Hi,
I’m brand new to Airbnb and my fourth listing turned out to be one from hell. I was contacted at 10 PM on the night that the guest checked in by Airbnb, telling me that they just had an issue, something about the scratches of the windowsill, but they did not have permission to release the pictures that the guest had sent them. I respond probably the Airbnb and they don’t get back to me so I contacted the guest directly through the app and just said that I understood that there was an issue with the property and wondered if I could help, etc. The guest has still yet to acknowledge that I sent that message or the two messages after it. I eventually got to speak with Airbnb and they sent me pictures of some missing paint on window frame, and an old water stain in a bedroom that these guests weren’t even using. Eventually, Airbnb told me they were going to refund 15% of that first night’s day. The ambassador mentioned that the guests had left at 9 AM after that first night. Well, they didn’t tell me this until two days later so the property Sat empty. Airbnb told me that it was not a violation, but a variation in decor. They asked me a few more times if I wanted to give him any refund so I gave him $60 which coupled with the 15% equaled half of one nights base rate. I have dealt with Airbnb every single day since the 12th. Now it’s the 16th and they just called me and told me that they are going to refund his entire stay using air cover which means I have to pay for that because he now claims they did not stay at the property at all and he submitted two other photos of which, one of them is of the ceiling in the hallway. I can’t tell what it is but it looks like another small water stain. (the roof was leaking and has since been completely replaced. This house was built in the early 1900s. It’s an old New Englander and the ceilings will be addressed, but they certainly were not priority.).
I guess I’m just at a loss, this has been a nightmare, and it seems silly to squabble over $350, but it’s not right and I don’t understand how Airbnb can change their position just because they’re being hounded by this jerk.
Any suggestions would be greatly appreciated, I told him that if this goes through, I will be removing my listing and I think that’s probably what I will do
Well, I’m sorry that you’re going through this.
I wouldn’t give up on Airbnb or short-term rentals just yet.
I see the ceiling issue in the second picture but cannot see the problem in the other pictures.l
My guess is that the guest had another reason to leave, that this is an excuse.
Whatever happens on the $350 charge is water under the bridge. Move on.
You have two choices:
- Pause your listing, make the necessary repairs and then put the property back on the short-term rental marketplace.
OR
- Disclose the issues prominently in your listing’s description and find a time between bookings to make the needed repairs. It might be wise to take a pictures of the problem areas, show them in the listing with a caption that says something like ‘Ouch! This is an old water stain that’s on our to-do list!’
Others here might have more clever suggestions, or might direct you to to choice #1.
You have a lovely listing (nicely written and photographed!) but like every new listing there are this-and that things to do (e.g., TV instructions). I’d encourage you to get a picky friend to stay a night to two and critique it for you – to get those details right.
There’ll always be that guest who’s overly fussy or uses something as an excuse to get a refund, discount or whatever. They are the exception, if not rare exception. Yes, Airbnb can disappoint in these disputes, but they do bring in business!
Stay with it. Consider asking folks here to suggest ways that your excellent listing could be even better, work on that house manual and whatever repairs need to be made, then (in a year or so) consider a second additional site to list on (just so you’re not wedded to any one site) and plan for a long-term transition to direct booking (through OwnerRez or another channel manager).
Thank you, that’s some really helpful feedback! Do you think that Airbnb has a leg to stand on with the ceiling issue? Like, they believe that the guest was so horrified that he was unable to spend the night? Or do they just refund anyone who makes a stink?
Regrettably, I think they do.
The guest can say this was not disclosed, was unlike the pictures, shows water stain that might indicate mold/mildew spores for which the guests might have a reaction.
I read elsewhere on this forum that if, say, you re-decorate and it’s clearly (to you and most people) even nicer than what was there before, guests can make the same complaint (without the mold/spore thing).
Anecdotally, they seem overly guest-centric.
But many, many Hosts here have never had a problem. Some people seek out and prey on new Hosts. I’m not saying that this is one of them because they didn’t derive much if any benefit that I can see.
I think you just need to move on and chalk this up to ‘getting started’ quirks.
One big mistake you made was agreeing to refund the guest a further $60. (or even $5). There was no reason to refund and offering to makes it seem like you are accepting some guilt.
Airbnb will always ask hosts to refund if a guest asks for that. Just decline to do so- don’t let yourself be intimidated.
That said, while asking for a refund for some scratched paint is absurd, and a ceiling stain would not affect a guest’s stay, I do think you should have spruced the place up before listing it. That ceiling should have been repainted,as long asthe leak that caused it has been fixed.
Having things that are stained or junky- looking, even if it seems minor, gives guests a general “run-down” impression, even if everything else is fine.
I took a quick look at your listing and it’s cute and cozy, and looks like it’s in a nice location, but I also see peeling wallpaper under a window. That sort of thing, along with the ceiling stain, even though they are small details will give the impression you haven’t put effort into making the place nice for guests. Repainting a ceiling and gluing down wallpaper isn’t a big outlay of time or money.
Scammer guests might look for places that show a bit of neglect in the photos, planning to complain about those things in order to demand a refund. So try to present things in their best possible condition, even though it’s an older “grandma’s house” type place.
I’d advise to also retake the photos with the cords running all over to the outlet bar, and the beds need bedside tables and reading lamps. And what’s with the outdoor carpet just laying in the middle of the yard with the tiki torch next to it? Seems like that should go under your outside seating area.
One of your reviews says there was trouble with the wi-fi and the TV didn’t work. So you aren’t off to a good start at all. Problem is, it’s not 2010 when people stayed in someone’s well lived in and needing maintenance home in exchange for a good price and maybe the company of the next door neighbor’s dog. And if you’re going to find those guests who still want that deal you are going to have to under-promise and overdeliver.
So as has been advised, disclose all the problems in pictures and descriptions… Honestly that ceiling is quite off putting. I wouldn’t demand a refund but I’d be unhappy. And the stairs need paint and really lots of things need to be tidied up before listing, imo.
Airbnb will usually, but not always, side with guests and yes, they do respond to guests bugging them for more. I agree that the ceiling might worry some people. My home is over 200 years old and it is impossible to have it pristine in terms of upkeep. We also have a very low rental rate. I have only had one person in 12 years who had dinged me on a rating explain that our exterior needed painting. It did, but I didn’t have $20,000 at the time. We are a very much a budget rental which may lower some expectations. Perhaps the thing that has served us best is that our most commonly rented room is called Laid Back Victorian Charm. I like to think it attract laid back people.