I am replying to the last comment when it is suggested to call Airbnb about mutual cancelation agreement before it gets messy. Well, the customer service (case manager) replied and was angry at me. She said that I have to do it myself with all the penalties regardless if it is mutual agreement. I only wanted to get an advice, BEFORE I would do the cancelation or maybe just pay off the guest so she could stay at a different place and loose my fees and her fees. Guess what? The Airbnb cancelled it for me and wrote that I have cancelled, also, blocked my calendar, charged me fee and wrote those "scarlet letters" on my profile. I only called for advice and to see if there are ways to avoid it. Not only it is frustrating, but the demeanor of the case managers is just awful. It used to be the opposite: call centers had people who could be rude, uninformed, etc. and would not be persuaded to get me to the case managers. Now, the call center people are very very nice, but most of case managers I had to contact, are like Gorgons on their bad days with final judgements and even making decisions for the host. When you need them to call and talk to you, they will send their final judgement based on the notes of the call center person and that's it, you are DONE. No accountability. No oversight.
Once time a different guest had to be relocated because he was breaking the written house rules, and Airbnb blocked my calendar for one month after that without bothering to tell me. Why did they punish me???
Disapponted is a mild version of how I feel.
