Can’t Travel Now: Airbnb Customer Service Hell

The people in Airbnb customer service are rude idiots. I think the company must tell them this is the way they have to behave. I have written emails, called, been hung up on, and I am fed up. I have had injuries and illnesses this last year and haven’t been able to use my credit coupon of 170 dollars which would go a long way in Mexico, a place I love. I have asked Airbnb to extend it for me as I have impending wrist surgery, even sending an email from the doctors office. The call center is telling me that I have to have medical certification. Excuse me? I have to pay a doctor to write something so that I do not lose my credit in two weeks.

I think now Airbnb has gone public they are even bigger jerks. I did them a favor by referring people and because of my medical situation (sounds like discrimination), they are taking my credit away. I told them I had to move this month too, and they got the documentation, but they want more. I called again and they hung up on me. I was told someone would call me and it has not happened. I would rather couchsurf than deal with these idiots. No more referrals from me. Airbnb sucks. I hope they fail and their stock crashes.

Airbnb Disavows Coupon, Accuses me of Hacking

I was notified about a coupon code that would provide a substantial discount to any stay booked with Airbnb. I went to check that this code worked as I wanted to book a mini weekend getaway and, with the code applied to the stay, it would have been very cheap, making the trip almost free. I selected a condo that was in a great location and entered the coupon code in the section provided on the pay out page. The discount was applied so I knew that the coupon code was valid.

I decided quickly to run the dates by other other parties who were planning to join on the trip before I submitted the payment. This in total took about four minutes from when the coupon had been successfully applied. I went to change the amount of guests as we now had an additional person who wanted to join. This reset the page; I entered everything again including the coupon code and the coupon now suddenly did not work. Just four minutes later, and Airbnb said the coupon had now expired.

I called Airbnb to inquire why the page reset and explained that I had successfully entered the coupon already a few minutes before and the discount has been applied – why it was now coming up as expired just minutes later? The agent then began accusing me of making this up and that they do not provide coupons (even though there is a spot for them on their payments page) and that a scammer must have hacked their system and created this coupon code to harm their company.

None of this made any sense. Perhaps the code was not meant for everybody and was a programming mistake by Airbnb that worked briefly and then maybe they noticed their mistake and retracted the offer or something. However, this was not the explanation given. They started interrogating me like I was the bad guy or making the situation up and needed to provide them proof of all of this like it was my job to to their job for them and report all my findings to their Trust and Safety Team who would now be investigating me. I said I had nothing to do with this and that the source was a reliable travel website showing the promo code. I was certainly not a hacker. If I were, why would I call in and report myself?

The whole situation left me feeling very shaken and angry. Not only was my vacation ruined as I could not afford the trip without this code that they refused to honor, I was treated like a criminal for even asking about it . What a horrible experience and abysmal customer relations provided by Airbnb. Shame on them for treating customers in such a manner. In the future I will be booking any vacation stays with hotels.

Airbnb $900 Coupon Magically Changes to $84

A few weeks ago, I booked a trip to Tahoe to go skiing with a group of six friends and coworkers. A few days before the trip, the host cancelled, so I received the cancellation refund and booked another place. On the day of the trip, around noon when half of the group was on their way up to Tahoe, that host cancelled the trip as well. So I spent about four hours that afternoon on the phone with several Airbnb customer service representatives trying to find another house that was available for the weekend, that could accommodate our group size, and within our budget. Finally after two more cancellations during that four-hour ordeal going back and forth with Airbnb representatives, we found a new place, booked it, and were confirmed that it was would be good. We left for the trip two hours behind schedule.

On our way up, we asked for check-in instructions from the host, but never got a response. After another several hours on the phone with Airbnb, we were told we could have a $250 hotel credit for one night. It was approaching 10:00 PM, and we were in Tahoe with nowhere to stay. We finally got into a hotel at midnight. Unfortunately, the hotel didn’t have any more availability beyond the one night or we would’ve stayed there the entire weekend. So throughout the next morning and afternoon, all seven of us would come off the mountain and start searching for Airbnb houses and asking Airbnb Customer Support to help us contact the host to ensure we’d be able to stay there. However, over the course of the day we booked and confirmed two or three separate houses, and then had them cancelled.

After the last house we saw a $900 coupon that effectively comped the price of the booking, and we thought: “Awesome, Airbnb is finally taking care of us.” Unfortunately, that host also cancelled, and we no longer saw the $900 coupon in our account. Again we called the Airbnb Customer Support line to ask where it went and how we could apply it to our next booking. After speaking with Customer Support, they assured me that if I went to the most recent cancellation email and clicked the link to “book another place,” the coupon would still be there. I did that, and it was there like she promised – in the Airbnb app, under the Payment Breakdown, a coupon of $900.

Since there were now no more places that could accommodate a group our size within our price range within the surrounding Tahoe area, we were forced to look at places beyond our budget. We found one of the cheapest and closest places for a total of $1,000/night for the two remaining nights, and we figured with the $900 coupon, it would even out to be about within our budget (excluding the difference of the hotel that we had to pay the night before that the $250 credit didn’t cover). Because Airbnb assured me that the credit was there, and I saw the $900 coupon in the Payment Breakdown of the house I was about to book, I thanked her and hung up so that I could book it. As I hit the “Book Now” button, the coupon changed from $900 to $84 and I was then charged the full $2,000 on my credit card.

I’ve been on the phone with several of the Airbnb Customer Support representatives since the booking to try and figure out why this has happened. After weeks of back-and-forth calls and emails, I spoke with someone who told me they would not do anything more for me other than providing a 10% refund on the Airbnb we booked. However, the problem is that we never would have booked that house in the first place had we not had a $900 coupon. They have refused to help me, but I will be calling their customer support this week and will edit this post if they decide to change their decision.

SCAM both Airbnb and their infantile host members( Alges, Portugal )

Booked straight 8 nights on Airbnb i found a room in suburb area of Lisbon, Portugal.( Alges ) The host member seems qualified adult people and its room qualified to sleep according to her Airbnb profile. the followings are i had experiences in reality……. <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< Evidence a) the host had hidden negative profile in her House Rules, conditions a-1. The entrance space of the host’s door stinks always.( leak from neibour ) a-2. The host frequently invites her Frenchman boyfriend, ( did not inform in advance to the guest, no details in her profile and House Rules…. ) a-3. The host’s Frenchman boyfriend disturb my stay and made uncomfortable a-4. The host gave the duties to the guest implicitly that dinner offering instead a-5. No details definition in House Rules in her Airbnb profile but complained the guest and forced strict shower usage. The guest only used to took 5min. shower at 6:30 in the morning once a-6. The host, her boyfriend and his sister and brother in low disturbed my sleep 4 straight nights with the loud conversation/music until 12 mid-night a-7. The host forced the guest to go to buy breakfast bread in the morning( implicit duty ) a-8. The host forced the guest to repair her broken raptop computer( insist several times and brought it in front of the guest . the host recognized I am engineer…….not such field anyway ) a-9. Explicit scam behavior, cheated me the compensation amount when the guest lost the deviden small room key( losing the key is the fault to the guest and gave the appology to the host……….) I caught their Portuguese word “EUR30”, later they talked EUR80, then the host corrected EUR110( 30 + 80), and then key guy corrected EUR80. But 1st day he just unlock the door. On next day, other guy came and try to prepare spair……..and showed insufficient details reciept. Thus I suspected to ask the details, no answer and insisted to say proper amount and sufficient detailed receipt. And the guest phoned tourist police officer to confirm about the fairness receipt format. Tourist police officier suspected the item “Contribution No” was missing. The key guys no answer and immediately left with temper. And then the host woman gave the screaming with the temper. And she tried to hide the reciept from the guest. Anyway, I gave the amount EUR80 cash to the host as the compensation.( key lost ) ( a time to the guest has to catch a private taxi to the airport ) a-10. The host’s Frenchman boyfriend needs help to move the furniture to prepare his sister bed room usage, forced to the guest to work in their matter. a-11. The lie review by the host allowed to show on Airbnb site. b) the host’s hidden mind ; sly to force duties to the guest c) Airbnb did not want to solve the above cases properly and miss leading the guest complaint form in their Resolution Center. At their leading, just gave the waist of my time to led to give up. And eventually, we could not offer any refund. Offered useless future coupon in Airbnb and few appology words. No imbusement/compensation.( 1st contact person in Airbnb; Miss.Yejin-support division ; offered me the refund through in Resolution Centre, definitely ) and Airbnb just replied me their final decision( 2nd contact person in Airbnb; Miss Florence, her manager and special task team ); d) No penalty to the host member.( just advice her to correct profile…..and so after the fact) e) No penalty to the 3rd person disturbance on their business either <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< Airbnb support should manage properly to this matter case and offer proper imbursement to the guest as the professional business manner x-1> Airbnb support should manage to take proper action to prevent such ridiculous case. y> The host member in Airbnb should manage properly to this matter case and offer proper imbusement and the appology to the guest. z> The host member in Airbnb should manage to eliminate her Frenchman boyfriend. the host’s Frenchman boyfriend is the Definitely 3rd person in this Airbnb business contruct. And also, if this ridiculous Frenchman got involve into the Airbnb contruct. That is explicit duty to the host the eliminating him. otherwise obvious SCAM case