Not receiving a proper response from air bnb; rather the same pre answered response each time we contacted them with our terrible experience.

[Arlette150]

we are seniors who were put in a very frightening experience in Tampa Florida, (and i do mean our lives) and all we ever received was a particial payment from Air BNB, no total refund and the response i kept receiving is that Air bnb had tried calling my cell , received no answer and the case was now closed.(I never received the call back and have never seen any record of an attempt on my cell). When I did a google earth search the property was not even close to what was advertised by this "Super host" BEWARE!! Remember fellow Canadians they are allowed to carry arms in the USA and will use them. 

[Helen427]

@Arlette150 

It sounds like you have been subjected to a dishonest sub contracted to Airbnb Business Process Outsource (BPO).

Please ensure you report the Agents name and details to the SEC and appropriate division of Financial and Organized crime because the lies of claiming to have tried phoning a person when they clearly have not, is not acting in Good Faith nor are they being honest yet they still get paid.

They appear to be acting in breach of contractual obligations treating you so abhorrently.

It's long overdue these issues are addressed as there have been recent arrests and call centers shut down for Dishonesty offences.

[Lorina14]

@Arlette150 

I’m sorry to hear about your experience. Sometimes cases get closed without resolution when an agent leaves their shift (it appears this is so or they close it to perhaps meet a closed ticket quota) as I’ve had that experience where I’ve had to call back and cite the previous ticket number to another agent so they can reopen the case and work on my issue or at least reference the case when they are writing things up. 

@Rebecca @Elisa @Alex (community managers who moderate the board but are not directly customer support) can you please assist Arlette with her recent frightening guest stay in an Airbnb? 

[Rebecca]

Hello @Arlette150 👋

I'm so sorry to read this - thank you @Lorina14 for the tag here. I've send you a direct message with some more information. 

In the meantime, have you heard anything further from the customer support team about this? 

[Joan2709]

@Arlette150 

So sorry this happened...

Not sure what we can assist with as you didn't provide details as to the situation involved? Not sure why Airbnb wouldn't help you get a full refund if you felt threatened for your life? Was law enforcement involved in your situation? Could you provide a copy of the police report to Airbnb? If we had some more information, we could possibly assist more.

Did you actually start the stay at the Airbnb in question, then leave due to security concerns? If so, you can also leave an honest review of the Host on the platform.

You have experienced the same issues with Airbnb CS that Hosts do. I would continue to persist and get a case number you can keep referring back to if they close the case without resolving so the next Agent can review it. It's best to try and reach US-based customer service late in the evening from 7pm onward instead of normal working hours.