Airbnb accepted tenants complain which was a guest fraud to me

[Bernard1382]

Hello. I had a Spanish guests in my place. They booked for 3 weeks. The apartment is quite new, very well maintained, very well equipped, in a new building. There is all you need to stay as we sometimes also use it for our personal matters. 

Two years since we started renting it, it happened to be the first tenant that ever complained. It was about one mattress. Quite new mattress, used sporadically, never being complained. In the apartment there are 1 double bed, 2 single beds and 1 sofa bed and a nice add on sofa at the terrace. Loads of option to choose from. 

Tenant stayed for 3 weeks, didn't resign earlier for which would be compensated. Just complained to Airbnb to get 50% refund. You can imagine what happened:

1. Tenant spend a great 3 weeks in a great place paying 50%, used the apartment, electricity and water

2. Airbnb took it's full commission

3. Renting company took it's comission

4. I was left with amount to cover the costs

Renting company was rejecting the complain but Airbnb took over guests side. 

Can anyone help how to prove to Airbnb me being right and get my well-deserved money?

[Paula]

Hello @Bernard1382, I’m sorry about this situation.

Have you reached out to the support team for assistance? If not, here is the link where you can contact them.

I hope this helps.

[Bernard1382]

@Paula Hi. Thank you for the advice. Yes, the renting agency on which is my place registered was reaching out to support team twice but did not succeed. I can't do it by myself as Airbnb needs requires identification through the account which is owned by agency.