I am having significant issue attmpting to resolve the matter. I won't bore you with details too indepth as we have a guest who left our place a mess, agreed to pay though never actually came through with any funds. Case Manager Rachel told us to that they will process this and make a decision.
This never happened. Consistently ignores questions I've asked regarding the process and the status of the deposit that the guest originally left. When I write I have to put in dot points and number the dots so that she will answer, though questions are still ignored.
I've exchanged around 20 emails with her often writing twice over a week or a week and a half, generally on average she says she will respond in 24 hrs or in 48 hours though her response time in reality is actually getting longer and longer generally a week now and it has been going on 6 weeks now since the resolution centre was involved.
She told me after 5 weeks that AirBnb would cover some of the costs. I asked her a rough timeframe and followed up for about the fifith time asking if she could arrange a time to talk with me.
WIth a lack of response and follow up and lack of general communication we are increasingly frustrated and don't feel that this is an appropiate and professional dealing of the matter. I have attempted to find a way to contact AirBnb above the Case Manager. All I can seem to contact however, is the standard call centre who just refer me to the case manager and say to email them again. Clearly this doesn't work.
Does anyone have any advice and or have any ideas of how to contact anyone in AirBnb directly to talk to case managers or the supervisors? As we cannot waste any more time going back and forward with no resolution achieved.
Thank you for your thoughts. Jamie
P.S. It has got to the point that we are now considering contacting the Ombusmen or Small Claims Court. Has anyone had experience with following through with that process?
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