Does Airbnb support really care about us Super host/Guests

[Bernadette466]

Hey everyone, I've had a really frustrating experience with Airbnb and could use some advice. I booked a place and tried to add an extra night, and it seems the host had a promotion running before adding the 6th night and the rates had decreased since time of booking, giving me a $199 credit for the extra night. I submitted the request to alter the reservation and they there was no changes after a little over 24 hours I decided to call them. The host I spoke with wouldn't honor it, claiming a system glitch and demanding $1700 instead for the extra night stating they don't offer nights for free! The host was also incredibly rude and hostile, making me feel unsafe so I called Airbnb immediately. The first representative I spoke with offered the free night, but I asked to cancel he stated that they would call me back but when another representative called me back later, they changed the offer to only cover up to $650 for the additional night which was a breach of Airbnb side. Plus, I had previously asked the host as well to change homes because the listing said it slept 16+ but only had bedding for 14. To make matters worse, they've now offered an air mattress for the extra guests, which doesn't work for us due to disabilities. Because of the host's behavior and the misleading information, I asked to cancel, but Airbnb refused, down playing my interaction with the host saying it was based on my emotions and perceptions and since there is no recording they will not honor it. They're also downplaying my fears of retaliation from the host saying it's my perception. Airbnb support has been dismissive and downplayed my safety concerns. I've asked to speak to a supervisor, multiple times but no luck so far 2 days later. Has anyone else dealt with something like this? Any tips on getting Airbnb to actually listen and resolve this?

[Joan2709]

@Bernadette466 

The Host technically is responsible for keeping the calendar properly priced. Their promotion was possibly designed for a new reservation for a certain number of nights - not for an existing reservation to extend by one night and with you ending up with a free addl night.

That said, they didn't accept your request to extend the stay by one night, as it obviously would have ended up with you receiving a free night stay. It would have been different if they had accepted the alteration and then asked you to send addl funds since they made a mistake. They didn't do that. It is not a "breach" that they didn't accept your original reservation alteration; they are allowed to do that.

Hosts are permitted to accept, decline, or not respond within 24hrs and the request will expire. That said, many Hosts would respond alteration request (not just let it expire) and explain the situation and offer another price (I probably would have allowed my weekly discount to apply or in someway offered a discount - but not a free night).

Changing Your Reservation

https://www.airbnb.com/help/article/913

Listing Accuracy

The other issues regarding sleeping arrangments is possibly a listing accuracy issue which you could continue to pursue with Airbnb and the Host. That said, as long as the listing explained the sleeping arrangements (Sleeps 16 with beds and air mattress/sofa pullouts, etc.) then it is up to the guest to thoroughly read through the listing to determine if the sleeping arrangements would be adequate for members of their group. Sometimes Hosts will say "Sleeps 12 adults and 4 children comfortably" or something to that effect. If the Host did not list the sleeping arrangements accurately, that is possible grounds for Airbnb to authorize a partial refund. 

[Bernadette466]

Thank you for the information and the reply yes you're right  with a valid reason they're able to decline our request. Examples include but are not limited uble to accommodate   being booked, unavailable and so forth, in my case they're just declining the request due to saying the system failed the correct pricing.  Here is some context for you.  Currently  my reservation is from Sunday through Friday and I am asking to stay Friday night and leave Saturday morning and they are booked Sunday once more they do they have the option to book on Sat. Per  the host and their page they do run promotions if you book for 6 straight nights or more.

When a guest modifies  their existing 5-night reservation to include the 6th night, the Airbnb system runs a new calculation on the entire stay (all 6 nights) as a whole.

1. Discount Activation:Because your total stay reaches the host's 6-night promotional threshold, the long-stay discount will be applied to the price of all six nights, not just the last one.

2. New Total Calculation: The system calculates the full cost of the new 6-night stay with the newly applied discount.

3. Credit/Debit: The total cost of your original 5-night payment (which did not include the discount) is subtracted from the new, discounted 6-night total.

 If the new, discounted 6-night total is less than the original 5-night payment (which is unlikely, but possible if the discount is very deep), you would receive a refund/credit. Most likely, the new discounted 6-night total will be more than your original payment, and you will be charged the remaining difference. 

[Joan2709]

@Bernadette466 

Actually, the reasons you mention refer to declining a request to book; not a reservation alteration. Also, Airbnb say's these are common reasons to decline a request to book, not that the Host MUST have one of those reasons to decline. Hosts don't  need a reason, they can just decline. Same holds true for a guest reservation alteration. Most Hosts do provide a reason, but they don't have to. 

In any case, it is up to the Host to decide whether to accept a booking (if using Request to Book - or booking doesn't meet Instant Book Optional Settings), or to accept a guest reservation alteration. 

If the Host doesn't understand how discounts would apply to an entire reservation when it is altered, that is one thing. It is still up to them to decide if they want to accept your alteration request or not. They really don't have to give a reason in accordance with Airbnb policies. 

Declining a Request to Book

https://www.airbnb.com/help/article/3592

[Joan2709]

@Bernadette466 

i see that you are also a Host and I'm sure are very aware of how reservation alterations work and a Host is not obligated to accept a guest's reservation alteration request.

Apologies.