Unprofessional, Rude, and Unhelpful Customer Service

My partner and I had confirmed a reservation for a modest accommodation in Brentford. It was small; however, it suited our needs due to the location and all amenities. I had been in touch with the host, Gurneet, and we had spoken throughout my booking and afterwards. Gurneet asked yesterday if we’d be able to change our dates to April 31st to May 2nd rather than March 28th- 31st. I told her we wouldn’t be able to as we have no other accommodation in place for the other dates. She assured me that was fine and that the accommodation was still available. When I asked what the issue was she said it was merely a maintenance issue with fire alarms that she’d discuss with her landlord. Fast forward two hours: at 11:00 PM I received an email from Airbnb notifying me that our reservation had been cancelled. Though Gurneet and I were in regular contact on Whatsapp she cancelled the reservation then sent a message through Airbnb.

As soon as I received this, I called Gurneet. She did not answer. Instead I received a message asking me not to call, as others were asleep. I asked her why she had not given any notice of this being an issue prior to cancelling, to which she could not answer. In fact, Gurneet blocked me on Whatsapp. I then tried to call Airbnb, as they claim to be open 24/7. After spending an hour waiting on the line with no answer I went to bed. This morning I called Airbnb again, hoping they could help me. I spoke to a lady called Kira who actually shouted down the line. I’ve never spoken to someone so rude and unprofessional. After discussing the issue at hand, Kira informed me that Airbnb could only issue me with a refund plus 10% of what we spent. However, had the host cancelled 24 hours or less before the date we planned to stay, Airbnb would have helped us rebook. I explained that this whole situation has been so stressful and we had failed to find another accommodation in the same or similar location with the same amenities. She told me to continue looking and rushed to get off the phone.

When I said I didn’t find it fair of Airbnb to only offer 10% when all other accommodations nearby were higher than our price range this is when she shouted at me and asked why I didn’t think it was fair. When I responded to ask why she raised her voice. I said I found it incredibly unprofessional for a member of Airbnb’s staff to shout at a client. She claimed she hadn’t raised her voice – still shouting – and said if I didn’t let her speak she’d hang up. I said I couldn’t believe how poor the service she provided had been and put the phone down. I also explained to Kira prior to this that the experience was much more stressful as my partner is coming from Australia, the airline had already cancelled his original flight which had been due to arrive on March 27th and issued him with one arriving March 28th, so I had to change bookings accordingly. Now eight days may seem like a lot to some people, however we specifically booked in advance as we knew we wouldn’t be able to manage everything if not. Now we are receiving no help whatsoever and I just have to hope I can find another accommodation in time. In regards to Kira, I hope no one else has the unpleasant experience of talking to someone like her who clearly doesn’t suit her job. When she should be encouraging and helpful, she offered no help whatsoever, instead taking it upon herself to shout in a situation that was already stressful to myself as the guest.

Hostess Attacks My Weight In Response to My Review

Where do I start? My boyfriend and I were going to Madrid for a few days to help him prepare for a month-long trip to Africa. He grew up in Madrid and has a Spanish passport. We booked an apartment from a hostess named Olga. She had wonderful reviews and seemed very nice. Well, our stay was not what we expected; it was horrible. However, I understand that my concerns may not be concerns to other people so instead of writing an extremely rude comment, I chose to write an honest, yet professional review of my stay. After reading her review and responding to her review of me, I deleted my Airbnb account. Here is what I wrote:

“The apartment is much smaller than the pictures make you believe. There is no terrace and the only windows are in the bathroom, which isn’t good because the neighbors can see right through when they’re open. If you have a lot of luggage, it is not ideal because the building does not have an elevator. There is really only enough space for two people. If you’re just planning to sleep in the apartment and not cook or plan or anything special, it’s ideal for that purpose since you won’t be spending so much time there. But, since Madrid was more of a stop to another destination and not the destination itself, my boyfriend and I were expecting to have more space and expecting all the appliances to work properly. The apartment just did not fit our needs, and we felt that some things could have been explained better.”

Her first review of me was positive, but when she saw that I was not in awe of her apartment like everyone else was, she attacked me and wrote a second review and a response to my review. Her response says it all so here it is (it is in Spanish so I will translate it for everyone):

“Any apartment is too small for Elizabeth’s size. Of course the hot water runs out when she showers. I recommend that Elizabeth reads the description well before making a reservation. The listing of the apartment said that it was small and that there was no elevator. Also if you travel with four large suitcases it makes it difficult to go up any kind of stairs. In reference to the hot water: the heater has a capacity of 50 liters and this is the first time in four years that someone has complained that the hot water ran out. The internet is made of fiber optics and runs very fast, so we also have never had complaints about this either. I’m sorry she had so many difficulties, but I think the solution lies with her; to pick spaces that are super big and that have an elevator.”

First of all, there was no hot water the first night we got there, nor the next morning. We turned on the shower and only cold water came out; clearly it wasn’t working from the moment we got there. My boyfriend and I had to hand wash ourselves three of the five days we were there. Secondly, size has nothing to do with the perception of the size of the apartment. In her second review of me that is present on my profile, she wrote that I was “extremely heavy.” I’m sorry, but not being a size 6 doesn’t make me “extremely heavy.” I’m a size 16. The average woman is a size 12. The apartment was objectively small. My boyfriend is like a size 6 or 8 and even he was upset with the small size of the apartment. Third, I had two small suitcases and two big suitcases. Honestly, her photos don’t represent the apartment.

I was really upset that she attacked my size just because I was unhappy with my stay. I didn’t mention it in my review, but every time my boyfriend and I tried to cook in the apartment, the breaker would just cut off and all the electricity was gone. By her logic, that is due to my size too. Instead of realizing that she needed to fix some things in her apartment, she attacked me with rude comments. What makes me so angry is that my post wasn’t even mean. Just because I didn’t fall before her feet and praise her like other guests have done, I guess that means a rude and hateful comment is warranted. In short, she was a total jerk and so immature. It’s no wonder girls have body image issues by the time they’re six. Other women constantly put them down and make them think if they’re not a size 2, then they’re fat.

Needless to say, I won’t be using Airbnb again. This was my first and last experience with them. The fact that they don’t have an email or a phone number for you to complain is so annoying. I reported the review and her response, but it is still active. I have attached a picture of her profile and this is the link. If you come across her place, don’t stay there. Although it is (as I said in my review) ideal for people who don’t plan to spend time in the apartment, don’t stay there simply because the hostess is a demon from hell and will lash out at you if you don’t praise her. From now on, it’s hostels and hotels for me.

Airbnb Host with Moral Issues Yelled at Guests

Here is a description of how we were moral policed and character assassinated during our stay at a host’s residence. Some details are left out due to the sheer number of these instances we had to put up with during our stay. The description of the place on the listing was not even close to the real condition of the residence; the room and linen smelled musty (we had to insist that the linen be changed periodically), the room was infested with mosquitoes at night, the walls, fans, and bathroom were dirty, and we had to either take the initiative to clean the place ourselves or personally supervise the cleaning as the host would grudgingly offer to have place cleaned or come back to us with statements like “previous guests put up with this so why should it be a problem for you?”

My partner and I have both backpacked (in India and abroad) and understand that hygiene levels slightly vary from the listing to reality but I’m talking about hygiene levels akin to living in a shanty, (things like coats of dust, grime and oil stains on the walls and switches of the alternative kitchen we were given, a filthy bathroom). The host even had the audacity to lock her kitchen at night without informing us (reason being – she did not list that non-vegetarian food was not okay and hence locked the kitchen to keep us away from using her utensils and basic cooking items). Though highly unacceptable, we tolerated these aspects (primarily because she refused to negotiate a refund or solution) and either cleaned things ourselves or made sure we were supervising when these issues were not taken care of (a clear responsibility of the host that was not fulfilled).

However, what was uncalled for and down right insulting were the remarks, attitude, and judgement that the host and her husband had towards us during the entirety of our stay. The final straw was the incident on the last day when the host’s husband simply insulted me by openly making a character judgement. Earlier they had turned down our request to have a buffer zone of a couple of hours to use their facilities on the final checkout day as we had a train that same night. Having taken enough time already, we checked out at 11:00 AM and were waiting for our taxi with our luggage at the main gate. I went to get a taxi to our location, while my partner monitored the luggage. The host’s husband passed my partner at the main gate without saying a word and then halfway down the road met me and started yelling – literally yelling at me on a busy street in front of all to see – saying:

“You came home at 5:00 in the morning – I know what kind of a girl does that!”

“Is this the behavior that your family raised you for?”

“What type of character does a girl like you have to behave like this?”

“Take a good look at your behavior and disgusting character! My wife and I are extremely glad you are leaving! Take a look inside yourself and stop being like this!”

This could have been completely denied by the host but instead she called us to confirm that this incident took place and went onto say that her husband always behaves like this and creates a problem every time. Then she sheepishly told us that “I know you will leave a bad review because of this and we have only been good to you.” I mean, there are ways of being two faced and this host really showed it. Basically she was calling to do damage control for this entire incident and tried to make it seem like she had nothing to do with any of the moral policing, insults, and character assassinations that we had put with for the past nine days. We were essentially being held for ransom to continue staying there because she had our money and refused to come to a negotiation even though we made it clear on numerous occasions that we were unhappy with the hygiene conditions, insults and passive aggressive judgements of the host and her husband. This is one experience that has definitely disgusted us and made us really wary of choosing listings.

New Year’s Cancellation: Three Red Flags

My family and I planned an overnight visit to NYC on Christmas Day in 2016. We found an Airbnb listing for an “Amazing & Modern” apartment in Times Square for our stay. The first red flag was that the payment was in One Vanilla prepaid cards. The second red flag was the security deposit: how does one get his security deposit back when the payment is a prepaid card? The final red flag was that we could not find the apartment when we did additional searches on Airbnb. We could not find any support on Airbnb so we opted to cancel the reservation as we did not want to be without a place to stay on Christmas Day in NYC. After a day or so, my wife sent a nice email staying that due to some concerns we would not be staying at the “Amazing & Modern” apartment. The response from the person we were in contact with via email wrote back to my wife: “Thanks for wasting my time.” My wife responded with an email that she wrote: “Ditto.” To which the response from the person we were dealing with was, and I quote: “I shit on your mother’s grave you faggot!!!!”