Shitty indeed and completely in line with the crap that’s been coming out of Airbnb lately. From the guest that took my property and then was able to decide what they thought was an appropriate amount to reimburse me with (umbrella cost £10 guest decided £3 was appropriate. Air sided with the guest), to crappy reviews that complain about things clearly disclosed in the listing (ah but it’s their experience say Airbnb) to this frankly incredible situation where your listing has an internal stairwell and some cute IKEA shelving not pictured and this is seen as a reason to cancel a stay. In that case I am in trouble as my property looks nothing like it did 2 years ago when I started hosting. It’s much nicer but I guess that won’t stop an idiot who decides they want to get out of the booking. And by the way I’ve had that spiel from them about ‘you’re a great host and that’s why we didn’t take this decision lightly’. Total crap is what it is; that’s clearly something they’re trained to say to placate hosts.
Shame on Airbnb. In all this massive growth and they have lost their grip on common sense.
By the way, the rep who grew up in Arizona with the outdoor stairs? Stupid example. No picture and I can imagine some people will complain they thought that the flat was on the ground floor; add a picture and apparently you can complain it’s not your own personal staircase !!! Truly infuriating , I feel for you.
And I do believe this type of nit picky behaviour is new. Two years ago I was a superhost which I held for 4 quarters. Now I have a listing with 4.5 stars across all catergories except cleanliness and communication. Weirdly the only thing consistently changing is the guests, who increasingly expect good value accommodation to also be perfect and to comply with their own personal expectations of what housing should be. Nope. A flat in central London is never going to match a flat in LA. So for guests to expect things to be the same as they are used to at home in a foreign country is ridiculous !