Two Airbnb call handler called Ionut and Michael have inflicted a grave injustice on me:
can anyone reading this let me know if they know how I can get it fairly resolved please?
They have unjustly cancelled a booking without even phoning me, because the guest changed their mind on the day of arrival, with no basis to justify cancelling! These two staff have alleged there's been a "violation in terms of service" but its untrue: There has been NO violation in terms of service from my side. It is difficult to believe that the customer service at Airbnb could be so poor at times like this - and now they are both covering each other's backs and misleading me that the matter is "closed" - which is a Draconian way to behave.
Neither of them appear not to have read the thread and factual submissions I have provided and instead they have acted on HEARSAY and lies told. The guest had not told her group anything about the booking, did not give them the floorspace /size and relevant details, when they'd asked for a huge place which doesn't fit my description! Instead of making the best of it, the guest resorted to lying to Airbnb, and pretending there were service violations when there were not - lying there was "broken glass" endangering her 2 year old when there was not, alleging a table leg was "broken" when it was not, even misleading Airbnb that the accommodation was "dirty" when it was spotless and had 5 hours spent cleaning it earlier the same day!
These guests from hell left used coffee cups and a mess all over the kitchen then left - and Airbnb's call handler, to my horror, gave them a full refund after they had pretended they were "the host" (me) in order to access a full refund. It showed up as "host cancellation". When I raised this issue and complained,Ionut (who was responsible for these inexcusable errors) then changed it to "admin cancellation" and pushed it under the carpet, saying it was "closed". This incensed me even more - it was bad enough having my livelihood stolen in effect, let alone having lies told and a stubborn refusal to resolve things. It is now a whole week later and I still have not had the payment I am entitled to.
Airbnb’s employee, Ionut, has not complied with his mandatory obligation to speak to the host. There was no attempt made from his side to contact me as Michael (who took his side based on pure hearsay and fiction) which was averred. No phone call, no opportunity for a 'fair hearing' whatsoever.
If Ionut HAD contacted me by phone as I was promised, he would not have done the refund. I feel it is incumbent upon Airbnb to indemnity this huge blunder by Ionut. The fact Michael has now sided with him has made things even more distressing.
The fact he made a refund based on misrepresentations and hearsay is inexcusable and must now be out right. I am owed £814 for this booking. I've asked them to Please authorise this to be paid to me immediately as Airbnb is contractually bound to do.
I have raised a complaint about the maladministration and mishandling of this matter.
I’m very disappointed at the bad experience I’m having on account of wrongful unilateral decisions being made without first checking any if the facts. This matter isn’t closed as Ionut and Michael have unfairly asserted..
It’s apparent they aren’t even liaising with their higher management over this.
Airbnb are contractually bound to pay the booking fee to me of £814 without delay, and to take proper note that there was been NO contractual violations from my side whatsoever.
How does one get through to the senior management at Airbnb? It has huge weaknesses in its admin set up, it appears. I am very upset about this
There's little that's worse than when open communication completely breaks down and injustices abound.
Thank you
Liz
