Just this morning, I got harassed by an Airbnb case manager/customer service. I reported this guest who made an instant book and openly said that she does not want to comply with anything. The case manager said that before booking all guests are being forced to agree with house rules, so if I want to cancel then I will be penalized. It is in the Airbnb policy that instant book host can cancel penalty-free for unlimited times if the guest is breaking house rules or host feels uncomfortable. The case manager said that I cannot do that anymore because I have done it a few times before (always because the guest is not following house rules and book instantly) and she said that this guest does not break any house rules. When I tried to explained what the guest has said, she just kept talking and not listening.
I feel so disappointed and hurt. After 5 years with Airbnb, this is how I am being treated by this platform that I always support.
This is on their Instant Book FAQ, but apparently is a lie.
Another lie they have on FAQ
They clearly don't have my back.
I turned off the instant book and I am blocking all of my dates after the last existing reservation that I have. I cannot stand with a company with employees that bully others (their host, who actually on track to be superhost by the end of this week). I know that the company won't care about me because I am just a number for them and not a valued host or a human, but at least I don't need to contribute to a company like this.
I guess the 5 years that I am with Airbnb means nothing and this is the end of it.
@Lizzie