I want to share my experience with a recent guest during a stay I had. Just want to make sure other hosts are aware of the scams this guest pulled on me and how AirBnB gave him a reward for 50% of a 6 day trip during Christmas. When the reservation started everything was fine. In fact the guest was so happy he was asking about getting a deal to stay for 1 or 2 months. I had attended to see him in person and inspected everything in the house was in perfect order and clean. I let the guest know I was leaving for vacation on December 26 but was available by cell phone.
On December 26 (last day) the guest called me to tell me the furnace was broken. I did my absolute best to resolve the situation but December 26 is Boxing Day Holiday in Canada and was unable to get a furnace technician after making 4 phone calls. I called him to apologize and offered him temporary heaters. Surprisingly the guest refused the temporary heaters at the same time insisting he stay to the very end of the trip which is suspicious as he claimed the furnace was not working and it was too cold. I offered him a refund for the last night for the heater not working; even though he was present after his checkout time and I have a 5 day cancellation policy. The guest refused my refund for the night and said he is staying to the end. He then threatened me for 1/2 the money back for his trip or said he would cause trouble for me.
The guests checkout time and reservation was the morning of December 27 at 11am. AirBnB contacted me around 5pm on December 27 to tell me I had 2 hours to immediately resolve the furnace issue. I was surprised because the reservation had expired and guest checked out. Airbnb didn't even check that his reservation was expired and gave him a $400 refund which was 50% of the entire cost of his trip for one day of inconvenience without even asking for my side of the story or evidence!
Airbnb rules say that if the guests refuse the temporary accommodations and or refund and fail to vacate the property they are NOT eligible for a refund.
https://www.airbnb.ca/help/article/544/what-is-airbnbs-guest-refund-policy-for-stays
https://www.airbnb.ca/terms/guest_refund_policy
The guest also made false ridiculous claims that there was condoms on the floor, the stove wasn't working and the laundry machines were broken. This experienced Airbnb scammer simply threw a condom on the floor, pulled 2 burners out of the stove connection and then unplugged the laundry machines and took photos of them not working. I provided evidence that I cleaned the place myself and also attended and inspected during his stay that all these items were working. The guest claims he found the condom in the middle of the floor !!! Yet he didn't report this until the 6th day. I had mopped and clean the floor it would have been impossible to miss. The cleaning staff used the laundry machines after he stayed and sent me photos and videos.
Airbnb also says guests have 24 hours of check in to report any issues for consideration in a refund which they did not do.
To make matters worse the guest deliberately damged and broke a new 1 year old furnace leaving me with an $800 bill. I had evidence that the guest purposely opened the windows and closed floor vents (neighbors told me windows open when guest not home). His attempt to play games to cool the house and take photos of the thermostat showing a cold temperature burnt the furnace motor out. I had a licenced furnace technician mention this on his bill. I have a WiFi connection to the thermostat showing the furnace was running all day and working. The guest had closed the vents and left the windows open. This kept the Air Cold and didn't allow the furnace to get rid of the hot air burning the motor out.
To this date Airbnb refuses to discuss the matter with me. They refuse to give explanations or show me any of his supporting evidence.
I have lost $400 off my payout and Airbnb refuses to reimburse me for an $800 furnace repair despite evidence from a furnace technican that he deliberately broken.
HOST BE WARE - GUESTS CAN CREATE FALSE EVIDENCE TAKE A FEW PHOTOGRAPHS AND WAIT UNTIL THE LAST DAY OF THEIR STAY AND AIRBNB WILL GIVE THEM BACK 50% OF THE ENTIRE TRIP!
