I had a guest depart with no explanation after my caretaker said that he seemed happy with my place when he arrived. When the reservation ended, Airbnb informed me that they refunded the guest the entire cost ($751) based on photos that showed my place wasn’t clean. After multiple calls and emails to Airbnb, they finally share the photos which include things like the inside of a garbage can. While one image shows a legitimate though minor cleanliness issue, the rest are clearly the work of a very fussy guest. (Of course I have dozens of positive reviews to prove that cleanliness has never been an issue with my place in the past as I hire professional cleaners.)
I have yet to speak to any kind of manager at Airbnb in spite of numerous requests and assurances, and have been told that the decision to refund the entire amount stands. I’m still trying to contact them (currently on hold for over 30 minutes) to get some justice, but it seems that this is another case of Airbnb treating hosts like dirt while doing everything they can to please guests.
If the guest had been told to contact me or Airbnb contacted me earlier so I could at least try to get a last-minute booking, I would feel differently. I am generally willing to make adjustments to reservations so that guests are happy and I don’t lose income.
This is the second experience that I have had where Airbnb disregarded my strict cancellation policy (the first time was due to weather!) so I am considering switching to one of the other services. I know others have had similar issues with Airbnb. Are any of you switching? What are other good services? How do they compare?