporting this fraudulent and deceitful act by the guest to defraud the host as they have chosen to exclude the PROCESS they set up themselves to resolve issues, overlooking glaring proofs provided by me – the host.

Her CLAIMS/ LIES as follows:

1. That the apartment was infested with cockroaches from day one without any evidence (but she stayed for 33days + extra 5days unauthorized making a total of 38days) – mind you, photos (which I have already provided Airbnb) which shows how she kept the kitchen in a filthy state.  
2. That the generator leaked, and it affected her health, again no evidence of a leak or how it affected her health (but she stayed for 33days + extra 5days unauthorized making a total of 38days)

Ladies and Gentlemen, please follow this, all these claims were after she ‘’checked out’’ and none of these claims was reported at any time during her stay to me or Airbnb (my Airbnb portal is and Airbnb support are my proof).

Unlike Airbnb, I suspected 3 days to her check out that she had something up her sleeve as she had planned NOT to pay me for the extra 5days. I made my concerns known to Airbnb immediately and this has been Airbnb’s response below:

1. They claim the guest is not in BREACH OF THEIR POLICY by continuing to stay my apartment after the expiration of her initial booking and making false claims
2. That the guest gave an honest review of her stay (with any evidence to validate her claims)
3. That it was Ok for the guest not to pay me for the extra 5days she stayed without authorization
4. That I should provide a document to a LIE (which is her claim about the leaked generator)
5. Finally, Airbnb blocked my listings based on the above LIE (No. 4) without presenting me with any proof and threatened to continue to block me until I present evidence that the generator has been repaired(I can't believe that they will ask me to present evidence to a lie).

So, the question I have been asking the team at Airbnb resolution center which they are yet to answer any:

1. During her stay whilst she was receiving free WIFI, free electricity, etc., why did she not complain then?
2. If the stay was truly miserable, why did she choose to remain in the same infested place for another week? why didn't she move out or make complaints then? why did she spend 38 days in the same apartment?
3. If her claim is that she reached out to me using another medium other than Airbnb's portal to make complaints about all these issues and I did NOT respond, so how come Airbnb support does NOT have any record whatsoever of her reporting all these issues to them during her stay? 

I have been a host on Airbnb for almost 2years, I’m shocked on how weak and vulnerable Airbnb is and this is a big letdown  – In the name of ‘’customer is always right’’, which I don’t dispute, as I am also big on customer service; however, it is not right for any guest can come and make claims and all Airbnb will do is to accept it hook, line, and sinker, leaving the ‘’hosts’’ susceptible to all sorts of malicious claims. They (Airbnb) forgets that as much as the guests are important, the hosts are equally as important to the business.

As I write this, I am yet to be paid the $155 for the unauthorized extra 5days spent and Airbnb is doing nothing about it rather they have chosen to look away.

[Nanxing0]

Sorry to hear about your situation! It looks like you encountered a guest who's playing dishonest game with you. Some hosts have encountered such guests and as long as we respond professionally it shouldn't cause too much loss. Here are a few suggestions I would do if I were in your situation.

First of all for the pest issue, it's less of an issue to me because there's not too much the guest can do for it if he/she cannot provide evidence. Since he/she already stayed 31 nights I would simply offer him to leave and get refund of the rest 2 nights, or stay with no refund at all. 

The biggest issue to me is the non-compliance on check out. We have had guests failed to check out on time for various reasons, most of time the guest booked wrong dates. We run on a very busy schedule with most of time same day turnovers (before the pandemic) so most of time we couldn't tolerate such issue. What we do is that we contact the guest first and see what's going on. If cannot get contact with guest, we immediate contact Airbnb to report the fail-to-check-out on time issue and ask Airbnb to step in. Usually we would give the guest like 1-2 hours to respond and finish check out. If they don't respond we would have no choice but clearing the room and prepare it for the next guest. Fortunately it never happened to the point that we need to clear guest's stuff out, but if it does we would have to store it somewhere for the guest to retrieve. But bottom line is that this needs to be done on the same day of the supposed check out. If the guest doens't cooperate or respond, you need to ask law enforcement to kick him/her out since he/she doesn't have any right to stay in your property.

I don't know how you communicated with Airbnb, but they do everything based on evidence. For the generator, simply take a photo showing there's no leakage will shut them up. If you keep arguing with Airbnb without anything concrete things will only become worse for you. For the pest, same thing. Take photos of the inside and send to Airbnb. They can say "customer always right" but if you provide evidence showing the customer is not right they would trust the concrete evidence instead of the guest's blabbing. Sometimes you might need to get a certificate from a professional. For example if Airbnb asks you to provide evidence showing the generator is not leaking, simply find a licensed service provider for the generator and ask them to issue you a statement to prove that. If you have one that you have been working with, they should be doing it for free. Pest problem is similar, just ask your pest control provider to issue a statement showing there's no evidence of infestation. We have a local pest control company that gives our property regular pest control service to keep it pest free and if any pest problem arises, we have someone to go to.

[Seun52]

@Nanxing0  Many thanks for this. This is most helpful and I will take on board some of the advice you have given. Regards

[Sarah977 · Accepted solution]

@Seun52  Unfortunately, you have been a victim not only of a scamming guest, but of Airbnb's guest-centric attitude. The customer isn't always right, sometimes they are quite the opposite and lie to get what they want. There are plenty of businesses with great customer service, who while maintaining a professional attitude, have no problem with not accepting bad behavior from their customers and have no qualms about losing their business, if it comes down to that. Airbnb allows guests to get away with outrageous things, which hurt hosts, all the time. They aren't concerned with your business, they are concerned with their own, which is based on collecting guest fees, therefore not offending their guest base.

If I were you, I would take this as a learning experience. I wouldn't think it worth your time or energy to argue with Airbnb over $155. You may get it in the end, with tremendous persistence and endless sending of documentation, and attendant frustration and anger, but I should think your time could be better spent.

When I say take it as a learning experience, I don't just mean realizing that Airbnb usually can't be relied on to have your back, but also to be pro-active when you have a guest who is sending out red flags. If they start complaining early on in their stay about trivial things (of course if its something that actually requires your attention, you would be responsive), rather than bending over backwards trying to please them (you can't- they'll never be satisfied), it's best to try to get them to leave-"I'm sorry, but this doesn't seem to be a good fit for you- perhaps you should look for another place that suits you better." 

If they are ignoring check-out, as this guest did, as @Nanxing0 said, you need to take matters into your own hands and boot them out.

Bottom line- you can't trust Airbnb to do the right thing by its hosts. You're on your own.

[Clelia36]

I just had a terrible experience of  a guest who booked a month - I have strict reservation policy - he came with a no registered guest I asked for his ID he did not want to send it ( I still don’t have it ) and one day after ( I still insisting in the ID ) he wrote  me he already left and keys are on  the table ( left the  door opened )because the apartment has a bedbugs infestation (?) the only prove he sent to Airbnb was ine pic of a insect in a clean bed ( probably came from the garden once he left open window ) 

Sat , Airbnb asked me for proves of bugs free and I had it sent this  Monday ( no workers week ends during pandemia ) - I also just received  a review from the guest that left the  day before this guest  checkin,  ( he was there for 10 days )saying how clean and nice is the apartment and he will be back . 
Sunday night I received a lost and e mail from Airbnb that they would block my listing if I “ repeat it “? And since then I write abs have no answer and I call and they don’t register my complains 

I am talking about more  then 1000 usd . 
Any host can help me ? I need to know how to deal with this experience ? 
please ???

[John4704]

The Resolutions Center and 'AirCover' is a farce-- a fake 'host insurance' set-up--it DOES NOT protect the Hosts.  [I am a lawyer and Super Host for 5 yrs.]      A recent Airbnb 4.5 guest (4 guests booked.... and 14 rowdy guests in attendance!)  trashed our home with an  all-night party, disturbing our neighbors with loud music & alcohol & cars , and causing $850 damages plus extra cleaning.    I called Airbnb the first 'morning after' and wanted to Cancel--but Airbnb Rep "advised against canceling".    I was offered repeated assurances by Airbnb Support that I ''would be protected & reimbursed by filing a claim with Airbnb Resolutions Center"--no worries.   I didn't cancel out & I did file a claim--just as Airbnb requested.   I filed & sent photos and a receipts from our Host/Manager for various damages.  All of this took multiple messages, phone calls,  and  every Rep. gave re-assurances that Airbnb would take care of everything.   A month later I receive a response the CLAIM is DENIED.   What a joke...and disappointment!   If you think you are 'protected by Airbnb' with compensation for damages, THINK AGAIN..   Their Reps are trained to offer plenty of apologies ("I am so sorry you had this experience...)  but forget ANY reimbursement /compensation from Airbnb.   I thought Airbnb had our back--but now I know...  I am going to quit Airbnb.   Hosts are flying naked without any backup.     PS:  I sent a  "Request for Money" to the guest for 10 'extra guests' illegally staying, and the Guest messaged back (while at the party) that an Airbnb Rep told him he might  "pay charges only if he wanted to".  Guest declined of course (and Airbnb still gives him a 4.5 rating).  Hosts gets $.00.

[Seun52]

Hello @Sarah977 ,

Thanks for this...much appreciated. 

Regards

[Timo488]

I can't claim my situation is worse than this, but I can relate. A guest stayed 16 nights (out of a 29 night stay) and checked out early complaining about loud noises from the radiator. I cut my own family affairs short to address the issue. I arrived home and there was no noise. It was made up. Yet the guest was still allowed to write a false review. I begged Airbnb–I have video proof that the guest has been lying to us! They did not want to hear it at all and instead chose to side with the swindler. They couldn't care less which must be the motto of their resolution center. I used to be such a believer in Airbnb. It makes no business sense to me to disregard your superhosts in favor of **bleep**ty guests. If Brian Chesky is reading this, please–return to the core values you espoused when you started this business. Money corrupts. 

[Sherri14]

I have had 2 issues with the Resolution Center, one was never responded to and I am waiting now for someone from the Case side to get with me. 

First one was a drug issue in my house, now is the guest had double the number of guests. I have spoke with several first step and second step people and have gotten no where. Still waiting on the Case person. Both issues I have had to call law enforcement, thank our Lord and Savior, that we have a force that protects the citizens and they have taken care of the issues.

My point is this--When it's good it's good, When it horrible you are on your own. Airbnb does not back the Hosts, I do know when I have an issue they are more concerned about the guests than they are my issue.

Airbnb does not care about their Hosts, they care about the money we are bringing in to them through our properties.

If anyone from the decision making side of Airbnb actually reads these community issues I urge you to reach out to Hosts and make some changes.

[Kamla0]

I have about 50 resolution requests from people who have never stayed?? What is going on please anybody know?

[Cherie71]

It is one of those 'WHY?" questions - I have a Strict Cancelation Policy. 

Why is it when a guest cancels their reservation but then files a claim in the Resolution Center does it take any time at all for Airbnb to 'resolve' the claim by simply stating the Host's Strict Cancelation Policy applies?

There are no extenuating circumstances. The guest says - 'oh I didn't see that rule; she has time to rerent - those are not legitimate reasons to cancel free of penalties according to the Host's cancelation policy.'

An aside - Does anyone else feel it is wrong for Airbnb to hold onto the cancelation fee (50% of the rental) until after the guest was supposed to have checked in?  

Thanks for any info!

[Mike-And-Jane0]

@Cherie71 no I don't think it is wrong for Airbnb to hang onto the money until the check in. What I do think is wrong is that a host can get re-booked and end up with 150% of the rental amount.

[Gareth162]

Without going into details, as a super host, I've had same experience with resolution centre - a complete and utter waste of space. After reporting damage we end up with a warning ourselves and told that the massive stain to a bran new carpet was ware and tear. Ludicrous, insulting, couldn't be more disappointed in Airbnb.

[Sherri14]

I don't know the laws in your Country. After many issues and little help from the "Resolution" Center I have added a clause in my handbook that states, "If you book this property you are acknowledging that as the owner I may enter the house at any time". Our local law enforcement is the best and have escorted guests from my home for breaking the "contract". They can stick their super host thing right out the backdoor. I would suggest that if you have long stays that you make an inspection clause for an every week inspection. Typically the only potential guest that will have an issue are the ones that will become your issue. 

At this point I don't believe that you are going to get anywhere with Airbnb. I have been with Airbnb for 5 years now and I can tell you each year gets worse, they care less and do less.

[Helen744]

@Sherri14 considering Airbnb is generally a short term space not a long term one ,hosts need to assume more personal responsibility . This is generally achieved by doing a once a week 'linen change and clean " either charged for , except for first one or courtesy . This is the way to be aware of and maintain your property without upsetting guests , schedule , lawn mowing etcetera at the same time. This must be agreed with the guest before the stay begins and a day and time agreed , and preferably this is attended by either host or co host as it is sensitive and relies on 'a trust contract 'with your guest' They buy 'quiet enjoyment ' of your property and must be allowed this ,plus warning ,plus privacy . Unless a 'dangerous situation arises then really you cannot enter at all and guests have a right to cancel and receive a refund if you do . H