As a Superhost, I recently faced a troubling experience with Airbnb Assistance. A guest submitted a fake WhatsApp screenshot claiming our accommodation was not ready. Despite our clear communication on Airbnb Messenger, stating that we were fully prepared to host, Airbnb ruled against us. ๐ฃ
Here are the key points of our experience:
1. โ ๏ธ A Dishonest Guest Can Exploit the System: By submitting a fake external communication, our strict cancellation policy was overruled.
2. โ Airbnb Prioritized External Evidence: Instead of trusting its secure messaging system, Airbnb accepted unverified external screenshots.
3. ๐ซ No Resolution from Appeals: Despite providing daily timestamped video evidence disproving the guestโs claim, our appeal was dismissed.
4. ๐ค Being a Superhost for Over 10 Years Didnโt Help: Our long-standing track record and commitment to excellence had no impact on Airbnbโs decision.
I want to raise awareness about the risk of guests using fraudulent methods and Airbnbโs potential to side with them. Proceed with caution, and ensure you document everything thoroughly.
โFellow hosts, have you faced a similar situation? What solutions or strategies do you recommend to prevent this from happening again? How to escalate ?
Letโs support each other! ๐ฌ
