Airbnb Customer Service

Hadrian1
Level 8
Los Angeles, CA

Airbnb Customer Service

Hi, I have a resolution request. A guest put a gum on my couch. It was multiple gums, and it was very thick and hardened. We had to call the professional service to steam and extract the gum. I sent the pictures and receipt to Airbnb resolution request. Out of $240 stated on the receipts, Airbnb only paid me back $90. They said their decision was final. Airbnb rep was so arrogant. No one ever contacted me back to provide an explanation. When I called Airbnb, the rep simply said the decision was final and they have to uphold it. The rep refused to transfer me to her supervisor. Has Airbnb now grown so big that they become so arrogant?

4 Replies 4
Dave-and-Deb0
Level 10
Edmonton, Canada

Hi @Hadrian1

 

We here this over and over again and it is true, once they make a final decision, it is absolutely final.

 

This is covered in their Help Article where it states, "When you involve Airbnb, our team will be notified and a dedicated team member will be assigned to your case. They’ll review the information provided by you and your host or guest, before making a final decision. In some cases, we may need to contact you to gather additional information, before we can make a decision."

 

This can be found here: https://www.airbnb.com/help/article/767/what-is-the-resolution-center

 

 

David

Superhost Ambassador ~ Host Club Community Leader ~ Experienced Co-Host

how much did u earn since u joined

i have failed to earn any coin from payonner account

 

I understand. But they should provide explanation of why the case was denied. Actually, another case manager was able to re-open the case today. They find my case to be valid and compensate me of what was requested. But it was a long battle to have this case re-open. I do wish the rep that gave me a hard time the first time and the one that make arbitrary judgement as she pleased to be retrained. I provided evidence, receipts, and everything that she requested. Her excuse for not giving me the full amount was "because we are not sure if the guest did the damage or not". That is a slap to my integrity. Why would I leave a gum to my own couch?