Hi, I’m a host who recently had a same day cancellation. I believe the issues were exag...

GetHuman-kervin's customer service issue with AirBnB from July 2018

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The issue in GetHuman-kervin's own words
Hi, I’m a host who recently had a same day cancellation. I believe the issues were exaggerated and have photographs of the home the morning after they left. **“We walked in and looked all around. It’s not what I expected. There was old food in the refrigerator which looks like it’s been there for awhile. There we a lot of dead flies all in the windows and some in the living room floor. The blankets and sheets look like they weren’t washed as my kids found someone else’s hair and crumbs. The couch was dirty. The air mattress wasn’t holding air. There were even roaches in the bathroom and that was it for me. Just not what I expected at all. I left the key where u left it for me.”**The “food” was condiments left in the fridge for guest use, as described in my listing. The dead flies were stuck in fly traps on windows that were discreetly tucked behind curtains. My cohost scoured the floor and found one fly near the baseboard that must have been missed by my double vacuuming. There were no crumbs in the bed, the sheets were freshly washed. My cohost found one single hair, which may have been a simple laundry error. The couch was clean, with one not very noticeable stain. It is a couch in a personal home, and gets used. The problem was solved by my cohost simply turning the cushion over. The air mattress had been inflated the day before for their convenience, but of course air mattresses lose air over the course of several hours and need to be topped off daily. The pump was left out for them to do so. My cohost tested it and found that it held air. As for roaches, my home is in central Florida, and this is summer. The battle with roaches is constant, which is why they’re called palmetto bugs down here. My house is treated quarterly and was recently sprayed. They could well have seen a roach, but my house is kept clean and is by no means infested. One or two roaches would not have adversely affected their stay. I know it’s different in the north, where cockroaches are a sign of a filthy home, but in central Florida it’s like cancelling because you saw a spider.**I have documentation of most of the above, and will call my exterminator back.**I’m concerned the guest might be trying to get around my moderate cancellation policy and may leave a revenge review if I do not refund them, which would adversely affect my ability to host. I would like for our ability to review each other to be frozen until this is straightened out.

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Customer service issue
Reported by GetHuman-kervin
Jul 1st, 2018 - 5 years ago
Seen by 19 customers so far
Similar issue to 1935 others
0 customers following this
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GetHuman-kervin started working on this issue
Jul 1st, 2018 11:18pm
GetHuman-kervin confirmed the issue is fixed. Hooray!
Jul 3rd, 2018 2:14am

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