Airbnb not having host's back

[Paul-and-Donna1]

I have been a Super Host for over 10 years and rarely ever had any issues with guests nor Airbnb. I'm fully aware that I was lucky. 

However that has changed today and I'm sad to report that Airbnb's policies are against any common sense and not host friendly.

I had a guest that booked a 2 nights stay with us back in October. They were supposed to arrive today with 4 pm check-in and we have sent them complete 'pre-trip' instructions yesterday including an important note on local burn ban. The guests never responded and the 'read' confirmation was not on the communication. As the burn ban is in effect across several counties in our area (PA), state wide NJ (where the guest was coming from), and state wide in NY (and possibly other North East states/counties), we wanted to ensure that the guest is aware and that he has seen our message. We have decided to text him earlier today to confirm that he has seen our messages. The guest confirmed that he has seen it, thanked us, and specifically responded that "he was not planning on using our fire pit anyway, so it's not a big deal". An hour later (and 2 hours before his official check-in) he has sent us a message on the platform stating that he is disappointed and considering canceling the reservation due to not being able to use the fire pit and that it was a major factor when selecting our property. This came to us quite as a shock as hours earlier he has claimed not to plan on using it anyway. Our listing is Top1 %, Guest Favorite with 101 5 stars reviews and loaded with amenities and activities  - 55+ amenities/activities with many unique/one of a kind amenities/activities including a Wild West City on premises (Bar, Saloon, Jail, Bank, Shooting Range, Gold Mine, Mining Sluice, Lassoing, cowboy bar with saddle seats, 6 holes golf, mini golf, outdoor movie theater, hot tub, sauna, pool, cornholes, horseshoe pit, huge deck with gas BBQ, billiard, ping pong, foosball, air hockey, laser tag, karaoke, acoustic guitar, tons of games and sport equipment, smart TV in every room and much more. These are just few to name. AND the guests messages us that he booked the house for the fire pit ??? AFTER saying that he was not planning on using it ...

First he claims to be considering to cancel, then he asks if he could stay 1 night and get refunded for the 2nd night. We have a moderate cancelation policy (5 days prior trip full refund) and he's asking 2 hours before check-in to cancel with full refund.

I have contacted Airbnb - mind you I have NEVER canceled a reservation, ever in all the years - explained the situation, that our local municipality has issued a burn ban which is something completely out of our control and that the guest is now (2 hours prior check-in) asking for cancelation with full refund. AND what did Airbnb respond? "you advertise a fire pit and the guest can't use it" If they cancel, they will get full refund!  I'm completely shocked and utterly disappointed. What are my options? Allow them to cancel with full refund 2 hours before check-in OR allow them to burn fire and break the law! The penalty is starting at $1000 AND as a short term rental property, we are also risking losing our license! To make the matter worse, Airbnb stated that IF we don't cancel OR allow the guest to cancel with full refund, they will be able to review us (and of course it would not be a 5 stars review as it would 100% be retaliatory). I have attempted to reason with them explaining that there is nothing wrong with the advertised fire pit - it's not like we're advertising a hot tub or sauna that is not functional OR claim to have a billiard but no cues, or ping pong and no paddles and balls, or TVs that do not work or similar situation. The fire pit is there exactly as depicted in the photos (we even provide fire wood!) BUT the local government agencies have placed a burn ban in place! How is that our negligence or fault? How can Airbnb not have our back? What is my cancelation policy for then? 

For those that are wondering, what we ended up doing - as the message from the guest sounded more like a 'scam' due to the choice of his words (considering, thinking of cancelation with full refund - as if not decided but IF we issue partial refund they would stay - very manipulative) we have agreed to cancel the reservation with no penalty to us and full refund to the guest but we're extremely upset and this experience will absolutely alter how we continue our business! It's interesting that Airbnb could not 'accept' the official, government issued burn ban and back us up BUT they were able to accept it for penalty free cancelation on our end as 'it was out of our control'.

Simply crazy! 

[Shelley159]

Good call @Paul-and-Donna1 , I think you made the best of the situation here. But how will you "alter how we continue our business" if you're not doing anything wrong?

[Paul-and-Donna1]

Hi Shelley, 

I don't see it that way. I don't think my "outcome" was the best. On the contrary.

As I have mentioned, I have been hosting for over 10 years. I have 2 accounts and 4 properties. I have dealt with all kind of people and many situations, some valid some not.

We were always able to respectfully, professionally, and amicably approach and resolve any situation AND always keep our Super Host status. To be honest we've never had any major issue - lots of guests that did not follow check-out instructions, occasionally broken or 'missing' items, minor damages, unauthorized occupancy and similar issues.

Through the years we have hosted guests through snow  blizzards and heavy rains and lost a power or internet as all the cables/wires/connections are above ground in the Poconos and unfortunately ice, high winds, falling trees et will cause issues.

BUT we never had guests complaining! On the contrary, to this day, I recall guests playing hide and seek in the house when they lost power and it was pitch black. They made the best of it, claiming to have the best time of their lives! Most such issues are temporary few hours at most and most our guests are decent and understanding people.

Things will happen - even appliances break (they don't make them the way they used to).

In the past, you would apologize and depending on what is not functioning deal with it.

Unfortunately now Airbnb is creating a new 'sort of guests' that will request full refund for any issue AND they will honor it regardless of what type of issue/situation it is, IF you had any control over this issue.

AND what really threw me off, is the written confirmation from Airbnb that they would provide 'FULL REFUND' due to 1 amenity not being available out of maybe 70!!!

As stated in the original post, we have such a wide range of amenities and activities on our premises, that the 'fire pit' is a miniscule part of the rental experience.

We are also located in the Poconos mountains and currently have about 40F (4C) in the evening and below zero in the night time. The firepit is rarely used this time (and/or winter time) of the year. It's considered more or less 'spring/summer/early fall amenity'.

If one item is not available/working out of many at most it should be pro-rated! Perhaps a partial refund BUT full refund??

And again, Airbnb will issue a full refund for amenity that's 'being advertised' but 'not available' REGARDLESS OF THE REASON!! 

This is where it's WRONG! Especially if the reason for the amenity not being able to be used is "out of our control".

If my local government (as townships are) issues a burn ban it is ABSOLUTELY OUT OF MY CONTROL, NOT MY PREFERENCE OR DO I HAVE ANY OPTIONS!!

From our PA.gov web site "Burn bans are a tool to protect life, property, and natural resources from wildfire. Ninety-nine percent of the wildfires in Pennsylvania are a direct result of people's actions, and place emergency responders directly in harms' way. They also tie up emergency responders and apparatus that serve the community in the event of traffic accidents, house fires, and other emergencies".

Burn ban is a serious albeit temporary law set in place to prevent all of the above!

My issue is with lack of common sense anymore.

This would NEVER happened in the past.

Should I be worried about guests requesting full refunds for not being able to use the fire pit due to rain? Just as with the 'burn ban', we have no control over the weather.

Should I add to my listing that no refunds will be issued if it rains?

That's crazy! I guess it's the new norm when you must now list anything and everything to cover these crazy requests! Should I add not to place a pet inside my microwave? or similar nonsense!

Just sad.

As for your question, I have immediately added instant book on VRBO yesterday to hopefully attract more guests via VRBO.

I have decided to get my own website (already in progress - we're fast) AND I have created social media accounts (Instagram/TikTok) and will advertise my property on social media.

I am also considering adding these 'crazy rules/common sense information' to my already mile long listing to prevent others in the future making such a crazy claims.

Have a lovely weekend!! 

[Joan2709]

@Paul-and-Donna1 

You of course do what is best for you 😊.  I have no doubt you will continue to be successful! Thank you for posting here about your situation and it will definitely help other Hosts and give them a heads up on what is happening. 

Perhaps having the note about the fire pit not being available under fire bans in your Addl House Rules before this happened might have prevented Airbnb from giving the refund; who knows 🤔. I was only passing along what other Hosts I work with have done when dealing with fire pits and burn bans and how they have avoided this issue.

[Joan2709]

@Paul-and-Donna1 

Frustrating situation...sounds like this guest wanted an excuse to cancel (found another property he liked better and just wanted a free cancellation and refund so he could book something else?). I have worked with other Hosts who have fire pits that are wood-burning and are not allowed under fire bans (usually May-Sept in our area). You really only have three choices to avoid this happening again:

1. Get a propane fire pit (they are usually allowed under fire bans - no sparks)

2. Add to your addl house rules and all over the listing and welcome message that the fire pit may not be available if fire bans are in effect (be sure you have a time-stamped screen shot of that part of the listing)

3. Remove the fire pit altogether from the listing/amenities

[Paul-and-Donna1]

Good morning Joan,

thank you for your input and advise.

Yes, we are considering adding more information to our listing however we know that many guests don't read it as it is as it's already quite long. Due to the many amenities, activities, and features/description, it's already quite a novel.

I don't really want to add too many rules, make the description even longer, and I just feel like it's crazy to add "common sense" rules/notes as to some guests it might sound as overkill. 

While I'm not planning on removing the fire pit and I'm sure my husband will never agree installing a gas fire pit, I will most likely end up adding a line or two to my listing and welcome message.

Just frustrated how crazy this industry became.

Soon we'll have to add text addressing the weather.

You might not be able to use the firepit if it rains (completely out of my control just like the burn ban).

My issue is also with the "full refund" - our area is very saturated with Airbnbs and there are much smaller properties (we're over 3000 sq ft property on 4 acres) with just a fire pit!

If they wanted a fire pit and not any of the additional 70 amenities/activities/features, they should have booked different house. If one miniscule amenity is not available, the refund should be 'pro-rated' based on what else is being provided.

This rule that one out of many amenities not available warranties full refund is direct override of anyone's cancelation policy.

 But I agree with you. The guest must have last minute change of mind - literally - as 2 hours prior to his request to cancel, he texted me stating that he has read our pre-trip message, is looking forward to his stay, AND is OK with not being able to use the fire pit as they were not planning on using it anyway. (I have provided screenshots of his messages to Airbnb and uploaded on the platform - it did not help at all) 

I'm not as upset with the guest, as with Airbnb.

We have all seen the numerous updates through the years. Some are great, some not as much. And some of the new policies are downright (sadly) ridiculous. 

Also to put things into perspective. Just few days ago, we had a last minute cancelation from another guest due to 'scheduling conflicts' - not even such a serious issue - AND we've authorized full refund! We value our guests and look at the bigger picture and hope by being flexible and understanding, we can build trust and professional relationship and gain returning business. (and for the most part we do). So it's not about not being willing to allow a full refund. It's the principle behind the "full refund" reason and how Airbnb handles it. 

Thank you for finding the time to provide your valuable input!! 

Have a wonderful weekend!!