AirBnB told me to approve a non verified... And lost me money and refuse to apologize or pay me back

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I’ve been a Superhost for 3 years. I co-host 12 other cabins, I even tell new clients to only do AirBnB and not VRBO or FlipKey. I have my own site where I can take payments but still send them to AirBnB. But that may end now.

Last night a neighbor who also rents recommended a renter to me as she was full for the next day. (Today) The renter wanted to pay me PayPal but since I didn’t know him I figured better safe and have him book on AirBnB. He had a bunch of issues trying to sign up, so I told him to call AirBnB. During this time I got another reservation (#2) and let the original renter (#1) know that he had an hour to straighten this out or I would have to accept the new reservation.

30 minutes later, at 11pm AirBnB called me telling me that #1 was trying to book but couldn’t as #2 requested and thus blocked the calendar and that I needed to reject #2 I asked them if #1 was verified and if so I could cancel #2 - but I didn’t want to cancel #2 only to find out #1 wasn’t able to get verified. Tim from AirBnB assured me that #1 would go thru. So as I was on the phone with Tim, with him walking me thru it, I cancelled #1, once again asking Tim “Are you sure #1 will go thru” he said without a doubt this will go thru.

I then waited, midnight, Nothing. I texted the renter, he said he was on the phone with AirBnB still. 1am, 2am nothing. I woke up at 7am, nothing. Renter #1 finally texts me at 9am, AirBnB won’t immediately approve his payment- and he’s on hold til… who knows when.

I contact #2 hoping they didn’t book something else, they did but liked my place so much they cancelled the new one (with 50% loss) and asked me to give them $50 back- so they could say at my place today- I did.

So out $50- not as bad as the $300 I thought I was going to be, I contact AirBnB and explain that I should be compensated as they assured me 2 times and even called ME to tell me not to keep #2 and to honor #1. Tim refused and said it was my fault. I asked to speak to a supervisor, he wrote me back that Supervisors agreed with him.

So to review: AirBnB calls me, tells me a renter is verified and to accept his reservation, and not the verified one, only to turn out the one they insisted on having me book was not verified, thus losing me both reservations at full price, and that it’s my fault.

Wow.

UPDATE: After 20 back and forth emails, AirBnB started insisting they never called me and said I may be making it up. I sent them a screen shot of my phone, showing they called.

10 hours later an apology and they gave me my $50 back.

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Wow so sorry this happened to you.

You are a much more experienced host than me, but personally I would never have considered renter #1 once I knew he was having issues signing up, regardless of what Airbnb said, when I knew I had renter #2 who was able to make a confirmed booking there and then.

A bird in the hand as they say…

You can try reaching out to them on Twitter but I don’t think they will credit you $50 back.

Harsh lesson learnt. Always accept the person able to make a confirmed booking, not one that is having problems setting up any account/setting payment method up.

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I also would have taken #2, first come first served.

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I would have also taken number 2. The one with cash in hand.

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Why you send them
To book through Airbnb if they contact you directly? You rent out cabins for vacationers, is that what it is? If yes why not take damage deposit and do it yourself? What is so special about Airbnb that you can’t do it by yourself?
As much as I enjoy dealing with Air but they not always were super helpful when it comes to damage deposits , at least in my case. I prefer dealing with guest directly whenever I can

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I would usually take #2 as well but, again, AirBnB called me and told me #1 was verified and they asked first.

I told them to go to AirBnB as it just feels “safer” stupid mistake.

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UPDATE: After 20 back and forth emails, AirBnB started insisting they never called me and said I may be making it up. I sent them a screen shot of my phone, showing they called.

10 hours later an apology and they gave me my $50 back.

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Wow BBR! Ridiculous. Glad you got your money back!

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Great news, they should have given you a credit too for the inconvenience.

Well done for getting your money back.

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I’m glad you had a positive-ish outcome. As so many hosts have had Airbnb customer service representatives give ill informed advise then not take responsibility; I would recommend that we tell the customer service representatives that we will act on their advice once we receive it in the form of an email.

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