The idea is great but the company leaves much to be desired. The listings are mostly beautified and nobody can guarantee what you get. When you ask for a refund you need to waste two days just to clarify why and what. The customer service sucks. The line was disconnected many times and no one called me back. I asked to cancel my reservation and they said they will get back to me within 24 hours. That never happens and I lost money. I highly recommend not using Airbnb and their system. The reviews system of Airbnb is confusing: regardless of whether you were a good or bad guest, the other person could write the opposite review and deceive others.
After great experiences with Airbnb 95% of the time, I had a truly horrible experience with a host today in Brisbane. I booked an apartment automatically – no contact with the host – so I then messaged them to confirm I would collect the key on Thursday afternoon and also ask what time we could leave on Sunday. There was no reply and I was flying up to Brisbane at lunchtime to stay with a friend. I wanted to have the details on the keys to print before I left – I called the number given and left a message. Then a man rang back on my phone. He did not introduce himself but was very rude about the fact that I called and shouted, saying “he would call in a few hours.” I asked why it was not possible to confirm the details on getting the keys now. He replied they would “get back to me when they felt like it.” Then he accused me of being “too wound up for their liking and I should cancel the booking.”
His tone was then very aggressive, very rude, and to be frank, scared me. Details of access are usually provided asap after the booking so I was not being unreasonable plus this man really frightened me especially as he now has my mobile number and has rung twice and hung up then rang again and yelled at me for having the nerve to message the site to say I felt I was put in a position where I had to cancel and I was advising Airbnb that another person was accessing the account and making rude phone calls. I therefore will have to pursue a formal complaint as it looks like this is the only way I will get my money back given their unreasonable behaviour and cancellation policy. Anyone thinking of booking in Brisbane: message me first and I will advise which apartment this is, so as to not give yourself the scare I had.
I booked a trip through Airbnb on February 1st, 2016, and this morning – April 20, 2016 – I got a text from Airbnb stating that Lindsey Secor had cancelled my reservation. I had booked a two-night stay in Mancelona, Michigan. The host Lindsey Secor just texted me, stating “…personal circumstances have caused me to remove my home from Airbnb. I am very sorry. Thank you for understanding.”
I understand that is not Airbnb’s fault for the host pulling out, but i think the host should be charged at least one thousand dollars for doing this; I wasted many hours and now of course the prices are much higher. My best friend is visiting from Australia and i wanted to show him around. I also booked a trip to Niagara Falls, so I hope that host does not cancel this trip. Airbnb should charge each homeowner a large fee for cancelling on their guest: not just $50 or $100… I would say $1000 or more. I am very disappointed.
I made reservations for an “Artist’s Hideaway” in New Orleans a year in advance of my son’s law school graduation. The host confirmed the reservation and gladly accepted full payment in advance. Today, three weeks before our arrival she cancelled saying “my calendars didn’t sync.” It was already booked. My family has already made expensive travel plans and accommodations will be hard to come by. She had almost a year to see that she double booked. Why are we the ones to suffer for this? It seems that as a potential guest, there is no place on Airbnb to write a negative review for her so I am posting here. Do NOT book the Artist’s Hideaway in New Orleans or be prepared to be screwed.
I was a novice Airbnb user and did not understand that the onus was on me to cancel a reservation that I wanted to change. My traveling companion had to cancel her trip with me to Hawaii due to an unplanned chemo-treatment and my Airbnb host in Honolulu was not willing to change my reservation. I incorrectly presumed that she would cancel the reservation when she refused to alter it. Her communication skills were not great and I feel she mislead me about Airbnb’s policies on cancellation. Bottom-line – I paid for three nights in Honolulu that I did not get and Airbnb will not let me review the host in terms of her communication skills. She also promised a partial refund which was never sent. Needless to say, she is not very honest and future Airbnb users who fall for her very high rating may regret that they chose her. Airbnb deserves credit for refunding to me their commission; but the trust system does not work well if they do not allow me to leave a review on my experience with her. Filtering out low ratings makes everyone look “way above average.” Suggest Airbnb allow all cancelled guests who end up paying for the accommodation to review the host on the host’s communication skills.