First of all, to make the services to grow as a "product" in the tourist industry it is necessary to take better into consideration also the owners of the houses, flats, etc. that make this market possible.
We just lost a client (Eleonora) for the period February 2 to February 7, after a lot of work to make it possible, because Airbnb did not allow them to finalising their payment for the rental. After four trials, without being provided an orientation or explanation from Airbnb and without the possibility of contacting us directly, they had to give up their plans of renting the house in the beach and we lost the income from the rental (see our email exchanges during the last 72 hours).
The outcome was that both, host and client, were deceived as it may be confirmed in the emails exchanged. We would like to have an explanation from Airbnb about its system failure. Was the time between booking and arrival too short? If so, when such situations occur, why don't Airbnb open a direct channel of communication between host and client? Be sure, by doing so Airbnb will gain more than disrupting the negotiations between host and client.
Waiting for your early response,
Edyala Lima de Iglesias
