Poor airbnb support with booking cancellation

[Danila47]

Terrible communication and level of support @Airbnb. Host cancelled reservation on the day of check-in. Reservation was made in advance and had a very good price-value qualities. Recently I've had similar experience with adequate amount of help and compensation, this time i was unlucky. I believe it's the matter of specific support manger that is being assisted to you. This time my manager was rude, not responsive and generally unhelpful. 

I was having a weekend with my friends in Batumi and discovered cancellation only on my way to Tbilisi . Manager offered a coupon for 25 USD and full refund within 15 days. He also suggested alternative options for accommodation but they were either much worse or significantly more expensive. I was shocked when manager suggested me to look apartments by myself if I don't like what he had suggested. But how possibly could I like his alternatives if they were completely unsuitable and you are being offered only 25 USD compensation that is not enough even for one night at places suggested by manager himself? When you need urgently find a place to stay and there's nothing you can book with the same price, compensation of 25 USD coupon seems like a bad joke, definitely not like a real help. Last time alongside with coupon I was suggested to cover up 30% of difference of new booking and expenses for a meal while looking for a new place to stay. That's an example of a good service and support. Now I was told to look options by myself and be happy with a coupon. Simply it's rude and just a bad service. 

Most irritating is that there's no communication channels to resolve such cases quickly and effectively. 

[Oleg142]

If it's true, than it's very sad. I was lucky to avoid such situations, but if a small coupon and a refund within 15 days (!!) that's all you get, then it's really poor. Hope you will solve your problem 🫡

[Daria260]

Sounds like a very stressful situation and inadequate service. There is definitely a better way for Airbnb to solve this problem  

[Anastasia400]

It's a shame big companies chooses to act in such a way with their customers. I hope Airbnb can be accountable for the poor reaction, review the decision and offer a more adequate compensation

[Branka-and-Silvia0]

I know that now is too late for you and I hope you find some solution.

But.... I suggest all guests to save the phone number of their host at the time of booking.

In case of cancellation, contact your host to confirm it was really him who canceled and ask him if he could help you find another accommodation ( hosts often know other hosts in the area)

Airbnb sometimes cancels the booking by itself for various, sometimes unjustified reasons and tells the guest it was the host who canceled. In that case, it is impossible to contact the host through the platform so, having the host's phone number saved is important.