Cleaning Fee Refund Policy

[James3776]

Is anyone aware of this policy that AirBnB has told me about.  Apparently, if a guest arrives at the property and the change-over clean has not been completed (therefore, delaying check-in time by an hour or two) then the host has to provide 30% refund of one night PLUS refund the entire end-of-stay cleaning fee.   

Due to this "policy", I had my account deducted without my approval for $450!  AirBnB tell me it's "policy" but fail to provide me with where I can read this policy.  Since I pay a professional AirBnB change-over Cleaning company (linen and towels incl), I am out of pocket and the guest enjoyed their stayed in a clean property, and left it in a mess!!   This policy exposes all hosts to losses, especially for  1-2 nights stays.   And nothing a host can do about it!

If anyone knows where I can find this policy to refund 30% +  100% end of stay cleaning for a deferred check-in to complete change-over cleaning, please advise.  Most appreciated.

Otherwise, Hosts be aware.  AirBnB may be making up policies as they go in favour of the guest and at the hosts expense.  I am now rethinking if AirBnB is an organisation I want to partner with.

[Mike-And-Jane0]

@James3776 Contrary to its stated Ts&Cs which are supposed to give hosts a chance to correct any issues it appears that Airbnb Customer Support are authorised to refund guests 30% of the stay with no reference to the host just to please guests. You could try claiming this back from Airbnb in the small claims court.

[James3776]

Yes, I do intend to chase to the end. Small courts if need be.  It's not the money, but the principle.

Yesterday AirBnB advised me the policy to refund the entire end-of-clean fee is an "internal policy" and not documented to share!  I have questioned if the additional 30% refund is also an "internal policy" and why in my case both policies applied! No reply yet  Surely one the other.  No reply yet.  Coincidence that both internal policies add up the same amount the Guest requested on their dispute!  And guest provided no evidence to their claim (which is a documented policy!! Go figure).   These undocumented "internal policies" appear to be secret policies not shared with AirBnB customers (hosts) or the public.  Yet we have to comply with them. 

How can Hosts feel protected when AirBnB can make up new secret random policies and apply them, taking Host money and giving to someone else, without the host having any control. There is a law being broken here for certain and Hosts need to be aware.  I will use social media to spread this information (I have written facts from AirBnB so am not speculating).