Author Archives: Jana Busby

Airbnb Hung up When I Asked for a Refund

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My daughter and her friend were going to go to Santorini and I paid for the reservation. We fit right into the COVID-19 extenuating circumstances policy with all of the dates. I tried to get a refund through AMEX because I could not get through to Airbnb in early April.

I tried again today but could not get through. I called this afternoon. I had tried through my daughter’s account to find the cancellation button but could not. There was a 45-minute wait. I asked the rep if should could refund the amount. She would not give me a simple yes/no answer.

I asked for a manager per this site. She said I had to be verified. Then she said I had to go through my daughter’s account. I told her I wanted a manager as I had paid for the trip. She said she would need to hangup on me. I again asked for a manager as I had the reservation number dates, etc. She hung up on me. That is not customer service.

I went back online and found the cancellation button. The only option was a refund on half or full travel credit. Never again. Airbnb is the worst. This is our second horror story.

Airbnb Host Offers no Flexibility During Pandemic

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This was the worst Airbnb I have ever stayed at in my life. It was like walking on eggshells. I can’t believe I stayed here and extended my stay. I was manipulated and taken advantage of at the same time as well.

Since I was trying to save money in the middle of the pandemic, I figured I should probably stay in a cheap place with a kitchen. I was hesitant with booking with this host since the kitchen was not allowed. I figured she might be able to make an exception so I decided to message her first.

In our conversation, she told me “light cooking” would be okay. Unfortunately, that was my mistake. “Light cooking” was her way to get me to book the room so that she could make some extra cash during the pandemic. Apparently sautéing was not considered to be “light cooking”. Light cooking to her was considered to be making a sandwich, which is not really cooking at all. Because of this miscommunication, I had to throw away $30 of groceries.

My host also came into my room and moved my stuff around so that she could tidy up one day while I was gone for the afternoon. If I can’t come into your room I would really appreciate it if you didn’t go into the one I paid for when I’m not in the apartment. I mean how do I know if my stuff is safe in the room?

I can also see why previous guests were complaining about the bed. I had to fix the bed frame several times since it’s made out of wood. On her listing, it also says that a laptop friendly space is included. When I was at a desk typing on my laptop I was told to go to my room because “the living room wasn’t an office”.

If you’re a tourist and you’re not in the apartment a lot I can see why you would leave a good review but this was not my experience. I’ll never use Airbnb again.

Being told ‘No matter what, I cannot get my money back‘

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We are four senior women (over 70) who booked a friend’s vacation back on January 29 for travel beginning on May 11. We paid in full, looking forward to the vacation. Then COVID-19 hit. We contacted the host and explained we were concerned: two ladies had frail husbands and one lady had respiratory problems. We contacted the hosts on March 31 to express our concerns and ask about our options.

The hosts were very understanding but asked that we waited until at least May 1 to cancel. We agreed, but on April 20 we received an email from Airbnb talking about possibility of getting a 100% refund due to COVID-19.

At that point we reached out to the hosts, who said to try and cancel using the Airbnb website. I did but could not find a way to get a 100% refund. It said I would get a little more than 50% back or I could accept a travel voucher for 100%. We opted for this, because we did not believe we could get our money back.

I talked again with the hosts, who said they were going to try and help. When they got back to me, because I had accepted the travel voucher, they didn’t think there was anything they could do to help.

Since then, we have spoken with several hosts who indicated they were refunding their customers 100% of their money without documentation, and I needed to pursue this by calling Airbnb. They gave me a number to call. I called on May 7, explained the situation, was told my case was being escalated to case management and I would get a call back.

I did not get a call back. We pursued calling Airbnb again, explained our situation again, and again we were told we would get a call back. Again nothing… we called back again, waited on hold about 1.5 hours then was told over and over again that they were sorry , but there was nothing they could do.

There was no one that could help me get my money back. Because I had agreed to take a voucher then I could not get my money. I find the entire refund policy unacceptable. I will not be paying Airbnb ever again to stay at one of their properties. I will make sure everyone I know also hears the same story. Shame on Airbnb for stealing some people’s money. How dare they accept stimulus loan money.

Host and Airbnb Contradicting Each Other

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I booked a five-month reservation with a Superhost through Airbnb. After 24 days, I cancelled the reservation for multiple reasons: the dirty TP in the bathroom; my food being eaten; and when the host said one of his employees had been exposed to someone with the virus.

The host said there was a 30-day cancellation penalty, which would be about $1100. Airbnb says that the amount of the remainder of four months’ time cut in half is how their system calculated the cancellation, for roughly a $3200 cancelation penalty.

I messaged the host who said, and I quote, “Again: you are not responsible for any cancellation fee. If they try to pay it, we will refuse it.”

After two months of trying to get Airbnb to respond to my calls the host is now saying they are charging a cancellation fee. This comes down to the host directly lying to me and to Airbnb. Airbnb refuses to even read what the host says or respond to me.

Thankfully I have had legal advice that said to save all messages and if Airbnb tries to do anything, I am completely covered. Airbnb says the original case manager is no longer with the company, and a new one is assigned but still not responding.

I have reached out over a dozen times over the past two months and still am being ignored. A representative the other day said that when a case is opened it could not be closed without a resolution. The helpbot closed my case the other day, after two months of being open and no resolution.

Not a good place to stay and Airbnb is hiding reviews on them so they can remain a Superhost.

Airbnb Refused to Give Full Cash Refund

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Airbnb’s COVID-19 cancellation policy says I will be offered a full cash refund, as my situation fits the criteria. I am eligible for a full cash refund. Was I offered a full cash refund? No.

I was offered less than half my money as a cash refund, or I could accept a credit of the full amount. As I was confident Airbnb would fix this error, I took the credit. I was living in a dream world. They have all been rude, dismissive, disdainful, from the juniors to the ‘senior’ consultants. One was decent enough to tell me the truth, but did nothing.

They have completely ignored the topic that the system made a mistake to not to offer a full cash refund. They say they will never give me the full cash refund. They have the gall to quote the policy to me saying that I took the credit, so I should shut up and crawl back under a rock.

The next indignity is that someone fraudulently used my credit. Who or how they used my credit, I don’t know. There were no apologies, just a new credit reinstated, but not the full value. They decide to ‘round down’ the credit amount.

Isn’t that theft, to take money off someone without their permission? Yes, they let someone steal my money, then they stole some of my money. Unbelievable. How do they feel about it all?

I asked the ‘senior’ consultant to ring me. He completely ignored me, and sent me one of the endless generic emails saying the same thing as the last fifty emails. Thankfully it didn’t contain the ‘slap-in-the-face line,’ that they will now close the case as they feel it has been dealt with sufficiently. They sent that one to me one too many times.

I have asked the NSW Fair Trading department to help. They are kind and supportive. As yet we have had no success in getting Airbnb to abide by their own policy. They have shown themselves to be incompetent, but worse than that, dishonest and completely dismissive and disrespectful of their customers’ feelings and rights.

The true test of customer service is how the company responds when things go wrong. When things go well it all looks good, but my situation has tested these people and they fail in so, so many ways.

I am sorry to all the lovely hosts who have made our Airbnb stays so memorable. You make Airbnb look good, but it is rotten to the core. There are plenty of other accommodation websites that offer the same style of accommodation and service. I hope you will all join me there, and we can again enjoy our carefree holiday travels.

Not Happy About Airbnb’s Cancellation Policy

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My son was due to be married in NY in August. I had paid $3800 to secure an Airbnb accommodation. I am in Australia. The wedding has been postponed for one year and travel is not allowed.

The host has been lovely. However, as I cancelled, Airbnb is holding $901 in fees. They say this is fair, as my cancellation is not covered by extenuating circumstances. The host is also angry, but it doesn’t seem to matter. I regret not asking her to cancel the booking as I feel perhaps I would have been better situated? Message after message, case manager, phone call but no refund from Airbnb. I am devastated.

Any suggestions?

COVID Refund Nightmare Over France Airbnb Cancellation

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My family of four was supposed to travel to France at the end of June. Clearly with the state of things we can’t go. I cancelled the reservation.

On my host’s page, it clearly says that I am entitled to a 50% refund minus the Airbnb service charges. When I talked to Airbnb, they told me that the host had refused the refund due to her “strict policies”. The host told me (albeit with a language barrier) that it was Airbnb. I also received a message after cancellation stating the amount I was to receive back. I have verified this with a lawyer in my family.

Now Airbnb won’t answer my messages and I am totally stuck. There’s no way that anyone will be travelling to France anytime soon, but I am so angry that I want my money back on principle. We even offered to take a full credit to use another time but they refused that as well. The blame game going on is astounding. This is the worst customer service I have ever received, and we are both in the hospitality industry so know a thing or two about this.

Any suggestions?

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Unable to Get a Full Refund Due to Airbnb Policy

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Airbnb customer service was unable to approve or give out a 100% refund due to me cancelling the reservation before their policy updates on April 1, 2020. I made the cancellation at the beginning of March due to the coronavirus pandemic. Now my country Malaysia has to prolong the country lockdown until June 9. Airbnb said my criteria met their policy, but because I cancelled the reservation and got a 50% refund before April 1, I’m not eligible for the 100% refund.

It’s not right; it’s not logical. This policy should be amended, and not be biased.

Not Impressed with Airbnb Experiences Overall

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I stayed in a few Airbnbs over the world in 2016. I decided to try Airbnb because I wanted the experience of living as a local would. I wanted the experience of getting to know the culture and lifestyle of the places I was visiting on an authentic level.

I wanted to stay in places that had some character and didn’t look like generic corporate beige. I wanted to stay in residential neighborhoods rather than in the middle of a tourist trap. More importantly, I wanted to save money on staying in hotels/motels and also on food by being able to have access to a kitchen and prepare my own meals. These are all things Airbnb advertised at the time and I was very interested in being able to travel that way.

The first thing that I was struck by when deciding to rent an Airbnb was how expensive they were, even in comparison to local motel rates; many were the same and some even more. The second thing that I was struck by was how inaccurate the descriptions were on the majority of the listings. The third thing that I was struck by was that many of these listings were places other people lived most of the time but were just renting out when they were not there, and were not designed with the guest’s comfort and enjoyment in mind.

The first place I stayed at was in the U.S. and it consisted of a bedroom in a house with half a bathroom. Again, the price was about the same as a local motel. The washer and dryer didn’t work, the floor was chipped and cracked and the window screen was broken. The floor was stained and dirty. It wasn’t like I had access to the entire house — just the room. The owner was not available most of the time and didn’t answer or address any of my needs the entire time, even though they got paid.

The second place I stayed was a room in another house. The lady who owned it was actually super nice. I went to an ecstatic dance event with her and we had a great time. She had children and one of her kids was in camp, so I was staying in her son’s room. Again, she was a lovely woman but it was weird sleeping in a kid’s room with kid’s sheets. It was clear she was a struggling single mom who was trying to make some money for her mortgage, so I felt like overall it was something I didn’t have a problem with. However, I wouldn’t ever stay there again.

The third place I stayed in was in Denmark. That was the only Airbnb where I had access to the entire apartment that was clean, orderly, and as described on the listing. The owner was helpful in helping me rent a bike. The price was also reasonable and I was able to actually save money with food because all the kitchen equipment actually worked. That was the only place that I would ever stay again.

The last place was in Germany and that was the last time I ever rented an Airbnb. The description was completely inaccurate; the apartment was located way on the other side of town. I had to walk two miles to with my luggage. The owner met me and he seemed nice. He gave me the key and talked about the town for a few minutes before he left.

The apartment didn’t have much working in the kitchen and not even a working microwave. The bathroom was filthy, with a piece of dirty duct tape on the floor holding it all together. The sheets I’m pretty sure had not been washed and the only appliance that worked was the TV.

The day that I left I got locked into the building and wasn’t able to leave since I had given him back the key. I knocked on some random apartment for someone to let me out. After that experience, I checked the local hotel and motel rates in the city itself and found that they were comparable and in some cases even less than what the Airbnb host was charging.

For the same price, you can get a hotel room with clean sheets, clean towels, a clean bathroom, a safe, and someone to clean your room. A hotel will generally be up to standards and have good customer service, but this is not the case with Airbnb.

You just get the feeling that many of these Airbnb hosts are far more interested in making additional income to pay their bills than they are in providing a valuable, guest and customer service oriented, hospitable experience. They aren’t obligated like hotels are to abide by certain hospitality industry standards. They aren’t even obligated to abide by certain safety codes and are not subject to inspection.

According to some of the reviews I have read on this website, many Airbnb listings are not even required to actually exist. Many of them are fake or are dishonest in their listing description.

I’m posting this because everyone talks about how great Airbnb is, but that has not been my experience overall. You really are not saving any money and you’re really taking a gamble on whether or not the place you are renting from even exists. If it does, will it be up to code, or is it a fire trap? Is it going to be clean? Will your host cancel your reservation right before you arrive? Is the host an ex-con, a rapist or murderer? Of course, this can go for the guests too.

Airbnb has some potential but it needs much more oversight. The listings should be subject to certain local laws to ensure they are complying with safety standards. They should be subject to inspections and paying fees to local governments so that they do not displace local residents.

As it is practiced today, it is a bad idea and really should be banned. Many people can’t access affordable housing and it is largely due to Airbnb being turned into short term rentals which can charge a higher rate. Guests coming in and out of the neighborhoods are not required to register their status if they are ex-convicts or sex offenders.

Is it really worth any of the savings if you don’t know if your valuables will be safe or if the host is safe? If the kitchen equipment doesn’t work, and you have to dine out anyway? Are you really “living as a local” if the place you are renting is on the other side of town?

In short, think about it before renting an Airbnb. Is it really worth the risk? Maybe have a back up plan like a hotel booked which has a 24-hour cancellation policy just in case. Or just stay in the hotel and forget Airbnb.

Disappointed Airbnb Guest in the Time of COVID

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We booked our family holiday with a $4000 deposit. We talked to our host. Under his policy, he wouldn’t give us a refund or travel credit.

As our borders closed, we contacted Airbnb. We saw on the company’s social media on March 19 that guests would be compensated. After emails back and forth to Airbnb and phone calls we had no luck with my refund or travel credit.

We kept stating we booked in August 2019 and our travel was for May 11, 2020. We followed social media and websites stating this policy was extended until May 31. Again, we were asking where our deposit was. Airbnb staff said they would give our deposit to the host 24 hours after check in. I then questioned why are you going to do that? Airbnb seemed to be supporting the host.

However, now the host is telling us to cancel our booking. Why would the Airbnb contact centre not give us a manager to speak with? As I continue to read the wording of the COVID cancellation policy, it states guests will get a refund.

Again, I contacted Airbnb with no help except a customer representative stating that they would hold our deposit. Their system will be giving our money to the host and this is out of their control.

I am in tourism. I have worked with other booking channels and never had such a bad experience. As I said, we cancelled our booking as the host told us we would get our money back after the announcement of the COVID-19 policy that changed in regards to refunds. We canceled on March 20. Airbnb put out a statement for refunds on March 19.

I hope this reaches management. It seems that booking.com, Agoda, Expedia are not making money on guests. It was hard enough having to cancel flights and tours then have Airbnb not listen to you and say they’re following policy. Why would Airbnb make a social media announcement to the pubic about refunds but when it comes to getting a refund tell is a different story?

I work as a tourism ambassador in New Zealand and I know for sure my company will not be using Airbnb again.