Got long term cancellation, Airbnb Agent lied to me about cancellation process.

[Emre5]

I would like to ask your opions because I tried everything to reach Airbnb and solve my situation but nothing happened. I called them more than 4 times, sent several email, chat but still nothing! I am a 5 star host with 0 cancellation, I had my first cancellation and it was long term booking for 3 months.

On August 7, guest checked in my apartment. Her travel agency picked the apartment for her so I was not her choice. Probably she did not like my loft and starting from 1 hour, she started to text me about how to open the door (you basically turn the key left), air conditioning is not working (it was 15 min ago when I was there and also when I went there after to check). 2 days after she asked me if there is a bug problem in my apartment and sent me photo, I am renting my apartment since May (I have always 5 stars) and it was first time somebody told me that there is bug in my apartment. Also I rent more than 6 people right after her nobody did any complain.  I said no I havent heard since I started to do this, but still I told I will come first thing in the morning and check. I did go to my place, did not see anything and told her it might be because of the window but still I called my building management and same day we arranged examination plus treatment. The guy told me he did not see anything but he will do the treatment, it may attract some.  I also sent the report one of your colleagues, since picture she sent look like roaches, they put product to kill roaches everywhere in my apartment. After that I went everyday to control, and saw nothing. On August 15 I texted her to ask if everything is ok, she did not even respond me and I figured out that something is wrong and called airbnb. 

Airbnb agent told me that Ruselle want to cancel her reservation and left my apartment. Since it was my first longterm stay, I asked the agent what are my rights as host because she booked for 3 months and my calendar was not available, I will need at least a week. AND HE BASICALLY TRICKED ME. I specifically asked him 'What are my rights?' because I did not know my rights and I was not aware that they were written on website. And he told me 'WE CAN NEGOTIATE WITH THEM, IF THEY AGREE WE CAN GET 4-5 DAYS EXTRA' So basically he lied to me. And I told him please open my calendar, because I will lose money, and he asked he will. He called me to get approval to open my calendar. And they made my calendar available again. Then I googled and saw my rights on website, instead of what the agent said, I saw that I have right to ask 30 days!! So I called Airbnb back and told that the agent did not tell me my rights and I specifically asked him and he lied to me. Then few days later they automatically closed my case. Right now, I did not EVEN get paid for extra 5 nights, and I dont get any payout from airbnb right now since mid August. They dont even answer my emails, they told me case manager will look at it, but its been more than 3 weeks. I really dont know what to do, I lost 2.500 dollars.

[Linda108]

@Emre5  I can see from your profile that this guest's response was not typical of other guests' reactions.  As you had never rented long term before, it might have been a good idea to read what Air BNB offers before you accepted the  reservation.  That being said, you have every reason to expect the Customer Service Representative would provide accurate information.  I know that sometimes CSR's make mistakes and so you need to reach a supervisor.  Have you tried using Air BNB Twitter to communicate?  Send message requesting supervisory review of the situation and asking what steps you need to take to have the CSR error rectified.  Also, was the reservation made by the travel agency and not the guest?  As I'm sure you know, third party booking is not allowed except under the business traveler option with registered booking agents.  In that case you need to flag the guest profile.

[Ange2]

deleted.

[David126]

There are 2 threads going, a bit of a guessing game, and maybe a communication issue.

One possible conclusion is that ABB agent took it as a cancellation by her, she wanted her calendar opened, so in that case the guest would not owe anything according to the cancellation policy.

[Helen3]

Such a shame you didn't read through how the cancellation policy works before taking on the long term booking and then you would have known what to do.

Also you accepted a reservation from a third party, which I hope you know is not allowed by BNB. This means you don't have any protection from BNB if things go wrong.

I am of course sorry you had a bad experience but there is always a major risk if you accept a third party reservation without communicating directly with the guest to ensure they fully understand what your place is like.

Please read BNB information for hosts so you are confident that you know your role and responsiblities as a host and exactly how the booking service works.

As this is a third party booking I am not sure what refund if any you are due.

Try them via their social media.

[Giovanni103]

I'm sorry, but she isn't responsible for accepting a third party reservation. . .She did not know that someone else would show up at her door when she accepted the reservation.  If anything it's AirBnb's responsibility to check and verify who the guests are and whether there is a third party involved.  Airbnb takes 15% from every booking and they are the ones who accept the guests payments so the least they can do is verify as they say they do who these guests are.  I know this case is old, but I hope she fight and gets every penny she's entitled to in spite of whatever the Agent told her and what she agreed with him on the phone.