You Don’t Always Get What You Pay For
The first thing I will say is to ALWAYS use a credit card when booking a rental through the Airbnb app. I recently learned the hard way that Airbnb Support represents the host, not the customer. I booked a one night $400 rental in Big Bear through this app on August 4th of this year and after arriving at the place my wife, kids and I realized that the pictures on the app did not match up to what I actually paid for (it was false advertising). We immediately walked out of the place and I called Airbnb Support to tell them what had occurred. They told me that they would resolve the issue and get back to me regarding my concern. The next day they called and asked if I had taken any pictures of the rental and I informed them that Airbnb Support never told me to do any of that. They placed the burden on me to prove my case even though I never used the rental and called them within minutes with my concern. I could have gotten another rental that same day (I didn’t book the place till almost 6PM) for much less, but I based my decision on getting the rental in question because of the pictures that were displayed on the app (the place looked modern, clean and new; what we walked into was much older, lacked character and looked like some hotel room). I am still trying to get my money back, but let this be a lesson so that you don’t struggle as I have. Use a credit card and you will have dispute rights (I used my debit card).
Awful Customer Service
If I could give this company and this app a negative review, I would. I work in customer service, and I have never seen and will never try to emulate the kind of awful customer service I experienced with AirBnb.
I won’t get into the details because I’ve told this story too many times, but in essence, my host lied and claimed that my friends and I broke her air conditioning system and thermostat so she could charge us for the already-broken system. She also promised to refund us if we left our trip early, and—although we did—she refused the refund and then tried to charge us for the the thermostat (and at twice the cost of the actual unit). I contacted AirBnb about this promptly, and not only did they take weeks to answer me back, but they never had the decency to call me back and get my side of things (they only emailed after I complained about not getting a call despite my host getting a call from them). They took months to get to a resolution and their resolution, though vague and unclear, was along the lines of “your host doesn’t have to refund you, and you can solve this on your own.”
So, basically, my host and I got into a predicament which AirBnb refused to solve. I believe that their only reason for not wanting to handle this in my favor is because this host rents out multiple locations through AirBnb, and so she is more of an asset to them than I am. I hope this review helps them to see how awful that logic is.
I live in washington DC, on February 1rs I make the reservation for miama beach through the Airbnb application. I received my confirmation from the hotel that was available, they took the money from my card and everything was ready. My group was 8 people, we rented a van , we requested day in our job, we plan dates and place to visit mejor of our hotel. etc. ..., we were happy and excited about our trip to Miami Beach, Our reservation was from February 12 to 15. On February 10, I received an email from the hotel that they are over book and they just tried to cancel my reservation and return the money. JUST 2 DAYS BEFORE OUR TRIP. I contacted Airbnb to solve the problem. what they did were cancel my reservation and give me back my money. Looking for another list far our original place of reservation. Otherwise if we keep the same place we have to pay more due to dates. How that can be a great solution? In short, what they offered was to keep looking for places which were no longer available in the place of maiami beach. Anyway, I don't understand why arbnb allows hotels to cancel at the last minute and they can't do anything to help me. What kind of company are they? We lost time, money and our excited trip. I’m still waiting for an real solution. they didn’t give a real solution. Just return the money. I’m really frustrated about Arbnb. They are unhelpful.
DO NOT RECOMMEND THIS APP!!!
I had the worst experience ever! Every year my family makes plans to go out of town to celebrate Christmas, this year we decided Orlando, FL. I heard about AirBnb and decided to check it out. I reserved a house for December 27-January 2 and reserved it on August. I get a text a week before the trip saying the host canceled the reservation. The host didn’t let me know the reason and just canceled. I try contacting the host and he didn’t respond to my calls and text. I call customer service and they tell me it was an emergency and that my money is going to be refunded in 5 to 10 business days. They didn’t give me an explanation at all. I decided to get another house that was $1000 more, but I was ok with it since I had everything paid for and family from another country was coming. 2 days before the trip I get a cancellation message again about my reservation on the new place. This host was decent enough to tell me that he canceled due to the days I reserved for were already booked. Apparently Airbnb showed available rooms that were not really available. Called customer service and they didn’t give me any solutions, just sent me listings of places that were already not available or $5000 more in price. Give me a $200 coupon like that was any help at all. I’m never using this app again and I recommend you do the same.
So I signed up and attempted to book for the first time about a year later. In the mean time I had canceled the credit card I signed up with. So I attempted to book but it failed because of the credit card. I got an email, a text and a message through the app telling me it failed. I clicked the link in the email which opened the app but there was no indication of how or where to update the credit card. I finally found it, not in account settings, but (strangely) on the page of the failed booking. There was no option to remove a payment method nor to update a credit card. However there was a button to add a new payment method except the feature would not load. I just got the white page and the little animated dots. I tried restarting the app, restarting the phone, updating the app, and tried it on WiFi and cellular all over the course of about 12 hours. Nothing worked. So I logged into the website. There I found an option to delete a payment method but incredibly there was no option I could find to add a payment method. So I contacted customer service. The replied to my message at 4AM the next day but gave me no helpful information. I replied, but didn’t hear back from them for three more days. By then I had already booked with a normal hotel which, of course, was no problem. Good riddance Airbnb.
Why yes, I would like to stay 30 minutes away from my destination
Something is wrong with the search engine airbnb uses. I put in a City and great, there's like 800 places to pick from. Problem is that most of these locations are 30 minutes away from where I actually want to be. As a traveler, this is mostly inconvenient. So then you have to waste your time checking through each posting to see which one is actually close to where you want to be. Please add a distance filter from the city center to fix this mess. Other room finding applications know how to manage distance, so airbnb is way behind.
Aside from that, either the posting is falsified by the host or the engine is misreading metadata, but some city locations at the top, don't match what is on the map. I feel like this must be the host lying about the location to try and get people to go to their location, but airbnb should just pull the city location from the map. If it does already, then it's broken.
Lastly, an enhancement request to the usability. Since I travel to the same place many times, I'm looking at the same locations a lot. Of course I have my favorites, but I'd like an opposite list of locations to avoid. Maybe I read a bad review or the neighborhood was not to my preference, then I don't want to have to figure that out each time I run a search.
Helping hosts with their problems is like 10th on their list
By Sick of Matt B
Long story short. Had an issue with a guest. Reported it. Had a hard time with the representative because half of them either don’t understand you, or are condescending, or just plain don’t want to help you and want to transfer you to some other department that has nothing to do with your issue. They proceeded to escalate it, insisting that they couldn’t help me right then and there like they always do. I’m sure that’s on purpose. Then contact me three days later, the issue still going on, but get this. They contact me at 4:19 in the morning, and tell me that I have until 8 AM to call and talk to a representative. In America. They had the nerve to tell me that I had until before business hours to talk to someone. A lot of people in this country know that it’s illegal for a company to contact a person outside of regular business hours. But apparently Airbnb hasn’t told their call center which obviously doesn’t operate in America. That’s just crazy to me. But I guess when they start getting lawsuits for contacting people at ungodly hours they’ll change their policy. Because they don’t see anything wrong with waking me up at four in the morning and telling me to reached out to them by 8 AM in the morning when I’m exhausted and I have things to do the next day. I’m going to switch platforms.
The absolute WORST customer service!!!
I am truly so disappointed!!! My family is going on a vacation in few days and we booked a stay which we had to cancel because of misleading information by the host. But, the host was willing to give a full refund once airbnb reaches out to them. We spoke to the customer service representative and we WAITED FOREVER for them to pick up. They picky up finally and tell us that they will message the host so that they can give us the refund. BUT the host is messaging us saying that they never received any messages from Airbnb. So what is the representative doing to help? So the next day we called the customer service several time and each time being on hold for over 30 minutes. This man tells us that he will transfer us to the team specialized in refund and cancellation. We wait 40mins and this woman finally picks up only to tell us that there is nothing she can do. And she hangs up on me! What is she being paid for?! To hang up on the guests who waited 40mins to finally get some help?! We were bounced from one rep to another but here we are few days away from our vacation and we have an unconfirmed refund, no stays since we can’t book another place until this one is confirmed in addition to having to deal with the absolute worst customer service and no answers to any of our concerns.
Great service - serviceable app
I have used AirBnB between 3-4 times per year for travel. It has been a great service and rarely have I been disappointed with the homes, cabins, and condos we have enjoyed over the past couple of years. The app, however is lacking not so much in its function but what it provides for searching options.
One of the first things people search for when booking accommodations besides location is the room type. And part of that is what type of bed. I can search for number of bedrooms, number of beds ... even the bed height as an accessibility option, but not the bed size (!?). Thinking it was just me not being savvy, I find multiple posts on AirBnBs own forum of people who have raised the same issue over the course of the past 3 years. Devs, if you read this, please review the basic filtering and sorting options for this app and add this as a feature request for your next agile sprint or whatever you do to update this program. I appreciate your respect for those who need accessibility options, but the rest of your customer base might appreciate a fundamental filtering feature added, that literally every other travel and booking site uses as a base feature.
Don’t stay with AirBnB
By Ashley K05
I am very disappointed with Airbnb. We had an ant problem in our house, and when I tried to resolve it with the host, she turned on me and blamed us. She said she went above and beyond and that is just not true. Since we didn't think to "document" the ants, Airbnb took the hosts' side of the conversation. That is so wrong and has made me never want to use Airbnb again. While the host insulted me as a person and said I was too demanding and minimized what actually happened, Airbnb was no better. They said they had to side with her because I had no pictures. I am sorry but who thinks to take a photo when your hand is covered in ants, and you are just trying to make sure they aren't all over everything you own, which for the record they were. They were in the bed, on my retainer, glasses, clothing, etc. It was one of the most disgusting things I have had to clean. Yes, that's right, we had to clean it because the owner didn't believe in taking a more drastic measure to clean then Windex. Airbnb's customer service was no good either. They made it seem like they empathized with me when they called to hear more information and that they were so sorry, yet they did nothing to rectify the situation. I will never stay with them again. Beware, if anything happens - DOCUMENT IT ALL, otherwise your words mean nothing.