Where is the Australian airbnb office hiding? from a Superhost of 2 years.

Where is the Australian airbnb office hiding? from a Superhost of 2 years.

We recently took up the offer by AIRBNB  to pay AIRBNB to send photographers and audit our oceanfront position to upgrade to their new improved platform, AIRBNB +  so we paid the funds, prepared the property and when we received the photos they were totally overexposed with a completely white view out the window instead of the current site photos of beautiful  blue ocean views. Half the shots were unusable.. 

 

After a few attempts to resolve by phone and email by the very very useless support team we were advised that if we did not want the AIR supplied photos to be used we would have to cancel the upgrade. And in addition we were not entitled to a refund. ( Which we did not want, just the photos fixed)

 

We were also advised that we would be UNABLE to add additional non AIRBNB supplied photos to compensate for the overexposed unusable supplied AIRBNB photos.

 

I have requested politely on a further 4 times via our "assigned case manager" to please review the substandard view photos against our current site view photos.. without any success at all. I suggested we re pay and have them come out again which they did not respond as they advised the original photos satisfied their review..

 

 

So next stop, write to the Australian offices in Sydney to the recently appointed Australian and New Zealand Marketing manager,  but where to write,, No yellow pages listing, no google address and yes whe you ring the useless support people.. " We do not have that information."

 

How can you not know where the Sydney offices are??   Really Really aweful corporate service.. We will be referring them to our local Government consumer watchdog to see if we can at least help future superhosts..

18 Replies 18
Jeff158
Level 10
Caernarfon, United Kingdom

@Alan423  have fun.

Airbnb Australia Pty Limited

Address:

L 4 60-64 Reservoir St, SURRY HILLS, NSW 2010

Telephone: 02 9002 5625

 

Unfortunately that number just sends you to the normal helpline it's nothing special that contact detail is just a show same with the address

 

Thanks Jeff..  amazing, no listings in our online phone books in OZ, nought on the net and the uk find it 😞

Amazing,, rang the number  " Disconnected"  time for a visit from a cranky client

I would read the many other threads on the joys of Airbnb plus before going to their office, I believe many have tried and failed to change the edict that all photos and text must come from Airbnb....

Lynette57
Level 10
Gladstone, Australia

Perhaps the knowlege that 60 Resevoir st Surry Hills is a Cafe / coffee shop  and then a 62 and 64 are a laneway then then 66 is a fitness centre, Maybe it is one of the vacant upstairs offices above the coffee shop. (Then maybe not) the phone number dosnt exist.

Judy651
Level 1
Cammeray, Australia

I too would very much like to speak to anyone in corporate to complain about my experience with the very unsupportive 'airBnB support'. I wan't to take my complaint further but cannot find the right channels to do so. Judy

Donna875
Level 1
Tasmania, Australia

Can't locate them anywhere yet people pay their accommodation fees through them.  Dodgy me thinks!

 

Dodgy AF. We just got scammed for $3000 by AirBnb

Emelie14
Level 1
Campbelltown, AU

Please cancel the credit card transaction for  Vivaldi Residences at Cubao, Quezon City as this was not the one I was paying for. I was booking for the Vista Hotel in the same area and this practice  is unacceptable. Please help me urgently so I could make another booking. I saw that my credit card transaction was processed wit this address.
Find also the letter from the bank and hope you contact them asap.  
From Emelie Guntan
 

No the place for your situtation. Call them, they are very helpful.

Robin4
Level 10
Mount Barker, Australia

@Emelie14 

Emelie, I am sorry you have had this experience and I hope it can be sorted out quickly for you.

 

I can't quite understand how your credit card ended up paying for a reservation you did not authorise. Has your card been stolen and used fraudulently by someone else, or had you been looking at two properties and inadvertently booked the wrong one?

 

In any case there is nothing we can do here on this Community Centre. We use Airbnb but, we don't work for them or have control over other peoples accounts. We are simply Airbnb users, not employees.

 

You will need to contact Airbnb on the Australian number. If you are calling from Campbelltown in Sydney it will be a local call and that number is 8520 3333. If you are calling from Campbelltown in Adelaide or another population centre outside of NSW the number will be 02 8520 3333.

Call that number and I am sure they will be able to quickly sort this out for you.

All the best.

And for those here who would like to know the address of Airbnb Australian office it is.....

 

Level 4 60-64 Reservoir St, SURRY HILLS, NSW 2010

 

Cheers......Rob

Sarah977
Level 10
Sayulita, Mexico

@Emelie14  this is a discussion forum for hosts and guests. No one here can do anything about your booking-. you need to contact Airbnb directly.

Renae23
Level 1
Lennox Head, AU

HAs anyone called a government agency regarding misconduct by AirBnB? I have been dealing with them for months over malicious damage to my property. The compliant first started whilst the guest was in my house. Now, I am told 60 days has past and I am unable to proceed with a claim through the resolution centre BUT in all that time AirBnB have bounced me from one Case Manager to the next providing "standard" answers to questions, no accountability, no integrity in their reply and no advice that 60 days was the deadline. Yes I spoke to dozens of Specialists and Case Managers and NOT ONE could advise you only have 60 days to process the resolution. It could have resolved by ONE person taking accountability and dealing with our CASE.  It makes a strong case for using Property Managers from a local Real Estate.