Host didn’t provide check in instructions and Airbnb has not responded in 2 weeks

[Kristie65]

Hi everybody,

I had a very unpleasant experience with a host and Airbnb themselves.

I booked a trip two weeks ago. I have messaged the host the night prior for check in instructions but didn’t get a response. I then called her number the day of check in but it said her phone number was not in use.

I then contacted Airbnb, the automated messages told me to wait 24 hours for a reply. I then had to book another Airbnb for the trip. However, I have not heard from Airbnb about this incident despite contacting them multiple times throughout the last two weeks. When I called, they told me that they will pass on the case to a specialist and they will contact me. But I have not heard back for two weeks.

I’m concerned I will not get a full refund back and that I’m very disappointed at Airbnb.

How should I proceed guys?

Thank you

[Mike-And-Jane0]

@Kristie65 Others report that contacting Airbnb by Twitter can be effective. Cant say if it is true as I have no idea what Twitter is!

[Linda108]

@Kristie65   You are a very desireable guest with more than 15 positive reviews and if this is the first time you have hit a bump, then you are also a lucky guest!  Unfortunately Air BNB customer service and system is at an all time low and is not as good as it has been in the past years.  So sorry this happened to you.  Both guests and hosts alike are struggling with the platform at this time.  I would suggest you continue to reach out to Air BNB via phone and Twitter.  For both, you will either be lucky and get an experienced customer service rep or not so lucky.  Patience and persistence is the best strategy.  I hope you don't give up on Air BNB, but you might want to have a back up plan during this time.

[Mark116]

@Kristie65   You should absolutely get 100% of your money back and airbnb should give you a coupon for future stays as additional compensation.  Assuming your message to the host was on the platform, it seems iron clad to me.

Airbnb's CS, never the best to begin with, has declined severely since COVID, so you may have to be persistent with many messages and phone calls, but I would be shocked if you didn't get a full refund.

[Kelly149]

@Kristie65 unfortunately you will have to be persistent to get ABB to move on this, although I do think with enough effort and time you will prevail.

pre-covid I've had to pester upwards of two weeks to get CS to resolve payment issues (I'm a host), post-covid I can imagine it taking longer.

If it were me, I'd also initiate a stop payment with my ccard as well