How can I do a formal complaint against an employee decision?

[Leonardo542]

I received an absurd decision from an Airbnb employee and asked to escalate the subject but was refused. I need a formal channel for complaints or will go to court against the company

[Anonymous]

The appropriate department for a complaint would depend largely on what the nature of your problem is. 

Seeing as how you've already stated in your profile (in response to a host cancellation auto-review) that you intend to take Airbnb to court, you'd appear to be beyond the "complaint" phase. At this point, your communications to the company should probably be going through your lawyer.

[Leonardo542]

Thanks for your help, I received an email yesterday solving the problem.

[Lisa723 · Accepted solution]

@Leonardo542 @Anonymous 

Refer to dispute resolution terms of service for your country; in the US the options are small claims court or arbitration:

https://www.airbnb.com/terms

You might also try just calling back and opening a new ticket.

[Leonardo542]

Thanks for your help, I received an email yesterday solving the problem.

[Sheryl129]

How do I file a complaint against an inexperienced support specialist who over turned my strict refund policy with no specific reason. Just because she felt it was ethical. Not extenuating circumstances or within Airbnb’s policy terms. I had already spoken with several support specialist before her and the reassures me this would happen and I provided supporting documentation. She still refunded a 3 party booking full refund when he cancelled 2 days before check in.