My experience with some case managers is unprofessional, lack of experience and very irresponsible. I had a group of guests checked in from 5/17- 5/20. The name of the guest s Audrey House. At the beginning I can say those guests did not follow my policy. I sent them check in information 3 times but they did not care and did not read it but kept asking me information again. The story did not stop here. When they checked out they did not return the key. As the policy on my listing guest has to pay $300 for key lost (They are programmed elevator and garage fobs which are not available in the markets to make). When I called Audrey for key refund she started swearing and complaint about the place and requested me to refund as a way to exchange for the key loss. Case manager Alexis automatically decided to refund guests $477.
After a few hours discussion with Megan, the supervisor of Alexis, she REDUCED the refund to $277 just because the microwave hand was broken on one side but the microwave still functioned very well. My concern here is that based on what policy the amount came up to $277 while the microwave still functioned properly? Did the microwave hand issue impacted guests mentally and physically? Did the microwave hand cause guest trouble to use it?
At the same time, I requested $277 refund to compensate for my time consuming, risk of my business loss (my current guests might not able to check in due to the key loss), the safety of my current guests but none of these case manager answered my questions.
My WORST experience is with The Specialist Cintia from Trust and Security team. She requested me to submit official invoices for key loss and lock change. After I spent a lot of time to acquire the invoices to submit her I was said that the invoice was unable to verify or the price was over the market. Those invoices were provided by the building management where I signed the contract with. Cintia did not explain me why she could not validate the invoice and what the price of the market fob is? ( In reality, these fobs are not available in market to sell or able to identify the price. It belongs to individual building for security purpose). After asking me tons of questions, Cintia requested me to submit her POLICE REPORT FOR key loss. I spent a whole day at police station to get POLICE REPORT and Cintia informed me that TIME IS OVER. She could not refund me for the key loss. OMG, I spent 3 weeks to collect and submit Cintia all the documents and she did not dare to answer my email after TWO DAYS until when I called Airbnb and this is her answer? “ TIME IS OVER”. Where is her professional and responsible skills as a SENIOR specialist? Cintia was supposed to request me all the documents at the beginning and noticed me her expected deadline but she did not. What she did is kept asking me with different questions and requested more different evidences day by day even POLICE REPORT for key loss. Cintia even did not care about the rule and policy that is stated on my listing “ $300 charge for key loss”. Now Cintia cannot say that POLICE REPORT is unable “ to verify” so she came with other excuse “ TIME IS OVER TO SOLVE THE CASE”. Earlier, I was promised by Megan, the supervisor of Alexis that if guests were not able to refund me for the key loss, Airbnb will refund me.
My experience with the case manger like Alexis, Shannon and Specialist Cintia is unprofessional, lack of experience and irresponsible. I doubt that there is a relationship between one of them with the guest Audrey from the way they solved the case.
Unprofessional: Alexis forced host to respond her email in 24 hours and automatically took $277 away from host account in $24 hour without any real investigation.
Shannon: Instead of listening, Shannon kept talking at the same time with host on the phone. She spoke too fast and I barely not understand what she was talking about
Lack of experience and irresponsible:
CIntia is the WORST experience that I ever have with any Airbnb case manager as well as specialist. I just see CIntia like a BABY with a title of SENIOR Specialist.
Here is my experience: If you are UNLUCKY to deal with those worse case managers like Alexis, Shannon or specialist like Cintia, do not your waste time. Airbnb system gives them too much advantage. Since your next payment is hold by Airbnb so they can withdraw your money easily without your agreement. You are better to move to other websites as VRBO, booking.com, tripadvisor where host has more power and not deal with these headaches. If you are lucky to meet with experiential and responsible case managers, everything is good to go otherwise it is not deserved to waste your time with. Cintia just made me exhausted with all of her questions day by day. After I submitted Cintia all the documents what I heard from CIntia was “ TIME IS OVER TO SOLVE THE CASE”. Here are what you always heard from them when you make the complaints “I am sorry the outcome is not as your expectation” or “Don’t worry your case is still open, the supervisor will contact you shortly”. Reality is that no one contacts you and you will be exhausted and leave the case. By the end no one judges their work. They still sit there and get paid from your contribution and behave as LIVE SAINTS