Superhost criteria

[Chris13007]

Hi

We fully support the Superhost criteria.

However, the Airbnb system has recorded us cancelling a guest when I have shown them texts proving that the guest agreed to cancel (because we had to remind them back in 2021 that they weren't allowed to travel).

I've had numerous conversations with support where they keep reiterating that we've failed that year on the Cancellation criterion. They don't seem to have the will/ability to consider extenuating circumstances or a system error. 

Is there any way to escalate this and make a complaint? 

(The Feedback option doesn't attract any reply)

Thx,

Chris

[Mike-And-Jane0]

@Chris13007 I am confused - The system still shows you as a superhost which would not be the case if the cancellation was counted against you (given that you need less than 1% cancellations)

[Chris13007]

We're confirmed as Superhosts for the last 2 years, but this "cancellation" was in Dec 20, so has compromised our ratings for 2021. There were no implications of the cancellation (fee etc.) but it evidently prevented us from qualifying for the $100 reward coupon for that full year's Superhost status.
Have now had another conversation with someone in the support team - Marios - who was excellent and who I'm hoping will be able to escalate this and make good on the coupon once it's been confirmed that either we or the guest had to cancel because of Covid regulations at that time. At the time we didn't know about the reward coupons, so hadn't raised a query then.

Will update here on the result..

[Mike-And-Jane0]

@Chris13007 OMG you are chasing an issue from 2020? This is beyond even my wildest understanding. Let's say they retrospectively award your Dec 2020 coupon - Guess what - it expires in Dec 2021 so you will have achieved nothing.

[Chris13007]

Well, maybe they'll extend the expiry....

[Mike-And-Jane0]

@Chris13007 if they do I hope you spend your coupon wisely. Hosts in Ukraine are very appreciative if you book with them and it's a small thing to do given what they are going through at present.

[Chris13007]

Despite recognising the "cancellation" as a system "error", airbnb will not retrospectively award the coupon, partly because we didn't stay in any airbnb properties that year. Go figure!

[Mike-And-Jane0]

@Chris13007 I guess there is some logic there at least.