Post by High Priestess on May 29, 2017 14:25:19 GMT
Here's a list that comes from Airbnb, of the acceptable reasons for cancelling an Instant Book reservation w/o penalty:
Violating amenities or predefined House Rules. No pets allowed, but guest requests pet. Number of guests requested exceeds listing maximum. Communication issues. Unresponsive. Rude. Unreasonable requests. Suspect party or disturbance. Safety concerns. Previous bad experience with guest. Incomplete profile. Profile photo not of face. Third party booking (in which the host was NOT aware of this before the booking was confirmed).
Airbnb stood up for me recently 3 days before a guests' arrival date, after I called customer service and explained that due to this guest's opting out of reading the required info he had agreed to having read, followed by his impolite tone in text after learning that the repercussions of that were in fact true, that I would no longer feel comfortable having him in my home (you have to use the word "uncomfortable" in order to be taken seriously). I also mentioned that it makes no sense for someone who is very uncomfortable with the internet, to use an internet platform to book a room, and then blame the host for their own discomfort with using the internet. The Airbnb agent told me he got very nasty with her on the phone when she reached out to try to help walk him through accessing the arrival instructions from the app, or email, or website, or anything online.
My listing is specific about guests being required to be able to access information from me on the website. He had received all the information before leaving home but neglected to review any of it or print it out as advised, even after multiple reminders from me. Ordinarily I would cut lots of slack and walk a guest through it all if the whole thing was done over the phone while traveling, which is often the case (given that they are speaking in a somewhat respectful tone) but this was never the case with this guest.
The Airbnb agent cancelled his reservation for me without penalty to me. The guests were already staying at a hotel and I think they then extended their stay, wanting "nothing further to do with Airbnb" as quoted by the agent.
So this guest met three of the listed criteria for cancellation: Rude, Unresponsive and Communication issues. There should be one more: "Crabby as hell".
I guess the algorithm must bump up the listing immediately in search results when Airbnb cancels for you, because the dates were immediately rebooked by others. Yay!
A local HOST IB, three days later wrote via the Airbnb message feed that he had just read the house rules, and was it true that they had to "SHARE" a bathroom, and was their individual coffee pots in the room, or just in the main kitchen?
I responded back, that as a host, and that I had taken so much time to explain my listings completely, WE HOSTS count on our guests reading the house rules, as well as it being an airbnb requirement.
Mr Grumpy Host, wrote "Was it too late to cancel with full refund?"
I wrote back, that yes it was, as his not reading the house rules did not qualify for such.
He replied he'd see me on the 26th (Reservation was for 27-29th) since they could not afford to loose any money.
I rang airbnb, told them it was certainly not a good match, they could see the message feed that he had waited days later until after the booking to read the house rules, and I'm not comfortable for my other guest's enjoyment to have a guest who clearly was not happy to be in the home.
Airbnb informed me, IF he did not cancel, then I could and would and receive the host cancellation slap on my account.
I wrote back to the host, asked him to cancel the reservation, and I would make sure he would receive 100% of his room charges refunded.
He did, and I did such.
Three days later, I messaged him how much I appreciated his simple 'Thank You", and I thanked him for cancelling the reservation.
I was not surprised that he did not respond.
What a convoluted mess that Customer Service Reps are not on the same page.
When a guest, and a HOST, no less, clearly states they Did NOT read the house rules prior to booking, how inappropriate, as well as against airbnb rules is that?
Whatever, It was my decision that he was NOT staying here, and it was certainly worth refunding my anticipated $ to not allow them to bring their unpleasant energy into the home.
Of course I had no problem booking the rooms, but the experience and outcome was certainly not what I expected when all could be followed in the message feed.
Glad it worked for you, but sure sucks that we are under the mercy of whatever customer service rep we are connected with and their decision.
I probably could have requested it be bumped up to Case Management, but since the Ahole has to drive past my house every time he drives home, I just wanted it to end, not have to worry about dealing with such a guest who was clearly unhappy, and especially a local.
I could have cancelled without penalty, as there are the 3 per year allowed for IB., but I have never played that game, due to my own choice to 'hoard' them, in the event I may really need them in the future.
That didn't work for me with the Wacko Guest from Hell which I documented all the house rules she had broken.
They kept suggesting I do not cancel, as I would forfeit the reservation revenue which was over 2 grand.
They never sent an email regarding this guest has no right to re-enter the property, the conversation, their decision, thus the reservation stands, as they tried to reach out to her via phone and email with no response. But notes are in her account that the reservation is termed something with an F word, which was greater than 4 letters long, but couldn't get her to repeat the word as I was taking notes and case numbers.
Whatever, tis my suspicion she's locked up in the psych ward for the required 72 hours and they've taken away her cell phones and ipad, and any communication outside the ward.
One advantage of living on an island, we all know one another when it comes to knowing who to call in law enforcement if necessary.
Airbnb didn't get it, that I feel quite confident that she shall attempt to return once she realizes she is not due a refund, but the gate code has been changed, and she wouldn't be able to enter the property anyway.
They did state that was a good thing to do....Ya Think?
Post by High Priestess on May 30, 2017 0:48:10 GMT
Mabel -- hilarious video!! Oops, trashed the computer by mistake. Well, didn't need it anyway, we are only doing hotels from now on!!.
rhonda -- yes, I definitely think it was a good idea to change the gate code! I would change the front door lock as well. I have actually changed the guest room lock (but not front door lock) a couple times when the guest failed to check out on time and I had to pack their things and remove them from the room as a new guest was arriving. I cannot have the old guest use their keys and just walk into the room with the new guest there, so I have to lock them out of the room when this happens. I email them and phone them, do everything to communicate and explain that I had to remove their things from the room and that they will be available for pick up in the front hall. They still have the key to the front door so they can come at their convenience to get their things.
Deborah, I don't know if you remember the newspaper article you posted of the lady bought some house in NY, that was featured in a movie the movie family lived in for the story. Anyway, they closed her down after much remodeling, due to the fact she had locking doors on the bedrooms which was a potential fire hazard. I printed that article out if needed to show my guests why they don't have locking doors when they are away. Never had to, but I'd have to replace all hardware, as mine are all matching from AU and no longer available. They do have locks when you are inside, but only CC could host a guest who locked himself in his own bedroom, and it was surely her fault. I do rank that story high on my list of the joys of hosting. I also feel that I'm sharing every flippin thing I have with my guests; am constantly shopping for more enjoyment or replacement and repairs; thus IF they think for one moment that I give a rats ass what they have, or my property is unsafe, then don't stay. I made DO NOT ENTER door hangers since my guests broke all the ones I had stolen from hotels where it was stated in every language. No body bothers putting them on the outside of their door. But I do wonder about the locks being a potential fire code.....my husband once left to go to doctor in Spain. Locked the door since I was planning to rest and read. Got up, absolutely no way to exit the home as there were bars on every window. Thus, just because the door is locked, one would not know if there was another guest in the room. If my memory serves me correctly, she was licensed as a Bed and Breakfast. Most of us have no need or desire to provide such. I'm still attempting to deal with this 'lock' issue. I finally figured out the gate after 3 years. I no longer issue remote controls for their ease and playing with like it's the newest toy on the market, messing up the electronics of the gate, forgetting them in their rental car. NOT following directions, a total nightmare. Nobody gets one, and now it's interesting who arrives late and can't figure out where the gate code box is that I've explained in my rules and directions, along with the code. Working splendidly, current guest I made walk back and do it on her own, no more being polite and helping, no more wondering how many of the house rules they've read, and best of all, no more replacing remote controls. I've brought home different interior locks that I figured no one could mess up, but took them all back upon application, as I found out......Oh Yes they Could! I'd be interested in hearing your thoughts on the Fire Code with locking guest doors. With much aloha, Rhonda
Update on Wacko lady, MIA since Friday, I call airbnb to inquire why the disbursement hasn't been made, as all guests since the 24th have. First Customer Service rep states he can see the reservation "is Pending Fraud Review", and he will connect me with my case manager. She states she will put in an order to release the funds.
I bring up the "Fraud Review".
We hear the stories of hosts being booted from the site for no reason, and I'm wondering if this lady went delusional about me as I'm assuming she must want her refund or stay.....that's already been determined as not happening.
I asked "Am I OK, or is it the guest?" (who's stories never matched and took so long for airbnb's verification process to finalize).
Case Management states I'm good, I reply, then if it's the guest, I don't need to know.
Here's the first email I have received since my calling them of my concern for my own safety and survival of the home.
This is ..., one if Airbnb's Case Manager.
We’re currently forwarding you to the correct department to make sure you receive a prompt and proper response.
If you have any details to add or update, please let us know by responding directly to this email. If this is an emergency or you feel your personal safety is threatened, contact the local police or emergency services immediately.
Who has who's back? I ask myself? check-in was 6 days ago.
How odd, in this business my mantra is that I KNOW I will never see and experience all humanity has to offer.
I'll update when I receive that 'prompt and proper response".
I'd be interested in hearing your thoughts on the Fire Code with locking guest doors. With much aloha, Rhonda
Okay, here are my thoughts on the fire code and locking guest doors --
(1)It's unlikely that the New York City government people will go to Hawaii where you are, or California where I am, to bust us for having a lock on a guest door. And I think NYC is more persnickety on this as well as on many other issues having to do with renting. Our own local governments -- generally have more to do than make a fuss over a lock on a door that the guest really appreciates because they can secure their belongings. For instance, in my area I dont' know of a single city that has laws prohibiting locks on bedroom doors. Perhaps there are some small towns where the government has too little to do and will make a hullaballoo over this -- okay just dont' let them in your house.
(2) As far as fire code and egress -- if you are concerned about it from the fire egress perspective, then realize -- there's nothing about having a lock on a door that would create a fire safety/egress problem. At least the standard kind of lock like a push button lock on a door handle. Because with that kind of lock, you open the door the same way whether or not the door is locked or not locked. The handle turns either way. So there's absolutely no egress issue being created by the door locks. (Which is part of why I think it's nuts for any government to prohibit such locks on doors -- they aren't obstructing egress, they are adding to the renter's security!)
French locks usually open from inside by turning a knob and from outside with a key. Only special locks may need a key from both sides. Îd prefer bo such lock on guest doors. On a funny note: the guest who locked himself into my bathroom breaking the key returned many times since, last time on my birthday and invited me to dinner. Next week it's the last visit before autumn, so I'll cook. No hard feelings about that dreadful cheap lock.
Rhonda, I read up on a good month of absence and get your story in bites and chunks. A mental guedt? A host on fraud investigation ? I'll have to read all tgreads to find the hidden parts of the suspense story.
Not reading the house rules means: not reading and expressing the opinion that the rules should not apply to them or that they plan to break them. Not reading and expressing extreme displeasure at being made aware of the rules would not qualify. Sometimes I get guests, like a girl recently, who did not smoke and as an Asian is used to take off her shoes insise. Apart from that she broke every house rule repeatedly in 2 nights. Maybe I'll write a review in that sense. Nice girl though.
Aloha Helga, Good to see you, and congrats on some "Time Out". The "Wack Job" remains a mystery. Airbnb released the funds quite after the fact and a few phone calls; but stated they 'are not at liberty to discuss the matter." The reservation is in a 'Frozen' status because they cannot reach her. Nothing makes sense. Reservation appears like she's currently on her stay, they cannot cancel on a guests behalf even though I had the documentation of her craziness of broken house rules and destruction. I can cancel, she gets refund. They are glad I changed the gate code. I'm to call the Police if she attempts to enter the property as she has no right.
The only way airbnb would bend was to email me that she had vacated on May 26th in order to allow me documentation to save paying her Transient taxes that she skipped out on for a reservation that appears is still in progress.
This would be a perfect example why I shall never participate with the latest 'check yourself in' latest project with no internet access needed. One Bad Actor sharing all the details with another.