I work at a mid-sized property with many rooms up on Airbnb. Last Friday we had a customer that had a $550 booking for the weekend and they didn’t come. It was University of Virginia graduation weekend and if we had known the guests were not coming we could have rented the cottage in a second. The guest did not let us know they weren’t coming until after the office closed for the night.
On Airbnb we had selected the strict policy for cancellations. The guest had agreed to those terms when they booked so we expected to get paid. The funds for the stay were deposited in our account on Monday so even though we had wasted quite a bit of money on food, flowers and perishable gifts for the guest room we were fine because at least we got paid. Then at 8:00 PM on Monday night we got the following email:
We’re just getting back to you with an update regarding your guest. She gave us documentation to show they did indeed have a valid extenuating circumstance. So, we’ve cleared your calendar for these dates, and refunded your guest in full. This means you won’t get a payout for this reservation. You can review our Extenuating Circumstances Policy and we really do apologize for the inconvenience caused, thanks for understanding. Let me know if you have other questions.
Do you see the last sentence? “Let me know if you have other questions”. Within a few minutes of receiving this email we responded with questions. Since then we have followed up a dozen times by email and phone (thanks to Airbnb Hell, as even as a Superhost you can’t find a phone number) and never gotten a response from Airbnb. The money was deposited in our account and the Airbnb website shows they are trying to take their money back through EFT.
I have responded that each day we will deactivate one unit and move it to Expedia until we hear from Airbnb customer service. So far they have lost three of 21 listings. I have also told them if they do withdraw any money from our account I will delist every unit permanently. The world is full of bad customer service but with the phone, electric or internet providers at least I can speak to someone and get an answer. With Airbnb there is no customer service at all. Honestly the worst company in the world.