Customer Service over Cancellations is Lacking

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We had a reservation in South Lake Tahoe over Christmas paid in full, that was abruptly cancelled today, nine days prior to arrival. There was no explanation why, just a gratuity voucher if we could find a replacement for $195. This is the first time some of our family have used Airbnb, and I have to say we are all totally dissatisfied with all that has transpired. Our daughter has received no response to her email from Airbnb or from the host. We reserved in August, well in advance of the holiday. Two of the families are flying up here from southern California. This cancellation has not only made a mess of our well planned trip but also left us scrambling to find a replacement which is not proving to be easy at this late date near the holiday. I haven’t even mentioned the stress of the entire issue. I would think there would be some restrictions to the owners in regards to cancelling, as there is to the renter. $195 for our trouble doesn’t even begin to make things right. They can be sure we will be sharing this with all we know especially to those who use the service.

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Airbnb Disavows Coupon, Accuses me of Hacking

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I was notified about a coupon code that would provide a substantial discount to any stay booked with Airbnb. I went to check that this code worked as I wanted to book a mini weekend getaway and, with the code applied to the stay, it would have been very cheap, making the trip almost free. I selected a condo that was in a great location and entered the coupon code in the section provided on the pay out page. The discount was applied so I knew that the coupon code was valid.

I decided quickly to run the dates by other other parties who were planning to join on the trip before I submitted the payment. This in total took about four minutes from when the coupon had been successfully applied. I went to change the amount of guests as we now had an additional person who wanted to join. This reset the page; I entered everything again including the coupon code and the coupon now suddenly did not work. Just four minutes later, and Airbnb said the coupon had now expired.

I called Airbnb to inquire why the page reset and explained that I had successfully entered the coupon already a few minutes before and the discount has been applied – why it was now coming up as expired just minutes later? The agent then began accusing me of making this up and that they do not provide coupons (even though there is a spot for them on their payments page) and that a scammer must have hacked their system and created this coupon code to harm their company.

None of this made any sense. Perhaps the code was not meant for everybody and was a programming mistake by Airbnb that worked briefly and then maybe they noticed their mistake and retracted the offer or something. However, this was not the explanation given. They started interrogating me like I was the bad guy or making the situation up and needed to provide them proof of all of this like it was my job to to their job for them and report all my findings to their Trust and Safety Team who would now be investigating me. I said I had nothing to do with this and that the source was a reliable travel website showing the promo code. I was certainly not a hacker. If I were, why would I call in and report myself?

The whole situation left me feeling very shaken and angry. Not only was my vacation ruined as I could not afford the trip without this code that they refused to honor, I was treated like a criminal for even asking about it . What a horrible experience and abysmal customer relations provided by Airbnb. Shame on them for treating customers in such a manner. In the future I will be booking any vacation stays with hotels.

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Could it be? A positive Airbnb customer service experience?

I was renting my property with Airbnb. I had already had several great guests and I had many more booked for the rest of the year. I was then informed by the freeholder of my property that he would no longer permit short-term lets and changed the lease. This left me with a problem, as I had many outstanding bookings and a potential $50 fine on each cancellation. I phoned the UK Airbnb line and spoke to one of their customer service representatives, Olivia. She was very helpful and understood my situation. She wrote a report and sent it to the relevant department which dealt with lease issues. She said they would be in touch soon. The next day I received an email from John asking to confirm if I wanted to cancel my bookings. I confirmed, and they were all cancelled with an explanation email sent to my guests. John also provided me with a $100 voucher for the trouble. Overall my experience was very positive. It was horrible to have to let down so many nice people. However, the customer service team made it very simple and relieved a lot of stress. Overall I’m 100% for the Airbnb customer service team. I will continue to use it while I travel and will hopefully be able to host again soon.