@Catherine-Powell
I watched Catherine's video messages and could not help but respond, as Catherine is misinformed regarding the time frame for responses from customer service. Yes, a call will be answered if it is related to a reservation beginning within 72 hours. However, the "answer" to that call is simply a CSR who records the reason for the call and indicates that she will route the question to the proper team and they will respond. I have done this twice and neither time did anyone call or message me a response. Of course, the 72 hours came and went. And when I put in a request for customer service through support messaging, I always wait over 1 week for a meaningless response from a bot. As that doesn't help me, I then go back into the cue and wait more than another week for a response from a person.
Catherine, Perhaps you can have someone assist me. I received 3 bookings from 2 different girls who had active, recent outstanding warrants for identity theft among other things. They were local residents who booked the house for an extended period of time for 6 people. I canceled all of the bookings and reported the members. In the case of 1 of the bookings, I was punished by airbnb blocking my calendar for the time period of the stay. I also had my calendar blocked for another canceled reservation during that same time period, although there were extenuating circumstances in that case as well. These blocks have ruined my revenue for September. And it appears that NOTHING HAS BEEN DONE TO PROTECT FUTURE HOSTS FROM THESE MEMBERS.
I first put in a request to have this looked at on August 26. Today, September 13, I received a response that 1. indicated the responder had no knowledge or interest in the circumstances of the cancelation and 2. scolded me for putting sensitive information in the message and 3. asked for "proof" . It was unclear what proof was being requested since the messages between myself and the two girls were clear as to the problem I had with the bookings and the "proof" as to my claims about the girls were the very links that I was scolded for including.
I am a superhost who has been hosting for about 5 years. I have many properties and a very low cancelation rate on all of the properties. I rarely call on customer service as I am very self-sufficient. Sadly, all 3 times I have requested assistance over the years for significant issues, I have been treated similarly to the way I have been treated in this situation. And that was well before COVID.
I hope that your promises of wanting to make things better for hosts will cause you to choose to assist me with this.
Thank you,
Lisa
