About 3 months ago a guest made a 2 week reservation. This guest chose my specific condo because I have a flexible policy and he knew before arriving it was likely he would be called back to work. He wanted all of his money back on any unused days. This is not conjecture, he would later write this in a Whatsapp to me. After 3 nights he cancelled and stayed a fourth night. It was a 14 day booking. He stayed 4 nights and checked out late. Airbnb gave him back 10 days of money. I had no idea he would be refunded all of his unused days so I called Airbnb to clarify the policy to me.
When I called Airbnb to find out why he was refunded all of the money and about the policy I was told the following. I was told that he must pay for an extra day. If he stays for 4, he pays for 5. Additionally the guest checked out late, entitling me to a second extra day. This late checkout was documented by the guest on Whatsapp. So after finding out the exact policy I submitted a resolution center request for 2 additional days. He paid for 4 nights and stayed 4 nights. Airbnb resolution center denied my request for any extra money, even after I submitted the proof of the actual late checkout time. In addition to all of this, the guest admitted on Whatapp he owed the money, but then refused to pay.
So I asked to speak to an Airbnb supervisor so that they could explain to me, what I am missing. That was on May 27 which was 59 days ago. I have sent at least 6 requests by email to speak to a supervisor. Nobody at Airbnb can call or write an explanation to me.
Why can't Airbnb ask a supervisor to review this situation and explain to me what I am missing or approve my resolution request after 2 months of asking?
