Airbnb Offers No Customer Service Whatsoever

Let me first say that Airbnb offers no way to leave a comment or complaint. I tried, but when I left a comment in the cancellation field under the “other” box for reasons, I couldn’t process the cancellation. I was only able to cancel using one of their predetermined reasons (that don’t allow any comments). Jessica (my host) did not notify us that the location of her Airbnb houseboat had changed. We made the reservation on September 9th, 2016 for February 17th-24th, 2017. Had I not visited her listing this week, I still wouldn’t have been aware of the change. I booked a stay on her houseboat at Regatta Point Marina in Palmetto – a full service, premier marina. Her original description listed the marina amenities: pool, exercise room, a bar and restaurant on site, and gated. The boat was located on C Dock. Jessica’s listing description has now changed to state “the location of the houseboat has changed”… since when? Sometime around December?

I found out it was now located at the Bradenton Beach Marina – a mom and pop place with none of the aforementioned amenities – under and next to the bridge (causeway) that connects Anna Maria Island to the mainland; in other words, it’s noisy. This is not what I agreed to when I made the reservations. Although Jessica has changed the description of the accommodations, she left the location map and pictures from the initial listing on the Airbnb website. I called Jessica the morning of February 9th, and she did not return my call. I sent a message from the Airbnb website the morning of February 9th, and she has not responded. I feel she should pay the Airbnb service fee for our cancellation as the property description and location has changed substantially, and she has not communicated with me regarding these changes. It seems she would have at least notified her confirmed guests back in November or December there was a change so if they wanted to make other plans, they could. I tried to copy the URL from the listing but it had been removed immediately after I cancelled.

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