Guest lied about Odor

[David3836]

Hello. 

We had a guest check-in last week. She had made 2 separate reservations. First one for a week and second one for 5 days. 

The Guests asked me if they can check-in early at 8 am. I agreed. 

The check-in early Sunday morning at 8 am.  They stayed the night. I woked up to a message from Airbnb Monday morning stating the reservation was canceled and a full refund has been issued. I had no clue why.. so I call Airbnb a million times finally someone tells that the guests said the house smells like canabis!! Dang lie. 

So they lied to get a refund. Airbnb is saying that they got a refund and they don't need to show proof because how do you proof there's odor.. guests NEVER said anything to me. Airbnb never called me before the reservation wa canceled. NOTHING 

So how am I protected here? How I do make aure this dosen't happen? What do I need to do? 

[Mike-And-Jane0]

@David3836 I suggest you go back to Airbnb and say the guest and Airbnb didn't follow the correct procedure so you would like your payment back please. It has apparently worked in other circumstances.

[Gwen386]

@David3836 Yes, absolutely go back to airbnb. The guest is suppose to notify you first, giving you an opportunity to correct any problems. 

[Huma0]

@David3836 

Yes, I think @Mike-And-Jane0 is correct, but you need to quote their own policy back to them, word for word, sometimes repeatedly. That's the part they can't (or shouldn't be able to) argue with. I'm not promising it will work, but that's what I've found most effective with CS staff who don't know/follow Airbnb's own policies.

[David3836]

I called. Then send a copy of the policy. And no one did nothing. I'm done with Airbnb. I can't keep renting for free. 

[Huma0]

@David3836 

The problem is that the policy is deliberately worded so that, while it says in an idea scenario, the host will be contacted and given a chance to tell their side of the story/offer proof that contradicts the guest's claim, there is no obligation on Airbnb's part to do this. They can go ahead and make a decision without doing so. I feel like they just include the bit about contacting the host first to cover themselves, but don't actually bind themselves to HAVING to do this before issuing a refund.

[Anna12182]

I just had the exact same thing happen to me. I lost my payout. Can someone post the exact wording of the policy? I sent multiple pieces of info, including pics. I asked Airbnb to review messages with the guest (Steffan Wa is his name) to show them that he asked to cancel BEFORE going to the listing, then made up a story when I would not waive my cancellation fee. I am reeling that they rule in his favor!

[Helen3]

Have a look on the Airbnb Help website @Anna12182  it has all their policies and FAQs around running your listing on Airbnb.