Superhost Award -- Be careful

[Eileen99]

I was given an award for being a Superhost and given the choice of $100 credit on an Airbnb stay or Free Photography. I chose the Free Photography 

and Airbnb deducted the $163 for the photography from my next guest payment. I called and messaged Airbnb asking for a refund and they said

"Sorry our system says you did not apply the Free coupon to your form of payment when you booked the Photography session so there's nothing we can do"

" I told them their system is mistaken and please refund my money.

They adamantly refused even though they know that I have the unused Free Photography coupon. I asked to speak with a manager and got no response! 

Has anyone had an experience like this before? I would not have ordered they Photography if I knew I was going to be charged $163!!! Very perturbed

[Rowena29]

Hi @Eileen99 

sorry you are having this frustrating experience.

These boards are full of stories of airbnb glitches adn CS inability/unwillingness to help.

If I were you I would close the case with your current CS rep, then try again.

When the case is open you will get sent back to the same individual - who clearly was no help the first time.

Also people have reported that using twitter to make a complaint gets a far better CS rep.

The general advice seems to be - for MOST things - if you keep plugging away at it, and right is on your side, and it's not going to cost the company a lot of money you will eventually win through.

How were the photos BTW? SEveral hosts have reported the quality of tehephotos has been abysmal.

Good luck

REgards

[Eileen99]

The photos were pretty good, not great but at least better than the ones I took with my phone. I do have a twitter account but rarely use it. Excuse my ignorance but do you mean just go on the Airbnb twitter page and post my complaint as a general tweet? Will the customer service people review that page?

Thanks

Eileen

[Kaylee18]

@Eileen99   Yes most people will use their twitter account and send out a tweet to Airbnb about their issue. 

I'd also keep calling in and hopefully you will eventually get a CS rep who can help! 

[Heidi319]

That’s awewfu 

[Barry-and-Lera0]

@Eileen99: I would in the future just take coupons that Airbnb offers. Do not take services. We hired a very, very good real estate photographer who did drone shots and all for $250. I think he gave us 60 pictures when complete.

As far as Airbnb Help line goes direct messaging on Twitter is very fast. At least the times I've used it has been efficent. Best of luck. 

[Mike-And-Helen0]

My experience of airbnb photos was that they were mediocre.

The photographer went into an area I'd asked him not to (not part of the listing) and made more of a mess of the bathroom than any guests ever had.