When you speak to a CS Rep they will tell you that the reason they can not help you immediately is because of COVID-19. They thank you for your patience and say the case will be escalated and the wait time is 5+ days.
The two real reasons why we are all having so many issues are:
1. Airbnb laid off 1900+ employees in May
2. Airbnb is doing everything they can to prevent Cancelations and we are paying the price.
Today for a full refund, the guest must state they are “uncomfortable with the host”. Or they must pay the service charge. They are advised to ask the host to cancel the reservation. Then when we go to cancel the reservation we are marked down. I have no penalties in place for guests to cancel on my listing. They should able to cancel without issue.
Everybody loses in this scenario.
1. Customer Service calls increase.
2. Guests are frustrated and may not book again.
3. Hosts are frustrated and closing their listing.
Very disappointing. 😞