I've been with Airbnb since 2010. I'm a highly rated host and until today a big fan of Airbnb. Today they allowed a guest to cancel his month long reservation after one night because the "Guest and Airbnb's investigators determined that a picture of the stairwell leading up to my 4th floor 2bd apartment in a Brownstone in Brooklyn was mis-represented as private." As we all know who have lived on this earth for any amount of time that stairwells leading to various floors in any building are not private but necessary egresses to reach apartment doors...for friends, food delivery etc.
Adding injury to insult, this particular egress/stairwell instead of leading to many apartment doors only leads to one as my apartment is the entire top floor of the building. So as stairwells/egresses go it has the lowest possible traffic. The guests claimed they felt security was an issue because the stairwell was shared...they are saying this about a low residence building of only 4 apartments one on each floor.
This bogus claim which Airbnb fully supported by refunding the guest the entire monthly rental fee before I had a chance to even survey my apartment which puts my security at risk.
They did not even require them to pay the night they spent or a cleaning fee.
If they can do this at will over an argument that is so clearly bogus and nothing I could ever have imagined I'd have to clarify, and even though my cancellation policy is set at strict, what will keep them from doing it again. So the lesson learned for me is that their contract with me is in bad faith. They showed no interest in any concessions to me and the devastating financial loss this causes me.
Note: my neighborhood is vary diverse. i can't help but wonder what the real reason for my guests "security" problem because I cannot believe it was because they did not realize that stairwells are shared. I have lived in my neighborhood in my apartment as a single 5' 2" female for over 10 years and I love my neighbors.
I think Airbnb has changed. It is no longer on our side. Why Airbnb?