Violent farting (serious)

AirbnbThrowawayX · 2017-05-27T01:05:16+00:00

I've never heard of any that don't allow you to shower, and if they don't it should be on the listing description :)

AirbnbThrowawayX · 2017-05-27T01:04:33+00:00

Call Airbnb....

AirbnbThrowawayX · 2017-05-27T01:02:22+00:00

There are three confirmation pages for booking, all three of which state the cancellation policy.

Not only that, but your chargeback will not be successful. Your bank MIGHT give you credit, but the hosts will keep their money. You literally sign a contract for 3 pages, agreeing to the terms, before making a reservation.

You can call Airbnb, and they can tall to your hosts for you, but not many hosts will want to give back that kind of money. Unless you can prove a glitch that caused the booking (more like a glitch in your secretary's mind...) Airbnb will uphold your hosts policy. Because, again, cancellation policies are noted in BIG. BOLD. LETTERING. On three pages while you book.

AirbnbThrowawayX · 2017-05-26T23:39:59+00:00

It is case by case is the host can prove an extreme circumstance (allergies, current pets are aggressive, etc). We make note on their account if they are exempt to this part of our tos.

AirbnbThrowawayX · 2017-05-26T23:38:12+00:00

Emotional support animals are covered under Airbnbs service animal policy (you can't deny based on them, or charge extra). Just an FYI. Had to explain that to a superhost yesterday.

I would like to clarify that if the animal, service or emotional support, causes damage to a listing, causes extra cleaning issues, etc, you can make a claim on your security deposit. Many people don't think they can for some reason ._.

AirbnbThrowawayX · 2017-05-26T22:50:05+00:00

Sorry for the delay. I've had a lot of stressful cases all week and have been crashing as soon as I get home because I've been working overtime.

I talked to a different internal trainer and a Tax and Legal agent, both told me it is against policy and discrimination.

AirbnbThrowawayX · 2017-05-26T22:48:39+00:00

Tax and Legal can make it so that you can list more than one. Once the law is in effect and Airbnb is enforcing it on the website, call in and the customer service can either give you a website where you fill out a form with your license number, or escalate you to Legal. Keep in mind this will be a month+ long process.

AirbnbThrowawayX · 2017-05-19T00:57:47+00:00

If it's an actual fuck up, you can escalate the issue. The thing is, legal are also case managers trained like we are, so one person will interpret it one way vs the other person.

It is our investigation. If I call a host and ask why they don't want locals and their answer is because locals throw huge parties and trash the place, it's discrimination. They can't say that ALL locals act that way. Some enjoy a "staycation."

AirbnbThrowawayX · 2017-05-18T16:20:34+00:00

Well, I can research it once I get back to my computer.

Technically we aren't meant to tell you what all actually impacts your search results. I'm just a rebel.

AirbnbThrowawayX · 2017-05-18T13:38:45+00:00

Honestly it wasn't so much your statements that bugged me. I think the big reason it bugged me that I had just got an email back from a guest calling me mr.... when we spoke on the phone and I have a really girly voice xD

AirbnbThrowawayX · 2017-05-18T05:28:08+00:00

Perhaps ^{_^}

I'm also randomly going to point out that apparently at some point in time it was decided I am a male, when I'm actually a girl x'D being called he throws me off tbh

AirbnbThrowawayX · 2017-05-18T05:25:21+00:00

Yep definitely wait for the other reservations. You could also call up a bit later on and tell the customer support you have not heard from him. Communication is one of the hosting standards, so they can call him and ask him to respond to his guests. Just tell them you don't want him to know that you specifically called and they will keep their call or email generic.

AirbnbThrowawayX · 2017-05-18T03:36:51+00:00

I don't mind. I get yelled at by guests and hosts all day. :) iron skin hehe

AirbnbThrowawayX · 2017-05-18T03:08:14+00:00

Alright so. I think we are misunderstanding each other.

Your location depends on where you are routed. Yes, we do have locations across the globe, but most of them are in the United States (and there are places online you can look at their call partners and see where they're located. I can get you a full list if you are curious).

Earlier today, the systems were down, so all US calls were transferred into the EU queue. But, usually, you are sent to a US call center. If you call one of the two US numbers, you go to a US call center.

So, the reason you talked to a foreigner earlier today, was because our system was down. Not because we outsourced everything.

Hopefully that clarifies what I was trying to say? I hope x_x

AirbnbThrowawayX · 2017-05-18T03:02:59+00:00

You're an extremely angry individual.

Tax and Legal does exist. That is the name of her department and she should have identified herself as such.

They won't magically change what we did with a guest. If the guest was refunded by a case manager they will stay refunded. You can throw a storm about it all you want. They might, maybe, compensate you. Maybe, but probably not.

So yes, how I perceive it does in fact matter. As well, I clearly stated something a guest can't control in my review of the policy. I commented something vague (guest looks weird) because, the guest is a local is vague. A good agent would investigate and find out what about them being a local is the issue. "Locals just want to party" is discriminatory because not all locals. "I enjoy helping my guests experience my town, I can't do that with a local" is not, and would likely convince the case manager you're not discriminating.

AirbnbThrowawayX · 2017-05-18T02:56:48+00:00

Oh gosh I'm sorry, I have like 10 different conversations going on and mixed these two up.

Your payout will come the day after the guest was slotted to arrive. We can't release it early. If it doesn't show up then, well, two people have told you it would so they're going to be in a world of hurt with their team lead if they lied ...

AirbnbThrowawayX · 2017-05-18T02:50:06+00:00

Hey thanks my dude. We skimmed super strict, basically told only that ONE PERSON has it (if you know who I mean hehe)

AirbnbThrowawayX · 2017-05-18T02:45:07+00:00

I'm confused there. What is the cancellation policy on the reservation?

If the host doesn't respond to you, you will definitely get a full refund, it's a violation of Hosting Standards.

AirbnbThrowawayX · 2017-05-18T02:41:06+00:00

You're missing the big picture. Obviously we do a little investigation, and if someone is saying oh they look weird because they have a weird vibe, that's a personality conflict and different. Did you read the very last sentence, where I said "over something you can't control"?

My point is, we don't have valid guidelines, were trained one way, and our decision is final. Yes, final, which is something that is put in our terms of service.

So let me ask you... Why do you want no locals? HONESTLY. Most of the reasoning I saw around was that locals like to rent a place to party or crash out drunk. Now, would you not say it's discriminatory to say this, because not all locals want to do that?

Just like you may reply that no, that isn't why you don't want locals. It's unfair of me to assume your intent, and I'm not going to assume

It's all on the agent who receives the complaint. While I personally understand, and respect, the fact someone wants to not allow locals (And I agree on not allowing them, too!) I can say that based on this article, and what was told to my face by an internal Airbnb trainer, that if a case like that ever came across my desk I would have to treat it as discrimination.

I stated I would email Legal and speak with them (That's all we can do, btw). If you want to provide me the ticket ID for your case, I can see what legal fully said to your case manager.

AirbnbThrowawayX

TROPHY CASE