Post by High Priestess on May 28, 2016 16:31:00 GMT
Salvia shared in Anecdotes Jan 2014
www.airbnb.com/groups/content/content-91312
Poor host in CH
I myself had only some minor issues so far where I had to involve CS and Response and Resolution times were really good and things were sorted out okay. But now there was a big article in two big CH newspapers (tagesanzeiger and Berner Zeitung) about a badly treated host where airbnb sided totally with the guest, leaving the host out of communication AND banned her from the platform. Only when a Journalist questioned her case with them they agreed to pay her the cancellation fees she was entiteld to because the guests cancelled a longstay reservation for a whole apartment on very short notice. It was difficult to tell whose "fault" it was that lead to the cancellation but it was basically about a disagreenent about extra payment for bringing a full time Nanny along which was not agreed upon booking. Although she had 5 star reviews on her record and even guests agitated for her she stayed banned because " she created a bad Customer experience and damaged the reputation of airbnb." Tja... What do we learn from it...
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Jeanne
Jeanne2 years ago
I had bad experience too. I love being a airbnb guest but it's more difficult to be a host. One of my guests didn't pay the second night at my place. Reason: he closed the door of his room without checking if the cat is still in it. Althoug I tell every guest that they have to. The cat needs to go out "for business". Sadely the cat used the bed as a bathroom. The guest checked out without telling me and informed me 12 hours later about the cat-mess. Airbnb punished me and supported the guest. Even I didn't do a fault. I love being a host and luckily I have five stars. But I see Airbnb through different eyes now.
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Julie and Eric
Julie and Eric2 years ago
As a cat owner I sympathize, however guests will very rarely follow every rule or guideline in a private room or shared space listing because they forget - it's a lot to remember and being in a new place adds to the guest's confusion. These kinds of things are to be expected. Did you not find the cat's mess in the room after the guest checked out? Also, Airbnb supports hosts who can show that they've informed the guests about these types of things in advance of the booking, so if letting the cat out of the bedroom is vital, I'd recommend you adding it to the house rules.
Jeanne
Jeanne2 years ago
thank you for your comment
Julie and Eric
Julie and Eric2 years ago
What I've learned from Airbnb horror stories and host complaints is that it typically has something to do with the host's lack of knowledge about how the site works, their expectation not being in line with the terms of use for the site, they don't use common sense, or they have unreasonable terms.
Not knowing the particulars about the CH host you mentioned (can't find an article), I can tell you that the poor host EJ whose apartment was trashed by guests - the one that caused Airbnb to declare their $1M host guarantee - admits she did not verify them. Cory Tschogl had a squatter - she didn't verify the guest or have them sign a lease, and she put herself at risk by taking a long-term guest. A recent example is a host whose property was burglarized by a guest that was not verified. Another was upset that the guest left a bad review because she didn't read the listing, but has one of the longest listings I've ever seen. There are many more, and they tend to say the same thing - in retrospect, I should have checked my guest out better and stuck with my gut.
Taking all the precautions won't prevent bad guests, and Airbnb may not back us up even if we do, but hosts have to take responsibility for our actions (or inaction). For starters, we can make our listings bulletproof against guest claims/issues, and we can verify every guest.
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Jeanne
Jeanne2 years ago
here is the link about the CH host: mobile2.tagesanzeiger.ch/articles/545fb69d87da8b6dce000001
Reply Like 1 reply
Julie and Eric
Julie and Eric2 years ago
Thanks!
Salvia
Salvia2 years ago
Regarding my quoted story and others I agree that there are always two sides of a coin. What strikes and upsets me is when the host is excluded from any further information (at all or for hours) about a case. And if it comes stating false (like in Ernest"s Post) information/claims of hosts (or guests) in the Record which leads to decisions than decisions are very hard to comprehend for me.
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Juliet and Ed
Juliet and Ed2 years ago
Hi Salvia, This is not really about your issue, I just have a little request for you! I see you are a frequent contributor to these groups, and you have been helpful in many ways. I am just wondering why you don't have a photo of yourself. Would love to see who you are! Would that be possible? Thanks.
Reply Like 1 reply•1 like
Julie and Eric
Julie and Eric2 years ago
That's odd - I was thinking the same thing at about the same time. "It's like talking to a map."
Salvia
Salvia2 years ago
I am totally aware of the fact that this is quite odd as we talk about trust and transparenty all the time. But I am SUCH a burnt child regarding providing personal Data and ESPECIALLY. photos that I only do what is absolutely necessary. And I prefer not to have a fake foto or one that is alienated. I am thankful that I was permitted to join this (and other ) Forums without having one. Thanks for that and to all of you for your understanding and tolerance.
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Salvia
Salvia2 years ago
Autsch! I don't want to be talking map and could maybe find something more sympathetic but still with a personal Connection to me ( maybe a photo of a sage plant? That is related to my name and one of my passions). Will have a look.
Reply Like 1 reply
Juliet and Ed
Juliet and Ed2 years ago
How about getting someone to take a photo of you that doesn't show TOO much of your face, sort of a side view with you looking down? (For those of us who are curious.)
Susan
Susan2 years ago
I thought Salvia is famous (maybe a TV chef?) and she doesn't want to be recognized here ;-)
Reply Like 7 replies•1 like
Salvia
Salvia2 years ago
Smile, actually I would really like to do that and guests have suggested I should use my skills. Maybe I should rethink my career....( But they also stated I would make a great child care person or a dominatrix or a landscape gardener. It is really interesting how different people perceive you sometimes)
Julie and Eric
Julie and Eric2 years ago
NOW we know why her photo isn't here, you little dominatrix, you! PS I was joking about talking to a map - it's a play on the phrase "like talking to a wall."
Susan
Susan2 years ago
Haha... Nice how that threat evolves ...
Julie and Eric
Julie and Eric2 years ago
"Nice how that threat evolves" - ?
Susan
Susan2 years ago
I mean not only purely business as usual.
Salvia
Salvia2 years ago
Well, as we are flexible regarding themes anyway in this forum I think/hope it is okay to divert a bit from the original topic and let in a sense of humour in our comments . julie&Eric: many thanks for explaining the pun to me. I like to pick-up on English phrases, expressions and while reading posts I am constantly checking my Mobile Dictionary to be sure to understand properly but of course you don't find everything in a book. But usually I get the tone and what you mean in your nice and humorous comments correctly- e.g. Like in the Post about German Bedding and the " lovebridge".... LOL! P.S. To add the final touch to the dominatrix comment made by a guest: he made that a couple of days after check-in while having a glass and chat with me. He was referring to my check-in/ House Tour and said that the look I gave him when explaining that I would be "not amused" to find my expensive knives in the dishwasher gave him this Association. (Thank God that he did not feel that I am psycho.... hihi)
Julie and Eric
Julie and Eric2 years ago
Ha! Yes, and to think I'd already owned a lovebridge without knowing it. I wanted to put that in my listing but didn't want to give guests any ideas that they already didn't have.
Susan
Susan2 years ago
Well, Salvia (the herb) is good in the garden and in the kitchen (and curing throat problems) ... and I really learn a lot from your comments and suggestions here. - Have just read the article mentioned above. The CH case interesting. I would not charge extra for a laundry machine or the access for a nanny that would apparently just come for the day. That sounds really greedy, especially when the host makes thousands of CHFr. - And lucky we have out groups! I post a question and five minutes later get replies and advises! Host heaven!
Reply Like 2 replies
Susan
Susan2 years ago
Sorry, Salvia, hope you don't get me wrong..... my husbands family is Italian.... so it came to me.... and you mentioned you do cooking sessions with your hosts and have written a cooking book?
Salvia
Salvia2 years ago
No,no, there is no need to apologize! I felt indeed a little flattered by your comment and assumption! (And I also really had to smile about the other guests's comments about my possible skills.) Yes, I do cooking Sessions or dinner invitations or (seldom) cook at peoples' home but just hand out the recipies to my guests afterwards. One of my favourite Films is "Babettes Fest" or "Babettes Feast". AMAZING to see how people open up and relax their minds and souls when sharing and enjoying a good meal (and company) together. I love to create special moments.
www.airbnb.com/groups/content/content-91312
Poor host in CH
I myself had only some minor issues so far where I had to involve CS and Response and Resolution times were really good and things were sorted out okay. But now there was a big article in two big CH newspapers (tagesanzeiger and Berner Zeitung) about a badly treated host where airbnb sided totally with the guest, leaving the host out of communication AND banned her from the platform. Only when a Journalist questioned her case with them they agreed to pay her the cancellation fees she was entiteld to because the guests cancelled a longstay reservation for a whole apartment on very short notice. It was difficult to tell whose "fault" it was that lead to the cancellation but it was basically about a disagreenent about extra payment for bringing a full time Nanny along which was not agreed upon booking. Although she had 5 star reviews on her record and even guests agitated for her she stayed banned because " she created a bad Customer experience and damaged the reputation of airbnb." Tja... What do we learn from it...
9 comments
Follow
Like
Jeanne
Jeanne2 years ago
I had bad experience too. I love being a airbnb guest but it's more difficult to be a host. One of my guests didn't pay the second night at my place. Reason: he closed the door of his room without checking if the cat is still in it. Althoug I tell every guest that they have to. The cat needs to go out "for business". Sadely the cat used the bed as a bathroom. The guest checked out without telling me and informed me 12 hours later about the cat-mess. Airbnb punished me and supported the guest. Even I didn't do a fault. I love being a host and luckily I have five stars. But I see Airbnb through different eyes now.
Reply Like 2 replies•1 like
Julie and Eric
Julie and Eric2 years ago
As a cat owner I sympathize, however guests will very rarely follow every rule or guideline in a private room or shared space listing because they forget - it's a lot to remember and being in a new place adds to the guest's confusion. These kinds of things are to be expected. Did you not find the cat's mess in the room after the guest checked out? Also, Airbnb supports hosts who can show that they've informed the guests about these types of things in advance of the booking, so if letting the cat out of the bedroom is vital, I'd recommend you adding it to the house rules.
Jeanne
Jeanne2 years ago
thank you for your comment
Julie and Eric
Julie and Eric2 years ago
What I've learned from Airbnb horror stories and host complaints is that it typically has something to do with the host's lack of knowledge about how the site works, their expectation not being in line with the terms of use for the site, they don't use common sense, or they have unreasonable terms.
Not knowing the particulars about the CH host you mentioned (can't find an article), I can tell you that the poor host EJ whose apartment was trashed by guests - the one that caused Airbnb to declare their $1M host guarantee - admits she did not verify them. Cory Tschogl had a squatter - she didn't verify the guest or have them sign a lease, and she put herself at risk by taking a long-term guest. A recent example is a host whose property was burglarized by a guest that was not verified. Another was upset that the guest left a bad review because she didn't read the listing, but has one of the longest listings I've ever seen. There are many more, and they tend to say the same thing - in retrospect, I should have checked my guest out better and stuck with my gut.
Taking all the precautions won't prevent bad guests, and Airbnb may not back us up even if we do, but hosts have to take responsibility for our actions (or inaction). For starters, we can make our listings bulletproof against guest claims/issues, and we can verify every guest.
Reply Like 1 like
Jeanne
Jeanne2 years ago
here is the link about the CH host: mobile2.tagesanzeiger.ch/articles/545fb69d87da8b6dce000001
Reply Like 1 reply
Julie and Eric
Julie and Eric2 years ago
Thanks!
Salvia
Salvia2 years ago
Regarding my quoted story and others I agree that there are always two sides of a coin. What strikes and upsets me is when the host is excluded from any further information (at all or for hours) about a case. And if it comes stating false (like in Ernest"s Post) information/claims of hosts (or guests) in the Record which leads to decisions than decisions are very hard to comprehend for me.
Reply Like
Juliet and Ed
Juliet and Ed2 years ago
Hi Salvia, This is not really about your issue, I just have a little request for you! I see you are a frequent contributor to these groups, and you have been helpful in many ways. I am just wondering why you don't have a photo of yourself. Would love to see who you are! Would that be possible? Thanks.
Reply Like 1 reply•1 like
Julie and Eric
Julie and Eric2 years ago
That's odd - I was thinking the same thing at about the same time. "It's like talking to a map."
Salvia
Salvia2 years ago
I am totally aware of the fact that this is quite odd as we talk about trust and transparenty all the time. But I am SUCH a burnt child regarding providing personal Data and ESPECIALLY. photos that I only do what is absolutely necessary. And I prefer not to have a fake foto or one that is alienated. I am thankful that I was permitted to join this (and other ) Forums without having one. Thanks for that and to all of you for your understanding and tolerance.
Reply Like
Salvia
Salvia2 years ago
Autsch! I don't want to be talking map and could maybe find something more sympathetic but still with a personal Connection to me ( maybe a photo of a sage plant? That is related to my name and one of my passions). Will have a look.
Reply Like 1 reply
Juliet and Ed
Juliet and Ed2 years ago
How about getting someone to take a photo of you that doesn't show TOO much of your face, sort of a side view with you looking down? (For those of us who are curious.)
Susan
Susan2 years ago
I thought Salvia is famous (maybe a TV chef?) and she doesn't want to be recognized here ;-)
Reply Like 7 replies•1 like
Salvia
Salvia2 years ago
Smile, actually I would really like to do that and guests have suggested I should use my skills. Maybe I should rethink my career....( But they also stated I would make a great child care person or a dominatrix or a landscape gardener. It is really interesting how different people perceive you sometimes)
Julie and Eric
Julie and Eric2 years ago
NOW we know why her photo isn't here, you little dominatrix, you! PS I was joking about talking to a map - it's a play on the phrase "like talking to a wall."
Susan
Susan2 years ago
Haha... Nice how that threat evolves ...
Julie and Eric
Julie and Eric2 years ago
"Nice how that threat evolves" - ?
Susan
Susan2 years ago
I mean not only purely business as usual.
Salvia
Salvia2 years ago
Well, as we are flexible regarding themes anyway in this forum I think/hope it is okay to divert a bit from the original topic and let in a sense of humour in our comments .
julie&Eric: many thanks for explaining the pun to me. I like to pick-up on English phrases, expressions and while reading posts I am constantly checking my Mobile Dictionary to be sure to understand properly but of course you don't find everything in a book. But usually I get the tone and what you mean in your nice and humorous comments correctly- e.g. Like in the Post about German Bedding and the " lovebridge".... LOL! P.S. To add the final touch to the dominatrix comment made by a guest: he made that a couple of days after check-in while having a glass and chat with me. He was referring to my check-in/ House Tour and said that the look I gave him when explaining that I would be "not amused" to find my expensive knives in the dishwasher gave him this Association. (Thank God that he did not feel that I am psycho.... hihi)Julie and Eric
Julie and Eric2 years ago
Ha! Yes, and to think I'd already owned a lovebridge without knowing it. I wanted to put that in my listing but didn't want to give guests any ideas that they already didn't have.
Susan
Susan2 years ago
Well, Salvia (the herb) is good in the garden and in the kitchen (and curing throat problems) ... and I really learn a lot from your comments and suggestions here. - Have just read the article mentioned above. The CH case interesting. I would not charge extra for a laundry machine or the access for a nanny that would apparently just come for the day. That sounds really greedy, especially when the host makes thousands of CHFr. - And lucky we have out groups! I post a question and five minutes later get replies and advises! Host heaven!
Reply Like 2 replies
Susan
Susan2 years ago
Sorry, Salvia, hope you don't get me wrong..... my husbands family is Italian.... so it came to me.... and you mentioned you do cooking sessions with your hosts and have written a cooking book?
Salvia
Salvia2 years ago
No,no, there is no need to apologize! I felt indeed a little flattered by your comment and assumption! (And I also really had to smile about the other guests's comments about my possible skills.) Yes, I do cooking Sessions or dinner invitations or (seldom) cook at peoples' home but just hand out the recipies to my guests afterwards. One of my favourite Films is "Babettes Fest" or "Babettes Feast". AMAZING to see how people open up and relax their minds and souls when sharing and enjoying a good meal (and company) together. I love to create special moments.