Airbnb Arbitration Process

[Kevin Boyd]

I have had multiple issues with Airbnb over the past 6 months costing me over $20k. The issues have been cancellations outside of my cancellation policy (and Airbnb's extenuating circumstances policy), and guests claiming issues that were issued refunds. We had 4 cancellations on bookings made after 6/1. Airbnb awarded the guests  full refunds because they falsely claimed that my settings were set for flexible cancellations. They have also given guests 50% refunds on their entire stay for very minor issue. They will not provide me with evidence of the issue.

All that to say, I am thinking of going through the Aribitration process with Airbnb. Has anyone done this? My biggest fear is them delisting me if I go after them. Any advice would be appreciated.

[Robert Gilstrap]

@Kevin Boyd So I would agree  with you that if you can't get anywhere then arbitration is what you need to do. I honestly think that before you go that route you work the leadership resolution route.  Right now Airbnb has turned the corner and realized they have f*cked over too many hosts and that is going to cause them major problems moving forward. Write out a well documented email (minus the bitching and complaining) to their senior management team first and see where you get. You always have arbitration as a last resort. I've had luck doing the same and I can now that see that like most things in life it's all about who you know. Get to the right person and your problems disappear at Airbnb.

Off subject but slightly related...One of their head resolution guys told me that if I mention the word "safety" in any resolution that it immediately gets reviewed by a special team of people and things happen at light speed in the company right now in regards to "safety" issues. This is coming from a host who had a 4 person shooting/double homicide happen at one of my units so I'm talking from some experience.