Post by High Priestess on Dec 5, 2015 5:27:17 GMT
See this story about a host who had to evict a guest, on the new community forums:
community.airbnb.com/t5/Responsible-Hosting/Difficult-Guest-and-Security-Bond-Dramas/m-p/6124#U6124
Rayva shared Dec 4 2015:
I recently had to evict a guest that had a totally different way of living. He slept between 5pm-midnight woke to prepare meals for the next day after 12am, washed his clothes at 1 am (despite signs saying laundry out of bounds between 9.00pm and 8am, he moved my furniture out of the room to accommodate his own. He left his pots to soak in the sink and my saucepans were often inburnt curry. He ordered other guests to stop talking while he slept and one guest moved out because he had the ordacity to tell her that she speaks to loud on her phone and would she mind going outside. He turned up the temp on our airconditioning whilst the temp was 40% outdoors. Needless to say we had much dramas for the 2 months he stayed. I asked him to leave but because he couldnt find suitable accommodation similar to the value he was getting with me he stayed. In that time he damaged my bedroom door which we only discovered when he finally moved out. He had 2 more months remaining but we were forced to call the police and have him evicted. He damaged the bedroom door when leaving so I applied for the security bond.
Straight forward I thought except they gave me only 48 hours to respond documentally for a quote on the repair ......only get this, I called service persons to come out and quote me. I finally get a booking for a quote next week except; hold on its not being done in the 48 hour criteria, due to no fault of my own the application to get reimbursed is cancelled. Although I did email them that I could'nt get a service person in because we are in the first week of Christmas and everyone was busy, I was sent an email from the escalated management team to say that your claim unfortunately has been canceled due to you not submitting documents within the 48 hour criteria. ...................How can you do that when there are external elements preventing you to do so?
?
Did I mention that apparently I sent this guest a predjudice and racist txt to his phone, they sent me a copy of that message so I took it to my lawyer and asked him if he could detect any tone of predjudice and racism in the message; his response was; "Im not sure what they mean!!!!" "No I can definately say this would be laughed out of court"......why does she say this? you might ask yourselves....before the case was closed I got from the customer service panel; emails of repremand about my racist txt and they focused more on the txt rather than the initial damage to my door. So Im wasting my time responding to these alleged allegations and surprise surprise the matter was closed!!!!!....so I dont get my reimbursement and I still have a hole in the door and as far as Im concerned this guest has gotten away scott free! where is the justice.....Oh by the way, I've only been with them for 2 years and my reviews have been all positive, but one rotten egg has spoiled my run of good luck....
Just doing a whinge because customer service is not listening
Airbnb need to revise their policies and conditions because this sucks that their focus is more on the offender rather than the offended. If a guest has to be evicted by the law then that ought to be a red flag to any organisation., and yet he is still listed as a guest!!!!!
Salvia
Rayva, I hear your pain and fully understand your frustration! They only accept a cost estimate in writing for repair? What if it is a weekend? It is OFTEN impossible to get the damage inspected within 48 hrs PLUS an estimate in writing! If that is the only acceptable way than we need more time to produce that!
Rayva
We are in the busiest time of the year and I booked 3 people from 3 different organisations and the first available is Monday and called him yesterday to confirm his appointment and I explained to him I need a written quote. He said he only gives verbal quotes and one the job is done he will give me a reciept for the job he's done!!!!!!!!!!!!!!!!!......well that doesnt solve my immediate problem with documentation criteria, now I have to wait for the next available.....which is next Wednesday...............so I am now stuck!!!!!!
By the way I did let the customer service now via email and resolution centre know; this is the case; but the matter is still closed I would have to go through the whole proceedure to reapply again for a claim!!!!.....is this security Bond policy set up for fairness??....in my view whats the point of having one if its virtually impossible to obtain???....this really needs to be reviewed and there needs to be a better system in place to protect the hosts property and well being. When a guest comes under the radar how is he/she monitored on going?......I didnt leave a review on this guest as I know he would leave a negetive review for me and I have only positive reviews in my favor, why would I want to damage my history by allowing one rotten egg to bring down everything I've worked so hard at building up?....look at my history and look at his!!!!!....work it out customer service!!!!.....seriously 73/2 ratio and you guys focus on an alleged violation.......and I quote:
Sanaz Z., Nov 30, 10:33:
Hello Rayva,
Thank you for your response. I have attached a screenshot of the message that was sent to Vinay that violates our Terms of Service.
We understand that you may have incurred a number of difficulties with this guest, but we ask all members of the Airbnb community to treat one another with respect and to avoid use of inappropriate language.
Please let me know if you have any additional questions or concerns.
Sincerely,
Sanaz Z.
www.airbnb.com/help
Attachment(s)
Text message 1.png
........unquote!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! seriously, this text message is in violation as opposed to the hole in my door, the fact the dude was turfed out by the police and he left my room and house in utter chaos???!!!!!!!!!!!......................not to mention he's still texting me for imaginary items that he claims he left behind and apparently we have taken!!!!!!!!......unbelievable Airbnb that you would disregard my positive reviews from other guests over a person thats only used Airbnb twice me being the second person. Have I not recieved the 5 star
highlight image
HIGHLIGHT
Great communication reviews
You've improved your communication rating by getting all 5-star reviews this month!
See Reviews
highlight image
HIGHLIGHT
5-star review!
Was exceptional responce for my short notice i was able to head straight over an check in ...was great for me.
Profile Picturetrish · your guest 18 days ago
See Reviews
Remember you can always track your progress in the dashboard.
Until next month!
AirbnbThe Airbnb Team
2015-12-03 22:33:06 +0000
.......unquote
I must be doing something right to be getting recognition for Great communication reviews???!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Come on Airbnb, treat me like a valued customer!!!!! dont throw me to the kerb!!!!!!!
Disgruntled and put off
Deborah:
Hi @rayva
This situation sounds exceptionally frustrating. I can only imagine how upsetting it would all be. From what you say of this guest, I think it would actually have been best for all concerned to have either evicted him or asked Airbnb to "rehome" him, very early in his stay. It's not a good idea to put up with a guest who is causing serious problems, such as causing other guests to have to leave because he is harassing them. Take care of these things early and efficiently, and get bad guests out very quickly, is the advice of many quite experienced hosts.
I agree that the 48 hr limit is inadequate --I am familiar with the business of home repairs and maintenance, and I know that it is generally not possible to get someone to give you an estimate for damage wtihin 48 hrs if you call say on a Friday afternoon. In my area it can sometimes take 4-6 days for someone to come for such an appointment -- and it is quite possible to make an appointment with a repairman who fails to show up! So Airbnb needs to be fair and take these kinds of things into account. In the future, if you are not able to get a repair estimate in the allotted time, simply submit to Airbnb a claim for the replacement cost rather than the repair cost. Usually you can find the cost of a new item online, in a few minutes, which is a lot faster than having to wait for a repair person to come to your home to do an estimate. This at least gets the ball rolling on the claim, and you can amend the amount later if you get an estimate later.
I was unable to view your text message that you sent to the guest, as when I clicked on the link I got a message that said that I was not authorized to see the file. So if you want to share that here, a screengrab might be the best option.
community.airbnb.com/t5/Responsible-Hosting/Difficult-Guest-and-Security-Bond-Dramas/m-p/6124#U6124
Rayva shared Dec 4 2015:
I recently had to evict a guest that had a totally different way of living. He slept between 5pm-midnight woke to prepare meals for the next day after 12am, washed his clothes at 1 am (despite signs saying laundry out of bounds between 9.00pm and 8am, he moved my furniture out of the room to accommodate his own. He left his pots to soak in the sink and my saucepans were often inburnt curry. He ordered other guests to stop talking while he slept and one guest moved out because he had the ordacity to tell her that she speaks to loud on her phone and would she mind going outside. He turned up the temp on our airconditioning whilst the temp was 40% outdoors. Needless to say we had much dramas for the 2 months he stayed. I asked him to leave but because he couldnt find suitable accommodation similar to the value he was getting with me he stayed. In that time he damaged my bedroom door which we only discovered when he finally moved out. He had 2 more months remaining but we were forced to call the police and have him evicted. He damaged the bedroom door when leaving so I applied for the security bond.
Straight forward I thought except they gave me only 48 hours to respond documentally for a quote on the repair ......only get this, I called service persons to come out and quote me. I finally get a booking for a quote next week except; hold on its not being done in the 48 hour criteria, due to no fault of my own the application to get reimbursed is cancelled. Although I did email them that I could'nt get a service person in because we are in the first week of Christmas and everyone was busy, I was sent an email from the escalated management team to say that your claim unfortunately has been canceled due to you not submitting documents within the 48 hour criteria. ...................How can you do that when there are external elements preventing you to do so?
?Did I mention that apparently I sent this guest a predjudice and racist txt to his phone, they sent me a copy of that message so I took it to my lawyer and asked him if he could detect any tone of predjudice and racism in the message; his response was; "Im not sure what they mean!!!!" "No I can definately say this would be laughed out of court"......why does she say this? you might ask yourselves....before the case was closed I got from the customer service panel; emails of repremand about my racist txt and they focused more on the txt rather than the initial damage to my door. So Im wasting my time responding to these alleged allegations and surprise surprise the matter was closed!!!!!....so I dont get my reimbursement and I still have a hole in the door and as far as Im concerned this guest has gotten away scott free! where is the justice.....Oh by the way, I've only been with them for 2 years and my reviews have been all positive, but one rotten egg has spoiled my run of good luck....
Just doing a whinge because customer service is not listening
Airbnb need to revise their policies and conditions because this sucks that their focus is more on the offender rather than the offended. If a guest has to be evicted by the law then that ought to be a red flag to any organisation., and yet he is still listed as a guest!!!!!
Salvia
Rayva, I hear your pain and fully understand your frustration! They only accept a cost estimate in writing for repair? What if it is a weekend? It is OFTEN impossible to get the damage inspected within 48 hrs PLUS an estimate in writing! If that is the only acceptable way than we need more time to produce that!
Rayva
We are in the busiest time of the year and I booked 3 people from 3 different organisations and the first available is Monday and called him yesterday to confirm his appointment and I explained to him I need a written quote. He said he only gives verbal quotes and one the job is done he will give me a reciept for the job he's done!!!!!!!!!!!!!!!!!......well that doesnt solve my immediate problem with documentation criteria, now I have to wait for the next available.....which is next Wednesday...............so I am now stuck!!!!!!
By the way I did let the customer service now via email and resolution centre know; this is the case; but the matter is still closed I would have to go through the whole proceedure to reapply again for a claim!!!!.....is this security Bond policy set up for fairness??....in my view whats the point of having one if its virtually impossible to obtain???....this really needs to be reviewed and there needs to be a better system in place to protect the hosts property and well being. When a guest comes under the radar how is he/she monitored on going?......I didnt leave a review on this guest as I know he would leave a negetive review for me and I have only positive reviews in my favor, why would I want to damage my history by allowing one rotten egg to bring down everything I've worked so hard at building up?....look at my history and look at his!!!!!....work it out customer service!!!!.....seriously 73/2 ratio and you guys focus on an alleged violation.......and I quote:
Sanaz Z., Nov 30, 10:33:
Hello Rayva,
Thank you for your response. I have attached a screenshot of the message that was sent to Vinay that violates our Terms of Service.
We understand that you may have incurred a number of difficulties with this guest, but we ask all members of the Airbnb community to treat one another with respect and to avoid use of inappropriate language.
Please let me know if you have any additional questions or concerns.
Sincerely,
Sanaz Z.
www.airbnb.com/help
Attachment(s)
Text message 1.png
........unquote!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! seriously, this text message is in violation as opposed to the hole in my door, the fact the dude was turfed out by the police and he left my room and house in utter chaos?
??!!!!!!!!!!!......................not to mention he's still texting me for imaginary items that he claims he left behind and apparently we have taken!!!!!!!!......unbelievable Airbnb that you would disregard my positive reviews from other guests over a person thats only used Airbnb twice me being the second person. Have I not recieved the 5 star highlight image
HIGHLIGHT
Great communication reviews
You've improved your communication rating by getting all 5-star reviews this month!
See Reviews
highlight image
HIGHLIGHT
5-star review!
Was exceptional responce for my short notice i was able to head straight over an check in ...was great for me.
Profile Picturetrish · your guest 18 days ago
See Reviews
Remember you can always track your progress in the dashboard.
Until next month!
AirbnbThe Airbnb Team
2015-12-03 22:33:06 +0000
.......unquote
I must be doing something right to be getting recognition for Great communication reviews???!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Come on Airbnb, treat me like a valued customer!!!!! dont throw me to the kerb!!!!!!!
Disgruntled and put off
Deborah:
Hi @rayva
This situation sounds exceptionally frustrating. I can only imagine how upsetting it would all be. From what you say of this guest, I think it would actually have been best for all concerned to have either evicted him or asked Airbnb to "rehome" him, very early in his stay. It's not a good idea to put up with a guest who is causing serious problems, such as causing other guests to have to leave because he is harassing them. Take care of these things early and efficiently, and get bad guests out very quickly, is the advice of many quite experienced hosts.
I agree that the 48 hr limit is inadequate --I am familiar with the business of home repairs and maintenance, and I know that it is generally not possible to get someone to give you an estimate for damage wtihin 48 hrs if you call say on a Friday afternoon. In my area it can sometimes take 4-6 days for someone to come for such an appointment -- and it is quite possible to make an appointment with a repairman who fails to show up! So Airbnb needs to be fair and take these kinds of things into account. In the future, if you are not able to get a repair estimate in the allotted time, simply submit to Airbnb a claim for the replacement cost rather than the repair cost. Usually you can find the cost of a new item online, in a few minutes, which is a lot faster than having to wait for a repair person to come to your home to do an estimate. This at least gets the ball rolling on the claim, and you can amend the amount later if you get an estimate later.
I was unable to view your text message that you sent to the guest, as when I clicked on the link I got a message that said that I was not authorized to see the file. So if you want to share that here, a screengrab might be the best option.