Hi all,
I recently had what I can only describe as a really disappointing interaction with AirBNB. I'm keen to see if other hosts have had a similar thing happen and how you dealt with it. There are no words to explain how disappointed I am with AirBNB right now.
I had a guest book my house. They arrived and within 40 mins had contacted AirBNB to report the premises for a lack of hygiene and demanded a full refund which AirBNB provided instantaneously, without any consultation with myself or without seeking to corroborate the claims. I couldn't believe it.
I have never had the cleanliness of the property challenged and I can't help but feel this a well-rehearsed tactic used by the guest when they find an alternative, perhaps cheaper option and it falls outside the cancellation policy.
The 'hygiene' issues reported to AirBNB were as followed:
- Condiments were provided which represent a hygiene risk (ie, coffee pods , sugar, salt, pepper, breakfast jam etc which forms part of a welcome pack).
- The fridge has an ice maker available for guest use, apparently they said this can harbour gems
- There was a single crumb they located on the bench in the corner which the cleaner missed but they took a photograph of that single crumb and sent it in
- A toilet brush was located in the bathroom along with cleaning products
- There were 3 cobwebs outside the house on the roof line, and
- It appears they forcibly entered the cleaners cupboard (which is secured by lock and key) and reported the cupboard had dirty cleaning cloths in there which needed to be cleaned (they would form part of the drycleaning when the guest left)
Based on these issues, AirBNB fully refunded the guest immediately.
I was then contacted by AirBNB and informed the guest had departed (within 60 mins of arriving), had arranged alternative accommodation and my listing had been 'suspended' until I addressed the 'issues' and provided written proof!
I was ordered to remove the condiments, disconnect the ice maker on the fridge, remove the toilet brush and re-engage the professional cleaners (for the single crumb and outside cobwebs). On completion and proof of the items being removed, they would remove the suspension and the house would be re-listed. I was lost for words. I was made to feel like an absolute criminal!
The cleaning company attended, laughed the whole time, in the knowledge they were being paid overtime rates to remove a handful of items.
AirBNB stated I am in breach of the cleaning policy by having the condiment and having a toilet brush in the bathroom. I asked for the policy and was told to search for it. I've tried searching and no where can I find it and where it says hosts cannot provide welcome hampers/condiments, ice making facilities and have a toilet brush available?
I have stayed at 4-5 star hotels were tea/coffee and ice have been provided for guest use and there's a toilet brush in the bathroom????!!
I am absolutely speechless to the say the least, and so appalled by AirBNB Support at the moment!
Has anyone has a similar instance?
The guest has only 1 review in a 6 year history and when I challenged this and their tactics with AirBNB as a convenient way of getting out of the booking, AirBNB could not have cared a less. Not only did I lost the revenue from the stay but then had to pay cleaners again.
So angry and disappointed.
