cancels and payouts? has anyone notices that community specialists are taking and only escalating CS calls?

Sammy35
Level 10
Pittsburgh, PA

cancels and payouts? has anyone notices that community specialists are taking and only escalating CS calls?

can any community experts comment with 100% certainty about:

same day bookings WITH
cancellations BEFORE check in
in relation to BOTH
the 48 hour grace period AND
STRICT cancel policy but WITHOUT
extenuating circumstances

QUESTION:
does the 48 hour grace period trump the strict policy (NO refunds in less than 7 days) when they are running concurrently?
or should the strict policy (NO refunds in less than 7 days, same day booking) trump the 48 hour grace period when they are running concurrently?
as in the case of a same day booking and same day cancel before checkin, the 48 hour grace period would not apply because the reservation is not at least 7 days out, correct?

has anyone notices that community specialists are taking CS calls and acting as first tier?  are these actual customer service agents or community specialists trying to perform that function.  i've noticed lately the quality of answers and information has gotten even worse (less accurate, less reliable, more confusing) and that they are unwilling to make specific remarks that confirm the information they are providing.  everything now, worse with covid, is getting escalated to another team more suited to handle the query.

or am i hallucinating lol?

~~~~~~~
like nikey: just do it
6 Replies 6
Alexandra316
Level 10
Lincoln, Canada

@Sammy35 There's no grace period for bookings made less than 2 weeks before arrival: check out https://www.airbnb.com/home/cancellation_policies for the details on how all the cancellation policies work. 

 

I've never had anything resolved by one of the Community Support Specialists in my three years of hosting: they can't give you specific info, so I find that tier to be useless. I thought they were designed to be tier one of customer service: they keep cases out of CS for common issues that don't need a case-specific answer. 

@Alexandra316  yes so i thought i was interpreting that color graph green orange red correctly

 

soooo safe to say unless resolution has been enacted payout should ensue request to book same day at 2 at 5 respond at 7 think ive done all the vetting i need, accept, find out guest is NOT the guest (third party booking), try to find mutually agreeable solution by booking guest having guest of guest create account profile submit id verify w selfie add phone email etc blah blah and either adopt take over the booking if allowed or function as guest of booking guest where booking guest adds guest to itin but is still liable and must be present at checkin w stipulation only guest of guest can enter unless extenuating circumstances

 

he wants me to cancel

hell no

he cancels

should i expect the payout today?  its still pending

~~~~~~~
like nikey: just do it

@Alexandra316  btw did comm spec always answer calls first tier (which is indeed useless) bots are even better lol

~~~~~~~
like nikey: just do it
Emiel1
Level 10
Leeuwarden, The Netherlands

Hello @Sammy35 

Qouted:

"as in the case of a same day booking and same day cancel before checkin, the 48 hour grace period would not apply because the reservation is not at least 7 days out, correct?"

 

Firs: I do not not understand what you mean by "community experts" (they do not take phone calls ...)

 

The 48 hours grace period (to cancel with full refund) is provided from moment of booking AND check-in must be at least 14 days ahead. That's what in my opinion the policy is saying:

https://www.airbnb.com/home/cancellation_policies#strict-with-grace-period

 

If somebody books same day and cancel before check-in full refund is only possible if there appears to be a serious problem with the accomodation or misunderstanding (Airbnb will decide about it, same for extenuating circumstances). But the "grace period" should not be an option (BTW the confirmation of the reservation should not mention it also)

 

Phone calls: I never use CS by phone, I sent a message via the contact pages. But i am in Europe, maybe different (better) service, allthough replies are taking much  more time the before Corona. If really not satisfied with answer/solution try Twitter (account: AirbnbHelp)

 

Best regards,

Emiel

@Emiel1   my fellow community experts

 

community SPECIALISTS are answering phones

~~~~~~~
like nikey: just do it

@Emiel1 

 

because the guest canceled at 11pm the canceled rez would not allow me to open the res tool and send a message about the rez

 

i was forced to call.  then community apec couldnt answer any of my Qs created a ticket and submitted so then i could rsvp in writing

 

OF COURSE IM NOT TRYING TO CALL LOL  DOC DOC DOC EV

~~~~~~~
like nikey: just do it