New Orleans Airbnb Host Lies About Capacity

My family has been planing a trip down to New Orleans for a year now and part of that was finding accommodations. We have a large group of people (25) coming on this trip and could not an Airbnb that would accommodate us. We decided to speak to a host who presented us with links of what we assumed were to places that would hold all of us.

We inquired about a villa that was close to the French Quarter and noticed it said it could hold 9 people. So we asked him if we could still have 25 and he said “Yes, it is perfect.”

Once again, we assumed that this would work for our group. Upon payment we once again noticed that it still said 9 instead of the 25 we discussed so once again we asked the host why it didn’t say 25. He did not reply until five days before our reservation and now said “You can only have 9 people.”

We told the host that was not what was discussed and never once did he try to fix it. Instead he said here are some more places you can book for more money. We feel scammed and do not believe this host has our best interests at heart.

When we called customer service they took his side over ours even though we have a paper trail of conversations that are clearly misleading us, the customer. We are beyond frustrated. This is our very first family reunion as adults and aside from the hurricane trying to ruin it we now have Airbnb keeping us apart. I would give this company a zero if it was an option.

Using Airbnb Gift Cards Highlights Company Policy

I turned 70 years old and received $400 in Airbnb gift cards from our sons. Now you would think – how cool! I did too. However, if you spend day after day trying to use them for accommodations in England on a much needed break and they never are applied, you may be about pull your hair out. At 70 years of age I am losing my hair so that is the last thing I need to happen.

Each day the bill is either charged or put in PayPal. As a minister, I teach and preach kindness and patience and to not let things cause a person to behave in a wrong manner. I am close to losing my cool.

Dealing with Airbnb on a daily basis has stressed us and now we have the added expense of paying out of pocket for our rooms. Then when I couldn’t access them for support and tried another option, my account was deleted and all my trips and records have now gone into Airbnb purgatory. Who knows?

Now I have no records nor a way to leave feedback or comments on my hosts. Some were really nice and would love a review.

So, am I happy with Airbnb? No way. Not at all. This has been the most frustrating experience while traveling. I was planning on being an Airbnb host, but this trip has made me wonder if that is a wise idea. I would want to use a company that had a good support system. Airbnb does not. So I still have Airbnb gift cards and cannot use them. I’m not impressed with Airbnb support. It doesn’t exist.

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 Strict Cancellation is not as Strict as it Seems

Airbnb gives you the opportunity of choosing a cancellation policy. I have chosen a strict cancellation policy which, per their terms, means a ‘full refund’. A woman booked my house many months ago at a heavily discounted price for this week. I received a message from Airbnb today stating that they cancelled her reservation today as she didn’t complete the payment. When I called (the email had zero explanations and was automatically generated) they stated that they would pay me only $800 (payment due was $2450) as she didn’t pay in full. Essentially, even if you have a strict policy and no privity of contract with the ultimate guests, Airbnb asks the hosts to carry the burden of their credit risk. Of course, customer service is anonymous and miserable and they refused to connect me to their legal team to explain to them why their cancellation policy is currently wrong and misleading.

Airbnb’s Questionable Verification Process

I used to love Airbnb, the website that offers me access to nice accommodations for my summer travel. But now I am disappointed and angry at how Airbnb has been treating me.

I used Airbnb for two years and had success. I received 4-5 star ratings from the host families I stayed with. Now Airbnb is refusing me service. Airbnb wants me to send them a copy of my passport or driver’s license. I understand the rationale behind this step; it was designed to increase confidence in both hosts and guests. However, their process of verification made me instantly uneasy.

First, it made no sense to ask me to provide this information when I am already an established and repeat customer. Airbnb has all the necessary information: name, address, sex, birth date, phone number, email address, credit card, past hosts’ reviews and a profile picture. My history should have established me as a trustworthy customer. It appears that being an established customer means nothing to Airbnb.

Airbnb’s verification process is unreasonable. I travel extensively during my summer breaks (I teach) and I am familiar with hotels, motels, resorts, B&B’s, college dorms and other host families’ accommodations. Travelling usually involves reserving accommodation with a credit card. Upon arrival, the facilities perform a quick check of the passport or driver’s license.

The difference here is that I’m uploading sensitive information to Airbnb. These days anything on the Internet is vulnerable. The difference between entering my credit card information and my passport data online is that my credit card has some pretty serious guarantees and fraud detection in place. If someone gets a hold of my passport information and my identity is stolen, this can take years to fix.

Airbnb also asked that I provide them my social media (Facebook, Twitter, Instagram and Google) connections. A business has no right to ask for social media information. After spending ample time reading reviews and blogs on Airbnb, it appears to me that Airbnb should sticking to established customs and use common sense in business practices. Online there are numerous articles on Airbnb infringement and overcollection of customers’ personal information. Many people are questioning their practices and tuning away from Airbnb.

Stranded in LA after Airbnb Nightmare

When I arrived at my Airbnb I would have had to walk over a group of homeless people living inside of the building just to get into the apartment. The host refused to give me a refund and refused to help me.

I called customer support and they told me they would help me find a new reservation and call me back. They never did. I called back and waited for hours for any call back or help. I was stranded in LA alone, hungry and beyond nervous in the dark for hours without a place to go.

After countless phone calls to get a refund I still haven’t heard back. The people in customer service are not helpful or professional.

On top of all this the reason the host wouldn’t cancel was because he knows he will still get the money; even if I complain, he doesn’t have to give the money back. He gets to keep the money, he told me a lot of people complain about his rental but if he doesn’t agree to give a refund, he keeps the money. I can’t leave a negative review and I can’t do anything about it.

Airbnb in Miami Beach not what I expected

I booked a seven-night stay at an Airbnb in Miami Beach in May. The place looked nothing like the pictures: the hotel was rundown and old; there were garbage bins at the front and back of the building; they had smelly elevators and smelly hallways. My mom found bugs in the kitchen, and people were doing marijuana at the pool. The customer service sucked.

I contacted the host right away and told her my concerns. She decided to stop replying to me and I didn’t hear back from her. I contacted Airbnb for help. They were terrible at handling this case. It took over a month. I had to keep calling them. No case manager called me back and when I got a hold of one he was nasty, rude, and unprofessional; he even lied to me on the phone about a conversation we had before.

This whole experience was really bad, from the terrible host to the terrible Airbnb service. Don’t ever book from here. The host may give you a description of the place and when you show up it may not be it and no one holds them account. Do not book with Airbnb. I expected average. This was a Motel 9 experience: below average and I never got any of my money back.

Airbnb Customer Service is Complete Trash

To start off, this was a last minute booking. My friends and I were on a road trip to Asheville, NC when we suddenly found ourselves off course by four hours. We decided to get a room and figure it out in the morning. I booked this lovely place. I know, it’s cheap, but we were just wanting a place to shower/crash after a night out.

We were still about a little over an hour away from the address after I booked it, and didn’t think much of the host not saying anything, as my booking had already been confirmed. Once we arrived, it was clear he had no intention of returning any of my messages or answering his phone.

I immediately tried contacting Airbnb, but their phone lines were down, and couldn’t be bothered to reply to any of the messages I sent them through the app. Incredibly annoyed, and in desperate need of a drink, I canceled my booking and requested a refund. The next day the host ignored my request, but luckily the phone lines were back up.

The first customer service rep was very friendly, and helpful. She promised to contact the host, and that if he decided to continue being a horrible person, Airbnb would provide me with a refund. The next day, around the time she promised, she contacted me to let me know that the full refund was coming through, and it should take about five business days for me to receive it. I was thrilled to have that burden completely lifted from me. I thanked her for her time and everything else she did for me.

I wish this story ended there. Fast forward five business days, and the refund still wasn’t in. I didn’t worry too much about it, thinking it was probably just a little late, thinking surely Airbnb done their part. I checked the app, and I had a message from the host declaring he had denied my refund. Okay, that’s what horrible people do, so let’s find out more. I clicked “view details” under the canceled reservation bar, and it brought to a page that read this:

“Your refund is on its way. We issued a refund of $0.00. While this refund is immediate on our part, you might not see the money reflected in your VISA account until five business days later. Please contact your payment provider for additional information.”

I immediately called customer support again. The representative  apologized and explained that this was a small clerical error, but she had no authority to do anything about it, and that a case manager would have to review it, and get back to me by the end of the day. This never happened.

After a full 24 hours went by, I decided to try and send a message asking for an update. No reply. I called again and explained to a third person why I deserved a refund, and wouldn’t you know, out of pure coincidence a case manager magically replied to my written message, so the rep hung up. This is what I read:

“I finally received a response from your Host, on the reservation in question. However, your Host said that he’s not aware of your refund. Did your Host agree for you to receive a full refund after you cancelled your reservation with him? Awaiting your response. Regards. “

I know it’s not her fault, but I’ve never hated a faceless stranger more in my life. I quickly typed out, and explained to the fourth person why I deserved a refund that had already been promised to me.

“Thank you for letting me know of that information. Let me review the previous tickets on your account and on your Host end for me to confirm everything and also to help me fully understand why you’re requesting for a full refund. I will get back to you as soon as possible. Thank you.”

Internally I was screaming at the top of my lungs. I still haven’t heard anything else from them.

Airbnb: Worst Customer Service Ever

We booked a 10-bedroom home and paid our deposit. The leasing agency the host employs then called us to pay our rental insurance and pet fees… okay, no problem. I asked her to put the charges on Airbnb like the site says you should and they refused, stating they would need a credit card or my checking account number to pay the fees. They also requested I sign up on another site so we could communicate via their property management site. I refused as well, due to Airbnb’s strict policies about communication. I cannot trust this company and requested a refund. Each person I have spoken with has been horrible. No resolution or communication, just passing the ball to someone else. The worst customer service.