Airbnb Nightmare – Roaches at Two Properties

This was my first time using Airbnb and it will definitely be my last. I just moved to Louisville, KY, and needed a place to stay for a week before my lease for my apartment began. I booked my trip and got to my new home for the week, where I was dropped off along with a huge carful of my stuff (to avoid renting a moving van, we decided to bring stuff down in different trips). The host was nice and the place was older, but clean. But I quickly realized there was an issue when I found roaches running around the kitchen and the bathroom. I took pictures and contacted the host, who was mortified and apologized for it, saying she would send maintenance out that day to take a look and spray. Maintenance didn’t come, and for another few days she kept giving me excuses about why they didn’t make it over yet.

After having a roach scuttle across the bathroom floor as I was getting out of the shower, I decided enough was enough and that I would call Airbnb. I thought it would be a quick process since obviously the listing had vermin, but I was on the phone for four hours, from midnight until 4:00 AM. They were originally refusing to refund anything except the nights that I didn’t stay at the residence (if I checked out early), but eventually I did receive a full refund for the nights I didn’t stay, as well as a 50% refund for the nights that I did stay, free accommodation at a different Airbnb location for the remainder of my stay, and compensation for the UberXL I needed to transfer my stuff to the new accommodation. It sounded pretty good, even though I had to fight for it.

When I got to the new residence, I found that there were more roaches there too. I made this video and contacted Airbnb customer service again. I requested a hotel room for the remaining two nights since I didn’t want to stay at another Airbnb location, for obvious reasons. I also asked for my stuff to stay at the dwelling since it was already paid for and I had no way to move it again, especially through a hotel (do you know how many trips on the elevators I would need? Let alone another Uber which I would need to pack and unload). The supervisor I spoke to told me that they could only pay for one hotel night, saying I could “use my refund to pay for the second night in a hotel,” and that they would only pay for the one hotel night if I canceled the current booking, which I needed for my stuff.

Let me remind you that my refund and paying for the new accommodation was meant to remedy the first roach-infested dwelling. Paying for two nights in a hotel would remedy this current dwelling’s affliction, but Airbnb wouldn’t make it right. Now I have potentially brought roaches into my new apartment, and Airbnb definitely doesn’t reimburse for pest control. I wanted to share this so that others don’t get screwed over by this company, since they apparently don’t seem to care about customer service based on my experience. Trust me, you’re better off booking a hotel.

 

 

Incompetent Response to a Question on Transaction

I noticed from my credit card statement there was an unrecognized transaction about Airbnb. I reported to them, saying I first wished to dispute this transaction. They said I should first contact Airbnb. This was the start of a hour’s merry-go-round on the Airbnb website trying to locate their telephone number. If someone found it they deserve a prize. Finally I found this website who displayed their customer service number. I called them. They took down some information about myself to verify I am who I said I was. When I told them the item I was disputing they said I should take a screenshot of what the transaction was. The transaction was not in my itinerary (that’s why I queried it in the first place). Anyway, then she said she was not the appropriate “department” to investigate this matter. She said she would send me an email to gather more information so that the investigative team could look at. Wish me luck.

Worst Customer Experience, Fake Airbnb Fees

I booked an Airbnb about a month in advance of my trip to San Sebastian, Spain. I had a few messages with the host and felt good about the booking (good location, all good reviews). My last comment to the host was that I had to arrive late: about 10:30 PM due to traveling all day from another city in Spain. I sent this 24 days in advance, yet four days before my trip he replied saying that he will have to collect a 40 euro “late check-in fee” at the door.

I immediately contacted Airbnb to voice my concerns and to find out if this was something he had the right to do. This “late check-in fee” was nowhere on his listing. After three phone calls and a lot of being put on hold, customer service at Airbnb said the host is not allowed to charge an extra fee that’s not clearly on the listing for all to see. They said they would reach out to him right away to “resolve” this as they did not want to cancel the booking without hearing his side of the story.

I called Airbnb for three consecutive days begging for some sort of answer up to the point that I had passed the cut off for cancelling without a penalty and no one could help. Finally I had to beg and plea the night before my trip to escalate to a case manager. She attempted to assist, but literally said she was hamstrung and they do not issue refunds or reimbursements – ever – without at least letting the host respond. Since it was past the cancellation period, she said there was nothing she could do now that they should have reached out to the host sooner. She also said they could issue a coupon for a future stay, but that the max they could ever issue is $200 USD. I don’t know if any of this is true, but it sounded like complete BS to me.

I called my credit card company. They said I was not the first to dispute an Airbnb charge, that it’s not a problem, and they would take care of me. How dare Airbnb take the side of the host. He had three weeks to reply to me and towards the end I bet he was dodging the calls and emails from Airbnb. Airbnb needs to get their act together.

Dirty Apartment, Stayed for One Hour, No Help from Airbnb

I’m complaining big time today. I am deleting my Airbnb account now. What a shame. My sister and I travelled to LA to celebrate her birthday with family and friends and we booked an apartment in Hollywood with two reviews (now we know: red flag). Everything seemed okay until we were in the apartment checking to ensure everything was nice and clean (as usual when staying at an Airbnb or hotel) and we found dirty and stained sheets and pillows, hair in the fridge, a full trash can, and dust in the living room area.

We contacted the host (never got in contact with her; it was always the boyfriend) and never heard from either of them. We called Airbnb and they said we’d be relocated within thirty minutes. At that point, it was approximately 5:30 PM. Thirty minutes went by and we were still waiting to be relocated, so we called again, and again, almost every hour because Airbnb would either keep us on hold for 40+ minutes at a time, or say someone else would call back. It was a really frustrating situation.

It was 1:00 AM and we still had not been relocated. Of course we ended up booking a hotel room. What kind of customer service is this? There has still been no refund, and we never heard from Airbnb regarding a solution. They said our case would be closed because we didn’t have enough proof… we had more than ten pictures of the gross apartment. I do not recommend Airbnb to anyone. Needless to say, we still enjoyed our trip and didn’t allow this experience to ruin our stay in LA. We’re still working to get Airbnb to refund us for staying in a dirty apartment for one hour, as we paid for four nights. Airbnb Hell indeed.

The Airbnb was booked through my sister’s account. Also, the host’s boyfriend accused us of stealing an Xbox. None of us care for an Xbox, and truly don’t even know what it even looks like. He stated he submitted a police report in LA; Airbnb told us the same thing. He is now requesting $200 from us.

Airbnb Customer Service Can’t Understand Anything

Airbnb customer service is an absolute joke. Being a new user, I called to ask why a request to book was still pending after the host had replied to my message and said she looks forward to have me stay at her place. While explaining the issue to the costumer service agent, from the beginning of the conversation, he’s going “mhm mhm mhm” the whole time and you can tell he wasn’t even close to listening.

He had a heavy accent; every time I call customer services they seem to be located in other countries and it’s always the same story not just with Airbnb, but other companies as well like Microsoft. I thought, “here goes nothing.”

I explained the issue three times and he still didn’t understand it. First he said it “might” be because I don’t have a picture up on my profile, then three seconds later he said it’s because it hasn’t been 24 hours yet so she hasn’t seen the request. After I told him the host and I have been exchanging messages, I asked him to transfer me to the manager. I had been on hold for 55 minutes now (still as I’m writing this). This is the last time I use this garbage website. Of course, so much for a $50 service fee for a two-day trip…

Dreadful Customer Service with Airbnb After Host Bailed

On June 30th, I booked a one-night stay in Barcelona. The host messaged at what time I was supposed to check in. It was in Spanish and I couldn’t understand a word of it. My battery was extremely low and I was running out of data. I asked him to reply via text or call, and in English. He did neither. I’d been travelling all day from Granada and had a train to catch for Paris at 7:00 the next morning. It was essential that I slept well. He ignored nine calls and still hadn’t replied to a WhatsApp message over two hours after the time I’d arranged to check in.

I had to find somewhere to sleep and after asking at hostels and hotels that had no available rooms I eventually found a place after walking around with my luggage, tired and annoyed. The only available room they had was 127.34 euros. Was I supposed to walk around and compare prices to find somewhere within the price bracket, assuming they had a room at all!? What’s the alternative, sleeping in a park? What are the chances of finding a last-minute room in Barcelona, let alone one for 60 euros? It’s an impossible task.

Airbnb offered me zero assistance in finding additional accommodation. I was told by the adviser on the phone (after calling twice and being on hold for around ten minutes) that it was too late to book an alternative Airbnb room and I was left totally alone. I had no data or phone battery to research. I had to wander around from hotel to hotel. After being told at numerous hotels and hostels that there were no rooms, I booked the first available room. I didn’t just decide to book the most expensive room available.

I have now been told in a very highhanded manner that I can’t be reimbursed, as I didn’t clear it with Airbnb first. Should I have stood in reception and been on hold for another ten minutes with a dying battery to be told it was okay to book a room? The customer service representative has also refused to forward my case to a senior manager and told me that he considers the case closed.

On Facebook they asked me to send a direct message with my email on Twitter. I did and waited over a week for a response. They only ever messaged via Twitter despite asking for a direct email address. I kept it up and they sent this response: “Thanks so much for your patience throughout the revision of your case. We appreciate the time you’ve taken to share your concerns with our team. However, we have decided to reiterate our final decision for this case and we will disengage from further discussion on this topic. Thank you for your contribution.”

The arrogance is astonishing. This is the most appalling customer service. Any advice on what I can do?

Summer Vacation Went Terribly Wrong With Airbnb

My daughter took her children for a vacation this summer to reward them for doing such a great job in school. She had never used Airbnb before, so I recommended it. She arrived at the place where the host was supposed to meet them; instead, she waited two very long frustrating hours with her very excited children. One of her children has a disability and doesn’t handle stress very well.

When they were finally let in, the place was not at all the same as the one advertised and was so dirty there was no way they could stay there. When she reached out to Airbnb, they said she would not have to contact the host and that it would be resolved quickly. The second case manager said that she should have contacted the host to have it cleaned up. Not only was the hygiene a problem, it was fraud. She is home now with her very sad children because they only had a small amount of money for this vacation and a short time. The booking was for July 6-10 and still not resolved. I have been on the phone with up to fifteen different representatives for five days and they keep telling me that a case manager will get back to me. I’m not sure what this company spends their billions of dollars on but it sure is not customer service. VRBO is the way to go.

How Airbnb Tried to Leave me Homeless in Two States

I have used Airbnb on several occasions before and always gushed about how great they are to anyone who will listen. After this week I won’t be making that mistake again. I’m currently on holiday in the USA (from Australia). I had a place booked in Chelsea, NYC with a male host and another booked with a woman in Washington DC.

The NYC host hadn’t responded to any of my emails before I came to the US but as I’d never had trouble with Airbnb hosts before I just figured he was busy or had forgotten; the booking had been accepted and Airbnb took my money so I had no reason to be worried… or so I thought. The day I was flying to New York I called him. As soon as he heard me say Airbnb, he hung up on me. He then diverted all calls from his phone so I couldn’t reach him again.

I called Airbnb customer service and they told me they’d try and get in touch with him on my behalf. I then hopped on a flight from LA to NYC and figured it would all be sorted out when I touched down. My check-in confirmation email had come through so I tried calling the host again to let him know I was on my way… again, the call was diverted. I rang Airbnb back and proceeded to have the most painful “customer service” experience of my life.

I had to repeat the most basic information over and over, and it was only after half an hour of having to talk to the representative like an intellectually challenged five year old, only after I lost my patience and started yelling into the phone in the middle of JFK airport, only after all of this did I finally pry out of her that he’d cancelled the booking while I was en route from LA. They’d already processed a refund which I was told would take up to two weeks, so I had to shell out $1300 from my holiday money to get new accommodations. Anyway, I was cranky and poor three days into my holiday but I decided to move on with life.

A week later, the day before I was due to get a bus to DC, I messaged my next host. There was no answer from her and I got distracted doing touristy stuff so I forgot to follow up until the next day. I called her before I jumped on the bus and she was shocked that her listing was still online because she hadn’t used Airbnb in a year and didn’t even live in DC anymore. I called customer service again; they told me to make another booking and they’d transfer what I’d paid. I went nuts because that option hadn’t been given to me a week ago. I made the booking, paid a little extra to make up the difference and then went without wifi access for a few hours.

When I got to DC, I found out the replacement booking had also been cancelled. Cue a very angry call back to Airbnb where I finally got someone who wasn’t completely useless and she found some options for me to choose from. With all my holiday money sunk into these cancelled bookings I didn’t really have a choice; I’d originally wanted my own place but I had to settle for a room in someone’s apartment. It wasn’t ideal, but to give credit where credit is due, my host was super friendly and accommodating so that removed heaps of stress. Still, after the past week you couldn’t pay me to risk ever booking through Airbnb again.

The Worst Response to “Airbnb is Just a Platform!”

This little nightmare starts back at the beginning of May 2017. It has just been resolved two months later and still leaves a bad taste in my mouth. At 10:00 PM the night of my reservation, I had to cancel after the host was MIA with directions on how to get into the property. Airbnb apologized for its host and the situation. They encouraged us to get a hotel room and they’d reimburse us up to $150; we spent $129 at Hampton Inn.

You must be thinking “wow!” like we were, and “how nice is that?” They really take good care of their customers. All those good feelings about Airbnb quickly vacated as time went on. I was assured twice by two different employees that everything was in place for the reimbursement. After waiting almost two months and losing patience well past the expected payout date, I called back a third time and spoke with someone who got me over to a “Customer Service Specialist” after we discovered I needed to input a payout method (like a host would) to get the reimbursement. This was news to me.

It’s not that the two-month delay wasn’t bad enough, or the misinformation; this is when it really got hellish. The specialist barked like a dog. He seemed old, cranky, short tempered, and not at all apologetic – not what you’d expect from such a “hip” company like Airbnb. He spoke over me constantly as if he was fighting for his life and this was supposed to be top management. He made sure to remind me that Airbnb is a 37 billion dollar company that is “just a platform”. He blamed us and the Airbnb representative at the time of the incident repeating over and over, “I don’t know where everybody’s head was at the time!”

He made sure to blame the host when he wasn’t blaming his underlings and asserted they are ultimately responsible because, yep you guessed it, because “Airbnb is just a platform.” I took this to mean he felt as an Airbnb manager he had no responsibility for my unpleasant, inconvenient experience with a host they vetted or the employees they hired and trained. So keep this in mind: Airbnb takes no responsibility for their hosts or employees. You’re on your own.

Well, I had quite a bit to say to this guy who claimed to be a “specialist” in the area of customer service. After pointing out that two representatives hired and trained by Airbnb, gave me incorrect instructions and information that delayed my reimbursement, you’d think an apology was in order. Nope. He just got crasser and meaner. I had to pull out the big guns and calmly repeated my dissatisfaction. I hinted and suggested an additional travel credit could smooth this all out and make up for all the mistakes Airbnb made along the way to issuing me reimbursement. Finally, he begrudgingly mentioned, “I can give you a $25 credit if that would shut you up.”

I continued to educate “the specialist” in customer service, mentioning how important it is to go above and beyond in this situation. All my suggestions were coming from my own experience as a business owner with unhappy customers. All he could bring himself to do was issue the lousy $25 credit (the maximum, according to him). A good habit to get into when dealing with these giant call centers is “resolution before disconnection.” There could at least be a confirmation number or the agent’s ID. At the most, it would be completely resolved. Try to get an email confirmation as documentation. Things get “lost” all the time in these behemoth call centers and repeating yourself is no fun.

Well, this specialist wasn’t going to have any of it: no ID, no last name, no email, no confirmation, nothing except a hearty, “just trust me, it’s taken care of.” He did take care of it finally, but the way all of it was handled should make Airbnb hide in shame for such a blatant disregard for its responsibilities as a “platform” and the ultimate satisfaction of its guests.

A Little Piece of Heaven is Airbnb Hell

Our daughter has been attending college in Maryville, Tennessee. She contacted us with the logistics for graduation. After speaking to several family members it was decided that we would look for a cabin to rent instead of all of us finding hotels. My son, who has been an Airbnb host for several years, suggested that we use Airbnb again (we had used it once before with excellent results). The search was on to find the perfect spot for 14 of us to meet and stay for the May graduation. After several emails back and forth amongst the group we had narrowed it down to two places. The reviews were great for both, and the price was about $100 difference per couple between the two. We made sure that the cabin would accommodate the group, and that it would be handicapped accessible, which was confirmed by the host.

After asking a few more questions of the host for “A Little Piece of Heaven” in Sevierville, Tennessee it was decided that we would take that one. On January 2nd, 2017, we paid $1498 for the booking.  It was rented for May 18th through the 23rd. All of us were excited and I exchanged a couple of emails with the host, “Jouandot Enterprises”, telling him that we were excited.

Fast forward to the week of the trip. We were driving leaving Naples, Florida on May 17th heading to the cabin to meet up with family coming from Michigan and Pennsylvania. The host emailed me with the code for access to the cabin and wished us a safe trip. It would be a 15-hour drive and we would stay in Pigeon Forge for the night. We could not check into the cabin until 3:00 PM the following day.

After meeting up with our daughter in Pigeon Forge after her last final, we looked around and enjoyed some of the sights and then decided we would go to the grocery store and then head to the cabin.

We drove in still excited, and upon walking onto the deck noticed that there was an overturned trash can, and what looked like a planter with no plant that had been tipped over. There was dirt all over the deck. We then walked further onto the deck and there was a mop leaning against the wall and a picnic table that when leaned against literally swayed with you. There was a hot tub whose top looked to be either too small or badly damaged as there was a thick layer of dirt and waves in it. Coming onto the deck from the other side, there were molded slats around the hot tub. We saw the two rocking chairs that we had talked about sitting in to look at the view (which was by the way, still stunning). It looked like some type of varmint had been eating the wood above them, and there were wood chips all over. There were spindles on the railing that had been kicked out and had not been repaired. The gate to the deck downstairs was barely hanging on. Looking over the rail, someone had tossed a bag of garbage into the woods below and trash was scattered about.

We saw a gas grill and thought: “Well, at least there is a grill to make the burgers.” Upon further inspection, the three burners were completely rusted through and the grill was filthy.

I used the code and opened the door to look directly at the arm of a dining room chair hanging off the chair to the right, and to the left a spring sticking out of the back of the couch, which was supposed to be one of the beds.

Underneath the dinner table, there was a yellow stain. Urine? Vomit? The rug was disgusting and you could tell that it not only had been there for a while, but it had not been cleaned in a long while.

By this time, I was more than a little upset and my husband said maybe we could just clean up a little and make the best of it. We looked around in the bedrooms and there was not a blind there that hadn’t been broken or was about to fall apart.  We were going to open it up some as it was overcast outside, and dark inside the cabin.

The surfaces looked to have been wiped down, but there was no pot in the coffee maker. I opened the cabinet to find the pot, with a hole in the bottom of it. There were thin quilts on the beds and questionable sheets, with no mattress pads at all. The only spare linen we found was stuffed in a magazine rack in the living room, and blankets had been thrown – not folded – in the top of the closets in both bedrooms. So the question in my mind is: how clean were they?

There were ticks in the bathroom tub and dead roach carcasses in the windowsills and on the dresser in the upstairs bedroom. There was a broken lamp stuffed in the closet that we found when looking for any spare linen.

Trying to make this cabin work was just not going to happen. I stepped outside and tried to regain my composure; I was just sick. I placed a call to the hosts and left a message. By then I was in tears as I had no idea what we were going to do… there was more family en route and nowhere to stay.

There was no way to make this cabin work; it was awful. After about fifteen minutes one of the hosts phoned me, and I explained that I was so disappointed that the cabin was filthy and in such bad disrepair. He said that he was so surprised to hear this as the people who checked out the day before said nothing. I told him that I can’t speak for other people, and I asked if he had another cabin nearby that we could try. He said that they did not. I was mid-sentence telling him that we could not stay when the call was dropped. I couldn’t get him back on the line. He texted me a few minutes later that he would call his cleaning service. I responded that we would be leaving the cabin and going to find rooms in town. I also told him that this was not just a cleaning issue; this place was in disrepair.

The host proceeded to offer us a 20% discount on the cabin if we wanted to stay. I thanked him and told him that even at no charge, we would not be staying.

As I was texting him, my sister-in-law arrived with her family – they have the handicapped son. She took one look and told me we would get a room in town.

One thing the host did say while I had him on the phone was “it is a ‘rustic’ cabin.” My response was: “I have stayed in many ‘rustic’ cabins. I’m from Idaho originally. Rustic doesn’t mean filthy and falling apart.”

I think this would be a lovely place to visit, but hosts need to have pride in their properties. Keep them clean and in good repair. This was one cabin where the reviews and the pictures did not match what we found.

For the record, we work every day.  I cleaned houses and offices for many years and I am now an office manager. My husband is a painting contractor. We work very hard for our money and to be able to afford to take trips, so to find this was totally unacceptable. It was not a great way to start what was to be a celebration trip.

We went into Pigeon Forge and I tried contacting a couple of other Airbnb hosts to find available places that were available to rent for our group. We saw a Cabins USA office, and our daughter’s coach suggested we give them a try. She called them and they had one place available. It was a little bigger than we needed and more expensive; however, it was available, so we took it.

Once we had settled into the new cabin, I phoned my son and asked him what I needed to do. He instructed me to go online and cancel the reservation and then email the host and to do it through Airbnb. I got online at Airbnb and tried using the Help feature in the app to cancel. It kept giving me an error message and just continued to ask me to check in. I then typed out an email to send and tried to send it tree times, receiving an error every time.

Frustrated, I emailed the hosts from the listing on Airbnb. I explained that we had left the cabin, and would not be staying. I asked what I needed to do to request a refund.

The next morning, (19th) I emailed the host again to confirm that we had left and asked what I needed to do to request a refund.

Within the hour, they texted me back and said that they would issue a refund through Airbnb. I responded thank you and went about the day. I thought the matter had been resolved.

We had several activities going on at the college which were about a 45-minute drive. We were there for a graduation, so we proceeded to visit with family and attended some of the festivities.

Later in the day I was shopping and I received a call from Airbnb. I explained that I was in the store and asked if they could call me back? I shared that I thought the matter was resolved as the host said that he would be issuing us a refund. However, I would be happy to speak to them, just a little later. I did ask if I could call them? I just asked that they email the contact information.

That night I checked my emails, and there was an email from Airbnb. I typed a response stating that I felt the matter was resolved. The email was sent at 10:47 PM, May 19th. This email was sent in response to the complaint that I had sent on the 18th – the one I thought had not gone through. I found this out from Airbnb Customer Service.

On the 20th we were scheduled to move our daughter out of her dorm and into an apartment in Knoxville. It wasn’t until later that night I saw different emails on the 20th.  It had taken the better part of the day to move, and I really didn’t think anyone else would be contacting me. Graduation was on the 21st and we had a dinner out so we did not get in until late. I was not looking for any emails or calls from anyone. We were just trying to enjoy this time with our daughter and family.

On May 24th after we arrived home in Florida,  I reviewed the emails from different Airbnb people from May 20th. I emailed a response. There were also several “rate your stay” emails, which I kept deleting as I didn’t want to kick a dead horse. Then about the fifth time, I left a one-star review. It was short and sweet: the cabin wasn’t what we expected, we did not stay, the matter was resolved. The cabin could be much better with a little TLC. No lies, no trashing the people. Short and sweet.

In the meantime, I keep looking at my credit card and waiting for the refund. Then towards the end of May, I sent an email to the host asking if there was something more that I need to do: contact Airbnb, or what?

The next day I receive an email from them stating, “there will be no refund.” Airbnb had left it up to them since I didn’t respond. I responded with an email that stated that I had copies of the responses sent to Airbnb and to him. I explained that I didn’t think I needed to do any more than I did as he told me he was going to issue a refund. I thought the matter had been resolved. However, I also told him I understood that he did that likely so I would tell Airbnb that and not pursue the case any further.

I was so angry. Was he serious? This “host” was just going to take the $1500 and dismiss us? Well, not without a fight.

He also stated that I left him one star… so in my response, I told him that I wasn’t even going to leave that. I explained that I didn’t lie and I didn’t blast him or his cabin, I just said we didn’t stay. This guy is a real piece of work. He works Airbnb to his benefit, and the fact that he did it the way that he did, indicates he has done it before. He also shared that his reputation speaks for itself, and he wished me well.

Again, I got on the phone to Airbnb. I reached them on the same 415 number listed on this site. I spoke to a representative who sounded genuinely concerned at the predicament. She said would email me and I needed to respond. I told her I was at work, so it would be later that night or in the morning (this was Friday, June 9th). There were other photos on my husband’s phone that I needed to send as well.

She told me that I had time, just get them together and send them. On my lunch hour, the same day,  I printed the texts and emails and emailed them to response@airbnb.com. This was a reply to the email that she sent to me as promised. That email went through fine. When I got home I put all of the photos together. I then tried to email them to the same email address and immediately received an error email that Airbnb did not receive the email with a link.  The link took me to the listing for the cabin and hosts along with the help page.

I then called a 415 number and it was a recording that said my response person would get the message that I had phoned and be in touch. Nothing.

This brings me to June 14th at 6:00 PM. I was just walking in the door from work and my phone rang; it was Airbnb. There is a woman who confirms who I am and proceeds to tell me that they are closing my file as I have not responded to their requests… what have I been doing, then? I proceeded to explain that yes, I have responded, several times what is she talking about, and we would not be closing the file, not by a long shot.

Is there anyone there that even reads these responses? We talked for a few minutes more, and she said she understood that there was likely some confusion on my part about the need to respond since you felt the matter was resolved. Not until recently did she find out that it wasn’t. She told me that she would speak to her supervisor and get back to me by phone or by email.

Today, June 14th. Email from BobbiLee:

Hello Kim,

Thanks so much for your patience throughout this process. We appreciate the time you’ve taken to share your concerns with our team. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.

We’re truly passionate about providing our community of hosts and guests with the best possible traveling experience. I’m really sorry that this hasn’t been the case here. Just know that we’re always working to improve our products and policies, and even when we aren’t able to accommodate requests, we absolutely value our users’ feedback. As a customer of Airbnb, your voice is both powerful and essential and I’ll be sure to pass your thoughts on to the right team.

Thank you for your cooperation during the mediation process and for your valued time and contribution.

Best wishes,

BobbiLee

www.airbnb.com/help

My Response June 15th:

BobbiLee,

Airbnb will “disengage” from further conversations even though this matter is far from resolved. I have not spoken to the same person twice and Airbnb feels that they have done a thorough job investigating this case? I’ve sent copies of texts and emails. I was unable to send photos, as the email address that I used to send you copies of conversations had with the hosts always produced an error. I called your corporate office number and it said that someone would be in touch, I sent emails asking what to do… and nothing. Now this?

I did send the photos to the owner. He knows what the property looked like and still couldn’t find anything wrong? He never even commented on it. Maybe he knew he wouldn’t have to provide anything to you, because Airbnb really didn’t care one way or the other? You ruled in his favor, as that’s what he told me, and left it up to him to decide on a refund? So, instead of making your host follow through on what he wrote to me, you threw me, the customer under the bus and let him decide. How convenient for you.

I find that more than a little disturbing and it is apparent to me that I will need to seek other advice. I can’t afford to just throw away $1500 for filthy accommodations.

Shame on you as the company, and shame on the hosts for thinking that this is acceptable.

We were told that we would receive a refund on the 19th at 11:47 AM from our hosts. I thought the matter fully resolved and wrote as much in an email to your staff. A refund is what I was promised and a refund is what I fully intend to pursue.

I will seek legal advice in the matter of this rental. I work hard for what I have and we paid your company up front for a cabin advertised as something it was not. These are unacceptable business practices and I’m more than a little insulted that you think that what Airbnb did was a “resolution” to this situation. You and your “host” turned what was to be a celebration of our daughter’s graduation into a nightmare!

Rest assured I will let others know what happened here. It is like being robbed.

You and your host stole money for a service that was promised and not provided, then lied.

Then neither of you notified me of anything that had changed… a little cowardly don’t you think?

Bad form Airbnb, very bad form. Question is, do you really care? I think not.

 

Pennie Kimberlyn Hall

Very Disappointed Consumer

 

As a follow-up, my husband then phoned and got a young lady on the phone to again explain what had happened. He asked to speak to a manager as it is apparent that the people who answer the phones can’t get anything done. She asked to whom we had spoken and the name of the person we last spoke to. I gave them the name of the representative and then told her there was an email signed by BobbiLee. She told us that she was trying to get through to her, but couldn’t get an answer. She said that BobbiLee was in the office. She said that she would message her to call us back ASAP. It never happened, and we have not heard from anyone since. This was the call that I was told they had received the pictures that I sent, and the cancellation email that I sent, even though I received an error message on my end? So, if they had all of the information and the pictures, how can they say that I didn’t respond to their requests for information?

I found this website. Maybe there is something that I can find out here… thanks for letting me vent. However, I am so truly disturbed by this experience that I will never use Airbnb again. The good experiences that I have had have been overshadowed by this one. I’m disgusted that others may have to go through this as well. I am going to keep working on this, I assure you. I would appreciate any feedback.