Hi Airbnb Community, I am a host and
I would like to formally request that my case be escalated to a senior member of the support team. Anyone know how to do that please? The person currently handling my case has been unhelpful, dismissive, and has not addressed the issue with the seriousness or professionalism it deserves.
The way this case has been handled is completely unacceptable and at this point, I no longer have confidence in the current handler’s ability to manage this case fairly or effectively. I expect immediate escalation to someone capable of providing real support.
To clarify the situation:
- The guest damaged my sofa, and I have already submitted photo evidence and supporting documentation to request reimbursement for the damage.
- Shortly after, the guest attempted to shift the focus of the case by submitting a noise complaint. At the time of the complaint (Saturday), I responded promptly and offered the guest the option to check out early and receive a full refund for unused nights.
- The guest chose to stay until Monday and used the property in full.
- Now, after the stay is completed, the guest is attempting to claim a refund while refusing to take responsibility for the damage caused.
This is completely unreasonable. A guest cannot stay the entire booking, cause property damage, and then attempt to avoid responsibility by citing an issue that was already addressed and for which they declined a solution at the time.
I really need help please.
