I started using Airbnb right out of the gate since I travel a lot. It’s been a lifesaver, but somehow about 18 months ago I started getting emails (in Chinese) requesting to book my apartment in China. Since I do not own an apartment in China I immediately contacted Airbnb for help. Crickets…for about 12 months. During this time I was not allowed to use my account. Because I was in the process of trying to get this resolved, my account got locked. I have emailed them dozens of times but to no avail. You’d think the smart person would just open a new account. I did, but because my identity is tied into my locked account I can’t get around the system. Of course, I can’t even find a phone number to call and resolve this issue. I just keep getting emails saying we think your account is compromised, please email us to resolve and then crickets… again. They have absolutely the worst customer service ever. Thankfully I have found this site and maybe I can call and resolve the problem but after reading all of the reviews, I expect more crickets.
I am a realtor and was selling a home for a client. Since the home was vacant, the seller elected to have a home tending service put tenants in the home (it helps owners with utility expenses and whatnot in exchange for a tenant staying for reduced rent paid to the home tending company). We found a buyer and are under contract, and gave the home tenders their 30 days’ notice to vacate. The buyer’s agent emailed me to say the buyer saw the home listed in Houston for the Super Bowl at $2000/night (which occurs before their 30 days is up). The home tender obviously did this (the owner didn’t). I called Airbnb to report this. They refused to even tell me whether the home was rented (we can’t find the listing now because it was likely rented out). They just would not help me, with the representative telling me they didn’t know who I was. I asked if they would like the owner of the home to call them, and they said they wouldn’t help there, either. They are just allowing fraud. The representative was insanely rude and told me to call the police. With what proof since the listing is gone? I honestly can’t believe they do business this way. I used to use them myself. Never again.
I had a guest for one night, who walked away with a few items, including: TV, air conditioner, coffee machine, toaster. I have contacted the guest on his mobile – the man who answered said he’s never heard of Airbnb. I contacted the police, who asked for any traces that might help the investigation. Then I contacted Airbnb. They absolutely refused to provide me with any clues as to the guest’s real indentity, and said they will “run their own investigation.” They asked me for the police report, which obviously takes a bit of time to come through, and 48 hours later closed the case indefinitely. More over, they did not even transfer payment, which they have collected from that guest. On that basis that, I have opened a legal case. This is insane. If anyone knows an alternative to Airbnb I would love to hear it.