AirBnb Customer Support Hell

[Stuart94]

No help at all from customer service.

I have been trying to reach them for two weeks. All I get are canned email template replies. I got two reples.

I've called seven times and emailed five.

So disappointing that we hosts don't matter and they don't give a rats ass about us.

The window has closed. I have a damaged window with no refund and a terrible review due to retaliation after I made the mistake of asking the guest for compensation.

When had an issue about a year ago they were very responsive. They even called the guest for me and then helped resolve the situation.

What happened airBnb! You used to be good.

[Helen3]

This is a host and guest forum not monitored by Airbnb @Stuart94 they won't see your comment 🙂

Sorry you have had a difficult experience but it's not at all clear what happened.

From what I can gather a guest broke your window,  you presumably contacted the guest for payment, they ignored/refused, then you applied under the guarantee. Did I understand correctly.

I presume you followed the procedure they lay down for claims, as you say you had a claim last year.

So yes it is more than annoying that your case manager ignored your email and then you had to call multiple times, but I don't understand why that would mean they would close down your case.

Could you give more detail?

Unfortunately when you claim guests can lead negative reviews. But of course you can leave your own to warn hosts of their behaviour and respond and make it clear the guest raised no issues during their stay and only left a negative review after you put in a claim because they broke your window

If all your other reviews are positive other guests will soon see through this.

[Stuart94]

The listing says 'no smoking'. They smoked in the house and left cigarettes on the window sill and burned the window sill.

There claim process was just an email template. I kept asking if an estimate from a painter would be sufficient. They never answered.

WhenI called they said they'd contact a case manager. they'd even put me on hold and said they just emaield teh case manager and they'll be contatcing me very soon. They never contacted me. They never replied o my emails.

I sent hem an estimate yesterday.

Today is two weeks. YTesterday they said the case was closed.

Also, the is teh first and only review on my house. It is three stars. I have over 100 reviews on my room, a sperate listing. They are all positive. Now, I feel I have to redo my listing because the only review for the house is one review - and it's three stars. Other guests, about five groups, never left reviews, mainly because they were booked by their bosses, I presume.

No help. No contact. No resolution.

So frustrating.

[Lisa723]

@Stuart94 that is indeed frustrating. It seems to me that contacting Airbnb CS is a **bleep** shoot. You might get a competent and helpful rep, but probably not. Most are incompetent and some are downright obstructionist. If I'm not getting anywhere I abandon the effort, create a new case and hope for better luck.

[Tristan-and-Angela0]

My brother in the UK has been figting for over 6 months with Airbnb to be compensated for Damaged caused by a guest. They have stonewalled him at every point. I have put him on to Fairbnbclaim.com to specialise in international claims against Airbnb. No win No fee.

[Silvia1180]

Hello, can you share what has been your experience with fairbnbclaim? 

[S110]

I have contacted them for a resolution and compensation for the last month, spoken to 7 reps and numerous messages. Was told that they would follow up within 24 hours, nothing happened. This company is going downhill and can't trust that they will act responsibly and own up to their faults. At this rate, they are losing lots of customers, loyal clients, and overall business. I've sent them another message. It's a waste of time and feel that they just want you to give up. Keep fighting, they need to pay up for their mistakes. Hold them accountable.