Guest who changed dates now has covid

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So I had a guest who was supposed to come last Sunday/Monday and the week before asked to change it to Saturday/sunday. I said no (because I would lose out on a possible fri/sat booking) so on Saturday she asked to move it up a week.

Against my own personal policy I allowed it, almost hoping she would cancel…

So yesterday, Saturday she texted she had covid and could she move the reservation again! She did not put in a reservation change request and I have not responded to her.

Now it is check in day and I have decided I will not be allowing her to check in should she try. I found this in the AirBnb help center regarding Covid: My emphasis added

What happens if my guests or I get COVID-19?
If a Host or a guest has tested positive for or been exposed to COVID-19 within the past 14 days, or if they are experiencing symptoms of COVID-19, it’s Airbnb’s policy that guests should not check in and Hosts should not enter their space or interact with guests in person.

If a guest gets sick with COVID-19 and wants to cancel, the Host’s cancellation policy [will apply](https://www.airbnb.com/resources/hosting-homes/a/removing-covid-19-as-an-extenuating-circumstance-523) to bookings made on or after May 31, 2022.* If a guest has already checked in and either you or they get COVID-19, contact Airbnb to let us know so we can help.

So wise peers, am I the Ahole here? I am not allowing check in and I will not refund at this late date. I do not want this guest back regardless (because of the multiple change requests) so I will not offer her a future date.

RR

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No, you did the right thing. I don’t think there’s a host in the world who would want anyone who tested positive for covid.

Imagine booking a table in a busy, popular restaurant, then phoning back and saying “I booked for four people at 8 pm but want to change it to people at 10pm” then calling again and saying “I want to change it to next Thursday for six people at 7pm, oh and I’ve got covid” and then…

I sometimes think that there are a few guests who don’t see STR operators as being businesses just like all the others.

Your cancellation policy is your cancellation policy and that’s that. She can’t expect to text one day that she has covid and then expect to check in anywhere the next day.

That says it all.

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to be fair you can’t have it both ways if you don’t want to allow her to check in then you will need to refund her @RiverRock

personally I would have told her if she feels she can’t travel and wants to cancel - her cancellation will be processed under the cancellation policy she booked under.

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I’m suspicious of the covid excuse.

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Then why have a refund policy at all if there is no intention of applying it? Why should AirBnb have a policy of not checking in with covid if there is no intention of applying it?

She does not get a choice to travel with Covid, not according to AirBnb TOS which she has agreed to.

RR

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So am I

I sent her this message this morning:

Thanks so much for letting me know about your diagnosis. Hoping for a quick recovery for you.

Since Airbnb does not permit guests to check in with Covid or symptoms of it, you’ll need to cancel and Airbnb will automatically process any available refunds based on the policy agreed to at booking. Once that’s completed you may immediately reach out to your travel insurance provider to assist with any claims. Sorry we won’t get the opportunity to host you this time. Get well soon!

Canceling your reservation for a stay - Airbnb Help Center"

Now she is asking to push the reservation out to November.

Nope

RR

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She’s one of those folks who don’t realize that she’s more trouble than she’s worth.

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Lol, how true.

Just off phone with CS and explained that they needed to cancel on guests behalf. The CS agent said they would call her, then asked if I would host her for the dates she has already booked (today thru tues). I explained to the agent that that would be against AirBnb policy…

So now I am expecting they will cancel on her behalf, but will see. The next fight will likely be the review which should not be allowed in the first place. I am hoping that by getting it cancelled before check in that it will be a mute issue.

RR

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“Excuse me? Are you seriously suggesting that a guest who told me she has Covid be allowed to stay and contaminate the unit? Which is against Airbnb policy?”

I also suspect the guest was using Covid as a ploy to get you to allow a date change. Sounds like she’s read all the online hacks for cancelling and getting a 100% refund.

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I declined the reservation change and told the guest this:

I am sorry but at this point I am uncomfortable accepting your alteration request . You have submitted 3 reservation requests, one which I allowed. At this point I think it is best you cancel since you cannot keep your reservation. Sorry that it did not work out

Now she has messaged 4 times since, it is so unfair! I told her to cancel and I would refund any nights I get rebooked.

Now she says she has called airbnb and asked for a full refund since I am being unreasonable.

I do not care, I am really over entitled guests and it would not take much for me to swap to full time rentals, the prices for rentals are off the charts right now. But then there are entitled tenants who think they own the place. Lol

I really hope that AirBnb will stop dragging their feet and cancel this before check in

RR

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SO here is the latest from CS

Airbnb customer service team.

I’m contacting you regarding XXXX reservation.

The reservation code is XXXXXX

XXXX has contacted us to inform us that she made a booking, and she got unfourtuanlly COVID and she won’t be able to make it to the listing today, and that’s why she made an alteration request but seems you don’t accept it anymore.

We can help Lisa with this and make this cancellation on our behalf, but only if you agree to offer him a full refund.

We cannot proceed without the confirmation of a host in this kind of situation.

Therefore I would like to know your point of view and your decision, in order to offer you an answer.

Thank you very much for your understanding.

Do not hesitate to reply to my message, if you need more information.

I remain at your disposal.

Have a wonderful day!
Mohamed

Me 11:05 AM

I am confused, why would you suggest I refund the guest against my policy and the AirBnb terms of service? As you should know the extenuating circumstance policy for this reservation does not cover covid. Furthermore AirBnb’s policy states that a guest should not check in with covid. I do not agree to refund anything outside of my policy. Please cancel this on the guests behalf. I have told the guest that I would refund any nights that get re booked which is above and beyond the policy.

Thank you

Message from Airbnb Support

Airbnb Support11:08 AM

Hello ,

We usually ask Hosts if they would like to refund their Guests, it’s of course up to you at the end.

I just needed your confirmation about this, so I can inform the Guest about it as well.

Thank you for letting me know about your decision I totally understand, it’s your right and decision at the end.

We would like to inform you that our investigation revealed that the concern has already been resolved. Therefore, we are considering this claim as closed.we are here for you whenever you need us at: www.airbnb.com/help

Best Regards,
Mohamed

ME 11:09 AM

I do not see that the reservation has been cancelled for the guest?

What is the resolution?

Message from Airbnb Support

Airbnb Support11:11 AM

I will update this as soon as possible.

Of course the reservation will be cancelled from the Guest part.

(Still not cancelled though…)

RR

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Wow, that CS script is certainly disingenuous:

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I know that genders are fluid more than ever these days but that seems a bit over-the-top politically correct. Or incorrect. Or something…

:slight_smile:

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I loved your response back to the guest…100 percent! I also have a guest who stayed with me once and has been a PITA for the past two years, making reservations and canceling…I no longer respond to any of her messages.

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Oh my F ing dog

The incompetence of AirBnb is just hard to grasp.

They tried to backtrack, said the guest does not really have covid and will be coming anyway.

LOTS of back and forth, the guy online just does not know how to read or comprehend the policy I sent him.

While going back and forth with Mohamad I got on the phone and told a cs agent what was going on and that I would not hang up without a resolution.

As it stands they are offering me an admin cancel (no reviews) with about 60% payout to me and 100% refund to her. I said yes as long as she does not get to review me. I am currently still on hold while they confirm guest will accept the refund. Also he said he was trying to increase my payout but at this point I do not care I will take the $200 vs 335

Still on hold, still not resolved

RR

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Holy cow! What a freaking mess! So Airbnb CS can’t read and understand their company’s own policies. What a bunch of wusses.

Hope you have something amusing to do—crossword puzzle, needlecraft, welding—while you’re waiting.

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I think I’d lose my temper with this woman.

“Lisa, you are obviously a liar. You told me you have covid and now you’ve told the CSR you don’t. I would never knowingly host such a manipulative and deceitful person. In addition, you’ve almost certainly blocked my rental from being reserved by a respectful and decent person.”

Or maybe I’d just rant here and wait it out. I would want to warn other hosts about her in a review so I wouldn’t ask the CSR for that.

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Ok, this should be the final resolution …

After 55 minutes, countless back and forths with Pablo the helpful CS rep it ends with a admin cancel, full refund to guest and full payout to me which Pablo said would happen in the next 15 minutes.

I will report in when I get paid!

Hopefully any minute now

RR

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I don’t want the 1 star from her, she has 55 pretty decent reviews HOWEVER she does not always leave good reviews for host.

As long as nobody changes their minds (airBnb) I am happy with the resolution that Pablo the helpful CS person worked out.

RR

Edited to ad, reservation canceled by AirBnb

Pablo working on my payout

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I hate that they reward the guest for bad behavior. I don’t want to host this woman.

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