As a Muti-business owner, I strive on offering the utmost best customer service, even when the issue being addressed is NOT an issue with our properties. Many times, things beyond a guests control happens - for example, a flight delay that then leads to missing a connecting flight.
When this occurs, we strive to assist our guests - as an example, if they are delayed overnight and will not be checking in on the day originally booked, we will gladly waive the missed night. Airbnb, however, fails to support their hosts buy continuing to charge the host for the original booking. When asking about a credit or refund of that one-night fee (in this example) that flat out deny it.
As a superhost, we are expected to meet a higher standard - however, that street is only one-way. If a super host need to support their guests, airbnb basically says "kick rocks". The superhost can refund the missed night (in this case $230) but do not expect airbnb to adjust their collection of their fees billed to the super host.
I would not normally refund a guest, but they let me know that this issue occurred before checking in, and was verifiable. In this case the fee would be around $34... that $34 is how much value a super host actually has with airbnb. That $35 is how much it must cost to acquire an outstanding host - that $35 is how much airbnb feels is worth losing a host to another platform.
Some may find this petty - but customer service is 1000% the only thing that keeps a hospitality business alive! And if the hosting platform does not meet that same dedication to their superhosts, then it's time to move on to one that does. Especially at the time we are bringing another licensed property to market.
