Post by High Priestess on Apr 24, 2018 15:22:33 GMT
One of the things that hosts hate most about any guest complaint, is when the guest doesn't contact the host first about an issue or problem they are having at the hosts' home, but instead, calls Airbnb to complain. Or when they immediately do both, contact you the host and contact Airbnb at the same time, without giving you any opportunity to first address the problem.
We as hosts find this exceptionally rude and inappropriate. Particularly given that most hosts are very responsive to any guest complaints or needs (you can tell about how responsive a host is from the start when highly responsive hosts respond quickly to initial inquiries by prospective guests), it doesn't make sense for a guest to not contact the host first about a problem, but go directly to Airbnb with a complaint.
Hosts really hate this, and when guests do this, they are likely to earn very low star ratings and end up having problems booking future reservations with other hosts.
Examples from the hosting community of problems created by guests who complain directly to Airbnb without even contacting the host first, or at the same time they contact the host:
We as hosts find this exceptionally rude and inappropriate. Particularly given that most hosts are very responsive to any guest complaints or needs (you can tell about how responsive a host is from the start when highly responsive hosts respond quickly to initial inquiries by prospective guests), it doesn't make sense for a guest to not contact the host first about a problem, but go directly to Airbnb with a complaint.
Hosts really hate this, and when guests do this, they are likely to earn very low star ratings and end up having problems booking future reservations with other hosts.
Examples from the hosting community of problems created by guests who complain directly to Airbnb without even contacting the host first, or at the same time they contact the host:
(1) Guest complained to host and to Airbnb that there was dust in the room. Host came and cleaned the room a 2nd time, paying close attention to dusting all surfaces and light fixtures, walls, windows etc until guest approved of the setting.Host ended up having to spend more time communicating with both guest and Airbnb over a trivial issue. Easy to fix -- why did Airbnb have to be called?
(2) Guest noticed a smell of gas in the unit, and called Airbnb but not the host. Why not call the host? Airbnb then contacted the host. It turned out the smell of gas was being caused by a stove burner which had been left slightly on. Once the burner was shut off, the gas smell dissipated within one hour. However, the guest did not show any willingness to work with the host, and simply demanded to be able to cancel the reservation with a full refund. Airbnb not only allowed them to do that, but shut down the hosts' listing, stating that until the host could prove that there was no gas leak in the unit, they would not be able to list this listing. EVen though the gas smell was not caused by a gas leak, but only by a burner left on, Airbnb now required the host to have a gas utility company or plumbing company come over and check the situation, and Airbnb told host the listing could not be re-listed until the host provided a gas utility company's report and/or invoice from a plumbing company written on their letterhead.
(2) Guest noticed a smell of gas in the unit, and called Airbnb but not the host. Why not call the host? Airbnb then contacted the host. It turned out the smell of gas was being caused by a stove burner which had been left slightly on. Once the burner was shut off, the gas smell dissipated within one hour. However, the guest did not show any willingness to work with the host, and simply demanded to be able to cancel the reservation with a full refund. Airbnb not only allowed them to do that, but shut down the hosts' listing, stating that until the host could prove that there was no gas leak in the unit, they would not be able to list this listing. EVen though the gas smell was not caused by a gas leak, but only by a burner left on, Airbnb now required the host to have a gas utility company or plumbing company come over and check the situation, and Airbnb told host the listing could not be re-listed until the host provided a gas utility company's report and/or invoice from a plumbing company written on their letterhead.