@Maggie277
Hi Maggie, this issue is being worked on at the moment!
What has happened here is, the way Airbnb traditionally operated was, guests were given a property address and details as soon as they booked. Airbnb did alter that late last year after complaints from hosts that guests were booking, receiving precise property details and were then, for one reason or another, cancelling their booking with details like entry codes and other sensitive information that had already been given, in their possession! Some even did this in an attempt to simply bypass Airbnb.
The policy then became, house rules and property details would be provided to a confirmed reservation 36-48 hours prior to the commencement of the stay. There has been such a dramatic backlash from booked guests complaining they have no stay details.....the stay is about to commence and they have no address..... no contact with the owner, the complaints were of such a substantial number that Airbnb have gone part way back to the original model until something else can be worked out.
You have in the first instance got onto an CX who was not entirely helpful or understanding, but was at least up with the current ruling unlike quite a few of them, But to be fair changes to the platform are happening at such a rate that CX don't get a chance to keep their templates up to date.
I am glad you got a neutral cancellation in the end Maggie, you are much better off without a guest like that. Guests who wish to take advantage of and stretch the rules, never make good guests.
Good luck Maggie and I hope its a long time before you strike another like that again.
Just one last point, when you make an approach to customer support a ticket will be opened with your issue. That ticket will remain open until it is closed to either to the satisfaction of both parties or CX, through guidelines, chooses to close it. But while that ticket remains open any subsequent contact is directed straight back to that agent!
If you feel you are not getting adequate attention to your problem and CX are not prepared to pass your ticket on to a higher level of help, thank the agent for their help and ask them to close the case. When that is done, make a new complaint and that way you will get a fresh pair of eyes looking at your problem. Be polite and passive in the way you talk to them, remember they are getting their heads ripped off all day and when someone nice comes along it is like a breath of fresh air to them and they do lower their barriers and go in to bat for you!
Cheers......Rob
