A few days ago, a guest who had been bookeed for some time contacted me to say that she wished to cancell her booking. I advised her to contact Air BnB in the first instance.
When Air BnB eventually contacted me to say that she wished to cancel and wanted a full refund despite my 'strict'cancellation policy, I inmmediately wrote to Air BnB stipulating that I wanted them to adher to my strict policy and said that I would only consider offering a larger refund if I was able to re-book some or all of the cancelled dates.
Despite this Air BnB went ahead and gave the cancelling guest a full refund. When I complained about this, citing my previous correspondence, they told me that the case was closed and that I would have to submit a new ticket. I did this, and was then told that the matter would be referrd to Case Manager concerned who would contact me in due course.
I was not contacted by the Case Manager, but around mid-day today I received an E-mail from Air BnB to say that if they did not hear from me they would assume thhat the matter had been settled and would close the case. I replied to say that the matter had not ben resolved and that I wanted the case to be kept open.
I still have not been contacted by the case Manager, but this evening I again received an e-mail from Air BnB informing me thaat a a review of the case had taken place, and having considered the evidence that was submittes, a decision has been made to uphold the Case Manager's decision to give a full refund to the cancelling gusest and that the case was now closed.
Well, you can just imagine my consternation and stupefaction at this unfair and unjust situation. Of, course, I want to appeal and complain but where do I go. Air BnB has been the decision-maker, judge and jury and there does not seem to be any impartial arbitration or appeal proces to whom I can appeal.
Has anyone had a similar eperience and what did you do?
This community is great and supportive - please help.
Yvonne
