not Fair Airbnb Arbitration

[Marcelo153]

Hello, 

Last week I had an issue with a guest cancellation that I would like your opinion about it. 

A guest arrived in my apt (80% 5 stars) and complained by a few things: 

-Apt too small

-No laundry machine ( and not mentioned in the ad)

-Friedge too small (clear picture of the friedge in the ad) 

-No cable ( I have netflix) 

The guest contacted Airbnb customer service and requested a cancellation and full refund (I have a moderate cancellation policy) and I was contacted by the Airbnb with the following comments "your listing was incorrectly represented on our platform" and they cancelled the reservation based ONLY  on the guest comments without giving me the chance to respond of to defend myself. 

Once I sent all the proof that MY listing is ACCURATE , Airbnb response was: "we have issued our final decision for this case and we will disengage from further discussion on this topic"

To sum up: I lost 504 USD reservation , the dates remained BLOCKED and Airbnb never gave the chance to defend My self.

Is this Fair ? Shouldn't Airbnb customer service be more diligent on the arbitration between guest and hosts? 

[Jessica-and-Henry0]

@Marcelo153

Hello~ I checked your listing and actually in your amenities list you have TV, Cable TV, Laundry-Washer, Laundry-Dryer - which is why I think Airbnb sided with the guest. 

I know the site is really hard to navigate and set up..... but in this case, while I do feel bad for you because you seem to be a great host with a wonderful listing.... maybe you could make your description a little more detailed. I always think that as a host, it's better to provide too much about the listing than not enough 🙂

[Marcelo153]

Hi Jessica, thank you for taking the time to joing my discussion. 

I currently have 2 listing ( room in my personal apt & entire apt ) the listing that I mentioned in my posting is the entire apt , and as you can see , I`m washing and dryer are not set as available. 

[Kat53]

Hello.  Did you resolve this? I recently had the same atrocious customer service experience with Airbnb.  I'm pursuing arbitration,as they simply will not to the right thing on their own.