I had a host cancel 3 hours before check in after my flight landed on a trip with my 2 and 4 year old. I called airbnb and spoke with Gerald and advised that similar accomdations would cost about $2500 which is more then I paid for the airbnb and he confirmed they would reimburse the difference. In the next few days he sent several follow up messages asking for a hotel reciept which I didn't yet have as it wasn't given until check in. After I uploaded the receipt I recieved no response for a week so I called airbnb. The rep I spoke with offered to reimbuse 50% of the difference at that time, I declined as Gerald had told me he would reimburse the full additional amount, she said she would ping Gerald and he would contact me. After another week I called again and spoke to a different rep who assured me Gerald would call back, this rep stated that generally they would only offer 10% of the additional amount so I'd have to speak w Gerald. After another few days and a few more calls I recieved a message from Tristan who indicated that as a "courtousey" they would refund what I paid for the airbnb that was cancelled but nothing beyond that. After multiple calls and long holds and being hung up on multiple times I spoke with a rep named Patrick and pled my case. Patrick put me on hold and came back and indicatated that they would reimburse the full differnce and I needed to add a payment method to my account. I confirmed multiple times with Patrick that the decision by Tristan had been overturned then sent a follow up message in the app since Airbnb doesn't keep to their word and Tristan indicated he would review the call. I finally spoke with him a while later and he told me they couldn't locate a copy of my call with Gerald, they couldn't locate my call where the rep offerred 50% and when he listened to my call with Patrick half the call cut out and he could only hear Patrick educating me on adding a payment method for the "courtesy" refund. Eveytime I try to talk to someone above Tristan I am put on hold and the call eventually drops. What options do I have at this point? The call center is worthless as they continually lie, hang up on me, and ignore my message in the app. Is there a formal appeal process I can take or do I need to go to small claims court arbitration if I wish to take this further?
