Today was my first time to try Airbnb , and it was the worst ever !!
The host couldn't check me in on time because her phone decided not to work today . I arrived 8 am and knocked the door/ring the bell, call her and text her for 30 mins and nothing happened , so I called Airbnb customer service for a refund , what they did first was trying to contact the host again via phone and email , and again no answer , which wasted another 15 mins
After that when I asked for a full refund , the representative told me we have to wait for 1 hr , to give the host FAIR chance to reply , so I told her you are asking me to wait in the street with my luggage waiting for 1 hr for the host to reply!!!! She said this is the policy . I asked to talk to the manager and guess waht she told me the same thing !!! Wait 1 hr until we make sure that the host won't reply , I told her that will make me wait almost 2 hrs in the street because I already waited for 45 mins trying to get hold of her , but the manager insisted that there is nothing she can do and I have to wait, and she told me to go to Starbucks and wait instead of the street , I told her I was supposed to have busineess meeting in less than an hr and I won't be able to make itbecause of this hassle !!! And again she said nothing we can do , this is the policy !!!! And she gave the option to cancel from my end and lose 50% of mine !!! Really?!!
What policy makes a person wait in the street or drag their luggages for an hr until we hear frkm the host and may be we will never hear , which happened in my case
After the hour has passed and we didn't hear from the host , they refunded me , but I was tired , frustrated and missed my meeting
Horrible horrible customer service and ridiculos policy !!!
NEVER EVER AGAIN
Note:After 2 hrs the host contacted me and apologized because she just realized the her phone didn't have any signal , but it was already too late