Since then I haven’t received any messages from Airbnb. I did call twice myself (since I live abroad, it’s an expensive phone call) and got the same message: “We will contact the team involved and they will be back with you asap.”

I also wrote three emails asking about any kind of update. So far I haven’t received anything. I put my apartment on hold at Airbnb, and told them in an email that I would have a look at Booking.com. Now thanks to the coronavirus madness everything is on hold anyway, but boy I am disappointed about the attitude of Airbnb.

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I could not make a reservation until then, even with a different credit card. Due to the popularity of the place I was trying to reserve, I contacted Airbnb to see if I could hold the reservation. They told me I would need to contact the host. They also assured me repeatedly that my case would be marked as “urgent” and that I should “keep the lines open” to hear from someone from the security department shortly. No one from Airbnb contacted me that night. Luckily my host was kind enough to put a temporary hold on my reservation for 24 hours. This was a relief as the issue was not only originally promised to be resolved within 24 hours, but the representative from Airbnb said she was marking it urgent to be expedited.

Nearly 22 hours after my initial submission to have my card verified, I still had not heard from Airbnb. I called two more times and was told that my case had not in fact been marked urgent despite the fact that each time I was incessantly promised by the representative that is would be. My issue was not resolved until 26 hours after my initial submission – two hours after the “regular” maximum wait time and after calls to over a dozen representatives and three supervisors. As I feared, my reservation was no longer available. I immediately searched for another, but the comparable reservations available were now twice as high. I lost about $130 in value of my reservation. Airbnb offered a measly $25 as a “thank you for waiting.”

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Thirdly, the “community” that Airbnb is supposedly trying to build surely doesn’t have room for this kind of host but it’s in moments like this that I see that they don’t do anything to vet hosts. Lastly, even after posting all of this, I’ve tried to find a way to contact Airbnb and complain; there is basically no way to contact them. It’s shocking. What are they taking the +10% service fee for? Surely there should be an email complaint service that all customer based organizations have – even terrible ones. The reservation was canceled and so trying to get help about it is no longer an option. Pathetic, especially from a company built upon an image of customer service. The minute you and the host can’t resolve an issue it all goes pear shaped. Airbnb, I hope being left stranded doesn’t happen often. You have no idea the emotional distress caused by being stranded alone, with luggage and in a foreign place especially when it’s dark, rainy and cold. I at least could afford a hotel – most people can not.

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A couple of hours after this I received an email letting me know that they hadn’t heard from me and would be closing the case if they didn’t. I called and let them know that I still needed to correct the issue, but the person that I was speaking to was clearly in a training class (for every question I asked, I could hear someone else telling him what to say), so I asked for a supervisor. After twenty minutes of going back and forth (I was at work and had changed my password with a generator and wasn’t able to confirm these numbers, but offered any other personal information he would need), I logged on to my credit card company site and gave him what I assumed he might have.

After another wait, I finally had a supervisor on the phone who was short, rude, spoke over me and was consistently sarcastic, asking “why am I on the phone with you? Why do you think you need to talk to me? Why do you think that this had to come to me?” I continued attempting to tell her the issue, and she continued to speak over me. She flat out refused to help with the fraud that they allowed to happen. After the call with Airbnb – who has still not done anything about the charges they allowed to happen – I called my credit card company, who handled it immediately.

I regret having scheduled another booking with them next April (they have a strict cancellation policy, so I’m basically stuck) and will be letting everyone I know that this is not a company that can be trusted with personal information. I have tried to remove all credit cards from my account, but am unable to remove the default card. The level of disrespect and disregard for their customers is past distasteful.

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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!

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Well guess what? The sheer arrogance and/or elitism of Airbnb personnel simply screams from the site. No, you can not think of all issues and place them in an endless series of dropdowns, and no, like hell am I going to play Simon Says guessing games to pass through the hoops Airbnb has provided. The industry is flooded with venture capital to build systems to smash smug assholes who operate Airbnb and my money and more importantly, time, will be spent elsewhere. So, why am I bothering writing this here? Just using it as a temporary pad to jot down my review of Airbnb before finding a spot to publish it.

The post Speak to Real People with Airbnb Customer Service? appeared first on Airbnb Hell.

I would never put my place up on airbnb nor would I use their service. This company has terrible customer service. We need to spread the word so people don’t get scammed into thinking its safe, trustworthy, and reliable. Horrible company.

The post Horrible Airbnb Guests appeared first on Airbnb Hell.

My question is: Are there any good alternatives to airbnb that treat their customers better? I realize there are always hotels, and that’s fine… but surely there is someone else out there running or building a better service than Airbnb’s terrible customer service right?!

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