Help me please to get to the root of this problem as I want to prevent in the future the problem that I have experienced for the past 2 days.
On 9/11/20 I received an inquiry from Joe.. to reserve my place from 9/12/20-9/26/20. Joe.. asked for a special rate and I agreed to it and replied via Special Offer option. After 1 hour Joe sent me a message that he is satisfied with my offer, but was unable to book my place because those date were blocked. I checked my Hosting dashboard, Inbox, my emails and did not find anything related to any new inquires bookings or reservation. In my Inbox a status "Not Possible" appeared against Joe's inquiry. When I looked at my calendar I noticed that all dates from 9/12/20-10/09/20 Are blocked by someone with some Chinese characters instead of a profile picture with a status "pending verification". I immediately called Airbnb support and after some wait time got connected to rep by the name Kia. My understanding was that Kia's role was like an answering service. I explained my issue to her and she promised that I will receive a call back from Airbnb Support in a short time. That was on 9/11/20 at 5:52pm. Meanwhile I got few messages from Joe that he would like to know if could book my place.
At 7:19pm I called Airbnb support again and got in touch with Maria who was trying very hard to to get in touch with a specialist who could release all blocked days. That was unsuccessful as well and she also promised that some one will reach out to me ASAP. That didn't happen either. I called next day at 8:58 pm and talked to Andre. He told me that it must be in "pending verification" status for 12 hours before it can be released and there is nothing he could do, but he will try to contact someone while I wait. It took a good 30 min when he got back to me and told me that 12hours hold is just about to expire and told me that some one will call back to me to help. That also never happened. At about 11:00am I signed in to Airbnb site and noticed that all dates are unblocked by admin. No one contacted me to explain what exactly happened. Meanwhile Joe found another place to book and I lost potential income of $1250. Should Airbnb share that loss with me? I am a supper host for a while and was always trying to work with Airbnb to provide best hospitality to people. I understand that times are difficult now with Covid-19 pandemic, but this was I never had that situation before where an entire month was block on my calendar because someone did not provide a proper identification. Shouldn't booking take place ONLY after guest identity verified. I am puzzled, frustrated and would like to be in contact with a higher level manager in Airbnb Support team. How do I do that?
