How do I file a complaint against customer service?

[Tom3602]

Hi all,

I have been trying to find a way to submit a formal complaint to airbnb due to their lack of care and putting my partner and I in a dangerous situation when our host cancelled our booking after we had already traveled to the location. 

I have looked online and can’t find anywhere to submit a formal complaint from Australia. 

can someone help me? 

Thanks,

Tom

[Mike-And-Jane0]

@Tom3602 there is no way to complain to Airbnb. You could sue them I suppose but its unlikely to help very much.

[Sudsrung0]

@Tom3602 

Im sorry to hear this, The host had cancelled your booking did you not receive any notice?

Im not much help but Im sure someone here will reply to you with a way to contact them,

[Gillian166]

@Tom3602  that is awful, I hope you're not stranded in a flood zone, or something random in the outback.  

[Elaine701]

Earlier this year, Airbnb cancelled a booking because of some "issue" with the guest. The guest had booked it months prior. Arrival was less than 2 weeks away. 

We were never notified. We found out because the guest wrote a text asking why >we< cancelled. We had no idea. We called Airbnb, and they wouldn't say anything. Couldn't even confirm whether it was cancelled or not. 

Apparently, Airbnb didn't tell the guest either. The guest wrote that they found out by opening the booking on Airbnb to look at some info about the house, only to discover the booking had been cancelled. 

Eventually, I was able to get Airbnb to confirm that they had cancelled it for "security" reasons. I wanted to know which side the "security issue" was on... Something about our listing? Or something about the guest. They wouldn't say. 

So I called again, and this time I heard the CS rep reading what was on his screen (it sounded as if he was unconsciously speaking under his breath), "hmm.. yeah, non payment ...previous bookings". But he also refused to tell me why for "security reasons". But I had enough info by then. The guest apparently had previous payment issues. Ok, at least I know it wasn't us. 

Subsequently, over the next week or so, the cancelled guest kept texting us demanding that we reinstate the booking. All I could do is tell her we know nothing about it, and she needs to speak to Airbnb.

She wrote back again saying Airbnb said it was a problem with >us<. Then she wrote a scathing message claiming we had cancelled to get a better price (the dates had already rebooked by another guest by then, but the price was the same, IIRC). 

Never heard from Airbnb or the guest ever again. 

[Huma0]

@Elaine701 

What a mess. I don't know why they have to be so cloak and dagger about everything. They will claim it's for 'confidentiality' reasons, which I get, but when it affecting your business, you have a right to know why they made a decision without consulting you or, you at least have the right to be notified in the first place when they make that decision. 

The Trust & Safety department seem to have some truly bizarre ways of dealing with things.

[Huma0]

@Tom3602 

I've been asking this question over and over, and Airbnb refuse to answer it, and no one here seems to know either. I'm assuming that Airbnb do not have a complaints department, which is surprising as I am pretty sure that in some of the countries they operate in, it's a legal requirement. I am not sure how they get away with it. Perhaps there is a department in name only, to appease authorities, but there seems no way of finding them.

One option if you are getting nowhere with customer support is to try posting about it on Airbnb's social media (Twitter, Facebook). I have heard this has worked well for some...

[Huma0]

@Tom3602 

I have been in touch with a CS rep (one who actually seems knowledgable and competent) and he confirmed that Airbnb do not have a complaints department. So, there is no formal way to complain about CS, other than to complain to CS.