The story so far:
Four weeks ago, at the beginning of May, I had a guest check-in. He was from Korea, and was visiting Canada for the first time. One of the first things he asked me was whether or not he could store his medication in the refrigerator. This wasn’t a problem, so I agreed. A couple of days into his stay, I noticed that he hadn’t really left his room all that much, and that he had done several loads of laundry on the antibacterial setting. With those three things in mind, I began to wonder if perhaps he was ill and I became concerned about infection for me, and also for my other guest.
I emailed Airbnb help with an urgent request so I could find out what my options were if the guest did in fact turn out to have an infectious illness. At the same time, I contacted the guest to try and get more information, and find out if he needed assistance. Since his English was poor, I messaged him through Airbnb, so he could use the translation apps on his phone to understand what I was asking.
He got back to me right away and said that he actually had a sensitive skin condition and was just avoiding the sun, and re-washing the linen he had brought, which seemed to help. I was happy with his answer, and so his visit proceeded without incident, and he checked out at the end of May.
Today (June 8), I get a callback from the case manager, regarding the email I sent them four weeks ago! I told them that the issue had been dealt with, seeing as the guest had already checked out. I was told by the case manager that their recommended course of action was always for the host to talk to the guest first with any problems before contacting Airbnb.
I get that, but I tried explain to the case manager that the reason I was contacting Airbnb was to find out more information about my options. I didn’t want to present various scenarios to the guest without knowing whether or not I would be in violation of Airbnb’s policies.
The case manager simply didn’t listen. He kept repeating that they always recommend that the host talk to the guest, and he kept interrupting me when I was trying to explain to him that that wasn’t really why I had said the email in the first place. He then said I kept interrupting him, so when I asked to speak to his supervisor, he told me that he was at the top of the line and there was no one above him that I could speak to. I felt like pointing out to him that unless he was Brian Chesky, I was nowhere near the “top of the line”, but I refrained! He was rude, uninformed, and extremely unhelpful.
I got in touch with Airbnb help through Twitter, and it looks like they’re going to email me back, hopefully sooner than they are four week history would seem to indicate.
Has anyone else had bad experiences with Airbnb help? Any suggestions? Share your horror stories here!