Reported False Claim

[Audra-and-Lacey0]

I had a guest who tried multiple times to get out of her reservation / get money back, report a false claim of a gas leak 18 days after her stay.

The gas company came out and found no validity in her report. She then contacted AirBnB and without speaking with me they canceled an $1000 reservation that was supposed to check in 36 hours from the time of cancellation but did not make contact with the guest currently staying at the property or any of the 20 guests who had stayed since Nov. 6th. The case manager is refusing to answer any of my questions or speak with me on the phone. I provided a report from the gas company within the hour of when I received the e-mail notification of the claim from AirBnB but they still canceled the reservation that was supposed to check-in in 36 hours. 

She is stating they were taking proper precautions but didn't allow me time to submit the report (within an hour is pretty fast in my opinion), wouldn't speak with me directly on the phone, canceled a reservation that was over a day away and didn't even communicate the concern to the guest currently staying in the home with the reported gas leak which makes me question the statement that they were "taking proper precautions".

Would you escalate this further? I feel like this was an extremely rushed and punitive response with several holes in procedure for a claim someone made who stayed 18 days ago. 

[Anonymous · Accepted solution]

@Audra-and-Lacey0  It sounds like you would be in the right to escalate it further, as Airbnb has handled this horribly. But the question is, what result are you hoping to get?

If Airbnb refunded the guest who made a false complaint, I would fight to have your payback restored.

If an upcoming booking was wrongfully cancelled, I don't think that decision can be undone, but you should at least have your calendar unblocked for a replacement booking.

[Audra-and-Lacey0]

I am seeking compensation for the canceled reservation that would have checked in today. Their logic for cancellation makes ZERO sense and essentially $1000 has been removed last minute because of how poorly they've handled this situation. I am baffled how one person can make such a rushed decision with zero information. Just one claim can shut your whole operation down  instantly with zero evidence? I provided them the report within  45 minutes and they had already canceled. 

[Fred13]

A numbered timeline of events would be helpful, to show who did what, when. Just a thought.

[Anonymous]

@Audra-and-Lacey0 Based on your cancellation policy, what would your payout have been if that guest had cancelled 36 hours before check-in?