Who else has been totally ingnored by the ABB 'Help" or "Resolution" Team?

[Frank-and-Lisa0]

Start off by noting we are not new to ABB ... but what appears to be a totally apathetic response to issues host might be having are new.

We notified ABB of multiple house rule infractions as well as illegal drug use and a late night/early morning party. We were told that they (ABB) take house parties "VERY seriously" and someone would be in contact with us 'very soon".  That was over 24 hours ago. We asked if we could change the locks and put them out and were told we should not enter the premises prior to the agreed check out time. And the resolution team was going to contact us. NEVER HAPPENED.

We've sent multiple follow ups to our original correspondences only to get an automated message that 'this thread' is now closed! (Feels like a virtual middle finger)

After we are finally able to enter the property we encounter a strong stench of marijuana, drink spills, wall damage, broken glass, revelers entering spaces clearly marked not part of the experience, as well as just a larger amount of mess than a booking for two people would normally create.

Our response so for from Airbnb is zero! Did they do away with any sort of host resource center? If we cannot count on ABB to back up hosts and their financial investments where can we go for a resolution?

Thoughts? Input? Any other host being treated as the forgotten part of the ABB community?

Frank and Lisa  

[Helen350]

@Frank-and-Lisa0

 Many hosts have reported a lack of response from CS recently. Try the search feature top right!

Airbnb have recently laid off 25% of it's workforce = 1900 workers.  

Covid19 means many hosts & guests are contacting re cancellations.

-Sorry to hear about the party damage..... You may have to resign yourselves to being on hold for hours....

[Mahagony0]

@Frank-and-Lisa0 @Helen350 we have the same problems with the Airbnb customer service reps.  They do not have legal degrees, so they simply make up whatever punishment they want to dole out to people.  It is completely arbitrary and against the law.  The best thing you can do is hire an attorney and sue in court.  Try small claims court as it is made for non-attorneys, you will get your legal rights protected (as opposed to trampled upon by Airbnb customer service reps), and whomever you sue will have to do what the judge orders.  Small claims court is the best way to solve legal problems.  Don't rely on customer service reps who don't have legal degrees and are often non-U.S. citizens to resolve legal problems. 

[Stephanie]

Hiya @Frank-and-Lisa0 ,

Thanks for posting and I appreciate you are frustrated with the delay in case activity. I've check in with CS and the case is still open and being worked but as @Helen350 mentioned, we are operating with a reduced workforce at the moment. To ensure each case has the level of attention of care needed to correctly address it, wait times are longer across the board to ensure this is upheld.

Thanks,

Stephanie