I have spent over 180 days in Airbnb's on 3 different continents in the last year and am one of the most loyal customers.
My host was hosting us in an Illegal listing in New York City and the landlord found out and started harassing us. The Landlord asked us to LIE and tell him we were his friends and that his sister was staying in the other bedroom. I felt terribly uncomfortable about the whole thing and contacted airbnb and shared what was going on and asked if I cancel, would I be charged anything else.
As you can hear in the recording, the support rep told me 4 times I wouldn't be charged and they charged me another $1,800. I recorded it in case this situation happened.
I have spoken to 7 reps now (i'm counting) over the last 5 days. The manager of the support team listened to the call and said he did hear the employee say that 4 times. My case has been passed off to 4 different people now who keep telling me they will follow up and no one ever does! They keep pushing this down the line.
How do you treat loyal customers so terribly with this type of support?
Here is the link to the recording where they cold me 4 times I wouldn't be charged:
**[Private conversation removed in line with the Community Center Guidelines]
