Post by High Priestess on Oct 14, 2015 23:14:49 GMT
Jesse shared Oct 14 2015
How do you think Airbnb should handle this?
I had a couple check Saturday at 4 pm. I work at a restaurant around the corner at 5. My friend came to the house to house and dog sit during my shift. At 4 3O, the couple came downstairs and told me that were not comfortable in my house. The girl told me she didn't know it would be a shared bathroom and started to cry. She then said she didn't like the lock on the 3rd floor and started to cry again. On my third floor there is an old,unusable lock on one of two doors. She said that I could lock her in if I wanted to. I told them that I was so sorry and that I felt terrible. But I wanted them to enjoy Baltimore, and I didn't want them to be unhappy. So they left to get a hotel. I knew I would be getting paid anyway. But once they left I was hurt and insulted. Monday I get a 5O% refund request from the couple. I responded that I couldn't do that as I rely on Airbnb to help me with my bills. I had paid a friend to house and dog sit, and still paid him since he cleared his schedule to be there. I apologized twice that they misunderstood the set up. [Airbnb had written me that the couple didn't realize so much of the house is a shared space.] Soon after I received another email that the couple were disputing my response and were asking Airbnb to resolve the issue. So I certainly have opinions about the situation. How do you think Airbnb should handle this?
Kim
I think airbnb wants to refund your portion of the money to make the guests happy. But airbnb is not going to refund their portion of the money, I don't think you need to. They booked a room in a house, not an entire listing. They didn't like it and want their money back. Too bad. I would stick to my refund policy and not refund.
Mig (mig)
I think you should tell the guests you didn't realise they were such moaney Mahonies, and then cry! Stick to your refund policy.
Annie
Ha ha, that did make me laugh....!
Mig
Glad to be of service.
Salvia
Totally agree with Kim & Mig!
Margaret
Your place looks lovely. You could put a bolt on the inside of the bathroom door. A lot of people have a thing about the bathroom locking. The comment re you could lock them in is a bit ridiculous. Stick to your guns. I do think though if people are leaving it is good to be clear with them that they won't get a full refund.
Jesse
The bathroom door does lock. They were upset about an old unusable lock on the bedroom. It's 165 years old and does not work.
Jesse
My cancellation policy is clearly written with my listing, as it is for all of our listing. so frustrated
Michele
I do agree with Jesse. There should know about the cancellation policy before making a reservation. So Jesse, you did not ask them to move out? They left on their own accord?
Michele
Sorry for the typos. *they * did you ask
Jesse
When I looked again at their complaint which was that my listing was inaccurate they said they did not know there would be a male on the premises and were not comfortable with that. I am just hoping (I've already been paid by airbnb) that they will not take the money from me if Airbnb decides to refund these people. So tempted to write to these guests "Shame on you!"
Deanna
As we have learned on this forum and others, some people have no shame!
Salvia
To me it is soo clear that they nake things up to get refunded. Instead of asking guests about things to improve at the listing ( and making tHem searching for something missing they would not have thought about) they better encourage them stronger to read listing and ask about things that matter to them BEFORE booking!
Michele
I had that wording asking potential guests to read before making resevation!
Margaret
The reason I thought that you had no lock on the bathroom door was your rule about knocking. I did think from your listing that it was just you in the house with them. I don't usually tell people if I have someone else in the house. I tell them when they get here who is here as a matter of courtesy and I introduce them. Its my home there may be other people here.
Jesse
Well when I'm not home I always have someone house and dog sit. I just need to shake this off as I have 99% of the time had such nice experiences.
Keith
+1 for no refund. I occasionally get people who don't read the listing... The bathroom is shared. It's very clear. The house is 108 years old that's very clear.. There weren't modern locks 108 years ago. The bathroom can be locked from the inside the bedroom doors are old skeleton key type... They don't lock.
No refund. Get should learn to read.... And omg... When someone uses crying as their goto... That just makes me less interested in helping. Your an adult... Unless someone died or you got a finger cut off then no crying.
Joseph
I agree with all that is said above . No Refund, your listing is clear on what you offer . If the guests fail to read the listing and or to communicate to you prior about any questions they have and they fail to do so, then it is not your issue .
Having a dog sitter there while you at work does not really impact their stay .
Tell Airbnb that the guests failure to read and understand your listing and the property type is not your fault and that you will not offer any refund since it was the guests themselves that decided that they wanted to stay elsewhere . I have an old home and the Locks on the bedroom doors are the old skeleton Key Type
that do not lock anymore . The doors can be locked when the guest is in the room . I have never have had a guest complaint about it .
Fiona
Agree with Joseph and Keith. Guest access is very clear about shared bathroom. Stick to your refund policy. If you turn up somewhere and decide you don't like it, then you have to take the financial hit. The lock and crying is just a smokescreen to try and get a refund. If your other guests have rated you highly for accuracy, point that out to Airbnb and insist that they don't refund your portion.
Andrew (andrew)
If the guest needs to cry about bathrooms and locks, don't give them a refund - just give them a tissue. And be glad that they left.
Airbnb *should* uphold your cancellation policy. None of the guests' complaints constitute a "travel issue" that makes them eligible for a refund. But they will try to tell your guests that they need to "work it out with the host," and possibly even pressure you to offer them a partial refund. That doesn't mean that you should.
Michele
What constitute "travel issues" by AirBnB?
Andrew
www.airbnb.com/help/article/324/ The listing is missing an amenity promised on the site in either the listing’s description, amenities, or photos. The room type of the listing is not what was booked. The number of bedrooms or bathrooms in the listing does not match what was booked. The listing itself or the location of the listing is not what was booked. The listing does not have clean bedding or towels available for all the guests included on the reservation, unless the host has clearly stated that linens are not provided or hasn't marked essentials in their offered amenities. The listing is unsanitary, unsafe, or hazardous to the health of your guests. There is an animal in the listing which was not disclosed prior to booking.
Bekah and Brian (beeandbee)
Agreed. Noooooo refund. Nope.
Jesse
I used what many of you said in my reasoning with Airbnb. This was their response, I understand your concerns regarding your guest.
Clearly these guests were not the best fit and although they were new to the Airbnb community it seems that they should have thoroughly read your listing description.
I see that you have wonderful reviews and clearly you care about your guests experience. I do not want you to have to worry about this situation any longer. Your payout is not going to be adjusted and I will be educating the guest on the different types of bookings available.
Thank you for taking the time to write in about the situation, the resolution center case is now closed.
Andrew
Glad to hear they have swiftly resolved this and made the right call.
Mig (mig)
Excellent result.
Drew
Refreshing outcome. Way to hang in there with this.
Fleur (fleur)
Glad it all worked out ok. She was crying? seriously. I had a bad experience with someone last year that sounds similar and airbnb stood by me 100%, I kept all their money. The only thing i was dissapointed was that i missed the cut off date for her review so i never got to let other hosts what a idiot she was.
Michele
Hi Jesse, how did you get them to cancel the booking?
Jesse
I reported it that night. The guests told me they weren't comfortable in my home after spending 3O minutes in it. I gave them till later that night to cancel. When they didn't, I told Airbnb exactly what happened.
Michele
You told them to cancel and when they didn't you told AirBnB what happened and AirBnB then rehome them? Because I would like to know how to make unhappy guests (who didn't read my listing) cancel their booking.
Jesse
They said they weren't comfortable in my home. I said okay and they left to get a hotel room. When they didn't cancel after a few hours I emailed airbnb and told them the guests left. They contacted the guests. 24 hours later I got paid. Then another day goes by and they put in a complaint that they wanted 5O% back because my listing was inaccurate. Airbnb felt this was not the case and did not issue a refund. Keep in mind I've been doing this for 2 years and this is one of two times there was any issue. Also I have built up two years of good reviews, so Airbnb is even more quick to support me.
Deanna (deannafrommass)
You go, girl!
Deborah (High Priestess)
Many aspects to this question have been addressed, but I wanted to add one more point, which is that this case is a good illustration of why it is important for hosts to be clear in their listing description about all things that "might" be of great concern to guests. In this case Jesse was clear, guest didn't read -- but consider, with regard to the point Andrew brought up about the help article 324, what might happen to a host who was not clear in their listing. The guest might arrive, find the situation not as promised or as described, then complain, and leave, and get all their money back because Airbnb CX would agree with guest that the host had not adequately described the reality of the listing, and/or led guest to expect something that didnt turn out to be there.
Point being, be like Jesse and give a good description, or you might find yourself losing a lot of money because unhappy guests may arrive, then turn around and leave, and you'll be out the cash.
How do you think Airbnb should handle this?
I had a couple check Saturday at 4 pm. I work at a restaurant around the corner at 5. My friend came to the house to house and dog sit during my shift. At 4 3O, the couple came downstairs and told me that were not comfortable in my house. The girl told me she didn't know it would be a shared bathroom and started to cry. She then said she didn't like the lock on the 3rd floor and started to cry again. On my third floor there is an old,unusable lock on one of two doors. She said that I could lock her in if I wanted to. I told them that I was so sorry and that I felt terrible. But I wanted them to enjoy Baltimore, and I didn't want them to be unhappy. So they left to get a hotel. I knew I would be getting paid anyway. But once they left I was hurt and insulted. Monday I get a 5O% refund request from the couple. I responded that I couldn't do that as I rely on Airbnb to help me with my bills. I had paid a friend to house and dog sit, and still paid him since he cleared his schedule to be there. I apologized twice that they misunderstood the set up. [Airbnb had written me that the couple didn't realize so much of the house is a shared space.] Soon after I received another email that the couple were disputing my response and were asking Airbnb to resolve the issue. So I certainly have opinions about the situation. How do you think Airbnb should handle this?
Kim
I think airbnb wants to refund your portion of the money to make the guests happy. But airbnb is not going to refund their portion of the money, I don't think you need to. They booked a room in a house, not an entire listing. They didn't like it and want their money back. Too bad. I would stick to my refund policy and not refund.
Mig (mig)
I think you should tell the guests you didn't realise they were such moaney Mahonies, and then cry! Stick to your refund policy.
Annie
Ha ha, that did make me laugh....!
Mig
Glad to be of service.
Salvia
Totally agree with Kim & Mig!
Margaret
Your place looks lovely. You could put a bolt on the inside of the bathroom door. A lot of people have a thing about the bathroom locking. The comment re you could lock them in is a bit ridiculous. Stick to your guns. I do think though if people are leaving it is good to be clear with them that they won't get a full refund.
Jesse
The bathroom door does lock. They were upset about an old unusable lock on the bedroom. It's 165 years old and does not work.
Jesse
My cancellation policy is clearly written with my listing, as it is for all of our listing. so frustrated
Michele
I do agree with Jesse. There should know about the cancellation policy before making a reservation. So Jesse, you did not ask them to move out? They left on their own accord?
Michele
Sorry for the typos. *they * did you ask
Jesse
When I looked again at their complaint which was that my listing was inaccurate they said they did not know there would be a male on the premises and were not comfortable with that. I am just hoping (I've already been paid by airbnb) that they will not take the money from me if Airbnb decides to refund these people. So tempted to write to these guests "Shame on you!"
Deanna
As we have learned on this forum and others, some people have no shame!
Salvia
To me it is soo clear that they nake things up to get refunded. Instead of asking guests about things to improve at the listing ( and making tHem searching for something missing they would not have thought about) they better encourage them stronger to read listing and ask about things that matter to them BEFORE booking!
Michele
I had that wording asking potential guests to read before making resevation!
Margaret
The reason I thought that you had no lock on the bathroom door was your rule about knocking. I did think from your listing that it was just you in the house with them. I don't usually tell people if I have someone else in the house. I tell them when they get here who is here as a matter of courtesy and I introduce them. Its my home there may be other people here.
Jesse
Well when I'm not home I always have someone house and dog sit. I just need to shake this off as I have 99% of the time had such nice experiences.
Keith
+1 for no refund. I occasionally get people who don't read the listing... The bathroom is shared. It's very clear. The house is 108 years old that's very clear.. There weren't modern locks 108 years ago. The bathroom can be locked from the inside the bedroom doors are old skeleton key type... They don't lock.
No refund. Get should learn to read.... And omg... When someone uses crying as their goto... That just makes me less interested in helping. Your an adult... Unless someone died or you got a finger cut off then no crying.
Joseph
I agree with all that is said above . No Refund, your listing is clear on what you offer . If the guests fail to read the listing and or to communicate to you prior about any questions they have and they fail to do so, then it is not your issue .
Having a dog sitter there while you at work does not really impact their stay .
Tell Airbnb that the guests failure to read and understand your listing and the property type is not your fault and that you will not offer any refund since it was the guests themselves that decided that they wanted to stay elsewhere . I have an old home and the Locks on the bedroom doors are the old skeleton Key Type
that do not lock anymore . The doors can be locked when the guest is in the room . I have never have had a guest complaint about it .
Fiona
Agree with Joseph and Keith. Guest access is very clear about shared bathroom. Stick to your refund policy. If you turn up somewhere and decide you don't like it, then you have to take the financial hit. The lock and crying is just a smokescreen to try and get a refund. If your other guests have rated you highly for accuracy, point that out to Airbnb and insist that they don't refund your portion.
Andrew (andrew)
If the guest needs to cry about bathrooms and locks, don't give them a refund - just give them a tissue. And be glad that they left.
Airbnb *should* uphold your cancellation policy. None of the guests' complaints constitute a "travel issue" that makes them eligible for a refund. But they will try to tell your guests that they need to "work it out with the host," and possibly even pressure you to offer them a partial refund. That doesn't mean that you should.
Michele
What constitute "travel issues" by AirBnB?
Andrew
www.airbnb.com/help/article/324/ The listing is missing an amenity promised on the site in either the listing’s description, amenities, or photos. The room type of the listing is not what was booked. The number of bedrooms or bathrooms in the listing does not match what was booked. The listing itself or the location of the listing is not what was booked. The listing does not have clean bedding or towels available for all the guests included on the reservation, unless the host has clearly stated that linens are not provided or hasn't marked essentials in their offered amenities. The listing is unsanitary, unsafe, or hazardous to the health of your guests. There is an animal in the listing which was not disclosed prior to booking.
Bekah and Brian (beeandbee)
Agreed. Noooooo refund. Nope.
Jesse
I used what many of you said in my reasoning with Airbnb. This was their response, I understand your concerns regarding your guest.
Clearly these guests were not the best fit and although they were new to the Airbnb community it seems that they should have thoroughly read your listing description.
I see that you have wonderful reviews and clearly you care about your guests experience. I do not want you to have to worry about this situation any longer. Your payout is not going to be adjusted and I will be educating the guest on the different types of bookings available.
Thank you for taking the time to write in about the situation, the resolution center case is now closed.
Andrew
Glad to hear they have swiftly resolved this and made the right call.
Mig (mig)
Excellent result.
Drew
Refreshing outcome. Way to hang in there with this.
Fleur (fleur)
Glad it all worked out ok. She was crying? seriously. I had a bad experience with someone last year that sounds similar and airbnb stood by me 100%, I kept all their money. The only thing i was dissapointed was that i missed the cut off date for her review so i never got to let other hosts what a idiot she was.
Michele
Hi Jesse, how did you get them to cancel the booking?
Jesse
I reported it that night. The guests told me they weren't comfortable in my home after spending 3O minutes in it. I gave them till later that night to cancel. When they didn't, I told Airbnb exactly what happened.
Michele
You told them to cancel and when they didn't you told AirBnB what happened and AirBnB then rehome them? Because I would like to know how to make unhappy guests (who didn't read my listing) cancel their booking.
Jesse
They said they weren't comfortable in my home. I said okay and they left to get a hotel room. When they didn't cancel after a few hours I emailed airbnb and told them the guests left. They contacted the guests. 24 hours later I got paid. Then another day goes by and they put in a complaint that they wanted 5O% back because my listing was inaccurate. Airbnb felt this was not the case and did not issue a refund. Keep in mind I've been doing this for 2 years and this is one of two times there was any issue. Also I have built up two years of good reviews, so Airbnb is even more quick to support me.
Deanna (deannafrommass)
You go, girl!
Deborah (High Priestess)
Many aspects to this question have been addressed, but I wanted to add one more point, which is that this case is a good illustration of why it is important for hosts to be clear in their listing description about all things that "might" be of great concern to guests. In this case Jesse was clear, guest didn't read -- but consider, with regard to the point Andrew brought up about the help article 324, what might happen to a host who was not clear in their listing. The guest might arrive, find the situation not as promised or as described, then complain, and leave, and get all their money back because Airbnb CX would agree with guest that the host had not adequately described the reality of the listing, and/or led guest to expect something that didnt turn out to be there.
Point being, be like Jesse and give a good description, or you might find yourself losing a lot of money because unhappy guests may arrive, then turn around and leave, and you'll be out the cash.