Post by High Priestess on May 30, 2016 6:14:52 GMT
Martin J shared on Mornington Peninsula Hosts Jan 2015
www.airbnb.com/groups/content/content-102057
Martin J a year ago
Advice
Friends, I want to share my disappointing experience. There are things I have learnt.
I rent my house out through a few agencies. I have always got great reviews. I have had mostly great experiences with the few times I have rented through airbnb. I have had two unhappy customers in four years. One was because a storm knocked out all of the internet to my street! Most people are very happy with about a third telling me that their expectations were exceeded.
Every time I have used airbnb overseas, it has been terrific.
My last experience with renting through airbnb was awful. I almost did not accept the booking. The customer had joined the day he booked so he had scant information and no reviews. This made me suspicious but he seemed nice and genuine in our to and froing.
Communication was good up to their arrival. Within 30 minutes of arrival, however, they rang to complain about the state of the place. Their version was that the carpets had not been cleaned, the cutlery drawers were a pigsty, the oven filthy, the toilet "so disgusting that she had used a whole can of domestos to fix it and the bedsheets were mouldy ({there is no way we can sleep in these mouldy sheets".
In the course of the conversation, they asked three times for a refund/compensation to make up for it. They told me I should be ashamed to ask what I had asked for.
I have a cleaner that I trust so I was stunned. This house is my home. It feels and looks great. I have travelled a lot so I know what is good and bad. The cleaner had called me from the house to give me a report that morning.
I told the customer that I had had customers check out that morning. I told her that the cleaner had been through the morning. She said "the house has clearly not been cleaned for weeks. You should sack your cleaner".
I contacted the clients that had checked out that morning and they told me the house was very clean In fact they had been so happy with the place, they have booked for next year AND the client's sister is also considering booking a week. These clients are regular clients and they always leave the house in an immaculate state. They also do NO COOKING so the kitchen is always as they arrived!
My cleaner also lives close so I told the customer, I would get her to come straight back. She told me she had already spent two hours cleaning. I was a little incredulous seeing I knew exactly what time they had arrived. I told her that the cleaner would bring fresh sheets around immediately. She said it would not be convenient for the cleaner to come and again tried to ask for money. I said I would return their first night's money.
When my cleaner arrived, lo and behold, not one sheet was mouldy. They in fact revised the story about the sheets and told my cleaner that I was mistaken. They had said ONE SHEET was a little musty. The filthy kitchen turned out to have some breadcrumbs that my cleaner had missed. As for the toilet, there was indeed a can of domsetos but it had not been opened (my cleaner even checked the garbage to see if there was an empty bottle!). My cleaner changed all the sheets anyway and vacuumed for them.
They were incredibly rude to my cleaner and spent the time telling her what an awful dishonest money grubbing host I am. She was flabbergasted. She cleans houses from Portsea to Rosebud and knows what various people charge. She pointed out to them they were in fact getting their money's worth. This then caused them to become even nastier. They told her she was lazy and fat.
My cleaner also discovered they had a dog which we had not agreed to. They told me the dog was just there for two hours as it belonged to a friend. They also asked my cleaner for the key to the cupboard, I leave my personal stuff in. She refused which made them angrier.
At this point, I almost threw them out. It clearly did not feel like this arrangement was working for them or me.
The next day, they called to complain again.
The next communication was to ask for their money again. I told them it would come after check out. I have
They did not respond to my attempts to discuss check out. They had asked for and had been granted a late check out but left earlier than agreed so we missed them.
Ladies and gentlemen, of course, they have left the place as a pigsty. There is makeup on the towels, they moved furniture around, put sand through everything and turned the bathmats black. Nothing is damaged or broken but everything is turned upside down.
I have another regular coming tomorrow so am hoping for a better week.
I am expecting a negative review which I think is unfair. What can I do? I have contacted Airbnb. I did not know about the dispute resolution service and should have used that immediately. Another learning. I am refunding them their first night,
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Rebecca
Rebecca a year ago
Hi Martin,
Sorry to hear about your bad experience. From what you've described, the guests sound like the guests from hell! They obviously have no understanding of what airbnb is all about. It's difficult when people have no reviews, as we've all been new ourselves and with airbnb growing so fast, it seems relatively common (in my limited experience) that people have few verifications and no reviews. I've accepted bookings from guests with no reviews, but mainly because I'm fairly new myself. If they haven't given me any information about their group, I generally ask for some and am starting to become more fussy about who I accept bookings from. I guess one of the things you've learnt and which is probably good advice, is to trust your gut feeling about people.
Apart from what you've done already, the only other things you can probably do are to respond to the review when it arrives and leave your own review for them. If your other reviews have been good and your response to your anticipated negative review is fair and measured, then hopefully people will read between the lines.
Thanks for sharing your experience. It certainly provides food for thought for the rest of us, but sad that you had to go through it. Hopefully this week will be a better week!
Kind regards,
Rebecca
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Christine
Christinea year ago
Hi Martin, I am so sorry to hear this story. Sounds like they had every intention of being pains in the proverbial. My short experience with Airbnb has been fantastic. However, I have noticed that some enquiries recently have come from non verified new members. These have not resulted in bookings and I am not worried as I do prefer verified guests. I think perhaps these clients may have personal issues - and nothing would be good enough. They were after a refund and it may ave nothing to do with your property. I reckon they were trying to get out of the booking
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Christine
Christinea year ago
Oops , sent before I finished. Airbnb need to be informed of the history of this booking. Look on the positive side that you will never see them again. The customer is not always right. Cheers Chris.
Melissa
Melissaa year ago
Hello Martin,
I am so sorry about your awful experience.
I am afraid that I appear to have the same people currently staying at my place!
My husband and I are currently holidaying overseas and these guests initially appeared very nice and polite but soon showed to be very high maintenance. Before even arriving they tried to avoid paying the service fee, to which I disagreed. Then they tried to arrive several days early, however the place was booked out. Then they requested to stay longer, but we had other plans for the property.
The latest complaint was about the state of cleanliness of the property, which I know was professionally cleaned by the company I know and trust.
Overnight, these guests have sent a very rude email demanding a refund or a reduction in rate stating the place was left dirty, and that I should sack my cleaners ...that they had spent the day cleaning the place! Sounds very familiar to your situation. Their claims cannot be true as the cleaner I regularly use emailed me on the day they arrived, advising me that the previous guests left the place very neat and tidy. The previous guests also had excellent references.
I am now very concerned and haven't replied to the threatening email.
They have also threatened leaving bad reviews.
How do we contact AirB&B and is there anything I can do now. They are meant to be staying until the 8/1/15.
To all other hosts in the area...please, please please, be aware of these people doing the rounds in the area! They have AirB&B identification but no other references, which is not uncommon. They present themselves as an Italian family with 2 pre-teen girls.
I hope other hosts will be spared from the experience Martin and I are enduring.
Regards,
Melissa
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Martin J
Martin J a year ago
Melissa, My guests were an Italian couple with two pre teen girls. Any chance they are the same people or friends of theirs?
They were staying with another couple at my place. His name was Rob. Airbnb have a dispute resolution service, I discovered. They will negotiate with the guests, I have found. Go straight to it and let your guests now you have (i would do that next time).
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Christine
Christinea year ago
Oh no! Got to be the same people . My house is at Dromana and I will be watching out for any requests like this. We should have a do not rent list to serial offenders.
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Martin J
Martin J a year ago
The review process should allow for this. I will never rent to this couple again.
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Peter and Lucy
Peter and Lucya year ago
Very sorry to hear about this and thanks for sharing your stories. We will certainly be on the "lookout" !!! I must admit that I've taken guests without proper verification but will not do this again. I also check their passports or drivers license on the day they arrive. Happy NY! Lucy & Pete
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Sadie
Sadiea year ago
What a terrible experience Martin! I get most of my bookings with Bookings.com and cannot choose who stays. This has always concerned me but it is now clear to me that it can still be a risk with airbnb where you can choose.I have had a couple of tricky ones but nothing like your bad experience....I feel for you and hope you can do something about it all.
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Christine
Christinea year ago
Hi again Martin, I just had an enquiry from a family of four , 'Scala' through Stayz. They have declined as it is too expensive . Is this the same name as yours? Cheers.
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Martin J
Martin J a year ago
no.
Good luck with it!
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Christine
Christinea year ago
Thanks Martin, strange though when they make a booking enquiry and don't know what the price is when it is calculated for them. Am glad they can't afford it so I don't need to worry now!
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Melissa
Melissaa year ago
Christine,
I think you have dodged the bullet. My guests had different names to Martin's, yet the story and the scam were the same.
Regards,
Melissa
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Martin J
Martin J a year ago
Christina and Melissa -uncannily the same. It was almost like they were scripted!
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Melissa
Melissaa year ago
Hi all...as an update about the outcome of AirB&B providing 'mediation' between the scammers and myself.
The AirB&B consultant sent me a number of Internet links pertaining to their refund policies, stated that they are assured that my guests were a genuine family, and that they will be given a full refund against my wishes.
So the scammers got to have a free holiday at my expense.
This morning, AirB&B had the audacity to send me a survey asking what I though of their service and whether I would recommend AirB&B to my friends.
I am thinking long and hard before accepting any guests through AirB&B again but will make it a point of coming down for a get together at Two Buoys on the 20th February and am happy to share my experience with others so hopefully we'll come up with some good strategies on how to protect ourselves from scammers in the future.
Regards,
Melissa
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Christine
Christinea year ago
Also will your review be posted to their profile? I hope so.
Melissa
Melissaa year ago
Apparently because AirB&B have allowed the cancellation neither party will be allowed to provide a review.
Christine
Christinea year ago
Melissa, this is just unbelievable. I, until this stage have been a great supporter of Airbnb so far. I would not accept this ruling by them. I think we all need to stand up against this policy as really, it is only their word against yours. No proof. Does this mean that you earned nothing at all? Even top hotels in ther world would not give a full refund, Yes we should talk about this in February I will be there. Have you brought this up in the Melbourne groups? I am also a member there too. I think you should join that group and open for discussion. Paul is the leader and he recently went to San Francisco for the convention..
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Melissa
Melissaa year ago
Hi Christine,
I will be back and visiting the property on Friday.
Maybe after I assess its state I will be in a better position to comment further.
Interesting times.
Regards,
Melissa
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Christine
Christinea year ago
Unbelievable. No reviews so they can inflicvt their patronage on some other poor host. If you want a coffee on Friday I will be at our house at Dromana preparing for a Saturday arrival
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Melissa
Melissaa year ago
Coffee would be nice:)
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Melissa
Melissaa year ago
How do I find you
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Christine
Christinea year ago
Ring me on (phone number hidden). I have a Nespresso machine here so we can sit and chat on the deck if the weather is fine.
Christine
Christinea year ago
Here's my number again as it was blocked out I have $ inbetween : $ (phone number hidden). I am in contact with Gaye from the Melbourne group who is also a local here so perhaps she may join us too.
Martin J
Martin J a year ago
happy to tall anyime melissa. I have NOT had any contact from airbnb regarding my guests from hell.
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Gail and Brendan
Gail and Brendana year ago
I am currently attempting to get help from Airbnb (quite unsuccessfully) for something else.
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Paul
Paula year ago
Sorry to read about your problems Martin and Melissa. :\
Did you have another Host or someone welcome them in? Always best to have an experienced set of eyeballs on them and taking them through your listing when they arrive.
If they smell a rat, boot them. Was there any damage inflicted to your property that needs remedying? I'd be hammering Airbnb to cover those costs too then if they're going to side with the Guests.
Given they've got 2 Hosts up in arms surely they'll take notice of these people as bad Guests. Hope everything is back to normal.
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Melissa
Melissaa year ago
Hi Paul,
Unfortunately I didn't have anyone around to step in and was away at the time.
There is a lesson in this experience.
After I inspect the place this Friday, I will again approach AirB&B and ask for their assistance.
Regards,
Melissa
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Bronwyn
Bronwyna year ago
Great to see everyone supporting you Martin. There are some interesting guests out there. I encountered one as well earlier this year. Ring the help anytime at Airbnb for advise. I have found them really helpful.
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Melissa
Melissaa year ago
That's good to hear Bronwyn. That's a stark contrast to my experience where AirB&B were most unhelpful - I am yet to hear back from anyone about resolving the problem with scamming guests. Last weekend we finally returned to inspect the property and found the alarm tampered with, disconnected and reset and one bed base with seven broken slats. Thankfully all else was okay. I have yet again requested assistance from the customer service. Still waiting.
Regards,
Melissa
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Martin J
Martin J a year ago
Melissa I have still heard nothing too- the alarm sounds scarey
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Christine
Christinea year ago
Not good enough Airbnb. I suggest you both write to the Chief .
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Gail and Brendan
Gail and Brendana year ago
Airbnb Customer Experience
Re Airbnb Help Centre:
Maybe this will useful for anyone in the group needing direct phone contact. It took a while to get this - initially was given a USA phone number.
Hi Gail,
Our Australia contact number is: (phone number hidden) We try to answer each call within a couple of minutes but aren't always able to. I'm deeply sorry for the lack of prompt communication, certainly we will improve to always be available for our guests and hosts.
Whenever you write us, you should always get a response, I apologize you didn't receive the proper communication. If you go into your inbox and filter your messages by "never/late response"
By replying to these messages, your response rate should improve. Again, I'm sorry for the inconvenience. Thank you for your patience as we work to improve our host and guest experience across all platforms.
Best,
Sarah
www.airbnb.com/help
TO RESPOND TO THIS TICKET, REPLY TO THIS EMAIL
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Bronwyn
Bronwyna year ago
Not trying to stick up for Airbnb but I have found that if you go to HELP, Visit Help Centre, Contact Airbnb, Urgent and call them on the Sydney number you actually speak with someone in a Call Centre O/S. They have always been really helpful with information and resolving issues.
Last guest I had was a lady who was the most difficult I have had so far in all my booking. Airbnb has contacted her to provide education regarding the type of accommodation she booked. I was pleased with the Airbnb response being proactive and backing me as a host that I had given accurate description and this guest was not well informed. Long story, but very stressful. Airbnb was very supportive.
Try this line of help and let me know how you go at the next Meetup. Good luck and remember there is always one out there but I can tell you so many stories of amazing guests and they certainly outweigh the difficult ones. Hope this helps,
Cheers Bronwyn
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Melissa
Melissaa year ago
Bronwyn, Gail and Brendan thank you...
I received no response from the help desk and will log on an look for the phone number. Fingers crossed.
Regards
Melissa
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Bronwyn
Bronwyna year ago
Let us know how you go Melissa!
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Paul
Paula year ago
Hey All,
I call the URGENT number whenever I have ANY issue, large or small. I suggest you do the same.
If things get heavily out of control, I can hook you into the local Airbnb Community team and they can do their best to escalate.
That said, CALL Airbnb on the Sydney number.
(phone number hidden) (remove the $ signs)
SAVE THIS NUMBER FOR A RAINY DAY SO YOU DON'T HAVE TO FIND IT.
Cheers,
Paul
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Bronwyn
Bronwyna year ago
I agree Paul. The Urgent number works for me every time. I hope it worked for you Melissa.
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Gail and Brendan
Gail and Brendana year ago
Not sure why this number is obsure on the Help Centre though or indeed not there until you ask for it? Did i miss something in the Help Centre to be able to access this phone number without having to go through tedious emails selecting from drop down lists that didn't apply to my specific problem?
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Bronwyn
Bronwyna year ago
Hi Gail, I think like all website Airbnb is hoping you will find your answer on their site. Sometimes this is true with generic questions in regards, to payment, photography etc.
The Urgent number is great for getting advice on specific issues to do with a guest. Also use the Sydney number above that Paul has listed.
Cheers Bronwyn
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Melissa
Melissaa year ago
Hi all,
A quick update- thank you Paul for providing the phone number for AirB&B. I have used it and spoke with an operative who was unauthorised to assist with the reversal of their decision to fully refund the troublesome guests, but offered to escalate with colleagues who had the relevant authority.
An urgent response via telephone was requested because this morning
I also received a new booking request for 3 days over this weekend from another prospective guest.
As it currently stands, virtually all income I would have received from this new booking would have been garnished by AirB&B to provide a full refund to the troublesome guests, so I didn't didn't wish to approve the new request before knowing the final outcome of the mediation.
Unfortunately instead of a phone call to further discuss, an email arrived confirming that AirB&B stands by their original decision, the mediation was now concluded and no further discussion would be entered into about this matter.
There are photos AirB&B have based this decision on. One apparently shows a stained doona, which I bought before heading off on holidays. Chances are that the same guests had soiled it, but I have no way of proving it.
I have just declined the new booking request and am thinking about having my property delisted from AirB&B altogether but have promised to sleep on it and see how I feel tomorrow.
Regards,
Melissa
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Melissa
Melissaa year ago
As a footnote to the above...the main reason I didn't immediately delist from AirB&B is because of Bronwyn's wise comment about many more wonderful guests out there for every nasty one...
I am disappointed but at the same time aware that my lack of experience has contributed to this poor result. If I connected with other hosts earlier and, as Paul suggested, had someone there to receive and walk through the property with guests things might have been much better.
I have also learned not to disclose to guests that I am away.
There are many lessons here.
And Martin, you have saved a lot of stress by just refunding these people and moving on.
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Martin J
Martin J a year ago
There are many wonderful guests. Sorry i did not catch you tonight.
Bronwyn
Bronwyna year ago
Great work Melissa. We are all always learning new things from each other. Remain positive and you will find you have many wonderful experiences in the end. Maybe at the Meetup some of the experienced hosts can give you more ideas of what worked for them. Hope to see you there. Good Luck!
www.airbnb.com/groups/content/content-102057
Martin J a year ago
Advice
Friends, I want to share my disappointing experience. There are things I have learnt.
I rent my house out through a few agencies. I have always got great reviews. I have had mostly great experiences with the few times I have rented through airbnb. I have had two unhappy customers in four years. One was because a storm knocked out all of the internet to my street! Most people are very happy with about a third telling me that their expectations were exceeded.
Every time I have used airbnb overseas, it has been terrific.
My last experience with renting through airbnb was awful. I almost did not accept the booking. The customer had joined the day he booked so he had scant information and no reviews. This made me suspicious but he seemed nice and genuine in our to and froing.
Communication was good up to their arrival. Within 30 minutes of arrival, however, they rang to complain about the state of the place. Their version was that the carpets had not been cleaned, the cutlery drawers were a pigsty, the oven filthy, the toilet "so disgusting that she had used a whole can of domestos to fix it and the bedsheets were mouldy ({there is no way we can sleep in these mouldy sheets".
In the course of the conversation, they asked three times for a refund/compensation to make up for it. They told me I should be ashamed to ask what I had asked for.
I have a cleaner that I trust so I was stunned. This house is my home. It feels and looks great. I have travelled a lot so I know what is good and bad. The cleaner had called me from the house to give me a report that morning.
I told the customer that I had had customers check out that morning. I told her that the cleaner had been through the morning. She said "the house has clearly not been cleaned for weeks. You should sack your cleaner".
I contacted the clients that had checked out that morning and they told me the house was very clean In fact they had been so happy with the place, they have booked for next year AND the client's sister is also considering booking a week. These clients are regular clients and they always leave the house in an immaculate state. They also do NO COOKING so the kitchen is always as they arrived!
My cleaner also lives close so I told the customer, I would get her to come straight back. She told me she had already spent two hours cleaning. I was a little incredulous seeing I knew exactly what time they had arrived. I told her that the cleaner would bring fresh sheets around immediately. She said it would not be convenient for the cleaner to come and again tried to ask for money. I said I would return their first night's money.
When my cleaner arrived, lo and behold, not one sheet was mouldy. They in fact revised the story about the sheets and told my cleaner that I was mistaken. They had said ONE SHEET was a little musty. The filthy kitchen turned out to have some breadcrumbs that my cleaner had missed. As for the toilet, there was indeed a can of domsetos but it had not been opened (my cleaner even checked the garbage to see if there was an empty bottle!). My cleaner changed all the sheets anyway and vacuumed for them.
They were incredibly rude to my cleaner and spent the time telling her what an awful dishonest money grubbing host I am. She was flabbergasted. She cleans houses from Portsea to Rosebud and knows what various people charge. She pointed out to them they were in fact getting their money's worth. This then caused them to become even nastier. They told her she was lazy and fat.
My cleaner also discovered they had a dog which we had not agreed to. They told me the dog was just there for two hours as it belonged to a friend. They also asked my cleaner for the key to the cupboard, I leave my personal stuff in. She refused which made them angrier.
At this point, I almost threw them out. It clearly did not feel like this arrangement was working for them or me.
The next day, they called to complain again.
The next communication was to ask for their money again. I told them it would come after check out. I have
They did not respond to my attempts to discuss check out. They had asked for and had been granted a late check out but left earlier than agreed so we missed them.
Ladies and gentlemen, of course, they have left the place as a pigsty. There is makeup on the towels, they moved furniture around, put sand through everything and turned the bathmats black. Nothing is damaged or broken but everything is turned upside down.
I have another regular coming tomorrow so am hoping for a better week.
I am expecting a negative review which I think is unfair. What can I do? I have contacted Airbnb. I did not know about the dispute resolution service and should have used that immediately. Another learning. I am refunding them their first night,
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Rebecca
Rebecca a year ago
Hi Martin,
Sorry to hear about your bad experience. From what you've described, the guests sound like the guests from hell! They obviously have no understanding of what airbnb is all about. It's difficult when people have no reviews, as we've all been new ourselves and with airbnb growing so fast, it seems relatively common (in my limited experience) that people have few verifications and no reviews. I've accepted bookings from guests with no reviews, but mainly because I'm fairly new myself. If they haven't given me any information about their group, I generally ask for some and am starting to become more fussy about who I accept bookings from. I guess one of the things you've learnt and which is probably good advice, is to trust your gut feeling about people.
Apart from what you've done already, the only other things you can probably do are to respond to the review when it arrives and leave your own review for them. If your other reviews have been good and your response to your anticipated negative review is fair and measured, then hopefully people will read between the lines.
Thanks for sharing your experience. It certainly provides food for thought for the rest of us, but sad that you had to go through it. Hopefully this week will be a better week!
Kind regards,
Rebecca
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Christine
Christinea year ago
Hi Martin, I am so sorry to hear this story. Sounds like they had every intention of being pains in the proverbial. My short experience with Airbnb has been fantastic. However, I have noticed that some enquiries recently have come from non verified new members. These have not resulted in bookings and I am not worried as I do prefer verified guests. I think perhaps these clients may have personal issues - and nothing would be good enough. They were after a refund and it may ave nothing to do with your property. I reckon they were trying to get out of the booking
Like 1 reply
Christine
Christinea year ago
Oops , sent before I finished. Airbnb need to be informed of the history of this booking. Look on the positive side that you will never see them again. The customer is not always right. Cheers Chris.
Melissa
Melissaa year ago
Hello Martin,
I am so sorry about your awful experience.
I am afraid that I appear to have the same people currently staying at my place!
My husband and I are currently holidaying overseas and these guests initially appeared very nice and polite but soon showed to be very high maintenance. Before even arriving they tried to avoid paying the service fee, to which I disagreed. Then they tried to arrive several days early, however the place was booked out. Then they requested to stay longer, but we had other plans for the property.
The latest complaint was about the state of cleanliness of the property, which I know was professionally cleaned by the company I know and trust.
Overnight, these guests have sent a very rude email demanding a refund or a reduction in rate stating the place was left dirty, and that I should sack my cleaners ...that they had spent the day cleaning the place! Sounds very familiar to your situation. Their claims cannot be true as the cleaner I regularly use emailed me on the day they arrived, advising me that the previous guests left the place very neat and tidy. The previous guests also had excellent references.
I am now very concerned and haven't replied to the threatening email.
They have also threatened leaving bad reviews.
How do we contact AirB&B and is there anything I can do now. They are meant to be staying until the 8/1/15.
To all other hosts in the area...please, please please, be aware of these people doing the rounds in the area! They have AirB&B identification but no other references, which is not uncommon. They present themselves as an Italian family with 2 pre-teen girls.
I hope other hosts will be spared from the experience Martin and I are enduring.
Regards,
Melissa
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Martin J
Martin J a year ago
Melissa, My guests were an Italian couple with two pre teen girls. Any chance they are the same people or friends of theirs?
They were staying with another couple at my place. His name was Rob. Airbnb have a dispute resolution service, I discovered. They will negotiate with the guests, I have found. Go straight to it and let your guests now you have (i would do that next time).Like
Christine
Christinea year ago
Oh no! Got to be the same people . My house is at Dromana and I will be watching out for any requests like this. We should have a do not rent list to serial offenders.
Like
Martin J
Martin J a year ago
The review process should allow for this. I will never rent to this couple again.
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Peter and Lucy
Peter and Lucya year ago
Very sorry to hear about this and thanks for sharing your stories. We will certainly be on the "lookout" !!! I must admit that I've taken guests without proper verification but will not do this again. I also check their passports or drivers license on the day they arrive. Happy NY! Lucy & Pete
Like 1 like
Sadie
Sadiea year ago
What a terrible experience Martin! I get most of my bookings with Bookings.com and cannot choose who stays. This has always concerned me but it is now clear to me that it can still be a risk with airbnb where you can choose.I have had a couple of tricky ones but nothing like your bad experience....I feel for you and hope you can do something about it all.
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Christine
Christinea year ago
Hi again Martin, I just had an enquiry from a family of four , 'Scala' through Stayz. They have declined as it is too expensive . Is this the same name as yours? Cheers.
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Martin J
Martin J a year ago
no.
Good luck with it!
Like 1 like
Christine
Christinea year ago
Thanks Martin, strange though when they make a booking enquiry and don't know what the price is when it is calculated for them. Am glad they can't afford it so I don't need to worry now!
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Melissa
Melissaa year ago
Christine,
I think you have dodged the bullet. My guests had different names to Martin's, yet the story and the scam were the same.
Regards,
Melissa
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Martin J
Martin J a year ago
Christina and Melissa -uncannily the same. It was almost like they were scripted!
Like 1 like
Melissa
Melissaa year ago
Hi all...as an update about the outcome of AirB&B providing 'mediation' between the scammers and myself.
The AirB&B consultant sent me a number of Internet links pertaining to their refund policies, stated that they are assured that my guests were a genuine family, and that they will be given a full refund against my wishes.
So the scammers got to have a free holiday at my expense.
This morning, AirB&B had the audacity to send me a survey asking what I though of their service and whether I would recommend AirB&B to my friends.
I am thinking long and hard before accepting any guests through AirB&B again but will make it a point of coming down for a get together at Two Buoys on the 20th February and am happy to share my experience with others so hopefully we'll come up with some good strategies on how to protect ourselves from scammers in the future.
Regards,
Melissa
Like 2 replies•1 like
Christine
Christinea year ago
Also will your review be posted to their profile? I hope so.
Melissa
Melissaa year ago
Apparently because AirB&B have allowed the cancellation neither party will be allowed to provide a review.
Christine
Christinea year ago
Melissa, this is just unbelievable. I, until this stage have been a great supporter of Airbnb so far. I would not accept this ruling by them. I think we all need to stand up against this policy as really, it is only their word against yours. No proof. Does this mean that you earned nothing at all? Even top hotels in ther world would not give a full refund, Yes we should talk about this in February I will be there. Have you brought this up in the Melbourne groups? I am also a member there too. I think you should join that group and open for discussion. Paul is the leader and he recently went to San Francisco for the convention..
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Melissa
Melissaa year ago
Hi Christine,
I will be back and visiting the property on Friday.
Maybe after I assess its state I will be in a better position to comment further.
Interesting times.
Regards,
Melissa
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Christine
Christinea year ago
Unbelievable. No reviews so they can inflicvt their patronage on some other poor host. If you want a coffee on Friday I will be at our house at Dromana preparing for a Saturday arrival
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Melissa
Melissaa year ago
Coffee would be nice:)
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Melissa
Melissaa year ago
How do I find you
Like 2 replies•1 like
Christine
Christinea year ago
Ring me on (phone number hidden). I have a Nespresso machine here so we can sit and chat on the deck if the weather is fine.
Christine
Christinea year ago
Here's my number again as it was blocked out I have $ inbetween : $ (phone number hidden). I am in contact with Gaye from the Melbourne group who is also a local here so perhaps she may join us too.
Martin J
Martin J a year ago
happy to tall anyime melissa. I have NOT had any contact from airbnb regarding my guests from hell.
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Gail and Brendan
Gail and Brendana year ago
I am currently attempting to get help from Airbnb (quite unsuccessfully) for something else.
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Paul
Paula year ago
Sorry to read about your problems Martin and Melissa. :\
Did you have another Host or someone welcome them in? Always best to have an experienced set of eyeballs on them and taking them through your listing when they arrive.
If they smell a rat, boot them. Was there any damage inflicted to your property that needs remedying? I'd be hammering Airbnb to cover those costs too then if they're going to side with the Guests.
Given they've got 2 Hosts up in arms surely they'll take notice of these people as bad Guests. Hope everything is back to normal.
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Melissa
Melissaa year ago
Hi Paul,
Unfortunately I didn't have anyone around to step in and was away at the time.
There is a lesson in this experience.
After I inspect the place this Friday, I will again approach AirB&B and ask for their assistance.
Regards,
Melissa
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Bronwyn
Bronwyna year ago
Great to see everyone supporting you Martin. There are some interesting guests out there. I encountered one as well earlier this year. Ring the help anytime at Airbnb for advise. I have found them really helpful.
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Melissa
Melissaa year ago
That's good to hear Bronwyn. That's a stark contrast to my experience where AirB&B were most unhelpful - I am yet to hear back from anyone about resolving the problem with scamming guests. Last weekend we finally returned to inspect the property and found the alarm tampered with, disconnected and reset and one bed base with seven broken slats. Thankfully all else was okay. I have yet again requested assistance from the customer service. Still waiting.
Regards,
Melissa
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Martin J
Martin J a year ago
Melissa I have still heard nothing too- the alarm sounds scarey
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Christine
Christinea year ago
Not good enough Airbnb. I suggest you both write to the Chief .
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Gail and Brendan
Gail and Brendana year ago
Airbnb Customer Experience
Re Airbnb Help Centre:
Maybe this will useful for anyone in the group needing direct phone contact. It took a while to get this - initially was given a USA phone number.
Hi Gail,
Our Australia contact number is: (phone number hidden) We try to answer each call within a couple of minutes but aren't always able to. I'm deeply sorry for the lack of prompt communication, certainly we will improve to always be available for our guests and hosts.
Whenever you write us, you should always get a response, I apologize you didn't receive the proper communication. If you go into your inbox and filter your messages by "never/late response"
By replying to these messages, your response rate should improve. Again, I'm sorry for the inconvenience. Thank you for your patience as we work to improve our host and guest experience across all platforms.
Best,
Sarah
www.airbnb.com/help
TO RESPOND TO THIS TICKET, REPLY TO THIS EMAIL
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Bronwyn
Bronwyna year ago
Not trying to stick up for Airbnb but I have found that if you go to HELP, Visit Help Centre, Contact Airbnb, Urgent and call them on the Sydney number you actually speak with someone in a Call Centre O/S. They have always been really helpful with information and resolving issues.
Last guest I had was a lady who was the most difficult I have had so far in all my booking. Airbnb has contacted her to provide education regarding the type of accommodation she booked. I was pleased with the Airbnb response being proactive and backing me as a host that I had given accurate description and this guest was not well informed. Long story, but very stressful. Airbnb was very supportive.
Try this line of help and let me know how you go at the next Meetup. Good luck and remember there is always one out there but I can tell you so many stories of amazing guests and they certainly outweigh the difficult ones. Hope this helps,
Cheers Bronwyn
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Melissa
Melissaa year ago
Bronwyn, Gail and Brendan thank you...
I received no response from the help desk and will log on an look for the phone number. Fingers crossed.
Regards
Melissa
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Bronwyn
Bronwyna year ago
Let us know how you go Melissa!
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Paul
Paula year ago
Hey All,
I call the URGENT number whenever I have ANY issue, large or small. I suggest you do the same.
If things get heavily out of control, I can hook you into the local Airbnb Community team and they can do their best to escalate.
That said, CALL Airbnb on the Sydney number.
(phone number hidden) (remove the $ signs)
SAVE THIS NUMBER FOR A RAINY DAY SO YOU DON'T HAVE TO FIND IT.
Cheers,
Paul
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Bronwyn
Bronwyna year ago
I agree Paul. The Urgent number works for me every time. I hope it worked for you Melissa.
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Gail and Brendan
Gail and Brendana year ago
Not sure why this number is obsure on the Help Centre though or indeed not there until you ask for it? Did i miss something in the Help Centre to be able to access this phone number without having to go through tedious emails selecting from drop down lists that didn't apply to my specific problem?
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Bronwyn
Bronwyna year ago
Hi Gail, I think like all website Airbnb is hoping you will find your answer on their site. Sometimes this is true with generic questions in regards, to payment, photography etc.
The Urgent number is great for getting advice on specific issues to do with a guest. Also use the Sydney number above that Paul has listed.
Cheers Bronwyn
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Melissa
Melissaa year ago
Hi all,
A quick update- thank you Paul for providing the phone number for AirB&B. I have used it and spoke with an operative who was unauthorised to assist with the reversal of their decision to fully refund the troublesome guests, but offered to escalate with colleagues who had the relevant authority.
An urgent response via telephone was requested because this morning
I also received a new booking request for 3 days over this weekend from another prospective guest.
As it currently stands, virtually all income I would have received from this new booking would have been garnished by AirB&B to provide a full refund to the troublesome guests, so I didn't didn't wish to approve the new request before knowing the final outcome of the mediation.
Unfortunately instead of a phone call to further discuss, an email arrived confirming that AirB&B stands by their original decision, the mediation was now concluded and no further discussion would be entered into about this matter.
There are photos AirB&B have based this decision on. One apparently shows a stained doona, which I bought before heading off on holidays. Chances are that the same guests had soiled it, but I have no way of proving it.
I have just declined the new booking request and am thinking about having my property delisted from AirB&B altogether but have promised to sleep on it and see how I feel tomorrow.
Regards,
Melissa
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Melissa
Melissaa year ago
As a footnote to the above...the main reason I didn't immediately delist from AirB&B is because of Bronwyn's wise comment about many more wonderful guests out there for every nasty one...
I am disappointed but at the same time aware that my lack of experience has contributed to this poor result. If I connected with other hosts earlier and, as Paul suggested, had someone there to receive and walk through the property with guests things might have been much better.
I have also learned not to disclose to guests that I am away.
There are many lessons here.
And Martin, you have saved a lot of stress by just refunding these people and moving on.
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Martin J
Martin J a year ago
There are many wonderful guests. Sorry i did not catch you tonight.
Bronwyn
Bronwyna year ago
Great work Melissa. We are all always learning new things from each other. Remain positive and you will find you have many wonderful experiences in the end. Maybe at the Meetup some of the experienced hosts can give you more ideas of what worked for them. Hope to see you there. Good Luck!