109 days and counting waiting for a refund, is this a record ?

[Andy2998]

109 days ago Airbnb promised me a full refund with respect to a sub-standard property I was due to stay in.

After over 28 interactions with their support team their standard response is that "the refund was already process successfully and the issue was already reported to our technical team".   They first said this in early November 2021.

How does one go about escalating this to someone who take action?   

[Lawrene0]

Twitter, I think, @Andy2998 . If you don't have a Twitter account, it is worth getting one (it's free) just for this issue. 

The account you want to message there is airbnbhelp. 

[Andy2998]

Thanks I'll give that a go.  Public shaming may get their attention !

[Mike-And-Jane0]

@Andy2998 threat of a small claims court claim also may help

[Sybe]

Hi @Andy2998 , I can imagine it's frustrating to wait for a refund for that long and to be told the same thing every time. I've sent this to the team now so they can look into it for us. 

[Sybe]

@Andy2998 I received an update saying your refund was processed on the 3rd this month so you should've received it by now. Let me know how it goes!

[Andy2998]

Yes that's correct.  It was sorted within 4 hours of contacting your twitter team.

But something is seriously wrong with your customer service given your failure to get it sorted using the normal channels.   

[Colleen253]

@Andy2998 No one will argue with you that there are problems with Airbnb CS, but the OCM’s such as @Sybe and the others here do not work for Airbnb. They manage this community platform. While their jobs do not involve intervention in issues on behalf of hosts and guests who post on the forum here, they often do anyway. Many issues have been helped by that intervention. That wasn’t the case for you, but it’s still a courtesy that warrants a thank you. 

[Andy2998]

@Colleen253 Well I consider myself well and truly ticked off 😞 .  @Sybe  thanks for your help.