I am SO embarrassed to be hosting through Airbnb

[Christine455]

It's not the first time and I really have no choice but to move to other platforms and am almost done setting up my account on Home Away.

My guests cancelled their stay today because they can't ride their bikes in the high winds.    They wrote:

"Christine, this is very frustrating, I hit change reservation, it pops up change or cancel, I hit cancel it comes up why do you need to cancel but will not allow me to write anything or submit! I have sent a message to Airbnb! Any assistance would be much appreciated!"

My most recent support call to Airbnb was about guests who tried to ADD a day to their stay and it was NOT doable.  Crazy???? 

So I'm not surprised he couldn't cancel either.    But I can NOT do it for him and I'm so tired of apologizing for Airbnb.

"I'm sorry that I can't help you with that, I'm so tired of the problems with Airbnb!

...

I've had more frustration with Airbnb than you can imagine. My best advice:

Get on the phone and if the person you get to doesn't seem helpful, just hang up and try for someone else.

That's what I have to do to get things done."

And that's actually a lie.   I recently called FOUR times and couldn't get anything accomplised.   Those guests had trouble with their credit card and I called support for a number to give them where someone would speak Spanish or to have a Spanish speaking rep call them.  It didn't happen.   But got to "enjoy" verifying umpteen pieces of information every time I called.

If I ever needed assistance while NOT at my computer, there's NO WAY that I could verify.

it's just unbelievable how a company like Airbnb can literally just fall apart, have ZERO support.   

I'm so tired of the super rich getting richer on my and my guests' back.  

I recently read that Airbnb support is outsourced -- so tired of the exploitation.

[Ian-And-Anne-Marie0]

@Christine455 Just another aspect of the platform not working. You would expect that if changes are done they would be checked, but they don’t seem to be. Payment Requests don’t work on an App. and guests don’t even get notifications that they exist! Then try to find them as a guest!? 

We’re in the same nightmare!

[Christine455]

@Ian-And-Anne-Marie0  The website is nightmarish.    None of the emails have links, not even the password reset email!

It takes a day for the button to Leave a Review to work.  

And the early payouts just STOPPED.   I called on that and the support people didn't even know what early payout was and insisted everything was fine because I got paid after guests arrived.

But the worst is really that guests get NO help at all.

Regarding that cancellation, it SHOWS as cancelled.    But Airbnb charged TAX for a rental that never happened, not to mention they charged their fees.   I manually refunded the cleaning fee.

Especially with NEW guests it's just nightmarish because I have to TRY to explain everything to them -- essentially doing Airbnb support for FREE.

NOT good!

[Rosemarie9]

I have had problems with extending guest stays and guests seeing payment requests this year. I seem to be on the phone to airbnb fixing things that should be easy. It doesn't give me much confidence when the system cannot recognise a simple request to add on an available day to a guest's stay. I had to wait ages for support to go through the whole process and realise that I was correct in what I was saying. In the end they had to override the system.