Hi everyone,
I’m hoping someone here can offer guidance or share what’s worked for you when Airbnb customer service isn’t responsive in an urgent situation.
My husband and I are currently staying at a listing that turned out to be a bait-and-switch — the location and property details were not as advertised. When we reported this to Airbnb last night, the rep said she was going to call the host directly at 11 p.m. to “talk through the issue,” which felt very unsafe. It doesn’t seem appropriate to involve a host who has already been dishonest.
Today, things got even worse. When we returned to the property, we found that the neighbor is in an ongoing feud with the host about the parking area the host told us we could use. We tried to stay calm and move our car, but the neighbor and host started arguing outside. It’s an incredibly uncomfortable and unsafe situation.
I’ve tried calling Airbnb multiple times for help — I’ve been transferred around and even told I couldn’t speak to a supervisor. We’ve paid over $1,200 for this booking, are over 500 miles from home, and currently have no safe place to stay.
I’m asking for advice on:
How to escalate when frontline support won’t connect you to a supervisor.
Whether anyone has successfully gotten a refund and relocation for a misrepresented and unsafe listing.
How to document this to protect ourselves and warn others about this host.
I don’t want Airbnb to involve the host further — I’m just looking for a resolution and for others to stay safe.
Any insight or suggestions would be so appreciated.
