I am writing to formally express my dissatisfaction and seek immediate resolution regarding the distressing situation I have been subjected to due to the failure of Airbnb's support team in handling a serious matter concerning my property and my health. As a host, I have encountered severe issues that have resulted in both financial and emotional hardship, culminating in my hospitalization.
Since 10 September 2024, my guest Lili remained have unauthorized access to my property beyond the agreed rental period. Despite my repeated requests for assistance in resolving this situation, Airbnb's support team failed to adequately address the issue, resulting in my inability to access my own property. As a direct consequence, I have been rendered homeless since September 10, 2024.
At one point, Airbnb promised to provide hotel accommodation and meal support(50 usd) during this ordeal, as well as to cover the costs associated with changing the locks on my property. However, despite these initial commitments, Airbnb later reneged on the offer, leaving me without the promised assistance and without access to my own home.
The distress caused by the situation was exacerbated by an encounter with Airbnb's customer service. In my last communication with Airbnb support, the representative I spoke with was unnecessarily rude, unsupportive, and judgmental. This inappropriate treatment further contributed to the mental distress I was already experiencing due to my homelessness, and I ultimately required hospitalization due to the psychological toll it took on me.
In addition to the above, I have made multiple requests for legal counsel contact or assistance in resolving this situation, all of which have been ignored or denied. The lack of support in this regard has left me feeling powerless and without recourse, further aggravating the situation.
Given the severity of this situation, I am formally requesting the following actions from Airbnb:
1. Immediate reimbursement for all hotel and meal expenses incurred as a result of being displaced from my property.
2. Immediate payment for the cost of changing the locks on my property, as previously agreed.
3. Compensation for emotional distress and financial losses, including lost income as a result of being unable to rent out my property during this time.
If Airbnb fails to address these demands within 3 business days of receipt of this letter, I will have no choice but to explore all available legal avenues, including filing a formal complaint with relevant consumer protection agencies and pursuing legal action for breach of contract, negligence, and emotional distress.
Sincerely,
Fiona chan - host
