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]

[Mike-And-Jane0]

@Sam4416 I am guessing that you paid 50% of the total holiday cost. I am also guessing that the cancellation policy was that you would lose 50% of the total price hence by cancelling you are due nothing back as per the contract you agreed to. Now many hosts might be willing to refund IF they get a replacement booking but as Airbnb hold the money then even these hosts would not refund until they actually get the money. You can contact as many organisations as you want but at the end of the day perhaps you should have taken out travel insurance.

[Sam4416]

Hi Mike and Jane.  Thanks for your message.  The host has confirmed that he has been able to fill the days - all but 2.  There is still another 2.5 months until the holiday stay date.  It is a school holiday period so... the chances are...the days will fill.  All with this said... I have been turned away.  So the host gets my deposit AND the new money too!  So wrong.

[Mike-And-Jane0]

@Sam4416 I agree it is wrong but it is what you signed up for when making the booking. Do be aware that the host is not holding your money and will only get it from Airbnb a few days after when you would have checked in. Perhaps contact the host again at this point asking nicely for your money back.

[Sarah977]

@Sam4416  You do not understand  the cancellation policy.  No one has mistreated you or scammed you. It is not "So wrong". The host is upholding the terms of the policy you agreed to when you booked. Which unfortunately most guests don't bother reading through or comprehending.

If the host had a strict cancellation policy, you were due back 50% of the nightly rate, not 50% of the 50% deposit you paid.

And why do you think you have been "turned  away"? If the host has told you they were able to fill dates, that sounds like they are planning to refund you something when they get paid.  They wouldn't authorize a refund now because they will not receive either your deposit nor the new guest's payment until after the check-in date. Hosts don't have guests' $ until after check-in. Airbnb holds it until then.

[Maley1]

I got Catfished and Airbnb customer service is unbelievably incompetent. I rented a gigantic luxury house on the water for a mom's weekend with our kids, but when we got there the place was disgusting. Rotting groceries, garbage bags taped to and blocking off the stairs, bedroom drawers full of food, stained pillows with no pillowcases, moldy towels, no sheets, stained and tattered blankets, and just trash trash trash everywhere. I am 9 months pregnant and spent hours taking out 6 bags of trash when we arrived. I called the host who apologized and said the previous guests had had a firework party with a DJ and destroyed her house. I said I was sorry that happened to her, but we had nowhere else to go and had tiny babies and toddlers who were trying to stay in an unsanitary environment (no space to put pumped breastmilk or kids food). Thankfully I documented all of this and took pictures, and have proof that the host was aware. 

When we checked out, I asked the host for a partial refund (total was $5000, I asked for half). Instead, she accused *me* of having a fireworks party and trashing her house. I went to Airbnb for help and have called them twice a day for two weeks: I've asked (1) for a refund (2) to ensure that the host doesn't leave me a false review and (3) to ensure that this host can't catfish further guests. Instead, Airbnb has done nothing, and the host just posted a review saying that I not only had a party with fireworks, but that I stole things (!) from her house and trashed it. I'm outside the window to reply to her review or leave my own. Ten minutes ago, Airbnb customer service actually hung up on me. The lady said "I can't help you," I asked her to put me in touch with someone who could, and she said, "no" and hung up. 

What should I do from here? The refund may be possible if I dispute with my credit card company ($5K is so much money!) but I also am actually MORE concerned with the host being a scam artist and lying about me on a public review. 

[Emiel1]

@Maley1 

You stayed at the lsting to the end and then asked for a refund. That's not the best way of doing business. You also did not  review the host, nor comment on the review the host has written. Complaining at Airbnb is rather useless if you do not cancel your stay because of a serious issue. You can still report the host (via "flag" link on the profile) to Airbnb.

The host got some more negative reviews, Airbnb should look into this..

So do not give up complaining and ask Airbnb to provide evidence of the allegations.

[Jen6463]

I have a similar issue. Due to the lock down a host has agreed to refund me 80% of my booking, but airbnb are holding back 30% of that amount and have only returned me 50%. I have approached them dozens of times about this unethical behaviour and they are not responding to me. I am ready to engage a laywer, but no idea where to start. Any advise from this community? 

[Tayla24]

I am writing from Brisbane and we have been advised today (July 31) that South East Queensland, Australia, including Gold Coast, are to commence a three day lockdown as of 4:00pm today due to COVID and the Delta strain. Myself and three other friends had booked at the Mantra on View Surfers Paradise Lev 16 5G Internet, through Shakil. I contacted Shakil this morning as soon as we realised we were unable to keep our reservation only to be told that he would not give us a refund or allow us to reschedule. He also told us that he does not have our money. He did say he would refund the cleaning free. However, we are now out of pocket $201.50 as the cleaning fee is $70.

Air Bnb, we would appreciate the return of our money during these tough COVID times

https://www.airbnb.com.au/rooms/46913233?source_impression_id=p3_1627705088_YtnDjPNXHEGN%2FDlS

[Wahed0]

I am having a nightmare dealing with Airbnb responding back to an issue I have with the host. I have called them 8 times, email 3 times for the same issue and all 11 times I get " our supervisor will call you back". I never get the call back and I even have some of their representatives laughing at the issue. Because of Covid they are working from home and they don't care about anything.  I have lost $4000 please don't make the same mistake. Beware of a company when the employees don't want to give you their employee ID # when you request it  from them. 

[Margot45]

Airbnb will do everything they can not to escalate an issue.

I requested escalation 82.5 hrs ago, a process they say takes 24 - 48 hrs and still nothing.

I have been contacted by a case manager Akeem who is completely useless and doesn't even know the Airbnb policy clearly outlined on the website. He told me I should send him a copy if it so he can learn from it!! 

I have been questioning a refund to a guest who cancelled 14 days into a four day stay. Airbnb gave them a refund with no reference to me. Immediately after the cancellation the "guest" changed his profile to a company and all the messages etc changed as well. I am being asked to provide proof of this, despite the company having secured the booking fraudulently.

House rules were broken, no communication re cancellation yet I am the one being treated like a liar. And they wonder why their hosts are frustrated and angry. Time for a mass walkout and time for an investigative reporter to get involved.

[Margot45]

Update:

Just reread my comment - the guest cancelled *4 days into a 14 day stay*.

I still don't have a solution or a resolution. 

I have been advised by the guest that their refund was cancelled. I have not been received it to cover costs and Airbnb is refusing to say what they have done with the money.

To add to that when a 'supervisor' finally (after 5 days) decided to ring me, he did so at 1.21am and when I didn't answer wrote an email stating that because I don't have a security deposit (I do, $200) I would have to enter into a resolution directly with the guest.

Maybe we all need to start messaging Brian Chesky - CEO of Airbnb on his Linkedin and Twitter accounts. He can't ignore the level of discontent amongst his hosts for ever.

[Tracie54]

I emailed the whole management committee I was so frustrated by my treatment and incompetence and refusal to refund my money after the host cancelled...!  They don't care. I have decided it is an expensive mistake for me to make to deal with them and have decided to tell anyone I can NOT to EVER book with Airbnb and I will NEVER do so again. For the sake of some decent customer service they could have avoided this but this is just an intermediary company who own nothing and really have nothing to lose... They just wait for the next host to provide them with the commodity and to hell with those who they fall out with in the meantime.  No one even acknowledged my email.  Appalling company.

[Sarah977]

@Tracie54  It doesn't make sense- if a host cancels your booking, you should be fully refunded. 

[Oratile1]

I have applied for refund and the cancellation policy says 50 percent of I have called Airbnb it has been 2 weeks now and they keep on saying they need consent from the host it’s been 2 weeks the host AWOL 

how do you confirm a host that ignores messages like that ?

[Mike-And-Jane0]

@Oratile1 I guess the host doesn't want to refund you any more money than is due based on the cancellation policy you contracted when you made your booking.

Just a thought - If you only paid 50% of the booking cost then there is no money due back to you. All refunds within the policy are automatic so either you cancelled too late for a refund or it is the issue above. I assume you have actually cancelled?