On my last call I was in control and explained I wanted to resolve the problem so therefore I needed to speak to someone who would be able to help and understand the process. Eventually the help centre representative informed me she would be terminating the call. I was left speechless, put out of pocket for thousands of dollars with no way of getting any assistance to resolve our situation. We literally have no other phone lines to which to turn. Other than Airbnb being a very corrupt company, I don’t believe this level of looking after your customer service provider is the norm.

The post Airbnb Claim Problem with Bank Account appeared first on Airbnb Hell.

The post Airbnb Guest Stole from me appeared first on Airbnb Hell.

It was totally insane. The next day I called again and demanded to speak with someone until someone could explain why this had happened and what I had done. The person talked to her manager, then got back on the line and said something along the lines of, “We’re now deleting your whole account. Goodbye.” Then she hung up. When I called again this week, I waited on hold for a half hour, and as soon as they answered, they hung up immediately. What is amazing is they just wrote me today, as they often do, to ask me to write all my local representatives to help support their causes in the legislature. I took the opportunity to write all my representatives about what a truly terrible company they are. For all their talk about helping the little guy make ends meet, they seem to not give a second thought to completely ruining my livelihood. They campaign ruthlessly for their own expansions and pit their customers and massive war chests against local governments. Local governments need to make a strong stand and repel this tyrannical intruder. These are by far the worst practices and standards of conduct I’ve ever seen from any company in my life. I will now do my part to make sure everyone knows about this.

The post First Airbnb Cancelled my Listing, Then my Account appeared first on Airbnb Hell.

They ruined my trip last year and my life in general, as I couldn’t find other accommodations and had to come back home. Then my second pre-booked rental was canceled by Airbnb and I struggled once again, which also affected me at university. I had some brilliant hosts but on other occasions I had to deal with: guests’ friends having violent sex in the other room; being bullied at a dorm where I dealt with disturbed staff; one host who only allowed me to sleep there at night and then leave; another host who tried to rip me off twice; and the last one ruined my life by causing Airbnb to cancel my reservations.

They used to be helpful up until these followers not affiliated with Airbnb got involved and wrecked my entire life. What happened as a consequence to them canceling my reservation last year is I’m still struggling to find a home now. Their customer support is terrible and an embarrassment. I found out later that several individuals had been stalking me through Airbnb and with the companies knowledge. They don’t care about their guests; it’s all about the hosts. If you have anything stolen, they won’t be held responsible. If you get stalked online, they won’t make your profile page private. They recently reopened my account, and when I asked about my password settings and who was behind all my cancelations last year, they closed my account again. I have shown their rules and regulations to my lawyer, and he has agreed I didn’t break any of them to the extent I should have my account closed. They’ve become so popular they just snub the people that built them up.

The post Airbnb Closed my Account without Cause appeared first on Airbnb Hell.

After I was on hold for 15 minutes, a representative told me over the phone that she would contact the host and wait 12 hours for a resolution. Another representative tried to talk to me early the next morning after I was on hold for 20 minutes but the call got disconnected after two minutes! Then the second representative told me at 4:00 AM that only the first could help me and that she would call me back. Why can only one person help me? This person did not even know how many nights I asked to cancel! He didn’t seem that interested in taking the time to read through my file to familiarize himself with the case even though I took an hour of my time on hold to talk to him. After all that, I dug deeper into the website and learned I could cancel the remaining days of my reservation through the website itself.

Why don’t the customer service representatives tell you this while they have you on the phone so we don’t keep wasting each other’s time? Now I have to calculate 24 hours before the first night I want to cancel the reservation for. So when does the first night begin? If I put in my request a day too early, will I be kicked out the day before? Or if I put in the request too late, will I lose 50% of that extra night? What is the cut off point? Why does it have to be this difficult dealing with Airbnb?

The post Airbnb Customer Service Unprepared to Help appeared first on Airbnb Hell.

Airbnb had awful customer service; their offer of compensation was severely inadequate for the additional time and costs that their screw up caused me; they still have not refunded my credit card. Do NOT use this company. If they can’t handle something as basic as this then how can you trust them?

The post Airbnb: Unreliable, Unscrupulous Company appeared first on Airbnb Hell.

Airbnb refused his claim for damages. Seriously? That’s the customer service you get with this company? Not only did they tell this host to screw the following guests, but they wouldn’t honor the host’s claim for damages? We asked what happened with the people that trashed his house. He gave them a bad review. Big whoop. A lot of hosts are hesitant to give a bad review because they don’t want to get kicked off the site. These folks are still renting and probably still trashing people’s houses. And this story is from a guy that works for Airbnb. We appreciate his honesty and we are looking into some other options for our vacation home.

The post Warning to Potential Airbnb Hosts appeared first on Airbnb Hell.

I am a foreign student studying in Canada and used Airbnb for my one-month holiday to the US, switching from one accommodation to another during the process. The hosts and the listings were fine in general, but AIRBNB DOES NOT HAVE A COMPREHENSIVE REFUND SYSTEM. During the trip, I had two bookings that were cancelled by the host, totaling a refund of about $600. The cancellations were made early and did not cause me much inconvenience. However, the issue is that I had just finished my studies and closed my Canadian account before leaving for the US; hence, the refund was made to a closed account. I thought that this would have been a small issue, since all Airbnb has to do is to retrieve the cash and transfer it to an alternative bank account.

How wrong I was.

1. AIRBNB HAS NO WAY OF RETRIEVING CASH THAT IS RETURNED TO THEM. The standard procedure for a cash refund in Airbnb is this: “Your money can only be refunded to the account you used for the booking. Your bank will issue you a cheque if your account is closed.” You cannot refund your money to an alternative account that you didn’t use to make your original payment. The bank does not always issue you a cheque. I have made numerous calls to the bank and found out that my bank’s policy on closed accounts is to return the money to the source, and Airbnb has no way of retrieving this amount.

2. AIRBNB PROVIDES NO WAY OF COMMUNICATING WITH THE PEOPLE WHO DEAL WITH MONETARY TRANSFERS/TRANSACTIONS. The people in Airbnb customer service center know very little about where your money goes. All they know and can do is to give you standard replies to standard questions. When questioned about what happens to the money that gets returned to Airbnb, the customer service center gave me the same response that I posted above (1). Want to talk to higher-ups? Want to discuss compensation? NOPE! All they have to do is to repeat this same standard answer again and again until you give up and put down the phone! So, that’s the tale of how I lost my refund and Airbnb lost a customer.

The post Airbnb Policy on Refunds Leaves Much to be Desired appeared first on Airbnb Hell.

My experience with Airbnb was atrocious. I tried to book a holiday cottage and the host tried to send me an offer. According to the host, the button on the website did not work and she then asked me to book the cottage from my end. When I tried to do that the listing had disappeared. Later our dates appeared as unavailable. I then panicked and put in a request for another place which was accepted immediately. In between, the original host mailed me saying that the dates are still free for us and would we still want to go ahead. We then tried to cancel the second transaction, because we wanted to stay with the original host. After a day of frantic email exchanges between Airbnb and the two hosts and myself, I rang Airbnb (cost: £17) and they agreed to refund the money they had taken from me for the second host (minus their service charge), so I could proceed with the first host. I agreed to that. They confirmed everything in an email. A day later nothing was cancelled or refunded and the whole email process started again.Eventually they refunded me £98 out of £223 for a double booking that was not supposed to have happened, as their website did not allow us to stick with our original host. Talking to hosts is not possible, as Airbnb deletes all phone numbers and email addresses until they have taken the money. I am unlikely to be able to claim my money back through my credit card company because they retracted their refund confirmation email a day after they had sent it and I was stupid enough not to have printed it. All in all, a truly horrendous experience.

The post Horrendous Experience with Airbnb Customer Service appeared first on Airbnb Hell.