Well this is awesome. Airbnb allows guests to bomb your listings and shut it down without getting to the bottom of the story. If a guest doesn't want to stay in your place they can make shit up like this.
Thanks for sharing your thoughts! This was definitely a true concern from the guest, and we’re so glad we could investigate and confirm there was no gas leak-guest safety always comes first. Situations like these are a learning opportunity, and while challenges can arise, we still appreciate Airbnb as a platform for connecting with amazing guests!
They are digging their own grave by hiring these underpaid third party companies for customer service in third countries. Who have no clue how things work here in States. Both guests and hosts are feeling this damage.
I used to work for one of the companies that airbnb hired here in the Philippines. What happens is airbnb hires pretty much recruiting companies that don't care about the result, they have an endless supply of unemployed people. They charge airbnb about 300-500 per person and then pay the actual employee about 30 t0 80 dollar a month. Obviously most of us work in different companies at the same time. I noticed that most of the guys who were answering calls were also chatting with Walmart customer care and some other companies, there is just no other way for them to survive. Saddest part is that some of us are working in horrible conditions like 400 people in a room without AC or any ventilation. No toilet brakes. And no one gives a crap about this...Expecting to get good customer care. How can one care about another, if he/she needs care in the first place? Honestly only way to fix this is for their CEO to resign, someone like Tim Cook has to take over the company. Otherwise it will go bankrupt pretty soon. There is just no customer service.
Wow, that sounds like a really difficult situation and I can see how it would lead to frustrations. It’s a reminder of how much more needs to be done for fair treatment and decent working conditions in the global workforce. Thanks for sharing your perspective!
The good old "odor" complaint. It's the oldest scam in the hospitality industry. AirBnB should know better. Shame on them for not contacting the host first.
To be fair, this particular guest had actually just experienced a gas leak emergency in their own home. But, yes, a frustrating situation and glad we're through it!
I’m guessing from Airbnb’s perspective it’s in their interest to side with the guest no matter what. If there’s an issue they want to cover themselves, and if it’s bogus what are you going to do about it? Probably not worth suing them. I am thinking about getting into this business so good to hear things like this can happen.
Absolutely. I really appreciate that Airbnb looks out for the guests! This sucked in the moment but it was a learning experience and we'll always know what to do in a situation like this should it come up again.
Something similar happened to me. Guest arrived complaining of a smell, not gas, that did not exist. Fortunately, Airbnb did not shut me down, but they believed the guest and relocated them and I lost that income although I tried to fill it up.
Totally get that! We still love Airbnb despite moments like this. It's great to have diversity in where you're listing. What direct booking platform is your favorite?
I’m currently ‘unlisted’ Cuzz a guest that was cancelled by Airbnb, because they were violating the rules. They made false claims about cameras. Without any explanation on what specifically was the problem. My cameras probably weren’t specific as to where they were placed outside the unit. Mind you, there weren’t any invasive cameras. I’m new to Airbnb. I’ve been up only 1 month. I’ve been waiting for Airbnb to get back to me for the past 12 days and no answer. What should I do?
I've been renting vacation properties for close to 15 years, used many of the channels. I absolutely HATE working with Airbnb now. They are VERY anti-host, and I've been a super host ever since they gave that designation. It means nothing. Common practice now for nearly all Airbnb guests is for them to complain shortly after checking in, looking for discounts.
Why does AIRBNB message say "The City of Toronto has deactivated your listing"? It appears to me that you were shut down because of a registration issue with the city. Why did you NOT communicate with the property owner of the potential gas leak? Don't you think as a Co-Host that would be something an owner would want to know about?
This is just an image for the video, we're not in Toronto. If there were a true gas leak emergency, we would absolutely get the owners involved in resolving the issue. This was not a gas leak - the gas company came and investigated immediately and determined there was no leak. We absolutely don't get our owners involved in sorting out customer service needs with Airbnb or any other platform as that's exactly why they have us - it's their preference!
Just happened to me ... Airbnb cancelled Christmas booking for a guest who complained that "a truck was driving by". Airbnb has pulled in the end of the tail guests and they are from all spectrums of the economy and these people are bottom barrel, unfortunately. Airbnb is anti-host by being 99% pro-guest regardless of evidence. Nothing host can say will help ... it's been decided to support guest and not the host. Diversify to multiple platforms immediately if you want to survive.
Its not a bad idea to call 911. If someone is actually sick or symptomatic of having co poisoning, then the fire department paramedics can treat the patient. Also immediately securing the utility as well as helping evacuate a multi-family. And can notify the utility company to fix anything that is a big repair.
Do you have your properties on other platforms besides Airbnb? If so on what platforms? Also, if you do have a direct booking site, how do you insure the property for short rental stays ?
Absolutely! We use Airbnb, VRBO, Furnished Finder, and our own direct booking site. We use STR insurance. Check out the Trusted Tools portion of our website for recommendations! thanksforvisiting.com/trusted-tools
Would this have been easier and quicker to resolve if the property owner was more involved? I’m asking as someone who is about to start hosting their first property.
Hmm, it may have helped with the confusion with Airbnb calling our client. I'm not sure why Airbnb even wanted to talk to the owner. It really shouldn't have complicated things as we're clearly listed as the contact and our name is on all of the licenses and documentation. We had to stay really on it to get this resolved. I wouldn't let this deter me from co-hosting but it was tough!
Lesson be here-- don't depend on ABNB for the majority of your business cus they certainly don't care about you. Also I would try to always have a phone call, text or direct communication with guest before check in so you open that line of communication in case there is any issue. Even after check in just a quick text ask them if there is anything they need or did u get in ok. etc so you have something showing they checked in and are ok with the place.
While this situation was definitely frustrating, we still love Airbnb and the opportunities it provides. That said, having a diverse portfolio across OTAs is so important, and we agree-open, proactive communication with guests before and after check-in is key to building trust and ensuring a great experience!
Hi. Amazing learning points! How are you able to reach guests without going trough Airbnb? Have heard of Stayfi, but not sure if we have it in Europe, and I find it a bit "pushy" to request contact information in order to use the wifi.
We use Stayfi to collect emails, not sure if this is the norm in Europe, but in U.S. hotels require an email to access the WiFi so our guests are often already used to it.
same thing happened to me a guy wanted to book last minute he told me he was in the army and needed a place to stay, well I approve his ass just to find out when I woke up that he told airbnb that we had a gas leak, they blocked our place immediately, we had to send a tech to our house to check for a gas leak and our place or neiborhood doesnt even have gas 😐
Did you have carbon monoxide detectors? I wonder if it would be helpful to prove right away that there’s no gas leaks if you have a carbon monoxide detector and I wonder what happens if someone claims they smell gas in a property that has no gas or propane appliances… Just curious what they would do. That is so extremely frustrating that they take such drastic measures with zero proof or reason!
We do have carbon monoxide detectors, yes! Guest safety is always our top priority so we were happy to have the gas company come out and fully investigate this! It was absolutely frustrating but so glad we 1) know how to solve this type of situation now and 2) everyone was safe!
I actually hate Airbnb. They are so difficult to deal with & do not support the owners at all. I’m surprised you still have anything good to say about them! There is no excuse for Airbnb not to communicate to the host & get their side of the situation, especially with all the guest scams going around now. Guests are savvy & know exactly how to get a free stay & it’s easy with Airbnb always taking their side - no questions asked. Airbnb is the worst!
While this situation was definitely frustrating, we still love Airbnb and the opportunities it provides and the guests we get from Airbnb. With that said, having a diverse portfolio across OTAs is so importan.
@@ScottC79 It's great to get your property listed on a variety of platforms. This way you're not overly relying on one platform as you never know what could happen with them down the line. Airbnb, VRBO, Furnished Finder, are just a few OTAs. Additionally, building your own direct booking site is essential.
Too bad they don’t let us rate & review guests anymore. I bet other hosts would want to know this before accepting a booking from this guest in the future…
This guest truly believed there was a gas leak and unfortunately had just experienced a gas leak in their own home. We're glad everyone was okay and we learned a lot for sure!
Hold the horses: Are you not following up with the Guest within 24-hours of a Check-In? Are Guests not instructed to contact you with any concerns upon arrival? Were you two not just lecturing us about building trust with Guests?! Obviously, this gal did not trust you.
The guest was there for less than 24 hours and we had communication with them! Unfortunately, this event really scared the guest due to a prior circumstance so the natural reaction was to leave and call Airbnb. We're just glad we were able to sort it out and make them aware there was no true leak. I think it goes to show that all people are different and all of our guests needs and experiences are unique - hosting isn't one size fits all!
We still appreciate the guests and service we do get from Airbnb. Yes, this situation was stressful in the event but we're through it and moving forward.
We still love Airbnb and are thankful for all of the business it does bring in for us. This was a tough situation and definitely unusual. Chalked it up as a great learning opportunity.
We're still thankful for all of the business it does bring in for us! This was a tough situation and definitely unusual. Looking at it as a learning opportunity. 🧑🏫
For me, the "property manager" piece of this is the primary problem. You are gloating that you have over 30 properties, and make millions. That is never what Airbnb was intended to be. It was supposed to be individuals renting to individuals. The existence of " handlers" like yourselves has forced prices to skyrocket, and an increase in communication problems. Meanwhile, you are making money hand over fist, and you're bitching about guests making safety complaints, and Airbnb service reps.doing their jobs? Cry me a river
Did you watch the video? I'm going to completely disagree that we did any 'bitching.' While Airbnb may have started as a platform for individuals renting out spare rooms, it has grown into a thriving industry supporting diverse hosting models. Professional hosting allows us to maintain high standards, provide exceptional guest experiences, and contribute to local economies. We’re proud of the work we do and the value it brings to both travelers and property owners. If this business doesn't work out, maybe we'll start a canoe rental to monetize all those rivers we're crying. Might as well diversify!
@ThanksForVisiting If I hadn't watched the video, I would not have commented about the content of the video, would I? Same attitude coming across in your reply as I saw in said video. Airbnb has already lost a lot of customers because of this new "model". Hope you enjoy the canoe business.
Get more bookings in 2025! Join us for a BOOKED & PROFITABLE listing audit boot camp! thanksforvisiting.com/bootcamp
Well this is awesome. Airbnb allows guests to bomb your listings and shut it down without getting to the bottom of the story. If a guest doesn't want to stay in your place they can make shit up like this.
Thanks for sharing your thoughts! This was definitely a true concern from the guest, and we’re so glad we could investigate and confirm there was no gas leak-guest safety always comes first. Situations like these are a learning opportunity, and while challenges can arise, we still appreciate Airbnb as a platform for connecting with amazing guests!
They are digging their own grave by hiring these underpaid third party companies for customer service in third countries. Who have no clue how things work here in States. Both guests and hosts are feeling this damage.
Customer service roles can be tough and underpaid. A little kindness and understanding go a long way for everyone involved, that's for sure!
I used to work for one of the companies that airbnb hired here in the Philippines. What happens is airbnb hires pretty much recruiting companies that don't care about the result, they have an endless supply of unemployed people. They charge airbnb about 300-500 per person and then pay the actual employee about 30 t0 80 dollar a month. Obviously most of us work in different companies at the same time. I noticed that most of the guys who were answering calls were also chatting with Walmart customer care and some other companies, there is just no other way for them to survive. Saddest part is that some of us are working in horrible conditions like 400 people in a room without AC or any ventilation. No toilet brakes. And no one gives a crap about this...Expecting to get good customer care. How can one care about another, if he/she needs care in the first place? Honestly only way to fix this is for their CEO to resign, someone like Tim Cook has to take over the company. Otherwise it will go bankrupt pretty soon. There is just no customer service.
That's interesting. Fundamentally flawed?
Wow, that sounds like a really difficult situation and I can see how it would lead to frustrations. It’s a reminder of how much more needs to be done for fair treatment and decent working conditions in the global workforce. Thanks for sharing your perspective!
The good old "odor" complaint. It's the oldest scam in the hospitality industry. AirBnB should know better. Shame on them for not contacting the host first.
To be fair, this particular guest had actually just experienced a gas leak emergency in their own home. But, yes, a frustrating situation and glad we're through it!
I’m guessing from Airbnb’s perspective it’s in their interest to side with the guest no matter what. If there’s an issue they want to cover themselves, and if it’s bogus what are you going to do about it? Probably not worth suing them. I am thinking about getting into this business so good to hear things like this can happen.
Absolutely. I really appreciate that Airbnb looks out for the guests! This sucked in the moment but it was a learning experience and we'll always know what to do in a situation like this should it come up again.
Sounds like you did a fantastic job, ladies. Very difficult and frustrating situation.
Glad to be on the other side of it now!
Something similar happened to me. Guest arrived complaining of a smell, not gas, that did not exist. Fortunately, Airbnb did not shut me down, but they believed the guest and relocated them and I lost that income although I tried to fill it up.
Such a tough situation. Were you able to get set back up quickly?
And this is why hosts are moving to direct bookings because Airbnb doesn’t support hosts, and we don’t like working for someone else…
Totally get that! We still love Airbnb despite moments like this. It's great to have diversity in where you're listing. What direct booking platform is your favorite?
Boostly 😅
I’m currently ‘unlisted’ Cuzz a guest that was cancelled by Airbnb, because they were violating the rules. They made false claims about cameras. Without any explanation on what specifically was the problem. My cameras probably weren’t specific as to where they were placed outside the unit. Mind you, there weren’t any invasive cameras. I’m new to Airbnb. I’ve been up only 1 month. I’ve been waiting for Airbnb to get back to me for the past 12 days and no answer. What should I do?
Were your exterior cameras not highlighted in the listing? I would continue to reach out to Airbnb to check on the status.
I've been renting vacation properties for close to 15 years, used many of the channels. I absolutely HATE working with Airbnb now. They are VERY anti-host, and I've been a super host ever since they gave that designation. It means nothing. Common practice now for nearly all Airbnb guests is for them to complain shortly after checking in, looking for discounts.
What platforms do you prefer?
Why does AIRBNB message say "The City of Toronto has deactivated your listing"? It appears to me that you were shut down because of a registration issue with the city. Why did you NOT communicate with the property owner of the potential gas leak? Don't you think as a Co-Host that would be something an owner would want to know about?
This is just an image for the video, we're not in Toronto. If there were a true gas leak emergency, we would absolutely get the owners involved in resolving the issue. This was not a gas leak - the gas company came and investigated immediately and determined there was no leak. We absolutely don't get our owners involved in sorting out customer service needs with Airbnb or any other platform as that's exactly why they have us - it's their preference!
Just happened to me ... Airbnb cancelled Christmas booking for a guest who complained that "a truck was driving by". Airbnb has pulled in the end of the tail guests and they are from all spectrums of the economy and these people are bottom barrel, unfortunately. Airbnb is anti-host by being 99% pro-guest regardless of evidence. Nothing host can say will help ... it's been decided to support guest and not the host. Diversify to multiple platforms immediately if you want to survive.
A truck was driving by???
Yes, absolutely make sure your property is visible on many platforms!
Its not a bad idea to call 911. If someone is actually sick or symptomatic of having co poisoning, then the fire department paramedics can treat the patient. Also immediately securing the utility as well as helping evacuate a multi-family. And can notify the utility company to fix anything that is a big repair.
Absolutely. Safety is the number one priority.
Yes you can’t smell natural gas but they use sulfur to give it a smell in the event there is a leak
It's called "rotten eggs."
@ lol
So thankful there wasn't a true leak!
If you cut onions up it can give the smell of gas since that is used to give natural gas a scent
@@wadecollier4757 oooooh, that's interesting! Who knew?
Do you have your properties on other platforms besides Airbnb? If so on what platforms? Also, if you do have a direct booking site, how do you insure the property for short rental stays ?
Absolutely! We use Airbnb, VRBO, Furnished Finder, and our own direct booking site. We use STR insurance. Check out the Trusted Tools portion of our website for recommendations! thanksforvisiting.com/trusted-tools
Would this have been easier and quicker to resolve if the property owner was more involved? I’m asking as someone who is about to start hosting their first property.
Hmm, it may have helped with the confusion with Airbnb calling our client. I'm not sure why Airbnb even wanted to talk to the owner. It really shouldn't have complicated things as we're clearly listed as the contact and our name is on all of the licenses and documentation. We had to stay really on it to get this resolved. I wouldn't let this deter me from co-hosting but it was tough!
Lesson be here-- don't depend on ABNB for the majority of your business cus they certainly don't care about you. Also I would try to always have a phone call, text or direct communication with guest before check in so you open that line of communication in case there is any issue. Even after check in just a quick text ask them if there is anything they need or did u get in ok. etc so you have something showing they checked in and are ok with the place.
While this situation was definitely frustrating, we still love Airbnb and the opportunities it provides. That said, having a diverse portfolio across OTAs is so important, and we agree-open, proactive communication with guests before and after check-in is key to building trust and ensuring a great experience!
Hi. Amazing learning points! How are you able to reach guests without going trough Airbnb? Have heard of Stayfi, but not sure if we have it in Europe, and I find it a bit "pushy" to request contact information in order to use the wifi.
We use Stayfi to collect emails, not sure if this is the norm in Europe, but in U.S. hotels require an email to access the WiFi so our guests are often already used to it.
This is what nightmares are made of. Good to know.
It was a nightmare! Especially as a co-hosting business.
Ok, I was just gonna mention the fax apps 😂 you got it girl!
🤣
same thing happened to me a guy wanted to book last minute he told me he was in the army and needed a place to stay, well I approve his ass just to find out when I woke up that he told airbnb that we had a gas leak, they blocked our place immediately, we had to send a tech to our house to check for a gas leak and our place or neiborhood doesnt even have gas 😐
Oh my gosh and you didn't even have gas! 🤯Glad everyone was safe but yes those moments can be so frustrating.
Did you have carbon monoxide detectors? I wonder if it would be helpful to prove right away that there’s no gas leaks if you have a carbon monoxide detector and I wonder what happens if someone claims they smell gas in a property that has no gas or propane appliances… Just curious what they would do. That is so extremely frustrating that they take such drastic measures with zero proof or reason!
We do have carbon monoxide detectors, yes! Guest safety is always our top priority so we were happy to have the gas company come out and fully investigate this! It was absolutely frustrating but so glad we 1) know how to solve this type of situation now and 2) everyone was safe!
What fax app did you use?
You could try: Fax.Plus or iFax
Thank you!
I actually hate Airbnb. They are so difficult to deal with & do not support the owners at all. I’m surprised you still have anything good to say about them! There is no excuse for Airbnb not to communicate to the host & get their side of the situation, especially with all the guest scams going around now. Guests are savvy & know exactly how to get a free stay & it’s easy with Airbnb always taking their side - no questions asked. Airbnb is the worst!
Interesting. I am thinking about getting into this business so good to know. Do you just list on other platforms to combat this?
While this situation was definitely frustrating, we still love Airbnb and the opportunities it provides and the guests we get from Airbnb. With that said, having a diverse portfolio across OTAs is so importan.
@@ScottC79 It's great to get your property listed on a variety of platforms. This way you're not overly relying on one platform as you never know what could happen with them down the line. Airbnb, VRBO, Furnished Finder, are just a few OTAs. Additionally, building your own direct booking site is essential.
Their CS is heavily underpaid, some are even homeless guys in Manilla, so trust me host issues in US is least what they care.
We definitely don't blame the customer service workers for this incident! This was more of a nightmare situation turned learning experience for us!
Boostly enters the chat
👋
Too bad they don’t let us rate & review guests anymore. I bet other hosts would want to know this before accepting a booking from this guest in the future…
This guest truly believed there was a gas leak and unfortunately had just experienced a gas leak in their own home. We're glad everyone was okay and we learned a lot for sure!
What a pain in the a$$!
Absolutely! 🤣
Hold the horses: Are you not following up with the Guest within 24-hours of a Check-In? Are Guests not instructed to contact you with any concerns upon arrival? Were you two not just lecturing us about building trust with Guests?! Obviously, this gal did not trust you.
The guest was there for less than 24 hours and we had communication with them! Unfortunately, this event really scared the guest due to a prior circumstance so the natural reaction was to leave and call Airbnb. We're just glad we were able to sort it out and make them aware there was no true leak. I think it goes to show that all people are different and all of our guests needs and experiences are unique - hosting isn't one size fits all!
If they did that to me, I would drop them. There are other better sites.
We still appreciate the guests and service we do get from Airbnb. Yes, this situation was stressful in the event but we're through it and moving forward.
AirBNB is the worst.
We still love Airbnb and are thankful for all of the business it does bring in for us. This was a tough situation and definitely unusual. Chalked it up as a great learning opportunity.
#airbnb Do better for hosts! They are the only reason you are in business!
We're still thankful for all of the business it does bring in for us! This was a tough situation and definitely unusual. Looking at it as a learning opportunity. 🧑🏫
@@ThanksForVisiting it is not unusual! It’s common! Airbnb cares nothing for hosts & can ruin your business with 1 bad guest.
@@timsandi-casatindimyrtlebe1717 That's not been our experience but sorry to hear that you've experienced that!
For me, the "property manager" piece of this is the primary problem. You are gloating that you have over 30 properties, and make millions. That is never what Airbnb was intended to be. It was supposed to be individuals renting to individuals. The existence of " handlers" like yourselves has forced prices to skyrocket, and an increase in communication problems. Meanwhile, you are making money hand over fist, and you're bitching about guests making safety complaints, and Airbnb service reps.doing their jobs? Cry me a river
Did you watch the video? I'm going to completely disagree that we did any 'bitching.' While Airbnb may have started as a platform for individuals renting out spare rooms, it has grown into a thriving industry supporting diverse hosting models. Professional hosting allows us to maintain high standards, provide exceptional guest experiences, and contribute to local economies. We’re proud of the work we do and the value it brings to both travelers and property owners.
If this business doesn't work out, maybe we'll start a canoe rental to monetize all those rivers we're crying. Might as well diversify!
@ThanksForVisiting If I hadn't watched the video, I would not have commented about the content of the video, would I? Same attitude coming across in your reply as I saw in said video. Airbnb has already lost a lot of customers because of this new "model". Hope you enjoy the canoe business.
@@annmariedeignan2596 Interesting, I didn't see anything in that comment about the content of this video. Thanks for watching!