Escalating a complaint after terrible customer service

[Eline5]

Hi there, am reaching out regarding a guest that brought an extra person to the apartment. I found out during her stay and messaged her that I charge extra for the 4th person. She messaged back that she indeed took her uncle but didnt think she'd have to let me know as 'there was enough space'. She proceeded to stay the last night while knowing about the extra charges.

I reached out to airbnb, asked for a resolution and sent the conversation which clearly states she admits to bringing a 4th guest.

After 2 weeks of getting hardly any  responses from a case manager called Maricel, who assured me that 'if the guest brought an extra person, they have to pay for it', she now says the guest doesnt want to pay and that I have to prove with a video that there was an extra guest, as 'the conversation is not valid'. It already is a nightmare getting in touch with this case manager, but putting the ball back in my court after the guest simply refuses to pay or respond while the proof is there, is absurd to me. Airbnb allows guest to take great advantage of hosts this way.

How can I make sure I receive the money this guest owes me?

[Mike1034]

@Eline5  You may try to use Airbnb twitter. Ask them to take a look at your case.

Airbnb case manager always uses the delaying strategy and hope that the host is tired of it and finally gives up.

Good luck!

[Helen427]

@Eline5  So sorry to hear you have this issue, however how would a video work?

Did CS give a reason as to why?

Do you have CCTV cameras in or around your home that you disclose in your listing?

If so maybe that is an option you could use to go back through to see if there's camera footage.

Meanwhile it seems to be an extreme measure to go to to reasonably resolve this matter.

Have a look using related keywords in the search box as to how others here in CC have addressed similar situations and see if they have had successful resolutions and use their examples as an example.

All the best

Central To All Home & Location

Auckland, New Zealand

[Helen3]

In a situation like that it is always best to raise a request for the extra funds then and there when you discover the extra guest. @Eline5 

Give them a deadline in which they need to pay or the extra guest needs to leave.

if you leave it till post check out it’s always much harder to collect.

Having said that do follow up on social media with Airbnb as you have tge guest admitting it in writing.

[Eline5]

Thank you for your response Helen, Unfortunately the guest has already left, but I will follow up on social media. Thank you! 

Eline