When I needed support the most, after having to leave the accomodations I arranged via Airbnb due to sanitation and safety concerns with the property, Airbnb left me hanging in securing a new place to stay. I provided them with pictures.
I was offered places to stay in Detroit, when my stay was scheduled for Ann Arbor. I was told at 6pm on 3/12 I would be sent a coupon to cover the difference between the booking I had made and another listing in Ann Arbor that I found on the platform and sent to support, it was the cheapest option available by far.
The last minute booking, that I am currently staying at, is inferior. I had arranged for a private apartment and now am in a shared unit with 5 other rooms.
After talking with support at 6pm on 3/12 I waited until about 9pm before finally caving and buying the booking on my credit card. I messaged the support line 10+ times with no response during that three hour period asking for updates, and received none.
At 4:22am on 3/13 support finally responded, almost 12 hours later, saying they could not give me a coupon large enough to cover the difference in the bookings. The emergency booking I had to make just to have a place to stay.
Everyday since (now 3/15), I have been trying to get a resolution from Airbnb. Finally today a "supervisor" said he can give me a partial refund of $350 to help offset the cost, it is not enough. The difference between the original booking and the emergency booking was $600. I need the full amount.
What was I supposed to do until 4:22am when support finally responded to me? Wait outside with my luggage in the below freezing Michigan weather? I have asked multiple times, and the "supervisor" said I did the right thing in making the booking and that Airbnb is at fault for not responding quickly to my messages. Yet, he was unable or unwilling to give me a reasonable refund to cover the difference in the fares.
I planned this trip months in advance, at the time I made the booking there were dozens of options at reasonable prices. The only reason I ended up with such a bad accommodation at such an unreasonable price, is because it was made as an emergency the day of the booking. Furthermore, dealing with the Airbnb support team has been an absolute nightmare.
