To all the host! This is the new trick that some guests play with the host for free living and cancellation without the payout. I recently have very bad experience with the fussy guest and I would like to share this with all the hosts to keep my case in mind.
Regards to AIRBNB Terms and Conditions, guest just need to complaint about Cleaning Concern as the excuse and took some unilateral pictures (such as the camera close focused to the dust under the bed and corners, unflushed toilet etc.) to ask Airbnb do the refund and cancellations. At the same time, Airbnb will not show to the host about the photos they received from guests. (At least in my case the case manager refuse to do) At this stage, Airbnb will cancle the reservation and guest will receive the full refund even they have checked in and lived at your place. Airbnb will stand by the guest side, and I felt in my case the host side completely been treated unfairly.
My story was the guest booked our individual level with two bedrooms for two, but the Check-in day just herself showed up and she was happy with the rooms. After she lived at our place for one night, the second day night time, (approximately after 40 hours stay without leaving the house) I received the Email from Airbnb said she made the complaint about my place's cleaning issue. we felt strange because we hired cleaning company did the pace and we went downstair and try to help. At the first, the guest didn't mention the cleaning issues. Instead, she said our hallway doesn't have a locker, and the garden door doesn't have the curtain because she prefers to walk without cloth. Holly, who gonna walk naked through the living room to the botany??? I and my partner don't want any argument with her and we adviced the guest to get in touch with Airbnb for the cancellation and further help. Just 40 hours stay at our home, the rubbish and guest's personal belonging are throw everywhere, we were very unhappy about how she treated our house. She said we do not have the right to take the photos because she paid and rented the place.
After all of this, I called the Airbnb and waited for one hour for the case manager's call back. She spoke with the guest first and wasn't friendly to me. The case manager said she will refund her and the guest will move out next day in the morning. She refuses to show me the documents and made the conclusion that this is the host's responsibility. I was very disappointed and I insist show her the receipt from the cleaning company and require for the photos, the case manager still refuse to do it. I sent her several time's emails but all the feedback was all about the fake words.
Please keep in mind everyone, It is really important to make the right decision accept the reservations.
I hope my story can give all of you some thoughts and be on the alert.
