I had a 90-day booking. The guest wanted to leave two months early. For weeks, multiple AirBnB representatives agreed with me that the guest would not be refunded. Then out of no where, Kaitlyn contacts me and tells me they are refunding him a month. I ask to speak to her supervisor. A few days later Amber called me with the same verdict. When I asked to speak to her supervisor she let me know that "she is the last line of supervision."
Really? I said. "Is your name Brian?"
To which Amber replied with a laugh "Brian doesn't get involved in these matters."
Brian really should get involved.
I have been damaged by a guest that has a pattern of leaving early (based on previous reviews) and he is being allowed to provide a review.
I have no choice now but to severe my seven year long relationship with AirBnB for all six of my properties. It's upsetting because I always travel with AirBnB. I have written op-eds in favoring of home sharing. I have testified in front of elected officials about the importance of home sharing. I have opened my home in several disaster and refugee situations. And, of course, I have enjoyed a significant income from my properties.
But, like all relationships, when the trust is violated, things just aren't the same.