Tag Archives: airbnb customer service

Host Switched Addresses: No Refund Given

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Our party of eight had booked this 5-bedroom in Manhattan for our family vacation. Approaching our departure date, we discovered that the host been cancelling on people very close to their arrival or directing people to an address different than the one that we had booked through Airbnb, with one bedroom fewer and bunk beds. We were traveling all the way from Denmark and naturally we would have liked everything to go smoothly upon our arrival. So we began to worry. Three days prior to our departure, we got a message from the host with a different address, four blocks away from the original. In light of several prior reviews stating the same thing happened to them, we contacted Airbnb in the hope of getting a return. The host has a strict cancellation policy, so we could’t just cancel ourselves, as then we would lose all the money for the booking.

This is when we really experienced the fear and horror of trying to get proper customer support from Airbnb. It was nearly impossible to get someone on the line who was able to help us and we called Airbnb back repeatedly the following days (getting six different representatives). They kept promising a certain group called “The Trip Team” would call us back and that our case was marked as urgent as possible. That call never happened and every time we called back to follow up, we had to start all over with someone new. We were also told that if The Trip Team did not call back, we could call and ask for the emergency hotline. However, after calling and asking for this emergency hotline, we were told it did not exist.

The supporters gave very vague messages and empty words of comfort back (such as a generic “I can understand how frustrating this must be to you, but rest assured, we will find a solution” about 100 times or so…), but they did advise us not to contact the host any further – they were going to take care of that – and asked us to look for another listing in New York, which Airbnb could offer us instead. They also told us that if we could not find another suitable listing, we could get our money back. Since none of the available listings could host all of our family together, we thus opted for the refund. Over the phone, Airbnb agreed to the refund and we asked for it in writing.

Less than a day before our departure, we got the following in writing: “After speaking with her [referring to the host], that’s the only time we can apply a cancellation on this particular reservation. Your host payout is already frozen so rest assured your funds are safe with us.” At least this meant our money wouldn’t be transferred to the host, so Airbnb could honor their promise of a return, right!? While not exactly as concrete as what they’d promised over the phone, this is the last communication we managed to get from Airbnb prior to our departure and we had clearly made them aware that we might not be reachable via email. At least Airbnb and the host had a US number they could reach us at after our arrival in the US. And we clearly and in good faith stated our intend of having Airbnb cancel the reservation with a full refund. Hence we “rest assured” that there was nothing more that we could do.

Meanwhile we had booked a hotel in New York, certain that the Airbnb deal was off and it was only a formality to get our money back. Airbnb even acknowledged that we could book a hotel by compensating us with a tiny amount of $162 for the first night, i.e. at this point they even acknowledge that there is a problem. What a terrible thing to go through right before leaving on vacation! But it didn’t stop here…

After checking the email connected to Airbnb several days later, we were shocked to learn, that despite Airbnb’s promise of the opposite, the money had been transferred to the host and on Airbnb’s site it looks as if we made a cancellation. Consequently, our family paid approximately $3000, which has already been distributed between the host and Airbnb!! At the time of writing, we have tried all that we can with Airbnb to get them to honor their agreement and return the money, but to no avail. They only evasively answer and insist that we had simply misunderstood the host. Yet we have in writing that the host changed the address prior to our arrival and in light of the other reviews stating the same, we cannot accept Airbnb’s unfair ruling in this matter.

Furthermore, we have been acting all in good faith and based on the advice from Airbnb support and been promised a refund, in addition to being told explicitly in writing to “rest assured” that the money was frozen… only to find out later that Airbnb went ahead and completed the transfer. In any simple matters of trade, the buyer cannot be required to pay for something, which is not what was agreed upon in the first place. This matter is no different! Rest assured, Airbnb, that we will continue fighting this until we get our money back. Meanwhile we hope that this posting helps others learn how few options they have of getting a return (if any?), if they have booked one place through Airbnb and learn in advance that upon arrival the host directs them to a different place. And how terribly Airbnb treats guests in such matters. It is pretty obvious that there is a severe conflict of interest, when, by siding with the host, Airbnb earns money, and in case they side with the guests, they don’t. So before you go out and book your vacation through Airbnb, have this very costly and horrifying experience in mind!

Last, but not least, avoid booking a “Huge UWS 5 Bedroom by Super Host” in New York from this host (Kyleen Taylor). And yes, she’s still a Super Host, despite her cancellations and scam! If it helps others, the original address of this listing is “168 W 78th St, New York, NY 10024, USA” and the address the host gave us three days before was “78 W 82nd Street”.

Host Slanders us on Airbnb Reviews

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One stop over in Mirimar Beach in a two-bedroom loft condo – an excellent place until bed time! We got into the bed and it sagged beyond belief. We lifted the sheets back to see what problem was and took off the mattress protector to find one of the biggest stains we have ever seen on a bed; even the sides of the bed were heavily stained. The sleeper sofa was broken so each of us had to sleep on a sofa; as a result, we hardly got any sleep. Because we had to check out and get on the road it was not possible to contact Airbnb, but we did message the host about how we left the place… he expected us to have his towels cleaned and dried before the 10:00 AM check out time and would charge us $25 for each towel damaged! He didn’t reply, so we left the towels in the dryer so they would at least be dry.

When we got to our next destination, I wrote my review and was very honest about how great the condo had been presented but there was an issue with the bed and screen door; there were no nasty details on the public review. I then sent the host a message saying maybe he needed to get that mattress replaced ASAP. Nothing happened, so we decided to get in touch with Airbnb about wanting some compensation for a couple of bad nights. The other bed was amazing so this wasn’t being greedy. They said they’d look into it.

We woke up the next day to see this mug of a host slander us in the review – red flag to a bull – and got straight onto Airbnb with a live chat and demanded full payment back AND to get his comment removed he sent photos of the stains to prove they were NOT fresh stains! Because it was past the 24-hour mark, we only got a partial refund as we should have contacted someone – a bit difficult at 1:00 AM – and then gone out of range to talk for a day. But they did their best. Although his comment is still on my profile I have since replied to it. Stay the hell away from this nasty piece of trash he is in it for the money and to get more from us through his comments! This guy lives in Arizona and this place is on the coast down in Florida. Please stay away from this host or you are going to get ripped off!

More Protection than Guests: Airbnb is Untouchable

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We booked a stay in Ha Noi, Vietnam, by the beach based on the blurb and pictures posted by the host. Although their ad left us a little confused as to what it was exactly – a homestay or bnb or hotel or ? – in both the written word and in the pictures, it had ticked enough boxes for us to send the host a few questions about connecting rooms and shared amenities, etc. The host was a little vague but sounded genuine enough for us to make the booking. Some six weeks later the host contacted us stating that several recent guests had complained that the hosts had not advertised what they were offering correctly and that we might want to cancel the booking. So, we asked some very specific and clear questions about the accommodation, always being mindful of the difference in languages. The responses were even more vague than our earlier attempts. It made us feel very uneasy and we asked the host to cancel the booking, which the host had suggested in their correspondence, and tried to find a way of contacting Airbnb for a refund.

When we found out that it was not going to be possible to contact Airbnb about this matter we wrote to the host. Disappointingly but predictably, she wrote back telling us that she could not and it would be up to us to do so and chase up a refund. At the end of all this I find myself $80 out of pocket, but even worse very disappointed in the completely unethical manner in which this huge company – Airbnb that is – hides behind the Internet curtain of anonymity. I cannot in good conscience use or recommend a company that has carefully engineered a site that supports a modus operandi that leaves aggrieved users out of pocket and doesn’t even give them a chance to sort out problems that were not the guests’ fault. In my case they will lose much more than the $80 I lost in this unfortunate deal.

Speak to Real People with Airbnb Customer Service?

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There is zero information available about contacting Airbnb to get help from a live person. This has been apparent to me on the pages of Airbnb as I attempted to learn precisely how to list my home. I even attempted to create a listing but the process halted after the system could not “verify” two different phone numbers. The Help Center is worthless to a person with a problem that does not fit the pre-configured scenarios the geniuses at Airbnb can think up. Most tellingly, no “Contact” button/menu item is available so it is apparent Airbnb is nothing but an extension of the Borg. Only this limited interaction “feedback” with zero interactivity is offered.

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.

Airbnb: Worth Complaining if Nothing is Done?

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Most horror stories centre around a cabin in the woods… mine is about an apartment in Nashville. But, same difference. Bit of background: my sister and I started planning a trip to America (we live in the UK) for her 30th birthday. Our trip gradually grew and grew as we started adding more places thinking ‘ah, that’s not far…’ and before we knew it we were travelling thousands of miles across the country. We started in New York then flew down to Washington, on to Nashville, Los Angeles, and finished in Las Vegas. Having used Airbnb many times before, we decided to make that our first search for accommodation. We went for a hotel in New York and Vegas (as it was, surprisingly, cheaper) but we booked Airbnb accommodation for Washington, Nashville and Los Angeles. Our stays in Washington and Los Angeles were fantastic; absolutely nothing to complain about. Nashville, however, is a different story…

We chose an apartment right on Broadway, in the centre of all the action so that we could get out and see as much live music as possible, as was the opportunity described in the listing – ‘immerse yourself in a world of honky-tonks where locals, musicians and the music industry executives hang.’ Live music, there was not. The bar next door to the apartment building played very loud, very bad, hip-hop music ‘til 5am. We were less than impressed. The noise, however, is not where my complaint lies…

This is the link to the listing in question. It’s called ‘MIDTOWN: BARS, MUSIC & HISTORY!!’ Blake – the owner of this apartment – had sent us an email the day before our stay was scheduled to begin saying that he would leave the key – I won’t say where, as I don’t want him to be burgled, no matter how angry I am – and to text him when we had arrived. Firstly, he failed to provide a number on which to reach him. Secondly, we both had UK mobile phones and couldn’t get a signal to ring even if we had had his number. So, we sent him a message through the Airbnb site letting him know we had checked in and asking a couple of questions… Firstly, he claimed in his listing that he had wifi… we tried to find a connection that looked like it could belong to the apartment but couldn’t. We had a look around to see if we could find a wi-fi box, but had no luck there either. Secondly, we needed to stock up on some basic supplies for the week so we asked him where the nearest shop was.

He replied some time later that day (obviously he was not that bothered about being a good host) and his response was thus: ‘Hi!!! So sorry for the delay – my phone has seemingly been without great service. We have been out at the vineyard this afternoon. For wifi use *** …’ I have omitted the wifi details because, as it turned out, Blake does not have wifi; he simply piggy-backs off the connection from the bar next door. This, in my opinion, does not constitute the provision of wifi. Glad to hear that he had had a good afternoon at the vineyard, though… We left our luggage in the apartment and went out to explore. When we initially arrived we climbed the fire escape stairs, as per Blake’s instructions, but as there was a noticeable amount of broken glass and rubbish at the rear of the building we opted to exit out of the front. Any better? Well, the main front door to the building did not lock; it didn’t even close. Not very safe and secure…

When we returned later that evening we had more time to actually have a look around. Wishing we had done so before, we discovered that the apartment was, quite frankly, filthy. A thick layer of dust covered every surface, the oven and hob (editor’s note: stovetop) clearly hadn’t been cleaned for quite some time and the bathroom… well, I have lived in student accommodation that was cleaner. The bathroom was painted black and Blake seemingly uses these black walls on which to write messages to his guests (no other welcome pack or leaflets were provided, just the graffiti). There were directions to a fried chicken joint alongside the message ‘sorry the shower is old’. ‘Old’ I can cope with. ‘Old’ is acceptable. ‘Old’ is how I would describe my parents’ 1850s cottage. ‘Old’ is not what this shower was. This shower was revolting. Neither of us even wanted to set foot in the bath tub for fear of needing another shower on exit. Not only were there hairs in the bath (a common occurrence and, admittedly, difficult to get up every single one) but the mat inside the bath which, in a past life had started out as white, was pink with grime and dirt.

Continuing on in the bathroom: the toilet, when sat on, came away from the wall. If the fear of catching a disease wasn’t enough to turn the most avid sitters into stoopers, the fear of potential drowning certainly was. The sink was covered in a thick layer of dust and grime. The bathroom floor hadn’t been cleaned for a considerably long time. The only thing that we could say, with some degree of certainty, had been ‘cleaned’ prior to our arrival were the bedsheets. Bravo, Blake, you changed the bed. Although the bed cover had a giant grease stain on the top, so maybe my praise was premature… As it was rather late when we noticed all of this, we decided to grit our teeth and stay one night. Obviously, with the bar next door playing music ‘til 5am, it wasn’t a very restful night. First thing in the morning, we discussed the best action to take. As we had had no physical contact and very little virtual contact with Blake, we were very reluctant to contact him with our complaint. He certainly didn’t seem a very hands-on host and as we were two women alone in a strange city, we really didn’t fancy the thought of confronting him.

We made the decision to find somewhere else to stay and sent Blake a message explaining the situation in full and that we had decided to leave. As it was last minute and there were events on in Nashville, we struggled to find anywhere with availability so ended up paying out substantially more money for a hotel. As well as informing Blake of the whole situation, we made an official complaint to Airbnb. This is where the fun starts. The response we had from Blake: ‘Hey – so sorry that the place was not up to your standards! I certainly did clean it thoroughly. There is a wifi extender in the unit – so all works. Please make sure to cancel your reservation and I will reimburse you for days that are able to be rebooked. Again, very sorry that the place did not meet your standards!’

Standards. I will be the first to admit that I have standards. It is not, however, unreasonable to have a standard of cleanliness. I am not asking for the place to be immaculate; when you have a fast turnaround of guests it is not always going to be possible to clean every spec of dust. I am not asking for that. I am simply expecting, as a paying guest, a basic standard of cleanliness. But this apartment simply had not been cleaned, and he is now lying to us saying that it had. Airbnb responded to my complaint and requested photo evidence, which I gladly sent over. As Blake had volunteered to refund us for the days that he was able to rebook, I reiterated this to Airbnb who proceeded to cancel the reservation on our behalf to enable others to book Blake’s listing. Straight away, Airbnb refunded us their service fee as they didn’t want to ‘benefit from the uncomfortable situation.’ Isn’t that nice?

That’s really where the niceties end, unfortunately… ‘Although [the photos] do show significant dust and a messy oven, these are issues that your host may have been able to attend to had he been offered the chance. Because the cleanliness concerns aren’t egregious, I won’t be able to supply you with a mandated refund from your host aside from the cleaning fees, which I wanted to make sure you received given your predominant concerns.’ We were advised to set up a case through the Resolution Centre which is their formal route of requesting a refund. I filled this out in detail and this request went through to Blake himself, not Airbnb.

Unsurprisingly, our request was declined… ‘Jennifer – I’d like to apologize again that this apartment was not up to your standards. I can assure you that the place [is] very clean — however, as mentioned in the listing – the building is over a hundred years old and is quite creaky and aged. Airbnb is a wonder[ful] community with PLENTY of options. I hope you are able to be more selective next time and find something that meets your tastes. If you ever come back to Nashville, I will be more than happy to help recommend something. I have told Airbnb that I will refund the cleaning fee since this was the cause of your concerns. Sidenote: upon my arrival to the unit after your departure, both doors were closed and locked. The door operates as any standard door would — I’m glad you figured it out!’

To start, in my initial complaint about the cleanliness I made a point of stating ‘although we understand that the building is old and this can provide reason for cracks in walls, etc’… to make sure that he knew we weren’t complaining about the age of the building. Clearly he did not read this as he seemed to assume we were complaining about the creaks… I also added that ‘the main front door to the building does not lock or even close’ – is this not clear that I am referring to the ‘main front door to the building’ and not the apartment door? I thought so, too. So now not only is he refusing our request for a refund, he is insulting our intelligence. The added sarcasm just made my blood boil even more. Game on. Another email back to Airbnb stating my dissatisfaction in Blake’s response, his sarcastic language and our refusal to back down. I stated that we were willing to pay for the night that we stayed and also the second night as that would have been extremely difficult for him to re-let – more than reasonable, in my opinion. But the other five nights (yes, we were staying for a whole week) we wanted back.

Annoyingly, as were travelling back from America to the UK, I was unable to check my email in time before the 24 hour (yep, that’s all they give you) time limit to respond to Airbnb had expired. So, on our return I had to open a new case to enable me to continue with my complaint. I asked if Airbnb had a policy to go out and inspect a listing that had a complaint against it… ‘When it comes to hosts and listings we have multiple internal routes and tools that we use to ensure unwanted ones are removed. Once this case is closed I will be sending the details of the case and a team will be following up with them directly. This often requires additional steps from the host and does not guarantee a host’s future within our community. We do not have people go out to listings to personally inspect them but instead we go off of reviews set by past guests. I am able to search the host’s end of things and see if there is a pattern worth nothing and in this case, there was none found. The many reviews reflect that the listing worked greatly for people due to the location and there are a good amount of people who said the apartment itself was great.’

That’s not entirely true. I had another look after – something I wished I had done before – and there are several reviews that mention the cleanliness and even one guest who described the apartment in very similar words to me, and had even requested a refund only to be denied. I told them this, and their response… ‘Thanks so much for your patience throughout this process. We appreciate the time you’ve taken to share your concerns with our team. However, we have issued our final decision for this case and we will disengage from further discussion on this topic. We’re truly passionate about providing our community of hosts and guests with the best possible traveling experience. I’m really sorry that this hasn’t been the case here. Just know that we’re always working to improve our products and policies, and even when we aren’t able to accommodate requests, we absolutely value our users’ feedback. As a customer of Airbnb, your voice is both powerful and essential and I’ll be sure to pass your thoughts on to the right team.’

‘Disengage from further discussion on this topic.’ Have you ever heard such a response from supposed Customer Services? They wanted no more to do with it so they basically said ‘end of,’ ‘we’re not listening anymore.’ Needless to say I did not leave it there. I did some research and found a different email address for Airbnb and I have now written a very strongly worded complaint in the hope that a member of the management team will now be informed. Initially, my complaint had nothing to do with Airbnb; my complaint was about the host and the listing. Airbnb made my complaint about them when they disengaged themselves from the topic.

I did some further fact checking before sending off my latest complaint and found that Blake has five reviews from April meaning that he was actually able to re-let his apartment, after all. So, should we not be entitled to our money back for the nights that he re-let? He has also changed the description on his listing, adding ‘This building has not been renovated since the late 40s – so if you’re accustomed to staying at 5 star hotels… you want to keep looking as this place may not be for you!’ I may be paranoid but it feels like that comment is slightly aimed toward me?… Also, he has, without a doubt, uploaded new photographs onto the site… it sure does look cleaner. Worried much? He has also added that he will ‘be there to greet you upon your arrival…’

If he had done this for us, he could have saved us all this trouble as we would have met him initially, had a face to put to a complaint and all of this could have been dealt with a lot easier. Let’s hope he’s learned his lesson. I, myself, as well as many of my friends and family, have used Airbnb and have never had any trouble. We stayed in two other places during our trip and had absolutely no complaints, whatsoever. It seems, however, that in the event that a customer does wish to complain, they make it extremely difficult and do whatever they can to ignore your words. On my discovery of this Airbnb Hell website I felt slightly less alone in my complaint and thought that I would, as many others have, use this as a platform to get my voice heard.

Plus, as Airbnb cancelled our reservation to enable the listing to be rebooked, even though we stayed for one night our reservation was removed so we are unable to write a review. Well, this is your review. Airbnb has clearly washed its hands of this complaint, but, in my experience, a complaint should be dealt with until the complainant is reasonably satisfied with the resolution. Well, I am not reasonably satisfied. So, Airbnb, if you are reading this, what are you going to do? And for all you potential guests out there: stick to hotels.

Bad Hosts and Cutting Property Owners Out

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I own a property in a villa complex which was hosted by a third party. The same person hosted a property adjacent to mine. This host has been using the two villas for approximately 4 years.

It came to my attention late last year that the host embezzled approximately $2500 from my villa rentals. I confronted the host and after threats of legal action the money was returned. A short time after that the host and I parted company, for obvious reasons. Soon after, I discovered that the other villa being hosted was delisted, without notice or consultation, and all the reviews, bookings, some photographs and narrative were diverted onto my listing. Consequently, I had no listing and all relevant data pertaining to my villa were now being used by the host to promote the other villa. I know it sounds confusing. On closure I received an invoice from the host showing glaring abnormalities in bookings for Oct/Nov/Dec. Pay raises for staff, calls for Xmas donations, and outlandish claims for expenses in my opinion were used to recuperate the money she had embezzled and reluctantly repaid. As an example I took a screenshot for the month of November which showed my villa occupied for the entire month except for the 28th/29th/30th. The invoice from the host showed it to be occupied for 8 days only. I queried this and was told there were a lot of cancellations due to volcanic ash in the region. I then asked for an Airbnb transaction history for that period to prove or disprove my suspicions.

No reply. Two emails later still no reply. Off to Airbnb requesting a Transaction History, stating my concerns and my case et al. Negative response, after 7 emails and communicating with different ‘consultants’ the final advised to approach the host to discuss the matter amicably. Do you think the host is going to give me any information which is likely to incriminate himself, no way. I think as THE property owner I am entitled to whatever records are available with Airbnb pertaining to my villa. One professional consultant I communicated with I quote, “Wow, this is too hot for me to handle I shall refer it to the appropriate section.” No further reply. This the stock answer I get from Airbnb: I understand that the answer our team is providing you is not one that you are looking for. Regrettably, following our privacy policy, we are unable to disclose any account information to a third party. I understand that you are not physically in the same location as your previous business partner but we strongly encourage you to contact them directly to reach a solution. Really helpful. Doh!

Airbnb Reservation Canceled Last Minute!

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Here’s our story: On January 15, 2016, I booked a condo on Singer Island (owner “Sherry”) in West Palm Beach, FL for my family’s spring break vacation. We were vacationing with a group of friends who were also staying on the island. My husband, daughter (12 years old) and I were set to check in on Saturday, March 19 staying through March 26. My daughter and I went a few days early to visit with family in the Orlando area.

On Wed, Mar 16, I received a text from the owner asking when we would be checking in on Saturday. I responded that we would be there about noon. The following afternoon (Thursday), I received a text from Airbnb that my reservation was cancelled. I then called and texted the owner and asked what was going on. She texted me back confirming she cancelled the reservation because she “had been sick with pneumonia” for a long time. Begs the question, then why did she wait to cancel 2 days before we were to check in, right? So here we are, already in Florida and trying to find a place to stay during the busiest time of the year. I can’t begin to describe my level of stress. While there are worse things, this was our nightmare for the next 10 hours while I called every hotel and vrbo ad trying to find a place for us to stay.

First I called Airbnb and they said they would find us a place. The representative I spoke with was extremely nice. So she sends me 9 listings. Great, right? Not so much. All of the listings she sent were booked for the time we were there. Now why would they send us listings that are not available? Unbelievable. I called back to let them know none of the listings were available so they refunded my money, gave me a $200 credit (that’s helpful when there’s no place to stay) and said “sorry we couldn’t find one for you, good luck.”

Finally after calling every resort and realtor in the area, I finally found a room at the Palm Beach Marriott on Singer Island – literally the last room available – in which I ended up paying an additional $2,000. And because the room was equipped with a “coffee kitchen,” we spent another small fortune eating out for lunch and dinner everyday and paying $30/day for parking.

This was our first time using Airbnb and, needless to say, is our last. When I posted my story on Facebook – the stories were endless about similar situations. More people should know about the risks of using Airbnb. Hope you’ll be writing another article soon.

Airbnb blocked calendar – reservation glitch

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I have a guest attempting to book. Apparently she had paid the cost and completed the process on her end. But there is nothing for me to approve nor can I cancel it. The date is just blocked for no reason. Airb&b give me the run around by email without resolving the problem. I can’t seem to find a phone number to call them. It has been going on for a couple of weeks now. Airbnb is totally unhelpful in resolving what seems like a simple problem in their system. Anyone know of how to unblock a date or have Airbnb’s phone number?

Terrible Customer Service -Airbnb only wants your money

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Airbnb doesn’t care about your safety or your vacation, they just want your money. I had a terrible experience with them!

First of all, we couldn’t get into the place we booked and it was late at night. The hosts told us to find a hotel and they said would pay for the cab and hotel. After searching for a hotel until 2am, we finally found one and went there. The hosts then wanted us to spend another day of our 3 day vacation trying to find another airbnb place, and if it didn’t pan out we were on our own. So we made the decision to stay at the hotel and try to enjoy the rest of our vacation since we already lost 1/2 a day because of the airbnb hosts. We asked that they pay for 2 nights of the 3, but they reneged on everything. I had to ask that the phone calls be pulled. 18 emails later, they paid for one night at the hotel and I took my $250 credit. The next thing I know, Airbnb locked me out of my account and said they will not engage with me anymore. They admitted that they didn’t provide good customer service and they are sorry for that, but this matter is closed and they will not speak further to me. I called back and got a rep who was stoned. I wanted a name of someone in corporate to discuss this matter of customer service as they protect each other. He wouldn’t give me one. I eventually found a name, but it didn’t matter. I mailed in a letter about what happened and send copies of the emails… but again, no response from anyone at Airbnb.

I would not recommend using airbnb. If something goes wrong, you’re screwed.