Post by High Priestess on Nov 10, 2015 14:17:36 GMT
Drew shared Nov 9 2015
another example of Guest bias with airbnb
I'm posting this here so new (and veteran) Hosts may learn from my experience.
I have been lucky in that I've only had one cancellation in nearly 3 years of hosting/ > 200 Stays. Last night, a Guest (+1) did a self check-in (I was working). Very late last night (and several hours after checking in), the Guest writes that he is very sorry but must cancel the Stay and will 'honor all fees and cancellation policies' (sic). I figured I'd talk to them when I got home to work out whatever might be going on (as no reason was given). I arrived home around midnight and the Guest(s) were still out so I just went to sleep.
When I awoke this morning, I got a note from a CX rep asking me to do an alter/change request to make the Stay for only one night (instead of three). The CX rep said that she needed my 'permission' as the Guest was not able to make the alter/change request himself (since the Stay had already commenced). Since I have a 'moderate' cancellation policy, this suggestion would have resulted in my losing 2 nights of revenue...which didn't sit well with me at all!
I waited for the Guest to wake up and he was very apologetic about having to cancel, and provided me with a very dubious 'reason.' I told him that he is welcome to check out early but must cancel it on his own...and I would help him do it if need be. Right after he canceled.
The result: I only forego $51 of the Stay and now have two nights free to backfill the cancelled Stay. Had I accepted the CX resolution, I would have foregone > $200! Moral of the story....always insist that a Guest cancel their booking. The other moral of the story is how airbnb continues to favor Guests over Hosts. In the end, this short-sided philosophy will only serve to whittle away loyalty opening up the door for that well-funded and better managed competitor to peel us away in the future.
Clare
Very interesting, Drew. Thanks for the head's up!
C C (CC)
It is shocking. Sometimes I have to call & call until I get someone with a brain. I recently called about a third party booking & the CX had no clue what a third party booking was! Even after I explained it! No clue at all!
Rebecca
Thanks Drew. I have only had to call CX a few times over the past three years and it was all pretty straightforward. But, thanks to hosts like you posting on here, I've learned that if/when I have a serious problem I need to be tough and demanding. Can't believe your story, CC. That's just ridiculous!
C C (CC)
Hi, Rebecca! You know I invited you to the imaginary sleepover Linda from Texas is hosting in her wildest dreams....
Jessa (jessa)
Sort of related question, when guests claim extenuating circumstance, does airbnb really investigate into it or do they just take any sad story for granted? (cheaper for them and makes guests want to keep using airbnb)
Olivier François (Olivier François)
Rebecca, once upon a time, in far far west part of France, there was a little tiny cosy house by the sea. His owner was living a quite long drive ago and had it rented on airbnb. The tiny cosy house was for 4 people, and everybody was delighted to stay here. One day a guest booked it just for herself. The owner though well she must want to make a break in a quite place just want to be rocked by waves. The owner ask the guests to confirm it was just for herself, but the guest never answer, the host phone to airbnb who said that everything was ok and the guest will arrive at 5pm. The host get his tiny house prepared for 1 people, bringing all from away, made the bed, etc. and wait till 5pm, till 6pm, text the guest, till 7pm, text the guest and then decided to phone airbnb: she's on the way to Penmarc'h. The host though it's so strange, never reply to my message but always to airbnb. She arrived at 11pm with her 2 child and a dog (no pets in house rules)! The host was at the same time worried and annoyed
Olivier François
Oups... He phoned to airbnb CS who said him: why did you phone, your house is for 4 people, it's up to you to anticipate this ttpe of situation. 'But your colleage confirm it was just 1 people as I never succeed to talk to her' 'do your always trust on what people say?' 'Heuuu!' 'It's your problem not mine!' The host went back home to have linen and towels for 2 extra people, come back, made the 2 more beds, and get back home at 2pm. Moral of the story, in the wonderful airbnb world never you can't depend on anybody except yourself.
Rebecca
Absolument, Olivier! I am a live-in host so nobody can show up at my door with a dog. Well, of course they can try but they will not get in. I think it is always best to rely on yourself first, no matter what hosting style/set-up you have. The disparity between what hosts expect and what Airbnb can provide will always be large. PS I love the tiny house by the sea.
Regina
Your listing is for 4 so I imagine that the guest ASSumed her 2 children and the dog would fit just fine.
Ernest (josh)
I have an ongoing situation in which a lady makes an inquiry for her friend. I explain to her that her friend must book the listing USING HER OWN account and we'd be happy to host her. I explain that, if her friend is new and needs help either establishing an account or with the booking process, Airbnb customer service is available to assist and I provided the appropriate phone contact info for Airbnb.
We had approximately 8-10 individual messages back and forth between myself and this initial person making the inquiry. I explain in express terms that her friend MUST be the booking party. After all of that back and forth, this woman confirms two separate bookings for a total of three days with a day in between which I suspect is when the friend will be away for a night, elsewhere.
So I say to this person, "I see that your friend decided not to book and that you will be staying with us instead." She replies, "My friend is from Australia. She will be staying with you. I am just using my credit card to book for her. Do you need her personal information?" I reply, "I'm sorry but we will not host anyone but you under this booking. Per Airbnb policy, third-party booking are strictly prohibited. As I said in a previous message: 'Please be certain that your friend books the rooms for the dates needed from her own Airbnb account. If she requires assistance, Airbnb customer service can assist her.'" She says, "Oh no! Do I need to call Airbnb? To resolve this problem?"
Fast forward to today when I receive a call from Airbnb saying that there was a misunderstanding and would I be able to allow this person to cancel without penalty and to allow her friend to book with her own account. I said, there is no misunderstanding, please review the message thread. I explained to this person that her friend would need to book for herself. Airbnb wants me to take responsibility for educating these guests and permitting them to make these changes. I said that I already told her the procedure and she choose to ignore it. I said that I will be happy to host the person who booked, but will rely on Airbnb to enforce the agreed to policies should this guest decide to cancel. Airbnb said I was being inflexible. I told the agent that I took offense to that. I spent a lot of time communicating with this person and it was she who chose not to inform herself of the policies to which she agreed when she confirmed these bookings. I said to the agent that this person needed to take a bit of personal responsibility and must accept the consequences of her actions. Airbnb reluctantly agreed. I told her that had this not been the 100th time this had happened to me, I probably would have permitted the changes, as I have every other time, but that I am tiring of putting so much effort into facilitating these changes for people who are unwilling to take any personal responsibility or the time it takes to understand the policies of the site before they start making commitments.
Clare
Good for you, Ernest!!
C C
Ernest, I have no doubt that you were just as clear with her as you have been here. What's WRONG with people???
Penny
Drew, I had the exact same issue on Monday.
Guest books for one, asks if she can check in early at noon or before and come by with her boyfriend to check in and store their stuff as he to leave for the airport at 4pm. I advise fine for them to drop off bags, but not check in and come back at 3pm for his flight, then advised flight is at 8pm, I suggest come back at 6pm normal check in and enough time for him to get the bus to the airport and check in for his flight.
After one night stay, she messages me, a friend has 'surprised her with free accommodation and flown down from Sydney" in a long winded text, I think she just didn't like the shared environment. 5 minutes later I get a brief message in AirBnB as dicussed I will cancel my booking then the cancellation message.
10 minutes later I get a phone call that comes up "Bay Area San Fran" on my mobile (Im in Melbourne Australia). The CS says it's David from AirBnB and I want to talk to you about your Cancellation Policy, I respond "Hell No, are we going to discuss my cancellation policy" What is the outcome of the cancellation. He then advises that it is Moderate and I will get paid out less $27.
He then again says the guest is hoping you consider.... I interrupt I am not going to consider anything and then ask why the guest asked to cancel, that I was quite upset that the guest did not want to stay. He advised the payout reflected the time and effort that I went into communicating with the guest and not to feel bad I was a great host (how quickly they change).
I then realise, the guest advised she was coming back at 6pm to pick up her belongings, still had my keys and that she cancelled at 11.40, which is 40 minutes after my check in time. I rang CS back and said that I am going to call her and get her to pick up her things immediately as she was not entitled to have her belongings at my place if she had cancelled that night otherwise she should get no refund. They explained it was up to me to discuss with the guests about getting my keys back, they were not to know. I asked why they didn't inform her when she cancelled that she needed to leave before such a time and return keys. They said they would call her and say the "Host wanted more money" I was like WTF, do not call a guest who does not want to stay in my home, who still has my keys that I am after more money (I am only after what the cancellation policy entails and she was leaving her bags until 6pm). We comprimised and they said they would call her after she had checked out. She checked out at 6.45pm, I have not heard anything from CS since.
Still waiting for the response.
another example of Guest bias with airbnb
I'm posting this here so new (and veteran) Hosts may learn from my experience.
I have been lucky in that I've only had one cancellation in nearly 3 years of hosting/ > 200 Stays. Last night, a Guest (+1) did a self check-in (I was working). Very late last night (and several hours after checking in), the Guest writes that he is very sorry but must cancel the Stay and will 'honor all fees and cancellation policies' (sic). I figured I'd talk to them when I got home to work out whatever might be going on (as no reason was given). I arrived home around midnight and the Guest(s) were still out so I just went to sleep.
When I awoke this morning, I got a note from a CX rep asking me to do an alter/change request to make the Stay for only one night (instead of three). The CX rep said that she needed my 'permission' as the Guest was not able to make the alter/change request himself (since the Stay had already commenced). Since I have a 'moderate' cancellation policy, this suggestion would have resulted in my losing 2 nights of revenue...which didn't sit well with me at all!
I waited for the Guest to wake up and he was very apologetic about having to cancel, and provided me with a very dubious 'reason.' I told him that he is welcome to check out early but must cancel it on his own...and I would help him do it if need be. Right after he canceled.
The result: I only forego $51 of the Stay and now have two nights free to backfill the cancelled Stay. Had I accepted the CX resolution, I would have foregone > $200! Moral of the story....always insist that a Guest cancel their booking. The other moral of the story is how airbnb continues to favor Guests over Hosts. In the end, this short-sided philosophy will only serve to whittle away loyalty opening up the door for that well-funded and better managed competitor to peel us away in the future.
Clare
Very interesting, Drew. Thanks for the head's up!
C C (CC)
It is shocking. Sometimes I have to call & call until I get someone with a brain. I recently called about a third party booking & the CX had no clue what a third party booking was! Even after I explained it! No clue at all!
Rebecca
Thanks Drew. I have only had to call CX a few times over the past three years and it was all pretty straightforward. But, thanks to hosts like you posting on here, I've learned that if/when I have a serious problem I need to be tough and demanding. Can't believe your story, CC. That's just ridiculous!
C C (CC)
Hi, Rebecca! You know I invited you to the imaginary sleepover Linda from Texas is hosting in her wildest dreams....
Jessa (jessa)
Sort of related question, when guests claim extenuating circumstance, does airbnb really investigate into it or do they just take any sad story for granted? (cheaper for them and makes guests want to keep using airbnb)
Olivier François (Olivier François)
Rebecca, once upon a time, in far far west part of France, there was a little tiny cosy house by the sea. His owner was living a quite long drive ago and had it rented on airbnb. The tiny cosy house was for 4 people, and everybody was delighted to stay here. One day a guest booked it just for herself. The owner though well she must want to make a break in a quite place just want to be rocked by waves. The owner ask the guests to confirm it was just for herself, but the guest never answer, the host phone to airbnb who said that everything was ok and the guest will arrive at 5pm. The host get his tiny house prepared for 1 people, bringing all from away, made the bed, etc. and wait till 5pm, till 6pm, text the guest, till 7pm, text the guest and then decided to phone airbnb: she's on the way to Penmarc'h. The host though it's so strange, never reply to my message but always to airbnb. She arrived at 11pm with her 2 child and a dog (no pets in house rules)! The host was at the same time worried and annoyed
Olivier François
Oups... He phoned to airbnb CS who said him: why did you phone, your house is for 4 people, it's up to you to anticipate this ttpe of situation. 'But your colleage confirm it was just 1 people as I never succeed to talk to her' 'do your always trust on what people say?' 'Heuuu!' 'It's your problem not mine!' The host went back home to have linen and towels for 2 extra people, come back, made the 2 more beds, and get back home at 2pm. Moral of the story, in the wonderful airbnb world never you can't depend on anybody except yourself.
Rebecca
Absolument, Olivier! I am a live-in host so nobody can show up at my door with a dog. Well, of course they can try but they will not get in. I think it is always best to rely on yourself first, no matter what hosting style/set-up you have. The disparity between what hosts expect and what Airbnb can provide will always be large. PS I love the tiny house by the sea.
Regina
Your listing is for 4 so I imagine that the guest ASSumed her 2 children and the dog would fit just fine.
Ernest (josh)
I have an ongoing situation in which a lady makes an inquiry for her friend. I explain to her that her friend must book the listing USING HER OWN account and we'd be happy to host her. I explain that, if her friend is new and needs help either establishing an account or with the booking process, Airbnb customer service is available to assist and I provided the appropriate phone contact info for Airbnb.
We had approximately 8-10 individual messages back and forth between myself and this initial person making the inquiry. I explain in express terms that her friend MUST be the booking party. After all of that back and forth, this woman confirms two separate bookings for a total of three days with a day in between which I suspect is when the friend will be away for a night, elsewhere.
So I say to this person, "I see that your friend decided not to book and that you will be staying with us instead." She replies, "My friend is from Australia. She will be staying with you. I am just using my credit card to book for her. Do you need her personal information?" I reply, "I'm sorry but we will not host anyone but you under this booking. Per Airbnb policy, third-party booking are strictly prohibited. As I said in a previous message: 'Please be certain that your friend books the rooms for the dates needed from her own Airbnb account. If she requires assistance, Airbnb customer service can assist her.'" She says, "Oh no! Do I need to call Airbnb? To resolve this problem?"
Fast forward to today when I receive a call from Airbnb saying that there was a misunderstanding and would I be able to allow this person to cancel without penalty and to allow her friend to book with her own account. I said, there is no misunderstanding, please review the message thread. I explained to this person that her friend would need to book for herself. Airbnb wants me to take responsibility for educating these guests and permitting them to make these changes. I said that I already told her the procedure and she choose to ignore it. I said that I will be happy to host the person who booked, but will rely on Airbnb to enforce the agreed to policies should this guest decide to cancel. Airbnb said I was being inflexible. I told the agent that I took offense to that. I spent a lot of time communicating with this person and it was she who chose not to inform herself of the policies to which she agreed when she confirmed these bookings. I said to the agent that this person needed to take a bit of personal responsibility and must accept the consequences of her actions. Airbnb reluctantly agreed. I told her that had this not been the 100th time this had happened to me, I probably would have permitted the changes, as I have every other time, but that I am tiring of putting so much effort into facilitating these changes for people who are unwilling to take any personal responsibility or the time it takes to understand the policies of the site before they start making commitments.
Clare
Good for you, Ernest!!
C C
Ernest, I have no doubt that you were just as clear with her as you have been here. What's WRONG with people???
Penny
Drew, I had the exact same issue on Monday.
Guest books for one, asks if she can check in early at noon or before and come by with her boyfriend to check in and store their stuff as he to leave for the airport at 4pm. I advise fine for them to drop off bags, but not check in and come back at 3pm for his flight, then advised flight is at 8pm, I suggest come back at 6pm normal check in and enough time for him to get the bus to the airport and check in for his flight.
After one night stay, she messages me, a friend has 'surprised her with free accommodation and flown down from Sydney" in a long winded text, I think she just didn't like the shared environment. 5 minutes later I get a brief message in AirBnB as dicussed I will cancel my booking then the cancellation message.
10 minutes later I get a phone call that comes up "Bay Area San Fran" on my mobile (Im in Melbourne Australia). The CS says it's David from AirBnB and I want to talk to you about your Cancellation Policy, I respond "Hell No, are we going to discuss my cancellation policy" What is the outcome of the cancellation. He then advises that it is Moderate and I will get paid out less $27.
He then again says the guest is hoping you consider.... I interrupt I am not going to consider anything and then ask why the guest asked to cancel, that I was quite upset that the guest did not want to stay. He advised the payout reflected the time and effort that I went into communicating with the guest and not to feel bad I was a great host (how quickly they change).
I then realise, the guest advised she was coming back at 6pm to pick up her belongings, still had my keys and that she cancelled at 11.40, which is 40 minutes after my check in time. I rang CS back and said that I am going to call her and get her to pick up her things immediately as she was not entitled to have her belongings at my place if she had cancelled that night otherwise she should get no refund. They explained it was up to me to discuss with the guests about getting my keys back, they were not to know. I asked why they didn't inform her when she cancelled that she needed to leave before such a time and return keys. They said they would call her and say the "Host wanted more money" I was like WTF, do not call a guest who does not want to stay in my home, who still has my keys that I am after more money (I am only after what the cancellation policy entails and she was leaving her bags until 6pm). We comprimised and they said they would call her after she had checked out. She checked out at 6.45pm, I have not heard anything from CS since.
Still waiting for the response.