Hi @Helen3
I was 7+y with airbnb, more then 20 bookings, spent more then 6 000 euro, had only minor incidents which were sold most of the time with Hosts directly or via support.
The last stay was (I was guest) was something which can be categorized as a law violation and had a massive impact on personal security etc.
1) I traveled to Italy with parents. Host forced me and sustain to take a paper scan of all ours IDs as part of the check-in procedure. I said its against EU law, breaking GDPR and migh have seriously negative impact on all three persons once these document get leaked/stolen/lost. Host was not compliant with any law regarding handling such private documents/information as such IDs number, birth numbers, place of birth etc. I told host all above she said without scan there is no chance to check-in.
Because I travelled with parents 65y+ age, we had other program (concert schedule etc) there was no other option as provide all IDs for scan to pass check in. If i was traveling alone i would rejected such a requirement and manage other place to stay. The Host and airbnb later on claimed that its rule of Italian police, I paid lawyer and no its not a Italian police rule, she is responsible to provide all the mentioned details above into the "online system" so she should bring laptop and fill all the forms from our IDs online (as during checkin in hotel). Taking Full photo scan is prohibited and agains the law if that person is not copmliant to do that (she is not a bank etc), of course she was not.
During all the support cases i opened/phone calls - Airbnb was trying to force me to accept and claiming that all what happened was my fault and they literally cant do anything about it as its already too late even they didnt try to solve anything during my stay, even I reported it maybe 6 times (separate support chats during my stay)
2) We checked in on Thursday and I contacted airbnb support on Friday about whole situation. Noone replyed, on Sunday evening i got a call from unknow number, someone who was not able to speak proper english introduced as a airbnb employer from customer support, i told her to call me next day in the morning because i had dinner etc. That call on next day never happened. I was constantly sending messages to airbnb support regadring whole situation but there was no response at all.
3) We checked out on Monday reached home late evening. On Tuesday I sent again messages to customer support why noone is replying or calling back regarding whole situation. I got a call from someone from india (i think same person) not able to properly speak english and she was constantly repeating that she cant help / cant escalate issue and she is sorry about that and thank you for a feedback.
4) I called US? number and described the situation, they said you have already checked out there is nothing we can do about it, its too late.
5) In paralllel I opened another chats - to support why they are not able to investigate whole situation, that we had to go to police block all ID;s reissue new ones etc... and all what Airbnb support people said its already too late to solve anything, we are sorry, thank you for your feedback. So even all these financial damage / time lost I had to reissue all IDs etc... they forced me again to agree that it was my fault and its too late to do anything about it.
6) another guy from the support said Ok i might give you 50e cupone as an copmpensation, I said thats all what you can do? Only to reissue of IDs costed more... So he immediately said Ok i canceled cupone - bye.
7) The chat with Indial employer was still active but she was not responding at all, even I messaged her multiple times to make another call / or to escalate issue if she is not able to proceed with it ... no call/ no reply - maybe 4-6 days passed and I was really out of any energy as all my queries was simply ignored by airbnb customer service so I wrote "something as you are idiots". Woala they Won, ignoring customer, unwilling to provide any help just closing support chats, with the conclusion - its all your fault.
I also messaged host and all what I received was: I dont understand. So Italian who provided all the check in instructions, fluently speaking english wrote one sentense: I do not understand, bye.
😎 after 6 days? I received email that because of sentense "you are idiots... " and rule www.airbnb.com/help/article/483 they Deactivated my account.
9) basically 6 days of customer ignorance, and they luckily pick up one sentence and deactivated acount as noone has infinite nerves therefore i used these rude words.... which i already emailed them i am sorry about that.
My question would be, I had 20 booking so why such a behavior never happened before? If they try to create an idiot from their customer what else they can expect? Each Action has its reaction. The most unproffesional customer treatmet I have ever seen. All that sabotage - no replies, delayed replies, its your fault, we cant do antyrhing about it beause you already checked out even the issue was reported few hours after check in ... all these seems to me like a pure scorn and then at the end you poor customer used rude words so you should no more abuse our portal and we will ban you forever.
Wonderful end of the story.