Challenging experience with Airbnb support

[Shira59]

can you help me too? I have a similar nasty experience now with airbnb support team. 

 I had a guest twice denied a false damage request that came nearly two weeks after their stay by airbnb reps. then a 3rd rep "**" suddenly pushed it through and forced a refund even though it was way more than 72 hours, evidence was given that guest was lying and that two prior airbnb reps had reviewed a denied guest claims. This ** was nasty to me and violated their own polices. but there i no help from anyone. Worse, I was threatened by ** and told I would be flagged for it. 

I have hosted dozens of 5 star stays and feel violated by the customer service. 

**[Name hidden due to privacy concerns - Community Center Guidelines]

[Preston44]

Airbnb will not help you with this. They take the guest’s side 10 out of 10 times with things like this. They would rather risk losing a host versus risk losing a guest.

[Jenny]

Hi @Shira59 

I've opened up a new discussion post for you, so that it's easier for our Hosts to notice it, and give you the benefit of their advice.

I'm really sorry to hear about the experience you had.

I can see that we've previously raised your concerns about this situation with the team, and it sounds like this is something you'd need to speak to Airbnb Support about again, so I recommend opening a new case with them.  

In the meantime I've passed your comments about the service you received over to the relevant team for review.

Please feel free to keep us updated on how things go, should you decide to contact Support again, and hopefully our Hosts will be able to give you some advice as well.

Take care,

Jenny

[Shira59]

I will try but is there a better way than opening a ticket that will get passed around. 

[Shira59 · Accepted solution]

Update: After trying to message, I got through to some supervisor named David on the phone. He listened to my situation kindly and right away promised to investigate. He told me he would get back to me within 3 hours with an update and review all the past conversations and chats with prior reps. I doubted it. 

And he did. 2.5 hours later I received a call from David! he actually apologized for the situation. It was clear that he had really read through the info and reviewed it. He informed me that he found I was right. He immediately refunded the wrongly taken guest refund to me, removed the warning from my listing and removed the guest retaliatory review. He assured me that he would deal with the rep too. I was so happy and relived that this ended well (after many days of stress and hours working on it), I almost cried.

Thank you David. You should be a leader at airbnb!

[Cirla0]

I am really glad that David helped you. It is stressful dealing with retaliation. I wish you the best.