Review Time
Have been waiting on their reaction on an appeal I've sent...It's been 22 months and they still haven't responded.I can't contact them via their website, because I am still waiting on their reaction; even though they state that they respond within 7 days.Would definitely not recommend their customer service
I have been using Airbnb for 12 years but so wish there was a good alternative. Customer service is absolutely useless, even harmful. As a guest, I was scammed by hosts and the customer service in fact facilitated that. As a host and guest, I have repeatedly experienced that customer service attendants lack basic reading comprehension to understand and respond to simple questions.
I never had any issues with Airbnb until I ran into a horrible host who never even met me, yet still wrote a completely false review saying I was rude, dirty, and had broken things - none of which actually happened. After reading other reviews, I realized this host pulls this stunt regularly (presumably to get compensation from Airbnb), and other guests said they’d been hit with the same random accusations out of nowhere. What shocked me most was Airbnb’s reaction: they didn’t support me, didn’t even try to find out what really happened, and simply told me they “allow freedom of speech,” even if a comment is totally incorrect, because they can’t verify it. After many trips with Airbnb, I guess statistically I was bound to run into one inadequate host, but the fact that Airbnb didn’t care at all was a huge disappointment - and from that point on, it’s been Booking.com for me. People in my environment were shocked about it too - I showed them my emails with Airbnb - so for them Airbnb is also never again.
I’m sharing this because after 9 days I’m still not getting any real help from @airbnb.My daughters and I moved into an apartment in Barcelona for a 3-month stay. A week later, in the middle of the night, a woman (and possibly others) repeatedly rang the intercom, got into the building, and tried to reach our door. We ended up locked in the only room with a key until the police arrived.Since that night, one daughter has been too stressed to return. I had to take both girls back home temporarily, and I’m now staying in a hotel while also paying rent for a place we don’t feel safe in.I’ve even offered to pay for 2 weeks if they’ll just cut my contract short — but there’s been no response. The “Safety Team” keeps sending template replies saying the case manager is away. The only option they’ve mentioned is a standard cancellation, meaning I’d still pay for more than 1.5 months despite only sleeping there for a week.I’ve been a loyal Airbnb host for 15 years with a 4.6⭐ rating, always prioritising my guests’ safety and comfort. As a guest, I feel completely abandoned. No one has addressed the host’s failure to disclose ongoing issues in the building, or the serious impact this has had on my family.Please, @airbnb, handle safety incidents with urgency and fairness. Guests deserve better.
Terrible experience. We rented and paid well for a home in Rome. We are excellent tenants. I followed up with the host before I posted my review and she thanked us for cleaning the apartment and being good renters. I gave the host a 5*. Seems the host never finished our review and although I spoke to air bnb which I can post copies of their response that we have 5 rating something on their website had us getting declined without them understanding why. I have asked for their help to correct but only received apologies and less desirable rentals after over an hour of my time. At this point if they don’t make good on correcting I will never use them again for personal or business
I had a terrible experience with customer service, and with the guy who was renting his small apartment. I needed to go out of town to stay in an apartment for a week, and decided to go for one of the houses. The process was like always, but the guy who was renting started to back up, and disappear. He didn’t respond to phone calls and messages. I tried to contact the customer service to understand what I have to do, but the answer took so long. Please, take more people into your support stuff or do something with the speed, because the situation was bad, and I was sitting there for hours not knowing which step to take next…
We stayed at a property. On arrival we were informed by the host that some of the mosquito nets were damaged. When we left the host put in a claim for the damaged nets and Airbnb just took their word for it and requested that we compensate the host. We unfortunately did not take photos on arrival. This was a host who advertised the property with a washing machine when there wasn't one and who also told us on arrival that we had to pay an additional 64 euros despite not advising us of this in advance. I would not advise staying at an Airbnb property. It was very stressful and impacted our holiday. The host visited the property daily (despite us renting the whole property) and requested the reimbursement of the nets while we were even staying there.
I had to contact Airbnb as my recent trip did not meet my expectations on may levels - the host's problem I may add. Airbnb handled my concerns with extreme empathy, kept me updated and even called me. My issue was resolved within 36 hours of me first raising the issue. I found this style of customer care to be outstanding. Thank you, especially Minhaj & May (Case manager) for really helping me to go from unhappy (due to my trip) to happy. ☺.
Booked accommodation for 8 of us to stay near an event we had tickets for over 6 months in advance. About 7 weeks before the booking, out of the blue, got a message to say that the booking had been cancelled. Airbnb offered 3 alternatives - 2 were for 6 people, 1 was for five and all were over 40 miles from the original booking.....so basically inappropriate. The only places available near the event were more than £900 more than we had already paid!!! Airbnb offered me a £26 discount as a good will gesture!!!So the booking was cancelled but Airbnb would only refund in gift vouchers. I don't want to book anything with them again. The customer service is awful. But they've basically got me over a barrel! I either book again or lose all my money. Ended up having to pay again for different accommodation through a different service and wasted hours of my life trying to get my money back from Airbnb to pay for it, to no avail!!! So in effect the weekend cost me twice as much as budgeted for!
Was part of the group of 7 people who stayed at this place. Everything about this apartment was a lie, most things broken and not working on the place, smelled like weed, a/c barely working, refrigerator broken, toilets wouldn’t flush, every piece of furniture was broken in some way. The worst part was that it’s located in the worst part of town, and a very unsafe feeling all around the place. Could go on for hours about how bad the experience was… 1300 Crossing Place 522Austin, Texas 78741United States of AmericaI will never use an Airbnb ever again in my life. Can only hope someone will learn from our mistake.
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