Awful customer service

[Maria13899]

 spent 15 hours with your awful insincere customer service representatives. Last minute my host cancelled my reservation. Please see attached communication with your terrible staff. I had little to no help from your representatives. Your staff made me have a mental breakdown from the stress and unresponsiveness. I was hung up on over 10 times. Had me in teras and close to suicide because no one was helping me 

 

 

 

 

 

 

[Emiel1]

@Maria13899 

Sorry to read about your bad experience.

But when looking at the communication, Airbnb offered a coupon (USD 1000,- ) and  mentioned there was accommodation available to book. Did you turn this offer down ?

[Maria13899]

I used the coupon for a new reservation that I found luckily last minute, after 15 hours of nothing but hangs ups. The whole experience was terrible. The only reason I got it was because the new host had a cancellation. Like I said I was in tears, having a mental breakdown because of your staff. 

[Maria13899]

$1000 does not nearly compensate what your staff pit me through

[Dale711]

Hi @Maria13899 

Sorry to hear about your negative experience with the customer's services and I’m glad to hear that you get back the voucher refund. It is essential to understand the reservation cancellation policy before the payment.

It's always room to improve the customer service.

A few days ago, Airbnb has announced 2x double the team of Support Ambassadors in the Help Center..

https://www.airbnb.com/resources/hosting-homes/a/announcing-upgrades-to-our-community-support-382

I Hope Airbnb will deliver excellent customer service and resolve every case, even in heavy loads of urgent issues.

[Colleen253]

@Maria13899 I'm very sorry you had this terrible experience with the cancellation last minute, and Airbnb's bumbling CS. It looks like Airbnb did arrange compensation and new accomodation though, yes? You can't expect more than that.

It's the nature of Airbnb's that sometimes things go wrong, and a stay may need to be cancelled. It's not like a hotel, where if a room experiences some disaster and is uninhabitable last minute, they can just book you to another room. Airbnb hosts rarely have another house sitting empty next door that they can move you into. We wish.

If an unfortunate experience such as this is going to impact your health to such a degree that you consider taking your life, my suggestion going forward would be to stick with hotels, and purchase the maximum travel insurance that will cover all possible adverse circumstances you might encounter.

By the way, this is a community forum for hosts and guests to discuss issues and get help. It's not Aibnb CS or management you are addressing here. Just fyi. Best of luck to you, hope you get back on track.