Post by High Priestess on Dec 3, 2019 16:55:04 GMT
Yes, these things are actually happening to hosts. Guests are arriving, then complaining because they see one tiny speck on the linens, or find one dead fly in the windowsill, and they jump on the phone and call Airbnb, and Airbnb issues them a full refund due to "cleanliness violations." Even when the host has offered to run over immediately and provide all new linens and clean windowsill or whateverthefu#$.
Cleanliness violations my ass. One dead insect or one miniscule spot on a sheet is not a cleanliness violation, except in some insane world of companies enabling guests to perpetrate fraud and scams on hosts.
What to do?
First, I would try calling Airbnb again and trying to get a different case manager/ customer service person, one who is actually sane. IF that doesn't work you could try posting on Airbnb's Twitter account about this nonsense. If none of that works and you're still really upset and want to fight back, I do think that if you as the host sued Airbnb in small claims court over something like this, about them fully refunding guest over one small speck or dead fly, you would prevail. It is permitted to use Airbnb in small claims, and Airbnb by its own TOS is in violation of TOS when they override host's house rules and cancellation policies. This would stand up in court I do believe, but you'd have to go to the trouble of going to court, which many are reluctant to do because it's a hassle. But you may at least be offered a settlement by Airbnb, meaning you could get part of your money back, and if you push through, I do believe you'd win the entire amount of damages you seek, because judges will not buy into this insanity.