Airbnb Reduced me to Tears Trying to Get Verified

I have used Airbnb a few times now and have been happy with my hosts; it’s Airbnb that is the problem. When booking a place in Krakow, I came up against this ID verification system. I tried to do as it told me but it just would not accept scans of my passport. I was worried the hosts in Krakow would think I was not paying quickly enough and I tried to explain the problem. They didn’t really understand but were understanding. I needed this sorted so I spent ages on the phone trying to get help.

After some hours I got help and the guy talked me through a way of verifying me. I was then told it had accepted my ID and I could now go ahead with my booking. Everything was resolved at last. I have booked other places since then and had no problems. Yesterday when I tried to book a room I was confronted with the ID request again. I have spent about eight hours trying to talk to Airbnb. I spoke to a girl on a very dodgy line and could barely understand her. She was confused about my problem and didn’t know what to suggest. She was asking me to do various maneuvers, none of which worked. I finally had to hang up as I was busy. She emailed me and said she was going to sort it out and get back to me.

The next day I hadn’t heard anything, so resorted to phoning again. I got through to three people somewhere in the world and the phone lines were so bad it sounded like they were underwater. On the fourth call, I got someone in Ireland. I explained the situation yet again and he was totally mystified as to what to suggest. He said he would get the girl to call me since she had dealt with me yesterday. I started getting phone calls which when answered had no one on the line. The phone kept ringing and there was always silence on the line. I knew it was Airbnb.

She finally got on the line but sounded like she was underwater. I was not very polite. She managed to say I was not verified after all and needed to do it again. When the host in Krakow was told I was verified this was not true. I hung up and said the telephone line was not satisfactory. I sent her a good few emails about how appalling Airbnb was and even when I was told to click on the Help Centre links it just took me to the history of places I have booked before. I could go on but I do have a life other than Airbnb. I have spent hours on the phone at my own expense speaking to people underwater. Enough. I have now booked a hotel. It’s sad because I was enjoying my trips with them. In theory the idea is really wonderful but sadly Airbnb is useless.

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3 Comments

  1. Airbnb HELL is a most appropriate name……the time I have wasted trying to get ‘verified’…..screw that….their ‘system’ sucks….I got a confirmation number and they put hold on my credit card….and then they cancelled me because their sucky system would not upload my license or pictures for ‘verification’ …..I’ll stick with hotel/motel…no time to waste

  2. BRAVO for posting this story. Verification is horrendous. They just put me through this brick wall process and it looks like I can’t use the service anymore after previous good experiences. They just don’t care as they will get enough people using the system to still collect their money. ‘Really offensive as some of us have very important business in other cities, that’s why we are looking for accommodations.

  3. Real bed and breakfasts, hotels, motels and hostels have a very simple verification process- a valid credit card and maybe a drivers license at check in

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