Brick Wall!!

[David11725]

As a Superhost I just had the worst experience with Airbnb advisors. 

Our guest made a long-term booking (with significant discount) and half way though wanted to leave. There was a strict cancellation policy in place so the guest lied and said there was a privacy violation and so received a refund.

We have had nothing but a 'brick-wall' in terms of Airbnb response. No matter a track record of 100% 5-star responses (on two listing) we just keep getting told (in bad English) the decision is made through case is closed. Worse than this we are advised a 'note' is now on our account!  It is obvious this person used a lie to get a refund. Airbnb are just wanted the situation to go away at our expense as there is no loss of Superhost status.  The worst of it is all the 'Superhost' adulation dissappears in a situation like this amd Airbnb just take your booking fee to keep the guest happy and they know you have no recourse as you want to keep the business going. 

There seems to be no escalating process and you always feel you are talking to just another person on the same level.  

Is there any legal recouse against Airnbnb?

[Mike-And-Jane0]

@David11725 the simplest recourse legally is the small claims court

[David11725]

Thank you for replying.

We are just astonished at the Airbnb response. One minute you are a favoured Superhost and the next they just want you and the issue to go away!!  This person can go on to use this ruse to get refunds continually.  

Also the anonymity of the Airbnb advisors - you just have a first name and there is no way of checking who they must answer to so you have no recourse when an unjust decision is made.

Regards 

David

[Mike-And-Jane0]

@David11725 names are irrelevant as Airbnb cleverly has no complaints department and hence has never registered a complaint. 

[David11725]

I hadn't quite figured that out - but it all makes sense... faceless people with irrelevant names just make unilateral decisions and there is no recourse..

It makes 'Superhost' a bit pointless... We don't want to experience that faceless kind of brush-off and be part of a business that does not back up their people so we will complete the two bookings we have and we will close it down.  

But thank you for replying..