How do you file a complaint against a host?

[Tammy37]

Had a confirmed booking, had already paid, then the host said he wanted $100 in cash on arrival as a surcharge.  We disagreed, but eventually cancelled, since we knew he would eventually cancel us out so he could gouge someone else.  

Because we cancelled, we have to eat the service charge.

Two questions:

1) how do we file a complaint against this host?

2) How can we petition to get the host to eat the service charge?

thanks,

Tammy

[Ann72]

@Derek157  He gave out your last name in his response to your review - I wonder if you can get Airbnb to remove that.

[Derek157]

Quite honestly Ann, I am not really concerned whether anybody reading my own reviews knows who I am, and if anybody wants to ask me any questions or challenge any of my statements I am happy to answer them.  But thanks for your concern.

[Cassandra186]

My experience with Airbnb... last message I sent to Airbnb below - would appreciate any advice this forum has to get my refund issue resolved - thx! 
“I have been trying for over 2 months to get my cleaning refund, which was promised to me, in writing, via Airbnb chat/text, by my host(s) (Re: Dallas Galleria Apartment, stay July 1-15, 2020). This refund was supposed to have been applied on July 4, 2020, due to me having to clean after check in. When the refund did not show in the Airbnb app, after 5 days, I contacted Airbnb on 7/9. The customer service agent (Tracey A) said she would forward my issue and I would hear back from someone soon. I waited another 9 days and called again on 7/18. I was told by customer service agent (Kristine H) that my issue was not forwarded correctly by the first agent and she would mark my complaint urgent and I would hear from someone soon (she indicated verbally a few days). I received a phone call, 11 days later, by customer service agent (Vannray W) on 7/29. He told me to reply to the Airbnb email thread and include any pictures of the Dallas Galleria Apartment. I sent the requested email, with pictures, that same day, 7/29. Vannray W told me on the phone, I should expect to hear from someone in a few days, but his follow up email said “as soon as possible”. I waited another week + and called Airbnb, on 8/7 and was given basically the same responses by another customer service agent, Anna A. It is now over a month from the last time I called and no one has bothered to get back with me. I called today, 9/9 and now I am unable to speak with a human being... the call was disconnected and I was sent a bot link. I am profoundly disappointed by Airbnb’s total lack of care or concern for my ongoing issue. I have spent in the last year, $20,000 dollars, with Airbnb and have been very well reviewed by previous hosts. After this experience with Airbnb, I cancelled in August, the last 2 upcoming trips I had previously booked from September through early January. I have been courteous through this whole process and do not deserve this treatment. I have lost confidence and will not use your platform again, until I get this issue resolved. I was a loyal Airbnb customer, but dealing with this lack of follow through over a simple cleaning refund is unacceptable. Is this really worth losing a loyal customer and future business? I am genuinely baffled by this whole experience. I will also send this response to the ongoing email thread, started on July 9, 2020. I hope someone from this company will take the small amount of time needed to reconcile this complaint. Thank you.”

[Sarah977]

@Cassandra186  I don't know if it would get your issue resolved, but one thing I can tell you is that a message to CS written like that will pretty much guarantee that you will be put on the back burner.

You have to make it easy for them, not send them long run-on paragraphs. Lay it out really simply, like this:

Refund issue. (I am a guest)

Return of cleaning fee due to me having to clean dirty unit on arrival.

Stay: July 1-15 Reservation code XXXX

Promised cleaning fee refund on July X, to be processed on July 4.

7/9  Called to CS. Told by agent Tracy case would be forwarded. 

7/18. Called again, due to no CS response. Spoke to Kristine H, who told me case had not been              forwarded correctly by previous agent.

Etc, etc.

Short sentences (forget your teachers drilling you about complete sentences, with subject, verb, and object 🙂 ), bullet point form, chronological order. Fine to put your last paragraph, stating your feeling about ever using Airbnb again at the end, but try to pare that down as well.

The important thing is to make the case timeline really easy to read. Many of these CS agents aren't even particularly fluent in English, and I believe that the simpler you ca make their job, the faster they will deal with it. Long messages in paragraph form probably get shuffled to the bottom of the pile.

Good luck, hope you are able to get a resolution.

[Cassandra186]

@Sarah977  Thank you for your time and advice - I appreciate it! 😊 I will make it more concise and resend. I hope it works. Although, everyone I spoke with, spoke perfect English - all but one, sounded American. Thanks again and have a great day!

[Cassandra186]

@Sarah977    The Bot link came back with a message that the case was closed.? I have in writing vía Airbnb app that the host promised to refund cleaning fee and I sent pictures of her dirty apartment. Wow. I can’t talk to anyone and the Bot won’t follow through either. How do I make a complaint against this host and Airbnb?

[Cassandra186]

September 28, 2020. Update. Shortly after I received the “case closed” response, I contacted Airbnb one more time. I just received a response that my cleaning fee has been processed and I received an emailed receipt of refund - just waiting for it to hit my CC. Yay!

Side note: I noticed in my chat section of my app that my chat with the host was removed?

 ... in the end, it doesn’t matter - just curious.

[Alina866]

Airbnb canceled mistakenly our trip a year ago, on the day we were supposed to check-in. I'm still struggling to recover the money... Airbnb needs some court time to answers questions from all the hosts and guests that are charged unfarly!

[Maurice209]

I confirmed a booking with some crooks called The Nightfall Group. They have a property labeled the "Modern Villa Los Angeles 4B5B."  Upon reservation, they asked me to give them an additional $2,000 for a security deposit. And $300 a day to heat up the pool. They ask for this outside of Airbnb. When I sent them the link to Airbnb policy they refunded my money. I contacted Airbnb to report this through the App and I also called and spoke to a representative named Kisha. So far it doesn't seem like Airbnb is taking this seriously. Well, at least that is my experience so far. So now I am out of $2,300 until I receive the funds back in my bank account, and I may not have the funds back in time to make another reservation. This really sucks!🙁

[Seb1534]

https://www.airbnb.com.au/rooms/43460257?source_impression_id=p3_1627002418_9AF8j6qKuDjydoXe&guests=...

This is a scam !! 

Your resolution center sucks 

I had to cancell my so called experience and yet when trying to resolve this ... I get nowhere as Host wont reply ... How is it possible that they can promote a service not deliver on the service and yet keep your money ?????????? 

Cancellation was due to covid lockdown no fault of my own - now i have to go to small claims court and Airbnb will not even send me details of host ... Scammmm 

[June239]

Airbnb resolution team is a big fat laughable joke..!!!!

They are here to look after the owners so they can get paid and bugger you customers.

I'm so sorry you had to experience so much money lost from greedy greedy greedy evil humans.

[Blair97]

I was hit with the same thing - there is an advertised price to pull people in to thinking that they are getting a great deal.  Then because of a line buried at the bottom of house rules that the host can charge anywhere between $75 - $1200 for extra hotel service fees that has to be paid before check in.  It is not up front where people can see it.  So I am sent with a $720 extra fee to pay or I can't check in.  I am scheduled to check in 7-13-21 

[Victoria1440]

Airbnb have been awful to us! The customer service team have been appalling, they always side with the host and treat customers as if we don’t matter. I’m so turned off Airbnb, the fact this global business can get away with this is disgusting. 

[Sarah977]

@Victoria1440  Airbnb customer support is indeed appalling, but no, they most certainly do not always side with the host, quite the opposite, although that may not have been the case for you.

They give equally terrible service to all their users, hosts and guests alike.

[Victoria1440]

It’s so disappointing, I am shocked that they can get away with this and provide terrible service to all users, hosts and guests.