Can’t Contact Airbnb About My Extenuating Circumstances

I had my first Airbnb trip planned for this week. I was very excited about the trip, but Sunday evening I had a head injury that required ten stitches. Thus, I couldn’t travel this week. I contacted my host and she has been wonderful, however, Airbnb will charge her a fee if I don’t report my “extenuating circumstances” directly to them. According to the policy on their website, I am eligible to cancel my trip and get a full refund. The problem is that they don’t tell me how to contact them with documentation. When I search “contact Airbnb” I’m routed to their list of help questions. Of course, the answers to these questions don’t help. I have responded to their help page feedback, but I’m not getting any answers.

I finally did a Google search and found the Airbnb phone number on Airbnb Hell – thank you for that. I called and talked to a representative who was very nice, but he had to put me on hold twice to get the answers to my questions (improper training). He told me to email my documentation, but I said the email isn’t on the site so I needed to know the email address… he actually had to put me on hold for this. He came back and said that he would have to email me and that I could answer the email and attach my documentation. He did send the email right away (from response@airbnb.com). If this does not resolve the problem, I’ll be back on this site to write a follow-up.

Awful and Stressful Experience Contacting Airbnb

The host was unreachable. I booked this reservation for my 21-year-old son. The host did not leave a building key and promised to let my son in by buzzing him in through his cell phone. My son was left out in the freezing cold a few days in a row because the host would not respond. He could not get into the building. We wrote to the host on Airbnb and barely got responses. He promised to leave us the building key but never did. He then claimed my son lost the key and was going to charge us for it; he never left it. This was an awful and very stressful experience. My son left the premises after just a few days because he did not have easy access to the apartment.

I am disputing the charge with my credit card company but it seems that I will have to eat this cost because Airbnb is completely unreachable. There is no email address to contact them. Their help on the site has questions and answers but no phone number. You can never speak to anyone. I used Google to search for a contact number, was on hold for over a half hour, and then hung up. No one answered if that was even the right number. Do not use Airbnb. You will be throwing away your money.

Impossible to Speak to an Airbnb Decision-maker

Airbnb has insufficient customer service: everything is automated, and the staff has changed from the US to an overseas call centre where nobody has any authority to handle anything but straightforward cases. There is no email address, no complaints department, and no phone numbers a robot company with incompetent employees. There are two issues with this system:

1) My previous guest did not check out, left half of his stuff in the room, and took the house key to my home where I live with my family. This is a major security issue because a stranger is somewhere out there with the key to my home in his pocket and nothing has been done from the Airbnb side. I spent the whole evening on this speaking to four people. Now it is 10:00 PM; I started to ring them at 6:00 PM. To change a door lock in Australia costs $350. That’s not enough cover for damage done by guests.

2) Photographers. After I moved houses, it took nine months to finally get someone to take an accurate photo of my single room. Because I have no fish eye lens I was not able to take a decent photo of the room from an angle where everything is visible. After the photographer finally arrived (three hours late) he took photos and downloaded them to the wrong listing. This was four weeks ago. In the meantime I got bad reviews of guests who thought rightly, that the advertised photo (room in the old house) is inaccurate, even though the same furniture is in the room. I called Airbnb four times where I was left waiting for hours. Despite this, nothing has happened. Airbnb threatened to cancel my listing because I do not have five-star reviews due to the inaccuracy issue.

In addition, the expectations that hosts have to provide five-star accommodation and service is unrealistic. A hotel room in my area starts from $180 per night and I charge $26. I provide low cost accommodation in an almost brand new, meticulously clean home in a beautiful area. 98% of all my guests were very happy with my service and facility. Surely one cannot expect butler service and five-star accommodation for $26 per room per night in an expensive tourist area in a western country like Australia.