How to complain about Case Manager

[Amy-And-Gin0]

Hello, I opened a Resolution Case and passed around to different Case Managers.  The first one gave me the run around and the 2nd one dismissed the case minutes after picking it up without reviewing the information.  He handled it very poorly and wrote to me incoherently in broken English.  My claim may be small in monetary value but is about fairness and about Airbnb protecting hosts.  I had a terrible guest experience where the guest violated house rules, invited unwanted guests over and soiled my sheets.  I later found out he may have engaged in sexual activity in my home even though he booked for one person only.  I was so disgusted that had to get rid of the bedsheets and donate the sofa.  The Case Manager dismissed me and would not allow me to complain or speak to a supervisor about how poorly he handled it.  No one should be allowed to be treated like this.  Please help!

[Emiel1]

Hi,

There is a emotional component in your message, which i understand.

But on the other hand: accepting paying guests living in your house is bussines, for you and for Airbnb

Sometimes things go wrong. But throwing away the sheets and donating the sofa is rather exceptional.

Learn your lesson, review your guestst honestly, and probably I you will welcome a wonderfull person next time.

You deserve it.

Best regards,

Emiel

[Amy-And-Gin0]

Yes, I am upset that the guest disrespected me in my own house, violated rules and turned the room into a sex den with non paying guests.  

Emotion aside, he soiled my sheets and they are unusable even after washing.  There are brown stains so I had to throw them away.

Guest also broke my kettle and it caused a black out of the whole flat the next day.

The Case Manager dismissed my case without spending any time on it.  He also wrote to me in broken English.  I was very surprised that Airbnb employes such people so do not feel that I was treated fairly.  I felt victimised by Airbnb..

[Amy-And-Gin0]

I took issue that the Case Manager could not write and sent messages full of spelling and grammar errors.  The combination of errors and speed with which he dismissed my case, upsets me and makes me feel that it was not handled properly.  He refused to allow me to complain and speak to a supervisor and he said he was in charge and had the final say.  The way it was handled was very poor.

Did I mention that the guest tried to retaliate against me by opening a counter claim and then left a bad review?  Even though he told me how much he enjoyed the stay.  

I feel that I am punished for speaking up but this is about respect.

[Pamela153]

The lack of proper Ebglish speak customer service MANAGERS is disgusting. How can one expect foreign nationals to be able to read and fully get the gist of complaints, which is obvious they cant from their responses and "resolution" they run of textbook solutions. Company is a joke. 

[Queen8]

How dare you dismiss her inconvenience as though she is being overly emotional. Let’s have you or a close female family member be stranded after waiting 5 hours to check in. Your business can be very fraudulent. You rip people off and dismiss their inconvenience when you hire scammers. The same to you! All that you dismiss of others.

[David126]

I could not see the bad review?

[Amy-And-Gin0]

It will appear in a few days once the period expires or I leave my review.  I refrained from reviewing the guest until after the Resolution was closed, since I was hoping for a fair outcome.  

The guest told me how great the stay was and how at home he felt.  All hell broke lose when I confronted him about his Viagra use at my home.  I could've kept quiet but I felt that I had to speak up, especially in this age of sexual harrassment.

[Mary996]

Oh dear... thats a bit awkward that you went through his bin. Its an invasion of privacy.

 But surely the point is he tried to deceive you by describing his guest as his daughter? Why didn't he apply to you as seeking two person accommodation? You could then request the name of the guest or even that the guest also register with Airbnb.

[Amy-And-Gin0]

The review is in and contains a lot of Things that are not true.  I defended myself as best as I could 

[David126]

How do you now what the review says?

[Amy-And-Gin0]

Nothing good given the events that happened.  The guest opened a vindictive counter claim case against me for $6 of toilet paper he bought for the flat, except that it was not even $6.  When I declined, he wrote a review.  All this while our Resolution Case is still pending and the Case Manager missing in action.  Creepy guest and Airbnb bullying me..

[David126]

You said he left a bad review, how do you know if they have not been published?

[Fred13]

It helps to always be factual. If I may ask, where exactly were you when all this was happening to your place?

[Amy-And-Gin0]

I was at home.  I have 2 floors so don't always monitor the guest area.

As soon as he arrived, i told the guest that no guests are allowed and he saihis daughter would stop by. Then stopping by became eating and I came home to find they left a mess in the kitchen one day.  I told him no guests and he pressured me to keep allowing her to eat at my place. He was always home and I was feeling a bit uncomfortable. After he left, I found all these viagra/sex drugs wrappers: found 7 of them for a 13 day stay and he soiled the sheets.  He refused to pay for the guest because he said she did not stay over and refused to pay for my soiled sheets. I'm pretty sure that woman was not his daughter. I've gone nowhere with Airbnb Case Managers.