I'm going to start with the obvious: I'm pissed. Full disclosure bias has been formed and disappointment will be apparent.
My stay with my host after Christmas was a mix of business and relaxation. I wanted to be out of the way and still able to get some things done. No major expectations, no extreme accommodations, just a couple nights to decompress.
I contacted my host the day of because he never responded on check in procedure. First red flag. I arrived and was glad to see someone answer and allow me to check in. Things looked promising at that point.
I was shown to my room which to my understanding wasn't even the room I booked. It's a bed and I was hungry and tired. Off to the store to grab some food. I came back and the troubles began. 10 minutes of gesturing and stress to figure out where to put my food. The hosts mother and father spoke no English.
Further exhausted and frustrated I made some food, ate, cleaned up my mess and went to bed.
You ever woken up from a much needed sleep and known you were furious before your eyes opened. That's what I experienced as I struggled to find the covers only to realize I was already wrapped in them. How could I be so cold. I got up and realized the floor was freezing. The air was cold. 2 more hours of this until the sun came up. I slept in my Jean's, my jacket and so many personal traumas raced through my mind. That feeling of stress, rage, disgust raced through my mind.
I had noticed in those hours the lock on the door was non existent. The pacing to warm up had led me to want to make sure I was alone.
I messaged Airbnb and let them know. They said they had directed the host to contact me. He never did.
I tried to discuss the issue with the hosts parents but my Chinese was far too rusty to keep up. I got an extra blanket and that stemmed the tide of my frustration for a while.
I met the hosts wife and she was as helpful. A trip to the store ended up with broken Chinese and the information her husband, the host, was in China. At least something came of the trip.
That being said I realized the trip wasn't going to improve and after some responses with Airbnb I decided I was done. I checked out Saturday and much to my surprise I couldn't! The hell?!
I called Airbnb as I arrived at my new location and was able to talk to a representative who assured me this was unacceptable and that a clock was put on for 24hrs for the host to respond with a resolution. That was Saturday at 3pm pst approximately.
Monday came and I contacted Airbnb again. They took no effort to review things or review the promises their representative made. No instead I was offered another 24hr deadline.
I refused and wanted a resolution saying I'd wait for the supervisor the agent said could make the final decision. I was told they'd call me back. I told her I would wait the 15 to talk to the supervisor because my experience thus far had been call backs promised were not returned.
I was assured I would get a call in 15 minutes and I was told that was the only thing she could offer. I was hung up on approximately 5pm pst. 515 came around and no call, no surprise. I sent a massive wall of text outlining much of what us here and more including specific names and places etc.
Their response, "you said you wanted to stay on hold." Another subversion and excuse.
Utterly disgusted with this experience. Utterly disappointed by customer support.
I'll have a resolution soon enough but I doubt I will use Airbnb very often if at all after all of this.
