Airbnb case manager refund guest without my approval.

[Vincent80]

Hi all,

Do you know how to deal with the issue about Airbnb case manager refund guest money without my approvel. 

He mixed two different cases and refunded the money without my approvel to wrong person. After our conversation, even then he would not admit his mistake. 

[Lizzie]

Hey @Kiele0, 

Nice to meet you. I'm sorry you are having trouble reaching the Support Team. 

Can I ask you to perhaps check if you have received any messages or payments from Airbnb regarding your case? It maybe that the case has been resolved. 

Fingers crossed this is all sorted now.  Let me know, if you can.

Thanks,

Lizzie

[Kim2513]

This just happened to me as well, what can I do??This guest did not have ONE complaint, wanted to leave early on her own accord and wanted a full refund. (I live in the home as well & made sure to ask her if everything was going well with her stay and she responded yes) When I declined, she went to AirBnB & told them that I had a non-working dresser (untrue, there were 2 loose drawers, but still completely functional ) and without my consent, they gave her a FULL refund!!

I had numerous screenshots proving that she was lying and that she was happy with her room. They ignored my proof and gave it to her anyway. I’m so frustrated!
 

[Claudio762]

Hi Kim,

Have you ever solved the issue? Are you still renting your place? What happened? I am trying to decide if we want to host and I see these type of complaint everywhere. It scares me.

What can you tell me about your issue.

Thanks

Claudio

[Tash9]

It's shocking the amount of hosts on here that are going through the same thing.

We just had a nightmare of a guest check out early and claim for a full refund citing "cleanliness issues". The case manager KRYSTAL decided to refund them without even calling me or messaging me to hear my side of the story. She said the guest sent her photos. I asked to see the photos and she said "the guest asked her not to".... even more infuriating, she then prematurely CLOSED the thread so I was unable to reply! 

Eventually I was able to speak to another case manager who was able to show me the photos - as I suspected the guest took photos of a toilet that wasn't even part of our apartment! She also took a picture of the fridge saying there was "old food" but all I could see was some HP sauce, sugar, and some cooking condiments, all there for guests to use! None of it expired!

The new case manager kept saying "old food in the fridge is still a violaion" is he kidding me? A huge sum of over USD1000 just for some bottles of sauce in the fridge?

Our next 50 bookings will be affected by this refund! I can't believe it. We will not accept it, its totally unfair and unjust - any ideas on how to tackle this?

Thanks everyone. 

[Claudio762]

Hi Tash,

Have you ever solved the issue? Are you still renting your place? What happened? I am trying to decide if we want to host and I see these type of complaint everywhere. It scares me.

What can you tell me about your issue.

Thanks

Claudio

[Grace760]

I have a same issue right now. Airbnb case manager refunded half the money including cleaning fees to guest without asking me my side of the story. This guest started fabricating events and NOT sure what they told Airbnb. They were complaining about place being not true at all . My cleaning company cleans place after each checkout and she was sending me a picture of stuff that were not even true. I even send my cleaning company to take care of them including dropping of a bottle of propane tank to satisfy the guest.

On the other side airbnb did not even contact me to find out my side of the story or asking for any proof such as cleaning invoice or anything. When I called them Airbnb Rep. said this is a final decision and can not be changed. At that point it felt like a dictatorship. After researching my options I decided to go public media twitter and Facebook. Below is the # I created for host like us that is being dictated by Airbnb. #Airbnbdictatorship

Below is my tweet to Brian Chesky.. Not sure if that is going to make difference or not but if it does not then I might have to seek some legal options because THIS IS NOT ACCEPTABLE AT ALL...

https://twitter.com/ChipmunkRental/status/1378524450887458816?s=20

[Sam4159]

Same thing happened to me. Had a guest staying at my place and I have two source of heat but during second day the trip my propane tank was running low and guest were not able to set the flame in fire place to a high setting. They reached out me about it and I placed a emergency order for the propane and propane was delivered within an hour. Next thing I know Airbnb returned 50% of the total amount to the guest for bad experience. This is like Airbnb does not care what host did to resolve the issue.

[Grace760]

I have a same issue right now. Airbnb case manager refunded half the money including cleaning fees to guest without asking me my side of the story. This guest started fabricating events and NOT sure what they told Airbnb. They were complaining about place being not true at all . My cleaning company cleans place after each checkout and she was sending me a picture of stuff that were not even true. I even send my cleaning company to take care of them including dropping of a bottle of propane tank to satisfy the guest.

On the other side airbnb did not even contact me to find out my side of the story or asking for any proof such as cleaning invoice or anything. When I called them Airbnb Rep. said this is a final decision and can not be changed. At that point it felt like a dictatorship. After researching my options I decided to go public media twitter and Facebook. Below is the # I created for host like us that is being dictated by Airbnb. #Airbnbdictatorship

Below is my tweet to Brian Chesky.. Not sure if that is going to make difference or not but if it does not then I might have to seek some legal options because THIS IS NOT ACCEPTABLE AT ALL...

https://twitter.com/ChipmunkRental/status/1378524450887458816?s=20