I was going to New Orleans for a work trip and thought I would find a nice Airbnb. I looked around, found one, and made a reservation. Everything was good so far. Then I started working my way through the reasonable verification process. I sent in my drivers license picture and then clicked the Facebook verification tab to complete the process. Despite having had a Facebook account for years, it seemed like Airbnb didn’t think I wasted enough time on it; they rejected my Facebook verification. Then I tried the video verification. The website said that I would get approval from their verification team within a few hours. I recorded the video, and nothing happened. There was no ‘submit’ button and it didn’t seem to submit itself. It just sat there. I figured I would let it do its magic and left for a few hours. When I got back I had an email from Airbnb saying that I only had a couple more hours to do my verification video before my reservation got canceled. I searched all over their website looking for a way to get an answer, but despite the friendly ‘we’re here to help’ messages all over the site I discovered that they were decidedly not here to help. There is absolutely no way to contact Airbnb through their website. I kept going back to the verification page trying to figure out what was wrong. When I did I saw that the Facebook verification option had disappeared and been replaced with an American Express tab. Then the video verification tab disappeared as well. When I originally tried to verify with Facebook there was a page that showed all of the data that they wanted to mine from my profile. That included all of my contacts. I deselected that box because I didn’t want my contacts to start getting hounded by this company. What are the chances that my Facebook profile was rejected because I wouldn’t give them unfettered access to my private data? I’m thinking pretty good. I always had a pretty good opinion of Airbnb and the way that they helped people make a little money. I now have a pretty lousy opinion of the company. They refuse to allow me access if I don’t let them scrape all of my friends’ information and they make it nearly impossible to get any customer service. Shame on Airbnb.