I would not book with this host or Airbnb ever again. She canceled on us five hours before our planned check in. I reserved her apartment eight months in advance. She had even confirmed with me three days prior to the cancellation. I got the text message canceling our reservations on my way to the airport. I was baffled; I thought this must be a mistake.
I called her and she said there was “damage” to the apartment. Airbnb did credit my account and gave me a larger credit than the original price but other than that their customer service was a total fail. I called them three times and spoke to three different representatives; I was disconnected twice. The representative who finally did help me told me to open the app or the website and use the credit to find a replacement myself.
This would have been okay even 24 hours in advance but I was basically at the airport now for a 45-minute flight. The customer service representative asked me for the URL of the other apartments I was looking at. I was using the app; there are no URLs in the app. I told her the name of the listing and she put me on hold for 13 minutes. In the meanwhile, another friend of mine coming on the trip called and booked two rooms in a hotel.
The woman I got on the phone was trying to help me but it was clear that the customer service representatives are not trained in troubleshooting a cancellation on the day of. I was very lucky that we were able to get a place to stay on such short notice. It was high travel season for the city. Most of the accommodations on Airbnb that were available were too small or huge and expensive which the $80 bonus credit was not going to cover.
I really wanted to like Airbnb, but the experience made me appreciate commercial hotel chains. I do not plan on using the app again unless I have a backup place to stay. It’s been four days and I am still waiting for my refund. Even though this cancellation was the fault of Airbnb and they couldn’t adequately address the issue, I still have to wait up to 15 days for my refund.