Posted on November 29, 2019August 22, 2020 by Lucienne
Last Updated on August 22, 2020 by Lucienne
This post is part 2 of 3 in my story about the worst Airbnb guests ever. In part 1 I give a horror account of the weekend where we endured the most terrible Airbnb guests in our Cosy Garden Cottage. Part 3 I share a step by step guide on how I used the Airbnb Resolution Center to claim my damages back from these guests.
This part 2 is the rest of the story and my six lessons learnt from these bad Airbnb guests.
The week that followed the worst guests ever
Monday. Off I set to go and replace what has been damaged. Armed with several photos and the slips I put in my request for additional money to the guest. Ahhh! I can’t put in a second request until the guest as accepted or declined my initial request for the additional pax for the two nights.
Tuesday. No surprises. The guest declines my request for additional money for the additional two pax. What a cheek! I submit my second request for additional money under the damages option making sure I load all my photographs and till slips for evidence. I take a deep breath and explain in my kindest words why I think the guest ought to refund me for the damages. What are the chances they are going to accept this claim when it is four times more than my initial claim?!
Wednesday. Ping goes the Airbnb app on my phone. Well I never?! The guest has accepted my request for refund for the damages. I know that Airbnb have been mediating with the guest, I am not sure what they said, but I am thrilled they have got my claim accepted.
5 minutes later. Ping! There goes the app again. Is it a booking? No such luck. The payment for the damages from the guest has not gone through. Infuriating. Ping! Now what?! Airbnb: We are having trouble recovering the money from your guest but we are doing everything we can to resolve the issue. Oh, dear.
Happy ending at last
Thursday. Ping! The money for the damages has been paid into my account. I am thrilled to bits! All the money for the linen and glasses that I had to replace has been recovered. I am not sure what happened but I can only imagine that Airbnb replaced my funds and the amount is now sitting as a credit against the guest. Surely the guest won’t be able to make another booking until Airbnb has recovered their funds? Pleased with my outcome, I decide it is time to write that review I have been stewing over since Sunday…
6 lessons learnt from bad Airbnb guests
- ALWAYS review the booking and check that it reflects the right number of people. I had got too trusting and complacent. If you do see a problem on the booking you need to make the request for changes before the day of checkout.
- If you feel the stay is not going well always refer to written communication through the Airbnb app. This will come through as great evidence to back your case should you need Airbnb to mediate in your situation.
- You cannot put more than one request for money in at a time with any given guest. The guest will have to accept or decline the request before a second request can be submitted.
- If someone trashes your place take loads of photos before you start to clean up. The more photographic evidence you have to submit to Airbnb, the more likely they will be able to refund you for your damages.
- If and when you do need to replace items be sure to take photos of your till slips and submit those with your photos so that Airbnb and the guest can see what the replacements cost you.
- When in doubt about a guest or booking, phone Airbnb and ask for guidance on what you need to do to get your problem resolved. I found all the agents I dealt with very helpful.
After telling my story to some of my fellow hosting friends I discovered that not everyone knows about the Airbnb Resolution Centre, let alone how to use it. In Part 3 of this story I give a detailed ‘how to’ guide with screenshots of the steps I followed.
Have you ever had shocking guests? How did you deal with them and what lessons did you learn? I’d love to hear from you.
In Part 1 of my story you can read my account of the worst Airbnb guests ever.
Other posts you may be interested in:
5 ways to make money on Airbnb without owning property
10 special touches that get five star reviews
Writing that all important guest welcome book
Well, Airbnb guest are mainly nice people. The worst I had were people who didn t take their ID when going on a trip, the police called me. In the end they were released from the station, after I confirmed their ID and that they rented my place. sh*t happens.
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Hi Latifa,
Gosh, that must have been an administrative nightmare! I am glad you were able to sort it out. Fortunately my Airbnb guests are mainly nice people too, just the odd bad egg has thought me a lesson or two.
Thanks for sharing.
LuciReply
Hi Lucienne!
Just read your post. OMG!!!! I’ve been hosting since 2009 with AirBnB and have been super lucky (knock on wood). It is for sure, a follow your gut kind of business.
I have a question… Do you require a security deposit? Is that how AirBnB was able to assist with making a claim?
I have never required a security deposit, though sometimes think I’m being a bit risky and too trusting. Seriously considering it now as I have moved to the coast and my rental (The Surf House) is attracting super young kids (the last bunch left just minutes ago and feeling anxiety as I am about to go check out the situation). My prior rental was a Glamping site and was almost always just couples or young families. My other listings in the past have been rooms in my home.
Would love your insight. Honestly, I wanted to cry for you when I saw your photos.
Warmest regards,
LeslieReply
Hi Leslie,
It was a shocking experience to say the least! But I was so glad that I was able to claim from Airbnb. I didn’t ask for a security deposit and I was still able to claim. I think the key was that I got hold of Airbnb before the guests left as my gut told me it wasn’t going to be pretty. Fortunately the consultant I spoke to told me to take loads of photographic evidence (which you can see I did) and that really helped to make my case with Airbnb.
I know that one can ask for a security deposit in the settings but I haven’t set it up as I think I might lose bookings. A bit risky I know but a totally personal choice that I have made. Perhaps try it for a while? Especially with ‘the surf house’, see what impact it has on your bookings and then weigh it off? Like you say there is no definite science to this business and a whole lot of gut!
I hope the kids left your surf house spotless!
Thanks for your support.
LucienneReply
Wow! That sounds like a nightmare! We are thinking of AirBnb for the in-law suite on our house. It is beautiful and I would be very upset if it were trashed… I like the fact that someone has your back, and sounds like the resolutions are satisfying. Still considering this venture, so will keep reading and researching!
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Hi Donna,
This was my absolute low with letting our cottage out to short term rentals. I have been doing this for just over 4 years now, and this was my worst experience. Some people have been doing it for much longer and have not had this kind of experience at all. For the most part people are very kind and considerate and I have made some wonderful friends through this business. Loads of research as you are doing is definitely a good idea. Good luck on making the decision that is best for you:)
Thank you for your support.
LucienneReply
Very interesting and very useful advice! Thank you Luci.
Reply
Thank you for reading Deborah:)
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