In May 2017, a Swedish Airbnb host failed to provide essential amenities described in the listing, obliging me, the guest, to check into a hotel for the first of a week’s visit in costly Stockholm. The first Airbnb agent contacted by phone promised to rebook me and offer compensation for expenses but the next day another Airbnb agent wrote that no compensation would be offered and, instead of rebooking me, gave me a minimum reimbursement claiming I had cancelled the reservation (not far enough in advance for a full reimbursement as per the host’s strict cancellation policy).
I tried to resolve the matter pointing out that I had never cancelled the booking but it fell on deaf ears. The Airbnb agent never replied to my showing her the agent’s name and case number I was given who had promised to rebook and offer compensation. Instead, when I placed into dispute with my bank the sum paid out in advance to Airbnb, Airbnb countered with a copy of their cancellation policy. I informed Visa I never cancelled it and that it was the second Airbnb agent who did this unilaterally and tried to lie about it. I also wrote a letter to Airbnb’s CEO in San Francisco detailing the case with names, dates and reference numbers. No one from Airbnb replied to my letter.
In the end, Visa reimbursed me because Airbnb was unable to uphold their claim with any evidence; the bank believed me. I have been an Airbnb host and guest for well over ten years. None of this mattered. I will think twice before I use this intermediary agency to book any future stays. Instead I will look for alternate ways to book private homes. It is truly shameful that Airbnb treats its loyal clients in such a shoddy manner.
Hello, I am a retired newspaper editor and am pitching AARP magazine a story about the do’s and don’ts of renting private homes when traveling. I myself have been disappointed in airbnb and am currently hoping Amex will reimburse me for the costs of my recent DC trip. I was booked into a dirty, cold basement. Airbnb has denied my claim, even though I fled the place within hours.
Thank you in advance for your help,
Vicki Biggs-Anderson
Grand Marais
vbiggs@boreal.org
Bisa totally reimbursed me, too, after renting a horrible house.
Why would the OP give a rat’s ass about being banned from Airbnb?
And now you are forever banned from the platform.