I am writing to report a serious service failure that occurred during my recent trip to Manchester, concerning a booking made through your platform for the nights of July 11 and 12, 2025 (check-out on July 13), at a total cost of €96.91.Unfortunately, despite the host having a verified profile on Airbnb, they turned out to be unreachable and presumably fraudulent, as we were unable to access the accommodation in any way. I immediately contacted your customer support via chat and phone starting at 3:30 PM on July 11 and remained in contact with several agents for many hours, but no concrete solution or alternative accommodation was provided.Only around 9:00 PM—after more than five hours of waiting—my partner Luca Bozzoli (who was with me) and I realized that no effective support would be offered. We were therefore forced to independently find accommodation for both nights at the last minute, securing two different hotels due to extremely limited availability in Manchester that weekend. The total cost of the two nights was €261 (as shown in the attached booking receipts: £125 for the night of July 11 and €118 for the night of July 12), which is more than double the original booking price.We later received an offer from you consisting of:a 30% discount on the original booking amount;a potential $50 reimbursement for lunch, upon presentation of a receipt.However, this proposal is entirely inadequate in relation to the economic and logistical hardship we experienced:we were left without accommodation for hours in a foreign country, incurred significantly higher costs, and your customer support failed to resolve the issue, forcing us to manage the situation on our own under emergency circumstances after hours of delays.Therefore, I am requesting a full reimbursement for the two hotel nights we were forced to book independently (documentation attached), in light of the serious service failure and Airbnb’s direct responsibility in failing to resolve the issue.I await your response. In the absence of a satisfactory reply, I reserve the right to submit a formal complaint through official channels, including consumer protection organizations and dispute resolution platforms.
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