Support Ambassador Refusing to Close Ticket, Causing Listing Issues, Seeking Assistance

[Ahmed328]

Hello Airbnb Community,

I'm reaching out to share a distressing experience I've had with an Airbnb Support Ambassador and to seek advice on how to proceed.

Recently, a reservation was canceled under circumstances that I believe were mishandled. Due to an oversight, I initially provided a guest with an incorrect address. Upon realizing the mistake, I promptly sent the correct address. Despite this correction, the reservation was canceled, and penalties were applied to my account. Other than this, he suspended my listing and is now invisible. 

The Ambassador involved has since refused to close the support ticket and has implied that failure to comply with certain demands could result in the cancellation of future reservations. This has left me feeling threatened and uncertain about the security of my hosting activities on the platform.

I understand that maintaining accurate information is crucial, and I take full responsibility for the initial error. However, I believe the subsequent actions taken were disproportionate and have adversely affected my ability to host effectively. I'm unable to open a new support ticket regarding my listing. Every time I attempt to do so, the system indicates that my current issue is already being handled by an ambassador. Unfortunately, the ambassador assigned has suspended my listing since yesterday and is not responding to my messages. This situation is preventing me from resolving the issue and reinstating my listing.

Has anyone else encountered a similar situation? Any guidance on how to escalate this issue appropriately within Airbnb's support structure would be greatly appreciated. 

[Joan2709]

@Ahmed328 

Airbnb policies do not allow Hosts to switch a guest to a different property/address from the address on the listing, unless the guest approves and the Host alters the reservation to the new property. 

If the Host Offers You a Different Place to Stay

https://www.airbnb.com/help/article/250

If Airbnb sees Hosts are routinely doing a "bait and switch" tactic, they can suspend and even delete your account.

[Ahmed328]

Hi, if you understand my post correctly, I didnt ask a guest to transfer to a different listing.

[Joan2709]

@Ahmed328 

You are right...you said you gave him the wrong address. My apologies. 

Did the guest provide a reason why he wanted to cancel after you sent him a corrected address? Was the corrected address different from the address on the reservation confirmation?

[Timi-and-Istvan0]

I'm very sorry about the situation.

Try writing to Airbnb again i prefer via X(twitter)