PSA to hosts and guests alike: do NOT buy Airbnb gift cards for yourself or your friends as Airbnb has some terrible policies regarding their use. There are multiple other posts here outlining issues with utilizing gift cards but I think I've found a unique problem when it comes to receiving a refund for them.
Unfortunately, I had to cancel a reservation due to the closure of Denver International Airport for over 24 hours making it impossible to get to our destination. Luckily, our host graciously agreed to refund the entire cost of the booking (minus the cleaning fee as he already had the place cleaned in anticipation of our arrival). Airbnb quickly refunded the entire amount that I had charged to my credit card but is now holding the $200 in gift credit that I utilized for the same booking hostage.
I've spoken to multiple customer representatives and keep being told, without reason, that the $200 gift credit that I utilized will not be returned to me. Why would Airbnb treat a gift card/credit any different than other forms of payment?
I've been a host in the past and have faithfully used Airbnb since it first started years ago. Unfortunately I'm reaching my wit's end with this company as customer service no longer seems to be a priority to them.
Here's a decent analogy that outlines my frustration here: if I go to a shoe store and purchase a new pair of shoes with a gift card but decide to return them, does that shoe store just take my gift card and say "too bad"? No, instead that store gives me a store credit or gift card so that I can purchase a different pair of shoes. I would actually like to rebook the exact same property I had previously booked later this month (and hope that there's not another once-in-a-century snow storm in Denver) but I'm waiting to do so because Airbnb is holding my $200 gift credit hostage. What's even crazier is that the service fees alone on the new rebooking would equal $170. Airbnb has already been paid the $200 when the gift card was purchased so they've made their money there. It seems absolutely outrageous to me that Airbnb is willing to risk all of my future business and hosting over a $30 difference. If I even book two more properties in my lifetime, Airbnb easily covers that difference.
Am I crazy or is this absolutely ridiculous? I remember when Airbnb was a customer service focused company but it seems like that focused has disappeared as the company has grown. I NEVER thought I would say this, but I've actually had better experiences with Vrbo lately...which is really saying something. My girlfriend runs customer success for a smaller company but that company spends over $30K annually on Airbnb gift cards as periodic gifts/bonuses for its employees. After witnessing this entire debacle, she's likely to recommend that her company no longer purchase these as gifts because they're so problematic.
In conclusion, don't ever purchase an Airbnb gift card for yourself or someone else because Airbnb treats them as some form of substandard payment. I'd also be concerned with Airbnb customer service as a whole because they're willing to forego all of my future business with the company and $30K in annual revenue all because of a $200 issue. Oh how the mighty have fallen.
I'd appreciate any responses with similar experiences. I'm hoping that raising this issue will shift Airbnb's view on this matter as they're risking losing me as a customer forever.
