Escalate a complaint

[Kim376]

I want to know how to escalate a complaint,

I have a so called case manager- **, who is meant to be dealing with my complaint regarding a refund to my credit card, which is not happening.

Does anyone know where I can go from here are there any legal bodies I can approach, ombudsman, etc

[*Title and name edited]

[Dana290]

I need help as well....We had a guest knock down a 16ft tree, admit it was her fault, say she she would pay and then didnt. I asked Airbnb to help us inder their "host guarantee". After sending all the pictures, and receipts and the guests's admission of guilt; THREE TIMES, to airBNB "case manager" Gonzalo...I get the same "canned" response from him " we have reviewed this and cannot help". 

I dont know what more I can give them. I have asked him three times WHY? and is he even bothers to respond, he just says "we have determined it is no tcovered".

I want to know why?

I want to speak speak to someone that is not like a robot.

I want to be treated with respect and resolution.......Can ANYONE help me?

We are out $900 to fix the tree as a crane was needed. 

[Kooraysha0]

Hi, sorry about your problems. I have a problem where I booked at an air b n b in Durban and the night it stormed place got flooded and the mirror fell from the wall pushing my stuff off the dressing table. Lots of electronics got damaged.  When I got to the flat just after midnight I saw the water and I mopped the place and messaged the owner. Owner does not want to pay me for my damaged goods. The mirror was stuck on the wall with 2 way tape and was a huge mirror. That is negligence. How do I solve this

[Deborah735]

Could someone please advise me on how I can escalate a complaint to Airbnb's upper management or preferably the CEO?  I have been given the run around for 2 weeks now by their so called case managers that keep me on hold indefinitely or do not respond to my emails.  I have requested this contact information for upper management repeatedly and have not received it.  I guess Airbnb's strategy is to exacerbate their customers to the point that they will finally give up.  I'm not a quitter and so my next step, if my issue is not resolved, is to share my story on as many websites as possible warning unsuspecting customers to BEWARE of this company.  Their hosts are not trained like hotel industry staff and Airbnb is only interested in big profits thus they let incompetent hosts treat their customers any which way they like.  My experience on June 29th left me in tears and fearing for my safety.  Airbnb only left me hanging without any regard for my safety as I sat in a dark gas station parking lot trying to secure another place to sleep that night after my hosts who accused me of breaking one of their house rules, lost their tempers with me when I showed them their house rules on my phone which clearly showed I did not break any of their house rules. They threw me out on the busiest travel weekend in Canada and when I brought this to their attention, they said they didn't care and that it was not their problem.  Airbnb finally looked into my situation and reimbursed all 3 nights.  It helped that I had made a voice recording of these hosts verbally attacking me. I will continue to pursue compensation for as long as I have to so if anyone has this contact information, I would greatly appreciate it.  Thank you!

[Ana1136]

@Deborah735 I am sorry this has happened to you and of course the hosts are not trained as hotel staff, they don't run hotels. Are you asking for a full refund or some other kind of compensation? Could you tell us what the problem was so that we could give you a more informed opinion? 

[Deborah735]

Thank you for reaching out!  Airbnb promised me a refund for all 3 nights and that they would pay for accommodations at another Airbnb location.  That night as I sat in a dark gas station parking lot trying to find another place with one of their case managers, I was told that I had to contact the host first before they could book it for me.  After I contacted the host and she agreed to take me that night and for the following 2 nights, Airbnb kept me on hold indefinitely when I was trying to obtain the address and the code to get in the door.  For hours, I called them over and over again.  When I realized that they had no intention of finding and paying for another accommodation, I drove all over the city and finally found a hotel at 2 am in the morning.  I was totally exhausted after just driving 17 hours from Halifax to Ottawa. For 2 weeks, these case managers have made promises and then they just never get back to me.  After their initial promise of refunding all 3 nights, I was then only offered 2 nights and I had to contact them no less than 25 times within 3 days to get a full refund.  It has been a nightmare dealing with this company!  Their mission is only to exhaust people so that they will give up.  I will not.

[Ana1136]

@Deborah735 Airbnb never pays for another accommodation, they refund and possibly give +10% for the inconvenience. What was it that made the host so angry? I am sure she didn't want to lose revenue and face a bad review, she must have felt that all of that was worth it and that is a tough call. That said, I don't approve on her behavior in any way, she should be professional and not deal with her guests with insults. 

[Deborah735]

That is what was promised to me or I would have immediately looked for a hotel room. These hosts indicated on their profile that pets were allowed and one of their house rules was that all pets had to be crated "when left alone".  When I arrived at the door with my 63 lb. dog on a leash, she obviously was not in a crate since I could not manage that amount of weight.  They commented on her size which was never asked in prior correspondence.  A thunderstorm had begun and their walkway was full of mud which we tracked onto their front steps.  After showing me my accommodation (after the power went out) with my dog always on a leash, she then came up an hour later and accused me of breaking their house rules which I disputed.  Her and her husband became very abusive which I recorded on my phone.  They accused me of letting my dog run loose with muddy paws on the ground floor.  Not so!  My dog is always on a leash for her protection. They asked me to leave (on the busiest travel weekend of the year).  They were being unreasonable and I suspect they could have rented out their accommodation for more money and were looking for a reason to get me to leave.  In previous emails, I discussed my dog and nothing was ever mentioned about the size of my dog or a crate. These hosts should never be allowed to get near customers, period.

[Deborah735]

Just to be more clear, they accused me of breaking their house rule "that pets had to always be crated" and when I went to their profile, I showed them that they actually wrote:  "that pets had to be crated when left alone".  It didn't matter to them.  They still asked me to leave.  I did nothing wrong.  My dog did nothing wrong.  She was always on a leash and NEVER left alone.

[Taline2]

I'm now dealing with a similar situation and don't know how to escalate to the CEO of airnb. I've found emails on the internet and emailed them. I'm waiting for their response.

I have rented my property to a [Personal information hidden for privacy reasons in line with the Community Center Guidelines].

The following event occurred at my property:

Adan inquired about my property and stated  the following : "Hello,
I was inquiring about the availability of the house for this Friday? I am trying to have a get together with a few family members who are coming to visit me before I leave to the Army this weekend. "

Come to find out that he had about 50 to 60 guests on my property. They had turned my property into a club. There was a strobe inside the house with excessive loud music. They were very loud. Lots of his guests were wondering in my neighborhood on foot and cars trying to find a parking spot to go in to my property. Guests were coming in scarcely around 1 or 2 a.m. most of them left around 440 a.m. The WIFI was used for improper purpose. We got an email from Spectrum informing that someone accessed a video or music without permission. It was a copyright protected music or video. Further they smoked weed. They TRASHED and vandalized my property. They pulled a binocular out from its nail that was hung on the wall in one of the bedrooms. It was a mess. That even defies description. There was vomit everywhere specially in two bathrooms. The entire house floor was very sticky. This required deep cleaning. One of the whisky bottles the black label was empty and the cap was missing. This was a collectible item can’t even replace it. There were pieces of broken glasses found scarcely in the house. The glass table was broken and the glass on the big table was shattered. One glass ashtray was broken. There was vomit on the TV in the downstairs bedroom. Also, the tequila bottle was finished which was located inside the bar cabinet.  I am very disappointed at the way AIRNB handles its claims. They're supposed to get back to me within 24 hrs or 48 hrs. No one got back to within the stated time frame.

The guest contacted me via AIRNB and admitted that he had broken a glass table and he's ready to pay for the damage. But that is not the only thing the guest violated as you can see above.

[Carolyn430]

I'm dealing with a very similar situation in away. I had someone from Airbnb UK take money off of my PayPal account three times. I never used Airbnb during the times they took my money. It is the same property. I contacted Airbnb and they came to the conclusion that I used it. This is without talking to me, and I asked them what property did I use it on, they shut down my account. I can't even look at my history to look for the thief. I asked Airbnb to reinstate my account they said they would, and they didn't. I NEED HELP, PLEASE ANYONE THAT HAS THE NUMBER TO THE OMBUDSMAN  FOR AIRBNB IT WOULD BE APPRECIATED. Thank you **** is my email.

*[Personal information hidden for safety reasons - in line with the Community Center Guidelines]

[Wendy1071]

@Carolyn430 @Sara1101 Is it too late to put a stop payment on your credit card for non-receipt of services?  If yes, then you could enter a dispute for the charge for the same reason.  Let Airbnb and the card duke it out.  The card will usually credit your account right away until the matter is settled satisfactory.  They'll either let you keep the refund if they determine you did not receive the product paid for or put the charge back on the card if Airbnb proves you did. 

[Carolyn430]

SOMEONE HAS TO BE HELD ACCOUNTABLE

[Keith336]

I’ve had many problems with the Airbnb app, last year it was regularly allowing people to book months in advance even when I had a two month restriction in place. 

Airbnb customer service always cancelled these bookings for me. This year the problem had been with syncing my calendars. The sync fails and I get double bookings. It was always sorted out but now they are refusing to take responsibility and I was fined for it. I tried messaging and I’ve spoke to about 10 different people (a different person each reply!)  but they all give me is the same line about not cancelling the penalties this time.

    It’s obviously annoying to lose money when it is their app that causes the problems. I’m hosting every day so I am probably going to experience another “glitch” soon and more fines. I was told to prove that the app was to blame. I’m not sure how to do this, if it can be done. I opened an account with booking.com now, and I think I will give them a chance instead.  

 Not sure if it’s worth perusing the fines they gave me. I am definitely not confident in continuing to use Airbnb now. 

[Daisy123]

Well hello fellow Airbnb victims. I have been trying to resolve a privacy issue with Airbnb for the last week. I got an email from Paypal telling me that I had just booked over $700 worth of accommodation. I am unemployed atm, so I freaked out as you can imagine.  Paypal were great and cancelled the unauthorised transaction. Airbnb on the other hand has been dreadful. I have reported the matter about 5 times on the phone and 3 times in writing. My complaint has gone to the security team and they have done exactly nothing. It appears that Airbnb algorithms picked up my boss' personal information from the Facebook page I was editing for him and associated my information with his information. I worked this out myself. The poor old Airbnb cyphers on the phone and in the security team have no information about how the system works and merely trot out the same old guff, even using the old 'because of the Privacy Act' line. The Privacy Act 1988 (Cth) in Australia actually requires Airbnb to take steps to check the accuracy of personal information and to secure it against improper use. So it looks like I'll have to lodge a complaint with the Office of the Australian Privacy Commissioner to get Airbnb to fix a problem which they could fix in one minute flat. So if you're reading this Airbnb, please take that one minute to fix it.

[Lisa10]

Same here - having the WORST support from a case manager regarding reimbursement for guests who stayed 5 hours after check out, left feces and vomit on carpet,  bedding & towels and required hours of extra cleaning.  I'm a member since 2010 - super host - huge Airbnb advocate. I can't even count the number of nervous would-be hosts who were fearful of listing their homes that  I convinced to become host by sharing that the very few times (3 times in 9 years) I've had to report damage to Airbnb the process was swift and fair.  No longer the case. I'm being told by my case manager (Andre R) they would not cover extra cleaning costs nor the fact that guests stayed hours after check out despite the fact we had photos and videos to show damage and messages via their system begging the guests to give us an update on when they'd be leaving. We had new guests checking in the same day whom were inconvenienced, not to mention our poor housekeeper who had to keep coming back to the house trying to get in (guests wouldn't answer the door). Such a stressful situation and now to find that after 3 weeks, Airbnb's "support" isn't actually supporting us - a slap in the face. I am actively seeking alternate marketing sites (any tips welcomed). The robot Andre R says:

"Regarding your issues related to extra cleaning fee and late check out, Our Host Guarantee provides payment for direct physical loss or physical damage to an accommodation. Going forward, please consider your cleaning fee to account a middle-ground between reservations that require more or less cleaning after check out. I hope you can appreciate that we cannot charge a cleaning fee twice.

In order to clarify, the host is able to create the house rules for the accommodation listed in our platform, however, please note that as per our Terms of Service, we are unable to reinforce reimbursement for them. We are unable to compensate host for arbitrary costs, we are only able to enforce our own Terms of service, which are the ones that users agreed to."

A "middle ground" doesn't anticipate feces and vomit - it does consider xtra trash, dirty dishes and the occasional stains. These guests ruined 2 full sets of bedding (from duvet, sheets, mattress covers AND mattress), 8 +towels and more! We are getting partial payment to replace all the ruined linens and zero for xtra housecleaning and the 5 xtra hours they stayed in our home. 

I have already tried calling Airbnb hoping that the "super host" CS could be of help and they pawned me off to the hugely unhelpful "resolution" team. Anyone have ideas? Thanks in advance.