I think every customer service rep at Airbnb should be hosts too. What do you think?
Guest checked in Tuesday at SC Beach condo. Horrible rain & unseasonable chilly weather every day since and expected to continue to her checkout date. She asked me what the policy was if she left early.
My response: " I understand about the rain. I’m sure you are disappointed.
This is from the Airbnb Moderate Cancellation policy: If the guest arrives and decides to leave early, 50% of the accommodation fees for the nights not spent 24 hours after the cancellation occurs are refunded.
To read more, go to Airbnb help & search Moderate Cancellation"
I called Airbnb customer service to ask if she would lose the 10% weekly stay discount if she stays 4 nights. In other words will I receive the full rate for the nights she stays plus partial rent for nights not stayed.
Very polite young man said, “this isn’t a cancellation, it is an alteration request. The rate they pay is whatever you want the alteration request to be…”
Me: “I understand the confusion. Yes, I would offer them an alteration request if they were going to check-in in 2 weeks. They are in the unit now and may want to cancel the remainder of their nights so it fits the example given in the moderate cancellation policy. Will their rate revert to the full rate for the nights stayed, if they cancel?”
Him, " Hmmmm no, this is an alteration request. They can’t cancel a reservation after they arrive. May I help you offer them a change to their reservation?"
Me, “No. They haven’t decided what they want to do. I’m asking them to work directly through Airbnb on this.”
Him, “I’m happy to help you send them an alteration request. They don’t have to accept it.”
ARGGGGG–he couldn’t answer my question and then didn’t understand this is a cancellation!!!
Hey, for those of us who want a 3rd or 4th job, I wonder if we could market ourselves to Airbnb to be work from home Customer Service Reps who “get it”?