Hi Lisa thanks so much for your generous time taken to assist myself, I've had a rocky ride so far since posting here! I've listed on Airbnb for 5 years this December and I assure you I have had the utmost respect for my Airbnb communications, I've felt very supported with very few guest nor staff incidents if any.
However I've escalated my case 3 times over past few days and still have yet to have it resolved correctly. What I'm most surprised at is the lack of sophisticated higher level management right now in Airbnb support, why is this? The thing is I'm eventually transferring all 3 listings to new managers but doing so one guest home at a time, I have no intention to drop all right now, I'm naturally pacing myself over a few months. It's taken a month just to locate the right replacement managerial solutions-all 3 listings are owned by different clients. Having found the current manager ready to go, I'm training the next one right now myself-to give her a head start (might as well use my accumultated knowledge for good). This trainee manager is co hosting with me so I'm learning what that's about thanks. She's putting together her own listing of the same property in order to be independent-not yet live. That's the point I need to bow out gracefully with a win win win win. Believe me it would be easier to cancel all in my current situation!
I could really do with support on this it has been a shocking few days of miscommunication whereby I escalated my need for help in following the correct temporary cancellation protocol from an Airbnb support guy Chris. Chris didn't understand my request so he advised a higher manager will contact me that same day. The higher manager Ellen took his word without any prior communication with me (?) and cancelled all of my three listings bookings ahead- I have 3 properties and she cancelled guests on all 3! Not only that she informed them all of my private medical issue! I firmly told her all 3 of these actions were a remarkable and unnecessary mistake and she should surely have spoken to me first to find out what I wanted and that I needed her help to reassure my customers that all of their bookings are firm? And that I desire only one of my listings to be transferred to a new manager at this time and could she please reassure them and help them to rebook via the link. Today I find this letter! Which explains my ongoing challenges! Can you imagine how surprised and fearful my customers have been? I feel for the confused affronted guests (I'd already written to them individually to reasure them that their booking is safe and they'd gain help to rebook plus I forwarded the link myself.) I specifically asked Airbnb to back me up and assist them feel secure and rebook! I feel for my new managers and my future attempt to do this twice more.
In addition I already had a support ticket open a month ago that I kept saying please keep open I'll get back when I have the solutions in place. I dont know why this was cancelled?
Dear hosts I ask you to put in place all assurances that your case manager understands fully your request to instill a new manager of your listing and that you intend retaining all bookings so that everyone wins.
Ellen P., Oct 16, 01:32 PDT: |
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Hi Dave,
I hope all is well with you. My name is Ellen and I am one of the Case managers here at Airbnb.
I'm so sorry to hear that your host Ruth, cancelled your reservation for your trip to Hobart, Australia. I can only imagine how frustrating this must be for you. But need not worry for Ruth have this wonderful listing that you can book in exchange to hers. This listing is with Airbnb as well and the host is one of our Superhosts too. So I am pretty certain that you will love the place and will be accommodated properly. Here is a direct link to that listing:
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By now, you should have received an automated email from Airbnb informing you of the cancellation, and containing instructions on how to transfer your original payment to a new reservation through Airbnb. Additionally, you may have noticed some information about a potential financial credit to apply to your new booking. This credit is provided by Airbnb, to help you with any cost increases to your reservation total. Essentially, if your new reservation ends up costing more than your original, we'll cover part of the payment to your host.
The listing that is being offered to you has the same price so you should not worry anything about it anymore. Just a gentle reminder though, please make the booking within 3-5 days from today because the new host is reserving the dates for you guys and can not afford to decline other guests just because they are waiting for you to book. You may confirm if you'll be booking with Ruth and she will give you the details of your new host. Or you can simply contact the host and let them know that you are one of Ruth's guests that is suppose to book their property.
Need not worry Dave, if you need anything else, we are just here to help you out. For more details, you may contact Ruth for this.
I will now be closing this ticket but send me an email if needed be.
Kindly,
Ellen P.
www.airbnb.com/help