I need some advice on how to handle a situation. I'm having a lot of trouble with the resolution center. A month ago, I stayed at a property in Bulacan, Philippines. Two days before we were supposed to leave, one of the toilets stopped working, leaving 12 guests with only one functional toilet. We asked the owner to address the issue, but because it was the weekend, no one was available to help. After we left, I requested a $150 refund due to the inconvenience.
The host refused my request and instead filed his own claim, accusing us of misusing the toilet by improperly flushing toilet paper, which he said is not acceptable in the Philippines. However, we were never informed not to flush toilet paper, and he had even provided us with some. His claim is for $477.
His only "proof" is a picture of a worker fixing the toilet after we had already left. He never came to check on the issue while we were still there.
My credit card is set to be charged on October 4.
I recently connected with a previous guest who stayed at the property a few weeks before me. She confirmed that she had also experienced toilet issues and provided me with photos of the toilet overflowing, along with screenshots of her conversation with the host, where he promised to fix the issue before the next guests arrived. This clearly shows that the toilet problem was pre-existing and I’m being wrongfully blamed.
The problem is that it’s been incredibly difficult to get anyone at Airbnb to review the documentation I've provided in my case.
I keep getting emails stating that my credit card will be charged. The customer service has been terrible, so if anyone has tips on how to move forward, I’d really appreciate your help.
