@Ian-And-Anne-Marie0 @Alexandra316 @Mike-And-Helen0 @Cormac0 @Christopher375 @Briar1 @John2940 @Marie82 @Emilia42 @Flavia195 @Branka and Silvia1
Latest update to my friend's case that I posted about earlier in this thread ...
So the host never received the payout of €433 that the Case Manager said she was returning to his account. He phoned Airbnb. CX agent started to "explain" the EC policy. Host said that he's not getting into all that again, he'd already been through it and the CM had accepted he was correct, and had stated that the payment would be returned to him. CX agent said, "Well I can't see anywhere on the thread where it says that, or where it says you'd be paid out"
So the host checked back, and Airbnb has deleted the entire thread where that conversation had taken place.
Luckily, the host - being well wise to Airbnb's underhand, sleeveen ways - had already screenshotted the entire conversation that CX are denying ever happened, and could send them the screenshots. They're now "looking into it". I'll keep you posted.
****Word of advice to everyone... screenshot every interaction you ever have with Airbnb CX, no matter how innocuous or unimportant it may seem at the time. You never know when you might need them as proof, or to back up what you say.
This is not a one-off occurrence, or one of their infamous "glitches" - I've personally had several Airbnb support convos deleted from my inbox, and have been screenshotting every communication with them for years now. Also, there are hundreds of posts across various STR-related groups and forums from other hosts who've had their communications with CX deleted by Airbnb too.