Hi there, I myself am new to Airbnb and customer service with Airbnb has been extremely unprofessional and rude. When I first started it was really nice. But the starting of 2019 has been horrible and I can never get my situations resolved and I keep getting the runaround over and over! Not sure who can help me or give me advice. In the last week of January I had an ER in my immediate family that turned out horrific and such a tragedy! I called Airbnb to explain the situation and that I had future reservations that I could not accommodate bc I wasn’t going to be out of town and wouldn’t be there and I was told that they would handle it and notify my guest. Well Airbnb never notified my guest I actually had to notify them each of my circumstances and later my ER became tragic! I lost my 8 year old grandson to a brain tumor and ended up loosing his battle just a few days before his 9th Birthday. So long story short Airbnb requested me to show proof and wanted me to explain to them what and why I couldn’t be there to just after advising them prior. I later found out they did that bc they wanted to record my conversation. So the day my grandson passed Airbnb ask me to show proof of his passing that same day bc they were going to Penalize me for my cancellations. So here we are now in March and I am back home and I am finishing out my responsibilities to my guest in March thru September and so far in March I have had 4 bookings already and pretty much booked until September they are keeping my payouts bc the cancellations even though I provided my grandsons Obituary. I have asked for Customer Support to help and they keep saying I should have received my payouts already while other support staff say they are holding my payouts until my acct unfreezes bc the cancellations. So does anyone out there that are hosting can help me. I was a Superhost with s 4.9 ratings and bc of this they took that as well away from me. How do I back out and what should I tell my guests if I continue and if I do continue how am I supposed to get paid????
