Hi everyone,
Just as everyone else is reporting: Airbnb customer service is basically non responsive to hosts at this point so I am hoping one of your knowledgeable people can offer a work around. We have two issues currently:
1. Our custom minimum stay rules are flat out not working. We should have a four night minimum over holidays and yet, the airbnb booking calendar populates it as a three night minimum. I think this is a programming issue and I actually managed to muster a response from an airbnb rep after two plus weeks of emails/calls.
2. We have a guest that would like to cancel a trip next year. Based on our cancellation policy, the guest should automatically receive a refund less airbnb fees when she cancels. However, this is not happening. She sent me screen shots. With that being said, I can't cancel it without damaging our host score/superhost status. Can anyone think of a reasonable work around? If she (guest) cancels, can I refund her money by using the resolution center? Or, would I not receive the funds until her original check in date (next May)? I have a group that would like to book those dates so I am trying to resolve it myself.
If anyone has any ideas on either issue, I would so appreciate it! I am debating pausing our listing on airbnb until these customer service issues get resolved. Its a nightmare for us as hosts and the guests.
Thank you!
Katie
