I can’t imagine any experience with Airbnb customer service as frightful and frustrating as this ongoing experience. Had I not found this site I would have thought I was crazy. Get ready for a ride.
My husband and I are seniors (so they tell us). We got to Orange County on February 1st for a month’s stay while we visited our new grandson. Our son made our arrangement with an Airbnb host.
When we arrived we found this one-bedroom apartment. The major problem was that the bedroom had no closet nor did it have a dresser. My husband and I looked at each other perplexed with the same question: where would we put a month’s worth of clothes? Lay them out on the floor?
There was a tiny hall closet that could have possibly held a weekend’s amount of clothing with a portable hanging shelf which would hold the same. We were screwed. We immediately called our son who contacted Airbnb and the host to inform them we were not staying and we left within ten minutes.
Now the story gets good. The host offered to return half of our $3100, but by the time my son got back to her she rescinded the offer. Here’s where the story kicks in and the ride starts.
Airbnb told us to contact the host, which we did. This was her response:
“Hello, please stop the nonsense and willing harassment of me. This is my last communication with you. If you have further questions, please contact the rightful party.”
What? We were told to contact her… was she not the rightful party?
“I have nothing else to do with this. And nothing you’ve said has relevance or truth to it besides greed and entitlement.”
Are you kidding? What does that mean? It cost us a hotel room for days and then we needed to find a place for the month. I texted the host that there was no way that apartment could be rented for a month with no place for clothing. No response.
To make a long story short, we have, since February 1, spoken to nine different people at Airbnb who keep telling us our case had been handed over to a different case manager. It is now in the hands of a senior case “do nothing” manager with always promises to have someone contact me and tales of a procedure to follow.
One of the agents actually told us that in the amenities a closet was not mentioned. Since when is a closet an amenity? A hair dryer is an amenity.
Now get ready for the best part. We found out that the apartment complex does not allow their renters to sublet or rent through Airbnb. You’d think this meant gotcha. No. One agent told me that if they called this complex and that was the case then they could retrieve our money. No one has called them. So here I am, doubling up on my blood pressure pills, calling daily, and getting the same script from a different person.