The guest is not responding

[Muslim4]

The guest isn't responding to my messages. His check-out is tomorrow, we agreed to contact on a previous day (today), so that he can confirm the time. He also told me he would think about extending his reservation and he'll let me know, but he's totally silent today. I wrote him in the Airbnb chat, to his Telegram, WhatsApp, called him a few times, but there is no response from him at all. That's the first time the guest is not responding during more than year of active hosting. Not really sure what to do, we agreed I come over tomorrow by 12 o'clock, however, he also told me he was going to confirm it today. 

Did you have same weird misbehavior? What do you usually do if a guest is silent? Any suggestions? What would you do in my place?

[Muslim4]

I called the police officer yesterday, but he didn't respond. I gave his number to the Airbnb support team. That'll be great if they can contact him. There is not yet information about reimbursement claim from the support, I should get it as soon as possible. They only responded again that they keep investigating in the report. No other information is provided.

Asking the support team again:

@Rebecca @Paula @Bhumika can you please provide the information on whether it is possible to get reimbursement and how to do that? Will I be able to get compensation if there's any property damage or stolen things if I start the reimbursement request after 14 days, is that possible? 

Thank you @Lorina14 

[Muslim4]

Unfortunately, Airbnb support doesn't respond to my questions regarding compensation for the nights that the listing is inactive. I asked many times, but they replied with general information that has nothing in common with the situation. I also asked them to clarify about that 14 days period for claiming reimbursement. They only let me know that they are investigating the issue for 48 hours which in fact lasts almost a week now. The information they provide is controversial. First they asked me to provide the police officer's number, the PD address etc., then after I gave them the number they are informing me they are unable to contact the police directly unless I submit another request to the Enforcement Portal. In my opinion, the situation is serious enough to act so slow and ineffective. I can attach screenshots of the support chat here, but I think moderators don't allow publish them here.

I'll keep in touch with the Airbnb support, but I am a little bit disappointed by how they work, hope they provide me with all necessary information - I need it as soon as possible.

[Muslim4]

I AM VERY DISAPPOINTED BY HOW AIRBNB SUPPORT WORKS.

THE RESPONSES TO THE MESSAGES I SENT THEM ARE DELAYED. SOMETIMES SUPPORT MANAGERS DON'T READ MY MESSAGES CAREFULLY, THEY DON'T UNDERSTAND WHAT I ASK THEM, SO I NEED TO RE-ASK THEM AGAIN.

I ASKED FOR REIMBURSEMENT FOR THE LISTING BEING BLOCKED BY THE POLICE, IT WAS SENT WITH THE WRONG DETAILS. THE BANK MADE A REFUND, SO AFTER I LET THE AIRBNB KNOW THEY STILL REFERING TO THE SAME INITIAL PAYOUT THEY SENT ME ON FEB 27. I AM TIRED TO EXPLAIN THEM THAT THE PAYOUT WAS RETURNED AND THEY NEED TO RE-INITIATE IT AGAIN, I LET THEM KNOW, BUT THEY KEEP SENDING ME THE SAME THING AGAIN.

THE PROPERTY DAMAGE FORM IS DELAYED BY ALEX FROM RESOLUTIONS CENTER. IT IS VERY SLOW - I NEED TO CONSTANTLY ASK THEM THE SAME THING OVER AND OVER AGAIN. WHEN I SIGNED THE HOST DAMAGE FORM - ALEX ASKED ME TO SEND IT AGAIN IN A NON-PDF FORMAT. NOW HE IS ASKING ME TO RE-SUBMIT THE FORM AGAIN.

WOW, I DIDN'T EXPECT SUCH A LOW QUALITY SUPPORT SERVICE FROM SUCH A HUGE WORLD FAMOUS COMPANY AS AIRBNB. THAT'S SAD.

[Lorina14]

@Muslim4 

Did you ever get things straightened out with your payment?

[Deborah265]

Check to see if the gas has a criminal record. In 6 months I found 11 guests had extensive criminal records. There are reports from hosts that people are recently released from prison for attempted murder or violent crime stayed in their place and they found this out only after the fact. Please let me know if you find out this person was a criminal and I'm going to add it to my list because I'm in litigation with them because of the distressing robbery I had from a Airbnb guest who was a career criminal burglar with 12 arrests