@Catherin-Powell
Okay, here is the original message:
Hello Catherine,
I have typically found myself rather pleased with the support I have received from AirBnb-the few times Ive needed it. I began using AirBnb in 2015 internationally. And have also briefly hosted during COVID. Unfortunately, I found a need to raise awareness to the chain of individuals I have come in contact with of AirBnb staff during a recent event.
I experienced a stay where I, as directed, provided evidence of a host violating the ventilation step for cleaning as per policy. This information was immediately reported to AirBnb support. Although I was granted monetary compensation for my “trouble”, my greater concern has been ignored. 1. The host has still received payout for this violation. 2. This “final decision” made by a support ambassador did not at all address the matter. 3. Only 3/10 of the representatives I have spoken to since check-out seem to be aware of this policy step. Even those of the specialist team who handle cleanliness complaints. 4. And my answer seems to be summarized as: “more could have been done if you were still at the booking”. Or “ as the ‘final decision’ of the ambassador stated: “we only hold funds if your booking was incomplete but you completed the booking so we have no need to hold funds from the host.” Again, not addressing the concern at hand.
Which to be clear the concern is: the host has violated the 5-step process. She stated it herself. And yes, unfortunately this was found UPON my checking out. Should this leave me without confidence my concern is valid? Does this allow her to be paid because as a guest I did not have the choice to cancel any sooner? As I stated to each representative, I do not believe these policies are in place not to be enforced by AirBnb. I am not a forum user-by no means. I have no social media. However, I stumbled upon this option in an article you wrote and felt it was the one way to get to someone “outside” the help department. Because at this point it is the AirBnb staff that is of concern as well. I also feel that my health has been put at risk as well as others if this host is not addressed properly.
Thank you for your time and all your efforts Catherine!
