Post by High Priestess on May 30, 2016 0:06:07 GMT
Amy shared on Anecdotes Jan 2015
www.airbnb.com/groups/content/content-101745
First bad guest
I was contacted by a male 23y grad student via another site I list on. I had been trolling for more inquiries but then directing those hits to Airbnb to set up a profile and verification and book. He actually showed up at my front door, having found my place based on my photos and the general location Airbnb gives. He had his sister and her baby with him so it didn't seem threatening. He was an Eagle Scout, lifeguard, and grad student.... Made his profile and verified. Was excited to come back when the semester started. So he moved in and I got the first payout with no trouble. A month later, I got an email from Airbnb notifying that his payment had declined and he'd have 24h to complete another form of payment or they would cancel the reservation. The next day, an email saying payment had completed and my payout was submitted to my bank.
Month 3- another email that his pmt declined and a 24-h warning. The next day Abnb canceled the reservation. When they canceled: all inbox messaging was inaccessible, the original confirmation/contract was inaccessible, and his contact info was inaccessible. He was still in my home- but his hours were so unconventional I didn't see him often. It took several days to talk to him, and he seemed surprised and said he had not gotten any emails from Abnb. Came back and said he found the email and sent payment.
Abnb continued to say they couldn't get hold of him by telephone or email and he had not paid. The missed pmt date was Oct 23, and on Nov 11 and 14 the Abnb rep continued to say that no one would answer his phone or email and they didn't have any payments.
December 14 ish, I got an email from Abnb saying they were able to get a payment from him on Nov 11 and would issue a $505 payout to my bank. The payout is been expecting from Oct 23 had been $587, though. In addition, now the Nov 23 payment was missing as well. My guest continued to insist that his bank account showed a $600 debit paid to Abnb. The reservation was still canceled and thus all my evidence of a contract inaccessible.
The original reservation ended on Dec 19 and the student did pack up and leave for home that day. I asked him to settle with me cash the final $600, but he slipped out without any further communication. As well, Abnb has not answered my last communications dates Dec 15, 19 and 20.
The student left his room trashed-- two full cans of trash, one can he'd provided. He'd taken some of my artwork down and hung his own--- and accidentally left behind his framed recognition of his Eagle award by the Congress. Also forgot his nice clock/thermometer and his toiletries in the bathroom. My kids do the room cleanings and so my son was going to sort out recyclables from his trash; my son discovered that the plastic and glass containers in the trash were all full of urine!
The glass in my picture frame was broken, the finish on my tabletop was ruined, and a sculpture my grandfather bought while living in Europe was damaged from being knocked off its ledge.
My last contact to Abnb was never answered. Should Abnb not honor the host agreement that I can claim damage to my property? What about never being paid and yet not able to pursue through local courts because the guest info and reservation are inaccessible?
27 comments•3 likes
Follow
Like
Gail
Nathalie
Telma Louise
Gail
Gaila year ago
Wow. Did you call Airbnb? Or just deal with them through email? I think I would have escalated it much quicker. I may have even contacted the police.
Reply Like 1 like
Tracy
Tracya year ago
OH my goodness what a nightmare. I hope some more experienced folks can respond to you, but I'd say that you need to speak to a senior manager and have documentation -it's technically beyond the claim time (48hrs) but they didn't respond to you which is not your fault! I'm so sorry - what a mess.
Reply Like
Amy
Amya year ago
I've had several phone calls and many emails with 3 or 4 different Abnb reps.... Mostly they tell me they can't payout any more money because that's all they got from him. They won't acknowledge whether the guest paid them $600 nor did they explain why my payout was $505 instead of $587. Nor have they responded to my request for the access to guest info, ID, or reservation contract.
Reply Like
Amy
Amya year ago
Gail- the police couldn't help because I would have had to file for eviction which means I needed his ID and our reservation contract which Abnb has hidden from me.
Reply Like
Nic and Rach
Nic and Racha year ago
You seems to be really doing well, However, I noticed and read that you do not have a house rule that your guests needs to adhere. I dont think Airbnb will be able to cover or pay any loss or damages in your property since you do not have a police report and paper work to prove. I am not sure about your pay out to me that is a mystery and a very complex matter. as far as communication with Airbnb rep you mentioned that your communication thread with Airbnb has disappeared.. ? hmm... I dont know what to tell you other than. Pray and hoping that Airbnb will be able to extend the host guaranty in your behalf.
Reply Like
Rebecca
Rebeccaa year ago
This is a shocking story. I know that Airbnb "management" leave a lot to be desired but this is outrageous. I suggest you take it right to the top - email Chip Conley. The email is just his name with a dot and the usual airbnb address.
Seriously. It is clear that there is a major problem with middle management at Airbnb. The customer support staff are either clueless or without authority. There is nothing in between. Take it right to the top. There should be no need to 'pray' or 'hope'. Airbnb have been extremely unprofessional in this case and they need to be told. Don't hold back! They make millions from the hard work of us hosts. We built this company just as much as they did so don't take any crap from them!
Reply Like 5 likes
Terence
Terencea year ago
I think the moral of this story is not to accept long term bookings. I am not keen on long term bookings as based upon past experience there will be issues. Air Bnb works best on short term bookings, of course the downside is the workload, but I would sooner have the workload than the potential damage. Also with short term bookings, you just get the best bit, the honeymoon period, long term bookings are like a marriage and 50% of those end in divorce!
I would be inclined to just get on with it learn the lesson and don't accept bookings beyond four weeks. You may otherwise drive yourself nuts trying to seek recompense, live and learn as the saying goes!
Reply Like 2 replies•1 like
Rebecca
Rebeccaa year ago
I agree that Airbnb is not ideal for long-term bookings. But I think the real moral of this story is how badly they have dealt with the situation. It's unacceptable. Please let us know how things turn out, Amy.
Amy
Amya year ago
I have been doing long term bookings the entire time I've hosted, which includes several years before learning of Airbnb. Most of my guests have been a minimum month. I'm in an ideal location for students and interns. I've had a mother and her child for 20 months. It is much more rare for me to have a guest for a week or less, but I do get them when I have gaps between students. Nothing like this has ever happened before. My very first guests ever, a couple of young men interning in ministry at a church, were my worst so far, way back in 2010. I had to ask them to leave and keep their deposit plus charge $200 more (they did at least pay!) My real issue here is that Airbnb has made it impossible for me to pursue this legally.
Salvia
Salviaa year ago
Expired or overdrawn Credit cards often cause problems as far as I have read in forums. I had an issue myself with a payment of a longterm booking, received the same warning email like you but was lucky that I got hold of my (annoyed) guest right away. Of course that happened before a weekend so it took him four days to sort this out. I did not execute the option to cancel the booking from my side because he gave me money for four days ahead in cash as a deposit and I gave it back to him after he completed the payment through the System. My guest received several warning Mails and earlier than I did. But I would not be surprised if your guest has not received one. The sad thing is that CX has often failed to come back to hosts or guests regarding issues and the site and technical Infrastructure is suffering from bugs. But not responding to you (any more), even ignoring your claim for information is unacceptable! Reach out to Chip Conley! And I keep my fingers crossed as well that you will experience some Fairness or compensation through the host guarantee.
Reply Like
Amy
Amya year ago
You know, my 2nd Airbnb guest was a man moving cross country to work for Airbnb. I was his first stop/host. I'll try this Chip Conley. I was never given a choice to cancel this guest. Airbnb did it, barring my access to the guest records which left me unable to pursue legal action. I really wish I had a copy of his ID because all I know is that his name is Sam Smith. Not much help there.
Reply Like
Trudy
Trudya year ago
I always write down on paper all my guest info the minute they booked. I also write down their "real email", not the temporary airbnb email, if they correspont with that. When you book into a hotel they always want your drivers license and /or passport #. So why not ask for that? You can also write down their car license#.......Hotels do....
Reply Like 2 replies•3 likes
Gail
Gaila year ago
I think this is an excellent suggestion - I do keep a Excel spreadsheet of all my guests info. But if someone is staying for over a month I would ask for a copy of their driver's license.
Salvia
Salviaa year ago
I do Screen Shorts via my iPhone , quicker and easier for me.
Rick
Ricka year ago
Although I'm sorry about your problems with this guest, I'm a little incredulous about how you could have a person in your house for 3 months & not know what's going on with them!!??!! Did you not once stick your head inside the bedroom door & say: "hey bud, this place needs to be shoveled out every week or so"....OR..."umm...time to do laundry, don't ya think?"....OR..."i'll send in one of the kids to help you sort this clutter"...Are you so overwhelmed with this big house & all these children? (7?? I can't imagine)....& your other room rentals, that you can't keep track of everything?? If so, perhaps you'd better re think this hosting thing....
Sorry to sound harsh, but you have no house rules...no structure....If "everyone is family" as you say...then treat them like your family...make them clean up & be considerate....or clean up after them...you set the standards here!
Another host suggested that you take cash from them in a dispute & return it (only if) the whole thing is resolved by airbnb....this is a good policy...Otherwise, it's your way or the highway---urine bottles & all....
Your house, your rules....
Reply Like 2 replies•2 likes
Amy
Amya year ago
Actually this is the weird thing. I wanted to ask him for cash but Abnb insisted I not do that- to have him send Pay to them so they could reinstate his reservation. They took over a month to acknowledge the debit from his bank account and then still didn't reinstate the reservation. The kid was doing his laundry, and even completely cleaned his room and usually had his door open. He helped my husband and sons with a gig, and I helped him get a job when his payment had not gone through. He told me he'd give me cash and then forget. He was an Eagle Scout so I was trusting. Plus I have a son on his shoes that is struggling financially as a student- I had to bail him out several thousand this semester. The focus of this whole story is really on the failure of Abnb. This kid contacted me via a CL ad, came to my house to meet me and brought his sister, and I insisted he go through Abnb to rent my room because that way my calendars and records are all in one place, plus my guests can benefit from the concierge if something isn't right, and I have the safety system Abnb set up. Yet when this happened Abnb didn't help. They removed the ID and reservation I'd need to get an eviction from the Sheriff. They removed all the inbox messages and reservation confirmation I'd need for small claims court. They told me not to accept cash because it goes against my contract with Abnb. They told me he had to pay them. When he did, they didn't give me the money for over a month--- and despite his sending $600, which normally left me a payout of $587, they sent me $505 and won't explain how they came to that figure. What's the point of my letting Abnb take a cut of all my rent monies if they don't follow through with disputes? I kept a $100 deposit that specifically said was to ensure I got my keys back, and it would all be forfeited if I didn't, due to the trouble and expense of re-keying my home... Which I do when I have no idea who has access to my key! But twice my guests lost my keys, and Abnb would not just give me the key deposit money-- oh no, I had to get receipts from my lost keys and estimates from a locksmith etc. I do the locks myself which is why it is only $100-- a locksmith would be $200. So I'm mostly frustrated that the Safety systems Abnb boasts are all false. Each of us needs to take our safety into our own hands. And I'm still considering whether the advertising is worth the % of each listing. Because now I realize that is pretty much all I'm getting from Abnb-- a pretty webpage. My CL hits will no longer go through Abnb. I'm not referring new guests to Abnb anymore. I do still benefit from the short term fill ins when my rooms are empty-- my last terms all left by Dec 20 and next terms don't arrive until Jan 3, but I got a handful of 1, 2, 4, 7 night guests that provided me some spending and travel money for Cmas. Be aware as long as you have good guests you're ok but have a back up plan for the bad guest. Because Abnb doesn't.
Amy
Amya year ago
FTR my payouts totaled over $14,000 this year so I'm not stupid or a newbie.
Bernard
Bernarda year ago
Hum this tend to prove that Airbnb is great when hosts are great but once there is trouble there's nobody out there.... Hosts are taking a lot of risks. You can have 10 great guests but the 11th may ruin all the previous...
Reply Like 1 like
Margo
Margoa year ago
It is a shame Airbnb does not allow hosts to collect deposit directly from guests. Collecting deposit from guests will solved a lot of problems and now when you need Airbnb the most, they are not there. This is horrible story and it reflects badly on Airbnb. I personally have over all good experiences with Airbnb customer service even though a minor issue was ignored and emails were not answered. However stories like this make one doubt. Amy, did you try to contact Airbnb via their fib page? Try it. Sorry it happened to you.
Reply Like 2 replies
Amy
Amya year ago
Margo, I used their contact function on their help page, then I used Twitter. Twitter works to get a reply pretty quick- although it's still 24 hours or more. Like I said, I have a string of emails with Abnb representatives but they are not responding to my requests for the booking and guest info, and they are not explaining the payout. Here's one: Kennedy A., Dec 12 12:14: Hi Amy, Kennedy here again with a payout update. We were able to successfully charge Sam's card back on November 11. A payout to you for $505 is pending to your payout pending. You should receive this in 3-5 business days. Although this reservation is cancelled in our system for non-payment, Sam's check out date was scheduled for December 19. I want to make myself available to you next week, should you need support during his check out. Happy holidays! Kennedy A. www.airbnb.com/help
Gail
Gaila year ago
Yes, Facebook and Twitter messages - where others see your posts - often get a response from them.
Amy
Amya year ago
My last contact from Abnb Steven, Dec 16 14:44:
Hi Amy,
I hope this message finds you well. My name is Steven and I will be assisting while my colleague is out of the office.
I wanted to inform you that your reservation remains canceled because we have not received your guest's full payment for the outstanding balance. We have only received a full payment for the first 60 nights, and a partial payment for the 3rd month, which is the amount that is set to be released today to you in the amount of $505 USD.
We are unable to reinstate your reservation or pay any additional amounts until your guest pays the full outstanding balance, and we have unfortunately not received a response regarding the outstanding balance. If your guest is able to pay the remaining balance, we can issue an additional payout to you and reinstate your account. Your reservation was canceled on the 22nd of October when the initial payment issue occurred.
I hope this provides some clarification to your concerns, and please do not hesitate to contact us if you have additional questions or concerns.
Best regards,
Steven
www.airbnb.com/help
Reply Like
Amy
Amya year ago
Those are the communications that are in my email.There were more in a help center thread that I could access on my dashboard, but since they changed the dashboard I can no longer find a way to get to the help message thread I had.
Reply Like
Margo
Margoa year ago
I am very disappointed to hear that, it can happen to any host and if Airbnb are not supporting hosts in case of crisis hosts case of crisis it is scary. I still think you should send them a message via fib and be persistent; you can get support from Airbnb fb community. did you wrote to Chip Conley?
Reply Like 1 reply•1 like
Amy
Amya year ago
I did, and he wrote back that he was traveling and copied to the CX team to see who could help. And I haven't heard from anyone.
Bernard
Bernarda year ago
The fact is that the rules established by Airbnb to have a chance to be reimbursed by the famous insurance are too strong. You're supposed to call the police. If your guest break something in your house you won't call the police for that... Maybe in some countries but in Belgium if you disturb them for things like that you're in trouble...
Reply Like 1 like
Gail
Gaila year ago
That is why I said - in the very first message in this thread - that I would have called the police.
Reply Like 2 replies
Bernard
Bernarda year ago
Maybe in the US you can do that but in Belgium you cannot call the police for things like that. They won't appreciate to be requested because one of your "client" scratched your table, broke something.
Amy
Amya year ago
Our police would come and then leave after finding out that I hadn't file eviction papers. They won't remove a person that you allowed into your house unless you are in imminent danger of harm. For me to file eviction notice with the court, I would have had to show that we had an agreement in place and he was in default. I actually did have the print out of the reservation confirmation- but I made the mistake of giving my only copy to the guest, with the payment agreement circled. Of course then he didn't give it back, so I have nothing- unless Abnb chooses to release it back to me.
Gail
Gaila year ago
How would a hotel remove someone from their premise who hadn't paid? Airbnb's behavior in this situation is very disturbing. I have been saying it for months: Airbnb cares not one bit for hosts. They only care about guests.
Reply Like 1 reply
Bernard
Bernarda year ago
In fact they care for their bizness and this means everything should look great, like hosts and guests are a big family so they can increase the amount of réservations trhough the site and increase the amount of commissions. So, yes thay act a little bit like Ponce Pilate, you know, the guy who washed his hands
Margo
Margoa year ago
it is indeed very disturbing!
Reply Like
Margo
Margoa year ago
Amy, did you wrote to Chip Conley??? I still believe posting on FB and asking for an answer from Aibnb rep can help you.
Reply Like
Margo
Margoa year ago
Gail, good question. I hope someone know the answer.
Reply Like
Amy
Amya year ago
There is some resolution. I am so glad y'all suggested emailing Chip Conley; I have no doubt that quickened the resolution. I was sent an email explaining once again everything I already knew, but adding a little detail, and then that they were making a "one time exception" and issuing the payout remaining ($623). I wrote back:
I appreciate the payment, but there is a primary issue with what happened to my access to the reservation when Airbnb initiated the cancellation. I could have pursued getting payment from my guest- but you're email reminded me that collecting payments outside of your system is against policy, or my host contract with you. At the same time, I'm dealing with removing a guest whose ID, reservation agreement, and contact info has been restricted from my access. You left me in an impossible situation. There has to be a review of the processes.
And they wrote back:
Thank you very much for your feedback. When a guest has an outstanding balance due their account is suspended from Airbnb. For this reason, you were unable to contact them directly through Airbnb. I have made note of this issue per your request, and again your feedback is appreciated. I am confident that you will have more enjoyable experiences in the future with us.
Reply Like
Salvia
Salviaa year ago
Hope dies last... Amy, I really, really wish that this comes true and that you will receive some lovely and enjoyable guests now.
Reply Like
Gail
Gaila year ago
HomeAway/VRBO. For long-term guest stays I think HomeAway is superior because it gives the host more control. Airbnb makes short, two-night stays easy, but with stays like yours - of much longer duration - you might want to look into HomeAway.
Reply Like
Amy
Amya year ago
Thanks, Gail! I'll look into it. Salvia, thanks for your best wishes. I've actually already had 6 guests since he moved out Dec 19. I just really hope Abnb has this issue on the white board.
Reply Like
Salvia
Salviaa year ago
Thumbs up and fingers crossed, Amy!
www.airbnb.com/groups/content/content-101745
First bad guest
I was contacted by a male 23y grad student via another site I list on. I had been trolling for more inquiries but then directing those hits to Airbnb to set up a profile and verification and book. He actually showed up at my front door, having found my place based on my photos and the general location Airbnb gives. He had his sister and her baby with him so it didn't seem threatening. He was an Eagle Scout, lifeguard, and grad student.... Made his profile and verified. Was excited to come back when the semester started. So he moved in and I got the first payout with no trouble. A month later, I got an email from Airbnb notifying that his payment had declined and he'd have 24h to complete another form of payment or they would cancel the reservation. The next day, an email saying payment had completed and my payout was submitted to my bank.
Month 3- another email that his pmt declined and a 24-h warning. The next day Abnb canceled the reservation. When they canceled: all inbox messaging was inaccessible, the original confirmation/contract was inaccessible, and his contact info was inaccessible. He was still in my home- but his hours were so unconventional I didn't see him often. It took several days to talk to him, and he seemed surprised and said he had not gotten any emails from Abnb. Came back and said he found the email and sent payment.
Abnb continued to say they couldn't get hold of him by telephone or email and he had not paid. The missed pmt date was Oct 23, and on Nov 11 and 14 the Abnb rep continued to say that no one would answer his phone or email and they didn't have any payments.
December 14 ish, I got an email from Abnb saying they were able to get a payment from him on Nov 11 and would issue a $505 payout to my bank. The payout is been expecting from Oct 23 had been $587, though. In addition, now the Nov 23 payment was missing as well. My guest continued to insist that his bank account showed a $600 debit paid to Abnb. The reservation was still canceled and thus all my evidence of a contract inaccessible.
The original reservation ended on Dec 19 and the student did pack up and leave for home that day. I asked him to settle with me cash the final $600, but he slipped out without any further communication. As well, Abnb has not answered my last communications dates Dec 15, 19 and 20.
The student left his room trashed-- two full cans of trash, one can he'd provided. He'd taken some of my artwork down and hung his own--- and accidentally left behind his framed recognition of his Eagle award by the Congress. Also forgot his nice clock/thermometer and his toiletries in the bathroom. My kids do the room cleanings and so my son was going to sort out recyclables from his trash; my son discovered that the plastic and glass containers in the trash were all full of urine!
The glass in my picture frame was broken, the finish on my tabletop was ruined, and a sculpture my grandfather bought while living in Europe was damaged from being knocked off its ledge.
My last contact to Abnb was never answered. Should Abnb not honor the host agreement that I can claim damage to my property? What about never being paid and yet not able to pursue through local courts because the guest info and reservation are inaccessible?
27 comments•3 likes
Follow
Like
Gail
Nathalie
Telma Louise
Gail
Gaila year ago
Wow. Did you call Airbnb? Or just deal with them through email? I think I would have escalated it much quicker. I may have even contacted the police.
Reply Like 1 like
Tracy
Tracya year ago
OH my goodness what a nightmare. I hope some more experienced folks can respond to you, but I'd say that you need to speak to a senior manager and have documentation -it's technically beyond the claim time (48hrs) but they didn't respond to you which is not your fault! I'm so sorry - what a mess.
Reply Like
Amy
Amya year ago
I've had several phone calls and many emails with 3 or 4 different Abnb reps.... Mostly they tell me they can't payout any more money because that's all they got from him. They won't acknowledge whether the guest paid them $600 nor did they explain why my payout was $505 instead of $587. Nor have they responded to my request for the access to guest info, ID, or reservation contract.
Reply Like
Amy
Amya year ago
Gail- the police couldn't help because I would have had to file for eviction which means I needed his ID and our reservation contract which Abnb has hidden from me.
Reply Like
Nic and Rach
Nic and Racha year ago
You seems to be really doing well, However, I noticed and read that you do not have a house rule that your guests needs to adhere. I dont think Airbnb will be able to cover or pay any loss or damages in your property since you do not have a police report and paper work to prove. I am not sure about your pay out to me that is a mystery and a very complex matter. as far as communication with Airbnb rep you mentioned that your communication thread with Airbnb has disappeared.. ? hmm... I dont know what to tell you other than. Pray and hoping that Airbnb will be able to extend the host guaranty in your behalf.
Reply Like
Rebecca
Rebeccaa year ago
This is a shocking story. I know that Airbnb "management" leave a lot to be desired but this is outrageous. I suggest you take it right to the top - email Chip Conley. The email is just his name with a dot and the usual airbnb address.
Seriously. It is clear that there is a major problem with middle management at Airbnb. The customer support staff are either clueless or without authority. There is nothing in between. Take it right to the top. There should be no need to 'pray' or 'hope'. Airbnb have been extremely unprofessional in this case and they need to be told. Don't hold back! They make millions from the hard work of us hosts. We built this company just as much as they did so don't take any crap from them!
Reply Like 5 likes
Terence
Terencea year ago
I think the moral of this story is not to accept long term bookings. I am not keen on long term bookings as based upon past experience there will be issues. Air Bnb works best on short term bookings, of course the downside is the workload, but I would sooner have the workload than the potential damage. Also with short term bookings, you just get the best bit, the honeymoon period, long term bookings are like a marriage and 50% of those end in divorce!
I would be inclined to just get on with it learn the lesson and don't accept bookings beyond four weeks. You may otherwise drive yourself nuts trying to seek recompense, live and learn as the saying goes!
Reply Like 2 replies•1 like
Rebecca
Rebeccaa year ago
I agree that Airbnb is not ideal for long-term bookings. But I think the real moral of this story is how badly they have dealt with the situation. It's unacceptable. Please let us know how things turn out, Amy.
Amy
Amya year ago
I have been doing long term bookings the entire time I've hosted, which includes several years before learning of Airbnb. Most of my guests have been a minimum month. I'm in an ideal location for students and interns. I've had a mother and her child for 20 months. It is much more rare for me to have a guest for a week or less, but I do get them when I have gaps between students. Nothing like this has ever happened before. My very first guests ever, a couple of young men interning in ministry at a church, were my worst so far, way back in 2010. I had to ask them to leave and keep their deposit plus charge $200 more (they did at least pay!) My real issue here is that Airbnb has made it impossible for me to pursue this legally.
Salvia
Salviaa year ago
Expired or overdrawn Credit cards often cause problems as far as I have read in forums. I had an issue myself with a payment of a longterm booking, received the same warning email like you but was lucky that I got hold of my (annoyed) guest right away. Of course that happened before a weekend so it took him four days to sort this out. I did not execute the option to cancel the booking from my side because he gave me money for four days ahead in cash as a deposit and I gave it back to him after he completed the payment through the System. My guest received several warning Mails and earlier than I did. But I would not be surprised if your guest has not received one. The sad thing is that CX has often failed to come back to hosts or guests regarding issues and the site and technical Infrastructure is suffering from bugs. But not responding to you (any more), even ignoring your claim for information is unacceptable! Reach out to Chip Conley! And I keep my fingers crossed as well that you will experience some Fairness or compensation through the host guarantee.
Reply Like
Amy
Amya year ago
You know, my 2nd Airbnb guest was a man moving cross country to work for Airbnb. I was his first stop/host. I'll try this Chip Conley. I was never given a choice to cancel this guest. Airbnb did it, barring my access to the guest records which left me unable to pursue legal action. I really wish I had a copy of his ID because all I know is that his name is Sam Smith. Not much help there.
Reply Like
Trudy
Trudya year ago
I always write down on paper all my guest info the minute they booked. I also write down their "real email", not the temporary airbnb email, if they correspont with that. When you book into a hotel they always want your drivers license and /or passport #. So why not ask for that? You can also write down their car license#.......Hotels do....
Reply Like 2 replies•3 likes
Gail
Gaila year ago
I think this is an excellent suggestion - I do keep a Excel spreadsheet of all my guests info. But if someone is staying for over a month I would ask for a copy of their driver's license.
Salvia
Salviaa year ago
I do Screen Shorts via my iPhone , quicker and easier for me.
Rick
Ricka year ago
Although I'm sorry about your problems with this guest, I'm a little incredulous about how you could have a person in your house for 3 months & not know what's going on with them!!??!! Did you not once stick your head inside the bedroom door & say: "hey bud, this place needs to be shoveled out every week or so"....OR..."umm...time to do laundry, don't ya think?"....OR..."i'll send in one of the kids to help you sort this clutter"...Are you so overwhelmed with this big house & all these children? (7?? I can't imagine)....& your other room rentals, that you can't keep track of everything?? If so, perhaps you'd better re think this hosting thing....
Sorry to sound harsh, but you have no house rules...no structure....If "everyone is family" as you say...then treat them like your family...make them clean up & be considerate....or clean up after them...you set the standards here!
Another host suggested that you take cash from them in a dispute & return it (only if) the whole thing is resolved by airbnb....this is a good policy...Otherwise, it's your way or the highway---urine bottles & all....
Your house, your rules....
Reply Like 2 replies•2 likes
Amy
Amya year ago
Actually this is the weird thing. I wanted to ask him for cash but Abnb insisted I not do that- to have him send Pay to them so they could reinstate his reservation. They took over a month to acknowledge the debit from his bank account and then still didn't reinstate the reservation. The kid was doing his laundry, and even completely cleaned his room and usually had his door open. He helped my husband and sons with a gig, and I helped him get a job when his payment had not gone through. He told me he'd give me cash and then forget. He was an Eagle Scout so I was trusting. Plus I have a son on his shoes that is struggling financially as a student- I had to bail him out several thousand this semester. The focus of this whole story is really on the failure of Abnb. This kid contacted me via a CL ad, came to my house to meet me and brought his sister, and I insisted he go through Abnb to rent my room because that way my calendars and records are all in one place, plus my guests can benefit from the concierge if something isn't right, and I have the safety system Abnb set up. Yet when this happened Abnb didn't help. They removed the ID and reservation I'd need to get an eviction from the Sheriff. They removed all the inbox messages and reservation confirmation I'd need for small claims court. They told me not to accept cash because it goes against my contract with Abnb. They told me he had to pay them. When he did, they didn't give me the money for over a month--- and despite his sending $600, which normally left me a payout of $587, they sent me $505 and won't explain how they came to that figure. What's the point of my letting Abnb take a cut of all my rent monies if they don't follow through with disputes? I kept a $100 deposit that specifically said was to ensure I got my keys back, and it would all be forfeited if I didn't, due to the trouble and expense of re-keying my home... Which I do when I have no idea who has access to my key! But twice my guests lost my keys, and Abnb would not just give me the key deposit money-- oh no, I had to get receipts from my lost keys and estimates from a locksmith etc. I do the locks myself which is why it is only $100-- a locksmith would be $200. So I'm mostly frustrated that the Safety systems Abnb boasts are all false. Each of us needs to take our safety into our own hands. And I'm still considering whether the advertising is worth the % of each listing. Because now I realize that is pretty much all I'm getting from Abnb-- a pretty webpage. My CL hits will no longer go through Abnb. I'm not referring new guests to Abnb anymore. I do still benefit from the short term fill ins when my rooms are empty-- my last terms all left by Dec 20 and next terms don't arrive until Jan 3, but I got a handful of 1, 2, 4, 7 night guests that provided me some spending and travel money for Cmas. Be aware as long as you have good guests you're ok but have a back up plan for the bad guest. Because Abnb doesn't.
Amy
Amya year ago
FTR my payouts totaled over $14,000 this year so I'm not stupid or a newbie.
Bernard
Bernarda year ago
Hum this tend to prove that Airbnb is great when hosts are great but once there is trouble there's nobody out there.... Hosts are taking a lot of risks. You can have 10 great guests but the 11th may ruin all the previous...
Reply Like 1 like
Margo
Margoa year ago
It is a shame Airbnb does not allow hosts to collect deposit directly from guests. Collecting deposit from guests will solved a lot of problems and now when you need Airbnb the most, they are not there. This is horrible story and it reflects badly on Airbnb. I personally have over all good experiences with Airbnb customer service even though a minor issue was ignored and emails were not answered. However stories like this make one doubt. Amy, did you try to contact Airbnb via their fib page? Try it. Sorry it happened to you.
Reply Like 2 replies
Amy
Amya year ago
Margo, I used their contact function on their help page, then I used Twitter. Twitter works to get a reply pretty quick- although it's still 24 hours or more. Like I said, I have a string of emails with Abnb representatives but they are not responding to my requests for the booking and guest info, and they are not explaining the payout. Here's one: Kennedy A., Dec 12 12:14: Hi Amy, Kennedy here again with a payout update. We were able to successfully charge Sam's card back on November 11. A payout to you for $505 is pending to your payout pending. You should receive this in 3-5 business days. Although this reservation is cancelled in our system for non-payment, Sam's check out date was scheduled for December 19. I want to make myself available to you next week, should you need support during his check out. Happy holidays! Kennedy A. www.airbnb.com/help
Gail
Gaila year ago
Yes, Facebook and Twitter messages - where others see your posts - often get a response from them.
Amy
Amya year ago
My last contact from Abnb Steven, Dec 16 14:44:
Hi Amy,
I hope this message finds you well. My name is Steven and I will be assisting while my colleague is out of the office.
I wanted to inform you that your reservation remains canceled because we have not received your guest's full payment for the outstanding balance. We have only received a full payment for the first 60 nights, and a partial payment for the 3rd month, which is the amount that is set to be released today to you in the amount of $505 USD.
We are unable to reinstate your reservation or pay any additional amounts until your guest pays the full outstanding balance, and we have unfortunately not received a response regarding the outstanding balance. If your guest is able to pay the remaining balance, we can issue an additional payout to you and reinstate your account. Your reservation was canceled on the 22nd of October when the initial payment issue occurred.
I hope this provides some clarification to your concerns, and please do not hesitate to contact us if you have additional questions or concerns.
Best regards,
Steven
www.airbnb.com/help
Reply Like
Amy
Amya year ago
Those are the communications that are in my email.There were more in a help center thread that I could access on my dashboard, but since they changed the dashboard I can no longer find a way to get to the help message thread I had.
Reply Like
Margo
Margoa year ago
I am very disappointed to hear that, it can happen to any host and if Airbnb are not supporting hosts in case of crisis hosts case of crisis it is scary. I still think you should send them a message via fib and be persistent; you can get support from Airbnb fb community. did you wrote to Chip Conley?
Reply Like 1 reply•1 like
Amy
Amya year ago
I did, and he wrote back that he was traveling and copied to the CX team to see who could help. And I haven't heard from anyone.
Bernard
Bernarda year ago
The fact is that the rules established by Airbnb to have a chance to be reimbursed by the famous insurance are too strong. You're supposed to call the police. If your guest break something in your house you won't call the police for that... Maybe in some countries but in Belgium if you disturb them for things like that you're in trouble...
Reply Like 1 like
Gail
Gaila year ago
That is why I said - in the very first message in this thread - that I would have called the police.
Reply Like 2 replies
Bernard
Bernarda year ago
Maybe in the US you can do that but in Belgium you cannot call the police for things like that. They won't appreciate to be requested because one of your "client" scratched your table, broke something.
Amy
Amya year ago
Our police would come and then leave after finding out that I hadn't file eviction papers. They won't remove a person that you allowed into your house unless you are in imminent danger of harm. For me to file eviction notice with the court, I would have had to show that we had an agreement in place and he was in default. I actually did have the print out of the reservation confirmation- but I made the mistake of giving my only copy to the guest, with the payment agreement circled. Of course then he didn't give it back, so I have nothing- unless Abnb chooses to release it back to me.
Gail
Gaila year ago
How would a hotel remove someone from their premise who hadn't paid? Airbnb's behavior in this situation is very disturbing. I have been saying it for months: Airbnb cares not one bit for hosts. They only care about guests.
Reply Like 1 reply
Bernard
Bernarda year ago
In fact they care for their bizness and this means everything should look great, like hosts and guests are a big family so they can increase the amount of réservations trhough the site and increase the amount of commissions. So, yes thay act a little bit like Ponce Pilate, you know, the guy who washed his hands
Margo
Margoa year ago
it is indeed very disturbing!
Reply Like
Margo
Margoa year ago
Amy, did you wrote to Chip Conley??? I still believe posting on FB and asking for an answer from Aibnb rep can help you.
Reply Like
Margo
Margoa year ago
Gail, good question. I hope someone know the answer.
Reply Like
Amy
Amya year ago
There is some resolution. I am so glad y'all suggested emailing Chip Conley; I have no doubt that quickened the resolution. I was sent an email explaining once again everything I already knew, but adding a little detail, and then that they were making a "one time exception" and issuing the payout remaining ($623). I wrote back:
I appreciate the payment, but there is a primary issue with what happened to my access to the reservation when Airbnb initiated the cancellation. I could have pursued getting payment from my guest- but you're email reminded me that collecting payments outside of your system is against policy, or my host contract with you. At the same time, I'm dealing with removing a guest whose ID, reservation agreement, and contact info has been restricted from my access. You left me in an impossible situation. There has to be a review of the processes.
And they wrote back:
Thank you very much for your feedback. When a guest has an outstanding balance due their account is suspended from Airbnb. For this reason, you were unable to contact them directly through Airbnb. I have made note of this issue per your request, and again your feedback is appreciated. I am confident that you will have more enjoyable experiences in the future with us.
Reply Like
Salvia
Salviaa year ago
Hope dies last... Amy, I really, really wish that this comes true and that you will receive some lovely and enjoyable guests now.
Reply Like
Gail
Gaila year ago
HomeAway/VRBO. For long-term guest stays I think HomeAway is superior because it gives the host more control. Airbnb makes short, two-night stays easy, but with stays like yours - of much longer duration - you might want to look into HomeAway.
Reply Like
Amy
Amya year ago
Thanks, Gail! I'll look into it. Salvia, thanks for your best wishes. I've actually already had 6 guests since he moved out Dec 19. I just really hope Abnb has this issue on the white board.
Reply Like
Salvia
Salviaa year ago
Thumbs up and fingers crossed, Amy!