We had a long trip (over 50 nights' stay) last month. For some reason, the guest wants to cancel this booking after they checked in, due to our cancellation policy, which is the strict policy, guest cannot get a total refund. Moreover, one case manager named Reagan promised he would keep the first-month payout to us. Nevertheless, they gave the guest a full refund and did not fulfill their commitment, which is a first-month payout.
We feel outraged if not super disappointed about the decision they made. They said they have decided to uphold their "original" decision on this case. This is ridiculous because the "original decision" made by Airbnb (via case manager Reagan) was to keep the first-month payout to us. Secondly, we were not in a position to cancel the reservation, and it was the guests AND Airbnb who kept the dates blocked, and therefore, it's by no means fair to sacrifice us while guests and Airbnb took no responsibilities in this matter. Thirdly, we were very prompt to deal with all issues regarding this trip and thousands of other trips we are hosting via Airbnb. We want the best experiences for the guests; however, while Airbnb didn't work out a solution for nearly ONE MONTH, we, the host became the only victim at the end, which is not acceptable and is a violation of Airbnb's promise to the community.
It has been a few weeks, and I try to get in touch with Airbnb customer service, but no one respond to me at all. Could anyone can help me with that, please?