Airbnb's list of acceptable reasons to cancel an IB

Aloha Sadie,

Earlier this month I had exactly the opposite.

A local HOST IB, three days later wrote via the Airbnb message feed that he had just read the house rules, and was it true that they had to "SHARE" a bathroom, and was their individual coffee pots in the room, or just in the main kitchen?

I responded back, that as a host, and that I had taken so much time to explain my listings completely, WE HOSTS count on our guests reading the house rules, as well as it being an airbnb requirement.  

Mr Grumpy Host, wrote "Was it too late to cancel with full refund?"

I wrote back, that yes it was, as his not reading the house rules did not qualify for such.

He replied he'd see me on the 26th (Reservation was for 27-29th) since they could not afford to loose any money.

I rang airbnb, told them it was certainly not a good match, they could see the message feed that he had waited days later until after the booking to read the house rules, and I'm not comfortable for my other guest's enjoyment to have a guest who clearly was not happy to be in the home.

Airbnb informed me, IF he did not cancel, then I could and would and receive the host cancellation slap on my account.

I wrote back to the host, asked him to cancel the reservation, and I would make sure he would receive 100% of his room charges refunded.

He did, and I did such.

Three days later, I messaged him how much I appreciated his simple 'Thank You", and I thanked him for cancelling the reservation.

I was not surprised that he did not respond.

What a convoluted mess that Customer Service Reps are not on the same page.

When a guest, and a HOST, no less,  clearly states they Did NOT read the house rules prior to booking, how inappropriate, as well as against airbnb rules is that?

Whatever, It was my decision that he was NOT staying here, and it was certainly worth refunding my anticipated $ to not allow them to bring their unpleasant energy into the home.

Of course I had no problem booking the rooms, but the experience and outcome was certainly not what I expected when all could be followed in the message feed.

Glad it worked for you, but sure sucks that we are under the mercy of whatever customer service rep we are connected with and their decision.

I probably could have requested it be bumped up to Case Management, but since the Ahole has to drive past my house every time he drives home, I just wanted it to end, not have to worry about dealing with such a guest who was clearly unhappy, and especially a local.

With much aloha,
Rhonda

Aloha Deborah,

That didn't work for me with the Wacko Guest from Hell which I documented all the house rules she had broken.

They kept suggesting I do not cancel, as I would forfeit the reservation revenue which was over 2 grand.

They never sent an email regarding this guest has no right to re-enter the property, the conversation, their decision, thus the reservation stands, as they tried to reach out to her via phone and email with no response.  But notes are in her account that the reservation is termed something with an F word, which was greater than 4 letters long, but couldn't get her to repeat the word as I was taking notes and case numbers.

Whatever, tis my suspicion she's locked up in the psych ward for the required 72 hours and they've taken away her cell phones and ipad, and any communication outside the ward.

One advantage of living on an island, we all know one another when it comes to knowing who to call in law enforcement if necessary.

Airbnb didn't get it, that I feel quite confident that she shall attempt to return once she realizes she is not due a refund, but the gate code has been changed, and she wouldn't be able to enter the property anyway.

They did state that was a good thing to do....Ya Think?



 

Deborah,
I don't know if you remember the newspaper article you posted of the lady bought some house in NY, that was featured in a movie the movie family lived in for the story.
Anyway, they closed her down after much remodeling, due to the fact she had locking doors on the bedrooms which was a potential fire hazard.
I printed that article out if needed to show my guests why they don't have locking doors when they are away.
Never had to, but I'd have to replace all hardware, as mine are all matching from AU and no longer available.
They do have locks when you are inside, but only CC could host a guest who locked himself in his own bedroom, and it was surely her fault.
I do rank that story high on my list of the joys of hosting.
I also feel that I'm sharing every flippin thing I have with my guests; am constantly shopping for more enjoyment or replacement and repairs; thus IF they think for one moment that I give a rats ass what they have, or my property is unsafe, then don't stay.
I made DO NOT ENTER door hangers since my guests broke all the ones I had stolen from hotels where it was stated in every language.
No body bothers putting them on the outside of their door.
But I do wonder about the locks being a potential fire code.....my husband once left to go to doctor in Spain.  Locked the door since I was planning to rest and read.
Got up, absolutely no way to exit the home as there were bars on every window.
Thus, just because the door is locked, one would not know if there was another guest in the room.
If my memory serves me correctly, she was licensed as a Bed and Breakfast.  Most of us have no need or desire to provide such.
I'm still attempting to deal with this 'lock' issue.
I finally figured out the gate after 3 years.  I no longer issue remote controls for their ease and playing with like it's the newest toy on the market, messing up the electronics of the gate, forgetting them in their rental car.  NOT following directions, a total nightmare.
Nobody gets one, and now it's interesting who arrives late and can't figure out where the gate code box is that I've explained in my rules and directions, along with the code.
Working splendidly, current guest I made walk back and do it on her own, no more being polite and helping, no more wondering how many of the house rules they've read, and best of all, no more replacing remote controls.
I've brought home different interior locks that I figured no one could mess up, but took them all back upon application, as I found out......Oh Yes they Could!
I'd be interested in hearing your thoughts on the Fire Code with locking guest doors.
With much aloha,
Rhonda

Okay, here are my thoughts on the fire code and locking guest doors --

(1)It's unlikely that the New York City government people will go to Hawaii where you are, or California where I am, to bust us for having a lock on a guest door. And I think NYC is more persnickety on this as well as on many other issues having to do with renting. Our own local governments -- generally have more to do than make a fuss over a lock on a door that the guest really appreciates because they can secure their belongings. For instance, in my area I dont' know of a single city that has laws prohibiting locks on bedroom doors. Perhaps there are some small towns where the government has too little to do and will make a hullaballoo over this -- okay just dont' let them in your house.

(2) As far as fire code and egress -- if you are concerned about it from the fire egress perspective, then realize -- there's nothing about having a lock on a door that would create a fire safety/egress problem. At least the standard kind of lock like a push button lock on a door handle. Because with that kind of lock, you open the door the same way whether or not the door is locked or not locked. The handle turns either way. So there's absolutely no egress issue being created by the door locks. (Which is part of why I think it's nuts for any government to prohibit such locks on doors -- they aren't obstructing egress, they are adding to the renter's security!)

Not reading the house rules means: not reading and expressing the opinion that the rules should not apply to them or that they plan to break them.
Not reading and expressing extreme displeasure at being made aware of the rules would not qualify.
Sometimes I get guests, like a girl recently, who did not smoke and as an Asian is used to take off her shoes insise. Apart from that she broke every house rule repeatedly in 2 nights. Maybe I'll write a review in that sense. Nice girl though.