My name is Paul, I'm a host and a victim on Airbnb too. I had a guest, she booked a room on April 20, 2020, for 7 days, after 6 days she extended her booking on Airbnb platform, and she extended again after another couple of days. I received these requests from Airbnb and approved the bookings, everything looked normal in my app and computer. But when I checked my money transaction a couple of days later, I found that I only received the money of this guest's first reservation, the money of her extended bookings was more than $640 and it did not show in my account. I had called Airbnb for more than 12 times in the past 2 months, they said it's a computer system issue, they didn't successfully charge that guest for her extended reservation, they will call me back to resolve the problem, but they never did.
The story was not ended yet and a new story came. Another guest booked a room on June 3, 2020, he canceled it when he arrived, he was outside my house, he canceled it before he walked in. Airbnb called me for this cancellation, I could keep all the money because the guest canceled it in the check-in day. I told the Airbnb agent that I just want to keep one-day money and refund the guest the rest at first, after 2 hours I changed my mind and called Airbnb to give the guest a full refund. When I checked my transaction process 3 days later, I found another tragedy, Airbnb charged me about $89 for this cancellation, I had to call Airbnb again and asked them what the $89 was. They said it's a computer mistake again, and they will refund me soon. But what I got is NOTHING, I called Airbnb for another 6 more times for this new issue in the past one and half months, every time they said they will escalate the case and refund me, but they never did!
Should I call the police or where can I complain to? Or should I ask for a lawyer?
