Cancellation Fees, Airbnb Support

[Donny34]

Dealing with a bizarre support case with Airbnb: 

-Snow storm this past week causing damage to a unit.

-Had to cancel the reservation with the guest. 

-Told by Airbnb support that the cancellation fee was waived 

-Was subsequently charged the cancellation fee and current Airbnb support is telling me they do not have any evidence of this communications.  While im looking at the chat in Airbnb messages. 

Anyone else found a significant dip in the past year from Airbnb Support quality?  Thanks in advance! 

[Emiel1]

@Donny34 

The first two messages are from "A(rtificial) (I)ntelligence Assistent".

The last one from Airbnb support (a real person).

They seem not to be able to interact with each other 🤔 

[Donny34]

A little weird, no? Thats what I was thinking too and the troubling part being that Airbnb support not honoring the ai support message. 

[Frances3408]

@Donny34 . I find this very troubling. @Elisa can you please refer to an  Airbnb Support real person?

[Donny34]

Thanks!  Was a frustrating interaction with Airbnb support regarding this as they kept telling me they could not find that chat info.  

[Emilie]

Hi @Donny34, 

I'm sorry to hear you had some difficulties getting the help you needed earlier this month. Did you find a solution in the end, with the Support team?

I'd love to know how the situation evolved!

Thanks 🙂

Emilie