Airbnb banned me for nothing
Out of nowhere, Airbnb permanently banned my account, claiming I’m connected to another banned account, which I absolutely am not.
I’ve used Airbnb for years, have only positive reviews, and have never had any issues or warnings.
Both of my appeals were rejected, and even after calling Airbnb directly, they simply told me I violated their terms and that the ban is permanent, without explaining what I actually did wrong.
Has anyone experienced something similar and managed to get their account reinstated? If so, how?
I’m sorry this happened to you. Getting locked out after years of good stays, with no real explanation, would make anyone feel accused of something they didn’t do. I’d be angry, too. Your first priority is getting a person at Airbnb to look at your case, not another automated appeals queue.
Elliott Advocacy can’t reinstate a banned account. Only Airbnb can do that. But Airbnb has reversed bans like yours when the right person reviewed them.
A few years ago, I wrote about a reader in Vermont whose account was removed because Airbnb said she was affiliated with someone who wasn’t allowed on the platform. She had no idea who that might be. She emailed Airbnb’s executives, and the company restored her account. Airbnb later told me that a second review led it to reinstate her.
Before you write, think about what Airbnb might see as a connection. The company doesn’t publish its criteria. A connection could be a shared phone number, payment card, device or home network. Has a relative, roommate or friend ever booked through your account, used your card or logged in on your Wi-Fi? Have you traveled as a co-guest on someone else’s reservation? You don’t need to name anyone. If you can rule those things out, say so.
Then stop calling. Front-line reps can’t overturn a permanent ban. Write one short, polite email that includes the email address on your account, how long you’ve been a member and how many stays you’ve completed. Add the dates of the ban notice, both appeal denials and your phone call. State that you have no connection to any banned user. Ask for a manual review by someone outside the team that handled your appeals. If Airbnb upholds the ban, ask it to tell you, in general terms, what kind of connection it found so you can respond. Ask Airbnb to assign one person to your case. Send it to the executive contacts:
https://www.elliott.org/company-contacts/airbnb-customer-service-contacts/
Keep the tone calm. In my experience, an angry email to an executive often gets routed back to the same team that turned you down.
Check whether Airbnb owes you anything. If you had upcoming reservations, make sure you received full refunds. If you had travel credits or gift card balances, ask in the same email what will happen to them.
About the secrecy: Airbnb relies heavily on automation to flag fraud. It rarely explains these decisions because details could help bad actors game the system. Hence the silence. It doesn’t excuse leaving a longtime customer with no answer.
Airbnb is charging us for damage we didn't do
We rented an Airbnb (YellowDoorBeachHouse) for 3 nights while our home was treated for termites. Two weeks after our stay, we received a $482 bill for
damages they claimed were our responsibility.
We absolutely did not damage this rental, unfortunately in our rushed state we failed to take "before" photos of the home.
We appealed the decision and Airbnb reviewed the appeal and resolved all but one of the listed items we allegedly damaged: $90 for a stained carpet. Again, we did not cause this damage. Appealed again, but this time they've upheld the decision based on the fact we could not provide "valid documentation".
Their reason for upholding their decision that we should pay for the damage is because I was unable to prove we DIDN'T do it, (I didn't provide "valid documentation"). So they concluded that we did it. Yet, they have no date/time stamped photos proving that the damage occurred during our stay; just photos of damages they are alleging that we caused. Without proof, I'm not sure how they arrived at a decision that it was us who did it.
Since they dismissed all of the other damage claims, how did Airbnb conclude that THIS particular damage is our responsibility? It doesn't make any sense. We do not even know what the stain itself was. We also do not know if anyone else was at the rental between the time we left and the alleged damages (including housekeepers).
We are seniors and landlords ourselves and understand the importance of taking care of property. We would never cause damage to a rental property and we did not cause this stain.
It's not the amount, it's the frustration that we did not damage their carpet but we are expected to pay for it. Airbnb is going to charge our Visa card on November 20 and I don't see how to stop it.
We would like Airbnb to reverse this decision and to not charge us for allegedly staining their carpet.
Any thoughts on what to do? Thanks!
Refare
Anybody out there have any issues or comments about a web site promising to credit your airfare if they find a lower price after you booked and paid? I tried the service and the day of my trip of course they e mailed me saying they had no luck! Funny thing is that I kept checking on my own and I found lower price. Crazy? Ended up trying another promised site
Got my cc credited
Anybody have any thoughts or comments
True. Wondering about if anybody out there has had any dealings with these sites
Apple Denied My MacBook Pro Replacement Despite Repeated Major Repairs
I purchased my MacBook Pro on February 6, 2021. Since then, it has required multiple major repairs, including repeated logic board replacements. Apple replaced the logic board, Touch ID, and display in July 2025, followed by another logic board and Touch ID replacement in November 2025.
Now, the computer will not turn on again. Despite my repeated attempts to resolve the issue, Apple has refused to provide a replacement, stating that too much time has passed since the first repair.
However, my most recent repair was November 26, 2025, less than one year ago.
I have spent considerable money on repairs for a computer that continues to experience the same failures. I am asking for assistance in persuading Apple to provide a comparable replacement at no additional cost rather than another temporary repair.
Apple Support Case Number: 102980243355
A laptop that keeps dying after major repairs would wear anyone down. I've had this happen to me before, and it's HIGHLY frustrating. You’ve paid for two big repairs, and the MacBook still won’t stay on. I understand why you want Apple to stop patching it and replace it.
You’re right about the 90 days. Apple guarantees its repair work and replacement parts for 90 days from the date of service, or for whatever is left on your Apple warranty or AppleCare plan if that’s longer. Without AppleCare, your November repair was covered through late February. Having the repair less than a year ago doesn’t extend that guarantee. Apple’s explanation may have confused you, but its answer matches its written terms.
https://support.apple.com/en-us/100170
That doesn’t end your case. It changes what you’re asking for. You’re asking Apple for a goodwill exception. I think your strongest argument is the pattern. Apple replaced the logic board in July 2025, then replaced it again four months later. Now the computer won’t turn on at all. That suggests the repairs never fixed the underlying problem.
Before anything else, think about your files. If you don’t have a recent backup, mention that in your email. On recent MacBook Pros, the storage is built into the logic board, so another board replacement can wipe your data.
Then stop calling. Write one short, polite email with a dated timeline: the Feb. 6, 2021, purchase, the July 2025 repair, the Nov. 26 repair and the date it failed again. List what Apple replaced each time and what you paid. Include your case number, 102980243355, and attach your receipts. If you don’t have the repair paperwork, ask Apple for copies of both service records. Ask Apple to assign one person to your case. Ask for a specific outcome: a comparable replacement MacBook at no charge.
Send it to Apple’s executive contacts:
https://www.elliott.org/company-contacts/apple/
Let Apple make the first offer. It may come back with a credit toward a new Mac or a free repair rather than a replacement. If it offers a repair, ask it to guarantee that repair for a full year, given the history.
In my experience, front-line Apple reps can’t approve exceptions once a device is out of coverage. They go by the dates in the system. Decisions like this get made higher up, which is why your email should go there.
NCL Unfair Practice
Hi! I'm new to this group. I recently joined because Norwegian Cruise Line (NCL) stiffed us out of $9,500 plus dollars on an Alaska cruise in August 2026. I received a discount for being a military veteran, we followed up through out the year for questions and booking excursions etc... When we received our flight information booked by NCL, we called to question the one hour layover on an international flight. We asked if we could change flights to come in a day early. We were assured (and on a recorded line) that if there would be any issues, NCL would take care of it. Ironically, NCL changed there own policy starting January 2026 that Alaskan cruises must arrive one day prior to departure (we booked in 2025 prior to the policy change). We've reached out several times to NCL and was able to recover a little more than what they refunded but will not budge or refunding the whole amount or or at least providing a voucher for a future cruise. They also refused to acknowledge or deny what was said during phone call about our concerns. This is a breach of there verbal contract when we expressed or concerns about the flight itinerary, again booked by them. Of course our flight was delayed out of Detroit causing us to miss our connection in Minneapolis... We are hoping for any help or suggestions from the Elliot Advocacy group. Thanks for looking into our situation.
Welcome to Backchannel. I’m sorry this happened to you. You saw the problem coming, called NCL about it and still lost your cruise. I’d be furious, too.
Your strongest evidence is that phone call. You flagged the one-hour connection, asked to fly in a day early and were told NCL would take care of any problem. NCL won’t confirm or deny what its rep said, but it has the recording. Your first priority is getting someone at NCL to listen to it.
One small correction. NCL’s January change wasn’t limited to Alaska. Starting Jan. 26, 2026, everyone who books flights through NCL’s air program has to arrive at the embarkation port at least one day before sailing. In a notice to travel agents, NCL said day-of-sailing arrivals had caused guests to miss their ships. You booked in 2025, so the rule didn’t apply to you. I think it still helps you. NCL acknowledged months before your cruise that same-day arrivals were risky. It left you on one anyway, even after you called to ask about it.
https://www.travelmole.com/news/ncl-makes-major-change-to-flight-booking-program
I’d steer away from calling this a breach of contract. NCL’s air program terms say flight schedule problems are the airline’s responsibility. Legal arguments tend to send a complaint to a company’s lawyers. A request for fairness usually gets further.
Also, stop calling. Instead, write one short, polite email with your booking number and a dated timeline: when you booked, the date and approximate time of your call about the layover, the number you dialed and the rep’s name if you have it. Add the Detroit delay, the missed connection in Minneapolis, what happened next and what NCL has refunded so far. Ask NCL to review the call recording. Then ask for one specific outcome, either a refund of the remaining balance or a future cruise credit for that amount. Ask NCL to assign one person to your case. Send it to the executive contacts:
https://www.elliott.org/company-contacts/norwegian-cruise-line-ncl/
Did you buy travel insurance? Trip interruption and missed-connection coverage exists for situations like yours. If you have a policy, file a claim now. Most policies set a deadline after the trip ends.
The airline owns a piece of this, too. If the delay out of Detroit was within its control, such as a mechanical or crew problem, ask it in writing to cover your out-of-pocket costs from that day.
Gotogate (Etraveli) still hasn’t paid my refund for a cancelled Oman Air flight, 5 months later
I booked a flight through Gotogate on 2 June 2026 and have not received my money back, even though the airline cancelled the flight and says it has already paid the refund.
The booking
Order number: 1135-568-754
Route: Kuwait to New Delhi on 15 June 2026, Oman Air WY648 / WY241, economy, 1 adult
Amount paid: 83.00 KWD by Mastercard debit card
What happened
Oman Air cancelled the flight, so I was entitled to a refund.
I contacted Oman Air directly. They told me they processed the refund to Gotogate on 16 July 2026.
Gotogate has still not paid the money to me.
I chatted with a Gotogate agent on 31 August 2026. It did not help, and my refund is still unpaid.
I could not find any email address or postal address for the company to send a formal complaint to.
Gotogate is operated by Etraveli Group. As far as I can tell, they received the airline’s refund and are keeping it. I have been waiting for months for money that is not theirs to hold.
What I have already done
Contacted Gotogate support and chatted with an agent
Contacted Oman Air, who confirmed the refund was processed
Sent my case to Elliott Advocacy
Prepared a written complaint to Etraveli
What I need help with
Has anyone else had an unpaid refund from Gotogate or Etraveli after an airline cancellation? How did you get it resolved?
Does anyone have a working escalation contact at Etraveli (email or address)?
Would a chargeback through my bank work this long after the purchase? The payment was by debit card.
Does anyone know whether the EU or Swedish consumer authorities accept complaints from non-EU customers?
I have the booking confirmation, the Oman Air refund proof and the chat transcript, and I’m happy to share them. Thank you for any advice.
Five months is far too long to wait for money the airline says it already returned. A Gotogate refund stuck between the airline and the agency is one of the most common complaints we hear about online travel agencies. I’d be climbing the walls by now, too.
Your first priority is getting Oman Air’s refund confirmation in writing, if you don’t already have it. Ask for the date, the amount and a refund reference number. Ask Oman Air to confirm that the money went to Gotogate. That document is your best evidence. Gotogate’s own terms say it pays customers back once it receives the money from the airline. If Oman Air paid on July 16, Gotogate has nothing left to wait for.
If Oman Air’s front line won’t put it in writing, here are its executive contacts:
https://www.elliott.org/company-contacts/oman-air-customer-service-contacts/
Then stop using the chat. Write one short, polite email with a dated timeline: the June 2 booking, the cancellation of your June 15 flight, Oman Air’s July 16 refund and your Aug. 31 chat. Include order number 1135-568-754 and attach the Oman Air proof. Ask for one outcome, which is a refund to your Mastercard by a specific date. Ask Gotogate to assign one person to your case.
The company behind the Kuwait site is Gotogate International AB, part of Etraveli Group. Its mailing address is Box 1340, 75143 Uppsala, Sweden. We list Etraveli’s customer service executives on our Flight Network page. Flight Network is another Etraveli brand, and those executives oversee Gotogate, too.
https://www.elliott.org/company-contacts/flight-network/
Copy Gotogate’s customer service address, [email protected], so your complaint is on file there as well. Be ready for a small deduction. Gotogate’s terms generally treat its own service fees as nonrefundable. If it holds anything back, ask for an itemized breakdown.
On the chargeback, I wouldn’t count on it, but I’d still ask. Mastercard generally gives banks 120 days from the date the service was supposed to happen. For your flight, that window closed around Oct. 13. Some refund disputes run on a different clock, and your bank makes the final call. Tell the bank that the airline refunded the agency on July 16.
The European options look less promising. Sweden’s National Board for Consumer Disputes handles only claims that fall under Swedish law. It normally limits itself to contracts made in Sweden. The European Consumer Centres help EU residents with cross-border disputes. Closer to home, Kuwait’s Ministry of Commerce and Industry takes consumer complaints through its online portal and the Sahel app. I can’t promise it will act against a foreign agency, but a complaint adds to your paper trail.
Scammed at Venmo, but they denied my claim
I was recently scammed out of $1150 in my Venmo account. There were 3 fraudulent transactions within minutes of $500, $500, and $150. I called Venmo to report the scam. There was another transaction of $193 that they asked about, but I told them that it was valid. A day later, I got a report of my claim stating that I was questioning 2 of the fake ones, and the $193 transaction. I called AGAIN and told them that the $193 was valid...it was the other 3 transactions that were fake. A day later, I got a notice saying that they had denied my claim because "the transactions were consistent with your payment history"!!! Really? I don't know this "person" (the account is obviously suspicious), the transactions were within minutes of each other, and I only use Venmo about twice a year. How can this possibly be "consistent with my payment history".
Can someone help me get my money back, especially since it was THEM that screwed up the claim and denied it based on bad data?
Here are the transactions, their opening of the case, and their denial.
List of transactions showing the three fake ones:
You paid Janet Scheeley
Sep 29
payment
- $500.00
You paid Janet Scheeley
Sep 29
paying
- $500.00
You paid Janet Scheeley
Sep 29
pay
- $175.00
You paid Joyce Tapper-Benham
Sep 27
Travel
- $193.00
This is Venmo email opening the case. Note that they include the charge for $193 which was NOT in dispute, and I told two separate Venmo people this.
Hi, Sumner Blount
We're reviewing your Venmo case
Original transaction(s):
Dispute Case IDVM-R-YGN-647408792
Dispute amount$500.00 USD
Transaction amount$500.00 USD (fake)
Transaction ID4696976499140411794
Transaction dateSeptember 29, 2026
Payment sent toJanet Scheeley
Dispute Case IDVM-R-YGN-647408792
Dispute amount$193.00 USD
Transaction amount$193.00 USD (NOTE: this is the VALID transaction)
Transaction ID4695507875010856968
Transaction dateSeptember 27, 2026
Payment sent toJoyce Tapper-Benham
Dispute Case IDVM-R-YGN-647408792
Dispute amount$500.00 USD (fake)
Transaction amount$500.00 USD
Transaction ID4696977757532027052
Transaction dateSeptember 29, 2026
Payment sent toJanet Scheeley
THis is the mail closing the case:
Hi, Sumner Blount
Your Venmo dispute case has been denied
Original transaction(s):
Dispute Case IDVM-R-HTE-647408892
Dispute amount$500.00 USD
Transaction amount$500.00 USD
Transaction ID4696976499140411794
Transaction DateSeptember 29, 2026
Payment sent toJanet Scheeley
We received the case(s) you filed on September 29, 2026. We have reviewed this transaction(s) and are denying your case(s):
Based on our review, we found this transaction is consistent with your payment history. (emphasis mine)
[end]
This conclusion is obviously absurd. I never heard of her, there were 3 withdrawals within minutes of each other, and I generally make about one payment every six months or so.
This isn’t precise but once I was trying to get Venmo to send back money that was sent to a dead account (the vendor didn’t realize they didn’t have access to that account anymore for whatever reason). Really, they could have probably said sucks to suck, but once I emailed them enough times they went ahead and fixed it. I just kept resending my issue with slightly different wording.
Holiday Inn Brooklyn falsely marked prepaid room as "no-show", security evicted me at 8PM, NY AG involved – Need advice on $1,500 settlement
Hi everyone,
I’m looking for advice on escalating a hotel dispute. I had a 6-night stay at the Holiday Inn Brooklyn Downtown fully prepaid ($2,356.59). On Oct 29, they falsely marked it as a "no-show," demanded I pay the $2,356.59 again, and when I refused, security forcibly escorted me out at 8:00 PM.
I have written proof from the GM admitting the "no-show" was a clerical error, and Booking.com has finally processed the full $2,356.59 refund back to the cardholder.
However, the hotel is refusing to compensate me for the unlawful eviction and the disruption to my professional production schedule. I have filed formal complaints with the NY State Attorney General (Intake #1-1391077092), NYC DCWP, and the BBB. The GM went completely silent after I filed the AG complaint.
My question: How can I get IHG Corporate to pay the $1,500 settlement for the eviction? Has anyone dealt with a hotel doing this? I am ready to provide the full email thread, the signed $75 authorization form, and the government complaint receipts to an advocate.
Thank you!
— Sergio Bonacci Lapalma, President, Make Art Not War
Thank you, Christopher. That makes perfect sense. I will pivot my approach to appeal to IHG's commitment to customer service and brand standards, rather than claiming out-of-pocket losses. I'll draft an email to their executive team focusing on the breach of trust and the humiliation of the security eviction. I really appreciate your guidance."
Booking.com Left My Family Stranded During Austin F1 Weekend, Promised to Reimburse Thousands, and Has Since Trapped Me in an Endless Customer Service Loop
I booked months in advance, experienced two accommodation failures, was instructed by Booking.com to secure my own replacement lodging, and am still fighting to receive the reimbursement its representatives explicitly promised.
I'm sharing my experience because I have exhausted repeated attempts to resolve this directly with Booking.com, and I am now seeking assistance from Elliott Advocacy.
What started as a family trip to Austin, Texas, for the Formula 1 United States Grand Prix turned into an extraordinarily frustrating experience involving canceled reservations, an invalid property check-in, thousands of dollars in unexpected accommodation expenses, and weeks of unsuccessful attempts to obtain reimbursement.
The most troubling aspect isn't simply that Booking.com failed to provide accommodations. It's that Booking.com acknowledged the failures, explicitly instructed me to find alternative lodging at my own expense, promised to reimburse the difference, and has subsequently failed to follow through.
I have documented the entire experience through reservation confirmations, emails, invoices, receipts, call logs, and audio recordings of conversations with Booking.com's customer support representatives.
1. The Original Reservation: A Four-Bedroom House Booked Well in Advance
I originally booked a four-bedroom house in Austin through Booking.com for the Formula 1 weekend in October 2026.
The reservation was made well in advance specifically because I knew hotel rooms and vacation rentals would become extremely expensive and difficult to obtain as the race approached.
Traveling with children requires dependable accommodations, which is why I had taken the precaution of arranging and paying for a suitable property ahead of time.
My reservation was confirmed and paid.
Original Booking.com reservation number: 5278223058
However, shortly before our trip, the property host contacted me to say the house could not accommodate us.
Despite this, my Booking.com reservation remained confirmed, and the host had not formally canceled it through the platform.
I also discovered that the property's listing information appeared to have changed after I made the booking. The house I originally understood to have four bedrooms was subsequently being displayed differently, including as a one-bedroom property.
This raised serious concerns about the reliability of Booking.com's listings and whether the accommodation being advertised at the time of booking accurately reflected what the property could provide.
Ultimately, the original accommodation could not be honored, and Booking.com initiated a relocation process.
2. Booking.com Approved a Replacement Accommodation — Which Also Failed
Following the first accommodation failure, Booking.com offered and approved an alternative property as part of its relocation process.
I accepted the replacement and paid the required amount.
The new property issued automated check-in information, including access instructions and entry codes.
From my perspective, the replacement reservation was confirmed, payment had been made, and the situation appeared resolved.
My family and I proceeded with our travel plans and flew to Austin.
However, when we physically arrived at the replacement property, the provided check-in codes did not work.
I contacted the property directly, expecting a simple resolution.
Instead, the property's representatives informed me that they had no reservation for us and instructed me to contact Booking.com.
Imagine arriving in an unfamiliar city with your children, luggage, and a supposedly confirmed, prepaid reservation, only to discover that the property has no record of your stay.
This was now the second accommodation failure associated with our trip.
We had nowhere to check in.
3. Stranded in Austin During One of the Busiest Weekends of the Year
Austin was exceptionally busy that weekend because of Formula 1 and other major events taking place in the city.
Finding alternative lodging at the last minute was extremely difficult, and the limited remaining options were substantially more expensive than what I had originally booked.
My family and I spent approximately three hours attempting to secure accommodations while communicating with Booking.com's customer support.
During these conversations, Booking.com's representatives attempted to identify other properties through their system.
However, representatives acknowledged that the platform's displayed availability was outdated and that properties appearing available through Booking.com were not necessarily available when contacted directly.
In other words, even Booking.com's own customer service representatives were struggling to identify accommodations they could actually confirm.
After the original reservation failed and Booking.com's approved relocation also proved unusable, the company's representatives told me to find accommodations independently.
They expressly assured me that Booking.com would reimburse the additional cost or price difference.
These assurances were communicated by phone and through written correspondence.
I relied on those representations.
Given that my family was already in Austin without accommodation, I had little practical choice but to secure another place to stay.
4. Booking.com Instructed Me to Book Independently and Promised Reimbursement
Following Booking.com's instructions, I found alternative accommodations outside the failed relocation process.
Because of the major events occurring that weekend and the last-minute nature of the booking, I was forced to spend thousands of dollars more than originally anticipated.
This wasn't a voluntary hotel upgrade, a change in preference, or an attempt to obtain more luxurious accommodations.
It was an emergency replacement made necessary because two previously arranged accommodations had failed.
The distinction matters.
Had Booking.com honored my original reservation, or successfully provided the replacement property it approved, I would not have incurred these additional expenses.
I secured the alternative accommodation specifically because Booking.com's representatives instructed me to do so and assured me the difference would be reimbursed.
I paid the expenses personally and retained the supporting invoices, receipts, and payment confirmations.
5. I Submitted the Requested Documentation for Reimbursement
After the trip, I followed Booking.com's instructions to pursue reimbursement.
I supplied the requested supporting materials, including the invoices and receipts showing what I paid for the alternative accommodations.
I also retained the original reservation details, cancellation correspondence, replacement booking information, and communications with Booking.com regarding its commitment to reimburse the additional expenses.
At this point, I expected a relatively straightforward process.
Booking.com had acknowledged the accommodation failures, its representatives had provided specific instructions, and I had complied with those instructions.
Instead, what followed was a prolonged and deeply frustrating customer service experience.
6. Weeks of Calls, Disconnections, Repeated Explanations, and No Resolution
I have repeatedly contacted Booking.com's customer service department seeking the reimbursement I was promised.
Each time, I have encountered some variation of the same process.
A representative asks me to explain the situation.
I explain that my original accommodation failed, Booking.com's approved replacement also failed, and their representatives explicitly instructed me to arrange my own lodging with the assurance that the additional costs would be reimbursed.
The representative reviews the matter, sometimes seeks assistance or approval from an internal team, and indicates that the issue is being escalated or reviewed.
Then, on multiple occasions, the call disconnects at or around the point when the representative is seeking approval for the reimbursement or price difference.
When I call back, I frequently find myself speaking with an entirely new representative who appears unable to access or meaningfully continue the previous discussion.
I have to explain everything again.
The original reservation.
The first cancellation.
The approved relocation.
The failed entry codes.
The replacement property's denial that a reservation existed.
The three hours spent stranded.
Booking.com's promise to reimburse me.
The replacement accommodation I purchased.
The invoices and receipts I already submitted.
And the previous conversations with Booking.com's support team.
Over and over again.
What is particularly frustrating is the apparent lack of meaningful case continuity or accountability.
There seems to be no single individual responsible for resolving this dispute, no reliable handoff between representatives, and no effective mechanism for honoring commitments made during previous calls.
Despite repeated contact and submission of the requested documentation, I have not received the promised reimbursement.
Nor have I received a satisfactory written explanation for the continued delay.
7. I Have Preserved the Evidence, Including Customer Service Call Recordings
One important aspect of this situation is that I have retained substantial documentation.
This is not simply a dispute based on an undocumented verbal promise.
I have preserved evidence including:
The original reservation confirmation and payment information.
Communications concerning the original property's inability to accommodate us.
The approved relocation and replacement reservation.
Automated check-in instructions and access codes for the replacement property.
Correspondence confirming that the replacement accommodation could not be provided.
Written communications relating to Booking.com's instruction to secure independent accommodations.
Invoices and payment records for the alternative lodging.
Records of my repeated attempts to obtain reimbursement.
Audio recordings of customer service interactions, including representatives' assurances concerning reimbursement.
The recordings are particularly important because they document what Booking.com's representatives communicated during the relocation and subsequent reimbursement process.
I would welcome a senior Booking.com representative or an independent consumer advocate reviewing the recordings chronologically.
They demonstrate not only the underlying accommodation failures but also the repeated breakdowns in Booking.com's customer service process.
8. I Have Now Escalated the Matter to Booking.com's Executive Leadership
After exhausting normal customer support channels, I prepared a formal written escalation addressed to Booking.com's executive leadership and customer service organization.
The escalation outlines the complete chronology, the two accommodation failures, Booking.com's reimbursement assurances, the additional expenses incurred, and my repeated unsuccessful attempts to resolve the dispute.
I have requested:
Full reimbursement of the eligible additional accommodation expenses and price difference promised by Booking.com's representatives.
Written confirmation of the reimbursement amount and when payment will be processed.
Assignment of a senior representative or executive escalation contact who will take responsibility for resolving the matter.
An explanation for why Booking.com's reimbursement commitment has not been honored despite the documentation and repeated follow-ups.
My formal demand provides Booking.com 14 business days to issue the reimbursement before I pursue further remedies.
I have also prepared a public LinkedIn account of my experience tagging Booking.com in an effort to bring the matter to the attention of someone with the authority to resolve it.
I am now turning to Elliott Advocacy because the ordinary customer service process has failed to produce a meaningful resolution.
9. Why This Experience Raises Broader Consumer Protection Concerns
I understand that travel reservations can occasionally go wrong.
Properties can cancel unexpectedly, booking systems can experience errors, and operational issues can arise.
But what should distinguish a reputable travel platform is how it responds when those failures affect paying customers.
In this case, Booking.com had multiple opportunities to resolve the situation.
When the original reservation failed, it could have arranged a dependable replacement.
When the approved replacement turned out to be unusable, it could have secured and paid for an appropriate alternative.
When its own representatives instructed me to find accommodation independently, it could have honored the reimbursement commitment promptly after receiving the documentation.
And when I repeatedly contacted customer support, it could have assigned someone with the authority and responsibility to resolve the dispute.
Instead, the burden has continuously fallen on me.
I had to arrange my own replacement lodging.
I had to advance thousands of dollars.
I had to preserve the evidence.
I had to repeatedly explain the same facts.
I had to chase the reimbursement.
And now I have to seek external advocacy to obtain what was already promised.
At what point does a travel platform take responsibility for the consequences of its own failed booking and relocation process?
This experience raises serious questions about the protections Booking.com provides when confirmed accommodations are not honored and what recourse customers actually have when support representatives promise reimbursement that never materializes.
10. I Am Not Asking for Damages — Just the Reimbursement I Was Promised
Perhaps the most frustrating aspect of this dispute is how limited my request actually is.
I am not currently seeking additional compensation for the stress of being stranded with my family.
I am not requesting compensation for the time spent on calls, the disruption to our trip, or the inconvenience of having to find last-minute accommodations.
I am simply asking Booking.com to honor the financial commitment its customer service representatives made.
I was told to secure replacement lodging and submit the receipts for reimbursement.
I did exactly that.
Why should a customer have to consider legal action to obtain reimbursement that the company itself explicitly authorized?
If Booking.com does not resolve this matter within the formal demand period, I intend to explore available legal remedies, including small claims court where appropriate, to recover the reimbursement owed and any allowable costs or interest.
I would much rather resolve this directly and avoid further escalation.
11. What I Am Asking Elliott Advocacy to Help Resolve
I am requesting Elliott Advocacy's assistance in obtaining an executive-level review of this dispute and ensuring that Booking.com honors its documented reimbursement assurances.
Specifically, I would appreciate assistance with:
Connecting with a Booking.com executive or customer relations representative empowered to approve and issue reimbursement.
Obtaining a substantive review of the written correspondence, reservation history, receipts, and customer service recordings.
Securing a clear written determination and payment of the outstanding reimbursement.
Ensuring that this matter is handled as a single documented case rather than being repeatedly restarted with different support representatives.
I am prepared to provide the complete documentation privately, including the audio recordings and the chronological history of my attempts to resolve the matter.
My experience has left me deeply concerned about what happens to travelers who lack the time, resources, or documentation to challenge a company after a reservation failure.
Booking.com's brand is built around helping travelers confidently reserve accommodations around the world.
Yet when my family needed the company most, the confirmed accommodations failed, the relocation failed, and the subsequent reimbursement process failed.
Customers should not have to publicly escalate a dispute, seek consumer advocacy intervention, or threaten legal action simply to get a travel company to honor its own commitments.
I hope Booking.com will finally take responsibility, review the evidence, and resolve this matter appropriately.
I am ready to provide Elliott Advocacy with all supporting documentation and would greatly appreciate assistance bringing this issue to a fair conclusion.
— Raj Jhaveri
Documentation available upon request: Original reservation, relocation confirmation, cancellation correspondence, replacement accommodation receipts, written reimbursement assurances, customer service call logs, and preserved audio recordings.
Hey Christopher,
Thanks for the response. I was refunded for the original house and the relocation booking. I have reported to them regarding the original booking and their listing.
So far it's been radio silence from Booking.com and it seems that success only occurs if you guys were contacting them directly on our behalf. Seems like that has been the common pattern here. Is it possible for you guys to do the same for me and I can provide all the firepower you need?
Best,
Raj
FedEx says “IMEI missing,” then “IMEI is on the waybill.” My phone is still stuck in Colombia, deadline Nov 22
On October 19, I shipped a brand-new, sealed iPhone 18 Pro(declared value $1,300) to a friend in Colombia from a FedEx counter in Colorado Springs, and paid $325.40 for International Connect Plus. The FedEx agent took the IMEI number off the phone to prepare the air waybill. Nobody told me Colombia has special rules for phones or that anything could go wrong.
On October 25, FedEx emailed me that the shipment was “released from customs.” Then it sat there. On October 28, FedEx’s own customs office in Colombia told me Colombian customs (DIAN) had switched it to a formal import because the air waybill “didn’t include the IMEI or the tariff code.” Now it’s stuck in a bonded warehouse. The only way out is to hire a Colombian customs broker and pay taxes, fees and storage, roughly $500–800 more. If nobody acts by November 22, the phone is abandoned to the Colombian government.
Since then, FedEx has given me conflicting answers:
FedEx Colombia first said the IMEI was missing. The next day, the same agent wrote, “The IMEI is recorded on the air waybill.” It just wasn’t in the description field, which the FedEx agent filled out.
A FedEx US supervisor told me FedEx would act as my broker and had me submit a commercial invoice. FedEx Colombia then said, “FedEx is only the carrier,” and that the recipient has to hire a broker.
FedEx confirmed my invoice upload and said “additional research has been initiated.” The next day, the case agent wrote they were “still working with Colombia to confirm if FedEx can be your broker.”
Two days later, I got a “your support ticket has been closed” email with no explanation. A supervisor then reopened it, but there’s still no decision.
I’ve also emailed two FedEx executives (no reply), spent well over 8 hours on the phone and email, and submitted my case to Elliott Advocacy.
What I’m hoping for: FedEx returns the package at its cost, or clears it in Colombia and covers the fees, and refunds my $312.43 shipping charge.
My questions for the group:
Has anyone gotten FedEx to take responsibility for an air waybill error their agent prepared? What worked?
Has anyone dealt with a FedEx “re-export” or return from a foreign bonded warehouse? Who paid?
With the deadline coming, should I have the recipient hire a Colombian broker now and fight FedEx for reimbursement later, or hold out for FedEx to act?
Is a credit card dispute on the shipping charge worth filing while this plays out?
Thanks in advance. I have the full email trail if anyone wants details. Arturo
I am familiar with customs in Thailand and I would expect Colombia to be similar. If your friend wants the phone, they need to use a customs broker and pay the customs duty. Customs now has the phone. They will NOT release it back to FedEx for return. FedEx will not assume responsibility for anything that involves customs of another country.
It is this way around the world. Frustrating and maybe the FedEx agent should have warned you. But they probably had no idea. Governments change policies all the time.
SunRun representative promised to pay for installation of electric car charger now representative “doesn’t recall the conversation“
Three years ago when I installed solar panels and backup batteries in our new home, which, because of so many misunderstandings miscommunication and screw ups, took 18 months to finish the job I told the sales manager I wanted the system set up so I could install a electric car charger. He said that would be no problem. The electricians who are were working on the job here said they couldn’t do it. This conversation went back-and-forth for some little time. Finally, the sales supervisor said it had been a misunderstanding and certainly of course they could install a car charger, but since the job was just about finished, and I didn’t have the car charger at that moment, I should contact him back once I have the charger and he would send a crew out to do the installation free of charge. Now, and yes, it is three years later, I contacted Sun run to explain the situation, they escalated it to a supervisor who escalated it to a “executive resolution team“ after some time and discussion, I was informed that the Sales supervisor, who I had contacted directly both by phone and by text and who never returned my calls or messages did not remember the conversation and therefore, unless I had it in writing, they were not gonna honor the request. I subsequently sent a demand letter to the legal department with a receipt from an electrician who had done the installation asking to be reimbursed as SunRun no longer had the capability of doing the installation themselves at this point my choice seems to be either sue them in Small Claims Court or just forget it. Do you have any suggestions or any method of resolving this for me?
Good morning thank you for your prompt and very studied to reply. As for my demand letter, the deadline of two weeks has pass with no reply. Emails and follow ups to the executive resolutions teams assaulted and nothing. Doing a little research on AI I found that my next step would be disappearing their records. I guess there is a form in small claims court to do so. If you were people can contact them first and tell them that that is what we’re planning on doing I would rather go that route because once I serve them, I feel that I have to follow through by filing the suit. I really don’t know that Sun run wants to actually have to send their supervisor in sales, his name is Matt Cash down here to appear in small claims court. Him taking a day off work, travel expenses, etc. would be more than the $1250. And yes, they were sent the bill from the electrician to see that that was the amount that was spent for the installation. I am aware that is a two year statute and it’s questionable how the court will regard that did this statue invitation start running from the time they made the commitment or from the time that I made the request which I’m not sure one way or the other.
StubHub canceled my Metallica seats, then offered the worst seats in the building
Bought 4 Section 101 tickets for Metallica at the Alamodome (May 22, 2027) on Sept 23. Order 655026906, $1,378.51 total ($239.10 each).
Oct 30 StubHub said the seller can't deliver. FanProtect promises a "comparable replacement" matched on price and seat location. The rep only offered seats furthest from the stage. She also told me this seller had been penalized before.
StubHub's own order page right now shows Section 101 seats available, 4 together. Section 101 is selling for $672 a ticket.
I've used the contact form, called, and emailed executives (Eric Baker, Rachel Coon, Nick Tuyau, Brian Gonas) on Oct 30. No response. Already submitted to Elliott. Any advice on who else to push at StubHub?
Thanks Chris, and thanks Connie. This helps a lot. I'm holding firm on replacement seats, not a refund. Today StubHub's Executive Customer Care told me to just keep checking the link until May. I sent a follow-up to the execs with the timeline, dated screenshots of 4 Section 101 seats together, their own FanProtect wording, and the question about the previously penalized seller. I'll post an update when I hear back.
Get Grohe/Lixil to honor warranty
I purchased a kitchen faucet ("Grohe Blue Pure") in 2018. It developed leaks. I spoke with support and tried troubleshooting, including replacing both cartridges, which did not fix the problem.
I requested that Grohe provide me with a warranty replacement. While this particular model is discontinued, I would happily accept a similar model (even though it won't have the filter).
Grohe asked for proof of purchase. I was able to supply them with a credit card statement from Visa and shipping notice from supply.com. I was unable to provide them with an invoice because:
The faucet was purchased from Supply.com. Supply.com was acquired by
Ferguson several years ago. I called Ferguson's call center and head office
and spoke with four or five people. They claim to no longer have access to
old orders and could not provide an invoice.
I don't have the original invoice email because my contractor purchased it. I checked with them and they didn't save the email from 2018.
I emailed Grohe (Lixil) about this several times. When they did not respond to my August 3 email, I followed up with a phone call on September 16. The rep said he would follow up but never did.
How can I escalate this at Lixil and get a replacement sent to me (or cash equivalent)?
eBay permanently banned me (Top Rated, 418 positive / 0 negative) over parcels damaged in the mail and is holding my $1,476
Elliott Advocacy suggested that I post my case here, so I hope someone can advise me.
I'm a small seller from Ukraine. I have sold Soviet vintage items on eBay since January 2023: 418 positive and 0 negative feedback, Top Rated Seller.
On September 17 eBay permanently restricted my account under the "Bad Buyer Experience" policy, ended all my listings and put my payouts on hold. $1,476.15 is still held. eBay's own Finances page shows the money as "Available", but no payout has been made since September 1.
What the "bad buyer experience" actually was:
- Two parcels arrived damaged in international mail. I refunded both buyers in full within 2 hours. One of them left positive feedback: "the package arrived damaged in the mail, but I have to recommend the seller for great dealings and cooperation!!"
- One return was opened by mistake and closed by the buyer himself 44 minutes later, also with positive feedback.
- One case was closed in my favour, and eBay granted my appeal: "Your seller performance level won't be affected."
Nine days after the permanent ban, eBay sent me a notice confirming my Top Rated Seller status.
What eBay told me:
- A support agent: "we never have and will not mistrust you as a seller... this restriction is permanent and cannot be appealed."
- The Office of the President refused to tell me which transactions were counted, "for security purposes".
- Their reply to my letter to the CEO talked about "an item not being received". None of my cases were about that.
- On October 23 they wrote that payouts "may take up to 250 days or longer". Three days later: "after a 60-day period".
What I have done: appeals, a Notice of Dispute under the User Agreement, a BBB complaint, a letter to the CEO, a registered letter to eBay headquarters, a complaint to the California Attorney General and to the California financial regulator (DFPI). Every answer is a template: "the decision is final".
My questions:
1. Does anyone know an eBay executive contact that actually reviews permanent BBE restrictions?
2. Has anyone had held eBay funds released after a permanent ban? How long did it take?
3. Is arbitration worth it for a non-US seller?
Thank you for any advice.
Thank you so much, Christopher. This is the clearest advice I have received in seven weeks. I will stop arguing about the ban and send one short, polite request about the funds only, exactly as you suggest. I will post an update here, and I will let you know if I am not paid by mid-December.
Stub Hub sold my WS Tix for wrong price
I listed two World Series tickets on Stub Hub. The last listing price I entered was $1,950 each. According to Stub Hub support, one potential buyer started a purchase, but failed to complete the purchase within the allowed time. The tickets were then relisted and ultimately sold.
My issue is that when the tickets were re-listed, the price quickly changed without my intervention and ultimately sold for far below my listing price of $1,950. This is the audit log sent to me:
• October 23, 2026 (4:00 PM): The system updated the status to "Fully Sold" due to a checkout attempt. However, the buyer's transaction failed to complete at that time.
• October 23, 2026 (4:21 PM): The listing failed back to Active status, and the available inventory was automatically replenished.
• October 24, 2026 (4:21 AM): Price was updated from $1,950.00 to $1,800.00, and immediately dropped further to $1,115.00 via the system.
• October 24, 2026 (5:12 AM): A final transaction was generated. A buyer successfully completed the purchase at the active price of $1,115.00, officially updating the inventory and closing the listing.
I am unsure of the time zone noted, but all of this happened while I was sleeping. I received emails just after midnight central time from MLB and Stub Hub confirming the sale.
I did not authorize any price change beyond $1,950. Stub Hub support refuses to believe their system made the error. I believe that the Stub Hub system improperly designated my listing with their "dynamic pricing" feature or some other automated pricing rule that allowed the system to quickly and dramatically reduce the price and cost me $835/ticket.
Thank you very much for your helpful reply! There is no record of any activity setting or agreeing to dynamic pricing. Additionally, once a "listing" becomes a "sale", the listing & the related details are no longer visible. The only thing the seller can view is the details of the sale transaction & payout.
I will definitely send the email as you suggested. Just to confirm, I should send the email requested the audit details of my sale to one of the executives listed on the Backchannel site rather than the general customer service account, correct? I see three executives listed, but I think Nick Tuyau, Senior Manager, Global Customer Service, is the most appropriate. If I should send my message to Nick, do I also copy the general support email account too? THANK YOU!!!
Miss your videos
When will you be returning to making your videos with your boys. I miss them.
Suzanne, we are planning another one very soon. Iden is visiting a friend in Salt Lake City this week, but when he gets back we'll do one on Europe. Thank you for your support — means a lot to all of us!
Milgard windows!
In 2018 we purchased a number of Milgard Windows to update our house. At the time we purchased a warranty that would resolve problems if the windows failed to work correctly. A front window that is in full sun has been problematic. It is a sash window so both the bottom half and the top half can be moved. About two years in, we began having problems with the latch engaging. In one case, the caulk began melting. Milgard was out to solve the problem and resolved the issue in both cases. In one instance they replaced one of the frames. However, the problem has recurred and the latch for the window does not engage. I filed a case with them on September 20, they requested photographs sometime in early October, which were sent. However, I have yet to hear back from them.
I did propose that we change the window to a slider. (we have sliders and other parts of the house that work perfectly well). And this time ensure that whatever is installed is able to operate in full sun. I am happy to pay for the window if Milgard will pay for the installation. I do plan to call them on Monday to see where my case is within their queue. But I’m wondering if anyone in the community has any suggestions on how to deal with this? Or if anyone has had the same problem, or has any ideas on how I get them to respond? A non-working latch is a security issue thanks.
A window that won’t latch is more than an annoyance. It’s an unlocked door on the front of your house. I’d lose sleep over that (I have, over a balcony door that wouldn’t lock).
Before anything else, secure it. A removable window security bar or a dowel cut to fit the track will hold the sash closed until Milgard fixes it. Don’t drill into the frame or attach hardware to it. Milgard says modifications like that can void part or all of the warranty.
Next, find your warranty certificate and sales order. Milgard’s Full Lifetime Warranty covers parts and labor for the original owner for as long as you own the home. Confirm that’s the coverage you bought. The sales order number is etched between the panes of glass in an upper corner of the window, and Milgard uses it to pull up your product.
Your best argument is the history. This is the third time the same window has failed in the same spot. Milgard has already been out twice and replaced a frame once. I think that’s strong evidence the window isn’t suited to that location, and Milgard’s own guidance backs you up. Its FAQ says vinyl frames can distort, bubble and shrink once surface temperatures pass 150 degrees in direct sun. Melting caulk tells you that window is getting hotter than that.
https://milgard.com/frequently-asked-questions
Go ahead and call, but get the answers in writing afterward. Then send one short, polite email to Milgard customer care and to the dealer that sold you the windows. Include your case number, the sales order number and a dated timeline: the 2018 purchase, both earlier repairs, the frame replacement, your Sept. 20 claim and the photos you sent in early October. Ask Milgard to assign one person to your case and to respond by a specific date.
Then ask for a permanent fix rather than another repair. Ask Milgard what it recommends for a window in full sun and whether a different material would hold up better in that spot. I’d hold off on offering to pay for the new window. You may be giving away more than you need to. Let Milgard propose a solution first. If it comes back with a slider at no charge, great. If it offers to split the cost, your offer is a reasonable fallback.
One more thing to ask the technician. Sunlight reflecting off a neighbor’s windows can concentrate heat on vinyl and melt it. If that’s part of the problem, a new window could fail the same way unless the source is shaded.
If you don’t have a written answer from Milgard within two weeks, let us know.
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