I had a horrible experience with a host Yoko, while vacationing in Hawaii with family in early August 2016. I spent half the time dealing with "her" and Airbnb. When I say "her" I mean Yoko clearly had her listings managed by a third party. She was never available on the phone when I called nor when AirBNB called.
I was fortunate enough to have an AirBNB rep Mina assist me along the way and my family was able to salvage half of our vacation. Airbnb representative Mina did a PHENOMENAL job and was very helpful. She got us out of that nighmare and into a great place with a great host. Mina checked in with me daily and checked in with me when I returned home! I've never been so impressed with customer service. She suggested I should go to the resolution center, which I never knew existed, and come to an agreement with Yoko for compensation.
I initially reached out for one of the listings that were available https://www.airbnb.com/rooms/8429041 and she messaged me back stating it wasn't but that she can offer an alternative for 6 people https://www.airbnb.com/rooms/13067046, which I accepted after we confirmed bed arrangments. After booking was confirmed she changed the bed arrangments. She was not apologetic about it after I questioned her. I find out later on that she has the same listing for 4 people, which is clearly what this place is meant to accomodate https://www.airbnb.com/rooms/10212785.
This seems to be the trend when I tried booking via AirBNB is the "bait and switch". I learned a few days ago in an online article on MSN that this "bait and switch" tactic is a common scam because 90% of the host I initially reached out to did the same thing. Offered one thing, told not available, offered and alternative.
I sent Yoko a request through the resolution center and was very specific about the issues which she did acknowledge while I was on vacation. I asked for one night refund $240 + $25 for replacement groceries. Issues were leaky air mattress both nights, water leaked from the ceiling overnight onto our groceries, issues with stove. I said I would pay for the second night $240 + cleaning fees $150. In my message to Yoko via the Resolution Center, I could've typed on for pages just to be detailed and justify my request but I MAXED OUT the amount of characters alotted.
Her response after my lenghthy message and waiting a couple of days, "No".
That's it, one word, "No" and with no explaination. I was dissappointed she didn't want to come to an amicable agreement. I went ahead and escalated it to AirBNB. I have pictures and videos which is why AirBNB rep Mina was able to get my family out of that nightmare. I'm surprised those listings are still available to this day since I was told it violated terms that Host has to uphold. Additionally, its been 6 weeks since I submitted my initial resolution request to Yoko on August 14, 2016. Her response was on August 16 and my escalation request was submitted on August 16 shortly after reading her answer.
I've never submitted a resolution request and with all the AirBNB users in the world I can expect a delay in follow up but I haven't received even an acknowledgement from AirBNB. I don't think I missed any steps and I can clearly see in the resolution center that its labled as "Escalated to Air". I would appreciate it if somone from AirBNB can help me out. I truly believe my request is very reasonable.
