Hi,
I have a long -term tenant that booked an Airbnb property of mine and keeps extending. They have been there for over 1 year. There is some bug in the Airbnb software/app that won't allow me to extend the guests booking, as they've requested. Airbnb has been contacted/ sent the error codes/ screen shots of the issue, so that they can de-bug and fix the error. They have been given the opportunity to fix the problem and seem unable to do so.
In the year of bookings, Airbnb has charged me approximately $2,400 as a host, and has charged the guest approximately $8,400. Nothing has been requested of Airbnb during that time, except now, to fix this bug in their software. If a service provider is unable to provide a service, then at what point should Airbnb be refunding fees charged to me and the guest?
It has been a systematic and increasing trend, I have noticed, in my years of using Airbnb as a host and a guest, that the platform seems to want to convince users that it's an alternative to hotels, while at the same time it increasingly provides no assistance to users, making every effort to steer them away from contacting Airbnb. If you stay at a hotel, particularly a well-run one, customer service is easy to find, and seeks to satisfy. As a host, when there's a problem, I'm quick to offer refunds, and keep guests happy. Airbnb does none of this, and can't even fix their platform when there's an error... So at what point are they responsible for offering me a refund?
