My daughter took her first trip out of the country and booked Airbnb for a rock festival… the host never showed up, never emailed her, and didn’t even have the decency to answer her phone! She, of course, phones home in a panic, after hours of phone calls to Airbnb, calling hotels in the area (of course nothing was available – it was a rock festival weekend!) thinking she and her friend will be on the street, crying and upset! Worst experience ever! Three hours later and still, nothing happened! Airbnb said they will refund her money but when someone needs a place to stay what help is that! My advice: STAY AWAY!
I have been a member of Airbnb for many years. I almost forgot I had a membership, then someone wanted to reserve my room and I cheerfully accepted. I have checked my payment history preferences and changed it to accept direct bank transfers. My guest came and left, and everything was ok. Then I saw that my payment method had not been verified. I waited for a little while longer and then asked Airbnb. They kindly replied and asked me to wait a little longer. So I waited. After a week I asked again. Three different people replied: one said it could take time and I should wait; another told me that my account might have been hacked; and the last one finally told me that the direct deposit method is not available in my country- it is routed through Payoneer (which deducts money from the amount I should get) and I should contact them!
There is no information regarding this on their web site. This is total fraud: not informing me about what is available in my country, what is not, and having no interest in telling me why my payment preference has not been verified. Then I changed it to Paypal. I have a confirmed, eligible Paypal account. Still, there was no verification from stupid Airbnb. I asked again. The reply was a form letter teaching me about Paypal. My payment preference has not been verified yet and it has been two weeks since I started this process. They do not care about paying you your money. I have spent hours dealing with interesting answers and still could not solve my problem!
Three cancellations in my last few trips and each time Airbnb treats me like i am trying to cheat them. I had to make a total of four reservations (now maybe five) for this three-week trip! The first was a very nice, complete apartment at a great price for the full three weeks. Apparently too good to be true, as they cancelled a few days later. I could not find anything even close, but there was an apartment that had a weekend hole in the middle. It was nice, so I booked both sides.
Airbnb argued that I didn’t deserve the available credit from the cancellation because I had to make two separate reservations instead of one and neither one individually qualified. REALLY? Airbnb treated me like I was stealing! But then, the “instant book” host cancelled the second leg of my stay. Back to the computer AGAIN! At that point, there was nothing even close to the original reservation I made. I found a complete apartment for a decent price and filled the hole and second leg. But Airbnb’s system didn’t allow me to apply the two credits I received trying to make THIS reservation. Airbnb said I must use it on a future reservation. I understand Airbnb wants me tethered to their sorry policies, but I would rather lose the credit than go through that mess again.
I can’t believe that Airbnb thinks that by treating me poorly I will be a loyal and happy customer. I am frustrated and angry and I have lost way more in time and frustration than the $120 credit they wouldn’t let me use. And I have no confidence at this point that those reservations will be there when I travel. For example, in my penultimate (second to last) reservation in Florida via instant book reservation, I called the host on my way over from the airport car rental and she screamed at me that she was not an Airbnb host and I would not be able to stay, blaming Airbnb for not cancelling her account. When I talked to Airbnb, I was again treated like I was the one who caused the problem. They have Horrible policies that force their customer service people to treat customers roughly and unfairly.
On my last trip to Florida, I got stuck in a house of a couple (as in a man and woman) of dominatrixes who were in the process of building a dungeon in their garage and had two “slaves” come over a couple nights before I left. As I was trying to watch TV, I heard many smacking sounds and screams coming from the garage. Funny, but not what I bargained for.