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Post by andrew on Mar 10, 2016 18:28:37 GMT
OK good, thanks for clarifying!
I guess the problem in my case and Queenie's might just be the usual one of guests not reading/preparing properly.
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Post by trafalgar on Mar 10, 2016 20:59:46 GMT
I posted here a few weeks ago about a guest who received completely garbled information from Airbnb's so-called trip itinerary. They showed me a print out map with the wrong location and back-to-front phone number.
They said they got it from a 'Directions' link on the trip itinerary. So, if guests ignore MY written directions (and also fail to make a note of the address and my phone number) this will result in a lost guest. The guest blamed ME for it, I know, because they gave me 3 stars for check-in. Only the second less than 5-star rating for check-in I've ever had. Sure, no big deal, but I'm making sure it never happens again.
I am now asking guests for their email address and sending them a map and full directions, phone numbers - EVERYTHING - and asking them to confirm receipt of the email.
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Post by CC on Mar 11, 2016 20:37:02 GMT
My guests ask me the address 9 times out of 10.
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No Shows
Mar 11, 2016 23:30:12 GMT
via mobile
Post by helgaparis on Mar 11, 2016 23:30:12 GMT
Last night I wanted to send Shannon my directions - CC did you get that, she booked a flight to Paris - as I was in bed already, I found the last confirmation for an upcoming booking, the mail in the new layout. If you click the link to booking confirmation it opens on the phone browser and I saw my directions, that I wrote. I could copy that iand also get it in readable size.
I tell everyone to open the booking confirmation. I repeat my phone number there, it is on the welcome words for insta book and I write it per mail. They all arrive nowadays.
A new thing: my current newbie guest told me, she got a message " Only 6 hours left for booking." That was the pre approval validity but she took it for another potential booking incoming or that she could maybe not book longer. She did that though. But it's nice that they get an automatic kick from the system.
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Post by queenie&ted on Mar 12, 2016 4:05:10 GMT
Update: Airbnb let my no-show do a review! I did call them to ask to have the review removed along with the star ratings as I assum he gave me all ones. Once again, I was told that my request would be escalated to a case manager. The CX was giving me the brush off until I told them the review included the full address that guest went to thinkng it was my house. The guest still insists I live there because how could Airbnb make a mistake like that! humpf Here is the review (I don't know how to insert screen shot) David David Glenn unfortunately I had a bad experience because the hosts never showed up. I parked in the driveway from 530 pm to 730. then I left to check into a motel. while waiting I knocked on doors front and back. I wish they had given me a phone number to call or text. Near midnight the host texted me asking my intentions. after I told them my case, she said I must have had the wrong address. I emailed their address to them 161 Bell st Glastonbury ct. You can see the street view at www.google.com/maps/place/161+Bell+St,+Glastonbury,+CT/@41.7224008,-72.5558453,3a,75y,261.55h,90t/data=!3m7!1e1!3m4!1sv5iZe6j7mQKuHfM064iNLw!2e0!7i13312!8i6656!4b1!4m2!3m1!1s0x0:0x3bf37490753f6f9d!6m1!1e1 david Queenie & Ted Response from Queenie & Ted: Due to an error at Airbnb, David did not receive an itinerary with our address and phone number. As a result, we were looking for him to check-in while he was waiting at the wrong address. The address posted by David, above, is not our address. We are sorry David had this experience as we were looking forward to hosting him. Attachments:Dave Review.docx (250.55 KB)
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Post by High Priestess on Mar 12, 2016 4:31:39 GMT
That's not right -- guests should never be able to do a review for a place they don't stay at.... beside escalating this, I would also just try calling in and starting over with a new CX person and see if you get a better result. WHen I had a review by someone who never stayed at my house the CX was able to remove it right away -- none of this dilly-dallying and "I will escalate it." SOmetimes I wonder if half the CX can't do a darn thing except tell hosts they are being escalated. !!
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Post by High Priestess on Mar 12, 2016 4:34:03 GMT
PS Queenie go look at Helga's post on the Launch Pad hosts board on the CC. She really gave them what for there. I want to reply also -- maybe tomorrow. I let a few other Launch Pad hosts know....
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Post by CC on Mar 12, 2016 5:50:24 GMT
Queenie, that was awesome in its professionalism!
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Post by carolyn on Mar 12, 2016 6:27:44 GMT
Queenie, this is bad! What the heck??! How is Airbnb allowing a review when this person never stayed with you?? And Airbnb's at fault, as is the guest himself since you tried to contact him and he didn't respond. Completely wrong. Keep us posted; we're on your side!
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Post by helgaparis on Mar 12, 2016 12:30:32 GMT
Queenie, a good public answer. Maybe following Deborah's advice, you get a new CS person who will consider that it's way better to remove review and response.
The review was very fast. Did you review them too to trigger it?
I had a lady for a shared room single bed, she made several improbable statements before arrival and showed up a couple. I refused entry to a second personal. They did not approach to closer than half the courtyard away, when they realised that the plan was physically impossible and left. I called CS to say no-show, no-review. The guy was nice but doubtful. He counseled not to review them to not trigger a review. He could not block the review mail beforehand, but conceded, pressed a bit, that he could remove it afterwards. That he would remove it if untruthful, was as a far a concession I could get. The 14 days elapsed without a review.
I would insist to the new CS person that giving the full address is forbidden and they did that deliberately in the intent to cause you problems. Directing potential harm to an unknown person was worse. The person at this address could hold airbnb accountable for damage and interrest if someone looked up his address in a search machine as he may well exerce an honest business there. And may loose clients when they read that he is also hosting under a fake name at that address in such an unreliable manner. Usually, if you speak legalese to them, they think twice about refusing.
I was called a cyberbully today by Jeet - seems that is not worth censoring in the cc ;-))
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Post by High Priestess on Mar 12, 2016 16:13:27 GMT
It's true as Helga says --- AIrbnb prohibits addresses appearing in reviews, and on that basis alone they should remove this review since it violates the terms for reviews -- you can tell them that if they have forgotten. It may not be your address but as Helga points out it is someone's address and that is a problem.
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Post by High Priestess on Mar 12, 2016 21:53:12 GMT
I just had a guest book a reservation, and I asked him if he could see my house manual on his reservation form. He said he could!!! So it seems everything is fine that way -- maybe my two hosts didn't have house manuals, after all.
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Post by Maria Lurdes (Milu) on Mar 12, 2016 22:20:50 GMT
Thanks for asking your guest Deborah! I spent a bit of time on my manual so I'm glad it's still showing up. All my guests this week are VRBO guests so nobody to ask to check for things for a few days.
BTW - it's me, formerly (in more ways than one) SuperhostNYC. Now Milu! I have to find a picture of myself that is utterly gorgeous to post on here. Maybe one from 1987 when I was in my full Guns N' Roses worshiping outfit.
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Post by queenie&ted on Mar 13, 2016 23:52:52 GMT
I did not initiate the review process. This guest was (understandably) irritated that he paid twice for one night's stay and motel/hotels in my area are very expensive. He must have gotten the 'please review host' email from Airbnb. So he reviewed me then I received notification that he had reviewed me and to review him in order to see his comments.
I still have not had a reply from Airbnb about removing his review and what I assume will be a one-star rating. Now I'm on twitter to see if I get a more rapid resolution.
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Post by queenie&ted on Mar 14, 2016 1:25:00 GMT
I soooooo love twitter! Here's the response via email from the case manager:
Katie A., Mar 13, 18:17:
Hey Queenie & Ted,
This is your Case Manager, Katie, here. I did take a look at those reviews and David's is a blatant violation of our Review Guidelines. I will be reaching out to him directly to let him that his review has been removed.
I did also remove yours because David never checked in with you.
Please let me know if you see something different on your listing page so that I can be sure to remedy that.
I also noticed that you were a Superhost with us but haven't yet had the chance to take a weekend for yourselves with Airbnb. I want to help you take some time to relax.
I have a travel voucher worth $200 that is good towards any new reservation. This coupon is good for an entire year so there is no rush to use it.
I am a happy host once again!
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