Hello Sarah 🙂
Thank you for your input.
It is strange I agree. Unless I am missing something, this is what I am experiencing right now.
The frustration comes when you start repeating the same story again and again to each assistant you get to speak to. Don't forget the security questions that come with it when you call.
Callbacks are fine but after "5 recorded escalations to the higher department" what else can they do?
Frontend customer agents can only tell you that the case had been escalated.
With no written acknowledgment, feedback or follow up, you start to feel that something is not quite right.
Where is the host guarantee? Does it not apply? Can it be extended to cases like this?
Abnb was much better than that. They were so much more on point.
Frustration kicks in when I balance the time spent trying to understand what is going on and collect guests payment versus the awesome other things I could be doing with my time.
Agents get paid for their time to be on the phone. We do not, unfortunately.
When I add them all up, I become even more annoyed with abnb because they have not been forthcoming.
Besides the still unpaid bookings ( I hope common sense will prevail so I can fairly get paid for them); I took 2 more recent bookings that show payout dates to June 10 and June 11 respectively. The guest checked in on the 2 and 3 June.
This is literally a payout date set to 7 days into the booking and not the usual 24 hours we have been doing for the past 5 years.
By the way, I am set up on paypal for payout...24 hrs.
Am I missing something?
I decided to share and see if and how often this happen because it is strange but it is happening to me right now.
Fair enough It's not a huge sum of money but the principle of fairness must apply.
Hello Serge,
My name is Thomas and I'm a member of Airbnb's Trust & Safety team. We will be contacting you by phone shortly about your current reservation HM3RRSPQSB with Ben. Airbnb has determined that we are unable to support this reservation and will be moving forward with canceling it. If check-in has happened already, we ask that the checkout process begin as soon as possible.
We truly apologize for this inconvenience and would like to assure you that these situations are unique and that we are here to support you. I will be reaching out to you by phone shortly to follow up, but in the meantime feel free to reply directly this email with any questions or concerns.
As per your request I will wait you to be back home to request Ben to leave. Please notify me as soon as you will be home.
If you have any questions please come back to me.
Best,
Thomas
www.airbnb.com/help