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!

[Amy-And-Gin0]

The issue is that he booked for 1 guest for a private room.  Then he violated the house rules and pressured me to accept having the guest stopping by.  Later on I find out about the Viagra etc.  He had no busines using these sex drugs in my house.  Airbnb Case Manager would not even give me the claim for the soiled sheets.  He left a brown stain on them.  

The Case Manager who handled my case gave me the run around and then a new Case Manager came in and closed the case in minutes.  He wrote in very poor English and I was not sure if it was a joke.  It was very poorly handled..

[Cecilia155]

There is a lot of emotion in your commentary.  Stick to the facts.

I understand that you are unhappy with this guest, I had a similar situation that happened to me, however at all times even when talking to the case manager it was always professional, you are in the hospitality industry and these things are expected to happen.

Also, the fact that you stated you can't believe that Airbnb employs the kind of people that they do, is offensive in itself.

[Amy-And-Gin0]

The facts is my House Rules and I say no guests.  He booked for 1 person for 13 days.  Started bringing his "daughter".  Was holed up in my spare room the entire time.  Daughter came all the time and probably stayed and left kitchen a mess.  I asked him not to bring guests if they were going to leave a mess and he pressured me to keep bringing the woman.  After he left, I found soiled sheets (brown stain) and 7 opened wrapers of Viagra/Cialis.  I spoke up becuase it was just disgusting and he should replace my sheets.

First Case Manager gave me the run around "we will get back to you."  A week later, I followed up and a 2nd Case Manager sent me a message full of grammar errors closing the case within minutes and not having read anything.  See below.  I am most shocked that the so-called Case Manager sent me a note full or errors. It makes me wonder how much training and how educated they are.  He refused to listen to me and refused to allow me to speak to a Supervisor and said he was in charge and his decision was final..Very unfair..

"Dear Amy.

I'm Pasquale from Airbnb.

I'm the case manager of the reservation [Reservation number hidden]. I have tried to call you several time . Fot to ask the money for the extra Gustr you need to sebnd prove tyo us and i gonna be glad to help you us. Actually with the prove can you have been sent i can not do it anything and actually is againsty the personal privacy send a picture like the one can you have been sent and for the moment this is a accusation can be just a guess for the moment if you do not see this extra person on the listing . I hope mi email explaint clearly the situation.I wait for the correct documentation. If in the next 48 Hour we can not receive some prove can we use i obligate to close authomatically the case.

Pascuale"

[Fred13]

Well good luck getting Airbnb to help, because your case is indeed hard to get a handle on, for most people. He 'pressured' you, how? The 'daughter' is allowed to constantly be there as they please, why? You are objecting to the use of Viagra (and sex drugs, whatever that means); do you have a moral stand against it?  Lastly,  if you approached Airbnb hysterically (ex having to throw out even the couch and now even wanting to file a complaint against the case manager), little wonder why you didn't get far with them. They have limited time to unravel too complicated mysteries. Good luck nonetheless.

[Amy-And-Gin0]

All I said to Airbnb was that I wanted compensation for the soiled sheets and for a broken kettle that caused an electrical blackout.  Not too much to ask.  But they rejected it..by a Case Manager who could not write and who spent 5 minutes on the case.  That is what I have an issue about.  

The gues pressured me because he said he wanted to cancel if he could not bring guests and he was too cheap to call Airbnb and wanted me to do it.  I had to keep my mouth shut and tip toe for the duration of the stay.  I was going to let it go until I found the used viagra wrappers when he left.  He obviously had no business using sex drugs if he were staying by himself.

I have gotten nowhere with Airbnb.  This is causing me a lot of stress but you could say it's my own fault for pursuing it.  I don't want to deal with companies who treat me unfairly so I need to figure out other ways to rent out my properties..I refuse to be bullied by airbnb..

[Fred13]

Yes, perhaps you be much happier with another booking agency. Which exactly escapes me at the moment, but there must be one.

[Amy-And-Gin0]

I think it is dangerous when companies become too big and powerful, like airbnb.  They talk about community but their actions to the little guys show they don't really care.  I know hospitality is a business but with most companies, I can make a complaint and speak to a supervisor to resolve diplomatically it and it usually does not take much to make a customer happy.  With airbnb, I was shocked that an uneducated Case Manager spent 5 mins on the case and had complete authority over me and his decision was final with no one to review it.

The monetary amount of my claim was small but it was about getting treated fairly and not letting guests feel it's ok to violate a host's rules with impunity.  I simpathise with other hosts who open their homes and sometimes guests dont know how to behave..

[Cecilia155]

I don't understand how you had to tiptoe around your home and keep your mouth shut.  This is YOUR house and YOUR rules.  He broke the rules, I would've kicked him out immediately.  As stated previously I was in a similar situation to yourself, I provided photos and receipts and I approached the situation differently and yes Airbnb did compensate me for it.  

You gather more bees with honey than with vinegar...

[Amy-And-Gin0]

Airbnb customer service was nice but it fell apart when it came  to the Case Manager, which is what I want to complain about.  Please read my exchange with them. The first Case Manager dropped off and a 2nd one who I never spoke to and whose first language is not English sent me an error filled message and closed the Case 30 mins after it was picked up.  My issue is with the way that Airbnb handled it.

[Amy-And-Gin0]

The guest broke my roles and he started complaining about the place being cramped. when I forbid guests after they left the kitchen a mess, he wanted me to call Airbnb to get a new place presumably because he didn't want to pay for the call.  It was more work for me and it would be impossible for the guest to be rebooked at the same price he paid so I just had to tip toe to keep the peace.  Yes I should have kicked him up but I was worried and fearful that he was in my home so how am I going to remove him?

[David126]

@Amy-And-Gin0

Have you considered Arbitration?

[Amy-And-Gin0]

Thank you everyone for your responses.  I appreciate your input and support.  I acknowledge that I was very upset and emotional when I wrote the post.  Emotion aside, I feel that the treatment of me by Airbnb is worse than that of the guest.  I posted the full exchange (at least the last week of it) below so you can see for yourself.  First they gave me the run around and a week later when I followed up someone else who I never spoke to before closed the case in under an hour (record time!).  My complaint is that the Case Manager Pascuale wrote such poorly worded first message and so abrupt.  I did not feel he had the training or capacity to review the prior messages and full evidence, much less in the time it took them to resolve the issue...I appreciate your input and apologize if me calling the Case Manager uneducated is offensive but I don't know how else to describe it..

Given the terrible customer service and poor handling of this case, I will have to vote with my feet and divert my business.  

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Brandon K, Oct 27, 12:29 CDT:

Hello Amy,

Please bare with me I will see what we can do for you. I was out of the office yesterday. I am consulting with my team now.

Best,

Brandon

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Date: Fri, Nov 3, 2017 at 1:30 PM
Subject: Re: Airbnb: Your Reservation with Stan
To: response@airbnb.com

Hello Brandon,

I confirm that I have arranged for the sofabed that Stan used to be donated and bought a new sofabed.  

This case has caused me a lot of stress and I wish for Stan to at least pay the damages of the new bedsheets and kettle.  

I has been 2 weeks since the incident.  I came forward to speak up because this behaviour is not acceptable and I am feeling that I am ignored until I go away..

Can you please let me know where you are on this?  How long do the cases take to be resolved?

Thank you

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Felix W., Nov 3, 08:43 CDT:

Hey Gin, hey Amy,

Thank you for contacting Airbnb.
My name is Felix from the Airbnb Customer Experience Team. I can see you were previously working with Brendon on this case. Unfortunately, I cannot reach him at them moment. But, because I would like to see this issue solved for you, I would like to transfer you to a dedicated team of specialists who will be able to assist you better.
I am sure you will be in good hands.
All the best,

Felix

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Date: Fri, Nov 3, 2017 at 1:45 PM
Subject: Re: Airbnb: Re: Airbnb: Your Reservation with Stan
To: response@airbnb.com

It has been a long time since I asked for support and it seems that I have been forgotten..

Please please look into the case and get me a fair outcome.  I have been punished for speaking up and the guest has retaliated against me.  I am refraining from writing a review until the case is resolved

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Pascuale C, Nov 3, 09:27 CDT:

Dear Amy.

I'm Pasquale from Airbnb.

I'm the case manager of the reservation[Reservation number hidden]. I have tried to call you several time . Fot to ask the money for the extra Gustr you need to sebnd prove tyo us and i gonna be glad to help you us. Actually with the prove can you have been sent i can not do it anything and actually is againsty the personal privacy send a picture like the one can you have been sent and for the moment this is a accusation can be just a guess for the moment if you do not see this extra person on the listing . I hope mi email explaint clearly the situation.I wait for the correct documentation. If in the next 48 Hour we can not receive some prove can we use i obligate to close authomatically the case.

Pascuale

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Date: Fri, Nov 3, 2017 at 2:34 PM
Subject: Re: Airbnb: Re: Airbnb: Your Reservation with Stan
To: response@airbnb.com

That is my mobile number I'm not at home. 

I don't understand your message

What documents do you need?

I sent pictures of the stained sheet that needs to be replaced 

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Pascuale C, Nov 3, 09:38 CDT:

Dera Amy.

I have tried to call at the other number but do not work .

In hope is clear this email .
We can not use the pixcture can you have been sent like a priove can a extra guest was on your property. Please send spmething we can use , in anothervways i gonna close the case in the next 48 Hour .

Best Regards

Pascuale

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Pascuale C, Nov 3, 09:41 CDT:

I have tried to call at the other number but do not work .
In hope is clear this email .
We can not use the picture can you have been sent like a prove can a extra guest was on your property. Please send something we can use , in another ways i gonna close the case in the next 48 Hour .

Pascuale

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Date: Fri, Nov 3, 2017 at 2:43 PM
Subject: Re: Airbnb: Re: Airbnb: Your Reservation with Stan
To: response@airbnb.com

I'm sorry but I find it hard to understand your message.  

I sent pictures of the stained sheets and the other damage

The other case manager ignored me and now you want to close my case.  I'm sorry but your email is full of spelling and grammatical errors and I don't feel that you even looked at the evidence 

I wish to escalate this case and file a complaint about how it's handled

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Pascuale C, Nov 3, 09:52 CDT:

I check it the picture , but is normally is possible to wash the sheet and actually you set a cleaning feeon your reservation . Is clear can you ask some foprm of compensation but unfortunally the reqquest can not be accepted. I would like to rememeber can for privacy is nopt possible to check on the rebbish bucket opf the Guest. This is the amount can you have already charged on the reservation with this Guest Cleaning fee £40.00 . The case is gonna be close , and your request is rejected.,. Sorry if i can not help in another ways .

Pascuale

------------------

Hello Pascuale

I missed your call just now because I was on the phone.

I am claiming for compensation for the stained bedsheets (I sent a picture).  The stain is still there even though I washed it so they are unusable.  I have thrown away the full set.

I am claiming for a new kettle, after mine broke after Stan left and caused a black out of the flat.

If you check on the Airbnb message:  On Oct 15th, I wrote to Stan about his guest, and he said that they were having breakfast in the morning.  I asked him not to bring guests and he continued to pressure to bring a guest.

The cleaning fee covers regular cleaning but not the replacement of the sheets.  I have to buy new ones.

Thank you,

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Pascuale C, Nov 3, 09:55 CDT:

Dear Amy.

The comensation requested from you , is not accepted .Sorry the case is close the communication can i have suggested id the decision already made.

Sorry if we can not help in another ways.

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Date: Fri, Nov 3, 2017 at 2:56 PM
Subject: Re: Airbnb: Re: Airbnb: Your Reservation with Stan
To: response@airbnb.com

I wish to escalate this and speak to a manager. 

I wish to file a complaint about how you handled my case. 

Thank you

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Pascuale C, Nov 3, 10:13 CDT:

Hi Amy,

I'm Pasquale from Airbnb

I'm the case manager on charge

Thank you for your patience while I reviewed your case. I appreciate the time you’ve taken to share your concerns and perspective on this experience.

Based on the information provided, I have decided that any refund can be made because any pprove send for you is available for to made this kind of request

Thank you again for your understanding and for your valued time and contribution.

Pascuale

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Dear Pascuale,

You have not answered my question and have not addressed my request to have a supervisor request how you handled this case.

For the 3rd time, I would like to file a complaint and speak to a supervisor directly.

Thank you,

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Pascuale C, Nov 3, 10:19 CDT:

Dear Amy

This is the last decision made , and we have the reason for denied your request. This is the last decision and the last communication form our part. I suggest do not contactiong anymore about the case becouse is close, and we can not help in another ways. I wish you a lovely evening.

Best Regards

Pascuale

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Ed R, Nov 4, 01:21 CDT:

Hi Amy,

As a case manager, I’ve consulted with my team about your experience and requests. Upon review, we will uphold our decision as previously outlined, and we now respectfully consider this case closed.

Your experience and request for resolutions claim have now been taken into careful consideration. Given the information provided by all parties involved, our original decision will be respectfully upheld and this case is now considered closed.

Best,

Ed

[Helen3]

Hello @Amy-And-Gin0

I am sorry for your experience, but in part,  this happened I believe because you don't fully understand how Airbnb works. You are a highly experienced host with three listings so do need to have a better handle on how to manage your listing.

When your guest brought another guest into the property (I am assuming against your house rules) all you had to do is reinforce them and confirm no guests other than those who have booked and paid are allowed onto the property.

If the guest then wanted to cancel the booking because he didn't want to keep to the rules he had booked under, you should have advised him that you were happy for him to do so and he would be refunded in line with your cancellation policy. When the guest pushed this, you could simply have said no. You didn't need to  call Airbnb, you could simply have said he needed to call Airbnb if he wanted to transfer to another listing.

You should have kept a record of any discussions through Airbnb messaging and called Airbnb to let them know your guest was bringing in another guest to the property contrary to your house rules.

In terms of refunds Airbnb don't often pay replacement costs for sheets and towels but a broken kettle should have been covered. 

I agree they should have provided you with a case manager who can write in proper English.

[Amy-And-Gin0]

@Helen3

Thank you very much.  You gave me great guidance.  I should have kicked the guest out but I was afraid of a confrontation in case he did not want to leave my home.  The local police don't get involved in these disputes and I'm just a lone female.  Once I had 2 male Airbnb guests lock me in the kitchen and threaten to hit me if I did not let them do what they wished.  So I tip toe around a troublesome guest.  If you have better tips on what to do I would appreciate it.

The guest has left a review full of untruths, exaggerations and character defamation.  Not only was I not compensated for the modest sum I was seeking, but my rating has taken a dip.  I feel that the Airbnb system discourages hosts from speaking up because guests can retaliate with negative and exaggerated reviews..How do you handle this?

[Amy-And-Gin0]

@Helen3

What I learned from being an experienced host is that sometimes you just have to keep your mouth shut and play nice.  I did not want to stay quiet this time because this guest was a real piece of work and I wanted to flag him and make him understand that such conduct is not ok when you are a guest in someone's home.  I supposed that I was ready to live with the retaliatory review .  I have lots of happy guests so will recover in time..The lack of support from Airbnb made the experience worse for me and discourages people like me to speak up if they are bullied by guests