Hello lovelies. Here is the little misadventure I had with one of my guests.
And this is a warning for anyone willing to host him or in case similar guests try this trick to get a refund.
12 hours before checkout (he stayed for 3 nights), airbnb customer service contacts me saying that the guest was asking for a 50% refund because he was having trouble getting home.
I double checked airbnb chat box, the guest has never complained once and didn’t do any follow up after I sent him the directions to my home (follow up: i ask my guest about their estimated arrival time to prepare for their welcome). So basically nothing from him except his short msg when he instant booked.
I told customer service that I sent a detailed manual in a pdf link full of any info needed to get home, from address, maps, photos for directions. The manual has even detailed description of how to use anything at home since all the appliances are in Japanese. So there was noway he could have had any difficulty getting home, plus there were no constructions, blockage or anything in the way.
Customer service went ahead and gave the 50% refund adding that the title of my listing was inaccurate and that I should change it. My title being: 5min walk to the station.
I sent the map and screen shot of google maps with my address, the address that i registered with on airbnb platform and it shows that my apartment is exactly 5min walk away at 400m to the station.
Response from airbnb: the guest gave him proof that the listing was further than 5min and included a screen shot of google maps.
I open the image that customer service forwarded to me to find that the guest sent a screenshot of a dropped-pin on google maps somewhere NOT WHERE MY BUILDING IS but 10 minutes away, a complete different address.
When I told customer service about my findings, his reply was short and cold and I quote: I WILL NOT CHANGE MY DECISION.
This is his profile. No bad reviews, I had noway to know that a scam like this was possible. I have been hosting for over two years now, have 200 amazing reviews, and been a superhost since the following term i started, no one has ever complained about my apartment being inaccurate or located further than the 5min.
I feel betrayed, and angry that customer service let me down like that AND NAIVE for not even thinking that this was a possible trick to play to get a huge portion of the reservation back.
The guest wrote me a review, I still have a couple of days before I write mine. I am waiting for other guests to write me a review so that other prospective guests don’t see his review first as i am quite certain he must have said something not positive, because why would he? He asked for a 50% refund AND GOT IT based on a lie!
What would you write in his review?
Thank you for taking the time to read my rant.