Reply from HosthubNov 16, 2022
Hi Maria!
First of all, we're really sorry for what has happened and the losses incurred. We really are.
As we have already mentioned in our support conversations, all this was caused because you never filled in the cleaning fee in our system. Had you filled in the cleaning fee which is clearly visible in your rates management we would have synced it to Airbnb. Every booking you received had a cleaning fee of zero which you could also see in our system.
Sometimes this happens to other customers too. They might forget to add a cleaning fee in their rates settings and get a couple of bookings without a cleaning fee. They usually realize after 1 or 2 bookings and add it then.
The problem was that it took you more than 8 weeks and 45 bookings before you realized that your bookings did not have a cleaning fee, which led to the disproportionate increase in the total losses. Even so, we offered to cover the cost of many of those bookings, including 2 years of free subscriptions for our service, which you didn't accept. We handled the case as professionally and as empathetically as possible, but at some point, we felt that you should also assume part of the responsibility - after all, we do not have unlimited resources either.
Even so, we still offered a very healthy compensation, which we really hoped you would accept. Even at this hour, we are still hoping we can find a viable solution and are available at any time that suits you to discuss this again to find a solution.
Yours truly,
Alexander Caravitis
Co-founder & CEO
Hosthub
