Review Time
The booking experience was frustrating. When I attempted to pay using a digital wallet, it indicated that it couldn't verify my identity, preventing the completion of the booking. I tried again, but it required excessive personal information and photo ID, which I provided. Although the booking finally went through, I ended up being charged twice. The process was confusing regarding the dates, leading to two separate charges for what I thought was one booking. After I submitted a review for my second booking, I realized it was for a different day, which caused further issues. The platform was unhelpful in resolving the refund for the unused booking since my review was linked to the incorrect date. Overall, the booking experience was poor, and the accommodation was noisy and not up to expectations. I cannot recommend this service due to their lack of support.
Having hosted for about 14 years, I've unfortunately faced numerous problems with guests, some of which have been quite severe, including a physical assault. The platform often seems to lack accountability. In my view, the service does not genuinely prioritize the safety and well-being of hosts or guests, focusing instead on maximizing profits. They frequently allow guests to make blatant false claims without proper investigation or consequences. This lack of fairness and support has significantly deteriorated over time. I have doubts about the sustainability of the current model and hope an ethical alternative emerges soon—one that values fairness, accountability, and the individuals who keep the system running.
I was recently notified that a review from a guest with whom I had a terrible experience has been removed. I was under the impression that only I could initiate this removal by completing a form. However, it has been taken down without any clarity on the reasons behind this decision.
I have been utilizing the service for the last ten years, and my latest stay was in Japan, where I faced some challenges. I reached out to the host for assistance, but sadly, I didn't get any support. Ultimately, I contacted customer service, and they were very responsive. After submitting my complaint, I received a call from the support team almost immediately. They addressed the issue quickly and provided a fair refund as a voucher. Overall, my experience with the service over the past decade has been outstanding. This is the first time I've encountered a problem with a stay, despite having used more than twenty different listings on the platform.
After five years of smooth experiences, I've lost trust in bookings this year. Our accommodation was canceled just a week before arrival due to "issues with the property description." Thankfully, we found an alternative. Then, I made a booking for next year, but the host declined it, stating they only rent weekly from Saturday to Saturday, which was not mentioned in the listing. I entered my dates for four nights, and the property was marked as available. The host apologized but shifted the blame to the platform for the confusion. Now, we have no booking and are waiting for a refund that could take up to five working days. Very unimpressed.
They charge high rates for calls to support, resulting in a £35 fee for a 5-minute call to the US without prior notice. I received a coupon for a booking that promised a full refund if canceled within a specific timeframe, but the platform refused to refund the £200 voucher, claiming it was non-refundable. They seem unaware of UK consumer laws regarding misleading conditions. Quite frustrating.
I requested support, receiving two responses within ten minutes. I didn't reply to the first, so they sent a follow-up, which felt unnecessary. Living in the UK, I found their timing inconvenient, as their reply came at 2 AM! Language barriers were evident, leading to misunderstandings and rude responses. I booked a weekend trip with my daughter that was later deemed invalid by the host, despite it being available. Overall, I feel the host is untrustworthy and the platform is more focused on collecting money than resolving issues.
As a long-time Superhost contributing significant revenue, I am appalled by the corporate support structure. The experience reveals a system that prioritizes automated responses over proper policy enforcement. The platform disregards documented evidence of guest fraud and provides unprofessional support reliant on AI rejections. They protect fraudulent guest behavior while failing to support valuable Superhosts. This highlights a severe systemic issue, as there is no protection when needed most. Urgent reforms in support management are necessary.
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