Communication

[Brenton23]

I need advice on how to contact Airbnb in my own country. The number for Australia gets answered in India and they are unable to comprehend what’s going on. They just keep repeating the word policy. I have asked them to have someone in Australia call me but I’m told that’s not possible. I then asked for a number for America and was told an American would answer, if course India answered. Same with Dublin. I have tried more than 30 times and I keep going around in circles. Mistakes were made and they are covering up

[Emilie]

Hi @Brenton23, 

Have you managed to find a solution with the Support team?

If not yet, please tell us a little more about what it is you need help with, and other hosts might be able to share more advice 🙂

Thanks,

Emilie

[Brenton23]

Where do I start! @Emilie 

chasing a refund basically and the host is refusing. We checked in and stayed 1 day out of 4 as the place was filthy. There were even ****** stains in the toilet upon arrival that’s how bad it was.  My wife received an electric shock from the hair dryer also. Evidently this is acceptable and my standards were too high. The host also gave me a bad review for complaining. Airbnb won’t even remove that despite photos provided. This was in Paris by the way the host trades as rent a room . When we checked out there was hookers out the front in the street. I think these rooms are rented by the hour more so 

[Frances3408]

@Brenton23 . Hi Brenton, I'm an aussie host and we get the same routing, depending on what time of day we call. There is no Australian based call centre. 

So I'd focus on alternate contacts for Airbnb, firstly via their social media links then IN WRITING with a request for compensation via a legal letter if that doesnt work. That forces Arbitration.

I did find the host's response to your review unsympathetic "No need to bother writing this bad review, Airbnb is aware of what happened" They appear to be a very large host organisation with many listings so its possible a scheduled cleaning was missed? What was the cancellation  policy?

The host's overall rating is only 4.58 and they are not a Superhost (which can be less meaningful  but does demonstrate consistency over time). You may have been unlucky with the listing you chose, given previous guest problems  mentioned in reviews.

But its good you were able to have your review remain and it will help other guests in the future.

Hope this helps. Good luck.

[Brenton23]

Thanks and yes my review remained but the review the host gave me they won’t remove. It was definitely our last Airbnb we have stayed in 23 places this is our last. Cleaning wasn’t missed just ignored the bed was freshly made. The spare pillows in the cupboard had no pillow cases and terrible stains on them. It was a real disgrace. I’ll post an actual letter to head office 

[Matthew1608]

It's not possible to speak with anyone at Airbnb besides 1.  A chatbot  2.  An Indian Human

That's what you get.

[Brenton23]

Correct and sadly there is no comprehension