Help me with this:
I received two messages from Airbnb customer service regarding one of my guest. 
Here is the first followed by the second: 
Hi Sean, Hope this message finds you well. I am unable to attempt to establish the contact with you due to outside calling hours.

Your Guest had established the contact with us & requested to resolve the Parking issue, which you had already mentioned as available in your listing. Would you please let us know your thoughts regarding this & we will keep you posted with the most appropriate possible resolution that can do in this case. I appreciate your prompt attention to this concern & your opinion on this case matters a lot for us.

Please do not hesitate to reach back to us, if you need any further assistance from us. We are available 24 X 7, you can reach to us anytime you want. We are here with you all throughout your Airbnb journey & happy to assist you. We also have a Help Center to serve you at www.airbnb.com/help.

Best Regards,
Airbnb
Second message from Airbnb:
Second: 
Hi Sean, Hope this message finds you well. I am unable to attempt to establish the contact with you due to outside calling hours.

Your Guest had established the contact with us & requested to cancel the Reservation booking HMBEYQDSNJ along with a Full Refund of the Amount due to non-availability of Parking at the Free of any Cost, which you had already mentioned as available in your listing. Your Guest is already entitled for the refund against impacted nights.

You may provide the explicit confirmation of your kind authorization to cancel this reservation booking & proceed further for a full refund of the amount to your guest on this message thread. I appreciate your prompt attention to this concern & more than happy to process post your kind approval.

Meanwhile, please note that, you may modify the dates of your stay or the number of guests, at your fingertips. Just visit our Help Center article for more information https://www.airbnb.com/help/article/3121 & follow the instructions. After the acceptance by your guest, the unspent nights will be refunded back & your payout will be adjusted accordingly. Also, your calendar will be unblocked for unspent nights to receive fresh booking inquiries. Moreover, the alteration won’t have any adverse impact on your SuperHost status & cancellation policy is non-applicable for alteration.

Please do not hesitate to reach back to us, if you need any further assistance from us. We are available 24 X 7, you can reach to us anytime you want. We are here with you all throughout your Airbnb journey & happy to assist you. We also have a Help Center to serve you at www.airbnb.com/help.

Best Regards,
Airbnb

Now help me with My response to the guest himself, and After that, help me draft a response to Airbnb customer service,I’m not planning on refunding, he can do an early termination if he would like for a month, I’ll charge him for a month and refund the rest. And also Boston has no free parking, but I offer free street parking on the street to my guest, which the guest Jorge got told when he arrived on day 1 and agreed. 

Here is my draft text message to Jorge: 
Good morning Jorge
I received a message from Airbnb regarding an issue with the heat and the parking.
The heater has been turned on, there is an additional heater space in your closet for additional heat free of charge. 
For the parking, my brother went through everything with you the day you arrived and has informed you it’s street parking free of charge for all the residents of Bakersfield. Boston usually charges street cleaning or ask for a yearly resident sticker. 
I was confused from the message from Airbnb so I wanted to reach out to you to find a resolution 
My brother is on site to check the heater and could help you with anything you need. 
Let me know 
Sean

Now generate two text, polish my text to Jorge based on the issue 
Then respond to Airbnb customer service 

**Message to Jorge**

Good morning, Jorge.

I received a message from Airbnb regarding some concerns with the heat and parking. I wanted to clarify and address these to make sure everything is set for your stay.

The heating system has been turned on, and there’s an additional space heater in your closet for extra warmth, available to you at no extra charge.

As for parking, my brother walked you through the options on the day you arrived. Boston doesn’t generally offer free designated parking, but the street parking is free for all residents in this area, as we shared with you on arrival.

If you need any further assistance, my brother is on-site and can help ensure everything is in order. Please feel free to reach out with any additional concerns, and we’ll do our best to make sure you’re comfortable.

Best,
Sean

**Response to Airbnb Customer Service**

Hi Airbnb Support,

Thank you for reaching out. I’d like to clarify the situation with the guest’s concerns about parking.

Per my listing, I offer free street parking for guests, which is the local standard here in Boston. My brother informed Jorge about this arrangement upon his arrival, and he agreed at that time. Boston does not offer free designated parking, so the street parking provided aligns with what is indicated in my listing.

Regarding the guest’s request to cancel and receive a full refund, I am happy to accommodate an early termination instead, following my policy. I would charge for one month of his stay and issue a refund for any remaining nights thereafter.

Please proceed accordingly and let me know if there’s anything else I can clarify.

Best regards,
Sean

**Response to Airbnb Customer Service**

Hi Airbnb Support,

Thank you for reaching out. I’d like to clarify the situation with the guest’s concerns about parking.

Per my listing, I offer free street parking for guests, which is the local standard here in Boston. My brother informed Jorge about this arrangement upon his arrival, and he agreed at that time. Boston does not offer free designated parking, so the street parking provided aligns with what is indicated in my listing.

Regarding the guest’s request to cancel and receive a full refund, I am happy to accommodate an early termination instead, following my policy. I would charge for one month of his stay and issue a refund for any remaining nights thereafter.

Please proceed accordingly and let me know if there’s anything else I can clarify.

Best regards,
Sean

**Response to Airbnb Customer Service**

Hello Airbnb Support,

Thank you for reaching out. I’d like to clarify the situation regarding my guest’s concerns about both parking and heating.

Before the guest, Jorge, checked in, I directly communicated with him to explain the parking arrangement. Here’s the message I sent prior to his arrival:

“Hello,
There are free parking spots on the street. It’s not a private garage. When you arrive, you can park anywhere on the street. There are signs indicating street cleaning, which happens twice a week on one side of the street. Please let me know if there’s anything else I can assist you with.
Sean”

Additionally, my brother, who was on-site for check-in, went over this information with Jorge in person upon his arrival. Boston generally does not offer free designated parking, so the street parking provided aligns with what I communicated and what is listed in my Airbnb description.

Regarding the heating, the main heating system has been turned on, and there is an additional space heater in the closet for extra warmth, which I have provided at no extra charge.

As a Superhost, I prioritize my guests’ experience by ensuring they’re well-informed and comfortable. If Jorge would like an early checkout, I’m open to a flexible termination, charging for the month and refunding any remaining nights. However, given the clear communication we provided, I am not prepared to issue a full refund for his entire stay.

Please let me know if there’s anything else I can clarify or if additional documentation would help in this matter.

Thank you,
Sean

The guest is still complaining and I can tell he’s lying. This is the message I received from Airbnb this morning:

Hi there Sean, I am reaching out today since  your guest, Jorgem, keeps complaining about the heat. This is what he said: 

Jorge R. 9:14 AM GMT-5
Yesterday his brother was, but he didn't want to talk about this issue. No one taught me how to use any thermostats. They have set up an electric radiator that is not working. I answer the messages and if they want tomorrow it is easier for me, in weekdays it is not easy my day to day. I called him but it leaves me out of call
-----------------
Hi there Sean, I am reaching out today since  your guest, Jorgem, keeps complaining about the heat. This is what he said: 

Jorge R. 9:14 AM GMT-5
Ayer ha estado su hermano, pero no quiso hablar de este tema. Nadie me ha enseñado a usar ningún termostato. Han puesto un radiador eléctrico que no funciona. Respondo los mensajes y si quieren mañana es más fácil para mí, en semana no es sencillo mi día a día. Le he llamado pero me deja fuera de llamada.

I have been telling him about an alteration on dates. He once asked us to cancel the reservation with full refund, which is not viable. 

I offered him an alteration, for him to leave sooner. He has not responded yet, but I am updating you just in case.

This is my response:

Hello 
Thank you for your message 
Communication is one of the key of my business.
-Yesterday my brother went to the property to make sure the general heat works, on the top of that, he installed an additional heater and set the temperature to 69F adjustable higher or lower depending on his comfort. The room was pretty warm when he left.
-the guest talked about the issue and my brother while he was talking to other tenants, my brother kindly explained he fixed it and it’s working perfectly and for any additional issue please contact Sean which is normal because my brother cannot discuss my business in front of other tenants. 
- the heater has a remote on the side to increase or decrease the heat level.
- Jorge called me this morning and thank me for the heat and told me it was very nice and warm during the night. But this morning was a bit cooler. I explained to him he can adjust the temperature to his liking and please reduce the temperature when heading out (out of the house) to save electricity.
I’m not sure if it’s a language barrier but i took my time to explain to him and even told him my brother will take a picture of the thermostat to show him how to adjust which is very easy.
- the guest has been complaining in a perfectly harmonious house, I don’t want the other guests to be uncomfortable. If he really dislike the place or could find better, I can charge him for a month and refund the rest for an early termination 
The comfort of everybody in the house is my top priority. And I’ve hosted this room he’s currently in for 1 year with no issues
Thank you for helping me on this 
Sean 

**Response to Airbnb Customer Service**

Hello,

Thank you for your message and for keeping me updated on this matter. I value clear and consistent communication as an essential part of my business, so I’d like to address Jorge’s concerns in detail.
1. **Heating Situation:**
• Yesterday, my brother visited the property to ensure that the central heating system was functioning properly. In addition, he installed a supplemental electric space heater in Jorge’s room and set it to a comfortable 69°F. The temperature is adjustable, and the room was warm when my brother left.
• Jorge brought up the heating issue while my brother was addressing other tenants. My brother kindly explained that the issue had been resolved and reminded Jorge to contact me directly for any further assistance. This approach was necessary to maintain privacy and professionalism in front of other tenants.
2. **Thermostat Use:**
• The space heater in Jorge’s room has a remote control on the side to adjust the temperature easily.
• Jorge called me this morning to thank me, saying the room was warm overnight but felt cooler in the morning. I explained how to adjust the temperature and reminded him to lower the heat when leaving the house to conserve electricity. I also instructed my brother to take a picture of the thermostat and share it with Jorge to make the process even easier.
3. **Guest Behavior:**
• Jorge has been voicing complaints in a home that has otherwise been harmonious. This room has been rented out for over a year with no prior issues. His ongoing dissatisfaction risks creating discomfort for other tenants, which I must avoid.
• If Jorge genuinely dislikes the property or believes he can find better accommodations, I’m willing to offer an early termination. I will charge him for one month and refund any remaining balance for the unspent nights.

My priority is ensuring a comfortable and pleasant experience for all my guests, and I’ve made every effort to address Jorge’s concerns fairly and promptly. I appreciate your understanding and support in this matter.

Thank you,
Sean

**Hi Jorge,**

Yes, the house has a general heating system set to 72°F. If the temperature in the house drops below this, the heating system will automatically kick in to maintain a comfortable temperature.

I also received your complaint from Airbnb, and I want to apologize for any inconvenience this may have caused. To address your concerns, I’ve let them know that if you’re not satisfied with your stay, I completely understand and am willing to offer you an early checkout option.

You can look for another place and move out by **December 1st at 11 a.m.** You’ll only be charged for one month, and I’ll make sure Airbnb processes a refund for any unspent nights.

In the meantime, please let me know if the heat is working for you tonight. Even if you decide to leave, I want to ensure your remaining nights are as comfortable as possible before your departure.

Let me know how you’d like to proceed, and if you choose to leave early, I’ll update your stay dates to December 1st and reopen my calendar.

Have a good evening,
Sean

Jorge cancelled 
I went with Airbnb back and forth for a while without resolution 
At the end Airbnb said we cannot change his book for January 1st because it’s a 91 days minimum 
I informed Jorge he said ok
And informed him if he wants to leave he’ll have to pay the whole 92 days booked since Airbnb are saying he cannot leave January 1st he will have to leave February 1st otherwise it’s no refundable and Airbnb won’t refund January 1st to February 1st if he leaves. 
He said if he cancel Airbnb will only charge him 30 days which might be beneficial for him 
I told him it doesn’t make sense but he should contact Airbnb for additional information 
And couple days after he cancelled
And no Airbnb debited my account as resolution adjustment which I don’t know what it is and no one contacted me for this  as a debit of 1976.64 which I have no idea what it is and I never said the guest will be getting a refund. 
Can you generate a message for Airbnb to resolve this, and refund my money and on the top of that, they told me the guest couldn’t cancel and I’ll get January money also even if he cancel. So this is beyond upsetting and I need to pay my staff which my account is now negative because of this:
**Subject:** Urgent: Unresolved Issue and Unauthorized Debit of $1,976.64

Hello,

I hope this message finds you well. I am reaching out regarding a highly frustrating and unresolved situation that has impacted both my account and my ability to operate my business effectively.

Here is a summary of what transpired:
1. My guest, Jorge, initially requested to leave on January 1st, but I was informed by Airbnb that the booking could not be changed due to the 91-day minimum stay policy. Based on this, I informed Jorge that if he decided to leave early, he would still be responsible for the entire booking period through February 1st, as per Airbnb’s guidance.
2. Jorge then decided to cancel his reservation, and I explicitly told him to contact Airbnb for additional clarification on the cancellation policy.
3. Despite all this, Airbnb has now debited my account $1,976.64 as a “resolution adjustment” without any prior communication, authorization, or explanation regarding this amount.

This is not only upsetting but also contradicts the information I was given earlier, where I was assured I would receive payment for the entire booking through January. The lack of transparency and this unexpected debit have caused my account to go negative, making it difficult for me to pay my staff and manage other operational expenses.

I request the following immediate actions:
1. A full refund of the $1,976.64 debited from my account.
2. A detailed explanation of this resolution adjustment and why I was not consulted or informed about this decision.
3. Confirmation of my entitlement to the payment for the January portion of the booking, as previously communicated.

I’ve always upheld my responsibilities as a host, ensuring my guests are informed and treated fairly, and I expect Airbnb to uphold the same standards of fairness and communication. This situation is highly detrimental, and I urge you to resolve it promptly.

Please respond at your earliest convenience, as this matter requires urgent attention.

Thank you,
Sean

Thank you 
This is what I sent them with more clarification:

Urgent: Unresolved Issue and Unauthorized Debit of $1,976.64

Hello again, 

After investigation, I am reaching out regarding a highly frustrating and unresolved situation that has impacted both my account and my ability to operate my business effectively.

Here is a summary of what transpired:
1. My guest, Jorge, initially requested to leave on January 1st, instead of February 1st but I was informed by Airbnb that the booking could not be changed due to the 91-day minimum stay policy. Based on this, I informed Jorge that if he decided to leave early, he would still be responsible for the entire booking period through February 1st, as per Airbnb’s guidance. Jorge understood and agreed. 

2. later, Jorge then decided to cancel his reservation, and I explicitly told him to contact Airbnb for additional clarification on the cancellation policy because he won’t get any refund.

3. Despite all this, Airbnb has now debited my account $1,976.64 as a “resolution adjustment” without any prior communication, authorization, or explanation regarding this amount.

This is not only upsetting but also contradicts the information I was given earlier, with several back and forth with the resolution team before this, where I was assured I would receive payment for the entire booking through February regardless. 
The lack of transparency and this unexpected debit have caused my account to go negative, making it difficult for me to pay my staff and manage other operational expenses.

I request the following immediate actions:
1. A full refund of the $1,976.64 debited from my account.
2. A detailed explanation of this resolution adjustment and why I was not consulted or informed about this decision.
3. Confirmation of my entitlement to the payment for the January portion of the booking, as previously communicated.
4. The release of all my pending payment 

I’ve always upheld my responsibilities as a host, ensuring my guests are informed and treated fairly, and I expect Airbnb to uphold the same standards of fairness and communication. This situation is highly detrimental, and I urge you to resolve it promptly.

Please respond at your earliest convenience, as this matter requires urgent attention.

Thank you,
Sean

Now can you generate a message to Jorge to let him know I’m having issue with his payment and they deducted his rent off my account after canceling and he should contact Airbnb to let them know to pay me for the time he stayed and at least until January 1st 
Make it polite short :
**Subject:** Follow-Up on Your Reservation

Hi Jorge,

I hope you’re doing well. I wanted to let you know that there’s been an issue with your payment. Airbnb has unexpectedly deducted the rent for your reservation from my account after your cancellation.

I kindly ask that you contact Airbnb directly to confirm payment for the time you stayed and at least until January 1st, as per the original agreement. This will help ensure everything is resolved fairly.

Thank you for your understanding, and please let me know if you need any details from me to assist in clarifying this matter with Airbnb.

Best regards,
Sean

Here is what Jorge responded:

Good morning Sean, as I told you as soon as I knew the situation, the reservation was canceled, with all its consequences for both. As I also mentioned, the modification could not be made until January 1st, as you also know and since Airbnb is not an intermediary between you and I, I left the room at that same time and from that moment you are aware that I am not at your property. Everything was paid for the corresponding dates and that I have been staying. In the same way, and it is not necessary to extend, you do not know what all this has been for me and its costs, as I have been economically damaged and having to resolve my housing situation without having to face it waiting for the reimbursement to be effective, changing from one place to another with the suitcases on the back. You are knowledgeable of the whole situation, the why it has occurred, the difficulties, that I have been sick due to the conditions of the room, you gave your word that we would see the go month to month and then it turned out that it was not possible and also I had extra costs, which led me to rest in a place where, due to the tension of work (it is not an argument, just a conditioning), rest with light sleep and it was complex to sleep. Nights and nights listening to the noise of the device that serves internet, if I disconnected it in the early morning because I could not sleep there were comrades of stay who were protesting for it, and forgetting to connect it upon waking would enter my place without my consent or my presence to connect it as if it were an emergency like an emergency on the property or similar. I had to wait in the cold without being able to access the house waiting for the access to be resolved, respecting the marked guidelines at all times and doing what was sent to me and nobody cared... The change of dates has been tried, but the reality is unique and you know it at all times, everything that has been paid for the property has been paid, for me it has also been an overrun the view on the street from one moment to another to see the reservation canceled without expecting to assume its consequences at all times, I have tried to resolve it in the best possible way. I have been aware of the payments and all the requested have been made, and you are aware of it. I will be communicating with Airbnb anyway. I will attach communication that the room was left as soon as I know about the cancellation.

Regards
Jorge.

Can you respond:
I don’t even know what he’s talking about.
All the issues you’ve brought has been resolved, no one entered your room without your permission, I’ve contacted you and messages you regarding the internet. I also schedule to move the modem out of the room since you said it has a noise.
I’ve resolved every issues you brought up.
You said you were stuck by the door but didn’t call me but called Airbnb, when I called you, I fixed your issue right away, and I gave you an additional code immediately and it worked and showed you you entered the wrong code several times. I’m sorry for all your frustration.
My issue is to resolve the pending payment, I just want the payment from the time you moved in until January 1st at least. The amount deducted from my account is more than 1 month and I don’t understand .
Thank you 
Sean 

**Subject:** Clarification on Pending Payment

Hi Jorge,

Thank you for your message. I want to address a few points for clarity.

All the issues you mentioned were resolved promptly during your stay. No one entered your room without permission. Regarding the internet, I contacted you multiple times and scheduled the modem to be relocated based on your concerns about noise.

When you were unable to access the house, I responded immediately after you contacted Airbnb. I provided you with a new code, which worked, and showed you that the issue was due to entering the wrong code multiple times.

I understand your frustrations, and I’m sorry for the inconvenience you’ve experienced. My priority is to resolve the payment issue. I am only requesting the payment for the time you stayed at the property, at least until January 1st. Currently, the amount deducted from my account exceeds one month’s payment, and I’m seeking clarification from Airbnb regarding this discrepancy.

I appreciate your cooperation in resolving this matter fairly.

Thank you,
Sean

I received another response from Airbnb:

Hi Sean,

I hope you’re doing well!

Based on the checks completed, the payouts were on hold due to an adjustment that was made for reservation HMBEYQDSNJ with guest Jorge, seeing that he had checked out early due to issues he had in the unit.

Based on the reservation HMK4DCN3R8 the release of the hold is still in progress.

I’m so mad, this is my response can you help me with it : 

 So he couldn’t change his dates to January 1st because the law doesn’t allow it. He tried to change from February 1st to January 1st , they said no.
He offered me to cancel but I should let him stay in the unit until the end of the month. I said if he cancel he has to get out
Then he ended up cancelling where my policy clearly is a non refundable , while I was kindly and willing to help him and charge him 2 months of rent.
I received two payment from Jorge booking: $1592.89 for November , and $1646.00 for December. For a total of :
And Airbnb he deducting : $1550.74 out of my account ? For what exactly please tell me ?
And he cancelled, he stayed in my unit for few days, I even contacted Airbnb to let them know I don’t know what to do, he cancelled but he’s still here. No one has responded me for this, I have all the proof. 
there was no issue with my unit, as I’ve been very vocal with support he’s been looking for a way to break the lease. So instead of charging him all 3 months, I was willing to let him go January 1st and I was advocating for him for Airbnb not to charge the extra month if he really wants to go because he was becoming very frustrated with this cancellation.
Airbnb never told me they’ll issue any type of refund, and why will we refund him? I have no policy stating saw. I even had my lawyer look into this to let me know if im doing anything wrong and he clearly said that was a mistake from Airbnb. Like I said. This is beyond ridiculous, I’m really trying to solve this asap. 
And I have a feeling this case isn’t being taken seriously because I keep getting the same generic message saying he was a deduction from a cancellation. As a client I have cancelled some trip where I got $0 back 
And I never received a call about any of this until I checked my statement. 

**Subject:** Urgent Follow-Up on Unauthorized Adjustment for Jorge’s Reservation

Hi,

I’m writing again regarding the deductions related to Jorge’s reservation (HMBEYQDSNJ). The handling of this case has been extremely frustrating, and I feel my concerns are not being addressed properly.

To clarify:
1. Jorge initially tried to change his reservation end date from February 1st to January 1st. Airbnb informed me that this was not allowed due to the 91-day minimum stay law.
2. He then offered to cancel but requested to stay in the unit until the end of the month. I made it clear that if he canceled, he would need to vacate the property immediately.
3. He eventually canceled the reservation, which is subject to my strict **non-refundable policy.** Despite this, Airbnb deducted $1,550.74 from my account without my knowledge or consent. I am now asking: **What is this deduction for?**
4. Jorge stayed in my unit for several days after canceling, and I even contacted Airbnb to report the situation, yet I received no response. I have documentation proving this.
5. There were no unresolved issues with the unit. It is evident that Jorge was looking for a way to break the lease, which I tried to handle reasonably by advocating for him to leave early without being charged for January.

**My Payments from Jorge:**
• $1,592.89 for November.
• $1,646.00 for December.
**Total received:** $3,238.89.

**My Losses:**
Now Airbnb has deducted $1,550.74 from my account for reasons that are unclear. Why would there be a refund issued when my non-refundable policy explicitly states otherwise? I had no knowledge of this deduction until I saw it on my statement, and I was never contacted about this decision.

I’ve had my lawyer review this case, and they confirmed this appears to be an error on Airbnb’s part. As a host, I’ve upheld all of my responsibilities, but this situation has created significant financial stress and undermines trust in Airbnb’s system.

I am requesting immediate resolution:
1. A detailed explanation of the $1,550.74 deduction.
2. A refund of the amount deducted from my account.
3. Confirmation that this case is being taken seriously and escalated appropriately.

I’ve been patient, but receiving the same generic responses does not help resolve this matter. This case needs urgent attention, as I cannot continue operations with such unpredictable and unjustified deductions.

Thank you for understanding the urgency and importance of this issue.

Best regards,
Sean

They responded : 

Hi Sean, 

I just want to express my sincere apologies for any inconvenience this may have caused you. Thank you for providing a detailed information of what you noticed on your end. 

Upon further review, I was able to find a previous Case A33807611, last November 13, 2024 with your guest Jorge for the reservation HMBEYQDSNJ. It shows here that there was an agreement to alter the check out date but since the minimum nights cannot be changed, the reservation was cancelled following your cancellation policy, but there was a mutual agreement to refund ($1,976.64) for the unspent nights, this led to the adjustment you saw in your transaction history. 

I just want to confirm if you remember anything about this? And if you have indeed agreed to these changes. I hope to hear from you soon.

Here is my response and you can use our previous conversation to add some context:

There was never a mutual agreement
Please show me the agreement ?
I’m sure you have access to all our previous conversations. I’ve never agree of such. If you don’t have access to it, I’ll be more than happy to screenshot every conversation and send it to you. 
The only thing I was willing to agree was for him checking out January 1st 
And not charge him for the month of January 1st to February 1st !!!
Meaning he’ll just pay for November and December which is the payment I already received 
So no deduction should take place 
-and Airbnb refused this deal anyway. Saying he’ll be charged 91 days and no refund
Long story short someone made a mistake and I request my money back asap 
He cancelled and stayed few more days in the unit, I contacted Airbnb to ask how can he cancel while he’s still in the room and no one responded to me. He left 2 days later. 
I don’t even care about that. He’s getting charged for November and December : full months and I never agreed for any refund or whatsoever 

**Subject:** Dispute Over Unauthorized Refund for Reservation HMBEYQDSNJ

Hi,

Thank you for your response. However, I must strongly disagree with the assertion that there was a mutual agreement for a refund of $1,976.64.

**To clarify:**
1. **There was no mutual agreement.**
• I never agreed to any refund for unspent nights. If Airbnb believes otherwise, I request that you provide documentation or proof of this so-called agreement. If needed, I am more than willing to share screenshots of all communication between myself, the guest, and Airbnb to prove my case.
2. **What I was willing to agree to:**
• I suggested a compromise to allow Jorge to check out on **January 1st** without charging him for the period from **January 1st to February 1st.**
• This meant he would still pay for **November and December in full,** which I have already received payments for.
3. **Airbnb’s refusal:**
• Airbnb rejected this proposal, stating that the 91-day minimum stay requirement could not be altered, and no refunds would be issued.

**Additional Context:**
• Jorge canceled the reservation and continued staying in the unit for a few more days. I immediately contacted Airbnb for guidance on how to handle the situation but received no response. He eventually left on his own two days later.
• Despite this, I let the matter go and focused on ensuring the property was in order.

**My Position:**
• Jorge is responsible for the full payment of **November and December.**
• I never agreed to any refund, let alone one of $1,976.64.
• The deduction from my account is unwarranted, and I am formally requesting that the full amount be refunded to me immediately.

This situation seems to stem from a clear mistake or misunderstanding, and I kindly ask Airbnb to correct it as soon as possible. Thank you for taking the time to review this matter carefully.

Best regards,
Sean

**Subject:** Follow-Up Regarding Unauthorized Refund

Hi,

Even if that were the case (which I still firmly dispute), Jorge stayed in the property from **November 1st to December 15th**, with a monthly charge of $1,650. Based on this, the total deduction of $1,976.64 doesn’t make sense, as it would leave me with compensation for less than a month of his stay.

This calculation clearly doesn’t align with the facts or even Airbnb’s own math. I request a thorough review and the immediate reversal of the deduction.

Best regards,
Sean

Airbnb responded again:

I do apologize for the inconvenience that this has caused you. 

In regards on the reservation with your guest Jorge you have received your payout for the reservation on November 3 amounting to $1,592.89 and on December 3 amounting to $1,646.00. 

On December 13 the alteration is been made based on your agreement wherein your guest would be receiving a refund of $1,976.64 that would be adjusted on your future payouts. 

In this case, your payouts on your other reservations which are:

HMK4DCN3R8 - Nace Davis - (-$226.01)
HMQSJFWHJA - Rebecca Reppucci - ( -$50.00) (-$445.40)
HMSRMYSXAK- William Kabagambe - ($678.34)
HMBWH2ADAS - Param Bidja - ($151.00)

Which is total of $1,550.74 and this amount would be adjusted on the $1,976.64 that will be adjusted on your payout. In this case, you still have a negative balance $425.9, if this amount has been paid from your reservation with your guests, you would be receiving a payout already. In this case, you need to settle the $425.90 first before you receive your future payouts.

Here is my responses:

Hello
Thank you for following up
I really still don’t think you’re reading my messages. I stated several times that i never agreed on such. If there was such an agreement show me please. 
The only agreement I was ok with. Was to charge him the whole month of November and December and not charge him January to February in case the guest decides to leave.
I’m really tired of repeating myself can you please read my messages and acknowledge what I’m saying ?

**Subject:** Ongoing Dispute Regarding Unauthorized Refund

Hello,

Thank you for your response, but I must reiterate that I never agreed to any refund for this reservation. I’ve stated multiple times that the only agreement I was willing to accept was to charge the guest for the full months of **November and December** and waive the charge for **January to February** if the guest decided to leave early.

If you believe there was an agreement to refund the guest, please provide concrete evidence of this. I’m growing frustrated with having to repeat myself, and it seems my messages are not being fully acknowledged.

I kindly request that you thoroughly review this case and address my concerns appropriately.

Best regards,
Sean

This is the message I got from Airbnb:

Thank you for your patience while waiting for me to review the status of your case. I appreciate the time you’ve taken to share your insight and perspective on this experience.
 
We deep dived on the reservation, HMBEYQDSNJ of Jorge and here is the summary as to why the guest has been refunded $1,976.64;

1. The guest reported that one of the main reasons why he booked your listing because there was a guaranteed parking, and based on your conversation, you assured; "Plenty of street parking" and "Free parking on premises", "Hello
There are free parking spots on the street. It’s not a private garage. When you arrive, you can park anywhere on the street." but according to the guest; "my vehicle is on the street and must be moved every week or it will be sanctioned so if I can't do it personally I have to pay either a penalty or a third party. "

2. There is no sufficient heating and no way of regulating it in the bedroom. Yes, there is a heating system, but it failed to supply enough heat to the guest's room causing the guest to have experienced a massive inconvenience during his stay and ended up renting from one place to another. 

As per the Aircover, the guest was supposed to get 30% refund of the impacted nights, and 100% refund on the nights he did not use, but the guest has been refunded only with the unspent nights.

These reported issues have been supported with valid documentations and have been properly investigated by the previous support; you have been made fully aware about the decision by the previous agent Angelica, you did not agree but it has been upheld: case code: A35255916.

We understand the decision may not be as you expected, please know that it was aligned to the policies and guidelines in place, plus we did not impose any penalties, so we uphold the decision.

Please take note that issues disrupt guests' plans, and impact their confidence in the Airbnb community. We hope that you will take this as a learning curve to prevent the same instance to be prevented in the future.

Thus, we always want to hear from our community. If you’d like to give us feedback on this issue or your experience, you can do so at:

airbnb.com/help/feedback

Best regards,

Can you help me respond:
There are plenty of free parking spot on the street. 
Once a week, there is a cleaning between 12 noon to 4pm. On one side of the street. While the other side are still available and free to charge and this is everywhere I can send you the picture of the sign if needed. I never offered garage parking. And when the conversation happened, the day he moved in, I told him if he’s not comfortable with the street parking, he can  cancel free of charge. He said ok he will stay.
2. The guest mentioned something about the heat, he didn’t know how to use the heating system, I sent my assistant to help him with it, we provided picture instructions and he said thank you and that was a system he never used before. We followed up with him the next day he said it worked perfectly and it was very comfortable. I told him he can even make it warmer if needed he said it was warm enough and I gave proof of that conversation. 
3 there are no nights affected and this is not handled properly. I understand Airbnb is here to support the guest and the host and I’m feeling left out and this is beyond upsetting. Nothing was communicated to me. The guest wanted to leave January 4th and that’s another proof he was comfortable enough to stay until then. I agreed for January 1st and the guest has been looking for a way to escape this. I’ve been communicating with Airbnb about everything and I noticed nothing was taken seriously and my complaints was dismissed .
I once again request the money back and show me proof of these and I have any documentation to prove my case and all the current events 

**Subject:** Request for Reassessment of Case: HMBEYQDSNJ

Dear Airbnb Support,

Thank you for following up, but I must express my deep frustration regarding this case. I believe the resolution is unfair and does not accurately reflect the facts of the situation. Please allow me to clarify:
1. **Parking Issue:**
The listing clearly states “street parking” and “free parking on premises,” which was clarified in my messages to the guest:
“There are free parking spots on the street. It’s not a private garage.”

The guest was informed upon moving in that street parking requires one side to be cleared for cleaning once a week, while the other side remains available and free of charge. This is standard for the area, and I can provide photographic evidence of the street signs. Furthermore, when the guest expressed concerns about street parking, I told him he could cancel free of charge before moving in. He chose to stay, which indicates he was initially comfortable with the arrangement.
2. **Heating Issue:**
The guest was unfamiliar with the heating system, so I promptly sent my assistant to assist him, provided picture instructions, and followed up the next day. The guest confirmed in writing that the heating worked perfectly and was comfortable, even saying it was warm enough. I also reassured him he could adjust it further if needed. This issue was fully resolved, and I have proof of our conversation to confirm this.
3. **Guest’s Intent to Stay:**
The guest initially expressed his intention to stay until **January 4th**, further proving he was comfortable with the property. I agreed to allow him to leave earlier (January 1st) without charging for the following month, showing my willingness to accommodate his needs. However, he later canceled and left mid-December.
4. **Airbnb’s Handling of the Case:**
I’ve communicated extensively with Airbnb about this case, but my concerns have been dismissed, and no evidence supporting the guest’s claims has been provided to me. I feel this has not been handled fairly, and the decision to refund $1,976.64 was made without properly addressing my input or reviewing the full context of the situation.

I respectfully request:
• **Proof of the guest’s claims** and any supporting documentation that led to the refund.
• A full review of the evidence I’ve already provided, which demonstrates that the guest’s issues were resolved promptly and the conditions of the property were satisfactory.
• Reimbursement for the unjust refund issued to the guest.

As a host, I strive to provide excellent service and clear communication to my guests. I feel this case has been mishandled, and I urge Airbnb to review it thoroughly. I look forward to your response.

Best regards,
Sean

This message was sent November 14th:
Good morning, Jorge.
I received a message from Airbnb regarding some concerns with the heat and parking. I wanted to clarify and address these to make sure everything is set for your stay.
The heating system has been turned on, and there’s an additional space heater in your closet for extra warmth, available to you at no extra charge.
As for parking, my brother walked you through the options on the day you arrived. Boston doesn’t generally offer free designated parking, but the street parking is free for all residents in this area, as we shared with you on arrival.
And also the previous message on this thread I was clear about the parking available and offered before you check in. 
If you need any further assistance, my brother is on-site and can help ensure everything is in order. Please feel free to reach out with any additional concerns, and we’ll do our best to make sure you’re comfortable.
Best,
Sean
The guest decided to stay and wanted to leave on January 5th. However, he was upset when I suggested January 1st and felt that I wasn’t accommodating to his preferences. This led to an argument and the cancellation of his booking.
On the same day, he called me and yelled at me in front of the other guests, who felt threatened by his behavior. Feeling frustrated, I contacted customer service and informed them that they had advised me that there was nothing they could do unless I filed a police report.
After Jorge left, some of the other guests were uncomfortable with the house setting due to his disruptive behavior. Additionally, I have another tenant who is leaving because of all these issues. He was a difficult and unpleasant person to deal with.
These problems have resulted in financial losses for me, as I have not been able to pay my team and have upcoming bills that need to be addressed. My next steps would have been to escalate the matter to Airbnb arbitration, as I have all the necessary evidence to support my case. I sincerely hope that this situation can be resolved promptly and am willing to work towards finding a mutually agreeable solution. 


jorge was renting a room in my condo, my condo is located at 72 bakersfield st Boston ma 02125. my email is: <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS> my phone number is <PRESIDIO_ANONYMIZED_PHONE_NUMBER>. can you analyze all this conversation. and see if you can help me with my last request to generate a letter to start a pre arbitration. i need to mail it. i also provided a picture of a conversation of me and jorge to airbnb showing when we talked about the heat and the extra heater in the closet. and how it works:

i'll start a pre arbitration with airbnb, here is their rules from their website:
22. United States Dispute Resolution and Arbitration Agreement.
PLEASE READ THE FOLLOWING PARAGRAPHS CAREFULLY BECAUSE THEY PROVIDE THAT YOU AND AIRBNB AGREE TO RESOLVE ALL DISPUTES BETWEEN US THROUGH BINDING INDIVIDUAL ARBITRATION AND INCLUDE A CLASS ACTION WAIVER AND JURY TRIAL WAIVER. This Arbitration Agreement supersedes all prior versions.

22.1 Application. 
This Arbitration Agreement only applies to you if your country of residence or establishment is the United States. If your country of residence or establishment is not the United States, and you nevertheless attempt to bring any legal claim against Airbnb in the United States, this Arbitration Agreement will apply for determination of the threshold issue of whether this Section 22 applies to you, and all other threshold determinations, including residency, arbitrability, venue, and applicable law.

22.2 Overview of Dispute Resolution Process. 
Airbnb is committed to participating in a consumer-friendly dispute resolution process. To that end, these Terms provide for a two-part process for individuals to whom this Section 22 applies: (1) an informal negotiation directly with Airbnb’s customer service team (described in paragraph 22.3, below), and if necessary (2) a binding arbitration in accordance with the terms of this Arbitration Agreement. You and Airbnb each retain the right to seek resolution of the dispute in small claims court as an alternative to arbitration.

22.3 Mandatory Pre-Arbitration Dispute Resolution and Notification. 
At least 30 days prior to initiating an arbitration, you and Airbnb each agree to send the other party an individualized notice of the dispute in writing (“Pre-Dispute Notice") and attempt in good faith to negotiate an informal resolution of the individual claim. You must send your Pre-Dispute Notice to Airbnb by mailing it to Airbnb’s agent for service: CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833. Airbnb will send its Pre-Dispute Notice to the email address associated with your Airbnb account. A Pre-Dispute Notice must include: the date, your name, mailing address, your Airbnb username, the email address you used to set up your Airbnb account, your signature, a brief description of the dispute, and the relief sought. If the parties are unable to resolve the dispute within the 30-day period, only then may either party commence arbitration by filing a written demand for arbitration with the arbitration provider designated pursuant to Section 22.6, below. A claimant’s Pre-Dispute Notice requirement is a prerequisite to any arbitration, and a copy of the Pre-Dispute Notice and evidence that it was sent as required by this Section must be attached to any arbitration demand.

22.4 Agreement to Arbitrate. 
You and Airbnb mutually agree that any dispute, claim or controversy arising out of or relating to these Terms or the applicability, breach, termination, validity, enforcement or interpretation thereof, or any use of the Airbnb Platform, Host Services, or any Content (collectively, “Disputes”) will be settled by binding arbitration on an individual basis (the “Arbitration Agreement”). If there is a dispute about whether this Arbitration Agreement can be enforced or applies to a Dispute, you and Airbnb agree that an arbitrator will decide that issue. For the avoidance of doubt, you and Airbnb agree that any question regarding arbitrability and the formation, enforceability, validity, scope, or interpretation of all or part of this Section 22, including any dispute over compliance with the Pre-Dispute Notice requirement and a party’s responsibility to pay arbitration fees, shall be resolved exclusively by an arbitrator.

22.5 Exceptions to Arbitration Agreement. 
You and Airbnb each agree that the following causes of action and/or claims for relief are exceptions to the Arbitration Agreement and will be brought in a judicial proceeding in a court of competent jurisdiction (as defined by Section 22): (i) any claim or cause of action alleging actual or threatened infringement, misappropriation or violation of a party’s copyrights, trademarks, trade secrets, patents, or other intellectual property rights; (ii) any claim or cause of action seeking emergency injunctive relief based on exigent circumstances (e.g., imminent danger or commission of a crime, hacking, cyber-attack); or (iii) a request for the remedy of public injunctive relief; (iv) any claim or cause of action for vexatious litigation; or (v) any individual claim of sexual assault or sexual harassment arising from your use of the Airbnb Platform or Host Services. You and Airbnb agree that any request for the remedy of public injunctive relief will proceed after the arbitration of all arbitrable claims, remedies, or causes of action, and will be stayed pending the outcome of the arbitration pursuant to section 3 of the Federal Arbitration Act.

22.6 Arbitration Forum Rules and Governing Law. 
This Arbitration Agreement evidences a transaction in interstate commerce and the Federal Arbitration Act governs all substantive and procedural interpretation and enforcement of this Arbitration Agreement, and not state law. The arbitration will be administered by ADR Services, Inc. (“ADR”) (www.adrservices.com) in accordance with Rules 1, 6–7, 8–9, and 11–12, 45, 54, and 56 of the Federal Rules of Civil Procedure (“Selected Federal Rules") (https://www.uscourts.gov/rules-policies/current-rules-practice-procedure/federal-rules-civil-procedure) and ADR’s Arbitration Rules then in effect (the “ADR Rules”), except as the Selected Federal Rules or ADR Rules are modified by or conflict with this Arbitration Agreement. The ADR Rules are available at www.adrservices.com. If an arbitration demand is submitted to ADR Services in accordance with this agreement and the ADR Rules, and ADR Services cannot or will not administer the arbitration, the arbitration will be administered by the American Arbitration Association (“AAA”) in accordance with the Selected Federal Rules and the AAA’s Consumer Arbitration Rules and/or other AAA arbitration rules determined to be applicable by the AAA (the “AAA Rules”) then in effect, except as modified here. The AAA Rules are available at www.adr.org. If the AAA cannot and will not administer the arbitration, you and Airbnb shall confer and select an alternative arbitral forum, and if we are unable to agree, either you or Airbnb may ask a court to appoint an arbitrator pursuant to 9 U.S.C. § 5. In that event, the arbitration will be conducted in accordance with the rules of the appointed arbitral forum, unless those rules are inconsistent with the provisions of this Arbitration Agreement.

22.7 Modification of Arbitration Rules - Arbitration Hearing/Location. 
In order to make the arbitration most cost-effective, efficient, and convenient, any required arbitration hearing in an arbitration wherein the amount in controversy does not exceed $1,000,000 shall be conducted remotely via video conference except as otherwise agreed by the parties or instructed by the arbitrator. Any required arbitration hearing in an arbitration wherein the amount in controversy exceeds $1,000,000 shall be conducted in San Francisco County except as otherwise agreed by the parties or instructed by the arbitrator. If the amount in controversy is $10,000 or less, the parties agree to proceed solely on the submission of documents to the arbitrator.

22.8 Modification of Arbitration Rules - Arbitration Fees and Costs. 
Your arbitration fees and your share of arbitrator compensation shall be governed by the ADR Rules and the ADR Services fee schedule (available at www.adrservices.com). If you have a gross monthly income of less than 300% of the federal poverty guidelines, you are entitled to a waiver of arbitration fees and costs, exclusive of arbitrator fees. You may request a fee waiver by providing the arbitration provider with a declaration under oath stating your monthly income and the number of persons in your household. If a fee waiver is granted by the arbitration provider and you provide Airbnb with documents necessary to prove that your gross monthly income is less than 300% of the federal poverty guidelines, Airbnb will pay your share of any arbitrator fees.

22.9 Modification of Arbitration Rules - Claims Brought for an Improper Purpose or In Violation of This Arbitration Agreement. 
Either party may make a request that the arbitrator impose sanctions upon proving that the other party or its attorney(s) has asserted a claim or defense that is groundless in fact or law, brought in bad faith or for the purpose of harassment, or is otherwise frivolous. As allowed by applicable law, the arbitrator shall impose sanctions equal to the requesting party’s reasonable attorneys’ fees and costs upon finding that a claim or defense is groundless in fact or law, brought in bad faith or for the purpose of harassment, asserted in violation of Fed. R. Civ. P. 11(b) (treating the arbitrator as “the court”), or is otherwise frivolous. Either party may seek dismissal of any arbitration filed in violation of any provision of this Arbitration Agreement. Either party may assert in arbitration a counterclaim for the other party’s initiation of proceedings concerning an arbitrable Dispute without complying with or otherwise in violation of the requirements of this Arbitration Agreement. Upon finding that a party has initiated proceedings concerning an arbitrable Dispute without complying with or otherwise in violation of the requirements of this Arbitration Agreement, the arbitrator shall award the other party its actual damages, including but not limited to reasonable attorneys’ fees and costs.

22.10 Arbitrator’s Decision. 
The arbitrator will issue a written decision which shall include the essential findings and conclusions upon which the arbitrator based the award. Judgment on the arbitration award may be entered in any court with proper jurisdiction. The arbitrator may award any relief allowed by law or the ADR Rules, but declaratory or injunctive relief may be awarded only on an individual basis and only to the extent necessary to provide relief warranted by the claimant’s individual claim.

22.11 Jury Trial Waiver. 
You and Airbnb acknowledge and agree that both parties are each waiving the right to a trial by jury as to all arbitrable Disputes.

22.12 No Class Actions or Representative Proceedings. 
You and Airbnb acknowledge and agree that, to the fullest extent permitted by law, we are each waiving the right to participate as a plaintiff or class member in any purported class action lawsuit, class-wide arbitration, private attorney general action, or any other representative or consolidated proceeding. Unless we agree in writing or as provided in this agreement, the arbitrator may not consolidate more than one party’s claims and may not otherwise preside over any form of any class or representative proceeding. If there is a final judicial determination that applicable law precludes enforcement of the waiver contained in this paragraph as to any claim, cause of action or requested remedy, then that claim, cause of action or requested remedy, and only that claim, cause of action or requested remedy, will be severed from this agreement to arbitrate and will be brought in a court of competent jurisdiction. In the event that a claim, cause of action or requested remedy is severed pursuant to this paragraph, then you and we agree that the claims, causes of action or requested remedies that are not subject to arbitration will be stayed until all arbitrable claims, causes of action and requested remedies are resolved by the arbitrator.

22.13 Mass Action Waiver. 
You and Airbnb acknowledge and agree that the relative benefits and efficiencies of arbitration may be lost when 100 or more arbitration claims are filed within 180 days which (1) involve the same or similarly situated parties; (2) are based on the same or similar claims which arise from the same or substantially identical transactions, incidents, alleged violations or events requiring the determination of the same or substantially identical questions of law or fact; and (3) involve the same or coordinated counsel for the parties (“Mass Action”). Accordingly, you and Airbnb agree to waive the right to have any Dispute administered, arbitrated, or resolved as part of a Mass Action (though Sections 21 and 22.12 of these Terms will continue to apply to the Dispute). In case of a dispute, the appointed arbitrator for the first matter instituted within a set of claims identified by either party shall decide whether those claims are part of a Mass Action. If no arbitrator has yet been appointed, an arbitrator shall be appointed solely to determine whether claims identified by either party are part of a Mass Action. Nothing in this provision prevents you or Airbnb from participating in a mass settlement of claims.

22.14 Modification of Arbitration Rules – Mass Action Batching Requirements. 
If for any reason, notwithstanding Section 22.13, an arbitration proceeds as part of a Mass Action, the parties shall group the arbitration demands into batches of no more than 200. The batches shall be determined by listing the claimants’ alphabetically (by last name or business name, as applicable)—for example, the first 200 claimants listed will be the first batch, the next 200 claimants listed will be the second batch, and so forth. The parties shall randomly assign each batch a sequential number and arbitrate the batches one at a time, in sequential order. While one batch is being arbitrated, the arbitration provider shall hold the remainder in abeyance unless otherwise agreed by the parties or instructed by the arbitration provider. Each batch shall be resolved within 240 days of the pre-hearing conference for that batch. Notwithstanding the forgoing, if any claimant’s demand has not been the subject of a pre-hearing conference within 2 years of the latest-filed demand in the Mass Action, such claimant may elect to pursue the claims asserted in the claimant’s demand in court subject to Sections 21 and 22.12 of these Terms.

22.15 Modifications of Arbitration Rules - Offers of Judgment. 
At least 10 days before the date set for the arbitration hearing, you or Airbnb may serve a written offer of judgment on the other party to allow judgment on specified terms. If the offer is accepted, the offer with proof of acceptance shall be submitted to the arbitration provider, who shall issue an award accordingly. If the offer is not accepted prior to the arbitration hearing or within 30 days after it is made, whichever occurs first, it shall be deemed withdrawn and cannot be given as evidence in the arbitration, other than with respect to costs (including all fees paid to the arbitration provider). If an offer made by one party is not accepted by the other party, and the other party fails to obtain a more favorable award, the other party shall not recover their post-offer costs and shall pay the offering party’s costs (including all fees paid to the arbitration provider) from the time of the offer.

22.16 Severability. 
Except as provided in Section 22.11, in the event that any portion of this Arbitration Agreement is deemed illegal or unenforceable, such provision will be severed and the remainder of the Arbitration Agreement will be given full force and effect.

22.17 Amendment to Agreement to Arbitrate. 
If Airbnb amends this Section 22 after the date you last accepted these Terms (or accepted any subsequent changes to these Terms), you may reject the change by sending us written notice no later than 30 days of the date the change is effective. Your notice must include your name, mailing address, the date of the notice, your Airbnb username, the email address you used to set up your Airbnb account, your signature, and an unequivocal statement that you want to opt out of the amended Section 22. You must either mail your notice to this address: 888 Brannan St, San Francisco, CA 94103, Attn: Arbitration Opt-Out, or email the opt-out notice to <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>. Rejecting a new change, however, does not revoke or alter your prior consent to any earlier agreements to arbitrate any Dispute between you and Airbnb (or your prior consent to any subsequent changes thereto), which will remain in effect and enforceable as to any Dispute between you and Airbnb.

22.18 Survival. 
Except as provided in Section 22.12 and subject to Section 12.6, this Section 22 will survive any termination of these Terms and will continue to apply even if you stop using the Airbnb Platform or terminate your Airbnb account.

To start a pre-arbitration file with Airbnb, you need to send a written "Pre-Dispute Notice" to Airbnb, outlining the details of your dispute, at least 30 days before initiating arbitration; this notice should be sent to Airbnb's designated agent for service, including your contact information, a brief description of the issue, and the relief you seek; if unable to resolve the dispute within the 30-day period, you can then file a formal demand for arbitration with the designated arbitration provider, typically the American Arbitration Association (AAA), including a copy of your Pre-Dispute Notice. 
Key points to remember:
Pre-Dispute Notice is mandatory: Airbnb requires a pre-arbitration notification before initiating any arbitration process. 
Contact details: Include your name, address, Airbnb username, and email address in the notice. 
Dispute description: Clearly explain the nature of your disagreement with Airbnb. 
Relief sought: Specify what outcome you are seeking from the arbitration. 
30-day period: Give at least 30 days for negotiation before filing a formal arbitration demand. 

can you generate a detailed letter with all the information and the upsetting and the key points of all these issues and request a refund of all my money and complain the way it's been handled and also the fact that i havent been able to get help when needed thats why im here.
help me