Charged damages for a place we never stayed in

[E97]

Trying to resolve an issue with a stay where we cancelled as Guests and were refunded due to the unclean conditions and inaccurate listing (location incorrect, number of rooms misadvertised, soaking wet bedding upon our late checkin, broken shower — a total dump)

We were fully refunded and Airbnb said they were taking corrective action against the Hosts, who had already been warned

But the deceptive hosts had the brilliant idea to then claim a list of property damages from us, to try and get money back from the cancelled booking via Resolution Centre 

All the links to appeal presented a technical error (app and Web) so there was never any way to appeal.

My credit card was charged for damages at a place we never stayed at!

Airbnb support has been no help - they escalate the request, forward it to other teams, and then the tickets get closed automatically and we are back to the beginning. I've lost count of the support tickets. Could it be 8? 10?

Where do we go for issues like this as Guests when support goes nowhere?

[Lorina14 · Accepted solution]

@E97 

Sorry to hear about your situation. I will flag the communtiy board moderators who are not directly support but could direct your issue to the right team. @Rebecca @Quincy @Elisa could you assist E in getting to the bottom of this? 

Another possibility is as a last result to do a shout out in social media to Airbnb about what is going on. This has helped bring quicker resolution to issues that were going nowhere with customer service.

[E97]

Thanks @Lorina14 @ for the guidance! That's a great idea, I will post about this issue publicly, and reach out to the tech community about these technical issues with the Airbnb platform, which engineering staff will see.

Try to work around the Airbnb customer support system that has been off the rails with escalations and closures, and isn't working. 👍🏼

I really want to like Airbnb, they were always good to us in the past.

[Rebecca]

Hey @E97 👋

So sorry to read your recent experience. I have popped you a direct message with some more information that might help. 

Many thanks,
Rebecca
Community Manager
Airbnb Community Center