NOURA R.

It is now 2 months and a half I am sending messages to the support inbox.
It is not the first time that they have issues with fees that you set up as host. Unfortunately the handle it in a poor way. They confirmed that is was a technical issue and confirmed they will reimbursed all cleaning fees that were not set on bookings...and the other hands they confirmed it was my error!
All companies in the world, when they confirmed they will reimburse you...They do it... It seems AIRBNB is not part of them!
The worst thing is that I felt pressured, if I cancel the guests' reservations (who are not to blame) I am penalized with cancellation fees and if I host them I lose money! It's a huge amount of money and instead of dealing with the problem urgently, it took 2 months. The moment I informed them that someone who wasn't me was trying to connect to my account, the error disappeared! But who am I, a simple host, to claim respect for guests and my company? So if "confirming" doesn't mean taking responsibility and sticking to one's commitment, I don't know the definition of "confirming". It seems that AIRBNB uses this word to lull you to sleep and that at no time did AIRBNB wish to keep its commitment.
The worst part of this story is that I was taken for a ride and out of respect for my guests and customers, I bowed out and lost revenue.
That's the solution AIRBNB offered me, so be careful and hang in there!
Oh I forgot...THEY OFFERED ME A COUPON that also confirmed it was an error from their part...AIRBNB might thought this was the reimbursement of more than 20 missing cleaning fees...what else to say!

THEY NEVER CHECK CREDIT CARD HOLDERS THAT THEY AUTHORIZE, STRIPE SEND YOU YOUR PAYOUT AND THEN TELL YOU THAT THE CREDIT CARD IS FRAUDULENT: RESULT YOU LOSS YOUR MONEY AS THEY NEVER TAKE RESPONSABILITIES ON MISTAKES THEY DO