Rude Host Refuses to Take Lockdown Under Consideration

blank

When lockdown hit in Bondi Beach and surrounding areas, it was physically impossible for me to travel to and from Bondi. Informing the host of this, she refused a refund, and Airbnb’s extenuating circumstances does not offer refunds for anything COVID related. I never actually ended up staying at this property, but still had to pay 100% of the cost.

I am a part time student and this was a lot of money that I lost. A little empathy in an unforeseen situation that none of us could have helped would have been appreciated and ensured I would have stayed with this host again. However, because of this situation I will never consider it, and I actually won’t consider Airbnb again in the future.

Think to yourself: would you want to lose all your accommodation costs with no chance of a refund if you are forced into another lockdown? Definitely not. Book a hotel. Understanding the importance of reviews and always written with the upmost respect to any business operations especially supporting small business practices but in the instance there is nothing positive to pass on with the experience.

Due to the sudden COVID outbreak in Sydney, I requested a reschedule date. Concerned I may have got stuck with no way of getting home if there were a lockdown to take place, I was well aware of being inside the cancellation timeframe so prepared to forfeit a fee under the cancellation policy in hope to reschedule so I wouldn’t lose the full amount that had already been deducted. However, the host was not accommodating nor was she prepared to compromise in any way other than suggesting to contact Airbnb directly for further information, which I did.

Airbnb said I could still request a refund or a partial refund from the host even if the policy stated otherwise. Desperate, I reached out to her again requesting some kind of resolution explaining so I could come to Sydney to celebrate a close friend’s birthday. Otherwise, I would not have planned to travel during such uncertain times. I was simply hoping to reschedule the trip for one month later aligning for when the birthday celebrations had been rescheduled. Further to this, I was happy to pay a fee for the inconvenience, only to receive a devastating response without even considering my request.

blank

Host Lied About Cleaning Filthy Airbnb During Pandemic

blankblankblankblankblankblankblank

I have used Airbnb for years but never again. My pictures will show that this new host had no concept of what was clean and had not cleaned let alone touched high contact areas. It appears a long-term renter had been there as we were unfortunately the first guests in what they say was a newly refurbished property. They had painted bedrooms but left the kitchen and washing machine cupboard untouched: door handles were sticky, light switches filthy, dirt built up deep and when you opened the fridge door you could see the dirt build up.

The kitchen stank so badly of cat spraying and wee, it also smelt like something dead like a mouse. I told them and sent pictures. They blamed a cleaner but wouldn’t tell me who that was so I could raise a complaint and they said they would clean the next day, a day into our trip. We stayed out all day in the hole so they could do a deep clean. We couldn’t find anywhere else to stay.

We got there late the first night with our son who has Crohn’s and is a higher risk. We couldn’t get anywhere else as everything was booked and we were complying with Airbnb and giving them and the host a right to respond. Airbnb said not to cancel — it had to be done by the host. Anyway, we got back and found that only superficial cleaning had been done: no hoovering the dirt in cupboards, no cleaning next to the washing machine or the machine.

I had such a bad night with my severe cat allergy and knew something was really bad in the kitchen so I tried to find the issue. The photos of the fridge, floors, washing machine, and cupboard are after they had the chance to clean. I was fuming and told the host I sent photos to Airbnb. The host said they would refund me but are now refusing and changing their story because I left an honest review. I am still waiting for Airbnb and I will be taking legal action. The host has now posted defamatory statements about me in their reply to my feedback.

I am at a loss how people can be like this and rip people off and lie so blatantly. I have photos, I have their emails admitting they didn’t clean, admitting it’s wrong, admitting they would refund me and now because I didn’t play the game and lie on my feedback they are refusing. Had I lied I think they would have still refused, and they would have said my feedback showed I’m happy. The biggest issue for me is Airbnb and this is not fit for an enhanced cleaning program. A host gets a badge and is shown to be COVID safe when they are not even doing basic cleaning. I would love to do a class action on Airbnb to look at this and the facts.

Lost $900 Because of Airbnb’s COVID Policy

I have tried getting Airbnb’s help over the phone, I’ve tried getting help from the host and I have messaged four senior executives, including the CEO. I have not received a positive response so far. So now I’m sharing my issue publicly, to see if the company does something about it.

I booked a trip to Istanbul from May 7 to May 12, and made a reservation with an Airbnb host for all those days. A few days after I made the reservation, the government in Turkey has announced their first full lockdown. Although tourists would still be able to walk around, I’m sure you can understand that traveling to a place that has just entered their first full lockdown is not ideal, for many reasons. The main one for me was the possibility of being locked in Turkey and not able to travel back to my country of residence, Dubai.

Once we heard the news, my husband and I decided to postpone the trip. I messaged my host and politely asked to change the dates of my trip. He refused. I then asked for a refund, as I spent $900. He refused. He refused any refund whatsoever… not even 10% or 20%. I lost $900.

With that, I called Airbnb, who informed me that they have an extenuating circumstances policy. It says that trips booked before March 2020 could fall under this policy, but since I booked my trip two weeks ago, I’m not entitled to it.  Obviously, Airbnb is entitled to define its cancellation policies, but in my opinion, I believe this extenuating circumstances policy is completely outdated.

During COVID, all the major players in the tourism business, like hotels, airline companies and travel agencies have implemented much more flexible cancellation policies to encourage people to continue traveling during the pandemic. Today, if I buy a ticket with Emirates for example, I can change the dates without no extra charges. If I book a hotel, I can most likely change the dates or get a refund.

I had no issues at all changing the dates of my flight to Istanbul, the dates of my flight from Istanbul to Cappadocia or canceling my hotel reservation in Cappadocia. None of them have charged me anything for it, because they all understood the situation in the country.  Only Airbnb couldn’t be flexible on their policy and its host couldn’t offer new dates or even a partial refund.

I don’t think this is fair. But more than that, I don’t think this is smart. I would love to hear something positive from Airbnb, to help me get my $900 back. Is anyone interested in helping?

Customer Service? Airbnb Doesn’t Know the Meaning

I joined Airbnb in 2020 but had to cancel all my trips due to the pandemic. Now that the EU is considering opening up to fully vaccinated Americans, I thought I could re-visit Italy. Having had a good experience with the different hosts on a previous trip (booked by my traveling companion), I made the (terrible) decision to join.

I made my first reservation and that was accepted. When I tried to make the second, a dialog box showed up saying “we can’t let you pay as your account is under review.” This was the start of the nightmare customer service saga. Service cannot be used in the same sentence as Airbnb as it’s a complete oxymoron.

The first line of representatives you reach on the number, which is deftly hidden behind multiple tabs, leaves you feeling frustrated, angry but most of all, powerless. Here’s some of what the representatives told me about my account review:

  • They were carrying out background checks on me. I’ve been in various government jobs that required those. I didn’t know registering on Airbnb required a background check.
  • From Jan. 2021, all Airbnb customers not only had to inform their banks about potential transactions with the company, but in fact, had to get in touch with Visa and Mastercard to let them know that reservations would be made on this platform. Didn’t these representatives get the training memo that it’s actually banks that block/unblock transactions because Visa and Mastercard supply the plastic and technology that makes our life simple with credit cards?
  • I had to get in touch with the potential host I was going to stay with in Italy because apparently, her software hadn’t been linked to Airbnb and this was what was stopping me reserving with her. Don’t they have an IT department to do that? Isn’t that their responsibility?
  • I did actually contact the host in Italy. She took the trouble to contact the Italian customer service platform and they were scathing in their response. They laid the blame squarely on the U.S. side saying that tech support was clearly able to help me and should do so without pushing blame on to the host. Sound familiar?
  • The trite sentence of “I’m so sorry. I know how you feel.” No, you don’t, so stop trying the empathy game with me. If you were really sorry, your IT team would stop faffing around and could have fixed this block on my account already.

There will be customers who have had a flawless experience with their hosts, as I did on my previous trip. My particular experience isn’t one I’d wish on my worst enemy. I have to agree with a review I read in that their representatives do seem to follow a script. It can’t be great for them to have to put up with aggravated, stressed and livid customers but if their management put robust resolution protocols in place, namely timely responses and updates to customers’ email, then perhaps 90% of this could be avoided.

What seems patently obvious from my dealings with Airbnb is that no supervisors are around to handle calls in the moment. Their procedure is to “escalate” and this gets attention within 24 to 48 hours. In the meantime, you get zero communication.

The other horrendously annoying aspect of dealing with this company is the multiple security checks that take place. If you phone from a number that isn’t on your account or if you log in from a laptop/desktop and not the app, you get a string of emails/texts asking you to confirm. Can’t somebody tell their Information Security Officer that security is only good when it doesn’t interfere with legitimate users?

That is the paradox of this company. Their engineers have crafted multiple security checks on users yet they still haven’t put in place a system to communicate with their customers that they are dealing with technical problems that hamper customers from using their accounts. How could they have not seen the importance of keeping customers informed?

It really seems to be a company that has little regard for treating its customers with a modicum of respect. My experience has shown that timely responses are not something they do. There is no communication about the progress of problem resolution and some of their representatives are clearly out of their depth. I’m just annoyed at myself for having joined such a thoughtless, uncaring company.

Airbnb Literally Endangering People’s Lives for Profit

After making the responsible choice last year to cancel all reservations when the pandemic hit and subsequently not receiving any compensation, I received $25. I took it as an opportunity to review my cancellation policy to better protect myself to reflect the new realities of travel.

Fast forward a year later and I made my place available for the month of April and received three bookings, two of which my guests responsibly cancelled due to the lockdown in the province of Ontario. The third one admitted her travel was unnecessary and that she was coming to walk around with her boyfriend. Now she booked a non-refundable option but would not cancel the reservation because she did not want to lose the money despite her choice to book a non-refundable option. Again being responsible, I chose to cancel and the guest was refunded.

I am not the brightest, but I am failing to see how after I adapted and my guest booked a non-refundable option, how she is still being refunded. At first I was upset over the money but at some point it’s not about the money. It’s about the safety of my community and I couldn’t believe the position Airbnb put me in. They refunded some person who booked a non-refundable option and did nothing to respect my cancellation policy or do the right thing and cancel all reservations in Ontario.

This didn’t sit well so I asked them to donate the money to Black Lives Matter (I am a Black person so figured this money could go to some good) instead of refunding this low life guest. They refused, stating their policy. I was laughing at their “support” team. The guy clearly was in no position to even have a conversation and was reminiscent of a robot, programmed to repeat the policy and failing to understand what “human” is.

Companies like these are greasy and hope the collective group robot think pushes your billion-dollar company to higher profits while putting the lives of people at risk. The fact that they are allowing hosts to operate in Ontario at the moment is baffling. They are literally putting profits before the public good and this goes for housing as well. Simply ruining communities.