Hello everyone,
I'm a host in Australia and suffering the customer service in Australia every week. today I found the case manager usually makes their decision before they contact you as neither America nor Chinese customer service can help me to get a fair treat since what done has been done.
Case 1. one of my guest is complain there's no lift in the apartment as I never clicked lift utilities provided in my apartment. it's really obvious my apartment is at 1st floor from the photos, so you'll need to climb the stairs to our apartment. the guests stays one night and then ask refund due to this issue. the case manager reach out to me not for discussing this with me instead she just informed she had done the refund even I have made over 5 phone calls before to explain airbnb about the non–existing lift, ask them to take notes about it. ( when I called them before they told me it's not my problem, but the case manager obvious don't think so)
2. I have a reservation with a gust for over 2000 dollars rent. she complained about cleaning, the case manager told me before it's not a problem the guests will not get the money back since it's just rust at the bottom of the toilet and dust underneath our washing machine. the guests even took a photo of our neighbors front door and claim it's our door not cleaned then ask for refund ！！！nothing happened till then and the guest didn't cancel the reservation .
after a month when I check my account again, the money has GONE！！and the website says the host cancelled the reservation. I called the customer service regarding to this and even have the proofment of the case managers decision. yet they still haven't give me an explain.
this is happening every week and I'm so frustrated with Airbnb now.
Everytime when australian case manager contact me, I do explained what's going on and they dont even care since the decision and the process has been done before they notice me. many times I HAVE TO contact customer service in other contries, get them involved the case, trace my money back, or their company Airbnb is paying for the unfair result i got, not the horriable customer service or case manager.
Dear hosts, if you have been treated unfair in Australia, please let this community know. they can't just take the money from us and treat their work like joke.
I have some proofment shows airnnb customer service is actually breaking the contract law. but it's not enough for just one person make this a serious deal.
My English may not be perfect but just hope anyone saw this and have the same experience. maybe we can let them pay what they have done to us, pay for the energy and time they took over from us.
