Resolution Center - Can’t Access Case!

[Konstantinos197]

Hi there,

I am in the wrong end of a malicious reimbursement request from a host. The host started a case a few days after we left the place and requested an obscene amount of money claiming  complete lies. We sent our rebuttal to AirBnB and they told us that they will review the case and get back to us.

A few months later, we received an email saying that after careful review they believe we need to pay a fraction of the original amount. The email included the phrase:

“If you think we made a mistake, let us know by submitting an appeal.”

And it has a button to:

“Respond now”

Which… doesn’t work! We have tried from the app, copying the link to (all) browser(s), manually going to the resolution center and trying to click on the case and every time we get the website error:

“Something went wrong

Unfortunately, a server error prevented your request from being completed. Airbnb may be undergoing maintenance or your connection may have timed out. Please refresh the page or try again.”

Or from the app:

“Something went wrong

Please try again now.”

I tried accessing the case every day since I received the email without success and after about 2-3 weeks I got an email that on March 7th they will automatically pull money from my credit card if we don’t communicate with them…

What I have tried:

• Calling support: one person heard my entire story and reassured me that they would take care of it and remove the charge altogether — never happened
• Calling support again: the second person could not help me and said they don’t know why I can’t access the resolution center. Instead they advised me to reply to the email (which came from automated[at]airbnb.com so I am sure no one listens to responses) and that I would receive an answer within 24hours. That was 24hrs ago.

Can someone give any advice? Has anyone experienced anything similar? What am I to do in such a case? How can a host claim whatever they want and then Airbnb “force” me to pay?

tl;dr: AirBnB is threatening me that they will pull money from my credit card without letting me appeal a crazy hosts claims!

[Joan2709]

@Konstantinos197 

I believe you only have 60days after your checkout date to respond to a resolution center claim by a Host. Has more than 60days gone by from your checkout date?  This could be the reason why the respond now button doesn't work...just guessing here. If that is the case, you will have to work this out with Airbnb and the Host. 

BTW, if this is the review of your stay in October 2024, there were some pretty serious issues mentioned by the Host. I did see you had another negative review, but that was from 2023. 

[Konstantinos197]

Hi there, thank you for the response. Yes, that’s the one but it is baseless claims. Anyway, I am not here to argue the claim, that’s between me, AirBnB and the host.

I am just trying to figure out the technical issue with AirBnB. What I don’t understand is why I can’t access the resolution center case. I hear what you are saying about the 60 days. But we replied the first time, before the 60 days, and now there is a “new development” coming from AirBnB itself and they, via the described email, invited us to comment / appeal / pay but the link itself doesn’t work. That’s why I am confused. Moreover, I can access one past case about a refund request just fine — though I guess that one is closed so that might be different.

[Joan2709]

@Konstantinos197 

I would try contacting Airbnb after 7pm PT (US) as you are more likely to get a US based agent. Take screen shots of the error messages you get and provide those to customer service when you call them.