That this Airbnb host deserves a terrible review

[Finknottlesnewt]

My sister is travelling to my home town for my other sisters' daughters (our niece) wedding . The date has been long known . 6 months ago she booked a cottage nearby for her husband and three children. Paid a large deposit and the balance taken last week. (By Airbnb - it seems the host doesn't get the money until after the first night).
They are going to make a week of it - so a 6 night booking.
Last night - at 10:30 the host sent a message to say that she would have to cancel the booking as she had hurt her arm and couldn't clean the property between guests.
My sister is distraught. Cannot get anywhere else to stay. (We are in a popular holiday area and it's a BH weekend. ) The prices are also 3x what my sister paid - and she paid over £1k for 6 days ! the amount stated at the time of booking.
Obviously we are not going to let my sister and family miss the wedding so will literally put them up on any floor space we can find between my home and my other sister but we all already have other family staying so will be a very tight squeeze.

No my question. Whilst driving to my sisters to drop off some stuff for the wedding I passed the cottage my sister had booked. Only to see a car parked in the drive with a roof box on top and a man and woman obviously unloading suitcases ...

It is also obvious what has happened. The host got a 'better offer' and dumped my sisters booking in favour of this one. With less than 12 hours notice. . and didn't have a single moral issue with screwing up someone else's long made holiday wedding plans for simple greed.

AIBU to say that my sister should write a review of this 'host' to warn others off.. as well as telling Airbnb what she has done. ?

I would still let Airbnb know as it sounds as if she may have cancelled privately so Airbnb won't know to add that review.

How can they have got a better offer unless if was say a fortnight booking rather than 6 days? I would definitely contact Airbnb.

Definitely see if you can get to the bottom of it and report if appropriate.

Even if she had a broken arm surely you would get a cleaner in to honour the booking?

I'm an Airbnb host, and if I cancel a guest (only did it once due to local restrictions) it blocks the dates they would have stayed so I can't rebook it with someone else. I also get other penalties for it (they take some of the cost regardless) and restrictions put on me (ie, lose super host status, have it put on my listing that I cancelled at short notice). So if she re-booked for a higher price it wouldn't have been through them. I also don't think cancelled guests can leave a review.

I agree that if she did do this, it is really shitty behaviour, but I'm not sure whether you'd be able to prove it - eg, she could say the people you saw were her and DP. In fact, are you sure they weren't? It is the only bank holiday weekend that has had decent weather after all so if they use it as a holiday home they may have wanted to go themselves. Still shitty behaviour though of course.

I'd also say, getting cleaners at short notice is often extremely difficult, especially on prime dates, so if she genuinely has hurt her arm, that may have been why she had to cancel.

Have Simone call Airbnb. We did this when we had a problem and they paid for a hotel until they could find a new place

Turn up on the doorstep with a container of chicken soup:
"Here to see the homeowner. I heard she injured your arm, just want to make sure she's okay.... Who are you?"

its a pack of lies, there is no broken arm , just money .

Just get in a cleaner but an agency or ask the guests if they'd be happy to do it themselves for a discount.

She definitely could (and should) have got another actual cleaner/agency in, but asking guests to do it themselves is a terrible idea. Even if they do really make an effort, their standards won't be the same as your regular one; but it's human nature to welcome the discount before the holiday but then really begrudge having to do it once you've already had and forgotten your discount, you've had a great holiday (and are still in holiday mode) and many people would make very little effort compared to the necessary for a professional let. However, I've seen this 'solution' proposed before - especially when people are allowed to use a friend/family's holiday let free, but are asked to pay for the cost of the regular cleaner, and are then offended because 'we can clean it afterwards ourselves' but we won't really.

I realise that, in this scenario, the suggestion is for the guests to clean it themselves before their own holiday, but that too is a recipe for disaster. All you need is for them to go around taking photos and videos of how they found it, leave awful reviews about how grim they found it - and no amount of responding 'but I gave you a discount and we agreed you'd do it yourself' is going to paint you in a good light with anybody reading it. People won't focus on the discount and agreement you had - all they'll see is the rings around the bath, the dirty toilet, the crumbs in the kitchen etc. etc. and think 'how disgusting for them to spend good money and be met with that'.

Of course leave a bad review, spelling out exactly what happened (keep it factual, not speculative). That precisely that, is what prevents most hosts from doing this. They cannot afford the bad reviews.

I agree that AirBnB will catch up with them, though. It annoys and inconveniences you as an individual, but enough late cancellations by the host threaten their entire business model, if people lose confidence. Even on this thread, people are (quite understandably) not saying "I wouldn't ever book with that host" - AirBnB is considered as one single entity.

Although you can't leave your own review if you never got to actually stay there, the automated reviews stating clearly that the host cancelled at very short notice serve as an unequivocal appalling review - annoyingly, even for those with very genuine and unfortunate reasons. It's basic shorthand for 'if you want to look forward to your holiday with peace of mind, don't trust this host and just look elsewhere'.

PP said that three times will cost you your superhost status, but customers firmly believing you untrustworthy and thus deciding against choosing you will hit you far harder in the long term than AirBnB's own sanctions.

That precisely that, is what prevents most hosts from doing this. They cannot afford the bad reviews

Guests who never got to stay can't leave reviews on airbnb though. However, they will charge her a penalty, and note on her listing that she made a late cancellation (unless she gives them proof of a reasonable excuse). They will also not allow her to re-let those dates through them.

@Binglebong

I would still let Airbnb know as it sounds as if she may have cancelled privately so Airbnb won't know to add that review.

You can't cancel privately

@WeBuiltThisBuffetOnSausageRoll

I agree that AirBnB will catch up with them, though. It annoys and inconveniences you as an individual, but enough late cancellations by the host threaten their entire business model, if people lose confidence. Even on this thread, people are (quite understandably) not saying "I wouldn't ever book with that host" - AirBnB is considered as one single entity.

Although you can't leave your own review if you never got to actually stay there, the automated reviews stating clearly that the host cancelled at very short notice serve as an unequivocal appalling review - annoyingly, even for those with very genuine and unfortunate reasons. It's basic shorthand for 'if you want to look forward to your holiday with peace of mind, don't trust this host and just look elsewhere'.

PP said that three times will cost you your superhost status, but customers firmly believing you untrustworthy and thus deciding against choosing you will hit you far harder in the long term than AirBnB's own sanctions.

ONE cancellation loses superhost, three could lose you the whole listing

Sister should reply that they are already en route and not to be concerned about cleaning - she will handle it on arrival. Then wait for the panic response.

I've stayed at a few AirBnBs and each one has someone who comes in to clean the property, not the host (who often lives far away, sometimes in another country).

My friend has a rental property on AirBnB and when she had health issues this year which prevented her from cleaning it, she got a cleaner. It was never in her mind to cancel a booking. No, this woman is a liar and a cheat, for sure.

It is a disgrace what has happened and I am sorry that it's caused stress at a time of celebration, OP.

This happened a friend with 2 different house bookings this summer. She got ahead of things and booked both early in the year. A couple of weeks before the first trip she got a message from the first host saying that her husband was ill and she was cancelling. We couldn't prove anything but by that time the prices had tripled so we just knew. Within a week the second lady cancelled on my friend also and likewise we just knew.

The difference for your family op is that some of you live nearby so you are in a position to pursue this. I couldn't let this go if I was you or your sister.

Definitely knock the door looking for your sister. I used to use Air BnB a lot but after having issues with a few hosts I now don’t

Haven't rtft. Your sister should have contacted Airbnb immediately. He contract is with them and they should be helping to provide alternative accommodation.

This will also mean the owner will fall down the listings and get less bookings.

I agree with letting Airbnb know. We had a dispute with a host last month and Airbnb sided with us before even hearing our side of it

Hi all. Thank you so much for all your suggestions and sorry to have disappeared but we have a wedding today and a house full - so was in hostess mode last night and fell into bed at midnight. ..

Anyway. The outcome. I did go to the house. I used the package excuse. That I lived at 'Oak House' and package had been delivered to 'Oak Cottage' (not real name) by accident. Two days ago. Woman answered the door. Very polite and well spoken. Explained that they didn't live there but the cottage belonged to a friend of a friend and they were staying for a week but would contact the host and find out if she had my parcel and call me back. I thanked her and started to leave but thought what the hell in for a penny ... I asked if the cottage was clean, good value etc as I had many friends and family visit throughout the year and some prefer to have their own place.
The lady was very forthcoming. Didn't tell me the price but said they thought it lovely and very clean. Had paid 'more than we would normally do but desperate to get away and her husband had this one week free unexpectedly as a trial he was doing had ended early when the person he was representing changed his plea to guilty.
So I think the entire sorry saga is clear to see. Rich Barrister has a few days to get away. Knows someone whose mother/sister/great aunt /friend owns a place in Devon/Cornwall and asks if the place is free. Then instead of being a decent human being, and saying sorry no it's booked .. host has said to the middle-man (the mutual friend) how much are they willing to pay. I've got it rented at the moment for 1k but if they are prepared to make it worth my while then they can have it.

And that is what happened.
However - I have her mobile number now to make 'enquiries for future bookings... '

I am so angry on my sisters behalf that I am going to speak to one of our relatives today at the wedding who is a commercial lawyer can advise if there is a case for breach of contract. I want this type of behaviour to be punished in some way. For example told to pay my sister the difference made in the second booking for her 'loss of amenity' or some such thing. Although I have a feeling the contract is between my sister and Airbnb not the host.. and Airbnb have been very good and have made a complete refund.

Other than that I need to let it go and just accept that while there are a lot of selfish greedy fuckers in this world, most people are not.

Oh, the irony of the new guest describing it as “very clean”.

Absolutely shocking that people are allowed to get away with this. I can’t imagine being so greedy.

Yes she should but I don't think you can write a review if you haven't actually stayed. But by all means blast the CFs over social media anyway you can.
Sorry OP this sounds very stressful

Go and TP the house between every clean and new guest arriving for the next two years 😂😂 will cost a lot more in reviews and cleaning than she made.

Then after two years, text her and say "my sister booked your place the other year but you cancelled due to a sore arm, I hope your arm is better now. In another note, I met the lawyer family who stayed instead as a last minute booking, they were nice. Hope you enjoyed the extra money" no reference to the TP but they will know...

Although I'm petty.

This happened to my friends last week, also Air b no- popular holiday spot in Norfolk. Also 12 hours notice.

It happened to another friend for the same week, same place, also Airbnb ... but she got 6 weeks notice.

I would never book Airbnb now.

So yeah this seems to be absolutely rife on Airbnb this year. They don’t have anything in place to protect their customers, so it’s bad for their business. Airbnb are gonna be loosing a lot of future customers so they ought to be interested and clamping down on this behaviour.