Hi Guys,
Hoping to get some clarity on the investigation process.
Apologies for detail below, but i guess I'm trying to be heard so need to put something to open this conversation.
I've previously posted about receiving a revenge review from a guest that we called her out on bringing additional guests .
In summary, customer booked for 2 (obviously that means they changed the preset minimum booking from 1). We saw them when we were leaving the house next door which we are renovating with 5 guests in the driveway, so very politely sent a message to request if i could adjust the booking. She agreed to the extra charges and said she didn't realise she needed to set a guest number, and also added that she felt very uncomfortable that we addressed her in that manner and felt it was inappropriate to watch her family (or something to that effect). Advised her that we were putting rubbish out and getting in the car and didn't feel it was appropriate to interrupt her with her family.
So comes the ratty review, which she accused us of having cameras thought the house, and we watch the guests. We appealed to customer support as it was slanderous, unproven and definitely untrue - we do have front and rear security cameras, which we do declare on our listing. The review was removed.
However, the guest was obviously not happy that her review was removed and has now escalated the complaint and been referred to a case manager. Our account has now been limited and not showing in listings. We received an email advising us of the investigation and wanting to set up a call 10 days later - meaning our listing would be off for 10 days. I asked for the call to be the next morning but advised that the case manager was now on leave and returning 10 days later, and so was referred on to another case manager. In the meantime we sent all details of the property security system, detailing and giving examples of the camera images. We also sent all correspondence we had with guest which was extremely positive up until being caught out.
I have received an email advising that they had received all information and they were reviewing.
Its now been a week and all we are being told is that its still under investigation.
So my last email was asking if there are other accusations being made as I would have assumed the info we provided would have been enough to clarify the situation and have our account reinstated.
I'm trying to understand what the investigation process entails, and how long it can take?
And is there a way to actually speak to someone at ABNB that this can be escalated to? I don't want to offend any of the CM's but when you are innocent and at the mercy of a guest making false accusation and your investment and all your hard work is put at risk, you just want some urgent assistance!
Thanks
Alastair