My ability to make reservations has been locked because I had COVID 19

[Paul6739]

I had COVID 19 in early March. I had to notify Airbnb because I had a scheduled reservation that I was not able to travel for. They locked my reservation ability. It is now 5 months later and I'm trying to use the $1600 credit from the previously cancelled reservation to visit my family in Arizona. I have sent in excess of 30 messages over the last 2 weeks and keep getting told it is being escalated. I am beyond frustrated. I actually had one agent tell me that I should just use another booking company if I was in a hurry to travel. I have never experienced such poor customer support in my life. 

I'd welcome any suggestions anyone might offer. 

[Helen3]

I wouldn't bother messaging them. Call them and be prepared to wait or try them on social media @Paul6739 

[Paul6739]

Thanks. Agreed on giving up on the chat feature. It just is not getting me anywhere. Unfortunately every number I call results in getting directed to chat because I don't have a pending reservation within 72 hours. I am trying the social media route. I just hit them up on twitter

[Ian-And-Anne-Marie0]

@Paul6739 

Social media is a complete waste of time. At best you'll be negotiating with a 'bot which will promise to escalate your case for you, and another two weeks will pass before you ever get an escalation.

Two weeks is far too long to wait already for an actioned reply and the suggestion that you go to another booking platform is just scandalous! Please notify the host who's accommodation you are wanting to book to inform them about what Airbnb have told you.

Ensure that your next booking with Airbnb uses ALL your travel credit as there have been numerous reports that remaining balances are being held onto - Pretty much as in your case now, Airbnb are holding onto your money and not allowing you to use it.

With the safety verifications Airbnb are forcing onto hosts to improve their IPO, it would be fair for you to contact the media, CNBC would be an excellent place to start, they have a reporter who has provided many Airbnb financial stories. Search him out. Your problem will be fixed in the snap of a finger.

Alternatively, just report this to your credit card company and get a full refund.

[Paul6739]

Thanks for sharing your thoughts. I hadn't even thought about disputing the charge with my credit card company. That is a brilliant idea. Again, thanks. 

[Huma0]

@Paul6739 

That is pretty outrageous, but on the other hand, doesn't surprise me that much. Customer Services is a mess at the moment and I was always suspicious of the whole Airbnb credit refunds, where they hold on to the money and potentially only allow you to then spend it in one go. Still, this is a new one to me.

Firstly, that 72 hour thing seems to come and go. I also got that when I tried calling. Then it disappeared and I got through on the phone. Now it sounds like it's back. So, maybe it's worth trying to call again just in case.

I don't find the online chat very useful because you get a rep who doesn't actually know very much and has no authority to do anything. All they do is pass it on to another team and you'd be very lucky if they actually pass on the correct information or any information at all.

I've often heard that trying Airbnb's social media, direct messaging them via social media etc. was more effective. Not in my experience. I tried it and got zero response.

If I have a minor issue, I will send a message, and someone will maybe get back to me, maybe not. Anything urgent and I will call. If it's very urgent, ignore the 72 hour warning thing and just select that option anyway. Once you get someone on the line, press your case.

[Paul6739]

Thanks for sharing your thoughts. I'll keep trying the phone number periodically. I did just send a message via Twitter to Airbnb help. They responded almost immediately and committed to helping me. We shall see......