Airbnb Made An Error and cancelled my reservation

[Jolene50]

Hello Community,

Both my sister and I made reservations (2 efficiency condo rooms)  early January for ocean front rooms in Florida.  On Saturday, Feb. 9th, I received a message from Airbnb that they were cancelling my reservation.  I called and it was explained to me that the hosts had cancelled.  My sister also got cancelled (same hosts) but then Airbnb admitted that they had made an error in cancelling her reservation (she was able to rebook her room). I contacted customer service and  the rep tried to send me a link to rebook.  She stated that another department had cancelled my reservation in error.

Unfortunately the room was booked on another platform.  I’ve asked Airbnb to help us find rooms in the same facility or another facility with ocean front rooms — that my sister, my husband and I were vacationing together.  The response has been that they were assigning a case manager to me (that was 2 days ago).   My sister did not cancel her rebooked room because we’ve been waiting to hear back.  Now it might be too late for her to cancel without penalty of $1,000!  
Im so very disappointed in Airbnb.  I feel like they totally screwed up and they haven’t made it right.  Can anyone suggest next steps for me please?

[Lisa723]

@Jolene50 Maybe try public shaming on Facebook and Twitter. Airbnb CS is notoriously spotty but the public route seems to work for some.

Sorry you’re having such a disappointing experience.

[Jolene50]

Thank you for responding Lisa.  Since I posted my message, I have spoken with with a CS Supervisor.  He  has told me that he is working on finding us equivalent accommodations.  I don’t have any faith that he will succeed.  

I have been considering using FB to share our story.  

[Lisa723]

@Lizzie