Post by High Priestess on Feb 18, 2016 2:53:08 GMT
Deb shared Feb 17 2016
Canceling awful guests staying with us
Hello everybody,
Looking forward for your precious advice here..I've been hosting for 1 year.. I've read everything about airbnb and reached super host status and by now I do not care about losing it.. I rather keep my mental health.
Short story: awful guests staying in our private bedroom..I've reached them so that they cancel their booking and I'll reimburse them the last 2 nights but they insist on staying.. By now I feel pretty uncomfortable with them and I am considering canceling their stay with us. I know I could cancel through the site but should I call airbnb? I've read in this forum that we are financially penalized now?
8 comments
Following
Like
Delete
Hide
helga
helga13 hours ago
Deb, if you are feeling unsafe, Airbnb can decide to cancel on the guest's behalf. Call them and explain why are are feeling unwell in your home.
Reply Like 1 reply•1 like Delete
Deb
Deb13 hours ago
Thanks Helga for your advise!
C C
C C11 hours ago
Yes, Deb, Airbnb will flat take care of it! You betcha.
Reply Like 1 reply Delete
helga
helga11 hours ago
;-) It depends on what you say. "Awfull" will be to vague. Rhonda has a perfevt technique, I'd bet she'd get a travel voucher on top of penalty free cancellation. - But as she visits a donkey then, there is not much improvement gotten out of it ;-)
Queenie & Ted
Queenie & Ted11 hours ago
Deb, please update us. Hope all is well.
Reply Like Delete
Deb
Deb9 hours ago
Thank you all for your help I really appreciate it!
"awful" in the way that this couple have abused my hospitality for a week now and today after a week the man has been extremely rude and disrespectful to me because him again requested stuff that I do not provide (even though I told him that before via airbnb and he was OK with it). So today We had a big argument because I was very firm about the situation and then I sent him a message through airbnb that I invite him to cancel the reservation. And now My mom and I don't feel comfortable in our own home..
I'll keep you posted how everything goes! Thanks again!
Reply Like 1 reply Delete
Deb
Deb9 hours ago
*rude, disrespectful and aggressive
Deborah
Deborah9 hours ago
Deb, when you contact Airbnb about this, it will help your case to emphasize that you don't feel comfortable or safe in your own home. ( If you can say you don't feel SAFE in your home, that will be more effective). Try to make a list of factual statements and actual occurrences or examples of things said to you by the guest that will support your request that Airbnb cancel their stay and find them another place to go. Often AIrbnb will move a guest either to another listing or to a hotel if need be to get them out of host's home when they are causing problems there.
Let us know how it goes and best wishes on this difficult situation.
Reply Like 1 reply Delete
Deb
Deb9 hours ago
Thanks so much Deborah! I follow all your advices here and in the global hosting forum. I really appreciate your help!
Diane
Diane 9 hours ago
Please let us know what the outcome is. I have the most difficult guests ever. Long term 3 month booking ( two weeks to go and I am counting the days!) Contacted customer service in December already after offering to refund guests ( who insisted on staying . In no small part due to the tiny amount they are paying I am sure) . They said try to work it out with the guests. This couple want five star accommodation for a bargain price. Have complained about everything. And been rude too boot. But it seems feeling uncomfortable in your own home is not grounds for cancellation. I am new to Airbnb and am loathe to cancel from my side and not show up in searches. Your situation sounds similar....
Reply Like 3 replies Delete
Andrew
Andrew8 hours ago
Diane, I notice that in spite of this awful experience, you still don't seem to have a Maximum Stay in your listing. Looks to me like the current guests are the best example of why everyone should set a maximum length of stay that reflects the longest period they'd be willing to put up with unpleasant people in their homes.
Diane
Diane 8 hours ago
Thanks Andrew. Will change that. Noticed that since I removed the weekly and monthly discounts I am getting requests for shorter booking...
Jessa
Jessa3 hours ago
Diane even 2 weeks is too long if you don't feel home in your home. Refer to safety issues and scream and shout and tweet and facebook on the airbnb pages if necessary. I know cpt prices are a race to the bottom but do consider raising to R400/night - often the best guests are neither cheap nor fancy but somewhere in the healthy middle.
C C
C C9 hours ago
Diane, I would keep calling Airbnb until I got the right help. You should be able to get it canceled without penalty. Try tweeting Airbnb help. Failing that, I would go on & toss them. Neither the fine nor the hit to your search results, etc. is worth having them stay another minute.
Reply Like Delete
Andrew
Andrew8 hours ago
I strongly agree with Deborah's advice, and I'd add that the more of this communication can be referred to in Airbnb messages, the stronger your case will be.
Not knowing what the specifics of the situation are, it's hard to tell whether the guest's actions would merit an exception the Host Cancellation Policy, which would entitle him to a full refund of remaining days and possibly subject you to penalties. If the guest broke House Rules or local laws, behaved in a violent manner, threatened or harassed you, attempted extortion, or so forth - I think those circumstances would be taken pretty seriously. But guests tend to get the benefit of the doubt in the case of personality conflicts. So be prepared for Airbnb to refund them for the remaining days of their stay.
Based on similar recent situations, I don't think your Superhost status will be affected. But it's important that you communicate the problem to them as clearly as possible and let them guide you through the options with clear information about the consequences. I also recommend dealing with the phone operators, as in every case I've dealt with they've been vastly more competent than the monkeys they have responding to emails.
Reply Like 1 reply•1 like Delete
Deb
Deb5 hours ago
Andrew Thanks soooo much for all your advices here! I really appreciate all your help in this matter!
Canceling awful guests staying with us
Hello everybody,
Looking forward for your precious advice here..I've been hosting for 1 year.. I've read everything about airbnb and reached super host status and by now I do not care about losing it.. I rather keep my mental health.
Short story: awful guests staying in our private bedroom..I've reached them so that they cancel their booking and I'll reimburse them the last 2 nights but they insist on staying.. By now I feel pretty uncomfortable with them and I am considering canceling their stay with us. I know I could cancel through the site but should I call airbnb? I've read in this forum that we are financially penalized now?
8 comments
Following
Like
Delete
Hide
helga
helga13 hours ago
Deb, if you are feeling unsafe, Airbnb can decide to cancel on the guest's behalf. Call them and explain why are are feeling unwell in your home.
Reply Like 1 reply•1 like Delete
Deb
Deb13 hours ago
Thanks Helga for your advise!
C C
C C11 hours ago
Yes, Deb, Airbnb will flat take care of it! You betcha.
Reply Like 1 reply Delete
helga
helga11 hours ago
;-) It depends on what you say. "Awfull" will be to vague. Rhonda has a perfevt technique, I'd bet she'd get a travel voucher on top of penalty free cancellation. - But as she visits a donkey then, there is not much improvement gotten out of it ;-)
Queenie & Ted
Queenie & Ted11 hours ago
Deb, please update us. Hope all is well.
Reply Like Delete
Deb
Deb9 hours ago
Thank you all for your help I really appreciate it!
"awful" in the way that this couple have abused my hospitality for a week now and today after a week the man has been extremely rude and disrespectful to me because him again requested stuff that I do not provide (even though I told him that before via airbnb and he was OK with it). So today We had a big argument because I was very firm about the situation and then I sent him a message through airbnb that I invite him to cancel the reservation. And now My mom and I don't feel comfortable in our own home..I'll keep you posted how everything goes! Thanks again!
Reply Like 1 reply Delete
Deb
Deb9 hours ago
*rude, disrespectful and aggressive
Deborah
Deborah9 hours ago
Deb, when you contact Airbnb about this, it will help your case to emphasize that you don't feel comfortable or safe in your own home. ( If you can say you don't feel SAFE in your home, that will be more effective). Try to make a list of factual statements and actual occurrences or examples of things said to you by the guest that will support your request that Airbnb cancel their stay and find them another place to go. Often AIrbnb will move a guest either to another listing or to a hotel if need be to get them out of host's home when they are causing problems there.
Let us know how it goes and best wishes on this difficult situation.
Reply Like 1 reply Delete
Deb
Deb9 hours ago
Thanks so much Deborah! I follow all your advices here and in the global hosting forum. I really appreciate your help!
Diane
Diane 9 hours ago
Please let us know what the outcome is. I have the most difficult guests ever. Long term 3 month booking ( two weeks to go and I am counting the days!) Contacted customer service in December already after offering to refund guests ( who insisted on staying . In no small part due to the tiny amount they are paying I am sure) . They said try to work it out with the guests. This couple want five star accommodation for a bargain price. Have complained about everything. And been rude too boot. But it seems feeling uncomfortable in your own home is not grounds for cancellation. I am new to Airbnb and am loathe to cancel from my side and not show up in searches. Your situation sounds similar....
Reply Like 3 replies Delete
Andrew
Andrew8 hours ago
Diane, I notice that in spite of this awful experience, you still don't seem to have a Maximum Stay in your listing. Looks to me like the current guests are the best example of why everyone should set a maximum length of stay that reflects the longest period they'd be willing to put up with unpleasant people in their homes.
Diane
Diane 8 hours ago
Thanks Andrew. Will change that. Noticed that since I removed the weekly and monthly discounts I am getting requests for shorter booking...
Jessa
Jessa3 hours ago
Diane even 2 weeks is too long if you don't feel home in your home. Refer to safety issues and scream and shout and tweet and facebook on the airbnb pages if necessary. I know cpt prices are a race to the bottom but do consider raising to R400/night - often the best guests are neither cheap nor fancy but somewhere in the healthy middle.
C C
C C9 hours ago
Diane, I would keep calling Airbnb until I got the right help. You should be able to get it canceled without penalty. Try tweeting Airbnb help. Failing that, I would go on & toss them. Neither the fine nor the hit to your search results, etc. is worth having them stay another minute.
Reply Like Delete
Andrew
Andrew8 hours ago
I strongly agree with Deborah's advice, and I'd add that the more of this communication can be referred to in Airbnb messages, the stronger your case will be.
Not knowing what the specifics of the situation are, it's hard to tell whether the guest's actions would merit an exception the Host Cancellation Policy, which would entitle him to a full refund of remaining days and possibly subject you to penalties. If the guest broke House Rules or local laws, behaved in a violent manner, threatened or harassed you, attempted extortion, or so forth - I think those circumstances would be taken pretty seriously. But guests tend to get the benefit of the doubt in the case of personality conflicts. So be prepared for Airbnb to refund them for the remaining days of their stay.
Based on similar recent situations, I don't think your Superhost status will be affected. But it's important that you communicate the problem to them as clearly as possible and let them guide you through the options with clear information about the consequences. I also recommend dealing with the phone operators, as in every case I've dealt with they've been vastly more competent than the monkeys they have responding to emails.
Reply Like 1 reply•1 like Delete
Deb
Deb5 hours ago
Andrew Thanks soooo much for all your advices here! I really appreciate all your help in this matter!