We had an ABB guest who is supposed to stay with us for 7 days and wanted to cancel her reservation for the last 3 days after she moved in for four days. We could not refund her for the remainder 3 days according to the cancellation policy we published on ABB. In order to get her refund, the guest made a false claim to ABB saying our internet did not work, and she needed to move out. ABB refunded her for the 3 days based on what the guest's story. When we found it out 2 days after, and told ABB that the guest's claim was false, and we have proof for it. ABB case manager said it was too late, and she already made a final decision to refund the guest based on what the guest said, and we can not change or appeal her decision, and we can not talk to her supervisor either. She sounded like she has the absolute power to make decisions for me with or without my agreement. Does anyone know if there is way to appeal for the case manager's wrongful decisions?
l have same situation with you yesterday. I have to appeal case manager-Amit final decision as well.
after read all the stories here, I am so disappointed with the way that Airbnb case manager treated host unfairly and disrespectful.
As a host, I was abusively treated by terrible host false claim and lost $940 revenue.