YOUR CHILD WOULD HAVE HAD TO HAVE FALLEN DOWN AN OPEN STAIRCASE TO HAVE A VALID SAFTEY COMPLAINT!!!!Clearly outsourced complaints team who have no interest in assessing complaints and purely refer to the hosts cancellation policy. There is no formal complaints process and they force you to waste so much of your time on holiday meeting their pointless tight timelines, where they then only reject your VALID claim anyway.Absolutely disgusted after 8 days of dialogue with Airbnb support and the host to be told that a totally open staircase on a first floor with no guardrails or banisters is not a valid complaints because YOUR CHILD DIDNT FALL AND TOU WERE ASSUMING THEY WOULD!!Having arrived at a property in Crete to find a totally open staircase on the first floor, we raised the concern with the host and Airbnb support within a hour who advised there was nothing they could do. Clearly, we were not going to take the risk with our 5 and 6 year olds and immediately, within 2 hours moved to alternative accommodation.Raising the complaint immediately and spending the next 6 days of our holiday following all the instructions of Airbnb in requesting a refund and raising the complaint. Today I was called by a ‘Senior Case Manager’ advising she had made the final call and I wasn’t getting a refund. She advised they were represented in every country of the world but when asked for a direct contact in the UK, said there isn’t one.She then reprimanded for allegedly only making the complaint today, which clearly showed they had not even reviewed the previous 7 days worth of extensive dialogue.Clearly Airbnb to not understand that safety complaints should be addressed before someone gets hurt and not after an incident happens!Absolutely disgusting customer service and Airbnb should be ashamed.
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