I have been a regular user and guest with Airbnb and have had no real issues until recently. When I attempted to log into my account to book two stays for the summer, my account was locked for no reason.
When I attempted to log in, Airbnb asked for a detailed message of what I needed help with, without first telling me I was locked out. After several attempts, I figured the message would get a response within 24 hours. After three days, still no response. So I called the 1-800 number and got a message that they would respond in five minutes. I waited on the call for 45 minutes before someone answered.
The guy updated my contact information and said “unfortunately, I need to send this to the case management department.” I asked him how long it would take and he said “24 hours.” I was upset that no resolution was made but figured I did all I could.
It’s been 48 hours and still nothing. I’m waiting on the line for customer service now (20 minutes and counting). I have tweeted their account and checked all emails, with nothing. Does their customer service department even exist?
I used to love Airbnb but now I’m afraid if I continue with their services, something more serious is going to happen and I won’t be able to get a hold of anyone. This is awful for guests and hosts if they need something handled.
I have two bookings I need to finish by the end of this week or I will have no place to go. I tried creating another account through Facebook and as I reached the check out for the booking (with my credit card information already entered) the new account was locked. If that doesn’t smell like a scam, I don’t know what is.