A.Win
TUG Member
I wanted to share my nightmare experience with AirBNB as a host and get your thoughts on the situation. What would you do?
To AirBNB, I completely disagree with your response to the guest's complaint. The guest checked in Friday. On Saturday, they complained about bed bugs, so the resort kindly provided another unit for Sat. night. On Sunday at 3:10 PM they finally check out. At 6:43 PM, they inform me that BOTH units had bed bugs. What are the chances of TWO units having bed bugs? Why did the guests enjoy the unit until 3:10 PM? My guess is they checked out a few hours early only because the evening forecast was snow and freezing rain. Or perhaps they had to work on Monday and never planned to stay over Sunday. The checkout time is 10 AM, but the guest checked out at 3:10 PM. So technically the guests used all 3 days of the reservation (Friday, Saturday, and part of Sunday).
If they checked out early, they may be entitled to a refund. Let me repeat that it is extremely unlikely for TWO units to have bed bug problems. This is like eating your entire steak and then complaining that you want a refund because you did not like the taste. AirBNB forced me to refund 2 out of 3 nights.
AirBNB also insisted that I have the unit inspected. I explained that this is a timeshare unit and that it is not MY unit to control. So they removed my listing even though I explained this to them. This is completely ridiculous but it is not a big deal as they also allow hosts to create new listings at any time.
Finally, the guests have 0 feedback. I have hosted hundreds of guests the past few years in my homes and in my timeshares. I am a "Super Host" yet AirBNB treats me poorly.
As a host, I also seem to have problems with a certain demographic group. I aim to treat everyone equally, but experienced hosts know which groups cause more problems. I started by accepting nearly anybody, but I am now careful and ask guests more questions to clarify their intentions.
To AirBNB, I completely disagree with your response to the guest's complaint. The guest checked in Friday. On Saturday, they complained about bed bugs, so the resort kindly provided another unit for Sat. night. On Sunday at 3:10 PM they finally check out. At 6:43 PM, they inform me that BOTH units had bed bugs. What are the chances of TWO units having bed bugs? Why did the guests enjoy the unit until 3:10 PM? My guess is they checked out a few hours early only because the evening forecast was snow and freezing rain. Or perhaps they had to work on Monday and never planned to stay over Sunday. The checkout time is 10 AM, but the guest checked out at 3:10 PM. So technically the guests used all 3 days of the reservation (Friday, Saturday, and part of Sunday).
If they checked out early, they may be entitled to a refund. Let me repeat that it is extremely unlikely for TWO units to have bed bug problems. This is like eating your entire steak and then complaining that you want a refund because you did not like the taste. AirBNB forced me to refund 2 out of 3 nights.
AirBNB also insisted that I have the unit inspected. I explained that this is a timeshare unit and that it is not MY unit to control. So they removed my listing even though I explained this to them. This is completely ridiculous but it is not a big deal as they also allow hosts to create new listings at any time.
Finally, the guests have 0 feedback. I have hosted hundreds of guests the past few years in my homes and in my timeshares. I am a "Super Host" yet AirBNB treats me poorly.
As a host, I also seem to have problems with a certain demographic group. I aim to treat everyone equally, but experienced hosts know which groups cause more problems. I started by accepting nearly anybody, but I am now careful and ask guests more questions to clarify their intentions.