Friday, 4/8/16
Re: Instant Booking - Misleading Information, Please Remove Cancellation Penalty $100 & Please Clarify Info on Website & Please
Have a Customer Service Team for Hosts/Guests reachable by phone, email, etc. like every other host site like HomeAway, TripAdvisor, etc.:
Dear Customer Support for AirBnB Hosts,
I am a new AirBnB Host and I was recommended to do Instant Booking in my manage listing setup. It was my understanding that hosts have 24 hours to accept or decline the instant booking but that doesn't seem to be the case. We had to cancel a recent reservation request for Jeremy 4/2016 and when we did we were sent a message that we will be charge $100 penalty? This is very deceptive and confusing.
AirBnB is so big and makes so much money, why don't you have a phone #, email address for hosts/guests to speak with a customer service support team? Every other hosting website offers that (HomeAway/VRBO, TripAdvisor/FlipKey, etc.)
Please confirm cancelling the $100 penalty from our account. We just removed the Instant Booking feature due to the misleading information regarding offering it as a host as stated above and not having 24 hours to approve or decline w/out penalties.
Please clarify this in your website listings information and please provide a customer service team for folks to speak with to answer questions for hosts and guests like everybody else does. You should too.
Thanks!
Barb Ernst,
Lake Champlain Escape, West Addison, VT 05491, 802-759-2259
bernst@gmavt.net