Guest feedback: truth vs lies

[C151]

Hello everyone!

help!

I'm new to hosting.

A guest lied on their message to me as well as the reason for their cancellation in the middle of their stay. 
In addition they asked for a major refund even though Airbnb gave them a partial refund  for a change in charges ( we offered a weekly discount). 

also what do you do if the person that booked (for 1 guest) is not the person who shows up and they don't say anything or reply back until days later?

We figured they must be together because he (not she) had the door code. But the woman who actually booked wasn't there during the stay. 

[Bhumika]

Hey @C151 ,

Welcome to the Airbnb Community Center!

Reaching out to our experienced members @Sharon683 @Kitty-and-Creek0 @Robin4 @Mike-And-Jane0  if they could advice you on how to deal with guests in such situations.

[Kitty-and-Creek0]

@C151 

This is indeed distressing. It is against Airbnb policy - unless there is something that we don't know about yet. That would appear to be a 3rd party booking, which is against policy of the platform. It is also against the insurance and the terms of my own business permit which is really firm! Imho it is really important to know who is staying. 

[Sharon683]

There are guest out there  that take advantage of a new host because they know they are still fresh. 

I need to talk to you on a zoom meeting or over the  phone to give  you all the needed advice. Here are a few tips. 

1. Screen guest thoroughly with all inquires, trip request and instant bookings.  (I.e. request a clear photo for safety purposes ( no avatar characters)

2. Ask them, "Is there one or to guest under this reservation?"  If 2 guest  what is there other guest name and if possiblesend a picture? 

3. Let them know you charge an additional daily rate for the 2nd guest. (i.e. $20 or $30)

4. Ask for  ID before they enter your home.

5.  Never give the door key code to your guest until you have verified all inform and after they arrive.  Never ever before!

6.   IF you do NOT allow smoking,  put it in bold print in 2 to 3 sections within your Airbnb site.   Most guest do not read the house rules. So I still ask them during my screening " Do you smoke substances of any kind?" If the answer is yes, request they cancel the reservation ASAP and then return the money.  I'm very strict about smokers. (DO not EVER cancel a guest unless it is extreme circumstances.)

7. Install the Ring camera and a indoor camera. 

8.  Call Airbnb immediately if something is not right. Like ASAP! Keep everything on the Airbnb message thread for proof of the conversation. 

9. If a guest does not respond to your messages, call Airbnb and have them call the guest. 

Hope that helps

Good Luck!

Sharon

[C151]

I would love a Zoom!! Or IG/FB live please!!

I think other new hosts will too! 

[Rene2450]

I’m new too. My listing is destroyed by a guest who cancelled and outright lied  . Overnight my rating fell from 5 stars to 4. Cancellation policy is strict if she did but lied she won’t be refunded.

Day of check in she maligned me and cancelled. She told me  “will you refund it or I’ll dispute with Airbnb”  I replied she needs to get the refund from Airbnb. 

She lied about smelly smells, puke, mildew smell, rancid smell, fridge stray cats. Despite  Airbnb refunded her full thereafter she  harassed me with “ha ha” I had to block her so she left me a 1 star review 

She even  labelled my neighbor a bum homeless 

I informed Airbnb they did not help 

No consequences to guest whether lying to bypass strict cancellation policy nor false review 

[C151]

Omg!!! This is what happened to me!!! But thank God Airbnb went through our message thread and saw she never actually physically stayed at my listing. I saw they gave her 1/2 of her money back for each night her son didn't stay which I felt was unfair because she wasn't even the person who showed up. On top of they she harassed and threatened me all yesterday about getting her full refund but yet could contact me once with her false claims and lies about my listing!!