To Airbnb CEO Brian Chesky: Your Customer Support is Failing Users!

[Roger1157]

I always believed Airbnb, as a globally recognized platform, should have a professional and efficient customer support system. However, my recent experience has been an absolute nightmare. Today, I’m sharing my story so people can see just how incompetent and irresponsible Airbnb’s customer support, Ambassadors, and Senior Case Managers are!

Airbnb’s Customer Support is a Complete Disaster

I reached out to Airbnb support regarding an issue with my booking, and from the very beginning, it was a frustrating experience:

1️⃣ Every support agent gave me conflicting answers. No consistency, no accountability!

2️⃣ They kept passing the responsibility around without actually solving anything.

3️⃣ When they didn’t have an answer, they simply closed the conversation without my consent!

A Compensation Payment That Airbnb Keeps Screwing Up

I was promised compensation would be sent to my VISA card. However, Airbnb repeatedly sent the money to my closed PayPal account, and then they told me to go solve it myself with PayPal! Even worse, a Senior Case Manager had previously confirmed that I would be consulted before the payment was processed—but that never happened.

Senior Case Managers Who Do Nothing but Make Things Worse

Throughout this process, Airbnb’s Senior Case Managers have done nothing to resolve the issue. Instead, they:

🔹 Acknowledge the problem but refuse to take real action

🔹 Use scripted responses to avoid responsibility

🔹 Unilaterally close conversations without user consent, showing complete disregard for customers

Airbnb’s Own System Issues, Yet Customers Are Forced to Pay the Price?

Due to Airbnb’s system limitations, I am unable to remove my PayPal account. That’s an internal system failure, yet they refuse to take responsibility and expect me to find my own solution. How does a multi-billion dollar company not have basic account management features?

⚠️ If you have had a similar experience, share your story in the comments. Airbnb must be held accountable for its failure to properly support its users!

[Lorina14]

@Roger1157 

Sorry to hear about your experience. I’ll flag some communtiy managers who moderate the forums (not direct customer service) and see if they can assist by sending your issue to the right team to fix it.

@Rebecca @Bhumika @Alex @Elisa coukd you please help out Roger?

[Roger1157]

Thank you, Lorina, for your response and for flagging this issue to the community managers. I truly appreciate your help. Unfortunately, I've already gone through Airbnb's official support channels multiple times, and my case has been mishandled repeatedly. At this point, I have lost confidence in their ability to resolve it properly, but I still want Airbnb's leadership to be aware of how their customer service operates. I look forward to seeing if this escalation leads to any meaningful action.