Airbnb refunding guest

[Matthew1526]

Hello, I wondered if anyone could give me some advice, if they’ve experienced a similar issue:

a guest checked in to a property and left after 5 minutes, sending photos to Airbnb of some flaking paint, a ring mark on a table, small stain on a window ledge etc. stating cleanliness issues and demanding a full refund. The guest made no efforts to contact me about anything, just went straight to Airbnb. 

airbnb initially wrote to me saying that they agreed the guests photos were not ‘valid’, cancelled the reservation and sent me my full payout.

24 hours later Airbnb backtracked, because the guest was now claiming there was mould in the property (there is not) and that they have asthma. 

airnnb are now giving this guest a full refund (1.5k gbp!) and haven’t even called me to discuss this. They wrote to me in the message centre to inform me of this and closed out the thread without even offering me the opportunity to reply.

i have sent numerous messages requesting a call back from a supervisor.

I’ve called and had to go through the whole situation on the phone with someone who kept repeating robotic jargon, insisting that the guest was covered by AirCover. 

Is this what AirCover is now? A guest can arrive, give any reason (which Airbnb described just now on the phone as ‘minor’) that they don’t want to stay, leave the property and get all their money back?!

does anyone know what protection we have as hosts here? It’s starting to feel like we are very much unprotected against scammers or people who simply change their minds / needs for accommodation.

sorry for the long message and thank you in advance for any advice on how l can handle this. I don’t feel it’s right to just let this one go - it’s a lot of money and I think Airbnb are seriously in the wrong here for how they’ve dealt with this case!

[Frances3408]

@Matthew1526. Matthew, for that amount of money I would pay a mould guy to come and certify there is no mould (assuming you are sure its clear). Then I'd put a counter claim to Airbnb for this cost to be refunded as well as the cancelled booking amount. Otherwise next step is unfortunately legal action.

Keep opening up the matter until it gets escalated. If you dont give up, Airbnb will eventually be forced to act, but in the meantime you will at least be able to prove your place can take guests.  Make notes of everything that is said.

Good luck.

[Matthew1526]

Thank you, @Frances3408, for your advice.
The issue I’m currently facing is that Airbnb won’t accept any current proof of no mould, they want time stamped proof (photos) from the day the guest checked in. I didn’t realise we now had to take photos of the entire property and everything in it before a guest checks in, in case they happen to be dishonest! 🙄

The guest has sent a photo of an area that has flaking paint with a dark shadow in the corner, which he / they are claiming is the mould (it’s actually behind a wall, he’d have to have really gone looking for it!) 

I have had the case re-opened 3 times now and am waiting a call back from a supervisor, supposedly in 30 minutes. I will take your advice and propose to them that I can provide a report and that I will do this and take legal action if they don’t accept to pay out for the reservation. 

Thanks again! 

[Emilie]

Hi @Matthew1526, 

I'm sorry to hear about your recent experience with this guest and the support you received. As it's been a few days since you last posted, I was wanted to check in and see how you were getting on. Has there been any progress with your case?

I look forward to hearing from you! 🙂

Thanks,

Emilie