I reserved a room for a week and confirmed with the host that I would be returning at 1:00 AM from a conference each day. He did not have a problem with this and I was quite respectful of his space. On the third night when I got back I was locked out. He had locked the inside door to which I did not have keys. This was my first Airbnb experience and the last. It was 2:00 AM (I took an Uber from Downtown LA through construction). I had a long day at the conference and had to be back up to prepare for the conference bright and early. As a woman locked out in Inglewood, not knowing the area, only having enough money for food and transportation for the week, it was a pretty traumatic situation.
I could not locate Airbnb’s phone number to file a complain anywhere online when I looked during my brief breaks I had at the conference. After it was over, I finally searched online for awhile and was able to find a phone number and called only to be strung along by Airbnb. I don’t know which is worse, getting locked out in the middle of the night or the fact that Airbnb staff was unwilling to assist me in this matter. I have called three different times and spoken with a supervisor, who was not very helpful either. She said I needed to go through the resolution center. The host and I communicated through Airbnb before I contacted customer service. He was only willing to reimburse for two nights when he locked me out, and an additional night so I could stay there. We spoke briefly the following day after he locked me out and I informed him I was not comfortable staying there given the fact he locked me out and I didn’t have access to my belongings. He offered to reimburse me $50 at first. I have asked to speak with a manager and the supervisor informed me she was the highest person there. She refused to inform me who her supervisor was. I am not impressed and would not recommend Airbnb.