Having booked an Airbnb to stay three months before my bachelor party, we were notified at 9:00 PM the night before check-in that our host had been evicted. In the email notifying us, the case manager provided a refund and a $200 credit, along with three listings that were 30-50 miles away from our original location. Needless to say, there were no desirable homes, and very few suitable ones for a group of our size. After finding a number to call via a friend who works at Airbnb, I spoke with an agent on the phone, and the agent told me they were going to run a few more searches and call me back. An hour later, I called again, found out that outbound calling was having trouble that evening, and the agent wasn’t able to call me back. They also weren’t able to help us in our search for housing either. We ended up finding two entire homes on the site our own and booked them that night, utilizing the $200 credit as well. In the morning, we were denied one house (it had already been rented, apparently) and were told that the host would be staying with us in the other as they weren’t able to find alternative housing on such short notice… tell me about it. We cancelled the second home, although we were charged for a day because we were within 24 hours of check in. We ended up booking hotel rooms instead. A week later, we still haven’t received a refund for that one day and have no credit to compensate us for the additional cost of a hotel and pain that this cause. Overall, I couldn’t be more disappointed with Airbnb’s customer service and lack of effort with what was a really important weekend for me.
Airbnb is having a promotion where if you refer a friend, they receive an automatic $35 credit in qualifying first time bookings. Well, according to them, “qualifying” is referring to a trip of at least $75, which was fine since the trip my friend wanted to book was over $350. However, every time he clicked on the link, there would be some kind of error that would prevent him from redeeming the coupon. First, the IDs that they requested were constantly being declined for no real reason. After trying for 30 minutes, he finally got them to accept an ID. Then, of course, the credit was not automatically added to the trip during check out, as had been promised. Thinking it was some sort of error, we tried again, and again, and again… and nothing. We tried making the booking using the phone app for maybe an hour. So he became frustrated, and we try to find some way to contact Airbnb. When you click on “Contact Airbnb” in the help section, nothing happens: no link, no number, nothing.
Although I have had relatively positive experiences with Airbnb in the past, the inability to redeem credits that they keep pushing feels unpleasant. It almost seems like a scam in my opinion: they push and push and when you finally refer someone the credit doesn’t even go through. Since the person already went through the hassle of registering his ID and everything, chances are he will make a booking anyway. By the way, we are not unfamiliar with technology; we’re in our mid-20s and grew up with computers. We know our way around websites and software, and we’re pretty convinced this is something on Airbnb’s end (potentially deliberate). Now we’re here to complain about the issue, and I feel my experience with them has been tarnished. It’s for something so silly too: not giving credit that they constantly advertise. It seems greedy to me.