Me and my brother are hosting a home. There was a guest complained about us not having CABLE TV. But as the hosts we all know that in the amentities section, TV and CABLE TV are two separated options. We don't have CABLE TV so we didn't check that box. But the guest apparently was really upset and started picking on us for small things. Like we put IRON on our list but we don't have an iron instead we have a steamer. Again as the hosts, we all know that in the amentities there is only IRON no STEAMER.
And then he started talking about we have the inaccurate bed size diagram. On the diagram we show 4 queens. But in fact we only have 3 queens and 1 full. This was caused by us using the Chinese language app. In Chinese, we don't call it King , Queen, full and stuff. We call it standard two persons bed or extra two persons bed. My brother put standard two persons bed(Queen Size) for all the beds we have because they can all fit two people. I know English and I wrote the description and I stated clearly that we have 3 QUEEN and 1 FULL.
This little mistake was picked on by the guest and he reported this situation to Airbnb. The resolution specialist contacted me and wanted me to give 300 USD to the guest. I said no because this isn't our fault. It is the Airbnb translation problem. Few days later a SENIOR specialist contacted me and told me that I will have to issue 50% of the rent which is 712 USD.
712 USD for this little thing and apparently not our fault. And the guest didn't ask for a leave during the stay. If he did, I would definately agreed and refund the rest of the money for the nights he didn't stay. But he finished all the nights and got a 50% off???
YOU CALL THAT A RESOLUTION??? "Give 300 USD refund to the guest!" "No?" "Ok, Give 712 USD refund to the guest" *Clapclapclap
My advice to all the hosts, make sure your listing is 100% accurate even if it might be Airbnb's translation mistake, or the similar nightmare might happen to you.
