Guest was refunded with no reason

[George1920]

Dear all 
my  guest  asked for a refund of 690 euro and for some reason the Airbnb support gave it to him...

- with out letting me know the exact reason

-with out showing me any proof of guest documentation of what he claimed in order to receive the refund of 690 euro

- with out asking from me any documentation to proof the opposite (as they did not even tell me the specific reason that he was refunded)

- with out involving the resolution center

- with out the guest to contact me to tell me what was the problem and try to find a solution as the following article says https://www.airbnb.com/help/article/544

- same time I have been constantly asking for answers from Airbnb support 12 days now and I dont receive any answer back

-The same time AND MOST IMPORTANT !!!!!!!!!!!!!!!!! the guests original reservation was from 1 to 7 of August and while guest departed and refunded on the 3nd... Airbnb keep on having his reservation valid on my calendar till the original date of departure (the 7th of August) so I was not able to get booked again for the remaining dates that guest left and kept my house empty at the most peak of our high season…

HOW CAN  ALL THIS BE POSSIBLE ????

[Bhumika]

Hi @George1920 , I am sorry to hear about your experience. Since you posted a while ago, did you hear back from the Support team or managed to get in touch with them regarding your concerns again? Keep us posted!

[George1920]

Hi, 

I believe that through my post over here we managed to move the right people  and after 3 weeks exchanging endless messages  with  ""  27  ""  !!!!       support ambassadors that the kept passing me from one ambassador to the other during the most peak of high season, we managed to receive back the payment that was  refunded to guest by a mistake from a specific ambassador that created this mess. 

The truth is that the time I lost with all this endless messages with all 27 ambassadors was a very frustrating and stressed me up so much, the same time as I said it was the most busy period and I had to make sure that all of my other guests have to be satisfied as I run 12 listings on Airbnb and other platforms...

It was a very challenging experience that I want soon to forget!

Last but not least.. I would like to say that the first part of my problem (to get my payment back) was successfully done, but there is an other part that Airbnb has to take care of as well, the most important of all !!!  To do what they have to do with that ambassador that created all this, in such a clumsy &  bad, way,  so it will not happen to anyone again. 

Thank you for your help community support