Airbnb Customer Service - Refund

[Brendan29]

I had a horrible experience with a guest in December doing drugs in my home. I asked the guest to leave and they left with one day left in their stay. Airbnb customer service rep Jim S. emailed me and i explained and he said it was perfectly fine for the guest to be doing drugs in my home. He actually wrote this. I have the emails. I contacted Airbnb customer service on Twitter and they sent me a private message saying they would refund a $68 charge for me asking the geust to leave. I see today they charged me the $68 and I want this refunded back to me. I should not have to pay for asking a guest to leave when they broke the house rules and also committed an illegal act in my house.

Furthermore, Airbnb have no email to send in my complaint or even a form. How do I talk to somebody to get a proper resolution.

This is horrible customer service.

[David126]

Twitter worked last time. I would give that a go.

[Helga0]

@Brendan29, 

do you rent a an entirr home or a room? Which kind of drugs - are they illegal in Canada? And how did you know about the drug use?

Last time I read the airbnb terms, but they change all the time, it was not permitted that the guest do illegal activities in a rented space. 

[Helga0]

Sorry, @Brendan29, I can only write smal pieces on the phone 

i would answer to this Jimmy, that I formally contest the decision, as drug use is excluded by the General Terms of Service. Guests have to abide by the laws of the country and consumption and possession of the substance is illegal. The guest's behaviour could incriminate you, if tge drugs were found in your home / could endanger children...

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[Helga0]

You can answer to received mails, as the email server needs the header to distribute a mail to the wright perdon / country / language. That's not unusual for big companies. 

You can open a claim via the resolution center or better call them, to get another person and this person will send a confirmation of the call, which gives you a new mail opportunity. 

It's possible to have a file open with 2 different ones. 

Good luck. 

[Brendan29]

for some reason each time I reply to the originl email, I get a bounce back from Airbnb saying they don't recieve it. Does anyone know of a customer service email or contact form on the website? I can't find any. That's crazy considering we hosts are their income stream

[Branka-and-Silvia0]

@Brendan29 

https://www.airbnb.com/help/contact_us  scroll down until "my question is about something else" or on twitter find Airbnbhelp and send them message

[Sue185]

This confuses me as well

I have a guest currently breaking my house rules as well as he is smoking on my property and my house rules are very clear we do not alow smoking

We has hosts work so hard to make nice places for people to stay and where is the support from Airbnb

I hope this works out for you and I will follow what happens as I have a bad guest at the moment too