Very disappointed with Airbnb

[Francine296]

I had a guest that booked my home for 4 days at NEW YEAR. He came to my home, did some messy, took pictures and sent to Airbnb to cancel his booking. I always take photos after I prepare each room, so my dissatisfaction with Airbnb is exactly why no one asked me photos before making a decision of cancel and refund him. I also have our conversation (me and customer) where I asked him what was wrong and he could not give me any example, off course because It had not any problem with the house.
In conclusion, I left my home at new year time with my husband and kids, I spent $1000 in a accommodation to be able to host my home for Airbnb and they just accepted a fake photos from a Dodgy customer and didn’t even contact me to confirm if it was true?

It is the most frustrating experience ever. And a huge loss of money 

 

[Rebecca]

Hey @Francine296,

What a beautiful home you have! Have you contacted Airbnb to discuss this with them? 

[Michael8389]

Francine296, yes, i sympathize with you. Airbnb support for host really is appalling. I have had a similar situation, where a guest was supposed to pay a thb 1500 deposit for utilities. It was not paid and the guest was rude and left without paying his utility bills. I filed a claim and Airbnb either got it so mixed up that they refunded the guest the 1500 which was never paid. Airbnb told me that the guest filed a complaint and so they refunded the guest 1500 (which was never paid to me) Total messe from Airbnb and i could not get a satisfactory answer from Airbnb why i was never consulted or asked before they made a refund to a guest who was not even entitled to a refund. Refund for a deposit which was never placed by the guest. I had over 10 conversations with different support ambassadors and still dont get a satisfactory answer. In the end, airbnb did pay for the utility which the guest was supposed to pay. -- Bottom line is nobody at Airbnb cares if hosts are looked after. 

[Michele661]

Their customer service has gone down hill. I just had an issue today and didn't receive an answer from either a live chat on the computer or the phone call I made. They're not protecting hosts like they used to or appreciating that we are the ones that make this the business that it is.

[Emilse9]

OMG, I completely understand your frustration. I don't think they do a good job finding out what did actually happen. Instead they blame you first. I hope you have a good guest next! 

Happy new year.