Is there a Formal Complaints Handling Procedure at Airbnb, because there REALLY needs to be?

[Diana495]

 I have had on-going problems with Airbnb, as a host.  There software is full of bugs.  There 'customer service' handlers are often ignorant, simple, incapable of understanding problems, live in America and think that the system should be the same for everyone (not country dependent) and unable to solve problems.

Any organisation the size of Airbnb should have a clear, effective and transparent Complaints Handling Procedure for complaints against them. 

Airbnb misleds their customer base.

Airbnb misrepresents the service that they offer.

Airbnb incorrectly promotes Host properties by mis-placing their properties.

Airbnb incorrectly promotes Host properties in terms of pricing - they advertise incorrect prices.

Airbnb mapping software is seriously flawed - properties disappear from exact locatity map displays

Airbnb's algorithms for deciding which properties to display first (on the left in photo) is supposed to be random, but it clearly isn't

Airbnb is not what it purports to be and there appears to be no recourse.

Hosts are reliant on Airbnb's software working accurately and for complaints and problems to be resolved in a timely fashion.  Currently this is not so.  The risks of using Airbnb are significant.

Airbnb can not be relied upon.

[Geri26]

I see this is an old thread but has anyone actually found a formal complaints process anywhere on Airbnb?  I can not see how a company this large can legally get away with not having a one.  I am in Australia - is there an ombudsman or department that I can contact who will demand a complaints process be provided?  I also have snoozed my listings until current reservations have been honoured for the guests sake when I will be delisting,  but  if I am not part of the solution I am part of the problem and no one else should be subjected to the intimidation tactics I have been put through.

[Diana495]

Hi Geri, I think that the answer is no, there isn't one.  I am also not aware of anyone from Airbnb contributing to this thread, which speaks volumes. The Consumer Relations Act in the UK does not cover Airbnb type organisations. For each booking there is are three contracts involved between Guest and Host, Guest and Airbnb abd Host and Airbnb, but in my most recent on-going discussions with Airbnb their so called experts and specialists don't appear to know this most basic elements of how the platform works. In the UK (whilst still part of the EU) have to deal with Airbnb legal team in Ireland:  The Watermarque Building, South Lotts Road, Dublin 4, Ireland. There is also the Information Commissioner who is keen to know about breaches in data protection.  I have requested copies of my telephone calls but Airbnb have refused to provide them, in clear breach. Also there is Trading Standards who also really like to know when the likes of Airbnb are flouting UK law enough peple get in touch with them, the more likely they are to investigate. All in all, Airbnb's consumers are unprotected and treated like **bleep**e

[Diana495]

Airbnb is TOXIC

[Diana495]

....and they charge me different service charge to that of my brother for a like for like service, I wonder how many other customers are charged random amount of service charge to book or for bookings?

Not sure if this is deliberately discrimination r just **bleep**e software / programming?

[Geri26]

thanks for replying Diana.  I'm done with Airbnb.  I will honour my pending 10 reservations and then I am delisting. Its the only course of action I can take to maintain my integrity.

[Kim954]

As a user of the AirBnB site - and not a host - I agree - their support site is horrific.  

And they now charge a hefty service fee to cancel even a flexible booking.  This - after I reported the host as clearly double booking the property.  They would not even take the time to investigate.

No where to further my compaint - the support staff I dealt with - willfully ignorant.

[Alexander672]

Heeeeeellllppp! I am getting no help what so ever to help me with my problem since I returned from New York in an illegally let, unclean and unsafe apartment. I have had this case going for a month and need help from ANYONE in AirBnB before I search for complaining through other media outlets! I am therefore asking for help from any department in AirBnB - whenever I phone I get put on hold or ignored when promised they’ll return a call. Help!!!

[Alexander672]

Maybe this is something a consumer tv show should take up.

[Diana495]

Hi Alexander,  Just to say, Airbnb are simply not interested.  They operate above the common law and natural justice.  Very few people are successful in challenging them.  The more people who understand this and expose Airbnb for what they are, the better.

[Janice270]

I am having a horrific problem. I am just floored by the treatment I received by a host and then Airbnb. It's a long story but when I tell people how we were treated and left stranded on Memorial weekend and everything else this host did, they tell me not to let this woman get away with it. But Airbnb has been terrible. I've  owned many stores and I would never treat anyone the way I was treated. I'm going to file a complaint with BBB and I guess I'll write a letter to the corporate office. I would sure welcome any suggestions.

[Mary1604]

I have just spent another several hours trying to get a receipt from Airbnb. After 60 messages, countless hours - it would be more effective to use a hotel. Lesson learned

[Elaine407]

Recent experience of customer support involves dealing with a patronising young man.  Completely ignorant on how to support the customer. I have been overcharged for a property and none of their records seem to support this. Despite sending evidence of my credit card statement they are still incapable of a refund. Wow!!

[Ned18]

I TOTALLY agree with Diana here; I have the EXACT same problem in filing a simple written letter with Airbnb -- appallingly bad customer service!.

[Damien133]

I've never come across a company that deals with complaints so badly, they just fob you off and then close the message thread. If you call them they tell you you have to send a message on the website, send you some jibberish reply that doesn't answer any of your questions and makes no sense and then close the thread again. They refused to give me any formal complaint procedure or ombudsman details even though I repeatedly and specifically asked for them during a call that lasted half an hour. How can a company the size of Airbnb behave like this?!? They sent me a mentally ill alcoholic guest who after checkout proceded to move to a spare room in the house and continue living there for several days. Initially we didn't even know she was there because she just stayed locked in the room and never came out. When we eventually gained access with police and social services we discovered she had urinated, deficated and vomited in the room and bed. Obvioulsy the bedding and mattress/pillows/duvet had to be thrown out and replaced and the room thoroughly cleaned as well as the other guest compensated (who unsurprisingly cancelled and checked out early). I only claimed for the material cost of replacing the items using cheap replacements from primark, a local bed shop and ebay (about £250 total) but airbnb said that because another guest had already checked in to the original room that the problem guest was in that they could not offer me a refund "to protect the guest and the host"... What?? That doesn't even make any sense. We have a police report so there's no question who is to blame! Every attempt to contact them they just fob you off and hope you will go away, which obviously makes me more determined to make sure as many people know about it as possible 😉 They're a shoddy company and they clearly do not really check out the people they are sending to your home because they really don't care if you have a problem as long as they can charge both the host and the guest a commission on the booking. The more guests they send to a host, the more money airbnb make so they lower their basic checking standard so that anybody can basically come and then take no responsibilty if there's a problem. I'm slowly moving back to renting to tenants instead because although I receive more money in the summer months than a basic rental, I receive less in the winter and it's really is not worth the huge amount of extra work involved when it becomes very clear that the illusion of the host guarantee and the £500 deposit I have placed on the listing are worth nothing in reality.

I've also read in their terms that by accepting them you waive your right to an sort of trial by jury and they exempt themselves from a class action law suit.  What a shoddy company!

[Damien133]

I've never come across a company that deals with complaints so badly, they just fob you off and then close the message thread. If you call them they tell you you have to send a message on the website, send you some jibberish reply that doesn't answer any of your questions and makes no sense and then close the thread again. They refused to give me any formal complaint procedure or ombudsman details even though I repeatedly and specifically asked for them during a call that lasted half an hour. How can a company the size of Airbnb behave like this?!? They sent me a mentally ill alcoholic guest who after checkout proceded to move to a spare room in the house and continue living there for several days. Initially we didn't even know she was there because she just stayed locked in the room and never came out. When we eventually gained access with police and social services we discovered she had urinated, deficated and vomited in the room and bed. Obvioulsy the bedding and mattress/pillows/duvet had to be thrown out and replaced and the room thoroughly cleaned as well as the other guest compensated (who unsurprisingly cancelled and checked out early). I only claimed for the material cost of replacing the items using cheap replacements from primark, a local bed shop and ebay (about £250 total) but airbnb said that because another guest had already checked in to the original room that the problem guest was in that they could not offer me a refund "to protect the guest and the host"... What?? That doesn't even make any sense. We have a police report so there's no question who is to blame! Every attempt to contact them they just fob you off and hope you will go away, which obviously makes me more determined to make sure as many people know about it as possible 😉 They're a shoddy company and they clearly do not really check out the people they are sending to your home because they really don't care if you have a problem as long as they can charge both the host and the guest a commission on the booking. The more guests they send to a host, the more money airbnb make so they lower their basic checking standard so that anybody can basically come and then take no responsibilty if there's a problem. I'm slowly moving back to renting to tenants instead because although I receive more money in the summer months than a basic rental, I receive less in the winter and it's really is not worth the huge amount of extra work involved when it becomes very clear that the illusion of the host guarantee and the £500 deposit I have placed on the listing are worth nothing in reality