Post by High Priestess on May 27, 2016 6:35:27 GMT
kat shared on Anecdotes Dec 2014
www.airbnb.com/groups/content/content-100744
How to deal with problem guests?
I rented my home to a woman and her 2 friends. I was out of town when they called, saying another AirBnB host had cancelled on them at the last minute due to a double booking and they were desperate. Once I approved them, and found out the full names of the guests, I learned some disturbing things about the party. I spoke with AirBnB about it but was told canceling the reservation could ding my algorithms, so I decided to give her a chance.
They arrived yesterday and emailed me this morning saying "they were not pleased with the house" and asked about cancellation policies. I tried to reach them right away by phone, and followed up with a message and email via AirBnB. They did not get back to me but instead called AirBnB directly and claimed that my home wasn't clean and that I had misrepresented my listing. I have 5 star ratings; an AirBnB photographer was just there a few days before I left town, taking photographs that prove the tidiness of the place. A couple I showed the home to a day or two before, kept remarking on how clean it was. And my representation and description could not be more detailed or accurate.
They apparently were not honest in booking with me, as she at first said there would only be 3 of them, then later confided a fourth person might be there for the last couple of days. My my neighbors met them coming in and they tell me there were 5 of them.
Now they are asking for a refund. I'm very concerned because their behavior does not give me confidence that they are trustworthy people, and I am not there to personally inventory my home and account for what is and isn't there, and see what condition they left it in, nor if they kept or returned or duplicated the key I left for them.
I've never had anything but pleasant experiences with renting my place out, either through AirBnB or other venues before that. But this gives me pause. It's a vulnerable thing to let strangers into your home, and I feel my trust and generosity have been betrayed.
Has anyone ever had a similar situation? What did you do? And were you satisfied with AirBnB's response?
39 comments•4 likes
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Sky
Gerd
Connie
Vitorina Corte
Wendy
Wendy a year ago
It's real simple....NO REFUND!
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kat
kata year ago
I'm not sure that's in my hands. Do I decide or does AirBnB decide?
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Pat
Pata year ago
Don't rush into anything. Certainly no refund until you have been back to see your place. And change your lock to a digital one. No keys are ever needed and you can change the code as often or as little as you like.
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kat
kata year ago
Thanks, Pat, but Airbnb tells me all claims have to be made in 48 hours. I would have to fly cross country and back in order to do so in that time frame. (I hope AirBnb will reconsider this policy in cases where the host is out of town and cannot return within 48 hours. Otherwise, we are very vulnerable indeed.)
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Sky
Skya year ago
Read airbnb policy on this I recently did its allot if you file a claim and they want a this proof I. 48 hours but u just file because then they give them Like 48 to work if out with u but if they dont then you have Luke 72 hours to send
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Fleur, Dan and kids
Fleur, Dan and kidsa year ago
I've had a recent similar situation. A guest turned up and said my place was dated! Totally misinterpreted my listing for a Hilton. Wanted a full refund for a good review (extortion). Hold your ground, plead your case to Airbnb and don't give into these types of people. Get evidence from the photographer and previous guests if necessary, and don't be afraid of a bad review! You want guests who can see through lies. And make sure you review this person as well, truthfully.
Reply Like 5 replies•3 likes
Rick
Ricka year ago
Ha! "dated"??!! I feel like this is an episode of "house hunters" on HGTV or DIY!! Now our homes have to have the most modern & up to date décor & appliances??!! Sheesh...tell them they are dated!
Tracy
Tracya year ago
I've heard that there are people who travel around the world virtually free doing this - threatening bad reviews in exchange for a free stay/etc. So immoral!
Stan & Maggie
Stan & Maggiea year ago
Flyer talk is one of the sites that had a lot of posts saying how easy it is to haggle with hosts and then get refunds :-(
Maxine
Maxinea year ago
These people are dinosaurs. They live in the past, where things were achieved by being negative. Trip Advisor works by criticising people. AirBnB works by loving each other! I want to be part of the new age! All of my places are 'dated'. It is their history, quirkiness and character that makes them attractive. I am sure it is the same for many who are offering a home from home. Thoughtful travellers want to experience reality. Not identical pods in different places. Don't lose heart. Be yourself :-)
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
I stood my ground on this person, never gave them any refund and Airbnb totally supported me! She lied so many times and tried to use emotional blackmail. I stand by the accurate description of my listing and my price and other hosts should too. Still need to do my review of her. I'm waiting until the last minute. Yeah lol dated! Do you think I would be so cheap if it was brand new? I guarantee she stayed for free with relatives nearby.
Sky
Skya year ago
Documents, pics, estimates, et .. Its a process that spands 2-3 weeks or more. Just report it immediately and apprise airbnb of ur location. I really hope you had Jr jewelry and valuables locked away or have the same neighbors that gave them the key ho check on the house for u. U can have ur neivnbofx have your licks changed now or when u return either change yourself or contact a locksmith and once your info is on file they'll go and change your licks in the future without u there. I've done it before but do recommend the keyledd licks with codes I have on one of my houses. A little investment now saves stress later.
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Sky
Skya year ago
Also u may want to co sided a property manager company when Jr aesy yo do such things or befriend a Realtor....but dont think they ate angels either bcuz I can tell u stories
Reply Like
Sky
Skya year ago
Those guess sound lime scammers. I had something g simar...Twp mid 20s white guys say they are on biz trip and company paying all. The veg for my place, bidiy it twice say they're booking 2 weeks repeatedly but refuse to give ID. Every appt to turn in JD they come up missing with an excuse.
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Sky
Skya year ago
Finally they book but still haggling at the doorstep for the remainder of their stay and lie that they hot off late and will hit ATM n am to pay additional gees. They stayed the nite and left early am without telling anyone and we had an appe yo meet at 10am to collect the remaining balance and do contracts. Next thing they ate saying they left bcuzu place was too feminine but they picked it and birwrf twice before booking. Cox was one of their names. Then tried to bribe me saying if I give them a good review they'll hive me a good review. I turned away several qualified guests for their booking and they bailed without completing the booking so I gave them a negative review.
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kat
kata year ago
I do not plan to return for several more weeks. My parents are both ill and I've booked some time to spend with them. My neighbors have offered to check the place out but they can't possibly know every item that was there. I do lock some stuff away, but no -- most of my jewelry, wine, clothes, etc. are all there.
They seemed shocked that there were clothes in the closet, even though I told them this was my primary residence. As if they thought they were booking a hotel. I think they simply found something closer to where they needed to be and thought they could get a full refund.
So how does this go down with Airbnb if they insist on a refund? Has anyone ever had to go to arbitration over something like this?
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Carolyn
Carolyna year ago
I don't know what happens with Airbnb if there's a claim that exceeds 48/72 hours, but I DO know that the company should stand behind you. You say that you learned some disturbing things about them after they booked. Are you referring to something from Airbnb? Even if Airbnb doesn't know these are problem guests, still your situation is difficult and you should receive support from the company. I would insist on Airbnb giving an extension so that you can still file a claim, if necessary, when you return to town. Perhaps your neighbors can take photos with dates. It would bother me if Airbnb didn't support you on this, given that both your parents are ill, and that these guests broke your rule (3 person max) and had the nerve to go to Airbnb to try to get a refund. HOPEFULLY you will find everything in place when you're back. Good luck; let us know how it turns out!
Julie and Eric
Julie and Erica year ago
How did they get your number and what kinds of things did you discover about them online?
Desperation in a guest is a red flag to me. Not necessarily a show stopper, but a factor in my decision to host. Trying to help them out as quickly as possible and in doing so skipping the step to vet the guests prior to approving them.
You may want to reconsider hosting from afar until you can find a trusted advocate to help. Hope all goes well on both sides of the country.
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kat
kata year ago
You get the phone number when you approve the visit. (I hope hosts will all request that AirBnB bring back anonymous calling so we can speak to the guests BEFORE we agree to host.)
I won't comment here on what I learned but it was public information; the first thing that turned up when I googled the name. If AirBnB had provided the guest's name before I approved the booking, I would not have accepted the reservation.
I would like to know what the company considers valid reasons to cancel a booking. Personally, I feel if the host has any reason to question the character of a guest, they should have the right without penalty to protect their property, particularly in the case of a primary residency, where the host's personal possessions will be entrusted to the guests.
Reply Like 3 replies•1 like
Sky
Skya year ago
U hosts in different states but if I know I can't pick up and get there ASAP I dont but I had s hurxt who vhevkef out while I ezd sezy and I zersr ogg went my mayyteddrd ad well. I kid you not
Sky
Skya year ago
I took him yo voufy and won a $6000 judgment that I'm still trying to get from the IRS. He was a non airbmb
Sky
Skya year ago
But in my primary residence all jewelry, laptops_, phones. Tablets go with me so nothing Luke that left in house with guests. I also have key livjs on all doors. Great investment for added piece of mind.
kat
kata year ago
It would be in both the host and the company's interest if the name of every guest who will be staying there must be disclosed and that each guest be required to have an Airbnb profile.
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Julie and Eric
Julie and Erica year ago
The good thing is that the name information isn't blocked, so they can provide that before approval if you request it.
Reply Like 1 like
Deborah
Deboraha year ago
My own orientation is that I would rather lose all the money for a reservation, than have someone in my home who I am uncomfortable with, who is complaining about the place, or who I have found troubling information about online (not that I do online searches of guests...I don't...but you have found something). So I would suggest politely telling these guests that since they don't like your place and have complaints, and want a refund, that you will refund them completely. But please let them know that they have to leave the premises before a refund can be issued (and turn in their keys -- have your friend help with this) because one thing you definitely DO NOT want is to refund them while they are still occupying the unit, and find that after you refund them, they refuse to leave.
Take this as a learning opportunity. It seems to me that most of the problems I read about on the forums, come with this preface from the host, "Every guest I have had up to now has been super, but now I have this nightmare guest...". Long story short, we ALL need to prepare for the possibility that we will have a problem guest at some point, and set up our policies and procedures in advance so that we are not knocked sideways and upside down when this happens, and are able to respond.
I think it is pretty risky to be at a far distance from the place you are renting, as well as to have all your personal belongings in there, when you could end up with problem guests. I would suggest at least having someone local you can rely on for help (friend, part-time property manager) when you are at a distance. Also, be very cautious about accepting a reservation from anyone who has any type of claim that some other host had to cancel on them for any reason. The double booking story might be fiction. The previous host may have cancelled because she started to get bad vibes from these guests. Also, as far as maximum number of guests, keep in mind it is very common for guests to lie and end up bringing more people than they said they would. If you have no way to check how many they are bringing, you could end up with this problem fairly frequently. I think this is the most common problem I read about for hosts who rent out whole apartments/houses where they are not there as well. It may really be worth while having a friend or someone you pay a nominal fee to, to check in any guests you have, and make sure that only those who are paid for in advance and whose names are provided in advance, are the ones entering. Anyone else should be prohibited from entering the premises.
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Carolyn
Carolyna year ago
Kat - At this point I say refund completely and call the police. Whatever you found online, I'm imagining that it was criminal activity. Tell police what you learned online, and have them make sure these guests vacate your house. Your peace of mind is more important than anything.
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Wendy
Wendy a year ago
I totally agree.....extra people who are NOT authorized to be there will be considered trespassers and the authorities will be called. I am not going to bend over backwards for scammers. I am not going to alter my rules to appease anyone. I am often in the home with the guests....so they are less likely to feel like this a hotel room that they can trash. Or they know that my trusted partner will be stopping in to check on the apt, replenish breakfast food, etc.....this is told to my guests before they book....they know full well that they are renting a room in my apt....not the WHOLE apt, and that other people may be coming by.
Most of my guests have been totally respectful of my policies and are happy to have a clean, neat, safe , affordable place to stay at the beach....and they are willing to abide by my rules. If they do not want to follow the rules, they are free to book a high priced hotel room!
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kat
kata year ago
Thanks for your thoughts. Deborah, they left the premises the day after checking in. And I agree with you -- the story that another host had double-booked is a bit suspect, given that once a booking is made, those dates become unavailable to anyone else. (Even now, AirBnb's system will not allow me to unblock those dates, even though they are aware that the guests have left.) A strong possibility is that the other host came across the same information I did and decided it wasn't worth the risk.
My sense of what happened is that they were frantic to find something on very short notice; they didn't read the listing carefully and thought they could slip in the extra guests without realizing there simply wouldn't be enough beds for them. When they arrived and realized they had misjudged, they simply got on the phone and booked something else. Then they began to look about for justifications for a refund. They started snapping photos and sent them not to me (so that I could address their concerns, if valid) but to AirBnB. If the place was in fact dirty (which it wasn't; I cleaned for 3 days before I left), I could have sent a cleaning person in while they were at their event the next day. If the sheets needed to be changed, I had already told them where they could find fresh sheets.
I felt that I had extended myself to her and overlooked what might have given another host pause; I promised her that if it was a good experience, I would give her a positive review to help her if she wanted to use AirBnB in the future. This is the thanks I get. Rather than just say, "sorry, this isn't suitable after all," they've tried to make it my fault, and besmirch my reputation, even as I bent over backwards to try to help her build a better online reputation.
If you give a guest a bad review (however honest), you set yourself up for a vindictive response. I wish there was a way that hosts could share this information confidentially among themselves so as to spare other hosts similar headaches. Short of that (or in addition to), I wish there were terms to deny a potential guest access to the site in the future if they violate certain terms of their agreements with the hosts or AirBnB.
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Kim
Kima year ago
The guest can not see your review until they have posted their review of you is up. Or 14 days later if one party didn't review but then they can't review. So the there is no vindictive reviews
Carolyn
Carolyna year ago
Hi Kat, I'm very glad to hear that they left the premises. As for reviewing, because Airbnb has implemented double-blind reviews, the guests won't be able to respond to what you write. They can't see your review, or your private feedback, until after they post their own or until after the 14-day review period is over. However, these people will likely either NOT leave a review or will leave a negative review no matter WHAT you do. They're that type. I'd bet they don't review, since they know they tried to scam you. Meanwhile, your reviewing them can only help other hosts - but of course you're not required to. Act within your comfort level.....Good luck and good wishes!
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Patrick and Katja
Patrick and Katjaa year ago
Have you all carefully gone over the different cancellation policies? If you are uncomfortable with something you need to make contact with Airbnb immediately, don't wait with any of that.
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kat
kata year ago
Thanks, yes, I did contact AirBnB. That's how I learned that the guests had contacted ABB. Yet no one from ABB contacted me to report about what was going on. I was in the dark all day. I asked to see the photographs that the guest submitted to justify their cancellation. They said they would email them to me yesterday, but I have not received them. And while I waited for someone to get back to me, the 48-hour time period lapsed. I have still not received a response from anyone with authority to handle the situation. (It is a bit frustrating that you never speak to the same person twice, ergo, no progress). I am supposed to speak to someone tomorrow about "finding a solution that will work for both parties," but worry that this wording suggests that ABB will not be backing their own host guarantees or honoring their terms. I hope I am wrong. Given how unreasonable, deceptive and demanding the guests have been, I am dubious there is any solution that will work for both parties; I hope ABB will land squarely in support of a host with a history of good reviews over a new member who behaves so unacceptably with their very first booking.
Has anyone ever needed AirBnB to intervene on their behalf with a problematic guest? Was their response satisfactory?
This is all new for me. Apparently I've been lucky so far. I am reconsidering the whole enterprise now. It is an awful lot of work for a small sum of money, and the stress & unpleasantry of a situation like this is not worth it.
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Julie and Eric
Julie and Erica year ago
Out of curiosity, which terms are you concerned Airbnb might not honor?
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Stan & Maggie
Stan & Maggiea year ago
As far as I'm concerned any guest who says they have been cancelled on by another host is a NONO! I would expect the host to attempt to book for me through the contact template!
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Julie and Eric
Julie and Erica year ago
Also curious why Instant Book is enabled? Felons can have Airbnb profiles with reviews.
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kat
kata year ago
There are specific terms that allow for refunds from the host. None of those have been met in this instance.
I do not customarily use Instant Book. I only enabled it to expedite the process for this particular guest.
I am also unable to rebook as AirBnB still shows their reservation dates as blocked off, even though they left the next day. I have requested in writing twice that they correct this. Still no reply.
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Carolyn
Carolyna year ago
Airbnb really dropped the ball here. The company has grown so fast that they haven't had time to hire adequate, trained customer service people. Of course that's no excuse. The company needs to improve on this.
Kat, as to your other questions, whether other hosts have had similar experiences: You might try re-posting a brief version of your story in "Hosting 911" and ask specifically if other hosts have had to get Airbnb to intervene on their behalf.
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kat
kata year ago
Carolyn, could you direct me to that 911 link? I can't seem to find it.
Thanks.
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Carolyn
Carolyna year ago
Hi Kat, try this: www.airbnb.com/groups/41
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Carolyn
Carolyna year ago
OOOPs! That was "New Host Forum." Let me try again:
www.airbnb.com/groups/303
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kat
kata year ago
Thanks, great forum!
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kat
kata year ago
Don't have time to go into detail, but finally spoke to my case rep at AirBnB today and was frankly disappointed that he asked me if I would refund these bullies despite the fact that they, not I, breached the terms of the agreement. I hope this is atypical for AirBnb.
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Sky
Skya year ago
I always require a pic of all my guests drivers license sent to my cell prior yo check in agyet the reservation is confirmed. Then I have them complete a rental apication application. You can Google them before they check in so name they hive you at inquiry should match the DL. I call the references and employe.rs. When I ha
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Sky
Skya year ago
haven't done this for whatever reason I didn't rest well and usually dometji g came up. Remember you ate allowing complete strangers into your home or property and not everyone thinks like we do as homeowners and hosts trying yo do a good thing. I've had the worse and the best guests and for yjodr that yjonk my tequrdtd ste too much they can just go nook elsewhere. I have allot of money, time and personal affection for my properties and want to ward off anyone who may not
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Sky
Skya year ago
have my nest inyetrdts in mind . I've increased my room deposits to $300 & $500 pet to and my entire house jsd a $1000 deposit on it. People who book it take care of it or they know their deposit is history in addition yo whatever claim I make yo airbnb on their now new (phone number hidden) insurance coverage. Again, I font know it all by no means but baf experienced have made me a much better host and business person. Protect your assets. Happy New Years Everyone!!
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kat
kata year ago
Since my "guests" never officially cancelled, my home has remained blocked off for 7 days even though they left the next day.
So I also listed it on Craigslist, as I have done over the years. In all the years I've posted there, I have never had a post removed. Now, all my listings are flagged for removal and taken down the moment I post them. I've re-listed them several times in the last 24 hours and no sooner do I post them, than they are flagged and removed. I even tried creating a new account, changing up the wording and pictures -- and it was down within a few hours too.
I can only assume it's them. So they are not only impinging on my ability to make up for the lost income they want refunded, but they are making it impossible to book anyone else in there for the remainder of the time I wanted to rent it out. This is so petty and bizarre.
No one at AirBnB has not responded to my email today requesting a call. I don't know what they offered them; how or if they've resolved it; they have STILL not send the photos the guests sent in support of their claims of uncleanliness (two different reps have promised to send them right away). And I am still waiting on a response to my request to extend my right to a claim till I return.
Those of you who host more regulary -- will you please tell me it's not this bad? This is one out of four -- if every fourth person is like this, it's waaay too much to deal with.
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Angela
Angelaa year ago
You must must must hey a digital keypad lock that you can restrict access to the property, you can pick one up at Lowe's. Also recommend you set your account to approval only status do a quick search on the person on public index. I clearly state any missing items will be billed to card used for deposit and if home is left in a filthy
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Angela
Angelaa year ago
Always scanners on both ends. Disclosure is important. Non refundable is a must any damage or missing items will be charged to card for incidentals or deposit. Failure to comply will result in legal action. Toy need to invest in digital lock where aves code is changed according to their stay and changes at checkout. Also note non refundable as units are insisted peyote to arrival and merry industry standards. You must get detailed outside basic guidelines. Also state no refunds within 30 days unless unit is resented. There ate snakes on both ends which makes me wish we could do a soft check on incoming tenants to priest ourselves. I know mainstream hospitality had a network of guests worth notes made across all brands before deciding to rent to a particular guest. Check county registry and social media as a clue.
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Angela
Angelaa year ago
See my resorts demand name age contact info for each person staying. Also note of they do not follow property rules they will be asked to leave the premise all funds forfeited due to breech of contact
Reply Like
Deborah
www.airbnb.com/groups/content/content-100744
How to deal with problem guests?
I rented my home to a woman and her 2 friends. I was out of town when they called, saying another AirBnB host had cancelled on them at the last minute due to a double booking and they were desperate. Once I approved them, and found out the full names of the guests, I learned some disturbing things about the party. I spoke with AirBnB about it but was told canceling the reservation could ding my algorithms, so I decided to give her a chance.
They arrived yesterday and emailed me this morning saying "they were not pleased with the house" and asked about cancellation policies. I tried to reach them right away by phone, and followed up with a message and email via AirBnB. They did not get back to me but instead called AirBnB directly and claimed that my home wasn't clean and that I had misrepresented my listing. I have 5 star ratings; an AirBnB photographer was just there a few days before I left town, taking photographs that prove the tidiness of the place. A couple I showed the home to a day or two before, kept remarking on how clean it was. And my representation and description could not be more detailed or accurate.
They apparently were not honest in booking with me, as she at first said there would only be 3 of them, then later confided a fourth person might be there for the last couple of days. My my neighbors met them coming in and they tell me there were 5 of them.
Now they are asking for a refund. I'm very concerned because their behavior does not give me confidence that they are trustworthy people, and I am not there to personally inventory my home and account for what is and isn't there, and see what condition they left it in, nor if they kept or returned or duplicated the key I left for them.
I've never had anything but pleasant experiences with renting my place out, either through AirBnB or other venues before that. But this gives me pause. It's a vulnerable thing to let strangers into your home, and I feel my trust and generosity have been betrayed.
Has anyone ever had a similar situation? What did you do? And were you satisfied with AirBnB's response?
39 comments•4 likes
Following
Like
Sky
Gerd
Connie
Vitorina Corte
Wendy
Wendy a year ago
It's real simple....NO REFUND!
Reply Like 1 like
kat
kata year ago
I'm not sure that's in my hands. Do I decide or does AirBnB decide?
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Pat
Pata year ago
Don't rush into anything. Certainly no refund until you have been back to see your place. And change your lock to a digital one. No keys are ever needed and you can change the code as often or as little as you like.
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kat
kata year ago
Thanks, Pat, but Airbnb tells me all claims have to be made in 48 hours. I would have to fly cross country and back in order to do so in that time frame. (I hope AirBnb will reconsider this policy in cases where the host is out of town and cannot return within 48 hours. Otherwise, we are very vulnerable indeed.)
Reply Like
Sky
Skya year ago
Read airbnb policy on this I recently did its allot if you file a claim and they want a this proof I. 48 hours but u just file because then they give them Like 48 to work if out with u but if they dont then you have Luke 72 hours to send
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Fleur, Dan and kids
Fleur, Dan and kidsa year ago
I've had a recent similar situation. A guest turned up and said my place was dated! Totally misinterpreted my listing for a Hilton. Wanted a full refund for a good review (extortion). Hold your ground, plead your case to Airbnb and don't give into these types of people. Get evidence from the photographer and previous guests if necessary, and don't be afraid of a bad review! You want guests who can see through lies. And make sure you review this person as well, truthfully.
Reply Like 5 replies•3 likes
Rick
Ricka year ago
Ha! "dated"??!! I feel like this is an episode of "house hunters" on HGTV or DIY!! Now our homes have to have the most modern & up to date décor & appliances??!! Sheesh...tell them they are dated!
Tracy
Tracya year ago
I've heard that there are people who travel around the world virtually free doing this - threatening bad reviews in exchange for a free stay/etc. So immoral!
Stan & Maggie
Stan & Maggiea year ago
Flyer talk is one of the sites that had a lot of posts saying how easy it is to haggle with hosts and then get refunds :-(
Maxine
Maxinea year ago
These people are dinosaurs. They live in the past, where things were achieved by being negative. Trip Advisor works by criticising people. AirBnB works by loving each other! I want to be part of the new age! All of my places are 'dated'. It is their history, quirkiness and character that makes them attractive. I am sure it is the same for many who are offering a home from home. Thoughtful travellers want to experience reality. Not identical pods in different places. Don't lose heart. Be yourself :-)
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
I stood my ground on this person, never gave them any refund and Airbnb totally supported me! She lied so many times and tried to use emotional blackmail. I stand by the accurate description of my listing and my price and other hosts should too. Still need to do my review of her. I'm waiting until the last minute. Yeah lol dated! Do you think I would be so cheap if it was brand new? I guarantee she stayed for free with relatives nearby.
Sky
Skya year ago
Documents, pics, estimates, et .. Its a process that spands 2-3 weeks or more. Just report it immediately and apprise airbnb of ur location. I really hope you had Jr jewelry and valuables locked away or have the same neighbors that gave them the key ho check on the house for u. U can have ur neivnbofx have your licks changed now or when u return either change yourself or contact a locksmith and once your info is on file they'll go and change your licks in the future without u there. I've done it before but do recommend the keyledd licks with codes I have on one of my houses. A little investment now saves stress later.
Reply Like
Sky
Skya year ago
Also u may want to co sided a property manager company when Jr aesy yo do such things or befriend a Realtor....but dont think they ate angels either bcuz I can tell u stories
Reply Like
Sky
Skya year ago
Those guess sound lime scammers. I had something g simar...Twp mid 20s white guys say they are on biz trip and company paying all. The veg for my place, bidiy it twice say they're booking 2 weeks repeatedly but refuse to give ID. Every appt to turn in JD they come up missing with an excuse.
Reply Like
Sky
Skya year ago
Finally they book but still haggling at the doorstep for the remainder of their stay and lie that they hot off late and will hit ATM n am to pay additional gees. They stayed the nite and left early am without telling anyone and we had an appe yo meet at 10am to collect the remaining balance and do contracts. Next thing they ate saying they left bcuzu place was too feminine but they picked it and birwrf twice before booking. Cox was one of their names. Then tried to bribe me saying if I give them a good review they'll hive me a good review. I turned away several qualified guests for their booking and they bailed without completing the booking so I gave them a negative review.
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kat
kata year ago
I do not plan to return for several more weeks. My parents are both ill and I've booked some time to spend with them. My neighbors have offered to check the place out but they can't possibly know every item that was there. I do lock some stuff away, but no -- most of my jewelry, wine, clothes, etc. are all there.
They seemed shocked that there were clothes in the closet, even though I told them this was my primary residence. As if they thought they were booking a hotel. I think they simply found something closer to where they needed to be and thought they could get a full refund.
So how does this go down with Airbnb if they insist on a refund? Has anyone ever had to go to arbitration over something like this?
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Carolyn
Carolyna year ago
I don't know what happens with Airbnb if there's a claim that exceeds 48/72 hours, but I DO know that the company should stand behind you. You say that you learned some disturbing things about them after they booked. Are you referring to something from Airbnb? Even if Airbnb doesn't know these are problem guests, still your situation is difficult and you should receive support from the company. I would insist on Airbnb giving an extension so that you can still file a claim, if necessary, when you return to town. Perhaps your neighbors can take photos with dates. It would bother me if Airbnb didn't support you on this, given that both your parents are ill, and that these guests broke your rule (3 person max) and had the nerve to go to Airbnb to try to get a refund. HOPEFULLY you will find everything in place when you're back. Good luck; let us know how it turns out!
Julie and Eric
Julie and Erica year ago
How did they get your number and what kinds of things did you discover about them online?
Desperation in a guest is a red flag to me. Not necessarily a show stopper, but a factor in my decision to host. Trying to help them out as quickly as possible and in doing so skipping the step to vet the guests prior to approving them.
You may want to reconsider hosting from afar until you can find a trusted advocate to help. Hope all goes well on both sides of the country.
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kat
kata year ago
You get the phone number when you approve the visit. (I hope hosts will all request that AirBnB bring back anonymous calling so we can speak to the guests BEFORE we agree to host.)
I won't comment here on what I learned but it was public information; the first thing that turned up when I googled the name. If AirBnB had provided the guest's name before I approved the booking, I would not have accepted the reservation.
I would like to know what the company considers valid reasons to cancel a booking. Personally, I feel if the host has any reason to question the character of a guest, they should have the right without penalty to protect their property, particularly in the case of a primary residency, where the host's personal possessions will be entrusted to the guests.
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Sky
Skya year ago
U hosts in different states but if I know I can't pick up and get there ASAP I dont but I had s hurxt who vhevkef out while I ezd sezy and I zersr ogg went my mayyteddrd ad well. I kid you not
Sky
Skya year ago
I took him yo voufy and won a $6000 judgment that I'm still trying to get from the IRS. He was a non airbmb
Sky
Skya year ago
But in my primary residence all jewelry, laptops_, phones. Tablets go with me so nothing Luke that left in house with guests. I also have key livjs on all doors. Great investment for added piece of mind.
kat
kata year ago
It would be in both the host and the company's interest if the name of every guest who will be staying there must be disclosed and that each guest be required to have an Airbnb profile.
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Julie and Eric
Julie and Erica year ago
The good thing is that the name information isn't blocked, so they can provide that before approval if you request it.
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Deborah
Deboraha year ago
My own orientation is that I would rather lose all the money for a reservation, than have someone in my home who I am uncomfortable with, who is complaining about the place, or who I have found troubling information about online (not that I do online searches of guests...I don't...but you have found something). So I would suggest politely telling these guests that since they don't like your place and have complaints, and want a refund, that you will refund them completely. But please let them know that they have to leave the premises before a refund can be issued (and turn in their keys -- have your friend help with this) because one thing you definitely DO NOT want is to refund them while they are still occupying the unit, and find that after you refund them, they refuse to leave.
Take this as a learning opportunity. It seems to me that most of the problems I read about on the forums, come with this preface from the host, "Every guest I have had up to now has been super, but now I have this nightmare guest...". Long story short, we ALL need to prepare for the possibility that we will have a problem guest at some point, and set up our policies and procedures in advance so that we are not knocked sideways and upside down when this happens, and are able to respond.
I think it is pretty risky to be at a far distance from the place you are renting, as well as to have all your personal belongings in there, when you could end up with problem guests. I would suggest at least having someone local you can rely on for help (friend, part-time property manager) when you are at a distance. Also, be very cautious about accepting a reservation from anyone who has any type of claim that some other host had to cancel on them for any reason. The double booking story might be fiction. The previous host may have cancelled because she started to get bad vibes from these guests. Also, as far as maximum number of guests, keep in mind it is very common for guests to lie and end up bringing more people than they said they would. If you have no way to check how many they are bringing, you could end up with this problem fairly frequently. I think this is the most common problem I read about for hosts who rent out whole apartments/houses where they are not there as well. It may really be worth while having a friend or someone you pay a nominal fee to, to check in any guests you have, and make sure that only those who are paid for in advance and whose names are provided in advance, are the ones entering. Anyone else should be prohibited from entering the premises.
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Carolyn
Carolyna year ago
Kat - At this point I say refund completely and call the police. Whatever you found online, I'm imagining that it was criminal activity. Tell police what you learned online, and have them make sure these guests vacate your house. Your peace of mind is more important than anything.
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Wendy
Wendy a year ago
I totally agree.....extra people who are NOT authorized to be there will be considered trespassers and the authorities will be called. I am not going to bend over backwards for scammers. I am not going to alter my rules to appease anyone. I am often in the home with the guests....so they are less likely to feel like this a hotel room that they can trash. Or they know that my trusted partner will be stopping in to check on the apt, replenish breakfast food, etc.....this is told to my guests before they book....they know full well that they are renting a room in my apt....not the WHOLE apt, and that other people may be coming by.
Most of my guests have been totally respectful of my policies and are happy to have a clean, neat, safe , affordable place to stay at the beach....and they are willing to abide by my rules. If they do not want to follow the rules, they are free to book a high priced hotel room!
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kat
kata year ago
Thanks for your thoughts. Deborah, they left the premises the day after checking in. And I agree with you -- the story that another host had double-booked is a bit suspect, given that once a booking is made, those dates become unavailable to anyone else. (Even now, AirBnb's system will not allow me to unblock those dates, even though they are aware that the guests have left.) A strong possibility is that the other host came across the same information I did and decided it wasn't worth the risk.
My sense of what happened is that they were frantic to find something on very short notice; they didn't read the listing carefully and thought they could slip in the extra guests without realizing there simply wouldn't be enough beds for them. When they arrived and realized they had misjudged, they simply got on the phone and booked something else. Then they began to look about for justifications for a refund. They started snapping photos and sent them not to me (so that I could address their concerns, if valid) but to AirBnB. If the place was in fact dirty (which it wasn't; I cleaned for 3 days before I left), I could have sent a cleaning person in while they were at their event the next day. If the sheets needed to be changed, I had already told them where they could find fresh sheets.
I felt that I had extended myself to her and overlooked what might have given another host pause; I promised her that if it was a good experience, I would give her a positive review to help her if she wanted to use AirBnB in the future. This is the thanks I get. Rather than just say, "sorry, this isn't suitable after all," they've tried to make it my fault, and besmirch my reputation, even as I bent over backwards to try to help her build a better online reputation.
If you give a guest a bad review (however honest), you set yourself up for a vindictive response. I wish there was a way that hosts could share this information confidentially among themselves so as to spare other hosts similar headaches. Short of that (or in addition to), I wish there were terms to deny a potential guest access to the site in the future if they violate certain terms of their agreements with the hosts or AirBnB.
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Kim
Kima year ago
The guest can not see your review until they have posted their review of you is up. Or 14 days later if one party didn't review but then they can't review. So the there is no vindictive reviews
Carolyn
Carolyna year ago
Hi Kat, I'm very glad to hear that they left the premises. As for reviewing, because Airbnb has implemented double-blind reviews, the guests won't be able to respond to what you write. They can't see your review, or your private feedback, until after they post their own or until after the 14-day review period is over. However, these people will likely either NOT leave a review or will leave a negative review no matter WHAT you do. They're that type. I'd bet they don't review, since they know they tried to scam you. Meanwhile, your reviewing them can only help other hosts - but of course you're not required to. Act within your comfort level.....Good luck and good wishes!
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Patrick and Katja
Patrick and Katjaa year ago
Have you all carefully gone over the different cancellation policies? If you are uncomfortable with something you need to make contact with Airbnb immediately, don't wait with any of that.
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kat
kata year ago
Thanks, yes, I did contact AirBnB. That's how I learned that the guests had contacted ABB. Yet no one from ABB contacted me to report about what was going on. I was in the dark all day. I asked to see the photographs that the guest submitted to justify their cancellation. They said they would email them to me yesterday, but I have not received them. And while I waited for someone to get back to me, the 48-hour time period lapsed. I have still not received a response from anyone with authority to handle the situation. (It is a bit frustrating that you never speak to the same person twice, ergo, no progress). I am supposed to speak to someone tomorrow about "finding a solution that will work for both parties," but worry that this wording suggests that ABB will not be backing their own host guarantees or honoring their terms. I hope I am wrong. Given how unreasonable, deceptive and demanding the guests have been, I am dubious there is any solution that will work for both parties; I hope ABB will land squarely in support of a host with a history of good reviews over a new member who behaves so unacceptably with their very first booking.
Has anyone ever needed AirBnB to intervene on their behalf with a problematic guest? Was their response satisfactory?
This is all new for me. Apparently I've been lucky so far. I am reconsidering the whole enterprise now. It is an awful lot of work for a small sum of money, and the stress & unpleasantry of a situation like this is not worth it.
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Julie and Eric
Julie and Erica year ago
Out of curiosity, which terms are you concerned Airbnb might not honor?
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Stan & Maggie
Stan & Maggiea year ago
As far as I'm concerned any guest who says they have been cancelled on by another host is a NONO! I would expect the host to attempt to book for me through the contact template!
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Julie and Eric
Julie and Erica year ago
Also curious why Instant Book is enabled? Felons can have Airbnb profiles with reviews.
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kat
kata year ago
There are specific terms that allow for refunds from the host. None of those have been met in this instance.
I do not customarily use Instant Book. I only enabled it to expedite the process for this particular guest.
I am also unable to rebook as AirBnB still shows their reservation dates as blocked off, even though they left the next day. I have requested in writing twice that they correct this. Still no reply.
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Carolyn
Carolyna year ago
Airbnb really dropped the ball here. The company has grown so fast that they haven't had time to hire adequate, trained customer service people. Of course that's no excuse. The company needs to improve on this.
Kat, as to your other questions, whether other hosts have had similar experiences: You might try re-posting a brief version of your story in "Hosting 911" and ask specifically if other hosts have had to get Airbnb to intervene on their behalf.
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kat
kata year ago
Carolyn, could you direct me to that 911 link? I can't seem to find it.
Thanks.
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Carolyn
Carolyna year ago
Hi Kat, try this: www.airbnb.com/groups/41
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Carolyn
Carolyna year ago
OOOPs! That was "New Host Forum." Let me try again:
www.airbnb.com/groups/303
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kat
kata year ago
Thanks, great forum!
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kat
kata year ago
Don't have time to go into detail, but finally spoke to my case rep at AirBnB today and was frankly disappointed that he asked me if I would refund these bullies despite the fact that they, not I, breached the terms of the agreement. I hope this is atypical for AirBnb.
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Sky
Skya year ago
I always require a pic of all my guests drivers license sent to my cell prior yo check in agyet the reservation is confirmed. Then I have them complete a rental apication application. You can Google them before they check in so name they hive you at inquiry should match the DL. I call the references and employe.rs. When I ha
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Sky
Skya year ago
haven't done this for whatever reason I didn't rest well and usually dometji g came up. Remember you ate allowing complete strangers into your home or property and not everyone thinks like we do as homeowners and hosts trying yo do a good thing. I've had the worse and the best guests and for yjodr that yjonk my tequrdtd ste too much they can just go nook elsewhere. I have allot of money, time and personal affection for my properties and want to ward off anyone who may not
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Sky
Skya year ago
have my nest inyetrdts in mind . I've increased my room deposits to $300 & $500 pet to and my entire house jsd a $1000 deposit on it. People who book it take care of it or they know their deposit is history in addition yo whatever claim I make yo airbnb on their now new (phone number hidden) insurance coverage. Again, I font know it all by no means but baf experienced have made me a much better host and business person. Protect your assets. Happy New Years Everyone!!
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kat
kata year ago
Since my "guests" never officially cancelled, my home has remained blocked off for 7 days even though they left the next day.
So I also listed it on Craigslist, as I have done over the years. In all the years I've posted there, I have never had a post removed. Now, all my listings are flagged for removal and taken down the moment I post them. I've re-listed them several times in the last 24 hours and no sooner do I post them, than they are flagged and removed. I even tried creating a new account, changing up the wording and pictures -- and it was down within a few hours too.
I can only assume it's them. So they are not only impinging on my ability to make up for the lost income they want refunded, but they are making it impossible to book anyone else in there for the remainder of the time I wanted to rent it out. This is so petty and bizarre.
No one at AirBnB has not responded to my email today requesting a call. I don't know what they offered them; how or if they've resolved it; they have STILL not send the photos the guests sent in support of their claims of uncleanliness (two different reps have promised to send them right away). And I am still waiting on a response to my request to extend my right to a claim till I return.
Those of you who host more regulary -- will you please tell me it's not this bad? This is one out of four -- if every fourth person is like this, it's waaay too much to deal with.
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Angela
Angelaa year ago
You must must must hey a digital keypad lock that you can restrict access to the property, you can pick one up at Lowe's. Also recommend you set your account to approval only status do a quick search on the person on public index. I clearly state any missing items will be billed to card used for deposit and if home is left in a filthy
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Angela
Angelaa year ago
Always scanners on both ends. Disclosure is important. Non refundable is a must any damage or missing items will be charged to card for incidentals or deposit. Failure to comply will result in legal action. Toy need to invest in digital lock where aves code is changed according to their stay and changes at checkout. Also note non refundable as units are insisted peyote to arrival and merry industry standards. You must get detailed outside basic guidelines. Also state no refunds within 30 days unless unit is resented. There ate snakes on both ends which makes me wish we could do a soft check on incoming tenants to priest ourselves. I know mainstream hospitality had a network of guests worth notes made across all brands before deciding to rent to a particular guest. Check county registry and social media as a clue.
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Angela
Angelaa year ago
See my resorts demand name age contact info for each person staying. Also note of they do not follow property rules they will be asked to leave the premise all funds forfeited due to breech of contact
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Deborah