SHORT story - guest came and left, and took with them my keys and building fob (guest confirmed in AIRBNB CHAT) on New Years EVE. I had another guest arriving and was REQUIRED to cancel, and did so using a support agent who canceled with no penalty.
Guest who took my keys said they could not come back as they had left the country already.
Building only offers 1 FOB to all registered AIRBNB units - and you NEED that to access garage, elevators, gym, pool, lounge etc. basically all the amenities.
Booking income coverage is very clear and I claimed it. Specialist replied that it's my responsibility to have a spare key (nothing about fob, and no policy saying this was cited) and that the booking was not canceled due to the lost key (clearly it was as confirmed by the airbnb support agent in inbox).
I had clear messages from Airbnb support saying they are canceling the booking due to the lost fob and no penalty to me. The booking (that had to be canceled) was made BEFORE the incident occurred. And the incident clearly left the unit amenities the incoming guest booked inaccessible. (The FOB would take about 1.5 weeks to arrive, as it was new years, and Canada Post was on Strike)...
So I mentioned this to the specialist - sent an email, and another, and another, since it had been 15 days with no reply. And there is still no reply. Essentially she gave me a reason that had nothing to do with the amenities being inaccessible, and lied to tell me it was canceled due to some other reason....and said the unit was still in operational condition (in my reply i cited clear policies requiring ALL AMENITIES to be available and functional BEFORE guest arrival - of course, no reply).
is anyone from AIRBNB able to help with this?
