Hello all, I hope that all of you had a great weekend!
Thank you for all the suggestions and support, I really appreciate it.
After almost one week of going back and forth with Airbnb, getting harassed by their employee, and standing up for myself to get my rights, this is what ended up happen >>
I called ABB again and the CS who helped me said that he would do a one-time courtesy to cancel this reservation without penalty. However, I would not receive my payout despite the fact that my calendar was blocked for days and that the guest was the one who violated the Airbnb policy and house rules.
Please note that he mentioned (one-time courtesy) which is wrong if he is following Airbnb instant book policy. As seen on the screenshot that I put on the initial post, Airbnb claimed that IB hosts can cancel penalty-free anytime (unlimited times) if the guest does not follow house rules and/or make the host feel uncomfortable. I think that I have a strong reason here to feel uncomfortable hosting her on top of the fact that she is also breaking my house rules.
I was disappointed with the result because I have a strict cancellation policy.
I reached out to ABB via Twitter DM and they said that this case has been resolved. I told them that it was "solved" unfairly and that I wanted a new case manager to investigate the case.
A new case manager was assigned to my case and sent a follow-up email saying he would look into the case. Not long after that, we talked on the phone. He said that the solution for this is for me to turn off IB. Isn't it pathetic when the employee does not even recommend their own feature/service/product? I told him that I already turned off IB since this happened, but still want this case to be solved fairly. He called this a "personality conflict" as if I have a personality problem. I told him that if he wanted to call this a personality conflict, go ahead do that. However, it is pretty clear to me that what created the problem was not my personality, but the fact she violated Airbnb policy and also my house rules. So, is that acceptable? I also asked him why I did not get my payout and she got 100% of her money back while she was the one that was violating policy. He said that if she violates the house rules during the stay then I called ABB, then I would get my payout. This is totally not true. Some of you might remember when Airbnb pressured me to break my house rules and honored my guests who break my house rules and took my payout even though it was an ongoing reservation last year?
It looks like every CS has different reference/guidelines. There is no such thing as policy, and they just say whatever they needed to say in order to close the case even if the information is not necessarily true.
I asked him if these were my only options: must feel comfortable even though the guest does not want to follow house rules and risk my safety in order to get my payout OR be safe and ask for my rights, but will not get a payout.
After I asked him that, he said he would talk to his leadership. He came back with an email saying he was approved to send me 50% of the payout minus the cleaning fee. I accepted, but I told him that I am very concerned with the fact that Airbnb does not follow policy and disappointed with the way this case was handled.
