complaint against airbnb

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Beefy0
Level 5
Nature's Valley, South Africa

complaint against airbnb

I am getting seriously **bleep** off with airbnb.

Firstly, it is impossible - as far as I can find to contact them directly to lodge my complaint. It is like trying to find your way through a maze. Most user unfriendly. Secondly, my complaint is the number of emails I get all related to one booking. Everything is already done, dusted and confirmed with guests and I still get on average of 4 emails afterwards stating my time to respond is running out etc. etc.  Grrrrrrrrr - I am seriously thinking of cancelling my arrangement with airbnb if only I knew how? 

 

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Stephanie
Community Manager
Community Manager
London, United Kingdom

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329 Replies 329

As a so-called Super Host in the US, I have the same opinion of customer service.  They've responded quickly in the past when I needed help with the site, but now that I've been waiting a week to get a payout, I must not exist - or am lost somewhere in the system. 

 

4 days of calling and talking to a new rep each time explaining over and over again.  Even though I have a Case Number!   And each rep says I'll get a reply in 24 hours - but nothing.  So today will be my 5th day of calling - yes, I also contacted through airbnb Help page) - so many hours wasted.

 

Sorry about all of you guests being treated like this!  Not good PR!

 

This is exactly what has happened to me now. Did you find a better way to solve it? 

Your statement is 100% correct. I called three separate times and they all said a specialist will get back to me. Guess what...those are all lies! I have $4k booking cancelled due to covid and I got $0 from Airbnb even though I’m a super host. Also, there are no way to complain because they know there are no competitors out there at the moment...

Its investment time. Realtors need to collectively start our own company then, go international.

It's time for them to have competition. They are really have horrible business ethics. They don't need to be in this business. I will be uploading a complaint soon.

@Kelvin105  Refunds for COVID cancellations have nothing whatsoever to do with being a Superhost. 

But I agree that you and all hosts should receive infinitely better customer service. 

From almost all reports here, never, ever believe them when they say you'll get a call-back. You won't. I get much better and prompter responses when I message them about an issue- I never call.

The absolute worst customer experience.  I would never have guessed Airbnb could be this bad.  Seek help?  Follow their instructions?  Make calls?  Wait for an Answer?  Use the site Help line?  Talk to a rep that can't or won't help?  Be passed off to a specialist?  Get a case number?  Followup repeatedly with all the above for over 36 hours?  AND NOTHING IS DONE!  NOT A SINGLE PROMISE KEPT!  NOTHING!  NOTHING!  My case is still pending action, supposedly.  How would I know.  NO RESPONSE.  It doesn't matter that I'm a Super host with multiple properties.   It doesn't matter that my guest's vacation is hosed because of Airbnb's failure to respond.  And yes this is a Covid 19 thing, which Aribnb has mishandled from the very beginning.  Did anyone get a refund of the $25 million the founder promised for Airbnb's improperly cancelled bookings?  I haven't.  I'm so pissed.

 

Worst company I've dealt with.  Even worse than AT&T, and I thought they couldn't be topped.

Hi all community 

As superhost/various  listing service. I applied for grant/virus? 

Request  was not answered  as I guess only million  rentals were considered. 

But we as hosting community?

Could stop ALL wrong doing airbnb?

United drop share price? 

 

 

 

 

agree. I just had one phone call with them. Their instructions for me to get refund seems to be a loop. I cancelled my reservation within 2 hours' of booking and only got 80% back. The host obviously puts a false image about the room. But still, no solution. **bleep** it.

It is essential to read past reviews of both property, host and guests. If no good reviews, you know there is a risk.


@Deborah233 wrote:

It is essential to read past reviews of both property, host and guests. If no good reviews, you know there is a risk.


Not necessarily because my first Airbnb booking game rave reviews to The Host and only one girl said that it was a disaster that it was a nasty place in head roaches and everything and I thought that she was discriminating and just jealous but once I got there I found out that she was the only one that told the truth about the host and the apartment there was black mold around the bathtub caulking there were roaches as the girl said she was noisy with her customers because she was a beautician and she worked out of the same apartment that she was renting it was a complete disaster

My first stay through AirBNB was discouraging. I picked a place with 5 stars and she was a superhost. The I reviews were really great to. I did this hoping for a smooth stay but it was anything but. Definitely not what you experienced but she was rude, appliances were broken. Party in the unit till 5am and at first agreed and apologized but now she says it never happened. Telling me info on the other guest in the unit above me. After I wrote a professional reviews but accurate with leaving something's out like her personality and dirty dishes left from previous stay she wrote this spiteful review of us trying to stop anyone from ever renting to us. Then after I replied offering to show any future host our convo and mentioned about the party and broken appliances so maybe someone would consider us in the future. She started sending me a message calling me a liar, insulting me and just extremely aggressive.  I'm just really turned off from Airbnb even though I would rather support a smaller person then a large chain Hotel.

@Lacey41 I'm so sorry you had such a terrible first experience using Airbnb. That's just really bad luck. We should be able to go by past reviews, but it seems that not all guests or hosts are honest in their reviews, or maybe something has changed since the review was written. It works the same for hosts- there are some guests with great reviews who turn out to be nightmare guests, totally trashing the place out, disturbing the neighbors, damaging things.

I can understand that this would make you never want to book an Airbnb again, but honestly, there are many wonderful Airbnbs with wonderful hosts. I don't know if you did this or not, but I have found that the best indicator of whether a guest will be a good one (in your case a host) is to be found in their communication when booking and before arrival. I think many new to Airbnb guests just Instant Book a place and arrive without having bothered to exchange a few messages with the host. If you message a host when you IB, or skip the IB and send a Booking Request, introducing yourself, saying why you are coming to the area and what attracted you to their place, and asking any questions you may have that reading all the listing info didn't address, the response you get can tell you a lot. Is it friendly and warm? Did they answer your questions? Did they answer in a timely way, or did it take days for them to respond? 

If I were you, I would report this host to Airbnb for sending you aggressive, nasty messages after reading your review. That is just totally unacceptable and good Airbnb hosts would love to see hosts like this removed from the platform. They give us all a bad name.

Thank you very much for your response. I will definitely take your advice in the future. I've heard so many good things and I'll definitely give it another try next time if given the chance. Unfortunately for me it was my very first review but I did reply to her review to try to assure any host in future which is why she started messaging me. I did report it on my inbox but I wasn't sure if it was done correctly that's why I ended up on this thread. I know it's 14 days past my stay but she waited that long to post anything. Definitely not looking for compensation just didn't think that was ok what she did.

Hitasi0
Level 2
Elk Grove Village, IL

After I ask Airbnb host to remove diabetic needle from room Airbnb host send me nasty email saying I planted needle and traced me where i stayed before thru Airbnb platform and claimed without bases that other places also had needle and asked me to leave and threatened me that she will contact all host in area and no host will allow me to stay. Yet Airbnb have not done nothing rather they asked me health related personal question. When cleaner came to pick up garbage she learned my nationality so this is discrimination very aggressive and violation of privacy. I doubt Airbnb will do anything about it. if anyone here knows how to file complain please help me.   

I'm unhappy with Airbnb because they refuse to refund the service fee to me. I had to cancel my booking

almost months ahead of time  due to the virus  situation that I can't travel anymore. They still refuse to give it back to me and I lost my job as a substitute teacher. This is not right what they doing. I cancel my booking al.ost 4 months ahead  of time and they refuse to refund the service fee.