Airbnb Unable to Accommodate Non-Smartphone User

We added a new gite (vacation home) to our existing Airbnb account. I reached the end of the process but was then thwarted by the verification process. I scanned and attached a passport (which I had not been asked to do on my first gite and although a message is now there the posting is still active without it) and then it said to take a selfie and post that. I do not have a phone that takes photos, it just texts and calls — I know, very old fashioned but it’s all I want or need. I have photos on the computer but there was no way to upload them.

I managed, eventually, to have a live chat, but it became obvious that the rep was a computer as she did not address my problem, just gave me company rules and regulations. I went onto chat again and (maybe) got a person. She also quoted rules and regulations to me. I explained that, in these hard COVID times maybe they had to be a little flexible, that they had my passport and surely an uploaded photo of me would be enough. Each time she responded she told me to use a certain ‘app’ or to do something only possible with a smart phone. Each time I explained I didn’t have one and had no ability on my computer to take photos.

This went on for a while and I tried to keep my temper in check. Eventually she said I could complain via a feedback form. I pointed out that these are not responded to individually and she said that despite that Airbnb would keep in mind what I had said — a big help. I sent three more messages asking for a supervisor or an email address where I could contact someone more senior. Eventually she said she would pass my messages on. I am going to lie down in a dark room now. My new gite is not published and, frankly, I am looking at other sites. This is just too bad.

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