want to report support specialist wrong doing

[Benedictus0]

hello...

wonder to know how to reach some one higher than support specialist, i have dispute with her and i think am correct..

[Helen3]

What are you trying to achieve? @Benedictus0  Do you want to over turn a decision? 

What situation do you have a difference of opinion over? 

[Benedictus0]

yes..

i have guest booking  after march 14, 2020 for november 2020, a week ago the guest cancel it.

the first airbnb support asked me if i agree to make full refund or follow the policy. i said follow the policy and am getting payout.

few days ago the 2nd airbnb support reached me and saying i should not getting payout for the cancellation and should refund in full. i said we should followExtenuating Circumstances Policy for the Coronavirus (COVID-19). and since the booking after 14 march, should follow my cancellation policy.

the support reply saying i should follow this policy https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid....

reading this article 1320, it said at the beginning that this article is not for condition under pandemic right now, since the booking is after 14 march, the article directing us Extenuating Circumstances Policy.

this support team not agree and won't listen..so i need some one to report the case and show me which airbnb policy to use if not the one..

thank you..

[Helen3]

Why exactly does the guest want to cancel @Benedictus0 

[Benedictus0]

hi Helen..any help for me..?

[Benedictus0]

hi..just want to let you know that i have my payout back. thank you for your interest in helping me..

Ben

[Benedictus0]

the guest is from canada but apparently now in east europe and she said can not travel to bali, indonesia.

[Benedictus0]

should i as the host  be responsible how the guest can reach my place..? during this pandemic am hosting many guestes which the profile said they are from usa, rusia, italy, etc..

[Benedictus0]

sorry, am on instant booking too

[Mike-And-Jane0]

@Benedictus0 I suspect the guest is applying the concept that the contract has been frustrated. This exists under most countries whose laws derive from England so probably Canada and Australia. The guest can choose to apply the law of their country.

I suggest you google the concept of frustrated contracts and you will probably find that Airbnb have applied the law. FYI the terms of the EC policy do not and cannot override the law

[Benedictus0]

the support only said that i have to follow this  policy www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoidable-cir...

which on the top of the reading saying if this is related to pandemic, i should follow the pandemic Circumstances Policy

[Benedictus0]

sorry must come back to you since no other help...

the support only applying this policy : www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoidable-cir...

and this article 1320 clearly stating not be used for pandemic..

i did called and asking the supervisor and they said someone will reach me but it has been another 24hours and no news.

or this is what you called they are doing frustrated tactic ???

thanks..

[Benedictus0]

when i start reading article 1320 said the following at the very beginning..

[Benedictus0]

back to my original question, could you all tell me how to reach support specialist supervisor so i can discuss my issue..? why the first support specialist has different judgement than the 2nd..? it seems i was on the trial twice for same case..

[Helen3]

Hi @Benedictus0 

This is a community forum made up of hosts and guests like yourself.

If the guest cannot travel to you because of government Covid restrictions Airbnb can and will offer guests a penalty free cancellation under its EC policy regardless of when the booking is made.

Just as they would you penalty free cancellations if your government introduced restrictions and you had to cancel your bookings.

I do appreciate how frustrating this is. Hosts in shared homes in the UK lost thousands when our government’s banned STRs from March to July.

I doubt you will get Airbnb to change their minds if government travel bans are in place.