After hearing a lot about Airbnb, I decided to make a reservation. I booked a home in Loma Linda, Ca, confirmed with the host, and paid the rent. About a week later, Airbnb told me the host had cancelled, and offered a refund. I should have grabbed it then, but I was stunned about the cancellation. A few hours later they told me they would contact the host if I was still interested in staying there for the dates I had booked. I said yes. I also contacted the host, who told me she had never cancelled the reservation, but Airbnb had inadvertently cancelled it. I emailed Airbnb again, asking for some type of confirmation of my “renewed” reservation. Well, needless to say, this went on for some time, in which I kept emailing, and getting very delayed replies (2-3 days later) saying that they still had not been able to contact the host and confirm availability. Two different stories were floating around.
I finally decided to give up, and call and ask for my money back. If you like elevator music, you can enjoy sitting on hold for 30 minutes or longer with Airbnb customer service, listening to their selection. Then a representative came on, sounding like he’d just woken up. He was absolutely no help whatsoever, telling me that my case had been “escalated” to a level that he could not interfere with. I just finally got a confirmation of my cancellation, and hopefully will see a complete refund in the next five business days. However, I will never use this service again. VRBO is far better, in my humble opinion.