Airbnb sent me several emails asking me to post a review of an experience/tour we booked through them. I would have been happy to do that. This is the email I sent them, when I was finally able to get a hopefully workable email address:
I would have been happy to give feedback on this experience, but your completely dysfunctional system made that impossible. I received at least three emails from you asking me to post a review. Each time I tried to do that, I encountered the same impenetrable, multi-step barriers:
- The first step asked to me to login to my Airbnb account; fine, I did that.
- The next link asked me to click on an “I am not a robot” captcha; also fine.
- This led me to a page where I could book a new reservation, but not a review, with the header: “Unable to perform action. Please try again later or contact support if you need immediate assistance.”
- Unfortunately, contacting support requires logging in, and each time I attempted to do that, I was connected back to the same page: “Unable to perform action. Please try again later or contact support if you need immediate assistance.”
- I tried to reply to the original email but of course it is a “no reply” email address.
- I was only able to get the email address I am using now by going to a website aptly titled “Airbnb Hell.”
That allowed me to call a phone number in Northern California, where after 7 or 8 minutes on hold I was able to reach a customer service representative. She went around and around for several minutes attempting to verify the original reservation, which was done through another family member’s Airbnb account.
Please remember: you sent me the original email asking me to review the experience. If you cannot locate or track that, that is a failure of your system and should not be my responsibility. After several painfully futile minutes wasted on the phone, I asked the representative: can you give me an email where I can share my concerns with the company, yes or no? I had to ask directly at least four times before she gave me this email address. Next time I think we’ll use one of your competitors.