Airbnb support people not telling the truth about the photos

[Anne12684]

I will be leaving Airbnb and going to another platform because I am so upset with the support people not treating my complaints seriously and lying to me.  I recently had an issue when I accepted a booking but the photo did not show the person's face. I asked the guest to post another photo where I could see his face but that was just as bad.  I live on my own (70 year old woman who is an amputee) so I want to know that I can trust who I am hosting.  I felt very uncomfortable with going ahead with the booking and cancelled it but Airbnb charged me $80 Aus!!!  When I questioned this, a support person told me that I could have looked at the photo before accepting the booking.  This is NOT true!!!

The week before I had a third party booking where I hesitantly accepted the person even though they did not match the photo of the person who booked.  The guest had a very large man  accompanying her ( he didn't stay) so I wasn't about to argue!!  This guest damaged my dishwasher, was rude and demanding.  When I questioned her and Airbnb about the third party booking, Airbnb allowed the guest to change the booking into her own name - FIVE DAYS after she was in my place.  It was a 28 day booking.  The guest wanted to leave but Airbnb made me alter the reservation - the guest was given no penalty for doing the wrong thing.  I was so upset by the whole thing, I couldn't bring myself to host for a couple of weeks.  When I finally did, the very next booking was a guest who wouldn't show his face!!!!

[Helen744 · Accepted solution]

@Anne12684 A couple of things going on here Anne. Firstly if it is a home share then you can request to host women only. Secondly always have a co host or backup person available or nearby in case you feel a little uncomfortable at any time. Also Anne do become familiar with all the cancellation rules and check the amount of time you do have to cancel for rule violations in the first 24 hours. Only I think if you use IB. Also make sure you ask for ID from your incoming guest ,explain that this is something you ask from all first time guests and is for their protection and theirs. Also always, via messaging check how many persons will be staying in the house ,and ask for id for all guests. Maybe in this case charge per guest. It is truly important that you communicate communicate and communicate, before and during the guests stay . Remind guests of check out times the evening before. this is always easier if you do not use Instant book which maybe you should turn off because it seems you are being overwhelmed . There is always a lot to learn , but use the rules to protect yourself ,before guests arrive , so that there are no surprises that frighten  you. You are as responsible to protect yourself and your property as any one else. good luck I am sure with a few tweaks and a few extra rules and a bit more pre conversation that you can be as successful as anyone else.Good luck... H

[Anne12684]

Hi Helen

Thank you for your reply.  Whilst you have some excellent suggestions with regard to cancellation for rule violations, Airbnb appear not to accept that rule violations have taken place.  In my case, AirbnB clearly state that third party bookings are a rule violation but then they allow a guest to alter the booking to their own name or add a guest photo. It is also not legal to ask a guest to supply any ID when they arrive at your property.  Even if you do this, police will not intervene since this is a civil matter.  You advise me to 'use the rules to protect myself' ... Unfortunately AirBnB have let me down.  I am glad that you have not had the experience that I have had with AirBnB.  They used to be very helpful but the change of many policies in the last two years have seen a distinct lack of caring and responsibility for ensuring that hosts are treated well.   

[Helen744]

@Anne12684 do not for a moment think that I have not had rather awful guests Anne becuase I have , But something which may be my nature or just the way it went is that I have never expected Airbnb customer service to do much at all as I consider them more like an off shore phone company , not much use if a group or individual is out of control in my home or something breaks down . In other words its my gig not theirs. My real super host has always been my co host , my youngest son who was always there to assist me if needed.I think some people underestimate the value of a co host and those who offer their services as co host are often reluctant to get in and do the necessary which is often random.One thing I do know about CS is it is up to you to state very clearly in messaging which rule violations have occurred if you want an accurate and genuine reply . Too many people are wishy washy and its unclear even to them which rule violation has occurred ..... H

[Helen744]

@Anne12684 It is not illegal to ask any guest for ID . If they choose not to show you then they can also choose not to stay with you.Airbnb already asked them for ID and you can choose in which way this id is presented to Airbnb , but it is the sharing of ID with a third party which is the issue.Airbnb cannot share Id with you just comply with your requirements and you can ask for Id and if given must not share it or use it in any way except to confirm id ... You can also simply ask for a current selfie in order to verify the persons face is the same as the pic of the customer when they turn up or before.I am sure that asking for ID has lost me customers  but so be it,. sometimes guests have to realise that the homeowner has not set up a three bedroom home full of valuable items in order to steal their ID and if they do not realise that then maybe they cant stay here.p.s . In all my time hosting I always had fives for communication ,always...do and say what you have to and do it early... H

[Fred13]

You been with Airbnb 6 years. The likelihood of this not-so-pleasant experience you just had is bound to happen, no matter what safeguards you put in place. Some bookings will not work out and IF they are short they are easy to weather and then is back to normal.

This stay was for 28 days yet you have a string of reviews left by happy guests that stayed only a few days. Well, that is why many host do not have long-term stays, in case  they get stuck with a guest that doesn't fit their style or offering. Long stays will require a whole greater degree of tolerance which many hosts may not posses.

The whole not-showing-a-photo scene came to be not so long ago and many hosts do not like it either and as a direct result many hosts today stay away from IB (instant booking) and then get to ask a lot of questions before hand which minimizes risk.

There is only so much a booking agency (take your pick) can do in today's world, but one thing for sure, they are all drawing from the same human race.

[Anne12684]

Hi Fred

I agree with your comments to a degree.

Please note that I do not do IB.  Guests need to request but  I still cannot see the photo until I have accepted the booking.   I don't understand why I was told otherwise by an AirBnB customer support person. 

We have many people / students who are studying and emigrating to Australia and are finding it difficult to find accommodation here at the moment so I thought a 28 day (or more) booking with a healthy discount  would assist these people.  But, you are correct, it isn't worth it. 

Anyway, I will now deactivate my property and go to another more trustworthy platform that looks after loyal hosts.

[Fred13]

I just mentioned IB by way of reasoning.

The best of luck and wish you a most pleasant hosting journey.

[Jenny]

Hi @Anne12684 

I'm really sorry to hear about this.

I've passed the details of this over to the relevant team, and asked if someone can review how your enquiries were handled, then get back to you directly.

In the meantime I hope the assistance from @Fred13 and @Helen744 has been useful - thank you both for stepping in.

Jenny

[Anne12684]

Hi Jenny

I have tried to speak with many people at AirBnB about my valid concerns but have been handed platitudes only. 

This company is a disgrace and should be ashamed of the way they treat hosts.  I have been a host for six years with 4.9+ ratings but my concerns have been dismissed and AirBnB have supported guests who have clearly violated the rules.  However, money rules, doesn't it? 

[Jenny]

Hi @Anne12684 

I'm sorry that this situation has left you feeling like this, and that you've been given incorrect information by the team you spoke to. 

On checking this article, I can see confirmation that a profile photo is never available until after booking.  I also wanted to note that this article states that in the event someone's profile photo doesn't include their face, or features something unhelpful, that you should be able to cancel their booking penalty free.

The Community Center isn't a formal branch of Airbnb Support, so the team I've passed your details to are best placed to look into the service you received (and the context in which you were given the information you've detailed about viewing a profile photo), and then come back to you for discussion and hopefully a resolution.

Thanks for taking the time to highlight the issue and hopefully you'll hear from the team soon.

Jenny

[Anne12684]

Hi Jenny

Thank you for your concern.

The team have been in touch with the usual platitudes but 'too bad, so sad' answer.  When I first started with Airbnb 6 years ago, I felt confident that they would support hosts but realise that this is no longer the case.  A few of my friends have had similar experiences with third party bookings with the police being called in one instance.  Support from Airbnb was non existent.  

Can someone explain why Airbnb no longer expect photos to actually show the person's face? 

[Jenny]

Hi @Anne12684 

I've double checked and I can't see any updates from the team, so I've contacted them again and given them your feedback, I'll wait for feedback from them and take things from there.

You can find more information about Airbnb's policy on guest profile photos here and here.

In my previous reply I noted that that this article states that in the event someone's profile photo doesn't include their face, or features something unhelpful, that you should be able to cancel their booking penalty free.

Jenny

[Anne12684]

By the way Jenny, Could you please tell me why I was lied to by AirBnB support staff?