Hosting is Always a Nightmare with Airbnb

As a property manager I use many OTA (online travel agent) platforms. The most difficult to deal with is Airbnb. Their lack of customer service makes it impossible to resolve issues in a timely fashion, if at all. The last issue I had was a staff member accidentally putting a refund request through to the wrong guest. Ten seconds after this was done, we contacted Airbnb and explained we had two guests with the same name and they had granted a refund to the wrong guest.

The outcome was the guest who stayed did not choose to give back the refund so Airbnb closed the issue. The complaint that we had was that Airbnb took weeks to refund the guest. During peak COVID time when we were busy refunding guests they took so long to refund people who desperately needed their money that we had to consistently follow up with them and force them to refund them.

We have had to give many apologies to guests waiting long periods to be refunded, yet they refused to intercept the request to cancel with their accounts department. Instead they refunded a guest who did stay, who did have a good time and who was happy with our service. I think that in this age of choice, whether we be a host or a guest, there are so many more ethical businesses out there to deal with. This company is a disgrace to the original concept of Airbnb. This company should be investigated for its disturbing way of dealing with both hosts’ and guests’ needs.

Unverified Property Leads to Nearly Ruined Trip

I have been an Airbnb Host and also a guest so my recent experience took me by surprise. I booked a rental in a resort town in Canada, found a perfect location, had four beds (for four adults) and saw it was reasonably priced. I paid my 50% with my Amex Platinum card rather than using Paypal, which I have used in the past. I also sent a note to the owner.

After the Easter holiday weekend, my husband asked if he should cancel the hotel he had booked and I said that I had booked the Airbnb a few days ago. I went to check and there was no reservation, nothing in our upcoming trips or the like. I couldn’t find any messages either on the site or in my email so I was very puzzled.

I finally decided to call Airbnb and while I was looking for contact info on the “contact us” page, I saw a picture of the property with a message that said “did not pass verification”. What the heck? Why wouldn’t I have seen something online or received a message about this? And what verification?

I called customer support and the agent said she couldn’t see any reason why it wouldn’t be verified and sometimes “mistakes happen” in their system. She sent my issue to another group and a case manager reached out to me this morning. After several exchanges of messages (after he said it was a system error on their end) he asked how many times I had submitted payment.

Well, only once and it seemed to have gone through; there were no error messages. I explained that my Amex Platinum card would not have rejected anything and have since checked; they did not reject anything.

The case manager said “I am leaving in 15 minutes” and asked me to call back with the number I started with yesterday. After being on hold, the agent said she would transfer me back to have a live conversation in the same department that I had been messaging with and then she disconnected me. I have not received any call back.

Now, the property is booked, we cannot find another one that fits our needs and I am seething. I would have been able to respond and fix the situation if I had been notified, but even the agent was at a loss why we couldn’t see this message except the one buried in in the contact us section. Fortunately, we have found two guest rooms in another place through but I would like Airbnb to admit to its mistakes (they sometimes make per the agent) and provide some restitution.

What Happens When an Airbnb Host Sells her House?

I have sold my condo, but there’s no way for me to unlist it on Airbnb. Now I have posted all over my rental page, “Don’t rent this condo, it’s been sold!” For crying out loud, Airbnb: make it public and easy to unlist your property. Certainly I’m not the only person to sell my condo. As evidence of that, I recently tried to rent a place in Ogden, Utah. As it turns out, the place had been sold. The owner tried to cancel my reservation, but wasn’t able to. Here we are, four days later, and a $1100 charge has posted to my credit card. I’m now disputing the charge through my credit card company because there is no customer service to fix the problem at Airbnb. Part of their profits should be spent on beefing up customer service. My next step is to go to the Better Business Bureau.