Recently I tried to use Airbnb to book a room in Miami. With a couple of days before I travelled, I could not complete a booking as it seemed there was some technical issue with my card on the platform (I had used Airbnb before to book a place in Rio and had good reviews for my bookings and no problems). I contacted customer support and got an email saying my problem was being escalated and then nothing. There was no further contact so in the end I had to reluctantly book a hotel.
Upon my return I noticed that there was a debit and a credit for a booking from what seemed to be someone in Glasgow on my account. It had nothing to do with me and seemed to be a failed attempt at fraud. The next communication I received said my account was being terminated with no explanation or dialogue about the fraud attempt. In fact, there was nothing apart from “goodbye, you are blocked forever.”
To say Airbnb customer service is a joke is an understatement. How the founders of this company can walk around in public without hanging their heads in shame I do not know. They have by proxy impugned my reputation, left me with a very nasty taste in my mouth, and now I have a burning desire to tell everyone who will listen not to use Airbnb. Don’t trust them and forget about customer service when dealing with them.