Airbnb – YOU SUCK

I’ve spent the last day and a half watching a friend deal with Airbnb’s inept customer support team after her AirBnb host backed out of her month long rental 45 minutes after she was supposed to meet him. I’ve listened  to misinformation and baldface lies from the Airbnb CS team. Their solution was to charge her twice for two alternative rentals. The hosts were non responsive and $3,000 later ($1400 overdrawn) they pretty much washed their hands of the situation and left my friend homeless and broke for the next month. I’m curious as to who designed their Customer Service policy? Satan? Ebenezer Scrooge? Leaving people broke with no place to stay is bullshit. Lying to your customers and telling them that “you don’t have a manager” is absurd. What do they put in the water at their office? Every CS rep has the same apathetic monotone and a propensity for telling insane lies. I’ve personally never had any issues with my past stays, but watching my friend go through this has disgusted me. Airbnb is an international company with deep pockets. Websites like this wouldn’t exist if they showed some empathy and provided reasonable solutions and prompt resolutions to their guests. Dicks.

worst accommodation in 4 week holiday

We feel fortunate in that we did not lose any money. However, the apartment we booked in Kensington UK was disappointing. It was dirty and the appliances were all in poor condition (especially the washer and dryer). The bathrooms needed some maintenance and a good scrub. The towels were very poor. Unbeknown to us the apartment backed on to busy Brompton Road. Our bed proved to be metres away from the traffic, making sleep very difficult. Eventually we had to abandon the bedroom and sleep on a lounge in the living room. We couldn’t get the TVs to work. I feel the host, Patrick Lopez misrepresented himself as a “Londoner”. I have a strong suspicion that he lives in Thailand and he is unaware of the true condition of his property. I sent three messages to Airbnb but none were responded to. We contemplated just walking out and going to a hotel, but we chose to stay because we couldn’t communicate with Airbnb and didn’t want to lose $750 per night. It is a shame when you have to count down the nights before you can leave. All other accommodation (independently booked B and Bs, hotels and an apartment) was outstanding.

do not host with AirBnB – security deposit means nothing!

I put my house on AirBnB. One of the first bookings I had was for a family of 4 visiting to have a quiet weekend. I was not able to meet the guest when he checked in and left a key. This person threw a massive college keg party/crawfish broil for 100+ guests according to neighbors. There was close to $2000 worth of damage from a $700 booking. I opened a case with Airbnb’s resolution center, submitted the invoices and was reimbursed $300 out of the $1000 security deposit. I have been trying to call Airbnb and speak to a supervisor for over a week and cannot get anyone to return my call.

Careful with unsuccessful bookings!!!

Be very careful booking with Airbnb since it happened already multiple times in my case that the owner didn’t respond within 24h and in the end three bookings later hundreds of dollars were frozen on your bank account for several days…without a single successful booking! This is ridiculous, you will pay even before any confirmation. I would never go with them again. Horrible customer service as well, no chance to really contact them!!! Plenty of other opportunities to get cheap accommodations and they will only charge you after a successful booking!

Airbnb stole my money!

I tried to make a first booking on Airbnb and had my reservation in Kent accepted and confirmed. Without telling me, Airbnb cancelled my booking and told the host that I was a fraudulent account and not to accept me as a guest. The host then rented out the room for my dates and it wasn’t until a couple of days before arriving when I called the host for instructions on how to get there, that they told me this.

Much to my annoyance Airbnb took the money anyway not giving any to the host and as yet haven’t given any of my near £300 back.
Doesn’t matter what country you’re in, this is theft or at the very least fraud. They as a company have obtained my money by deception and are refusing to give it back. The customer service line is useless and there’s no other person I could speak to having been told ‘this isn’t my department and I can’t help you’. Next stop for me I suppose is the police!!

Contacting Airbnb is a waste of time

Contacting Airbnb is a waste of time. I’ve tried to contact Airbnb a lot of times regarding some severe technical issues (I could not receive or send messages to my guests), but there was no way I could speak to the technical department or the managers to get this fixed quickly, all customer service could do was to “submit a ticket”. And obviously my tickets were ignored for weeks and months, because no matter how many times I tried to contact customer service telling them how urgent the situation was, they could not help, just submit another ticket.
So – the Airbnb customer service can not help you, only produce tickets. And if the people behind this wall called “customer service” decides to ignore these tickets, well, then you’re screwed. There is no way you’ll be able to speak with the people responsible for your problems.

After Harassment from Host, AirBnB Sides with the Host

AirBnB customer service does not protect its customers. My story is not the first nor will it be the last.

I stayed in an unacceptable hosting environment (there was no heat in sub-zero temperatures, in one of the coldest nights in history according to weather.com) and while AirBnB kindly refunded me, they also asked me to post a review of the host to “keep AirBnB honest.” I would post the host’s name, but this woman has acted like such a psycho that I’m scared of any retaliation.

I hesitated, as last time I posted a less-than-favorable review, the host retaliated and posted completely false and damaging things on my profile. I was able to get it removed by removing my original review, and I see the host continues to do the same things to anyone who makes any kind of complaint on her property. She writes slanderous and horrible things about ANYONE who writes anything even slightly negative– for example, one woman literally wrote a super nice review and then just said “I didn’t realize there’d be someone sleeping in the living room…” and the girl WENT OFF on her. So AirBnB won’t take any action against a host who does this REPEATEDLY.

Anyway, back to my current situation. The host seemed relatively nice/stable so I posted a fair but honest review of my experience. The host went nuts, calling me (as well as my friend who stayed with me) twice a day, harassing us to take the review down, and when I asked her to stop calling me, she sent me multiple messages via AirBnB, and even after AirBnB asked her to stop calling me, she continued to harass me.

She then went the extra mile and wrote a false, damaging, and defaming review on my profile. I contacted AirBnB and asked them to take action, or at least to remove the review on my page.

A customer service representative named “Frankie G.” responded in a fairly sarcastic way, saying that while they were removing parts of MY review because it referenced some of the actions of the AirBnB staff (such as the fact that they gave me a refund), they would not remove any parts of the host’s review. He even said “It looks like your response clears things up.” Uh, I still don’t want a slanderous review on my profile! Frankie G. informed me they were they taking no further action about the fact that this woman was harassing me– so I’m guessing she will have free reign in the future to harass customers who don’t completely agree with the substandard conditions of her property. They ended the email with a snarky “I’m sure you’ll get great reviews in the future” and basically put the blame on my friend and I.

The fact that I am being harassed because I posted a fair and balanced review outlining the facts of a host that offered an unacceptable hosting situation and AirBnB chooses to protect the host tells you all you need to know. Sure, if you are in a good situation with AirBnB, you’ll be fine, but the minute you need protection, you are screwed. Don’t bother. It is not worth the headache or money saved. I strongly recommend against using this service and will be sure to let everyone I know how unsafe this service is. You are putting yourself at a GREAT risk if you use this service.

Hosts who behave like this should have action taken against them, if they are not removed completely, then they should at least have some kind of suspension period. But no, AirBnB is happy to let erratic and unstable hosts continue to harass and bully anyone who doesn’t toe the line.

Airbnb took $470 from our security deposit!

The host claimed that we made a damage soon after we left their condo. The damage was already there when we were there but the host claims that the maid took pictures of it before we were there and after we left. I contacted airbnb and told them can this host just lie and take money from us like this and airbnb kindly said no, but they will investigate. Few days later, airbnb took $470 from our credit card. I reached out to the supervisor and she hung up on me. She didn’t want to deal with this case. They just want us to pay for the damage we did not even make. Happy host who gets to have free $470 from an honest family stayed in their condo for one night. We went there to show our kids snow and it turned out to be a stressful, deceiving disaster! I feel so bad for airbnb. Never ever using airbnb again!

my airbnb account has security issues and been hacked 3 times in the passing week.

I opened my airbnb account around the 15th on September, at first everything seemed great. As I compared airbnb to his competitors online, I was actually impressed, it looked easy, simple, friendly….

After our first booking the problem started:
First we found out that our account has been hacked, email address has changed, payment method has changed to bank-wire to account: XXXX-9000 – Not my account, I can’t edit or delete anything and all in perfect timing with a schedule transfer of the last guest.
So, I send an email and I call airbnb after.
They said that they will “freeze” our account, so no money transfer will occur… so I don’t get paid until they resolve it. When will it be resolved? I asked, “it’s top priority” they said, so I thank for a good service and I waited.

To make it short, It took THREE (3!) days to solve until our airbnb account security issue.
Every day waiting on the phone with them, hearing they can’t do anything, and “we are working on it”, “it’s top priority”. Only at the end of the third day, after being with them on the phone during the day, I got a call!
A nice representative named Malena called and she said she can see that I have a problem with my account , and that she will solve it. It took her 30 seconds to solve it; 30 seconds, 3 days wait.

So the money was transferred and it was going well….. for about 36 hours, when all the messages in my account where locked.
I couldn’t access any of them and my listing didn’t appear on search results. I found out about all of it by a future guest that send me a scared email about him being unable to find us on airbnb… I felt bad.
I called them again, I told them that it’s a really big deal, and that I need to know what to do. I got no answers from them, the “urgent call” service can’t do something.
They don’t have any supervisors, managers, colleagues they can transfer you to, and they can’t help.

24 hours passed before they solved the problem… and another 24 hours passed until it came back again, the same problem , again my account is shut down, the only difference is that this time, I had no one to talk to.

The airbnb representative said that this department is Not available at the moment and they can’t say when it will be resolved, they can’t even say when this department will be available again.
The only thing that they will tell you is to wait.
So I wait, I have 3 bookings starting tomorrow… don’t really know what to do anymore…

Do you have Any suggestions?
Do you know a good alternative for airbnb?

Alon