My neighbor is an Airbnb host, not me. I tried to contact Airbnb regarding issues and questions I had related to my neighbor’s hosting, and it’s impossible to contact them through their website without providing the host’s listing information. Seriously? There is no email listed on their website. So, my questions relate to Airbnb’s verification process and how they protect neighbors if a guest damages the neighbor’s property, attacks the neighbor, steals from the neighbor, etc; and so, I called Airbnb. They planned to refer it to their legal department, but they refused to do so unless I provided my neighbor’s information. Seriously? In what universe would I trust Airbnb with my privacy if they can’t even provide an email or phone number on their website in which to contact them? I can’t allow my neighbor to know I contacted Airbnb. So, I asked to speak to the customer service representative’s supervisor; until I through a complete and utter hissy fit and repeated over thirty times “I need to speak to your supervisor” did I get to speak to someone who could take down my information to get back to me. I wasted 32 minutes on the phone trying to get a few simple questions answered on top of trying to go through their website.
Two days ago, I received a text notification from a woman named Carmen through Airbnb as a guest attempting to book. Since I am a guest user with no listings, it obviously concerned me so I logged into my account. Unbelievably, someone listed a property in China on my account, and someone did book the listing (Carmen) but then cancelled. It appears that the $80 paid was refunded so I wonder if this Carmen person was involved in the scam or just an unsuspecting customer. I cannot see any way to contact Airbnb directly to remove this listing (I delisted it and changed my password but if they got in once there is nothing stopping them from doing it again). I was able to change the descriptions but again – if they can get in they can change this back and continue to fool potential Airbnb guests. Any advice would be appreciated since I cannot seem to reach anyone at Airbnb to report this.
I’m a first time user who will NEVER use Airbnb again. I reserved a long-term stay (30 days) with a host through Airbnb. They quickly took half the amount – $1700 – from my credit card. Then I needed to cancel. I was within my refund window. There was lots of chatter with accommodating texts between the host and myself, two weeks prior to the reservation cancel request. Then nothing. She had three days to respond to my refund request. Of course she didn’t. After those three days, Airbnb sent a notice that I could receive up to $1580 minus their $75 fee, which would be refunded within three days. This is what ended up happening. And they offered to help resolve things with my host. This was a one-time chance to reach anyone via text through the link Airbnb provided. After the initial request, it literally dead ends not allowing me to reach out to Airbnb until they respond. It has now been almost a month. I can’t text, email or contact anyone! Thankfully, my credit card company allowed me to dispute the charge. I have some kind of control over fighting for MY money. Where was Airbnb’s customer protection?