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+--- Thread: Preventing nonsense claims (/showthread.php?tid=171)
Preventing nonsense claims - hanly5 - 04-12-2025
Looking for some advice on how ya’ll deal with / prevent those looking to demand a discount with bogus claims. The property is in a state with warm and humid climate so even the best pest control contract can’t avoid the occasional ant or spider.
Does anyone have any rules for scammers looking to plant or make up bogus claims to demand a discount (e.g a hair anywhere, a spider, dust on top of the fridge or behind a heavy piece of furniture)
It is clear that Airbnb will always rule in favor of the guest and all the guest really needs to do is plant a piece of hair on the pillow and send a picture in. Are there any rules other than “no parties” that the host should have in place to minimize her risk of being scammed?
RE: Preventing nonsense claims - ChrisFromTheOC - 04-12-2025
I set my cleaning fee super low (to the tune that its 40% of the actual rate I pay my cleaner) and raise my nightly rates. I feel like we can get away with this because our interior decor is much ****** than our competitors .. think high end hotel styling. This way guests don't feel like they are getting "ripped off" by the cleaning fee and have less of an desire to try to get it back. In the event that they do make a complaint and I do have to refund it, it's low enough that I won't bat an eye. In over 40 stays I havent had anyone demand the cleaning fee back.
On top of that, just better screening of guests in general and trying to not host inexperienced guests and setting 2-3 night minimums will help.
RE: Preventing nonsense claims - Caveman77 - 04-13-2025
Send a message to the guest on check-in day in the evening once they check-in asking how check-in was and if they have any questions. This way if they say that everything is great they will feel just a bit more guilty at the end if they try to rip you off.
RE: Preventing nonsense claims - h20gal - 04-14-2025
I had somebody find a cockroach outside the property 10 feet from the front entrance. They complained and we came to an arrangement that they would be refunded 2 nights.
After the stay they complained to Airbnb and attempted a full refund. We had the text conversation as proof.
Point I'm making OP is that you're going to find some pretty shitty people along the way but thankfully, they're few and far in between.
RE: Preventing nonsense claims - robleUK - 04-19-2025
Keep all your communications through the App so that it is all documented and its harder for them to say you said something offline. Don't answer calls from the guest unless your house is on fire!
RE: Preventing nonsense claims - wco81 - 04-19-2025
Everyone on here needs to understand that Airbnb pay's it's customer service agents a few dollars a day and they likely have never step foot in the countries of the people they are speaking with. They do not understand the laws in the states and they are so limited in what they can actually do. Think of it as someone who just takes your calls and puts notes into the system.
RE: Preventing nonsense claims - DELLAS - 04-23-2025
I’ve dealt with 2 cleanliness complaints that are similar to this situation. The first one I was completely off guard so we offered them a full refund and said goodbye.. it just wasn’t worth dealing with them. The other one I fought them on it and support sided with us. Provide as much proof as possible. For the bugs if you get an exterminator that comes out provide the receipt. Bugs are always around and it’s impossible to provide a bug free environment especially if you are an a humid hot environment. Airbnb doesn’t expect that but you do need to show them you are preventing bugs as much as possible. If a guest complains about a dead bug point out that them being dead is a sign you’re doing something to kill them when they enter the house. Also provide receipts of your housekeeper who cleaned the place. We also have our housekeepers take a video of the property after they are done. You can take photos from the video and submit that as proof as well.
RE: Preventing nonsense claims - timeoutzone - 09-06-2025
Ignore the poorly rated guests, set your property price somewhere in the mid-top range (assuming your listing qualifies) and this will automatically filter out the undesirables.