I recently have a guest complain about the cleaning at my home. My manager messaged him that she wanted to come out and clean the home to his satisfaction. He responded he already finished the touchup. She also asked why he didn’t complain when she was at the property around 5 pm of the same day. He did not respond.
An Airbnb rep called to say the guest was complaining about the cleaning. She followed up with a message that she was going to refund him 50% of his 4-night stay and 100% of the cleaning fee.
I tried sending her the messages that show we responded immediately but she just said her decision was final and then strangely threatened me with sanctions if I continue to have cleaning issues. Please see the screenshot.
I accept that not every rep has a crystal ball but what concerns me if they are not following their own rules about allowing the host to remedy the guest’s complaint.
In addition, the guest has zero reviews and I have over 170. I added my properties to VRBO and opened the calenders to see how I like that platform. I do not want to give up on Airbnb but I don’t know what rules I am playing with.
First-time poster. Hoping for some feedback. I implemented my manager having guests sign a letter saying the home is cleaned to their satisfaction so we will see if that helps but if the reps are doing whatever they want without getting feedback from hosts it doesn’t seem like it will help.