hi all - A guest left this morning, and my housekeeper repor...
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hi all - A guest left this morning, and my housekeeper reported that they had (1) broken one of the window screens, which was...
Latest reply
I am very sorry to all my past and upcoming guests. I am leaving Airbnb. I can longer trust my home with Airbnb. I can no long afford to keep my home rented to Airbnb guests.
In November I had a guest stay in my home. I have very specific instructions about the trash removal and recycle. It is posted on my listing, it is in every email I send, it is posted on signs in my home, and it is in the binder in my home. These guests mixed all the trash and recycle. This caused my property manager to spend a couple extra hours sorting through these guests garbage to get it bagged and the recycle sorted into the recycle bin so the trash company would take it all away.
We charge $125 for a cleaning fee. My property manager charged me an additional $200 for sorting and bagging the trash. My instructions say that if this is not done correctly the guest will be charged. I supplied Airbnb with the invoice from my property manager and pictures of the trash. It was so clear that the guests didn't follow the instructions and as a result I was charged an additional $200 for their stay.
Airbnb reviewed the case. They determined that my instructions are not their problem. In Airbnb's good faith they decided to give me a $75 in resolving this issue. Airbnb's stance is that this should fall under regular cleaning charges so they said that if the property manager charges me $200 and I charge the guest $125 I am only owed $75. Their math is wrong. $125 regular cleaning fee + $200 additional cleaning fee is $325 total.
I 100% agree that the guest should be charged the $200 additional fee since they caused the issue. Airbnb will never hold a guest accountable. This is the mistake and why I can't trust my home to Airbnb. My home is a second home. Like most we are not a business. We make no extra money on these Airbnb bookings. The booking help offset some of the costs of owning a second home. Every time a guest causes damage or additional service fee that comes right out of my pocket. This is money that I would have reinvested in the home for a better place for guests to stay.
We are the Airbnb face but how can we trust our homes to Airbnb if they won't support us. If this continues Airbnb will go the way of Sears sooner than Sears did. I am not listing my home on Airbnb until they change this policy of not supporting the hosts when guests cause damage or additional services. I urge more hosts to do the same. They will only make a change for us when there are enough hosts listing their homes some where else. If they don't have hosts, they don't have a product. Please join me in this movement if you care about your homes and the service you provide. I want all my guests to feel like the host cares about the home I am providing to them. I can't do that if I have to pay out of pocket.
I have print screened this post as I am sure Airbnb will take it down.
I would love to hear your opinions and your feedback. And if you choose to stay with Airbnb, please protect your homes.
@Jason843 "I am hitting Airbnb in the wallet by removing my home from their site."
It may seem that way to you, but it obviously doesn't to Airbnb. As I mentioned, Airbnb isn't hurting for hosts- as long as the number of listings exceeds the number of guests, and new hosts keep signing up, it's no skin off their nose if you leave the platform.
Of course I totally agree with you that Airbnb should be supportive to hosts and enforce guest payment for ignoring rules and causing damages. And that if guests are allowed to get away with things, it just sends the message that their behavior is acceptable.
But I also understand that Airbnb isn't going to deal with every little thing that might come up and that I am responsible for running my business in a way that works for me. I don't expect Airbnb to go to bat for me, although if it were a matter of my safety being threatened, or something else serious, I would be severely annoyed if they blew me off.
I just have a simple private room listing. I have zero hassles with guests for which I have ever solicited Airbnb intervention. I would never be inclined to list an entire home, as an off-site host, on Airbnb, because there are no assurances that they will ever come to my rescue.
But I certainly respect the fact that some hosts leave the platform to send a message that their company is not handling things well. I could easily do the same myself one day.
@Emilia42 @Sarah977 @Huma0 I also recycle but realize there are a lot of challenges and packaging is evolving and most of the clear plastic in grocery stores can't be recycled. China banned importing plastics in order to improve air quality so its no longer feasible for a lot of places to keep recycling. Ours now also gets sold and burned as fuel which is worse for environment.
I'm guessing property manager just ended up bagging it up. Its down in Florida so just got overwhelming for host to manage. Its a challenge to find ways to communicate but its worked for me in many situations that solves the issues.
The most complicated part of the recycling here is the plastic. Even in London, one city, the rules vary from borough to borough, and there are many boroughs here.
I try to explain it best I can to my guests, but I also can't get too annoyed about it because it's actually very confusing.
@Sarah977 sometimes extra charges can have the opposite effect. When my town dump started charging a really high fee to dump old mattresses, people started dumping them in the woods. Now there is a free dump weekend twice a year where people line up to toss their mattresses. The town next to me will only pick up trash in a special trash bag which must be purchased at the town office. This caused college students to hoard trash in their houses/apartments until they moved out the following semester. My town quickly realized they could not follow this approach and now “free” trash pick up is included in our taxes to encourage students to actually dispose of their trash.
@Emilia42 Yes, I'm familiar with that scenario, too. Where I used to live in Canada you would see mattresses and other garbage dumped off on the side of the road in the woods becausse people were too cheap to pay for their load at the dump.
Disgusted area residents would sometimes stop and look for personal identifying info among the garbage- mail with the address on it, etc. and report these people, who would then get fined.
That cut down on a lot of that practice, but yes, it's hard to come up with solutions when people refuse to cooperate with reasonable requests and regulations and think disposing of the garbage they create is something that should come free of charge and with no effort on their part to lessen the amount of trash they put into the landfill.
I believe that it's better to reuse the to recycle, meaning that, if someone else can make use out of it, don't throw it away, even if if you are throwing it in the recycling. Recycling uses resources. Charity shops (thrift stores) are also not always the solution. Here, they are inundated with unwanted items that they can't sell, so those just end up in landfill anyway.
It's completely illegal, and what is called 'fly tipping' here, but I often prefer to put stuff on the roadside. I only do this at weekends and when the weather is guaranteed to be dry (which is not often here in London), but generally everything gets claimed and taken away by someone. If it doesn't, well I happily take it back inside.
Over the course of a dry weekend, everything gets claimed by someone who might need it. The only exceptions are upholstered items, I guess because people are suspicious of what might be lurking in them. Those I have to pay the council to remove.
@Huma0 Yes, basically anything useful that one puts out by the side of the road here disappears within hours. (that's of course different from dumping off old mattresses and garbage in the woods).
Friends of mine who spent some time in Haiti, doing humanitarian aid, said if you saw a scrap of cardboard lying by the side of the road, when you walked back by 5 minutes later, it would be gone. The country was so poor and deforested and people had no fuel to cook with- even a scrap of cardboard had value.
My neighbor across the street was moving and had put a bunch of stuff out front for anyone to help themselves to. I went over and had a gander, picking up some of his then teenage daughter's toys from when she was a child (at that point she was living up in Canada with her mom, while dad was living in Mexico because he was working here), to stash away for when my grandkids came to visit.
Then I ran across an exquisite antique doll tea set in an antique box. I picked it up, took it up to him in the house and asked, "Andy, are you sure it's going to be okay with your daughter for you to give this away?" He got a shocked look, almost grabbed it out of my hands, and said, "OMG, thank you. This is a family heirloom- it was my wife's when she was a little girl. I would have been in the doghouse forever if this disappeared."
The 3 Rs of reducing garbage are Reduce, Reuse, and Recycle, in that order. So firstly, we should refrain from producing the garbage in the first place, avoiding over-packaged items, trying to buy as much in bulk as possible, and bringing our own containers back to be refilled if possible, as well as using cloth shopping bags.
Then as you say, reuse- you try to pass it on. There are usually places where people are grateful to receive donations- animal shelters readily accept stained towels, for instance, if your own rag bag is full enough.
@Sarah977 , the first R is refuse. Refuse to get crap in the first place, refuse excessive packaging etc.
I live in a very mixed income neighbourhood where some of the wealthier people think nothing of throwing perfectly useable items in the trash when they are updating or refurbing their spaces. There are a lot of people nearby who would happily take those items (sometimes myself included).
You are right that the first solution is to buy less. I don't prescribe to the Mari Kondo method of just chucking everything out and starting again. If someone has a tendency to hoard, that is not going to stop them buying new things and then they have (and continue to) produce excessive wasted.
Overpackaging is a huge problem where I live because it is central and the supermarkets are small and cater to the young, professional rather than larger families.
There are many things that you might think are useless. I like to upcycle vintage furniture, and the final stage of this is applying and buffing the finishing wax. You can buy expensive brushes to do this, but old, clean socks do the job just as well and actually make it easier.
I am lucky in that I have a charity donation bin near me that accepts textiles. This includes shoes and clothes for donations to charity shops, but you can also donate textiles that are not good enough for that which they might recycle into cleaning cloths etc.
I always try to 'home recycle' whatever I can. That might involve using Gucci and Prada shopping bags (a by-product from my work as a fashion editor) as liners for the cat litter trays. Oh, the glamour, and f only Gucci and Prada knew!
@Huma0 A friend of mine lived in Japan for a couple of years and said you could furnish an entire apartment with perfectly good, nice looking stuff by just walking around on garbage day.
Electronics particularly were in abundance. They were so inexpensive there that people tended to get rid of stuff and buy the latest model every year. You could pick up perfectly functioning, undamaged TVs, dvd players, stereos, etc.
I guess it's like mobile phones here and in many countries, although of course they are not inexpensive. Still, a lot of people want to always have the latest model.
I watched a documentary about obsolescence. A lot of it was about how manufacturers of electronic goods like printers produce them with 'built in obsolescence', e.g. to last two years and then guaranteed to break. There was also a section where they filmed the massive queue outside the Apple store, waiting to buy the latest iPhone.
When they asked people to explain what was better or different about the latest version versus the previous one, none of the customers could actually tell them. They just really wanted it.
@Huma0 That lining up on the street, even sleeping there overnight to get in the door first for the latest iphone, I find pitiful and hilarious. It's like some cult where everyone's been brainwashed.
No idea if you can view this in Mexico as it's BBC, but just in case:
https://www.bbc.co.uk/programmes/p020v6mb
Yes, it's definitely brain washing. Apple has done an amazing job at that. You have to give their marketing folks kudos.
@Emilia42 @Huma0 I have mentioned this to people, and been surprised that their response is that they never thought about that- just the name iphone is a subtle marketing ploy that plays into the self-absorbed attitude that seems so prevelant these days. Iphone, ipad, me, me, me. It's designed to implant an idea that your phone is something really personal and because you are so special, so is your phone.