Hi Community,
I know there have been several cases and conversations like these before, but does anyone have a contact info of a high Airbnb person who can really help with issues with Case Managers? This is the third time in 1.5 months that Airbnb Case Manager's have violated their own Airbnb policies in their decisions about cases, leaving us with a ton of costs and bills from damages. After sending them screenshots of their own policies, they are fully ignoring any emails from us, denying to involve their Supervisors or even explaining the policy violation. In one case we actually had over 10 Case Managers involved, wasting a ton of hours on this until finaly one lower Customer Service Rep noticed that violation and faught with us (which was about a payout issue where a case manager falsly changed our payout to over $1000 less and where I had to copy/paste and explain their own long-term reservation cancelltion policy to them). 2 damage claims thought got fully decided against us and against their own policies. After several calls, every time they want to forward me to a Supervisor, the call gets dropped and disconnected and all emails and proof is getting ignored. All they say is I have to accept their decision no matter what or I'm getting nothing. Everything else is getting fully ignored and I have tried to involve someone higher but the only person it ever gets forwarded to are the same case managers who claim to be the highest persons for those cases. I'm furious how they can violate their own policies, which is a contract they made with us when we started listing our 22 properties with Airbnb. We don't even get the ID's from the guests and then Airbnb is letting us hang and going against their own contracts. I'm trying to find out how I can file complaint reports against those Case Managers who clearly violate the policies and should not be allowed to even decide 1 single other case.
