This is clearly a sensitive and dangerous legal issue in the Safety Department spanning multiple reservations.
Airbnb employs an Ambassadors to resolve sensitive legal issues, namely privacy violations.
I guest complainED I entered his unit and quicly provided written permisson to enter the unit and the investigation was close
I the ambassador IVO that not properly trained and mixing up tickets from multiple unit. He does not understand the investigation process and communicaed with hosts and guests acording to his own rules, of the process in bizarre manner.
This is dangerous and I keep getting form responses that tell me Airbnb will nor revisit an investigation -- but I am NOT disputing he investigation. I am reporting and Ambassador that is a threat to the community and requires supervison because he randomly called the resolution center 20 days later and issued a refund for no possible reason
He accidentally merged two investigation tickets, one for mine and another guesit cam involving security cameras He also created multiple tickets
. My ticket was cleared quickly – just a guest trying to circumvent the refund policy claiming someone entered his unit. I quicky provide a response with written permission to enter the unit to change a bulb, and proof that a delivery had been made to a common area.
While communicating with Airbnb, On Sept 3 Ivo accidentally merged a complaint about another host having security cameras with my complaint and began asking me about this issue with other host is (See attached file – support notes) This ticket is still merged
I have provided the notes on my portal and the attachments sent to airbnb becasue it is serius
IVO stated in his email to me confirmed he had been confused and merged the my ticket with other hosts, and then did not know how to close out any tickets on the system so he is leaving them open and put in his own process.
The following occurred:
- August 29, 30, 31 – Sept 2 - aguest (20 years old, with no prior reviews) checked in
- Sept 2 – guest and got fired from his job or the his client cancelled the work and he wanted a refund
- Guest said he would contact Airbnb for extenuating circumstances abd wanted a refund and to transfer the reservation to another guest.
- I offered him a generous refund. He wanted a 100% refund
- On Sept 2 -3 To get a full refund, the guest filed a Complaint of a security violation stating I entered his unit. I cooperated with the Airbnb 72- hour investigation provided copies of written permission to enter change a light bulb and written permission, (attached)
- The investigation was to be closed in 72 hours. My accoint was never suspended. I received notification investigation was closed. Airbnb,did NOT cancel the guest reservation and was required to uphold my policy
- On Sept 13 – the guest emailed lVO outside of the process in an investigation that was supposed to be closed, I promptly sent pictures showing the delivery of bedding was made to a common shared hallway.
- I received duplicate emails from Airbnb the investigation was closed and thanking me for cooperating on the Sep 4, 8 12 and 17. My listings were never suspended
- If there had been a violation recorded, the reservation would show “cancelled by AirBnb” within 72 hours.
- Because I had not committed a violation, cooperated with the investigation and no security violation had been found. Airbnb was required honor my cancellation policy and required the guest to cancel.
- On Sept 8, outside of the process, IVO emailed me to confirm the guest was in the unit on the 8th. This was irrelevant , since it was up to the guest to cancel and request a refund from me .
- I cooperated in having someone go to the unit and knock.I wrote to Airbnb guest appeared to the unit unit until the 8th and did not return keys – the television was on, , laundry was in dryer in the common area
- I could not enter the unit absent an emergency. I am not permitted to cancel as a host . IVO’s involvement should have ended on September 5. Investigations are supposed to be completed in 72 hours . The new complaint about the delivery was not raised until the 13th
- On the Sept. 17, I received notification the “guest cancelled” and I could rebook my unit. This was properly documented as a cancellation by the guest subject to my policy
There is a difference between a cancellation by Airbnb 72 hours after an investigaton and a guest cancellation 20 days into the reservation when I was not allowed to enter my property
However without any communication with me or anyone at Airbnb, IVO called the Eesolutions department and told them to issue a full refund after 20 days and provided the reason the guest “never stayed in the unit.”
IVO objectively knew this was not true based on email exchanges between the guest and me on from Aug 29 to the 3rd and IVO either committed fraud or was not competent.
Airbnb supervisors in other the Resolutions Department readily saw the erro and wrote to IvO the Safety Team to “take the loss” on behalf of Airbnb. One Resolutions Ambassador comment IVO did not follow policy and was biased toward a male guest and kept communicating with the guest and for weeks after the investigation was over,
, without me involved, coaxing him to provide for additional false information after the reporting deadline . ( I cannot see these communications—the Resolutions team told me about them)
The Resolutions team could not address the issue because the Safety Team had the ticket and had to “take a loss.”
I requested IVOs supervisor and IVO refused to contact his supervisoand had another ambassador call me and pretend to be a supervisor. The Resolutions Department escalated it.
Today I received a auto-reply message saying I cannot dispute the results of an investigation
I explained I am not disputing the results of an investigation resolved in my favor, but rather the call by IVO to issue a full refund on a “guest cancellation” 20 days into the reservation.
I have no idea what tickets the supervisor is looking at .
]
I have lost a month a revenue. My unit is damaged. The shower head was ripped off the wall. r A television remote appears to have been against a wall. I did not get keys back and had to have the locks changed. I have $611 in damage receipts, but cannot file a claimt because an Ambassador at Airbnb falsified records and said the guest was never there. St
It is undisputed that the gusst was in the unit Aug 29, 30,21, 1 and 3 by his own texts – long after the 72 hour reporting period I have hosted 60 reservatins. I have two identical units and a third unit occupied.
It is also important to note that the refund IVO issued was for more than the payout, after I lost access to my locked unit from August 29 to September 17 until the guest finally cancelled so we could enter the unit
I have hosted more than 50 reservations without incident I will not be paid for the next month because you are now withholding those payments
I do not want to host for Airbnb until I know there is a functioning Safety Team, and I imagine guests would not want to stay without an audit of IVO’s tickets to see if the merged tickets were investigated.
I have been a host for 2.5 years and hosted 50 reservations. This is clearly a sensitive and dangerous legal issue in the Safety department spanning multiple reservations.
Airbnb employs an Ambassadors to resolve sensitive legal issues, namely privacy violations.
I guest complain about I entered his unit and quicly provided written permisson to enter the unit and the investigatin was close
I came across and ambassador IVO is not properly trained and mixing up tickets from multiple unit. He does not understand the investigation process and communicating with hosts and guests acording to his own rules, of the process in bizarre manner.
This is dangerous and I keep getting form responses that tell me Airbnb will nor revisit an investigation -- but I am NOT disputing he investigation. I am reporting and Ambassador that is a threat to the community and requires supervison
He accidentally merged two investigation tickets, one for mine and another guesit cam involving security cameras He also created multiple tickets
. My ticket was cleared quickly – just a guest trying to circumvent the refund policy claiming someone entered his unit. I quicky provideda response with written permission to enter the unit to change a bulb, and proof that a delivery had been made to a common area.
While communicating with Airbnb, On Sept 3 Ivo accidentally merged a complaint about another host having security cameras with my complaint and began asking me about this issue with other host is (See attached file – support notes) This ticket is still merged
I have provided the notes on my portal and the attachments sent to airbnb becasue it is serius
IVO stated in his email to me confirmed he had been confused and merged the my ticket with other hosts, and then did not know how to close out any tickets on the system so he is leaving them open and put in his own process.
The following occurred:
- August 29, 30, 31 – Sept 2 - aguest (20 years old, with no prior reviews) checked in
- Sept 2 – guest and got fired from his job or the his client cancelled the work and he wanted a refund
- Guest said he would contact Airbnb for extenuating circumstances abd wanted a refund and to transfer the reservation to another guest.
- I offered him a generous refund. He wanted a 100% refund
- On Sept 2 -3 To get a full refund, the guest filed a Complaint of a security violation stating I entered his unit. I cooperated with the Airbnb 72- hour investigation provided copies of written permission to enter change a light bulb and written permission, (attached)
- The investigation was to be closed in 72 hours. My accoint was never suspended. I received notification investigation was closed. Airbnb,did NOT cancel the guest reservation and was required to uphold my policy
- On Sept 13 – the guest emailed lVO outside of the process in an investigation that was supposed to be closed, I promptly sent pictures showing the delivery of bedding was made to a common shared hallway.
- I received duplicate emails from Airbnb the investigation was closed and thanking me for cooperating on the Sep 4, 8 12 and 17. My listings were never suspended
- If there had been a violation recorded, the reservation would show “cancelled by AirBnb” within 72 hours.
- Because I had not committed a violation, cooperated with the investigation and no security violation had been found. Airbnb was required honor my cancellation policy and required the guest to cancel.
- On Sept 8, outside of the process, IVO emailed me to confirm the guest was in the unit on the 8th. This was irrelevant , since it was up to the guest to cancel and request a refund from me .
- I cooperated in having someone go to the unit and knock.I wrote to Airbnb guest appeared to the unit unit until the 8th and did not return keys – the television was on, , laundry was in dryer in the common area
- I could not enter the unit absent an emergency. I am not permitted to cancel as a host . IVO’s involvement should have ended on September 5. Investigations are supposed to be completed in 72 hours . The new complaint about the delivery was not raised until the 13th
- On the Sept. 17, I received notification the “guest cancelled” and I could rebook my unit. This was properly documented as a cancellation by the guest subject to my policy
There is a difference between a cancellation by Airbnb 72 hours after an investigaton and a guest cancellation 20 days into the reservation when I was not allowed to enter my property
However without any communication with me or anyone at Airbnb, IVO called the Eesolutions department and told them to issue a full refund after 20 days and provided the reason the guest “never stayed in the unit.”
IVO objectively knew this was not true based on email exchanges between the guest and me on from Aug 29 to the 3rd and IVO either committed fraud or was not competent.
Airbnb supervisors in other the Resolutions Department readily saw the erro and wrote to IvO the Safety Team to “take the loss” on behalf of Airbnb. One Resolutions Ambassador comment IVO did not follow policy and was biased toward a male guest and kept communicating with the guest and for weeks after the investigation was over,
, without me involved, coaxing him to provide for additional false information after the reporting deadline . ( I cannot see these communications—the Resolutions team told me about them)
The Resolutions team could not address the issue because the Safety Team had the ticket and had to “take a loss.”
I requested IVOs supervisor and IVO refused to contact his supervisoand had another ambassador call me and pretend to be a supervisor. The Resolutions Department escalated it.
Today I received a auto-reply message saying I cannot dispute the results of an investigation
I explained I am not disputing the results of an investigation resolved in my favor, but rather the call by IVO to issue a full refund on a “guest cancellation” 20 days into the reservation.
I have no idea what tickets the supervisor is looking at .
]
I have lost a month a revenue. My unit is damaged. The shower head was ripped off the wall. r A television remote appears to have been against a wall. I did not get keys back and had to have the locks changed. I have $611 in damage receipts, but cannot file a claimt because an Ambassador at Airbnb falsified records and said the guest was never there. St
It is undisputed that the gusst was in the unit Aug 29, 30,21, 1 and 3 by his own texts – long after the 72 hour reporting period I have hosted 60 reservatins. I have two identical units and a third unit occupied.
It is also important to note that the refund IVO issued was for more than the payout, after I lost access to my locked unit from August 29 to September 17 until the guest finally cancelled so we could enter the unit
I have hosted more than 50 reservations without incident I will not be paid for the next month because you are now withholding those payments
I do not want to host for Airbnb until I know there is a functioning Safety Team, and I imagine guests would not want to stay without an audit of IVO’s tickets to see if the merged tickets were investigated.
