This guest provided a 2 word into: “visit daughter”. She booked on less than 12 hours’ notice, probably while staying in her first ever Airbnb suite. The review from this stay did not show until after she was en route, which for some reason took another 12 hours, but she was still able to IB.
The Case Manager was an aggressive American who insisted that her 2 words were a sufficient introduction. He DID make several attempts to contact her, but for reasons of her own, she chose to ignore these and proceed to my home.
I found her and her daughter in my kitchen (I have self check in) about 9:30 pm when I came in from the gym. The guest immediately attacked me verbally, calling me ugly, old, stupid, and incompetent. She refused any offer of assistance, and continued to rant at me outside of my home.
The Case Manager formally apologized to me. He also surmised that “some hosts should not be on Airbnb”. Hmmm - I was, and still am, SH. But that, and $2, will get you a coffee, not credibility. He cancelled the reservation using 1 out of the 3 IB cancellation options we have per year.
As most of us have seen, much depends on the CSR or Case Manager we deal with. For my part, I now have an Everest of CYA descriptions, terms and rules, and proudly acknowledge same on my profile. I was, and am, very picky. And I have no problem turfing bad apples on the spot.
I also learned that “support” from Airbnb is sporadic. I am responsible for who gets in and out of my home, and in effect, am my own Host Guarantee.
From all accounts, this case was exceptional. In fairness, 95% of guests are pleasant, easy to deal with, and in many cases have been a pleasure to accommodate. Of late, there’s been less of them, but the quality of the people has been, at times, extraordinary. That’s why I keep doing what I’m doing.