Hello everyone in here this is an urgent matter to me…!
Im going through a really tough situation right now where I haven’t been support or backup by Airbnb.
Here the situation:
I had a guest that book one of my shared listings for 12 days, and on day 10 at 10:30pm she was requesting a full refund because so many issues that she decided to expressed after 10 days. To begin with she came from Ohio to south Miami to get a plastic surgery, which she did and apparently she was released by her doctor and there is where everything started, in order to get 100 percent refund she claimed that she caught Covid at our listing which it was false because I ask her to provide me a positive test resulted and also requested her and her partner along with all the people on the listing to test them with a rapid test that we provide them and they refused it, she withdraw the requested because she new she was mitigating and open a new claim saying that she was hit by us and it was another lie because we have record cameras where we were talking with her partner and you can clearly hear when he said that first she didn’t have Covid neither physical aggression were involved, I had to call the police and make a report because they were trying us to get physical and we had to dialed 911. And last but no least she claimed discrimination saying that she was called B….ch and Ni..ga to her boyfriend who happen to be a minority like us. It happened to be that Airbnb after that they suspended our listing where she stayed at and then two days after they close the case and reopen our listing because the found that we were telling the true. It a week later the guest call again and Airbnb with taking a resolution decided to supe s our 21 LISTINGS, and today is the day 17 after the incident and we are still suspended and they are “ investigating “ we call everyday 4-9 times a day to get an answer and their response is “ THAT THEY WERE TRYING TO CONTACT US AND THE CALL HOES IN BLANK” we are two hosts with 2 existing working numbers on file and from the same phones we contact the customer support everyday and we do get in touch with then mmm but the SAFETY DEPARTMENT which is the one handling the case . We do receive automatics messages three times a week with the same message. If anyone here have and idea how we can contact the safety department please help us out. Over two weeks with our 21 listing suspended without taking a decision is not fair. We have been hosting over 4 years and we have a clean reputation in our business so our personal lives.
It is really frustrated that we have been calling everyday and we do not have any response or clarity in this matter. We have been Aldo begging them to contact us and replied them to every single message besides all the messages That we send every single day and there is still no answer from them.
