Terrible customer service

[George1803]

Hi,

Has anyone else experienced having a dispute with a guest, speaking to Airbnb and getting advice from them only to follow that advice and then be penalised by receiving a vindictive and false review and then find out Airbnb said the complete opposite to the guest and even gave them a refund without recourse !?  

I can't quite believe that I reported the guest at the time, the Airbnb person told me I was in the right and even sent me a message stating the booking had been cancelled (even though the guest had left my property) and neither of us would be able to leave each other reviews. Then deny saying they had told me that even though I've sent a screenshot of the message. 

[Jenny]

Hi @George1803 

Sorry to hear about this.

I can see that one of my colleagues has already raised your concerns to the relevant team, and someone should have been in contact with you to provide further clarification.

Jenny

[George1803]

Thanks Jenny but all I've received are generic responses, not one of your colleagues has even addressed a single question or concern of mine. It's obvious to me why not as how could they possibly defend telling me to how to handle a complaint and then saying the complete opposite to the guest and refunding them?  I have written confirmation from Airbnb I "handled the complaint correctly and that the guest would not be able to leave a review."  It's indefensible hence nobody at Airbnb will talk to me. Beyond poor service from Airbnb.

[Mike-And-Jane0]

@George1803 sadly this seems to happen a lot. If the booking was cancelled then a refund will be given even if the cancellation (not in this case) is due to the guest breaking the rules.

[Karen3433]

Yup.  ONce I told Airbnb that I was afraid of the guest as they were being intimidating and waving their arms and talking in a loud angry voice.  I assume so they could get a free stay somehow complaining about a fake complaint that they could not drink the water.  I told them the water is tested regularly by the county and the state and 100 other houses were on the same county tested well.    I told Airbnb I was being yelled at and intimidated.  Their answer, "do you have proof"?  I asked Airbnb what proof they needed.  They said, do you have proof?  I said what kind of proof?   Around in circles.