good afternoon, this is my first time posting so bear with me guys and any help is very much appreciated.
I have a reservation where a guest complained about a few things and went directly to Airbnb to cancel their reservation after 4 days of already being checked in and well, Airbnb failed to notify me of their decision and basically refunded 90% of the guests reservation without consulting with me. I rather just post the email
chain below as it’s too much to type but basically, what can I do to dispute Airbnb’s decision and how do I file a formal complaint against an associate?
**[Private conversation removed in line with Community Center Guidelines]
Excellent! I am so glad to hear you got a satisfactory resolution to this case. It is certainly worth fighting your corner sometimes, even though the process with CS can be so utterly frustrating and disheartening. Good news for all of us!
I was just thinking of the difference between say, airbnb and a credit card company.
I've only disputed a hand full of charges my entire life, but never once did I feel that the credit card company was biased against me, as the cardholder, or vice versa, was biased against the business, I always had confidence that the decision would be on provable facts and it would never even occur to me that a ccc would make a decision against their own policies.
With airbnb, it has more of a casino vibe, anything can happen, reps don't know the policies or how to apply them, decisions are made, then reversed, then reversed again, evidence is ignored, sometimes a he said/she said case can't be decided, other times, it can But there is always an overwhelming sense that airbnb wishes to decide against the host. So odd.
Agreed, I feel that way too. Although eventually, Airbnb gives me the benefit of the doubt and ends up working in my favor (I just have to go the extra mile and have my grounds covered).
I will say this, I also host my house on VRBO and they are extremely biased and don't back up their hosts for NOTHING. At least with Airbnb, if you can provide concise and accurate information, eventually it works out for you. Can't say the same for VRBO...
@Jimmy225 Interesting, we were going to list on VRBO after finally getting fed up w/airbnb's bizarre set up, I'd always heard that VRBO treated hosts better in general than airbnb and have never hears anything like the crazy train stories of CS madness that make up so much of this forum. But, I'm glad you got your issue resolved.
I just did a quick Google search of VRBO reviews, and of course they are complaints. What I did notice is that many reviews, especially from March to May, stated that VRBO didn't give refunds, and the reviewer glowed how Airbnb gave refunds. It appears that Airbnb's strategy to remain competitive in the short-term rental market is to be generous with guest refunds even if its unfavorable for some hosts.
I was signed up with Homeway for a couple of years, but never received a booking. Would you please elaborate on why you say Vrbo never sides with the host?