Confirmed Booking Glitch Cancelled by Airbnb

I had paid for and confirmed a booking through Airbnb, which was cancelled due to a glitch in their system. On the night before my flight and less than 24 hours before my scheduled check in, I logged back into Airbnb to get my check-in information and the booking was gone. It took over an hour to finally get a person on the phone from Airbnb, and then another hour on and off hold.

All they could tell me was that I had a booking and now I didn’t. The host hadn’t canceled; it was simply an error in the Airbnb programming. Then it was less than 24 hours and I couldn’t book with the same host because he had a 48-hour notice rule. Airbnb issued the refund, but when I asked them to help with a new booking, the guy outright laughed at me.

I could not believe how awful the customer service was. This company simply doesn’t care about people, guests or hosts. They are completely profit driven. They pretend to be a brand that cares, but their actions speak louder. I ended up booking a last minute hotel for the same price.

Posted in Airbnb Guest Stories and tagged , , , , , .

One Comment

  1. Airbnb’s customer service is horrible. Unprofessional and ignorant. I’ve had the similar technical glitch related problem and when I pointed this out, some customer service told me that there’s no one at Airbnb responsible for those system glitches and she refused to help me. Whenever I see Airbnb ads with those can-not-be-delivered-phrases flashing on Google, I feel like vomitting. Airbnb is more like fraud.

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