Terrible experience with a "Case Manager"

[Daniel--Rui-And-Tiago0]

Hi all,

I just had a terrible experience with a "Case Manager" named Brynden M and I would like to escalate my issue.

I had a guest expected to check-in today. I called the guest a couple of hours before the check-in and told her I was already in the property and she should buzz the bell upon arrival. The guest agreed to this. Unfortunetely a few hours later the guest called Airbnb to cancel the reservation stating there was no one to check her in (I was home, she neither sent any message trying to contact me nor buzzed the bell).

The case manager decided to send me an email giving me a one-hour deadline to reply to the email. Unfortunetely, as it took me 90 minutes to reply to the email, she decided to cancel the reservation and apply penalties on it. I don't think a one-hour email deadline is reasonable at all.

I asked Brynden to escalate the case but he refused. What can I do? This is incredible unfair and very poor handling by Brynden.

Thanks in advance

[Linda108]

I am not sure what the host forum could do to support or help you, @Daniel--Rui-And-Tiago0.  Appears that the guest convinced Air BNB that you were not responsive for check in and your 90 minute delay in responding to Air BNB seems to validate that. There are many many posts about how arbitrary these Case Manager are but I have seen few if any posts about hosts prevailing.

Some hosts have suggested using social media to "shame" Air BNB into reviewing a case manager's decision.