Lack of Airbnb Host Support

[Phil-and-Lacy0]

We will not make this long.

We have been using Airbnb for 10 years.  We have amazing reviews as guests. Last year we decided to share our vacation homes, and host as well.

We had a guest stay in our home and she exceeded the guest limit by 3 people.  This was documented throughout her stay on our outdoor ring camera. We also have it documented on Airbnb message when she admits to having lied about it, and that there were in fact extra guests.  In addition to this we require that all guests on a reservation be registered per our vacation home association requirements. They did not do this step.  As you know we can not cancel without being penalized and if we delay check in we are also penalized.

In the end when the guest declined to pay additional charges for her extra guests Airbnb sided with the guest. Despite our proof we were not supported.  

This was a new to airbnb guest. The guest went on to give us 1 star, grossly lying about our listing, and exposing us to many messages from Airbnb to review issues before our listing is cancelled.

WOW! I guess our reputation didn't matter, or the fact that we reported the problem directly to Airbnb when it started didn't matter, or that we have evidence didn't matter, or that our home and OUR investment was put at risk didn't matter.

We feel like fools. We feel abused. We feel like we have been taken advantage of. We feel disgusted, frustrated, and violated.  Especially, since it is not the first time we have had a similar experience.  

Airbnb says the right things to make you believe you will be supported, but at this time our experience is that ACTIONS are louder than words.

Thank you Airbnb, for this experience. 

[Helen744]

@Phil-and-Lacy0 It is important that you do not 'review in anger' There are a couple of choices for you now .The one I would take would be to ask for the review to be removed. This way both remarks are taken down and the stars are removed. Both these reviews seem to be clearly retalitory including yours.At the same time ask Airbnb to remove the guests review as being ratalitory . Its part of being a host to deal with 'extra guests ' in a diplomatic way and preferably 'hands off' by sending a 'variation ' valid at the original time of booking. If the extra guest fee was there when they originally booked then ask Airbnb to check the amount and then move on as best you can ... It happens . Good Luck H

[Phil-and-Lacy0]

Thanks

[Phil-and-Lacy0]

Thanks @Helen744 

Our review was absolutely not retaliatory. I’m afraid you may be confused.

We did write a response to their review which had an angry tone. This has  reason after the guest disrespected us, our home, and this community, and wrote an inflammatory, untruthful, hurtful review. Yeah. We were pretty mad. 

We have cited the retaliatory review guidelines, and the review was denied being taken down. As a matter of fact one of the ticketed requests was closed without a representative even contacting us. This has only deepened our negative experience. 

Thanks for your feedback. 

[Helen744]

@Phil-and-Lacy0 the repsonse is shown to the public and is also part of the review. There is a private part of the review but that is not it. The unfortunate thing is people always thru human nature see both responses as a conversation,o as most hosts do 'grit your teeth' and do your best not to let your anger show. Better to leave it for a while or have the co host do it than respond in anger. Same here.. H

[Phil-and-Lacy0]

@Helen744 

Thanks again for that feedback. 

[Mar125]

What proofs did you have?

[Phil-and-Lacy0]

Hi @Mar125 .

We have the guest admitting she had extra people on Airbnb messaging, and we have ring camera entry way footage throughout the stay. 

[Mar125]

@Phil-and-Lacy0 

try another airbnb support specialist and ask her to go through proof with you. 

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[Phil-and-Lacy0]

Thanks @Mar125 

The ticket was closed though. They made an “final” decision and Closed the ticket. They would not even review the proof. Just awful.

We did provide feedback to Airbnb, and posted onto this forum. 

Really frustrated.

😞 

[Mar125]

@Phil-and-Lacy0 

you can reopen the ticket…..lol

[Phil-and-Lacy0]

@Mar125 

OOOH! Thank you so much, Mark125. We are going to try that! 

[Jenny]

Hi @Phil-and-Lacy0 

How did you get on with re-opening the ticket?

Please let us know the outcome.

Jenny

[Phil-and-Lacy0 · Accepted solution]

Hi @Jenny @Mar125 

Hope all is well with you. 

We wanted to follow up with you that after trying multiple times we were able to at LEAST have the negative review removed for not following guidelines. 

This helps TREMENDOUSLY! 

thanks for supporting us through this frustrating time. 

🙂

[Ursula117]

We’ve been super hosts for 12 years and have noticed that there is currently a significant problem with Airbnb’s customer service.  When we have an issue that we need help with, we have come to expect getting inconsistent answers from the different ambassadors, slow service (they are clearly overseas so for each message we have to wait overnight to get a response and if the response is unhelpful then we are waiting another day to continue the conversation). It is not, unfortunately, the exception so we have come to expect is that we are not going to get competent support.  We’ve filled out a lot of “1”s on the customer service support survey.  Hopefully it improves.