Chelsea, as a senior case manager, is destroying Airbnb’s reputation.

[Archer6]

Chelsea, as a senior case manager, is destroying Airbnb’s reputation as a company that cares for its loyal customers and abides by its own policies.

I had an ongoing dispute with Airbnb which all stemmed from Airbnb’s incompetency to rule out a listing that had an unresponsive host posting a deceptive ad about an unfinished site that was vaguely stated as "under construction" via a message I received 7 days into a booking.

The booking was and at the time of typing this IS CRUCIAL for the travel plans I have already paid for, including a non-refundable airline ticket.

The case was solved and I was granted the refund as "rebooking credit" which according to the agent handling my case, Mr. McLooney, had 72 hours till expiry.

Upon utilizing that to make another booking, I once again dug deeper into the reviews of the accommodation I just sent a reservation request to and sure enough saw reviews stating the lack of hospitality and rudeness to clients. I withdrew the request and went on to book another accommodation that seemed fit, active, and with more positive reviews.

It is when I entered the checkout process I realized that the rebooking credit, which was supposed to expire only after 72 hours, was no longer present.

The credit was refunded back to my original payment method, one that I requested against and one that the Airbnb agent agreed to!

When I inquired why my refund had been received back to the original payment method, which was my bank, they mentioned it was a "system error."

It was critical that the funds remained as credit and were not sent back, as doing so would ensure I am unable to access my funds for 13-14 days as advised by my bank, 13-14 days being the time period my banking institution takes to reinstate the "refund" into my balance.

To sum things up, a "system error" from Airbnb caused me to have no access to my funds for 13-14 days.

Why am I mentioning the time period? Because the proof of accommodation was crucial for visa purposes of the other guest that was included in the bookings and, as mentioned earlier, affects everything that was planned and paid for in regards to the trip.

As I was receiving support, responding, and having a back-and-forth as I disagreed to accept the illogical 20% rebooking coupon and an apology, the 20% rebooking coupon rendered itself useless as my funds were still tied up.

The case was at last escalated to a "Senior Case Manager" named Chelsea, who, according to the way she responded to me, would possibly be single-handedly responsible for tarnishing Airbnb’s good name, increasing the amount of loyal customers that once trusted Airbnb but now resort to alternate platforms, and costing Airbnb many more bookings.

This is why this "Senior Case Manager" Chelsea is possibly the worst employee hired by Airbnb:

1. She gave me an ultimatum, wanting me to get back to her within 2 hours and threatening to close the case if I failed to. Which is completely tyrannical and illogical, simply failing to have the aptitude to comprehend:
   a) That it was a "system error" as stated by the agent Mr. McLooney that perpetuated the whole issue, following the refund in the first place which was a result of Airbnb’s incompetency to rule out a deceptive and fraudulent listing.
   b) Lacking the aptitude to comprehend the existence of multiple time zones.

To destroy the final straw of hope I had for Airbnb, I noticed that she closed my customer support chain a further 55 minutes before her tyrannical 2-hour deadline!

Additionally, Chelsea, the senior manager, has violated the following terms of service:

Section 10: Booking Modifications, Cancellations, and Refunds
Airbnb commits to helping Guests find alternative accommodations in the event of a cancellation. By closing my case prematurely, Airbnb failed to uphold this commitment.

Section 14: Liability and Disclaimers
Airbnb states that it will “use commercially reasonable efforts to correct any errors” in the operation of the platform. Closing my case without resolving the issue violates this clause.

Section 15: Governing Law and Dispute Resolution
Airbnb encourages good-faith negotiations to resolve disputes. Closing my case before the deadline is a clear violation of this principle.

It would be an immense displeasure to make this case public to my close to 200,000 followers I have on social media, specifically Instagram, and expose this to the 1.2–3.5 million people I reach every month with my content.

As Airbnb is an organization I used to place all my trust in, even in critical cases like this, where time is of the extreme essence, I really want to give Airbnb another attempt to rectify this before I take any action to make this matter public.