Post by gho on Oct 29, 2017 18:10:47 GMT
Hi, I try to make a long story short, but it is not evident for me to be succesful.
I live in France and when I rent my apartment directly (or by HomeAway), I set 700 € deposit as I do for Airbnb but in any other case I have during the rental time the money in my pocket, as the guest has to give me the deposit entering the apartment.
Otherwise in case of Airbnb.
Airbnb wrote for a dammkage that they could not retain this amount from the guests deposit. In fact, it was as if I had not asked for a deposit.
The facts:
- A guest leave the apartment recognizing the damage caused.
- Evaluation the damage, I make a request of 400 €; but the guest refused, thinking that 150 € is enough.
- How to do ? The only way is to ask Airbnb to help, this was called asking Host Guarantee.
- After 10 days and no answer, I ask again. No Answer again.
- I made a new request, another case number, but no answer again. (For each request I received a mail confirmation.
- I didn't found at Airbnb Site any hotline number, but Google gave me the phone number.
- Helpline said: We sent you a mail but you didn't answer, therefore we closed the case (and erased any reference to this on the site.)
- As I hadn't receive not this mail (but all other mails, strange!) I asked for a copy or any data about, but they were unable, having erased all this. (Who believes that a big company is erasing 30 days after all data about?)
- Anyway, the helpline tried to send me a mail to see what happens, it was not arriving too. They told me that they would report this.
- One week later, I called the hotline again! Another person but no competence! I ask that next monday I want a responsible manager to call me about.
Nobody were calling me - I wrote to the Paris Head Office (No address to find at the site, but Google research made it possible.)
- The director was answering me with a pre formulated letter that by courtesy they had send it to Airbnb Ireland from where the site is administrated.
I think that the French Head Office is something like a post box, not more.
And I know that Airbnb too is exploiting the fact that they don't pay only a symbolic income tax in the European countries where they make a huge turnover. Anyway. In the mean time I had three times a mail exchange with s.o. called Harry.
- At any time the mails was very "commercial" and "respectfully", but no real answer to my concerns. Not worrying about what I was claiming as error. And three times I asked for the postal address of the guest, which I didn't had at this time. Never this “very kind Harry” had answers to my questions. And of course, ignoring totally my askings for the postal address to claim directly to the guest.
To ask Airbnb Ireland from France by legally means to respond to me to pay the damage from the deposit or even only to give me the postal address ....I need to claim by Irish law or international law, and this is not worth the amount of damage.
Therefore I give up and will no more use Airbnb to rent my apartment.
Finally I don't trust Airbnb anymore; they have a commercial discourse which is plenty for formulations to blend the reader. Now I know that it is not worth the ink!
Airbnb is not a partner! As a Id a “partnership already before”. I know what I’m talking about. But they are every time writing to hosts to become better, and to try to be Super Host. What a nonsense in this context.
(Formerly I had already an account, I erased because Airbnb was treating me as an employee. By error of me I received a direct booking, impossible to fulfil because craftsmen were planned to work 2 days in the apartment, I cancelled nearly at the same moment the direct reservation. And then I was surprised, of course plenty comprehension from the guest, but Airbnb treated me as an employee. They told me that for this time they would not make me pay something, but they were blocking my calendar. I noticed this because once the work was done, I would rent again from the nex day, but the entire period was blocked.)
What a silly behaviour when an error occurred, but what a treatment if the error is on the opposite side, the side of Airbnb.
But much more important is that I have no more confidence in the procedures of the Airbnb Site.
I think that Airbnb is not really well maintaining its site and the sécurity is not guaranted.
That they don’t even can or will reproduce a mail tht they pretend having sent, this I never heard before.
(Or did they retain and used the wrong mail address leaving there from an erased Airbnb account – and mail account google erased too?)
This would be a security issue.
I resume:
- I could not access the deposit for a recognised deposit and Airbnb did not help me at all. It seems they are not master of procedures of their site, and if a host is claiming this lack, they are not open to communicate what really happens.
I will no more be host serving me of Airbnb.
Regards
gho
P.S. Sorry for my English may be difficult to read and errors; English is not my mother tongue.
I live in France and when I rent my apartment directly (or by HomeAway), I set 700 € deposit as I do for Airbnb but in any other case I have during the rental time the money in my pocket, as the guest has to give me the deposit entering the apartment.
Otherwise in case of Airbnb.
Airbnb wrote for a dammkage that they could not retain this amount from the guests deposit. In fact, it was as if I had not asked for a deposit.
The facts:
- A guest leave the apartment recognizing the damage caused.
- Evaluation the damage, I make a request of 400 €; but the guest refused, thinking that 150 € is enough.
- How to do ? The only way is to ask Airbnb to help, this was called asking Host Guarantee.
- After 10 days and no answer, I ask again. No Answer again.
- I made a new request, another case number, but no answer again. (For each request I received a mail confirmation.
- I didn't found at Airbnb Site any hotline number, but Google gave me the phone number.
- Helpline said: We sent you a mail but you didn't answer, therefore we closed the case (and erased any reference to this on the site.)
- As I hadn't receive not this mail (but all other mails, strange!) I asked for a copy or any data about, but they were unable, having erased all this. (Who believes that a big company is erasing 30 days after all data about?)
- Anyway, the helpline tried to send me a mail to see what happens, it was not arriving too. They told me that they would report this.
- One week later, I called the hotline again! Another person but no competence! I ask that next monday I want a responsible manager to call me about.
Nobody were calling me - I wrote to the Paris Head Office (No address to find at the site, but Google research made it possible.)
- The director was answering me with a pre formulated letter that by courtesy they had send it to Airbnb Ireland from where the site is administrated.
I think that the French Head Office is something like a post box, not more.
And I know that Airbnb too is exploiting the fact that they don't pay only a symbolic income tax in the European countries where they make a huge turnover. Anyway. In the mean time I had three times a mail exchange with s.o. called Harry.
- At any time the mails was very "commercial" and "respectfully", but no real answer to my concerns. Not worrying about what I was claiming as error. And three times I asked for the postal address of the guest, which I didn't had at this time. Never this “very kind Harry” had answers to my questions. And of course, ignoring totally my askings for the postal address to claim directly to the guest.
To ask Airbnb Ireland from France by legally means to respond to me to pay the damage from the deposit or even only to give me the postal address ....I need to claim by Irish law or international law, and this is not worth the amount of damage.
Therefore I give up and will no more use Airbnb to rent my apartment.
Finally I don't trust Airbnb anymore; they have a commercial discourse which is plenty for formulations to blend the reader. Now I know that it is not worth the ink!
Airbnb is not a partner! As a Id a “partnership already before”. I know what I’m talking about. But they are every time writing to hosts to become better, and to try to be Super Host. What a nonsense in this context.
(Formerly I had already an account, I erased because Airbnb was treating me as an employee. By error of me I received a direct booking, impossible to fulfil because craftsmen were planned to work 2 days in the apartment, I cancelled nearly at the same moment the direct reservation. And then I was surprised, of course plenty comprehension from the guest, but Airbnb treated me as an employee. They told me that for this time they would not make me pay something, but they were blocking my calendar. I noticed this because once the work was done, I would rent again from the nex day, but the entire period was blocked.)
What a silly behaviour when an error occurred, but what a treatment if the error is on the opposite side, the side of Airbnb.
But much more important is that I have no more confidence in the procedures of the Airbnb Site.
I think that Airbnb is not really well maintaining its site and the sécurity is not guaranted.
That they don’t even can or will reproduce a mail tht they pretend having sent, this I never heard before.
(Or did they retain and used the wrong mail address leaving there from an erased Airbnb account – and mail account google erased too?)
This would be a security issue.
I resume:
- I could not access the deposit for a recognised deposit and Airbnb did not help me at all. It seems they are not master of procedures of their site, and if a host is claiming this lack, they are not open to communicate what really happens.
I will no more be host serving me of Airbnb.
Regards
gho
P.S. Sorry for my English may be difficult to read and errors; English is not my mother tongue.