First of all the place was not already rented out. We had friends visiting. And even though we had those days blocked in our calendar we noticed that only the first day of our friends visit was blocked when we received the booking from Michael. Why who knows. Maybe a glitch in the system or we screwed up somehow. Anyways, we tried to solve the issue as best as we could. Here is the text conversation with our guests:
M around 6pm: Hi Jacqueline, we're from Germany and travelling through Denmark and Sweden and would like to stay at your lovely place for two days. looking forward to see you:)
J around 6pm: Hi Michael,
Many, many thanks for your booking. Unfortunately, there is a small problem. I thought I had blocked the whole week in the calendar, because I have friends from Hamburg to visit. Apparently, only the 19th was blocked in the AIRBNB system. Do not ask me why. I have no idea. I am very sorry. I've got a solution. Friends of mine around here also have a very, very good AIRBNB. The two are also superhosts. I phoned them and they would like to welcome you as guests. All you have to do is cancel your booking with us. The money for the nights with my friends, you can just give them into their hands. This will automatically save you 15% service fee with AIRBNB. So all together the accommodation costs you 140 Euro. If you want to know what the property looks like, just look on the AIRBNB (Bedding Beach) heading "Eget hus i Stora Beddinge" (https://en.airbnb.com/rooms/19240082?location=Beddingestrand). Just like me, you have the place for you alone. Please let me know. My friends have blocked the days for you until they hear from me. Again, I'm sorry.
PS: I will definitely be there when you arrive.
M around 10pm: Hi Jacky. OK thank you for the info. we can do it that way. but do not I pay cancellation fees if I cancel your accommodation?
M: can you please cancel the booking? This shows me that I will not get my money back if I cancel now
M: can you still send me the new address? I would tell you exactly when we arrive. Many Thanks
J: OK. No problem. Leave the booking as is. I'll just give the money to our AIRBNB colleagues. My number is (Phone number hidden by Airbnb) I'll call with the address tomorrow morning. And then I'm also personally on site. Sorry, if I cancel your booking, I lose my super host status for a year. I do not really want that.
M: Hi, that does not work for us. we could offer you the following. You can officially change the booking on airbnb to the new accommodation at the conditions offered on airbnb. this is according to our current SuperHost who had a similar problem possible (Note: You can NOT change the booking to another location, only dates and prices. The guests were listening to the wrong person/host.)
M: If this is not possible we have to ask you to cancel the booking. We really can not help but we did not want to cause you any trouble, but it is not easy for us either because we have no official airbnb booking and no security. please to brief info how we should proceed otherwise we have to involve the airbnb support. Thank you
J: Welcome to Hidden Treasures. See you tomorrow when you arrive. Then we take care of the rest.
Jacky and Johan
(Note: By then it was already shortly after midnight without having solved the issue even though we really tried. And of course by then our friends had unblocked their calendar so not to loose customers over our narrow-minded guests. And just a few hours later they received a booking from five Dutchmen. There you go. )
Next morning.......(since I was awake most of the night to come up with a solution Johan took over the conversation)
M: Hi Jacky, so we're coming to your address or your friends now? or do you think we come to you and then we take care of the whole story? (Seriously? Did I not say in my last text 'Welcome to Hidden Treasures'?)
Jo: Good Morning, Michael!
This is Johan. When are you planning to arrive here?
M: Hi Johan,
we're currently in Kopenhagen and Start here about 11 o'clock am. So will arrive at your place at about 1 o'clock pm? is this ok? sorry for the Trouble but our current Superhost told us that the Process Jacky offered is not the right Way and we have to pay a penalty when we cancel our Booking. We're by Car can we park it at your place? thanks in Advance and best regards
J: Yes, 1 pm is fine. We will be here and take care of you. Looking forward to seeing you!
M: Thanks, see you later
Before their arrival we had secured another place for them which is owned by a friend of ours, a very nice Swedish lady, and had it all set up and cleaned.The guests were very happy with it and even got some money back since the place was only a studio apartment.
M: Hi Johan, thanks for Organisation. Everything worked. Thanks for the Invitation, that Sounds great. we will come to your place tomorrow between 4 and 5. Thank you very much
(Note: We had invited them to a BBQ the next day to Show them how sorry we are about the issue with their booking.)
Well, thank you for being flexible and understanding. Glad everything worked out well.
Looking forward to seeing you tomorrow. We organize the fire and such, just bring what you want to put on the grill. :-)
M: Sounds great...we will have a beach day tomorrow if the Weather stays fine. should we come to your place or directly to the beach?
Jo: That is up to you. We are flexible, and anyway works. Think about it and we decide the details tomorrow.
M: ok see you tomorrow
M: Hi johan, are you currently at home? we would come by shortly and have a small chat . thanks
Jo: Yes, I am at home. You are welcome!
As it is quite obvious we did everything we could to make up for the issue with the booking. They had a lovely place to stay, did not loose any Money and did not have to sleep in their car instead. They even left a very nice note for our friend and thanked her for her hopitality. We gave them a 5-star feedback. And what did we get? 2 Stars! Ridiculous! The communicaton was always there as proven here. Only 2 Stars! A lie!Accuracy only 1 star. Really? Since they have not stayed with us how would they even know? So it's lie! For check-in only 2 stars. Must be a joke. We were right there when they arrived so they technically had no Problem with the check-in even though they stayed at another place which was already prepared for them. Again a lie! Cleanliness 4 stars. Well, which accommodation are they referring to here? They did not complain to our friend/their actual host. And they never saw the accommodation of Hidden Treasures from the inside except the profile pictures. The stars from our other guests speak for themselves.
5 stars for the location. Good since Beddingestrand is a great location for vacation including camping.
2 stars for value. Well, again. Which accommodation are they referring to? Since they were not staying at HT how can they possibly give an opinion about the value? Another lie therefore!
On a side note: The couple just joined AIRBNB this August!
Now it is entirely up to whomever is reading my response to come up with their own opinion about the rating from those guests.
Johan and I are very disappointed. Would we have known that they would stab us in the back after everything we did to solve the issue we probably would simply have canceled their booking and moved on with our HT even without the superhost status. Lesson learned.
According to AIRBNB forums most hosts are not happy with the new rating system anyways. Some have actually deleted their profiles and moved to other platforms.