Airbnb Do Not Support Small Business
They really don't care about experience providers...
What follows is a full transcript of a discussion regarding a guest who cancelled on the day and Airbnb refunded them despite me NOT being liable and me expecting payment for my time in any case. This was a minimum of five hours work, dealing with the ‘ambassadors’ at Airbnb. They do not know what they are doing. Eventually, and only because of my persistence, driven by anger, did I receive payment for the day PLUS £100 credit in way of some compensation.
Airbnb Support9:24 PM
Hi Andrew, let’s get you some help. We’re going to ask you some questions and then connect you with a member of our support team.
How can we help?
I need help with a listingI need help with something else
Andrew9:24 PM
I need help with something else
Airbnb Support9:25 PM
Thanks. Before we connect you, does this info solve your issue?
Fully refunding a guest
Fully refunding a guest
To refund a guest before their check-in date, go to their reservation and click or tap Issue refund. If your guest has a problem with an amenity during or after their stay, you can also get the refund process started in the Resolution Centre (and skip Community Support).
To refund a guest before their check-in date, go to their reservation and click or tap Issue refund. If your guest has a problem with an amenity during or after their stay, you can also get the refund process started in the Resolution Centre (and skip Community Support).
Andrew9:25 PM
No, connect me with a person
Airbnb Support9:25 PM
How would you like to connect with us?
Select a contact method
Andrew9:25 PM
Call us
Airbnb Support9:25 PM
Okay, here’s our number. The person who takes your call will be able to see everything you’ve already shared, but you can always add more details while you wait.
If you leave this message thread, you can get back to it from your Airbnb inbox.
Airbnb Support9:34 PM
Hi Andrew,
Thanks for taking the time to reach out. I'm going to forward your case to a member of our team who's in a better position to resolve this for you.
We can appreciate that this may have caused some inconvenience to you Andrew, so we're grateful for your patience.
Best regards,
Maria
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Airbnb Support9:51 PM
Hello Andrew,
This is Jan, your Support Ambassador from Airbnb. We were on the phone earlier.
To recap our phone call, you called to seek assistance with a guest requesting for a refund due to not being comfortable with your dog. I apologize for this unlikely circumstance and I'll be happy to help!
As discussed, I will be reaching out to the guest to explain the situation, and advise them that you are willing to provide a partial refund amounting to £106.
We thank you kindly for your graciousness despite having a strict cancellation policy.
As promised, I'll keep you posted within the next hour or two as I discuss this with the guest.
Should you have further queries, don't hesitate to let me know.
Warm regards,
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Airbnb Support11:46 PM
Hello Andrew,
To give you an update, I'm discussing the partial refund to the guest as we speak.
By any chance, is your dog a service animal? I want to let you know that it is best that you include in your Experience details that you will be with your dog when picking up guests for your Experience trips. I understand your situation, that is why I am providing tips on how to lessen situations like this.
This way, this reason won't be used against you like what your guest, Ayachi, is doing.
If your dog is indeed a service animal, kindly provide us documentation, so I can inform the guest and justify the refund amount.
I appreciate your understanding and cooperation, Andrew. Have a great evening.
Warm regards,
May 10, 2023
Airbnb Support4:30 AM
Your issue is important to us, so I want to let you know I won’t be able to respond to this query until tomorrow, 9 PM UK time.
Looking forward to your response with my query on the prior message.
All communications will be documented in this case.
Andrew7:46 AM
If the guests are being difficult then I am not minded to offer any refund. I offered a refund as a gesture of goodwill. In the UK it is normal for dogs to be taken on walks and any cultural issues around that are not a UK problem but a problem associated with the guests. I would advise that any guests not comfortable with dogs should not be booking walks in the UK as even if I had not taken my dog, which was in the rear boot area of the vehicle and the guest could have sat in the front seat, well away from the dog, we would come across many dogs on both wide and narrow paths and on and off the lead, throughout the whole of the walk. The guest refused to get into the car. I travelled to pick them up. I therefore used fuel and time in this. I was not able to gain any other paid work for the day. I think I have been reasonable. Please close this case.
Airbnb Support9:52 PM
Hello Andrew,
I apologize for the late response as I just got in the office.
Please understand I will do my best to secure your payout for this Experience reservation. However, I also need to impose the policies that we have. I will need your help here.
First, I need to know if your dog is a service animal. In the event that the dog is a service animal, we should be all set. Any refund will be your discretion.
Secondly, your listing details on the platform should specifically say that you will be bringing a pet to the adventure so that the guests are aware beforehand. This is in accordance to our Ground rules for Hosts, you may refer to this link,
https://www.airbnb.com/help/article/2895
I, personally, understand that you bring your dog along so that he can keep you company. I hope you understand the policies we need to impose.
Also, please follow my tip in updating your listing details so your guests are informed beforehand as there will be times that guests will find reasons to support their claim.
Looking forward to your reply.
Warm regards,
Andrew9:57 PM
No, I don't understand your policies. Guests coming to the UK must be prepared to observe the societal norms of the UK. I don't go to Saudi and get drunk, for example. The UK is a nation of dog owners, end of. And no I don't take my dog on walks for my company, I take my dog to ease interpersonal interaction with guests and for the enjoyment of younger guests. The clients on Wednesday cancelled on the day. End of story. Close this thread please and I do not agree to any refund.
Airbnb Support10:08 PM
I understand where you're coming from here. As a Host you must help them prepare for the societal norms as well. That is the reason I am suggesting for you to include this information on your listing details so there won't be complaints against your dog.
I hope you understand that I can only protect you from guests like these if you meet the two criteria,
1. Your dog is a service animal
2. Your guests are informed beforehand that you will be accompanied by your dog upon pick-up
Unless these are met, we will have to refund the guest of the full amount they paid.
Andrew10:14 PM
You will not! I expect to deal directly with a senior manager regarding this matter. This jeapordises this relationship and all of my experiences and future bookings. I was trying to help out by offering a part refund. I needed do nothing of the kind. Now because of their and your attitude I will not offer any refund. Yes I can add to my events a dog is sometimes present but as I've said that goes without saying as the English countryside is full of dogs and often other guests bring dogs too! I've really had enough of you guys, I've had so many reasons to complain. Have a senior manager call me at 9am tomorrow or after 4pm 07830381930
Airbnb Support10:21 PM
I sincerely apologize and please understand I have no negative intentions and only wish you well with my suggestions.
Guests come from all over the world and may not be familiar with the norm from where you are at. That is why it is best that you include in your details that you will be accompanied by your dog. This suggestion will prevent issues like this in the future.
As requested, I will be endorsing this to my supervisor. Your phone number and best time to call you are noted.
It was a pleasure assisting you and rest assured, this will be endorsed to my supervisor.
Have a great night, Andrew.
May 11, 2023
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Airbnb Support2:31 AM
Hello Andrew,
Just to let you know, we have processed the cancelation for the experience reservation we have been discussing.
This is now endorsed to my supervisor. You may raise your concerns to her.
Thank you for your time and have a great night.
Warm regards,
Andrew7:34 AM
You have no right to do that. The booking was not even for an event with a pick up. I agreed to pick up only because the clients did not read the description and thought that the event was in Cardiff and because I am a nice person, of which there seems to be very few about. This was an ongoing matter and you made a decision without the matter being resolved. So, we have a client that I went out of my way to enable a day for, that was unreasonable on the day and that was unreasonable when I offered to provide some portion of the fee as a refund, which according to my cancellation policy, I did not need to do. You then refunded the client, at my expense, for an event that they cancelled on the day. I reiterate they booked the event without reading the location description and out of my generosity I agreed to collect them from my hotel, I did not need to do that. How then should I be liable for my costs in the day? Here is the chat with the client...
Thank you for booking your waterfalls walk with me!
Do read through the event details and if you have any questions please do get in touch.
Here's looking forwards to another fine day chasing waterfalls :)
Andy Lamb.
Customers message detailing they made a mistake with the booking and now required a pick up:
’Ayachi
Is it not in cardiff
I will be staying in cardiff
Ayachi
Hi Andy ,
I thought the event is from Cardiff .. is there anyway we can start our trip from cardiff’
This is a VERY serious matter of trust now between a supplier and Airbnb. I
I expect an explanation today and a call from a senior manager, you have my details, and if there is no satisfactory resolution I will be minded to contact my solicitor.
Andrew5:21 PM
Why don't you have the courtesy to respond in UK business hours? So bloody rude!
Airbnb Support6:08 PM
Hello Andrew,
It was a pleasure speaking with you on the phone. My name is Barry the Airbnb Support Ambassador you spoke with regarding your concern.
Confirmation code for your Guest is TAT4W2YD. This ticket is already being worked on and one of our Managers will communicate with you.
All the Best,
Barry
Andrew6:43 PM
I'm still waiting. It's not difficult, Airbnb have messed up here. I expect this to be resolved this evening and sooner the better please. I'm waiting!!!
Andrew7:13 PM
Still bloody waiting!!!
May 12, 2023
Andrew8:08 AM
Still waiting!!!
Andrew8:56 AM
Right, just had a call of 45 minutes and chatted to two of your guys who were utterly useless. You just don't care about your event providers. The last advisor said that I will be called by a senior advisor within three hours. If that does not happen I will take further action immediately.
Airbnb Support8:58 AM
Hi Andrew,
My name is Paulo, I'm an Airbnb support ambassador and manager of your case.
I just received this case.
Thank you very much for contacting us and we are sorry for the delay and the situation.
As you requested, I am referring this case to a superior for proper attention.
You will be contacted as soon as possible.
Best Regards,,
Paulo
Andrew9:00 AM
Nope, within three hours, by phone, to +447830381930 or I will be taking further action.
It's a shame it has got to this but your systems are failed systems and promises are broken and you do not communicate effectively which makes event providers rightly angry. Up your game. Call me and sort this out!!!
Andrew11:03 AM
Two hours and nothing... One hour to go. I expect a manager to call me within the next hour to resolve the issue I have highlighted.
Airbnb Support11:11 AM
I understand everything you're saying and I'm sorry for the situation Andrew, but please understand that I'm just taking the case now. As I informed you, I immediately forwarded the case to the appropriate department. In this case, you will be contacted as soon as possible by a superior, as requested.
Andrew11:20 AM
You've got 40 minutes for a supervisor to respond. I've waited long enough. I'm standing by my phone. In the meantime please explain the delay and why my message of Wednesday early evening remains un-responded to.
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Andrew1:27 PM
I really do require a decision on this today. Why is it taking so long for you guys to agree that Airbnb have wrongly refunded the client and if you think that you were correct to explain fully why you believe so. Please Give me an answer by end of business, UK time, today, so 5pm. I also demand an apology for the way in which this case has been dealt with, both the refunding of the client whilst the case was still being discussed and then the radio silence for two and a half days, despite my increasing agitation and calls for you guys to respond. Thank you.
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Andrew3:22 PM
Ok, all you need do is respond with a yes or no, pay me is a yes, refund client is a no. Decision must be received by 5pm UK time
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Andrew5:33 PM
Seeing as there has been a failure to respond with any further information from the Airbnb side I fear that I will now have to take further action. Truly a stunning display of willful disregard for experience providers and a sorry tale of an overblown administration that cannot act, even if only to confirm if an action taken is within Airbnb rules or not. Utterly shameful, the lot of you!
May 13, 2023
Andrew8:30 AM
Now it's the 4th day and there is still no resolution. Either this is such a complex and impenetrable matter that your whole team is embedded in a conference room thrashing out the detail OR you are all incompetent. I'm leaning towards the latter theory but feel free to enlighten me...
May 15, 2023
Andrew7:18 AM
I'm confused. Not only do Airbnb staff have issues with communication, ie, there is no constructive communication, but they say one thing and do another. I have been told that the client was refunded for last Tuesday. I have also received payment for last Tuesday. Please explain and please read this thread and explain what the hell has been going on!
May 16, 2023
Airbnb Support7:49 AM
Hello Andrew.
This is Erimar, again.
Thank you very much for answering my call last Friday.
First of all let me apologize for the delay in my response, we have been experiencing a high volume of calls, plus I had to leave the office and did not have time to let you know I would be back today.
I have continued to investigate this situation related to TAT4W2YD - Ayachi Gupta's experience. We have been able to verify that your guest has asked you to cancel so as not to go on the experience that was cancelled on your behalf, however we have removed the cancellation on your behalf and removed the cancellation penalties.
You will receive the total amount of the experience according to the bank processing times which are 5 to 7 business days. I will leave you a link to our Help Center with related information:
When you’ll get your payout
https://www.airbnb.com/help/article/425
Let me know if there is anything else we can help you with. If not, we will consider the matter resolved. We will be at your disposal if you need us on the site:
www.airbnb.com/help.
Best regards.
Andrew6:29 PM
Absolutely unacceptable as a response and I would like you to pass this on to your supervisor please. Not only have you not investigated the matter and given me an explanation as to what happened and why, but you have not apologized for Airbnb's initial response and you do not even know the status of the payment, which has been received. I expect to hear from someone in authority on this matter at the earliest time please. I take further delays as a further kick in the teeth to a good and honest experience provider.
May 17, 2023
Airbnb Support8:04 AM
Hello Andrew,
Thank you for replying to my message.
As you told me previously the guest refused to attend the experience, the experience appeared cancelled in your name, however, the experience is no longer cancelled in your name because we were able to verify that it was the guest who did not attend and even requested the cancellation of the experience.
We apologize for informing you of the wrong processing times. What I meant to say is that you will not be penalized for this situation and that the payout you have already received will not be affected.
Let me know if there is anything else we can help you with. If not, we will consider the matter resolved. We will be at your disposal if you need us on the site:
www.airbnb.com/help.
Best regards.
Airbnb Support4:02 PM
Do you still need help?
No, all resolved.Yes, I still need help.
May 18, 2023
Andrew11:06 AM
Yes, I still need help.
Message from Airbnb Service
We're forwarding you to a team that can better assist you.
Andrew11:09 AM
I do not accept your explanation as enough to smooth over the days of hassle I have had to put up with. I want to know why the initial airbnb representative found in favour of the client, why you were not aware of all the details and failed to apologise for my wasted time, effort, and stress in this matter. An asked for apology is no apology at all. I want to know why days went by on two occassions before I receieved a response. You guys truly need to up your game. What is evidenced here is utter disdain for experience providers and chaos reigning strong at Airbnb HQ...
Airbnb Support11:29 AM
Hello Andrew,
As I told you in call I send you the following link.
We always want to hear from our Hosts, so if you’d like to give us feedback on this issue, our policies or your experience, you can do so at:
airbnb.com/help/feedback
I am glad to have helped you. Thank you for your kindness and understanding in this matter, it has been a pleasure talking to you.
We will close this communication. Feel free to write back if you have any further questions, we'll be here to help you, then select "No, I'm done" to close this message thread.
Thank you for being part of our community!Airbnb Support07:41
I understand that you reached out to us with concerns regarding your payout details and transaction history. I know how important this issue is for you since, this is your earnings as a Host. I apologized for the inconvenience that the situation has caused you. Nothing to worry, I’ll be more than happy to assist you!
I want to let you know that your active response will be highly appreciated, as I am part of the live chat team. This will help me know you are still connected. Also, feel free to let me know if you need more time during this interaction, as I am here to make sure you are fully supported.
Andrew07:41
OK
Airbnb Support07:42
To help you better Andres, I will be forwarding your case to our specialized team. Nothing to worry, they will be reaching out to you via messaging or phone call.
Andrew07:43
OK - how long will that take? I've had various issues with Airbnb 'specialised teams' in the past with long delays. I'd like this sorted this morning please.
Airbnb Support07:44
Thanks for taking the time to reach out. I'm going to forward your case to a member of our team who's in a better position to resolve this for you.
We can appreciate that this may have caused some inconvenience to you Andrew, so we're
Best regards,
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Andrew11:19
I asked what ought to be a simple question and I asked for a timeframe for you guys to get back to me. Please can you do this, I mean get back to me, asap. Thank you.
Andrew12:58
Just spoken to an advisor who had not looked into this in great detail. This is an ongoing issue resulting from a cancellation. I was promised that I would still receive payment for the cancelled by the client event. Not only am I still dealing with this, your staff do not seem to know what they are doing. I now DEMAND that the -188.80 be reversed from my account and as payment for the ongoing issues and wasted time in this case I expect an ex gratia payment of £100 to be added to my account for my time in this matter.
Andrew14:16
Still bloody waiting!!!
Andrew15:09
I've just had a call and the customer service representative has added the 188.80 back into my account. Thank you. However I demanded a £100 compensation for my time and this he was not able to do but he promised to send this matter to a supervisor and that a supervisor would call me by the end of this week (but not tomorrow as I am working remotely) to sek resolution for my hours of wasted time in this matter...
Airbnb Support15:11
Hi Andrew,
Good day! This is AL, one of the Support Ambassadors in Airbnb. Thank you for taking my call, and I was pleased to speak with you a while ago.
Please expect a call from one of my Supervisors with this day or maybe by Thursday or Friday.
My kindest regards,
AL
24 May 2023
Airbnb Support15:48
Hi, Andrew.
Thank you for reaching out to us. This is Jom, Al's Supervisor in Airbnb. My sincerest apologies for the delay in getting back to you. We are currently experiencing an unusually high volume of requests.
It had been raised to my attention that you had concerns with the Experience TAT4W2YD with Ayachi. I understand your situation and let me share all the information that may be helpful.
While it was kind of you to cancel on behalf of your guest, it’s best to leave it to them so you’re not penalized in any way. Next time, we recommend advising your guest to cancel their reservation using their own account.
If you would want to process a refund, we do have the Resolution Center that lets you request or send money for things related to your Airbnb trip. To open a refund or payment request, go to www.airbnb.com/resolutions.
For more information, you may refer to this link:
https://www.airbnb.com/help/article/767
For the compensation, I really wish there was a way for me to process your request as there is no reason for me not to help you with this. However, I really am sorry for the reason that my capabilities are limited too, and I am bound by the policies that we have.
Ml had also took action of correcting the error by releasing the payout for the mentioned reservation above. What I can do is to personally pass your thoughts onto our Management Team in the hopes that your experience can be used to help develop our policies and to improve our services.
Thank you very much for your patience on this and if you have any further questions please let me know as I would be more than happy to help you in any way I can!
Sincerely,
Jom
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Andrew22:02
What an utterly pathetic response. You open with wholly incorrect statements that in no way reflect the case. But first, I really don't give a ... about your unusually high requests. Further, I requested a call back from a supervisor not another useless message. I did not cancel on behalf of my clients. They put in a request for a refund. I offered a part refund through a discussion with the original airbnb advisor as your rubbish systems do not allow experience providers to do this. Then your advisor, after not completing a discussion with me refunded the clients in full despite me stating clearly that this was not to be done. Don't be patronising by stating that 'If you would want to process refund...'.Seeing as YOU have not read the threads and not understood the timeline of events in this case I have no faith in your abilities as a manager. Airbnb behaved as thieves in apologising and then retaining a £-188.80 on my account. If I had not checked the transaction history I might never have known. So we have issues with the original advisor, then the Spanish supervisor who took days to respond and then without apology, which I demanded and then they apologised but only because of the demand and they promised I would not be charged. And now issues with you. Please now escalate this issue to a SENIOR MANAGER at Airbnb and have them go over the threads and discussions and phone calls before having them CALL ME! Finally, what is wrong with you Airbnb staff? Not one has behaved well in this, except for the person who I chatted with about the £188.8 still be negative in my transaction history and it would seem as if you all cannot understand your own systems or expedite a simple experience providers issue. Shocking levels of maladministration prevail it seems.
25 May 2023
Andrew09:35
I've now received two calls from an advisor at airbnb and they can't hear me. There is nothing wrong with my phone. maybe it's because you are using wifi or something.
Airbnb Support10:03
Hi, Andrew.
This is Jom again from Airbnb and I tried to call you earlier, but I am unable to hear anyone from the other line.
Thank you for your response and I respect the thoughts you had shared. I had personally gone through all your interactions with my colleagues to ensure that I am able to provide all the information that you may need. Please be advised that the details about the Resolution Center was only a suggestion and a reference in the event that you will be willing to process a refund in the future.
We understand that the deduction for the cancellation was infuriating and as Al's supervisor, I made sure that the mistake was corrected by releasing the amount of £188.80 to your payout method.
I can definitely pass this to one of our Managers here, but just to set up expectations for you, we do have the same guidelines and process here. My immediate superior might provide you with an outcome that is the same as mine.
We appreciate you taking the time to let us know what you’re looking for — most of the improvements we make come from ideas and suggestions like yours, so I highly encourage you to have this feedback be officially sent to Airbnb through here:
https://www.airbnb.com/help/feedback
My sincere apologies for the inconvenience you have experienced. If you have other questions, please do not hesitate to let me know. Thank you in advance for understanding and for your patience.
Sincerely,
Jom
Andrew10:16
I won't be happy until I am compensated for the ongoing mismanagement of my hosting needs by Airbnb staff. If you had personally gone through all of my interaction then you would have been aware that the client in the first instance requested a refund and that I was generously, as they cancelled on the day, messaging Airbnb with the intention of offering a part refund. Your initial advisor ignored my chat and independently made a full refund to the client which, eventually, the Spanish supervisor apologised for and agreed that the initial advisor had been incorrect and promised that I would not be debited for the refund and that I would receive payment in full for the day. Upon investigating I noted that I was still going to be debited for the refund. This is mismanagement on a gross scale by the Spanish advisor. I note that Airbnb have apologised and made good the mistakes regarding payment and I also note that your understanding of events in this matter were so poor as to once again raise my hackles and have me spitting straw. I have had to put in hours of work to get to this place when there really ought to have been no argument and I ought to have been listened to and, despite what you might say about your protocols and how your hands are tied, I therefore demand reperations for my time and stress in this matter. I think £100 should do it and this could be as an ex gratia payment or waiving of fees from some future bookings. This is what I expect and in my experience it is normal business practice for companies that mess up big time to offer such as compensation. If you can't deal with this then I demand that you send this up to a senior supervisor.
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Airbnb Support19:26
Hi Andrew,
This is Ronamae, one of the managers here in Airbnb. Your case has been forwarded and I understand that you are seeking for a compensation due to the inconvenience that you had with our platform. We totally understand your frustration on this, but in line with your request we cannot provide compensation monetarily on this case, and as a final exemption to this I will be providing $100 coupon as a final compensation to this matter.
Please let me know if you preferred to be contacted tomorrow.
Sincerely,
Andrew20:07
I am able to be contacted tomorrow. What I would really like is compensation for my extreme inconvenience and an explanation for the many mistakes made by Airbnb staff and even yesterday the timeline of events was still being totally misrepresented by a so-called senior manager. I accept that you guys will never explain why the original ambassador made the decision he did and why it took days of waiting for responses and why the Spanish supervisor promised me one thing and apoligised only after me demanding the apology and then doing the opposite of what she had promised and then the supervisor yesterday completely not understanding the issues and demonstrating that he was weighing in without having read any of the thread transcripts. You you know you should explain why these things happened, you might learn something. Yes, I will accept a £100 coupon I assume for use by me against accommodation. It's not good enough but I guess it will have to do.
26 May 2023
Andrew18:49
But I wasn't contacted today. So, are you going to provide me with a voucher for £100 and lets see the end of this, or not?
29 May 2023
Andrew09:21
It's the 29th May today. Just letting you know that leaving a message thread hanging for days is partly why we are here. That happened twice prior to me receiving an apology from you guys and now, in the closing stages of this thread you have done it again. You know that is ever so poor don;t you and that now you'll have to apologise again. That is why I do not ever accept apologies from Airbnb. They are meaningless.
30 May 2023
Andrew08:30
Still waiting...
Andrew17:18
End of business today and STILL WAITING...
Airbnb Support18:11
Your coupon code is: (hidden)
This £100.00 coupon expires 2024-05-31 and is good for a single use on a Homes reservation on Airbnb. It can't be combined with any other offers or used for previous or existing reservations.
Additional information on how to use your coupon can be found here: https://www.airbnb.com/help/article/160
You may also visit our Help Center to read about coupon code restrictions:
airbnb.com/help/article/1352
Airbnb Support18:20
Hi Andre,
I am sorry for the late revert. I just forwarded your case to the right department to review the phone calls that you had with us to ensure that all of your feedback will be address accordingly and necessary actions will be taken inline with our internal policy. I may not have the authority to disclose it but the assurance here is will take actions to it. I am thankful for the feedback that you raised with us, because it can help us to improve our customer service.
I also provided the coupon as a one time exemption to our policy due to previous mishandling of your case.
Thank you.
1 Jun 2023
Airbnb Support19:07
Do you still need help?
No, all resolved.Yes, I still need help.
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Airbnb Support19:24
Hi Andrew,
Let me apologize again for the inconvenience, and this message will just inform you that I will be closing this case now. Feel free to reach back for any assistance needed. Again, we acknowledge the feedback that you provided, and thank you for letting us know about this.
Sincerely,
Ronamae/Airbnb Manager
