Airbnb customer support complaint

[Szabolcs14]

Yes, i would like to complain about the customer service of Airbnb and I would like to delete my account . I cant work with people with so many mistakes and not taking care of us
I have 38 reviews - generally positive , but the way you treat your partners is not acceptable. Anybody else experiencing arrogant - not polite and mainly NOT FAIR customer support issues? 

[Bhumika]

Hi @Szabolcs14 ,

I am so sorry to hear about your experience. 

Are you looking for help regarding a particular situation? If so, it would be great if you can share your concerns with our Host members as well. Maybe they can share their insights into your situation.

[Szabolcs14]

@Bhumika 

Let me share with you what happened. The guest arrived  - he suppose to stay for 5 days. Already at the check in he was very strange. He booked for 1 person , but he had suitcases for 3-4 people. All beds were used at the property, he was really *Strange* After the second day , he started to complain about the speed of the internet. He wanted to attend an online meeting , the speed we had was not enough for him.  He contacted us, I was proposing him an internet coffee next door. I thought the issue is solved. He stayed also the second night and the third day his entire reservation was cancelled - free of charge of course. The Airbnb ambassador told us, that they have the right to cancel the reservation. - The guy left the property only on the 3rd day, we had him for 2 nights for free, the apartment was completely dirty, we had to clean it - with zero compensation. The ambassador did not even listen to us, written complain was answered with two sentences. It seems that this platform is not protecting the host at all.

[Jim1464]

I have an issue with Airbnb's support as well.  You are right, they do NOT protect the host at all and have resorted to corporate greed.  We have a week in the summer that I needed to block out.  I have the booking window set to 6 mos.  In the past we could not block out any days or weeks until that booking window opened.  In the past I checked just about every day as it neared closer to that week to block it out.  The day it opened someone made a reservation.  Within SECONDS, I contacted them and said I'm sorry I can't accommodate during that week to allow them to find another place immediately.  Also this is 6-7 months they were reserving from the time they made the reservation so they would not have any problems.  They were fine with everything and thanked me for contacting them quickly.  What I did wrong was to cancel instead of asking them to,  however the situation is exactly the same so it shouldn't have mattered.  As a result Airbnb charged me 66 bucks and punished me by permanently blocking the week so if my family who is staying there as they do every year, does wind up not being able to make it, I am punished by not being able to rent it at all (at least through Airbnb).  I contacted them and told them about the circumstances and they just read their script and use the same excuse that all corporate crap does about "policy and guidelines".  It's an absolute joke.  The hosts are the main ones keeping this business going.  Without hosts, they wouldn't have guests.  They DON'T protect us!  I went through the whole 9 yards with them on waiving the fee because I DIDN"T know you could NOW block out days before the booking window opened, AND when I did try the suggestions they gave me, it didn't work.  I can see if I was a repeat offender of canceling, but THIS WAS THE FIRST TIME this happened, and I did what I've always done for the past several years, was to go in immediately when the window opened and block those days.  They kept telling me "if you had called to ask - if you had called..."  I NEVER needed to call in the past about this issue, so why WOULD I have called???   Then when I do call,  they don't do anything to "help".  Support is a complete joke and all they do is read their script, use a bunch of scripted excuses, and can't think for themselves about the "Circumstances" and "Host Status and History".  **bleep** shame this company has apparently taken to corporate greed...  I have done the same with my listing...

[Jim1464]

I have an issue with Airbnb's support as well.  You are right, they do NOT protect the host at all and have resorted to corporate greed.  We have a week in the summer that I needed to block out.  I have the booking window set to 6 mos.  In the past we could not block out any days or weeks until that booking window opened.  In the past I checked just about every day as it neared closer to that week to block it out.  The day it opened someone made a reservation.  Within SECONDS, I contacted them and said I'm sorry I can't accommodate during that week to allow them to find another place immediately.  Also this is 6-7 months they were reserving from the time they made the reservation so they would not have any problems.  They were fine with everything and thanked me for contacting them quickly.  What I did wrong was to cancel instead of asking them to,  however the situation is exactly the same so it shouldn't have mattered.  As a result Airbnb charged me 66 bucks and punished me by permanently blocking the week so if my family who is staying there as they do every year, does wind up not being able to make it, I am punished by not being able to rent it at all (at least through Airbnb).  I contacted them and told them about the circumstances and they just read their script and use the same excuse that all corporate crap does about "policy and guidelines".  It's an absolute joke.  The hosts are the main ones keeping this business going.  Without hosts, they wouldn't have guests.  They DON'T protect us!  I went through the whole 9 yards with them on waiving the fee because I DIDN"T know you could NOW block out days before the booking window opened, AND when I did try the suggestions they gave me, it didn't work.  I can see if I was a repeat offender of canceling, but THIS WAS THE FIRST TIME this happened, and I did what I've always done for the past several years, was to go in immediately when the window opened and block those days.  They kept telling me "if you had called to ask - if you had called..."  I NEVER needed to call in the past about this issue, so why WOULD I have called???   Then when I do call,  they don't do anything to "help".  Support is a complete joke and all they do is read their script, use a bunch of scripted excuses, and can't think for themselves about the "Circumstances" and "Host Status and History".  **bleep** shame this company has apparently taken to corporate greed...  I have done the same with my listing...

[Mike-And-Jane0]

@Szabolcs14 Do you have an alternative plan instead of using Airbnb?

[Szabolcs14]

80%+ of my reservations are coming from Booking.com