I spent 51 minutes on the phone yesterday and spoke to 2 Airbnb customer service reps in an effort to remedy some ongoing issue that we have with Airbnb's initial reservation request invoice. And once again, I had to apologize to the customer service reps for my misdirected frustrations, as they are only doing their job to respond to basic questions and concerns that callers might have.
Initial quotes are misleading and deceptive! For the past 4 years we have called or email our complaints and we get the same response from every customer service representative.
It seems so obvious to us and others that if AIRBNB were transparent and generate an honest and open invoice that it would better serve your guests and hosts alike. It makes no sense to us that the company will include the upcharge for additional guests, plus their required 4% occupancy tax and of course, their service fee, but refuses to add the pet fee and the required state and county taxes that hosts are required to pay! Sending a "Special Offer" to request more money does not, in anyway, sound very 'special' to us!
We would like nothing more than to add Airbnb in our favorite category for vacation rental websites because of its popularity. However, the continued lack of transparency has us and some of our guests disappointed in the practice of 'hidden charges'. It does not make sense why this policy continues year after year, after year, after year.
Besides increasing our nightly rates, are there any suggestions? Are there other hosts who have chosen not to increase their nightly rates finding this to be a problem?
