I have a case manager Acel who refunded my potential guest their full amount for an issue that was not my fault. They claimed they came to a road gate with two locks and could not get past it to get to my guest room. There is no gate. There are no locks on this fictitious gate. The problem I have is that I am a Superhost with over 100 guest reviews and probably 150 guest stays. My communication rating is 4.9 out of 5. And Airbnb stats state that my last 29 ratings for communication is 5 stars.
I have emailed Airbnb case manager Acel telling her there is no gate. I told her there is no review private/public that complains about or mentions a gate. My directions have not been modified and no where does it say..."hey...by the way, pass the GATE on your way to get here".
Now since the case manager Acel apparently wants to believe the potential guest over me, I said ok, fine, ask any random past guest of mine if they had to pass any sort of gate to get their guest room here. Choose any one you'd like. I said even choose the current guest who has stayed here for 3 nights in a row.
The frustrating thing is these case managers apparently do not have a supervisor to speak to. Because any one with any experience who looks at my status as a superhost, my communication ratings, and my overall ratings...the number of them and what I have been rated, would come to the conclusion that I as a superhost am not lying to Airbnb.
Also, what would be my motive? I want the revenue from these guests. That's the whole point of airbnb!
They need someone with more experience above the case managers to appeal these decisions.