Just over 2 months ago I had a guests at my house when there was a big storm, that blew shutters off and caused leaks in the ceiling. The guests said they felt unsafe and had to leave the property. After they contacted me the following day, I agreed to give them a full refund.
A few weeks later when the next AirBNB statement came through I realized they had given the refund twice. I queried this and was told there was one refund that I gave and then the following day there was a second refund automatically processed by AirBNB because the guest had cancelled.
I suspect that refund went through without the usual refund policy checks because of the recent declaration of the COVID-19 outbreak.
On the first call, the AirBNB rep said they could see the issue and would look into it further. That call was automatically closed a few days later with no resolution - and no returning the extra funds taken from me.
I reopened the call, and after several days of insisting on a resolution, I was told it was an engineering issue and I had to close the call so it could be escalated to engineering???
Well a couple of weeks later I haven't heard from engineering or anyone else at AirBNB and I haven't seen the money they deducted from my payouts. How can I get attention to this and get what is owed. Engineering is an internal issue - this is an administrative/finance issue. Someone just needs to fix the transaction that is in error.
