Guest broke things and got refund

[David3717]

So we had a guest, a family of 14, who checked into the property. Next day they break one shower valve and clog the other shower. Later they complain and get almost $500 in refunds. I had pictures from my cleaners with timestamps on them but the airbnb rep just ignored it and refunded guests with no questions asked. I know these types of things tend to happen. But this is just non acceptable. Any idea how to get real customer support?

[Alex9212]

Wait guest broke the faucet, you paid for repair and then they got a refund for the stay?

[David3717]

Yes this is exactly what happened.

[Alex9212]

@Catherine-Powell can you please help out with this?

[Catherine-Powell]

Hi @David3717  (and @Alex9212),

I am so sorry for not getting back to your sooner, but please know I shared what happened to our executive escalations team.

While I understand this was an awful experience, I'm thrilled to know everything has been settled. Please message here if you need any additional support and best of luck in your continued hosting journey,

Catherine

[Helen3]

Nowhere did @David3717  say the matter was settled @Catherine-Powell 

[Catherine-Powell]

Hi @Helen3,

Apologies for the confusion! Many thanks for addressing it here. I asked our team to review what happened there and they confirmed a resolution was reached, in collaboration with David. I do hope this clarify things.

Warmly,

Catherine

[David3717]

Thank you Catherine, now they wrote the "revenge review" 🙂 Do you guys have policy that doesn't allow those types of reviews?