Tag Archives: airbnb customer service

Airbnb Hell: Guest Shoots a Music Video

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I allowed someone to rent my home because they were getting engaged. We do not allow parties at all and that is stated in the house rules. They said that there were only going to be four guests. When I showed up to check on my property – as I always do – to make sure everything was okay, there were over twenty people in my house and over ten cars in my driveway. We gave him two options: tell the truth, or we were going to shut it down and he would have to leave. The guest lied. He was black and thought because we were white we would discriminate against him. He was shooting a music video in my home. I live in an affluent neighborhood where Airbnb is frowned upon. The police have been called plenty of times because of guest lying to us and throwing parties. So we decided to do this guy a favor and allowed him to shoot his video, being that my husband is in the music and television industry himself. We stuck around because we didn’t want our neighbors to call the police and to protect our property; the gentleman was aware of that.

Now here comes the second nightmare: the guest reached out to Airbnb to get his money back because we stuck around and he said he felt uncomfortable. As the owner, I was pissed. Airbnb has a terrible customer service and resolution center. They offered no support in trying to remedy the situation and I still have not been contacted by a case manager. Please be aware that Airbnb doesn’t offer any support to their hosts when taking a risk and listing their homes on the website. They always tell you to reach out to the guest and try to resolve the issue before contacting them. They need to do better to help and protect hosts. You would think that they would understand that the little service fee that they make off the booking is not worth the thousands or millions that they could lose if they don’t do better.

Airbnb Customer Service Handles Lack of Wifi Poorly

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I booked an apartment through Airbnb in Madrid for a long-term stay, about 60 days. I never met the host. This wasn’t a problem, as I was shown around by her friend who was also the person I was to solely communicate with about any problems. The first thing I did when I arrived was check the wifi signal, as it was listed as an amenity on Airbnb. The connection was terrible and always disconnected due to the router being three floors away and shared by a number of other guests. I told the host’s friend about this problem as well as the host herself and they mentioned that they would bring a signal booster around within the next couple of days. I waited patiently whilst delaying my work and losing some income.

Eventually the host’s friend arrived with the signal booster which we set up and tried but it didn’t make a difference at all. The host’s friend also mentioned that some guests have had problems with the wifi in the past too. After fiddling around with the signal booster by putting it in different positions for about an hour the host’s friend gave up and left. At this point I phoned and complained to Airbnb, who told me that they would help me find a new place before my next installment of £1000+ was due. However, they did not keep their promise and this forced me to cancel my booking.

When cancelling my booking the website told me the amount due was for the next 30 days; to cover myself, I paid this so that after the 30 days were up I could move somewhere else. However, this was not the case. Upon canceling my booking on the Airbnb website it stated that I must pay for the following 30 days but it didn’t tell me that I was not entitled to use the apartment for these 30 days that I just paid for. At this point, I was in such a panic and contacted the host telling them what I had done. Luckily they agreed to still let me stay (as they should – I paid for those days). During the 30 days I was staying there I complained a number of times to the host and the host’s friend as well as Airbnb and nothing was done about the situation with the wifi.

After the 30 days were up, I moved into a new place and this time talked to Airbnb to request half of my money back. After a few emails back and forth with the woman who was dealing with my case, she stated that according to their terms and conditions I am only entitled to four days of staying there as after these four days is when I cancelled… even though I paid for 30+ days and lost out on thousands of paid work. On top of this, Airbnb could clearly see in the chat log that the host was lying through her teeth as she said that I sent her a message saying that the wifi was working when there is no such message; there were only messages of me complaining about it. I am never going to use Airbnb again. I thought being a modern company they would have some ethical consideration and take things into account rather than blasting ”according to our terms and conditions” in my face.

To sum it up, I spent £1300 on an apartment for 33 days, and they told me I was only entitled to four days’ refund as I cancelled my booking to prevent myself from losing out on more paid work due to the amenity problem. If Airbnb reads this then they can be assured that they’re going to lose a lot more money than the modest refund that I requested for being screwed over by them and the host.

Airbnb Trust and Safety Department Beyond Horrible

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Letter to the owner of Airbnb. This is my fifth attempt sending it. Of course, there has been no response.

Dear Brian, Alena, Anvita, and others,

First, Brian – I’m appealing to you since you left your email address stating to bypass the Trust and Safety Department and communicate with you directly. I’m taking you at your word that you will become involved. Utter frustration, there is no other way to put it. Yesterday I spoke with a supervisor of the “non-trip department.” I requested the following: “Please have the Trust and Safety Department call me.” I left my phone number and once again requested they email me. I also gave her another email address for them to communicate with me since my first one was not getting through. Incidentally, they also have this other email on file. She assured me she would “accelerate the case and the would get back to me.” I’ve heard that from 20-25 non-trip representatives… very laughable. That’s the line of BS that is common amount if all the reps. Now I’m being financially compromised, and I literally am losing sleep… I cannot rent my home since I don’t have a calendar of my renters and I’m afraid I’ll double book someone. I’m also with VRBO and I can’t rent with them as well. I will soon initiate a lawsuit. I regretfully have been left with no other choice and I will inform the media how Airbnb treats its hosts. As a 5-star host since 2014 I wonder what I’ve done to deserve this? Everything is documented below.

On May 15th:

The Trust and Safety Department blatantly ignores my problem. It was Anvita, now it’s Alena… maybe they are the same, who knows? Avery, your tech, said that they fixed the back end but not the front end and therefore I’m not able to log into my account. I’m in serious trouble. These people are so inept. I have no clue as to who my future renters are and I cannot reach them to give them directions to the house, not to mention I cannot rent my home. Please help! Please!

On May 11th:

Dear Mr. Hassell,

My name is Alan Mayer and I’ve been a 5-star Airbnb host since 2014. My relationship with Airbnb has always been excellent until just recently. Approximately five weeks ago, unbeknownst to me, Airbnb deleted my account and changed my email address to an unknown email address. Subsequently I have not received any inquiries for the past five weeks and my profile has been assigned a different property. In addition, this incorrect property information is being sent to my renters, causing confusion and anger. Six days ago I contacted your technical support team and spoke to several individuals who all assured me that a urgent high priority ticket would be sent to the appropriate team. I was told that Anvita would be assigned my case. For the past six days, I’ve received multiple phone calls and assurances by your representatives that the case ticket has been forwarded to Anvita. I have received no correspondence from Anvita. Therefore I’m locked out of my account and unable to correspond with my renters or access my Airbnb calendar. I respectfully request immediate assistance in solving this issue. Neither of us wants bad reviews nor loss of revenue.

Today is even worse than the past week. The password Anvita sent to get into my account doesn’t work and the wrong home is still being displayed. Regina (who’s been wonderful) tried to activate the password to no avail. Anvita at the Trust and Safety Department issued a notice saying the issue has been “solved,” when actually it’s worse than ever. Respectfully, I’m requesting another case worker be assigned. Anvita isn’t qualified nor will she communicate with me.

Bachelor Party Last Minute Cancellation – Nowhere to Stay

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Having booked an Airbnb to stay three months before my bachelor party, we were notified at 9:00 PM the night before check-in that our host had been evicted. In the email notifying us, the case manager provided a refund and a $200 credit, along with three listings that were 30-50 miles away from our original location. Needless to say, there were no desirable homes, and very few suitable ones for a group of our size. After finding a number to call via a friend who works at Airbnb, I spoke with an agent on the phone, and the agent told me they were going to run a few more searches and call me back. An hour later, I called again, found out that outbound calling was having trouble that evening, and the agent wasn’t able to call me back. They also weren’t able to help us in our search for housing either. We ended up finding two entire homes on the site our own and booked them that night, utilizing the $200 credit as well. In the morning, we were denied one house (it had already been rented, apparently) and were told that the host would be staying with us in the other as they weren’t able to find alternative housing on such short notice… tell me about it. We cancelled the second home, although we were charged for a day because we were within 24 hours of check in. We ended up booking hotel rooms instead. A week later, we still haven’t received a refund for that one day and have no credit to compensate us for the additional cost of a hotel and pain that this cause. Overall, I couldn’t be more disappointed with Airbnb’s customer service and lack of effort with what was a really important weekend for me.

Ghosted Without Notice for Two Weeks and Counting

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I posted my spare bedroom in my “Rustic Basic Ecohome” on Saturday, April 22nd. Apparently I got a booking around noon the next day. The guest claims she drove to my house at around 3:00 PM and tried to call me. I was at home, sleeping with my phone off due to working the night shift. She got flustered when she called my Google voice number and heard my nickname rather than my legal name, the one that appeared on the listing. She never rang the doorbell. When I woke up, I tried to contact her for hours; apparently she was in some conference or meeting. She cancelled the booking and Airbnb incorrectly assumed I cancelled it. Up to this point, I felt okay with the situation; perhaps my guest was a bit skittish, so it’s probably better she found another place where she hopefully felt more comfortable.

Then Airbnb said they will not allow other bookings for the duration of the cancelled booking (two days) and admonished me for cancelling (which I did not do – rather, the guest gave up and perhaps pinned the blame on me to get her payment back). In the days to follow, I received no bookings. My listing showed up when I went on the site from my computer. Finally, after 13 days, when a friend tried to go online and vouch for my character, he got a broken link message. I asked him to look for my listing and he could not see it. I called Airbnb and they saw it as a “technical issue”. They started a case and referred me to the Trust & Safety Team, who only communicates via email. The tech support representative sent me an email that said “Ghosted”.

I think their temporary block for duration of the cancelled booking somehow wasn’t removed after two days. As of today, May 10th (17 days since the cancellation), my listing apparently remains non-operational with no explanation from Airbnb. I had originally planed to remodel a bathroom to give my guests their own suite. I’m so glad that I started with an existing bathroom and bedroom, considering how haphazard the process has been so far. I just put a listing up on Wimdu. Hopefully that process will go smoother than Airbnb.

Caveat Emptor: Worst Customer Service Ever

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My wife and I recently booked 30 days of travel through Iceland and Western Europe through Airbnb. I would caution anyone who considers using Airbnb to consider that after eight days of calling and hours of dealing with customer service there is no way for a traveler to reach a manager after a case worker. Once it reaches a manger at this level the case is basically frozen in time. If you have an issue there is no resolution. I am quite worried about leaving a trip like this in the hands of this company. I know that before leaving my front door that if I have a problem there is no chance to get help. I did open a Twitter account to try to communicate with Airbnb when I couldn’t get through via email or the phone center. I received this response from them: “We see that a final decision has been issued on this matter and will disengage from further discussion. Thank you.”

I can only warn people at this point to run the other direction from Airbnb. If it goes badly you will regret it.

Host Canceled One Week Before Halloween Trip

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We booked our vacation to New Orleans four months in advance through Airbnb. It was for Halloween, the second busiest time of the year after Mardi Gras. About two weeks before our flight and week-long vacation, I contacted the host about our arrival, getting the keys, etc. He never responded. His profile had been altered and he had no contact number. I did finally find his old number from an archived email and texted him. He said he was no longer a host for Airbnb and now lived in Texas. He claimed his profile had been taken down, but it was still up. Neither the host nor Airbnb had informed me of this. So, here my wife and I were, without accommodation, and almost all the hotels were booked up… a very stressful place to be right before your supposedly relaxing vacation.

Apparently, Airbnb hosts can just cancel on a whim with no financial consequences to them, but if you as a guest cancel, your penalties may vary from 50%-100% of your deposit depending on the terms to which you agreed. When I contacted Airbnb customer service, their response was apathetic and unhelpful; they just sent me about five links to other Airbnb properties that I could spend the better part of the next week frantically trying to contact on my own. What would guarantee any of these hosts from also canceling? Their response was that Airbnb is just a “Third Party Community Platform” that “brings people together” and they’re not responsible. I responded that this is the equivalent of me buying my plane ticket on Expedia, the airline not honoring my purchase, and Expedia simply denying responsibility since they “are just a third party that brings people together.” It’s pathetic.

In any case, I informed Airbnb that this is an appalling way to run a business. This would be the first and last time I would ever use their service and would be shutting my profile down. They never responded. Luckily, I was able to book a motel on Booking.com where our reservation would be Guaranteed. Truth be told, I never saw any big difference in price between Airbnb and their traditional hotel competition (at least not in NOLA).

Remember: your Airbnb host can cancel on you at any time for any reason. Planning your Honeymoon to Paris three months in advance at peak season? Watch out. I know lots of people have had great experiences with Airbnb, but the real test of a great company is how they handle problems and stand behind their customers, not when things go smoothly (which has nothing to do with Airbnb anyway – the host turned out to be good). So essentially, they take your money in service fees, but if things go wrong in any way, you’re on your own.

Can’t Contact Airbnb About My Extenuating Circumstances

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I had my first Airbnb trip planned for this week. I was very excited about the trip, but Sunday evening I had a head injury that required ten stitches. Thus, I couldn’t travel this week. I contacted my host and she has been wonderful, however, Airbnb will charge her a fee if I don’t report my “extenuating circumstances” directly to them. According to the policy on their website, I am eligible to cancel my trip and get a full refund. The problem is that they don’t tell me how to contact them with documentation. When I search “contact Airbnb” I’m routed to their list of help questions. Of course, the answers to these questions don’t help. I have responded to their help page feedback, but I’m not getting any answers.

I finally did a Google search and found the Airbnb phone number on Airbnb Hell – thank you for that. I called and talked to a representative who was very nice, but he had to put me on hold twice to get the answers to my questions (improper training). He told me to email my documentation, but I said the email isn’t on the site so I needed to know the email address… he actually had to put me on hold for this. He came back and said that he would have to email me and that I could answer the email and attach my documentation. He did send the email right away (from response@airbnb.com). If this does not resolve the problem, I’ll be back on this site to write a follow-up.

Airbnb “Zen Haven” is Anything But Relaxing

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I stayed at a place called “Zen Haven” in Dallas. The night before my scheduled check out the host and an unidentified male forcibly tried to enter my unit with no notification. I heard the keypad being pressed, the door knob being turned and banging on the door. I ran to the door and opened it to find a very hostile and angry woman who asked me who I was. I told her that I was the Airbnb tenant. She said she was the owner and told me I should have been left already. She instructed me to get my belongs (that’s a nicer way of saying it) and leave her home immediately. I am not sure who the male was with her but he was also peering at me in a way that made me feel uneasy. I told her twice that I had the property for one more day and she said “NO” and told me to “Get out now!”

She proceeded to try to aggressively evict me for no reason other than her mistaken memory of my check out date. She was cursing and clearly agitated and I felt threatened for my safety. She stated they would both “wait right here” until I packed and got out. I apologized if I had made a mistake, gathered my things as fast as I could and stopped to double check my itinerary. It turns out the owner was in fact wrong. I did indeed have the unit until the next day just as I had stated. I went out to look for them and they were nowhere to be found.

I texted the host and there was no response after two texts and three phone calls. The owner still has not apologized or responded to my texts or phone calls and instead wrote lies about my character in reports to the Airbnb resolution center. Airbnb’s “safety center” left me hanging too; I could not get anyone one the phone. What she did is in fact illegal, not to mention that we are well beyond the ages for bullying age. In addition, upon entry I found a disgusting clogged shower drain. I had never seen anything like it in my life. I used disposable gloves to remove it and took a photo. I did text the host to just to let her know and she did not seem to believe me. Although Airbnb has apologized they do not provide customer service where it counts, in the form of some monetary compensation. They just give you a bunch of fake empathy.