Host don't want to approve my reservation changes. The place is not able to live in.

[Hien2]

Dear all...

I'm really tired and angry. I'm almost sure I cannot get my money back, and almost sure I would give up on this platfrom although I spent quite a lot money for it the last few months for my accomodation via vacation, business trip, etc.

I arrived and wait 30 mins to get inside the house in terrible weather as the host didn't seem to care about my message about the time to check-in. I called and was told to wait for his house keeper to come and let me in. It's clear that he hasn't informed about my coming for the house keeper (I talked with her).

The house is a total different with one was listed, but it's still nice. However, it has no wall on 1 side. It shares a wall with the house next door and this house is underconstruction so the wall miss a part in the foot (enough for an adult to get through). I ask about this issue and the house keeper say it should not be a problem, she calls a man after to come and stick a thin flat wood on to cover it. All the afternoon the noise was crazy, and a lot of mosquitoes and coackraoches everywhere. And always I feels like someone is walking and talking in the kitchen though I was alone thanks to the wall-less house. I come out of my room and realize the flat wood was removed and put away.

I decided to change the reservation at night to leave right after the first night (my reservation was for 4 nights) and send the request on Airbnb. I called the host, he texted me "ok" but keep asking about if I paid, and even ask me to send the date and time Airbnb charged me. I'm sure the host don't know how to use Airbnb platform. I explained to him and also send him the text message where I got charged. After 12 hours, the host still doesn't accept my request. I called him 4 times, he says he's busy and will accept later and tell me to check out. I checked out and called several times. The host finally says to me he's confused and don't know how to use this platfrom and tell me he would check later. 

I find many ways to contact airbnb but couldn't. I got lost in the loops and end up talking to a chat bot. There's no usefull information, or help. I'm finding this extremely unfair, as I cannot do anything to report the situation without the accept from the host, and he totally doesn't know how to use the platform and refuse to help (or he pretend to).

Can someone help? 

At least there should be I report this host so that no one have to face the same issue.

With a lot of thanks!

Hien

[Kim-and-Jen0]

Hi @Hien2

I am so sorry that you experience that. You can contact airbnb on twitter, they are very responsive and helpful. I have tried many times and most of the times they are responding less than 24 hrs. Or else you can use resolution centre. Usually airbnb give guests 24 hrs to complaints before the payment being sent through. Please keep all the conversations with your host via airbnb message so it is somehow kind of prove that the host 'refuse' to accept your alteration. If you taken some pictures you can send it to airbnb too.

You can leave the host honest review as well explaning the situation but do not attack the host, it will make you sound bias.

Jen

[Lizzie]

Hello @Hien2,

Lovely to meet you.

I am sorry to hear about your experience here and that it wasn't what you expected, I can assure you this is a rarity and so I do hope you get this sorted quickly and you can enjoy the rest of your trip. 

Here is a useful Community Help guide (created by a host here in the CC) on the ways to reach the Support Team, including phone numbers.

Thanks,

Lizzie