2 weeks ago
I have a case manager Acel who refunded my potential guest their full amount for an issue that was not my fault. They claimed they came to a road gate with two locks and could not get past it to get to my guest room. There is no gate. There are no locks on this fictitious gate. The problem I have is that I am a Superhost with over 100 guest reviews and probably 150 guest stays. My communication rating is 4.9 out of 5. And Airbnb stats state that my last 29 ratings for communication is 5 stars.
I have emailed Airbnb case manager Acel telling her there is no gate. I told her there is no review private/public that complains about or mentions a gate. My directions have not been modified and no where does it say..."hey...by the way, pass the GATE on your way to get here".
Now since the case manager Acel apparently wants to believe the potential guest over me, I said ok, fine, ask any random past guest of mine if they had to pass any sort of gate to get their guest room here. Choose any one you'd like. I said even choose the current guest who has stayed here for 3 nights in a row.
The frustrating thing is these case managers apparently do not have a supervisor to speak to. Because any one with any experience who looks at my status as a superhost, my communication ratings, and my overall ratings...the number of them and what I have been rated, would come to the conclusion that I as a superhost am not lying to Airbnb.
Also, what would be my motive? I want the revenue from these guests. That's the whole point of airbnb!
They need someone with more experience above the case managers to appeal these decisions.
2 weeks ago
It sounds like they got lost, which is totally on them. Did they try to reach you? We called recently about a third-party booking and having their account removed and the person handled it really well, but when we first flagged it and emailed the person was not helpful at all.
We are hearing more and more than there really is no set standard. It depends on who you get assigned to your case and so many other factors. I did see another host asked for their case to be escalated to a manager and got somewhere with that.
They sent a message at 12:47am in the morning stating: "You didn't say there was a gate". That's it. No phone call to me. No request to guide them into my place. BTW my check in time is listed at 3pm- midnight..12:47am is outside of that time. That said, if I received a phone call asking for me to help guide them...I would have. I should also mention my AIrbnb is located near a Bavarian/German styled town and the weekend they were here was Octoberfest. They stated they were going to meet up with friends for Octoberfest. People, in general, drink beer heavily during Octoberfest. So my theory is they were a couple who closed this festival down, drove up here inebriated, got lost, and decided to crash with their friends instead. Just a theory.
That's the thing. She apparently was contacted the following afternoon and gave me 30 minutes to respond. Which I did not do. I hadn't thought they weren't here because the only note they sent me at 12:47am was: "you didn't say there was a gate". Since I hadn't heard from them the rest of the night or that morning (again, no phone call), I assumed they figured it out.
2 weeks ago
Have you tried to ask for a different case manager? I had a guest lately that tried to get a refund by going around my house and taking pictures of random things that look dusty and send them to Airbnb. I told the guest numerous times that I would clean anything if they just asked me. This was the only guest that did this and my house isn't dirty at all! I sweep the house every other day! Turns out that guest was trying to run a scam. I don't know how many times the person tried to do that but I called up Airbnb super pissed and pleased my case and that guest walked away with $0. That guest you probably had might of been a scammer as well! I hope you left that person a very detailed review!
2 weeks ago
I am very new to list in this BnB.. apparently those whom booked ,questions asked appears to be scammer..as they keep asking questions like have a friend stay in the same building and want to arrange to meet and view first.. and one of them the date is like next few hours or tmr will want to stay..but never reply my questions follow by.. n never appear as well.. dont know how this BnB works.. and how to communicate in this platform..
2 weeks ago
I have discovered with the past 2 issues that I've had with guests is that if you send pics to Airbnb it is helpful. My issues were immediately escalated to a case manager and I received money from the guest.
Just a suggestion.
Julie and Dan
2 weeks ago
@David Try Twitter and FB and call again and insist on speaking to a supervisor it has worked wonders for me even when I have been told the case is closed. Search posts about refunds, there is a post click here where the guests were refunded for a bogus claim – because the host did not give up Airbnb eventually paid them even though they had already returned the money to the guest.
a week ago - last edited a week ago
I had a situation like this. It was a girl that told me she was going to arrive around 5pm.
At 5pm I wrote her through airbnb and asked for her phone number as the one on airbnb wasnt connecting.
She never replied until hours later saying "I will have to cancel this reservation as I have been traveling for hours and this place seems very far" (even though in the description it says the name of the neighborhood!)
And she even had the guts to review me -i got the notification next morning- well... I knew it wasnt going to be a good one. I called AirBnB and they told me that it was a negative review, so they cancelled the reservation and I didnt get ANYthing from this reservation and the girl didnt het any penalty either!
They (airbnb) just don't seem to understand well the CANCELLATION POLICIES. :(