I have had a very long-term (more than a year) reservation with Airbnb. After numerous customer service issues, I am taking my business elsewhere, for the very reason that everyone on this post has mentioned.
Every single month, there is a problem with payment. My guest (who has a French credit card that she uses regularly in the U.S., where my unit is) calls to make sure the payment goes through, is told everything is fine, then I get a notice saying there's a problem collecting payment and then, very often, the reservation is cancelled. I have been through this more than six times in the last year. When the reservation is cancelled, I have to jump through hoops to get someone to help me. Many times, I'm told I will be contacted "soon" but am never given a more specific time frame even when I ask. One time, it took three weeks just for someone to reply to me (and still no payment). Last month, it took nearly three weeks for my payment to be processed, and during that time, the rep who sent me the email re: the problem never responded to my emails asking for an update.
Since it's such a long-term reservation, at this rate, Airbnb is little more than a transaction service, a service at which they have failed miserably, multiple times. This month (the final month of the reservation) they have cancelled the contract again — 11 days after I was due payment and with the guest still in my unit. It's the last straw for me. If they can't even process a transaction and provide me with a regular representative to handle my case, then I have to go elsewhere. I have spent several hours every month on the phone and sending emails, something I should not have to do, especially when the same issue keeps recurring and Airbnb should be aware of it.
Airbnb has been expanding services, but they need to fix those services already in place before they begin making new ones. Customer service is key with a company such as this, and they have failed me for the last time. I'm taking my business elsewhere.
