Hello,
As I'm sure many on here do I use Airbnb as a traveler...Unfortunately the customer service has been so bad of late I am probably going to stop.
It seems if there is an issue all support does is email the host and ask for a refund. If the host refuses, you have no recourse.
As an example, I recently booked a place in Austin. I'm attaching pictures here. It was clearly marked self check in with a lockbox. Airbnb clearly states (https://www.airbnb.com/help/article/1207) that self check means it is available ANY time after check in and if someone is needed to be there to check the guest in they should be available 24/7 to check the guest in.
Well this particular host listed the apartment as 'Self Check in with a lockbox'. I booked and thought nothing else of it. Then about 5 p.m. rolls around and I'm told the host is no longer available to check me in. Apparently, buried in his house rules, he only allows a 2 hour window from 3-5 p.m. to check people in. Otherwise you simply don't have a place to stay, and you don't get a refund.
I thought this was pretty crazy but assumed I would get a refund. The host said 'no'. Then I asked Airbnb support to help. Apparently all Airbnb support does is message the host and ask if they would be nice enough to refund the money. Of course the guy said 'no', he has no incentive to refund it if Airbnb will not make him. He even told support that 'it's hard for his employee to drive back to the apartment after 5 p.m.' and that's why I couldn't get let in (again the entire point of Self Check In with a lockbox is to avoid this), and his story is in direct violation of Airbnb's own definition of Self Check In. I showed Airbnb support their own article on what 'Self Check In' means and they kept saying 'his house rules say 3-5 p.m. check in'.
I am at a loss here. People literally search by 'Self Check In' for the entire purpose of having flexibility of arrival time. To me this is false advertisement. And Airbnb support literally would deny my claim even if the guy had a 15 or 30 minute window to check in 'or else' based on their logic.
Anyway, I have been unsuccessful escalating this past anyone in the overseas support office. And the people there are just programmed to ask the host for a refund, otherwise throw their hands up and refuse to help. It's the most meaningless customer support I've seen. Anyone can message the host. That didn't work, which is why we reach out to support ha.
I've been a Superhost for most of 5 years with my own listings, and haven't had any issues with Airbnb until the past 6 months. If I'm a host though, and I know support is doing almost ZERO to support guests, then I know I can get away with anything. And I've been seeing that first hand myself during travels.
I'm currently out the money on this listing, with no help in sight from Airbnb support. Just had to book a hotel instead last night on my Uber into town. Anyway, if anyone has any thoughts (or connections to someone who can help) I'd love to hear them. Maybe I'm the crazy one, but to me 'Self Check In' means 'Self Check In'.
**[Image edited to remove personal information - Community Center Guidelines]
