After damage to our cell phone software we had to reset all the software, meaning we lost all data, pictures etc. Bad enough but it was about to get worse. My bad, I had no backup done sine May and so we lost almost every password. No problem; we could easy reset most of them until we came to the one we use for Airbnb.

We could not get Microsoft to assist as they did not accept we had no details about the mailbox history we only used for Airbnb. However, we wanted to reset the Airbnb app; it can‘t be too hard. Right? Yeah, we thought. That was a bad mistake.

Airbnb offers you one option to reset the account password: email. Only the one email your account is connected with. No other option, no other possible way. There was no way to contact them. I got creative, found some email addresses here and emailed them. I made it urgent, explained everything, gave all relevant details including security check questions and waited for an email back twelve hours later.

The guy asked me for my email address to send me a reset link. Cool, I thought. I gave him the only available address and said thank you. No, he cannot use this address, only the one where the account is registered with is possible. I emailed back asking why he thinks I emailed him if I would be able to reset it myself. Again, I explained the situation hoping he would understand. He did.

He asked me about my phone number, twelve hours later. I gently asked if he was kidding me. All the details were provided in my very first email. I advised them again. I made it urgent, and again sent a copy of my license and a screenshot of my last text message from a guest. I really hoped now he had gotten it. He did not.

Twelve hours later I received a message: he cannot assist me; he can only email to the address I have behind the listing. Now I am at the end of all possible thoughts and do not know what to do. No access to anything, full bookings and no way to contact guests. Incredibly terrible situation. This will potentially cost us a lot of money, stars and reputation. Airbnb does not care. Wrong and newsworthy. Hence I want to share this with you.

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I would have been happy to give feedback on this experience, but your completely dysfunctional system made that impossible. I received at least three emails from you asking me to post a review. Each time I tried to do that, I encountered the same impenetrable, multi-step barriers:

• The first step asked to me to login to my Airbnb account; fine, I did that.
• The next link asked me to click on an “I am not a robot” captcha; also fine.
• This led me to a page where I could book a new reservation, but not a review, with the header: “Unable to perform action. Please try again later or contact support if you need immediate assistance.”
• Unfortunately, contacting support requires logging in, and each time I attempted to do that, I was connected back to the same page: “Unable to perform action. Please try again later or contact support if you need immediate assistance.”
• I tried to reply to the original email but of course it is a “no reply” email address.
• I was only able to get the email address I am using now by going to a website aptly titled “Airbnb Hell.”

That allowed me to call a phone number in Northern California, where after 7 or 8 minutes on hold I was able to reach a customer service representative. She went around and around for several minutes attempting to verify the original reservation, which was done through another family member’s Airbnb account.

Please remember: you sent me the original email asking me to review the experience. If you cannot locate or track that, that is a failure of your system and should not be my responsibility. After several painfully futile minutes wasted on the phone, I asked the representative: can you give me an email where I can share my concerns with the company, yes or no? I had to ask directly at least four times before she gave me this email address. Next time I think we’ll use one of your competitors.

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Eventually I got them on the phone and tried all their suggestions. They could not make it work so I asked them to delete everything, email address and all, and I would start over. They said they had done so but anytime I entered my email it went to the incorrect address but wouldn’t let me set up under either account, as it had done before. I got a new email address and eventually got set up.

Now I want to get back into it and it says my password is wrong. I tried options to reset the password but it just keeps rejecting it or saying: “Something went wrong. Try again”. I made contact with Airbnb help via chat. They asked me to wait a moment. Before they came back it timed me out. They emailed and asked if I still needed help with a link to get back to them but it required my password to get in. Again, the reason I was trying to contact them was my password would not work.

I got in the first time through a link that said something about signing in instantly. I have not gotten that to work since. I had given Airbnb my phone number and said I would prefer to talk but they did not call me or make any attempt to get back with me, other than the one email link. I have two reservations set up through Airbnb but wanted to get back and get a phone number to confirm them and will soon want to make another if I can sign in.

From all the other complaints I see, it looks like they may have a poorly functioning website and are not trying to do anything about it. I have probably spent 20 or more hours altogether trying to deal with Airbnb. Total frustration.

The post Technical Problems Keep me Signed out of Airbnb appeared first on Airbnb Hell.

Here’s the scenario. I stayed at a great place two weeks ago and left a jacket there. I contacted the host, who offered to give me the number of the person managing the unit (the host was traveling). The first few times we tried to share the number, in place of the number was a message saying the number had been removed. It took us a good number of attempts to trick the system, but we finally succeeded.

While we were going back and forth, I called Airbnb, waited about 15 minutes for someone to answer and then went round and round trying to explain the simple problem. They had no solutions. Wouldn’t it be really easy to say “we can’t share the host’s number with you, but we can give the host your number”?

That would be so simple. It would protect the host and allows us to contact each other with the host being in control. Did they do that? Nope. The person on the phone spent a few minutes telling me it was the host’s email account and not Airbnb that was stripping the numbers. Once I finally got her to understand we were using their system via ‘contact host’, she then denied that their system stripped out the numbers until I offered to send her the email with the number removed. At which point, she admitted that they did.

Then, believe it or not, she told me she could show me how to send the number. First, she said I should go to the listing. Then click ‘contact host’. I thought she understood that’s what we were doing from the five minutes of explanation we just endured. Clearly they have a serious shortage of skilled resources.

I know this isn’t a big deal for most and my issue was simple, but what if I had a problem while staying there and couldn’t get in touch with the host? What if I left some kind of medical device there? Clearly there needs to be a way to simply share a number. This whole incident shows that Airbnb is still very immature in their systems and processes and that means if you use them, be prepared for to waste time fixing simple things that their systems can’t handle. Also be prepared to get no help from folks who don’t seem to understand the fundamentals of how their own system works.

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However, that was something that should have been in my account when I first started to use it. You should not have to give that information when you decide to request your booking. I also had to use a cell phone. I don’t have one, so I used a land line. That’s something that also should have been part of one’s Airbnb account. I requested the booking from the host and then Airbnb took it from there. Basically, this is all fine. I just wish that they could make the process a lot smoother. They could be a great site, but they make it almost impossible to complete bookings. In trying to get assistance for the booking, there was only a list of possibilities to try.

Websites like Airbnb can be helpful, but if they can’t get it together then get out of the business and let some else who can do it.

The post Why Can’t I Contact Airbnb Directly for Help? appeared first on Airbnb Hell.

Complaints about Airbnb as follows:

1. Unable to make any form of direct contact with Airbnb, almost suggesting the company is not interested in any contact from its customers.

2. Airbnb suspended my listing without any notice or threat due to my lack of response to their inquiries. However, none of these enquiries have come through in any of the methods usually deployed by Airbnb including:

a. No email indicating an inquiry was issued by Airbnb.

b. No notification alert from Airbnb.

c. No mobile phone text message from Airbnb.

However, Airbnb threatened to suspend my hosting as well as immediately reduce my response rating from 100% to 50% with no prior notification. This clearly is an Airbnb system fault and not my lack of response. I know this because customers have actually made contact with me since there was no response via Airbnb. This clearly supports the fact that it is your system that has the problem. A Google search on the matter brought up multiple similar occurrences with other Airbnb hosts. While this may be a glitch in Airbnb’s system. There is no way of contacting Airbnb to inform of the problem or get help to rectify this problem. There is no human contact available. Given this lack of response, there is a loss of customer revenue from the host’s point of view, which also translate to a loss of revenue from Airbnb. I would therefore reduce my rating of Airbnb as a hosting site from 100% down to 50%, similar to what they have given me. Unless I hear from Airbnb within the next two days, that satisfaction rating on Airbnb as my hosting site will be reduced further from 50% to 0%.

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How can I get the account reinstated if they don’t answer my emails? I am trying to arrange for a place to stay in Budapest next June, and would like to get in touch with prospective hosts before I try to make a booking. Some help and an explanation from Airbnb as soon as possible would be appreciated. I have previously used Airbnb without any problems, so I don’t have a clue why this is happening.

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