Co-hosts and cancellations

[Andrew2223]

I'm in the middle of a bit of a nightmare with a long term booking. I was away from internet for over a week during a guest's stay, and my girlfriend/cohost handled communication with them. They complained about the cleanliness of our apt after showing up.  We offered to help and the guest said no. Eventually airbnb sided with us and let us keep 95% of the fee and open our calendar back up. The guest wouldn't stop writing my cohost, so she called airbnb and had the guest blocked. Airbnb let my cohost know the case was closed. 

Meanwhile, airbnb wrote me on a separate thread I had no access to. They said that because I didn't respond, the guest would now get a 100% refund, leaving with me with a huge deficit in my account. That happened weeks ago. 

I've been trying for the past week to get someone on the phone with no luck. They ignore my messages and transfer to me to other ambassadors who don't understand the situation. I've honestly never been treated so badly by a major company, especially one I've hosted and traveled with for over 8 years. I'm upset. Any suggestions on talking to someone higher up that can actually help?? Thank you. 

[Tommy150]

Post on the national facebook host group. I recall seeing a few people there that work for Airbnb and offer to escalate things when they can help.

[Anne-And-Bill1]

This is so disappointing Andrew.  I hope you will receive a response and assistance.

[Nina75]

If a guest complains about anything, I let them leave. I have learned that mutual cancellation and refunds is the best policy for complaining guests. I had a guest come back with complaints, 3 months later and AirBnb gave them a refund. You also avoid a bad review which will cost you money in the future.

You never know what will happen once the issue is given to Airbnb. You also were out of town, so you "really" dont know if the house was clean or dirty, you are assuming that it was clean.

[Andrew2223]

Thanks everyone for chiming in here. After almost 3 weeks of following up and being turned down 4 times by support ambassadors, I finally made it through to a supervisor who took my case on. He processed a full refund to my account and deleted the cancellation from the record. It was exhausting, and changed my opinion of Airbnb going forward. I really just haven't been treated like that before by a major corporation before, especially one I basically work for as a host.