Katie ,
I have been living in London for 17 and my husband 23 years, my children were born in London, please support us but please do not lie to us. NOBODy called Sergi contacted us even once. NOBODY called us, We have an enormous amount of references numbers, front line Airbnb employees names, emails we sent to you and payment support for three weeks (the first 3 weeks was the escalating report system which has reached the Himalayas before finally somebody called Jenell from payment department contacted us via the messaging system ) as we were in touch with Airbnb since 05.09.20 ( for everything we have proof including recorded conversation ). I have learned back in the UK that you have to collect everything to make your case, ( but over there in London we had gentlemen word which means a lot ) .
But what I learned was about transparency, honesty, to be communicative, respect, empathy.
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You or your colleagues are lying - there is nothing correct in your message! No Sergi ever contacted us, no payments were ever offered, nothing was offered! WE SENT YOU in the personal message all information so read it . Apparently, you did not otherwise you would not send such message which only shows a lack of knowledge in our case or complete miscommunication. Please read first our case, collect all information and respond. NO Sergi ever contacted us, nobody did anything about the payment, AND NEVER EVER dare to blame us for lack of any action - this you AIRBNB you did nothing - YOU passes our personal details to people who were paying cash in the shops in Antofagasta and Calama for our reservations ( we have proved it ) , you have changed our bank details in the default account payout this is why money were returning , YOU were receiving for weeks returned the money and did nothing . Do not dare anymore to pass the blame on us - enough!