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]

[Bhumika]

Hi @Katherine990 , 

As you have commented on an older thread, can you please help elaborate on your concern by starting a new conversation with our members?

This way, we will get to know more about the issue and may be our members can help with some insights into your situation.

Looking forward to hearing from you!

[Yana692]

Hello Bhumika

I wanted to ask for your help as I’ve read you escalated other hosts issue similar as mine and their account been re-activated. 

I had been a super host w/6 listings and only 5 star reviews. All happy guests. Airbnb just closed my account  because its closely related to a person who isn’t allowed to use Airbnb. And canceled all reservations. It was 1 remaining reservation where guests were strangled in the airport without my check in instructions as my messages were blocked to that guest and I couldn’t even get CS help in connecting me to that guest. Airbnb interfered with my performance as a host. They eventually checked in and were happy with their stay but couldn’t post a review which I don’t understand why guests are limited..

I am beyond devastated, stressed, not sleeping. I worked extremely hard earning a super host status, I invested tens of thousands of dollars remodeling costs so i get High ranking on Airbnb. And they closed my business putting me on a street, this is my only income. I’m a single mother w/ minor. I need to provide also to my family affected with the war in Ukraine.

The person who Airbnb says I’m associated with was someone I hired initially to run my listings. Her account was removed for alleged Discrimination remark on traveler, Sinan from Turkey. He contacted around Feb 2022 asking to see property in person and its address. She declined. They exchanged messages. But he never reserved. Next thing, Airbnb removed her account after he complained. She didn’t even know what she did wrong and no explanation could had been given as her messages w/that Traveler were no longer visible.

Apparently her son confessed when she stepped away from computer and her phone, his friend and him had a playdate, took possession of her device. They just wanted to take unrecognized phone to call to prank their friends and saw her Airbnb messages. They thought that guest was not nice & They tried to protect their mom by writing him a remark not profanity that Airbnb deemed discriminating. Next thing she was banned by Airbnb. Nowadays kids are smart with technology and Host dashboard is open, Airbnb doesn’t require log in or face recognition for every response so its easy to get to it by someone else. Her son was reprimanded. his friend said he is the one who did it and he learned the lesson but the damage was done. Appeal didn’t help as it doesn’t. She was shut down. It’s not right to ban her for child’s honest mistake. She never discriminated anyone ever. She offered to issue official apology to that guest and he probably would of been ok if he knew it’s minor wrote it. I wouldn’t be offended at least. No matter how she pledged they wouldn’t reopen account

I opened account on my name I couldn’t be in such loss having 6 properties sitting draining me every day. They were bought ad Airbnb rental. but actually name was used mine the whole time as I’m the owner and have short term rental licenses. I was told it’s ok but now I don’t know. And after running it successfully for about 1.5-2 years Airbnb banned me for the reason stated above that I’m closely associated with person who isn’t allowed to use Airbnb. I was shocked. Appealed the Removal but was denied by Mona and Eric from specialized team w/blunt response they give to everyone “We gave your case a careful consideration and removed you from Airbnb.” CS was giving run arounds. No one was calling back. I asked to escalate this issue to upper management but was told there will be no one else and it’ll end on that.

No matter how much I pledged that its child’s honest mistake on that person’s account and unless her intentional, which isn’t, Airbnb should look as individual case rather than a generalized case marking as discrimination case & just kick her out. They wouldn’t discuss that account. I understand that it’s ok, she’ll never run her account again but why closing my account? How closely related is close enough to close my account? Mo matter how much I pledged to specialized team - no response. And CS only gives run around an and closes the case.y messages on Airbnb platform are blocked to even CS so my only way of communicating is via Email or phone.

Can you help? what can I do to reinstate my account? I’ve done nothing wrong just being associated with that account Thank you !!

[Bhumika]

Hi @Yana692, Thank you so much for sharing your concerns with me and I understand how difficult this situation must be for you. I noticed your concerns in another thread earlier and shared them with the team that can help with the review. 

I further learned that the Support team has already gotten in touch with you with their findings and relayed the needed information. As we are not a part of the Customer Support team, I may not be able to do much here. But I hope you can get in touch with them again through the Support channels!

[Papia1]

Hi Bhumika 

I seriously hope you can help me to escalate my issue. Like others, I have been trying to seek help for almost a month regarding a guest who is extremely aggressive, made multiple violations and always trying to play defensive by contacting Airbnb and making unreasonable requests.

Every time I tried to contact Airbnb, a new person gets involved who has no clue, does look at the message trail and all they are doing is escalating which still doesn’t resolved.

The guest expects something that not as per City of Toronto by-law standards, e.g. my property has central heating and cooling systems. He is asking access to control it personally. I believe his intention is not transparent. 
I am just surprised like others to receive this kind of host support from Airbnb. We are paying for it, it’s not free.

Every day it is getting stressful to deal with him. He has something or other ever day. He has issue if my co-host responds to him. Since I live upstairs, it’s even difficult to deal with.

Please escalate to the right department so it’s get resolved. 
thanks

[Luxury0]

This is a consistent problem.  I am on the phone with Airbnb almost every day with issues that one ambassador does not know what the other one is doing.  They are all in off shore countries and sit at a phone and are not qualified.  It is a nightmare.  Keep calling and hope you get someone who will assist you without bringing up that you have chatted with others.

[Claudia2279]

Oh, welcome to my world. Airbnb closed down one of my listings that’s been going for 7 years and is a major part of my income, without even telling me. I must’ve phoned about 30 times last week, and spoken to tens of clueless representatives, often with poor English, always badly trained. No continuity. Explaining the same thing to countless of them. Then closing the case over and over before any explanation or resolution. No procedure for escalation or complaints. Terrible. They should be ashamed, a company that big and rich and that badly run. 

[Mallard-Mills-Properties0]

Hello. They shutdown one of my listings too! We’re u able to get a response or resolution. 

[Carina280]

Definitely!! And it seems that there is nothing we can apart of just stop using airbnb... 

[Carina280]

Unfortunately this will never get sorted. I've been trying to use aircover for 2 months because the guest broke my £150 hoover and airbnb says it was due to wear and tear (hoover was 6 months old). Every time they escalate to someone and close the case after 5 or 10 minutes without any further feedback. They are a scam 

[Edward737]

I agree with you 100%. I have the same situation with a guest that has stayed with me and they caused over $3000 in damage. Airbnb requested me to go through the resolution center which I have I sent them all the information needed to get the repairs done I was assigned to Brenda my case resolution person I have emailed her seven times and I still have not received any correspondence back from her. This is totally unacceptable for anybody who has a super host matter fact for anybody who has a customer or a vendor of Airbnb. 

[Uki378]

Social media.. PS..happy to drop Airbnb and rent direct. Airbnb is a scam 

[Kerry517]

Sorry I can’t help with your issue but I have the same problem of lack of accountability and escalation routes.

We are stuck in an Airbnb after having reported an issue 5 days ago.  I have telephoned every day and messaged repeatedly but now my previous chat threads have been closed.  We were told to pack up yesterday as we’d be moved today and have heard nothing since.

I have asked for a supervisor but every call centre person I speak to asks me to go back to the beginning of the issue.  

I have looked for escalation options and there are none it seems.

[Josh2222]

Same here, I called almost everyday in past two months no one look into my case or call me back, very bad service.

[Josh2222]

I am experiencing a similar issue and would like to escalate my case to one specialist or supervisor, but over two months nearly hundreds of calls, without any follow-up or update about fixing an Airbnb system glitch, the support personnel only read their scripts and replied same will will will, then they disappeared when you call again same loop repeat, no one can trust include who present as a supervisor.

[Paula]

Hello @Josh2222, I am sorry about this. 

As you have commented on an older thread, can you please share more details about your situation by starting a new conversation with our members? This way, we will get to know more about the issue and may be our members can help with some insights into your situation.

Thank you.