I’m running a small rental company. I’m an experienced host and I’ve advertised my properties on Airbnb since more than 3 years, in total 3 apartments and 7 rooms. I’ve received more than 500 excellent reviews from happy guests. Everything went well till the technical problems started to occur a few months ago. One day I suddenly couldn’t send or receive any messages from guests and potential guests. Nor was my calendar working properly. Being able to communicate with your guest and update your calendar is crucial to rent out, especially if you coordinate several properties.
Of course I immediately called Airbnb and explained the issues. A friendly customer service agent told me they would look into the problem immediately and she passed the case on. But as the days went by and the problems continued to occur, I contacted Airbnb again and asked about the status of my ticket. I was told my case was passed on to the technical department and I just had to wait. So I waited, for more days, and WEEKS.
And the problems started to pile up. As I could no longer communicate with guests through the airbnb system I had to make expensive calls to all guests to arrange their arrival and departure and other practical details. Worse was it to reach those guests with no phones and no visible email address on their profile, resulting in several lock outs and angry guests, and also bad reviews. Several times I tried to contact Airbnb regarding these severe issues, but all I got was the same response “we’re sorry for your problems, but we cannot do anything, you’ll just have to wait”. So I waited, for weeks and MONTHS. I wrote, called, yelled and begged, but no matter how much I stressed the urgency of the very bad situation I got the same answer from Airbnb customer service “we’re sorry, we cannot do anything, you’ll have to wait till the technical department decides to give your case priority”, and there was no way I could be put through to the people responsible for my problems. Those 3 months were a living hell, full of stress, angry guests and misunderstandings. Furthermore, my properties couldn’t be booked because of technical issues, causing a big loss of money.
Finally, after nearly 3 MONTHS the problems got fixed. I asked Airbnb to refund the extra expenses I had as a direct consequence of the technical issues, but those requests were ignored.
For those who doubt this story is true, I can provide screenshots of all written communication with airbnb customer service.
So, my message to you is: Never ever believe that Airbnb will help you if you need urgent technical assistance. You’ll probably be able to reach a customer service agent saying he / she is sorry, but you’ll never be able to get through to those people responsible for your problems.
I’m now using other, more reliable services, you can check them out on my website similar-websites-to-airbnb.fastweb.no