Good Afternoon. A couple of weeks ago I had a guest whose family member ran into some health problems while staying in my condo. This person asked if they could stay an extra two nights, and as a courtesy we offered her two nights at a discounted rate. she accepted the first night and I was able to add on a night for about a 50% discount. After the first extension, she decided that she wanted the second night as well. I called Airbnb and attempted to repeat what had been done the first night. I thought all was well until the guest, after checking out, notified me that she had been refunded the large portion of her stay. Apparently and Airbnb ambassador made a mistake and refunded over $5600!!!! I called immediately and was told the case would be escalated. Over the past nearly two weeks, it has gone through three Senior Case Specialists and I have not received the money back. I have been told, several days ago, that the guest was even willing to send the money back that was refunded. I still have not had this issue resolved and it has been nearly two weeks. I wake up anxious about this every day and all I hear from Airbnb is " my team is working on it". Does anyone know what this means? I keep getting sent to different specialists. Airbnb made the mistake, I am the one that is paying for it. Does anyone know what I can do beyond calling the Airbnb Superhost help line? Thank you in advance.
