Resolution Center Not providing a Resolution after our Claim was Validated

[Francisco-A-0]

Need help, ASAP: Very concerned about what seems to be the lack of support and indolence from AIRBNB. As of today, no response from Mr. **. I have sent him three different messages to him… Cero response!

I believe that we do not deserve this treatment from Airbnb. Please tell me: What have I done wrong to Airbnb? Where did I fail you to deserve this lack of response and true empathy? After 28 days and No Resolution, yet, from the Airbnb Resolution Center.  See the most recent Responses No 1 and No. 2 below from Airbnb personnel from the Resolution Center:

Number 1

**

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[Bhumika]

Hi @Francisco-A-0 ,

Would you like to elaborate on the circumstances of your Aircover claim so that other members can help with some insights into the situation?

Meanwhile, I will also share your feedback with the respective team.

[Francisco-A-0]

I am an Airbnb Superhost, eight years, 93 Reviews, Averaging 4.94. On 6 June this year. The guest arrived at the house, a reservation for 14 nights (6 -19 June this year) for a family of five. Immediately after their arrival, another family came to stay with them in ghe house without our authorization. On 11 June this year, another family of five additional people replaced the previous one. At least 12 different people stayed in our house. Seven of them unauthorized. Reported these unauthorize persons to Airbnb Resolution Center on 19 June this year. Submitted plenty of evidence (video recordings, pictures, and a written statement where the guest, when asked, indicated that only five people stayed in the house the whole 14 days. Waiting for 28 days and no response...

On 7 July this year, ** Does he represent the best Airbnb can do for a very loyal Superhost. After this disappointment, I have contacted Airbnb Resolution center, three more times, and I have received the same response, a never-ending transfer to another person more capable to assist us. This is a farse and an easy out, every time total indolence. What did I do to Airbnb to be treated like this?

The only Resolution that I have received, so far, from Airbnb, is that the guest received a reimbursement of $145.00 because, according to the Airbnb Representative, I broke the rules. No one has explained why they reimbursed this guest or what rule did I broke. This guest owes us over $4K and I get penalized, and they are not even responding or accepting our claim.

I hope that AIRBNB Management will find about this injustice and mismanagement to one of their most loyal Superhost. However, judging by the behavior of all the different people that have interacted with us... They have proven to be incapable of helping us at all. What a pity!

This never-ending process of passing our Claim to a better person/Team for a Resolution is not working. I have counted at least twelve instances in which they have done the same thing, time after time: A never-ending story without a Resolution, just inaction and unresponsiveness. This posture is incredible, unfair, unacceptable, and very disappointing. I never expected this kind of treatment from our most respected business partner. We did not deserve this indolence and mistreatment from ours. Airbnb.   

Respectfully, your loyal Superhost,

Francisco A. Muñiz

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[Mike-And-Jane0]

@Francisco-A-0 I can't comment on your case but your response to a 4 star review is hilarious. In Airbnb review parlance 4 stars means 'very good' so berating the poor guest for leaving this score is  a bit unfair.

[Francisco-A-0]

Dear Mike- And -JaneO

First I want to thank you for having taken the time to read about my situation.. To be honest, it really pleases me that you read it. At least you took some interest... I know and understand that you, like me. are just little pebbles in the sands of a huge ocean: AIRBNB!

Now, regarding, my Number 4 review (in all areas), please allow me to tell you the other side of the story:

The guest came to our house with two teenagers boys (his children) and without his wife. During several telephone conversation, he expressed his liking of the house and how much his children loved the house, its location, and all the features we have available for the guests to enjoy. He was so happy that he stated, several times, that he was going to come back and bring his wife because he knew she was going to love it!

Obviously, after all those conversations we had and his happiness with the house, the beaches, I honestly thought that he was going to give us and outstanding review. Well, I was wrong! He praised our house and its features , but somehow, in his mind, we only deserved a complete four (4) in all areas. He is entitle to his opinion.Also, I am entitle, to a certain degree, to choose which guests I will accept to come to the house.

If I welcome this guest into our house, again, I am risking to get another four (4) review, even thought he thinks (told me) it was a great place.

A good book is as good as the credential of the author. I have not written a book, but I have been in 63 countries, lived in 13 of them,: All Latin America, Eastern and Western Europe and all over the Middle East (based out of Dubai) and the Antilles in the Caribbean Sea. At my. 80 years old, retired (oil industry) about four years ago. Worked lived and traveled for 45 years. Used Airbnb in many of those countries and stayed at some of the best and worst hotels in the world. Therefore, when I became a host for Airbnb I put into use a lot of my experiences. Trying to give the guest the thing an experience travel appreciate the most... I know you probably have similar experiences and values.

I know I was not humble in telling you about my credentials, and I do apologize to you for this act! On a positive note, why do not you come to Puerto Rico, to my hometown, Aguadilla, and I will personally show you my country (my island). This could be the start of a great friendship! Think about it!

Forgot to mention that I live in Houston, Texas, but my family and I come often to Puerto Rico!

respectfully and sincerely.

Your new friend!    

[Mike-And-Jane0]

Hi @Francisco-A-0 Thanks for the offer - We may yet return to Puerto Rico when we start travelling again! 

I attach this link which shows the questions guests are asked and what each number represents when they score us. Guests do not understand that a rating of 4 is a fail because they are told it means good or very satisfied. Many people never give the highest score on a scale on principle but equally I am sure they do not realise how damaging a score of 4 is on Airbnb!

[Bhumika]

Hi @Francisco-A-0, I am so sorry to hear that the claim outcome was not what you had expected.

I have merged your previous post and the current one to keep all your conversation in one place. I also reached out to the Support teams and got to know that they have already reached out to you with the resolution.

[Francisco-A-0]

Dear Ms. Bhumika:

Their statement is not true!. I have never received a formal written Resolution. Mostly what I have received is a lack of support and or real empathy. Dozens of " I am sorry... We apologize," etc., etc. Empty words and no real action! That does not hack it!  If they did so, and offered me a real Resolution, and I am wrong, then ask them to answer the following questions: Who, When and What?

We have been at this for exactly one month. After 12 different persons (I stooped counting after 12), different time zones, and never ending situations in which I had to keep repeating my facts and they kept transferring me to a better person or team that could handle my claim... Eventually they stated that my Claim had been validated... and that was about it. Oh!... Forgot to tell you: The guest was given a reimbursement of $145  from my pending money because I broke the rules! What rule? No one explained to me what did I do wrong!  This guests owes me thousands of dollars according to my claim. Why did not AIRBNB deducted it from what he owes me? 

Eventually, on 9 July, this year,  a person,  identified as a supervisor, told me he was going to take care of my claim. It was being  sent my to a team that had experience handling situations like mine. I wrote three time to this person asking about feedback, but never had the decency/courtesy of responding. Does upper management knows that a Superhost (eight years with AIRBNB) is been treated like this (Indolence and ignoring a loyal host)? Does this person realizes the damage he is doing to the AIRBNB image and reputation? If someone is interested I could provide, name, times and messages I sent! Because of this person behavior, I am sure that other readers of this claim my start getting  the same feeling and opinion like the one that it is growing in my mind.... 

Ms. Bhumika, you are my last hope! Be a hero and save AIRBNB from the damage this person is doing to the reputation of AIRBNB. Be my voice! Ask my questions and, please, get me a formal, written Resolution. Is this too much  to ask?

I do not know if you are a collaborator, advisor or even an employee of AIRBNB. All I know is that you are, a person, hopefully an honest human being. Can you do the right thing, and bring my situation, my validated Claim to a level of management that could at least understand our distress?

I am too small  to fight this Goliath! Only you can help me. my last hope!

Sincerely and respectfully, your loyal Superhost of eight years!