AIRBNB is siding more and more with guests

AIRBNB is siding more and more with guests

Real Estate Agent · Chicago, IL · Member since 2017 · 2k+ posts · 2k+ votes

Just a warning. Recently lost a $700 booking. The guest had only one 3 star rating and it auto accepted her. I now have changed it to manual approval it is a lesson learned. So first day she arrives she calls me and says I feel unsafe as heard yelling next door, I offer to followup with tenants across the hall to make sure everything OK. She then files a claim with airbnb about the yelling and airbnb denies it. After she got denied she made up that she smelled marijuana in unit which is forsure a lie as no one had even been in unit for over 36 hours. She also sent airbnb photos of dust on a exterior window sill, scratches on the door, some paint cans which were in hallway of the apartment building and airbnb granted her a full refund including the cleaning fee so I had to pay to have unit re-cleaned out of pocket and lost $700. I escalated with airbnb talked to numerous people and the answer was a firm sorry its done she has a full refund. 

Airbnb is still a great resource but I am going to start pushing more and more towards outside airbnb bookings to avoid future issues like this. It's also a good lesson to only accept guests with good reviews. Problem guests are likely to be problem guests in the future. 

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Luke CarlPro Member
Rental Property Investor · Tennessee Florida · Member since 2016 · 4k+ posts · 5k+ votes
3y

It is what it is. Have to know more about Airbnb than Airbnb knows about Airbnb. Which isn’t that hard 😍

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  • Collin HaysBusiness Member
    Property Manager · Gatlinburg, TN · Member since 2020 · 3k+ posts · 4k+ votes
    3y
    Quote from @Henry Lazerow:

    Just a warning. Recently lost a $700 booking. The guest had only one 3 star rating and it auto accepted her. I now have changed it to manual approval it is a lesson learned. So first day she arrives she calls me and says I feel unsafe as heard yelling next door, I offer to followup with tenants across the hall to make sure everything OK. She then files a claim with airbnb about the yelling and airbnb denies it. After she got denied she made up that she smelled marijuana in unit which is forsure a lie as no one had even been in unit for over 36 hours. She also sent airbnb photos of dust on a exterior window sill, scratches on the door, some paint cans which were in hallway of the apartment building and airbnb granted her a full refund including the cleaning fee so I had to pay to have unit re-cleaned out of pocket and lost $700. I escalated with airbnb talked to numerous people and the answer was a firm sorry its done she has a full refund. 

    Airbnb is still a great resource but I am going to start pushing more and more towards outside airbnb bookings to avoid future issues like this. It's also a good lesson to only accept guests with good reviews. Problem guests are likely to be problem guests in the future. 

    Airbnb is unethical.  During COVID, they placed homeowners in the position of insurers and arbitrarily refunded $ millions.  This while simultaneously pocketing all the $$ they collected from the guests that bought trip cancellation insurance from Airbnb.
    It doesn’t get any more disgusting than that.  I’m very surprised there wasn’t a class action suit filed by hosts.

    WE DON’T DO BUSINESS WITH AIRBNB.

  • Luke CarlPro Member
    Rental Property Investor · Tennessee Florida · Member since 2016 · 4k+ posts · 5k+ votes
    3y

    It is what it is. Have to know more about Airbnb than Airbnb knows about Airbnb. Which isn’t that hard 😍

  • Michael BaumPro Member
    Olympia, WA · Member since 2016 · 8k+ posts · 7k+ votes
    3y

    I would say that this isn't typical. At least the behavior of the guests in my experience. I have had some complainers but nothing like this.

    I will say that our interaction with AirBNB has mostly been positive. All our damages have been done by AirBNB guests vs VRBO and each time AirBNB has paid out for the repairs/replacement.

    I have never had a guest request a refund. That is our experience. I have read the horror stories about AirBNB guests going bug nutz in the house etc, but frankly, it's the internet.

    All you are going to hear/read is about the worst of the worst. It makes for interesting reading vs the thousands of great experiences by guests and hosts alike.

    I am really sorry about the issues you faced @Henry Lazerow. We don't nor have ever allowed instant booking. I chat with each and every guest before they book. I feel it really cuts down on problems.

    Now that you have turned off instant booking, it is a tad more work for you but it will help with both screening of guests but more importantly, it helps build 5 star review for excellent guest communications. They feel good about it!

  • Cliff H.Pro Member
    Rental Property Investor · Nashua, NH · Member since 2014 · 587 posts · 477 votes
    3y

    This is normal so you'll need to adapt or sell elsewhere. OTA/channel markets are the equivalent of selling your soap at Walmart: if you want their customers and foot traffic you have to play by their rules. Those who don't like the rules should find other places to sell. 

  • Investor · Member since 2022 · 1k+ posts · 754 votes
    3y

    I think this is an odd situation. Not typically behavior. Have to make sure your listing is clear to ward off bad guests 

  • Sarah KensingerPro Member
    Real Estate Consultant · OH · Member since 2023 · 2k+ posts · 1k+ votes
    3y

    Airbnb usually does side with the guest because they need more guests to fill all the properties on their platform. But you can fight certain things even if it takes call after call to customer service and hours on the phone. You should have direct booking for repeat guests, but you'll still need Airbnb/VRBO. Just educate yourself on how and why Airbnb does what they do, and make sure your listing is targeting the right type of people.

  • Andrew SteffensBusiness Member
    Tampa, FL · Member since 2022 · 3k+ posts · 3k+ votes
    3y

    Airbnb is has been guest sides since I started with them 7 years ago, so unfortunately no surprise there.  We have gotten on to 12 other listing sites and have gotten them down to around 40% of our total booking volume.  Would like to see that go down further.

  • Don KonipolBusiness Member
    Investor · The Woodlands TX / Avon, CT · Member since 2009 · 6k+ posts · 10k+ votes
    3y
    Quote from @Henry Lazerow:

    Just a warning. Recently lost a $700 booking. The guest had only one 3 star rating and it auto accepted her. I now have changed it to manual approval it is a lesson learned. So first day she arrives she calls me and says I feel unsafe as heard yelling next door, I offer to followup with tenants across the hall to make sure everything OK. She then files a claim with airbnb about the yelling and airbnb denies it. After she got denied she made up that she smelled marijuana in unit which is forsure a lie as no one had even been in unit for over 36 hours. She also sent airbnb photos of dust on a exterior window sill, scratches on the door, some paint cans which were in hallway of the apartment building and airbnb granted her a full refund including the cleaning fee so I had to pay to have unit re-cleaned out of pocket and lost $700. I escalated with airbnb talked to numerous people and the answer was a firm sorry its done she has a full refund. 

    Airbnb is still a great resource but I am going to start pushing more and more towards outside airbnb bookings to avoid future issues like this. It's also a good lesson to only accept guests with good reviews. Problem guests are likely to be problem guests in the future. 

    Airbnb MUST ERR ON THE GUSEST SIDE to keep the deal flow going!  Once word gets out that Airbnb doesn’t provide “good” customer service, a large percentage of renters will look for other alternatives - and a competitor guest friendly will emerge.  Unlike a hotel, the decision maker in a complaint is not at the property.  So when a guest 
    scams” the system, or has unrealistic expectations, the “fairness” aspect of the system breaks down.  And most often the property owner is left holding the bag. 
    My ex wife used to work with a person that bragged that her and her husband would order take out from a restaurant, then after the food was delivered claim that the food was not good, and get a refund from either the restaurant or credit card.  She said she got one free meal per week this way.  I’m sure she’s now doing the same thing on the Airbnb platform.  
    The other type of guest is the one with unrealistic expectations; they pay $200 per night and expect $1000 per night accommodations.
    Look, many STR I stayed at weren’t in perfect condition despite the high prices I paid.  Even though the landlord was willing to make fixes immediately, the property never should have been rented before these issues were fixed.  But the same is true of hotels.  Perfection is hard to obtain, and the tendency is to do the least work acceptable.  Everyone claims to have the best cleaners, etc.  Well, not so.  Apparently many if not most hosts rely on their cleaners to report broken items, however I find that obvious items needing repair are not fixed and remain broken upon my arrival.  Of course I don’t complain to Airbnb or demand a refund or credit; I just inform the property owner/manager.  In almost every case the problem is handled within a very short period of time and I’m satisfied with that.  
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  • Bruce WoodruffPro Member
    Contractor/Investor/Consultant · San Diego / Phoenix · Member since 2021 · 12k+ posts · 15k+ votes
    3y

    @Henry Lazerow Sorry this happened to you......but it is a part of this business and if you want to continue in it, you must get used to it. However there is no rule that says you must focus on ABNB. Spread out as fast as you can and put your rental on every other site out there, including and especially your own direct book website (you have one right? :-)

  • KiKi ChaseBusiness Member
    Real Estate Agent · Indianapolis, IN · Member since 2022 · 184 posts · 75 votes
    3y

    That sucks! We have had stuff like this happen before, and there's really no way to get through to Airbnb or their support. It's frustrating! 

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  • Samuel CoronadoPro Member
    Investor · Huntsville, AL · Member since 2016 · 334 posts · 181 votes
    2y

    The customer is always right. So many businesses are forgetting this. 

  • Michael BaumPro Member
    Olympia, WA · Member since 2016 · 8k+ posts · 7k+ votes
    2y
    Quote from @Samuel Coronado:

    The customer is always right. So many businesses are forgetting this. 

    Yeah, but in this case, which customer? The guest is our customer and we are AirBNB's customer right? That is a way to look at it.

    I will say that often times the customer isn't always right. If I don't allow smoking in our home and they do, they are in the wrong.
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