As a property manager I use many OTA (online travel agent) platforms. The most difficult to deal with is Airbnb. Their lack of customer service makes it impossible to resolve issues in a timely fashion, if at all. The last issue I had was a staff member accidentally putting a refund request through to the wrong guest. Ten seconds after this was done, we contacted Airbnb and explained we had two guests with the same name and they had granted a refund to the wrong guest.
The outcome was the guest who stayed did not choose to give back the refund so Airbnb closed the issue. The complaint that we had was that Airbnb took weeks to refund the guest. During peak COVID time when we were busy refunding guests they took so long to refund people who desperately needed their money that we had to consistently follow up with them and force them to refund them.
We have had to give many apologies to guests waiting long periods to be refunded, yet they refused to intercept the request to cancel with their accounts department. Instead they refunded a guest who did stay, who did have a good time and who was happy with our service. I think that in this age of choice, whether we be a host or a guest, there are so many more ethical businesses out there to deal with. This company is a disgrace to the original concept of Airbnb. This company should be investigated for its disturbing way of dealing with both hosts’ and guests’ needs.