My sister was widowed in October 2019. I booked a trip on Airbnb for Christmas in Mexico so she would not have to spend Christmas alone or in town remembering her loss. We arrived, headed to the condo, rang the doorbell, and no one answered. I attempted to contact the host; I got no response.
I contacted Airbnb. They told me to go have lunch while they tried to reach the host; they would pay for it. Hours later, nothing. After numerous calls, and being hung up on, Airbnb emailed me saying the reservation had been cancelled and there was nothing they could do – I should request a refund.
The restaurant/bar we were “waiting” in was now to the point they were providing me free shots to help me cope. Not the best idea. My husband and I were abandoned in Mexico with a widowed diabetic sister who was now panicking, and my daughter and her boyfriend.
Hours later, my husband was able to get us hotel rooms: three different rooms, in three different buildings. Oh, and the cost? Over $5,000.00 My sister’s blood pressure had shot up, and her nose was bleeding everywhere in the hotel lobby. Airbnb continued the abuse; they called me to tell me a “case specialist” was looking at the case. What a joke. Again, they sent an email saying the case had been closed.
We were unable to spend Christmas morning together, forced to eat out every meal, and hung up on every time I called them. I posted a comment on their page. I once again got a “case specialist” who told me to save the receipts. I did, but why?
They refunded me $750 and cancelled my account. That is correct; they cancelled my account and said I could never rejoin. Over 18 glowing reviews. They also cancelled any pending reservations.
They abused us and left us in a foreign country at Christmas, claiming nothing was available. I took screenshots, from another account, of the places that were available. I was not able to book anything because they had my account frozen. It is time someone stops this abuse at the hands of Airbnb.