Hi,
i'd like to express my disappointment and frustration with Airbnb and specifically the case manager, Timothy for Ticket # 31071284.
The guest Ellie, changed the reservation dates from Jan 15th to Feb 1st and out of courtesy I accepted it without any penalty.
On Feb 1st, the husband showed up half hour late and was checked in completely. I provided him with keys and wifi password and asked him to call/txt me if they had any issues/questions. Then he asked about laundry (not included in my listing) and again out of courtesy I said you can use the laundry on Saturdays as it is shared between three units (one on main floor where I live and the second baseme unit which is clearly stated in my listings). He was surprised to find out about yhe second basement unit and said he thought he would have the whole basement. I explained that this info was already on my listing.
Then I went out to dinner but forgot my phone at home and I came back to a missed call from an unknown number without any voicemails. Then before going to bed, I checked my email and saw that Timothy had given me only one hour to respond before cancelling the reservation on my behalf with a full refund to the guest!
In the email he said that the guest claimed the lock was broken which is an absolutely false accusation. The lock to the unit has been working perfectly fine. Otherwise, Airbnb would've heard from all my previous guests. All my 50 reviews are positive which were not even considered by Timothty to at least give me the benefit of the doubt.
I replied to Timothy's email and called Airbnb support at least 5 times to try to find and talk to him but all to no avail. No one at Airbnb has contacted me about this case either and all the support staff keep saying they can't change the case manager and Timothy is ignoring all my requests to talk to him as well.
I'm sure Airbnb says they care about their hosts but they need to prove it too!
Please reach out to me to discuss further.
Best,
Milad Z
