My rant is pretty simple, I had guest check out at 4pm rather than noon and I was told to create a “resolution” which I have done many of in the past. The comedy with the airbnb support person Darren F. begin:
Darren states: In reference to your resolution center claim #xyz for your reservation for your guest X. Inasmuch as there has been no supporting documentation submitted regarding the tape on the wall nor the late checkout, your claim is hereby denied.
My response: Darren, there’s nowhere to upload them… so I have attached it.
3 days later, Darren states: Thanks for getting back to me. We won’t be able to support your claim based on the documentation that you have submitted
…this is where it all gets ugly.
My response: Darren, you’re light on details and quick to make judgements. What are you basing you decision on and what documents do YOU need to substantiate the claim. I’ve been hosting for a while now and you don’t seem to behave like everybody else. Perhaps you can hand off the case to somebody else
Darren states: Thanks for getting back to me. My apologies for the confusion. I do realize that you have been hosting for awhile and that is appreciated for sure. Also understand that these situations must be mediated objectively with both parties in mind as you are both our customers. I would counter that rather than being light on details, being attentive to the details is what I must do in order to make fair decisions when deciding these mediations. Regarding the tape on the wall issue, the guest denies this and you have submitted no documentation, photos or anything else. I’m not sure what you were expecting from that.
I am well versed and very well experienced in mediating resolution center cases and with all due respect, the document that you have submitted could have been created in a few minutes after receiving the denial notice. The guest also firmly denies being in the listing when you said that he was. Furthermore you are claiming $225.00 for a late checkout? That is $55 less then the nightly rate of the listing. With all due respect that is absurd. I do realize that you manage a lot of listings at the MGM and other place in Las Vegas however I also have an obligation to our guests to provide them with fair resolutions. Once a guest has a marginal claim enforced upon them without sufficient documentation then the chances are that they will never travel with Airbnb again. When that happens, everyone loses including you.
I cannot believe this person just accused me of fraud…
My response: As I mentioned in my prior email - your system did not allow me to attach any documentation, thus I was waiting for someone at airbnb to pick up the ticket so I could forward it appropriately.
Second, you state below that […could have been created in a few minutes…]. Airbnb is committed to trust and safety. It is insulting and rather irresponsible for you to have stated below that I made up that document after receiving a denial notice.
The rules that we have put in place are for a very good reason; it may not be apparent to you, but we may have to make another guest wait to check-in, reschedule our cleaners or reschedule our maintenance crew. All of which costs us time and money. Did it ever occur to you that checking out as late as this did, doesn’t allow us to have another guest book and stay in the suite on that same day, so it’s a total loss of 1-day revenue for us? I guess not.
Darren, let me bring to your attention that I did $741,258 in sales on airbnb last year, this year alone, $410,267. I have no desire to squabble about $225, nor is it life changing for me, the fee simply covers our costs when guests are inconsiderate and don’t follow the rules. While you’re very concerned about your guest - you seem to leave out the concern for the landlord that is also involved and rather loose a landlord. I hope you’re decision was a wise one. We have delisted all 20 suites that we had on airbnb and when asked, I will attribute it to your lack of understand and ability to resolve correctly this issue. Make no mistake, this is the straw that broke the camels back.
Had you have called the phone number on the letter to verify - or what I call, DOING YOUR JOB to get the facts straight. You may have found that the hotel staff did indeed generate and send this letter.
…Yes these were the real numbers.
The best part of the whole thing is that he CLOSED THE CASE and never responded.
Would not rent on airbnb again.