They say that the don't charge your account until you check in but they don't tell you that they 'authorise' your account which means you can't access your money. The problem with this was that I booked and it was canceled by the host. Airbnb said I could get my funds after 5 days! I needed the money to book somewhere else! Absolute scam! Scam scam!
Vanessa Ward found this review useful
We rent an apartment in Myconos for 10 days (1600$). When we arrived the place was horable. The photos where different and there were the half amenities available. Finally the place was not cleaned properly. We didn't checked in and we called AirBnB instantly. We also send them photos and several emails. We rent another room for 2 days waiting for some reply and we left the 3rd day. On the 4th day they replied that although they see the photos and emails they can't refund the money even if we didn't stay cause the place was different. Finally our vacations were screwed-up and AirBnB ripped us of 1600$.. Don't trust AirBnB for your holidays, especially if you are traveling abroad.
Airbnb is a real pain in the a**. They do so much behind the scenes that both the host or the guest don't know what they are paying for. I just went through a whole episode where I realized I had to make a "special offer" just to get hotel taxes included in the rental of my house. Airbnb said they can't get involved in "the whole tax thing" so they just make it a gray area.
On Homeaway, you send a quote that has everything listed out. Everyone knows what they are paying for because it's all right there. It seems like a commonly accepted idea that people quote a price and show how much taxes are.
Dmitri Zaitsev found this review useful
Like most of us, I used to like AirBnB in the beginning, a great idea, bringing individuals together & create an alternative to overpriced hotels, especially in large cities such as London, New York, Paris (to name a few). And why not let a commercial service provider such as Air BnB make a buck or two in the process, as long as the process is smooth, reasonably easy, secure & respectful of my privacy? Well not anymore. Having had an AirBnB account for over two years with about 6 - 7 successful bookings and highly positive user reviews, I can no longer use my account without providing Air BnB with A SCAN OF MY PASSPORT INCLUDING PHOTO ID as part of their offline ID validation. They are neither a border control agency, nor law enforcement. There is absolutely no reasonable argument for wanting this document in electronic format given that they CANNOT GUARANTEE 100% the safe-storing and non-violation of this document and given that beyond saying that they work with 'experienced partners' to process this information, I have no insight into what really happens behind the curtains. I am perfectly visible and verifiable online and off-line before and after I have made contact with who-ever I may want to stay with and do not need Air BnB's 'help' using these truly intrusive measures beyond the sensible checks and balances already in place. I am very distrustful of the fact that they do not leave the decision to the users but have introduced this as a blanket policy now that they have reached a market-leader position. They would not have dared to do this a few year's back, when few people had heard of them. I recommend we all vote with our feet and find alternatives, there are plenty - showing AirBnB that their business model only works with the collaboration of us - their user community.
I thought it sounded like a great service - and we use other hotel booking websites with no issues!!
Had to put in credit card details to 'request' a booking - did this twice, for 2 different cities - BOTH requests got rejected. Decided to book hotel as usual.
HOWEVER, my credit card started to get declined - I couldnt understand why!! Basically AIRBNB CHARGE THE FULL AMOUNT ON YOUR CREDIT CARD - not a pre-authorisation like hotels do - so I am now UNABLE TO USE MY CREDIT CARD and I am waiting for over $1000 to be refunded - just for SENDING A REQUEST to make the reservation! It is a JOKE !!
I am kicking myself for not doing internet research - I just hope I get all of my money back!!! It is a real scam!!!
The airbnb website is useless to find help. I finally phoned the 'emergency' number and the lady there was useless. They blamed my bank. I phoned my bank and they said they are waiting to get the refund from airbnb - maybe airbnb are using the money for 7 days? It is bizarre? Usually my card refunds are immediate!!!???? I hope they get shut down!!!
I started hosting my apartment and could not understand why airbnb don't pay us amount we promised. They say 3 % charge but use an in disclosed exchange rate, so after carefull calculation airbnb actually deduct 14% from host.
There is no customer support or any other means to contact them. Im considering to discontinue my posting as its not worthed with 14% cut.
Please think carefully before list your space.
The bottom line with Airbnb is "buyer beware." If you an encounter a problem, Airbnb will be of no assistance whatsoever. They take the cut, and then you are on your own.
Airbnb takes no responsibility for misinformation and missing information on their website. If you end up in a dump or in an unworkable situation (as I had), you have zero recourse.
Before using Airbnb, I recommend that you read the other negative reviews on this website. The completely corroborate my experience! For your own sake, please consider other viable options before taking your chances with Airbnb.
Dmitri Zaitsev found this review useful
My experience with Airbnb was in July 2013 in Boston. I made a 2 week reservation for a room in a 4 bedoroom apartment near Harvard months in advance and then the host cancelled 24 hours before I was supposed to get on a plane. Some sob story about how a roommate's boyfriend was unexpectedly staying with them and they didn't have room for me.
As stupid, naive and narcisstic as that sounds, what's worse is that Airbnb tolerates that kind of behavior. The airbnb help rep told me “If a host does that enough times we take their listing down...” Enough times?!? How is once not “enough”?!! Then, on top of that, before they would let me try to book a replacement room they wanted me to post a video of myself online to prove my identity or link my social media accounts to my profile on Airbnb. Ummmmm, no. Of course, when I tried to post a review of my experience on Airbnb I could not access my “cancelled” trip on their site. An auto-review was posted on the host’s profile that simply said “This trip was cancelled 2 days before.”
I’m sure sometimes things work out really swell on Airbnb. If you don’t have a rock solid backup plan and a significant chance that your trip will be ruined doesn’t sound like something you want to sign up for, stay away from Airbnb at all costs. Never again.
Dmitri Zaitsev found this review useful
My wife and I are working people who would not otherwise be able to travel to an expensive city like New York, so we were overjoyed when we came upon a service that would allow us a once in a lifetime vacation. After making a reservation (over) three months in advance, my wife and I were suddenly notified that our host was canceling us. We were not provided with a reason. It was sudden and swift. With plane tickets in hand, and now no place to stay, we were left high & dry in the middle of New York's fall tourist season. And because AirBnB calls themselves a third party provider, merely connecting hosts with travelers, they seize upon a portrait of themselves as powerless, then hide behind that designation. This limits their liability and responsibility to make right situations that even the most modest business person would do. For instance, a host might only endure a small mention that they canceled a previous reservation, but not be held accountable or be dropped from the service. Whereas, there would be no end to the satisfaction one could expect from a hotel. Despite attractive websites, glowing online testimonials, and New York Times Travel Section endorsements, this alone should put AirBnB below the stature of a fifteen dollar a night no-name desert motor lodge. My wife and I were offered a routine reimbursement or the option of picking another now more expensive apartment with a mere $50 credit. It took an hour with a second tiered supervisor (citing their policy statement) to get an additional $100 and a promise to absorb the usual cleaning fee (with a ceiling of $200). We haven't decided what we're going to do. We turned to AirBnB in the first place, because we couldn't otherwise afford a trip like this, but in the mean time I can say that it pays to be outraged, persistent, and righteous.
Dmitri Zaitsev found this review useful
AirBNB is a great concept, but if you get stuck in a bad situation with a bad host, you are on your own! Not only did they not help me find another place after the host clearly misrepresented the apartment I rented, I finally had to put the charge in dispute on my credit card because AirBNB did not give me the refund I was owed due to the host violation. I called and e-mailed customer service numerous times over the course of two weeks, but they never responded. The phone reps have NO power, they just say it will be forwarded to a "case worker" who will follow-up via e-mail. Well, these mysterious case workers never write back.
Being alone in a foreign country for a long period of time, it was simply not worth the stress of dealing with AirBNB. Next time I will take my chances and book something privately - at least it will save the AirBNB fee, which they pocket and then leave you in the lurch!!!
Dmitri Zaitsev found this review useful
Beware as a tenant you have zero rights or recourse.
I rented a place but it had no warm running water for the entire 4 days of my stay.
The model of airbnb is simple, they are a facilitator, they take their cut upfront and the host receives their cash on check in. If anything goes wrong the onus is entirely on you to argue with the host and hope that matters will get resolved. The official company policy of airbnb is "no refunds".
You can of course leave a negative review, but those get censored and deleted to make the model look good.
I did try and find a hotel after several days of trying to resolve the issue, but it was high summer in Europe and at a days notice there was little that I could find apart from sharing a hostel with teenagers. The host did offer me their shower, which was several minutes walk away from the apartment I rented. Not really a solution that I was happy with.
Bottom line is, there are many alternatives out there to airbnb.
USE AIRBNB AT YOUR OWN RISK.
We would like to share our unpleasant experience to help you avoid possible mistakes in your journey.
Come to New-York we found out that our flight to Chicago was cancelled. We started searching for the opportunities to stay there and decided to use Airbnb service. We vetted through many proposals, however most of them were fraud, we finally found one and reserved. We were waiting for confirmation about half an hour and due to lack of time we cancelled our request and paid for a hotel.
Next day we were surprised to see that Airbnb charged us, but what for? We called them and they informed that our reserversation was confirmed. We explained the situation in full detail, that it was not our fault etc. Symphosizing manager advised to get in touch with the host and negotiate the deal, and that he would apply himself to help us in the matter. Once the converstaion ended we recevied the immediate letter confirming our request, however with yesterday date, instead of the date the letter came, so they tried to make for the time and prove the confirmation, which was done one day later than our requested date of arrival, as we should have been in appartment at the time, the letter reached our e-mail.
During the day we were negotiating with the host, and could not get to the point with no reason and understanding why? Finally the host confessed, that he was told by Airbnb not to give money back at all, as it was his money, and he should not do for us anything. So on one hand AirnBnb aiming their interests in fee 77$ lied to us and tried to convince the host to hold money, on the other hand Airbnb were lying to us to save the client and our satisfaction, saying that they were doing their best to assist us.
This assistance came to troubles, bad mood and additioanla costs from our side.
We managed to come to agrrement with the host and he returned the money, however Airbnb kept their fee anyway, as they believe that they have made the great service and unforgetable memories to us. However it was not what we had been looking forward to having in our trip.
The ourcome is – we will never use the service, and let Airbnb Team bring the “good” to some other “lucky ones”. Hope, it will not be you.
Beware if you are planning to use this service ! I was looking for an apartment in France, I found one and I booked it via their booking system. It was not final, it was so-called "pending reservation". Than I received a message from host that she has her dates wrong and the apartment will be not availiable for 2 weeks but for 10 days only.
OK I cancelled this pending reservation and made a new one for the dates the host indicated.
The host accepted and my money went through.
But now the interesting part starts.
I received a letter from airBnB that the authorization block for the first booking was voided. In their terms it was written that it might take up to one week to have my money back depending on my bank terms. OK Ive been waiting a week or so. Then I called my bank to ask if my money (and it was pretty amount of 1000+ pounds!) was released.
My bank answered that no instruction to void my money was made and the amount is still blocked by airBnB!
I will skip the part when I called airBnB every day and wrote about 20 emails and was promised that they will solve the situation and the "special assigned team is working on your case",
Its been now 16 days since they block my money, I paid for a flat around 870 pounds inc. the security deposit and they blocked my 1000+ just for the "authorization request"! Its more than 2000 euros for a flat costed 700 euros!!
Their customer service is a total disaster, I call them every day from abroad to check if THEY FINALLY WERE ABLE TO CHECK WITH THEIR BANK IF THEY UNBLOCKED MY MONEY and I should go through my case over and over again because they never call you and you should explain everything to every new operator, they promised to solve this and ... nothing.
Beware and just book a hotel if you dont want to find yourself without money for an uncertain period or if ANYTHING would go wrong with a host or with your apartment, you will get NO HELP.
Im without money, my holiday is a disaster, Im overdue with my insurance payment and there is no end(
Dmitri Zaitsev found this review useful
I was seeking an apartment to rent in London, found the perfect flat. I received unknowingly fake communications from the landlord with an Airbnb return email address, letterhead etc. Bottom line after 6 days of communicating with a very professional sounding landlord I wired them $4500. 3 days later I received a communication from the real Airbnb stating they feared I had been communicating outside the website and could be a victim to fraud. They were right! Airbnb has never asked me for documents nor have expressed any interest in seeing what kind of communications I received. Please know that AIrbnb will never ask for wired funds! I thought Airbnb did some checking to be sure landlords were SECURE!!
Jeg er host og lejer min lejlighed ud der. Jeg har indtil videre lejet min lejlighed ud 2 gange derinde, og det har været mega nemt og lejligheden er blevet efterladt i perfekt stand. AirBNB har været meget hjælpsomme til at få min lejlighed ind på hjemmesiden. Kan kun anbefale dem!
I booked in November 2012 for a July stay for two weeks. On January 10th., the reservation was canceled by the host Lawrence S. and Airbnb. After much searching we booked April 30th., with Salar Rismani at Airnbnb. That was canceled on May 26th.
That left me scrambling for a two bedroom condo elsewhere.
Airbnb has a cancelation policy that is strict: refund 50% up until one week prior to arrival. I did not receive any recompense from them. They canceled, not I.
Do not trust that you are secure with them. There is obviously no guarantee that you are secure with your booking.
Dmitri Zaitsev found this review useful
We have been hosting through airbnb for over 2 years and have had nothing but great experiences with both our guests and airbnb staff.
Hosting through airbnb has saved me the cost of a website and the maintenance, and through the airbnb bookings I now have referrals which are private bookings, so as a host I love airbnb and so have all of my guests!
I plan to use airbnb next year while travelling the UK.
All the reviews I've read on this site with issues could have been resolved - for instance I never accept a booking more than 4 weeks prior to the arrival date - life changes too quickly and when considering a booking request I am very careful and ask alot of questions prior to accepting.
We all need to put effort into it in order for it to work for both the host and guest.
So I say, don't give up on airbnb until you have tried it for yourself - and read and understand how airbnb works!
I've used airbnb 3 or 4 times now- I've found that it can be much cheaper than a hotel, and often you get a whole house or apt so you get the luxury of having a kitchen and more privacy. I only choose to book apartments/homes that seem like they're exclusively rented out, because the thought of staying in someones home that they live in every day creeps me out (this goes double for the times when the hosts are actually there). But I do think that the site is a cool idea, and it's worked out well for me when I've used it.
I have a cabin to rent. Made a mistake and took a reservation on some days my resort booked for me already. When I found out, I called Airbnb to find out what I can do. "Cancel it," they told me. Only penalty is my listing would go down on ranking. Then when I do cancel it, not only they charged me a $50 fee, they blocked all the dates cancelled (only part of them were booked by my resort.) Then I found out, I called and they told me, "when you cancel a reservation, we take it very personally." What???? Why would they take it "personally"? It's a business, right? Plus, when they do that, they miss the revenue on those days too. Is that really a good model to do business? And they expect to take the company public??? It is run like a cranky, mean type of mama & papa business that may go out tomorrow!
If you are thinking of listing your place with them, be very careful and be very afraid of their vengeful ways!!!
I've used AirBNB for some fairly last-minute travel plans, including an hour on a train to London I had to spare to find someone to host us. I've used CouchSurfing many times, but in certain places (like London, NYC, Tokyo..) there are too many surfers and not enough hosts. That's where AirBNB comes in really handy for both parties, as NYC rent is extremely high ($3,000pcm is about average for a 2-bed apartment in Manhattan), as are hotel costs. AirBNB makes it easier to be in less-touristic areas with friendly people and with access to a kitchen. When staying in London, we got a place for £70 a night for a room in a shared house - hotels were a couple of times that. Barcelona we managed to find another room (not so clean but better than paying out far more) for £35 a night, less than ten minutes walk from the beach.
Having space that is essentially someone else's home is great as you'd normally have free reign of the kitchen to avoid eating out all the time (which, in NYC, is very pricey!). A living room is obviously another thing that isn't replicated in most budget hotels either.
Fees charged to the customer are high, those charged to the host aren't. You can attribute some of that to credit card fees, but that's the cost of business when the website is that well-known and with such a good layout. You get what you pay for in that regard - I'm yet to have a real issue with the place and long may that continue!
I will never, ever use this service again. Ever. I came across it while traveling, and signed . Up to book a room in Budapest. They wanted to be able to verify my phone number and I was traveling without a phone. I emailed and told them this, they called my u.s. phone and the info they got from that was enough and they rented me an apartment in Budapest. Get that? They verified my email and had no problem charging my credit card. Nice apartment. . I then attempted to book my next place while I was still in the first . Place they rented to me, and suddely, they wanted Me to verify myself AGAIN. But hey - the links don't work . In the country I am in and they know I Am here because they have collected my money for Me to stay here. I wrote customer service and was told I needed to MAKE A VIDEO ON MY KINDLE USING THE CORRECT BROWSER AND UPLOAD IT. Now? They want me to do this now? Why not before I rented the first time? It's impossible now, on the road, and I am stranded. Never again. Never. If they wanted a freaking video they should have asked for it up front. I I was a scammer it's too late now. STAY AWAY
Dmitri Zaitsev found this review useful
Several months ahead of time, my 89 year old father and 76 year-old step mom booked and paid for a one-month stay in Seattle in August on Airbnb. About two weeks before their stay -- without warning -- they got an e-mail that the host had canceled their accommodations. Even though they had pre-paid, they had little recourse: they could find another listing on the Airbnb site during high season in Seattle or get a refund. All of this caused them major stress right before what was supposed to be a relaxing vacation. Airbnb says it can be trusted. That was not their experience.
I have no experience as a traveler but I listed my property and it is a nightmare to use their system. After answering security questions they would only let me log on via social media or by sending a video! Airbnb collects the money upfront and do not pay you until check in. This on top of high fees. This does not work if you rent your vacation rental in a high demand area where you are turning down other potential renters and normally require nonrefundable payments months in advance to secure the booking. I always want to talk to my renters first to make sure they are solid people. Not with airbnb - they will not give you a phone number until confirmed. And they monitor all communication as I got a nastygram from them after reaching wits end trying to conduct business with a potential renter and asked them to contact me another way. There are plenty of good sites - Flipkey, VRBO, Vacation Rentals by owner just to name a few. RUN DON"T WALK FROM THIS COMPANY AND SITE!
I had one very good travel experience with AirBnB which is why I turned to them in time of travel crisis. WOW - was it bad. Their procedures looked me into a room but by the time they were processed it was too late to travel there. Three weeks later I have still not received the deposit and room charge money back. They expected me to be able to stay in touch via email while I was traveling - this was very difficult and unpredictable - though validating me over phone in some ways unable to accept my phone voice as means of returning the money. The host never answered their phone till midnight - the whole thing became a crisis in and of itself on top of the crisis. I am now hanging on the phone with them trying to figure out why the security deposit has not been returned - it is weeks later.
Used Airbnb first time to rent apartments in Europe. First of all, apartments were so so, but they were presented as great. Also, the customer service is non existent. They charged us damage deposit just because the owner said there was a damage. They did not even contact us to find out details. By the time we returned from vacation, our credit card was charged over $300. Now we have to spend all this time fighting and working with credit card company to complain about fraudulent charges from Airbnb. Will never use them again.
i have a vacation rental and a friend recommended that i try Air BnB to advertise it. After the nightmare of my first guest, I immediately closed the account. I found out through the process that Air BnB takes the guests money at the time of booking< in my case it was 4 months in advance, keeps it, and does not give it to the owner until the guest had already stayed for 48 hours. This opens the door for a guest to come, trash your place for 2 days, and just say that they don't like the place and want to move to another. The owner won't get paid and Air BnB had held over $1000 for 4 months. If you multiply that by thousands of unsuspecting property owners, Air BnB is actually just a pyramid scheme and has money, with assets. They are using home owners to lure in travelers, and are building up a nice amount of cash, offering no customer service. ( you have to hunt to find a phone number to actually speak with a live person.... who is about 20 years old and has no idea how to help with any situation".... The guest i had ended up changing their reservation from 11 days, to 7 days, to 3 days. Air BnB does not allow you to charge tax on a reservation, even though what I pay is over 12%... that 's a big number to just swallow the cost yourself.... When I finally had enough with the crazy guest, i said that i wanted to cancel the guests request for the reservation. It was over a month in advance and I was told there would be a $100 fee to me for cancelling. Not only did i lose the ability to rent to another guest, but it cost me $100 for the trouble that Air BnB cost me. This company is noting more than a middle man, keeping millions of dollars, for property they don't even own. I would hate to have anyone else have to learn this the hard way like i did.....
They charge you, the customer, over 10% above and beyond, what you're paying the host for your lodging. They have no phone number published on their site, and for that service fee, you would expect impeccable service, not to mention a phone number. You don't realize you cannot reach them immediately until its to late. When you email them they will respond in their own time. However, when they do get around to reaching you, they are professional and friendly. Although, when they say they will call you back, don't hold your breath... rather watch your inbox. For me and mine, we won't use their service again.
This site is a scam and does not deliver on the essential guarantees that it uses to lure people in.
The site says that it is about trust and safety but it does not conduct background searches on the hosts. While the host has total control over who stays and can cancel the trip at any time, the guest is often levied a heavy cancellation fee in the event that a guest is uncomfortable with the host.
The site makes no reasonable attempt to ensure the guests safety though it advertises itself as a community built on trust.
For example, there are several reports of negative host ratings being deleted. Therefore, the potential guest does not have reliable data to make an informed decision.
The guest is not guaranteed a lock for their room, hence the safety of the guest is severely compromised.
The site does not conduct background checks on hosts.
The site looks the other way on apartment owners subletting their apartments which is illegal and also makes one question how the site can guarantee the trust and safety of someone that is being hosted by someone potentially engaged in criminal activity.
Probably about 90% of transactions at airbnb are fine. But when your instincts as a guest are telling you that you are in an unsafe situation, you really don't have any legal recourse and airbnb will collect a HUGE cancellation fee.
I read about airbnb in a magazine and loved the concept. I signed up for the service and even created a Facebook account so that by the time vacation season rolled around, I'd have a decent history and prospective hosts would be confident having me in their homes. I was so excited when the first opportunity to book a property came along - I'd already spent hours on the site dreaming about where I wanted to go and with whom I wanted to stay. Then came reality. First, they don't tell you that you're not verified until you've already put in some very private information (like the last four digits of your SSN!!) AND taken your credit card number. I thought that by setting up the account, linking it to Facebook, and verifying my email I'd be set. Wrong. Contacting customer service has been pointless - it's cut and paste responses; they clearly don't read the emails very closely. When I sent a reply, I got a similar message - essentially, they want me to take a video of myself and upload it. Whether it will become part of my public profile depends on which email or which part of the website you read - they're conflicting. After I pointed out that I DON'T have a webcam or video recorder, I stopped getting replies. That's where it stands right now. I wish I'd read the reviews on this site before I signed up with them in the first place - and after reading them, I'm planning to contact my bank tomorrow to make sure they don't charge anything to my credit card! I definitely would NOT recommend this service, sadly.
Dmitri Zaitsev found this review useful
I HAD unacceptable experience with them when i needed a customer service. When you make a reservation you have to pay them around 10% commision but when you will need a help from them you will not get it.
Customer service is Not in their lexicon. The web is full with accomodation places without the need to pay in advance or pay a commission for service that you will not get from them.
one of the places that i made reservation by them i had to wait 4 hours to the host to come all what in airbnb had to say was that i should Coordinate with the host. they forget that i am the customer i pay the money so i expect to get a service from them and from the host.
As i said CUSTOMER SERVICE NOT EXIST IN THEIR LEXICON
The hosts is not the problem, the custom service sure are...I was promised a 38 euro credit to use on my next booking when the first host canceled the reservation...I was told that the money will still be on Airbnb and all I have to do is book another place and if its more expensive the credit will be used..NO credit was used, or the old reservationmoney...They took 2 days to answer a mail(there is no phone number). And the answer I got was that the credit didnt worked and I can transfer back my money in 5-7 business days..
Will probably never use this company again.
March, 2013 trip to Shanghi,China. Stayed at Airbnb member's home. Polly0660@Hotmail.com was an excellent host, along with her daughter. Had private room and bath , fully furnished and clean with portable heater. Bed was a little hard but this is normal for China. Polly & daughter speak English which was very helpful to us. When we gave her our China itinerary, she helped us get our train tickets. In a notebook we wrote in English various phrases we would need for the Metro, train. hotels, and foods. She then wrote them out in Chinese underneath the English. She was a lifesaver. Her apartment is across the street from the metro, a large mall with numerous food eateries and a large shopping area. She lives in the French Connection area which is a historical district. We felt very safe. If we have the opportunity to return to China, we will most definitely contact Polly through Airbnb for our reservations. Her neighbors were also very friendly and helpful.
Here is what I have learned in past three days. To use the service requires creation of an account which is a cumbersome, intrusive process. You must give credit card information to even determine if your desired location is available. Airbnb will then "book" the accommodation, confirm the booking to you and hit your credit card with full booking amount along with a 21 dollar "service fee." This is all done even though the owner does not have the accommodation available. Then 24 hours later when you are told there is no actual booking, you are told you must cancel the reservation but forfeit the service charge. Then after much time spent in e-mails with the owner and largely unresponded to efforts o communicate with airbnb you are told since the owner cancelled that you are entitled only to an airbnb credit and then can only get a refund by going through several more steps. This service stinks.
I had a TERRIBLE experience with AirBNB. You are better off forking up a few extra bucks for a last minute deal through expedia or some other better reputed travel site with better customer service.
I put in an offer on AirBNB, but when discussing logistics, got a bad/creepy feeling when corresponding with my host, and told this person I was withdrawing my offer. Despite having this IN WRITING, my host clicked "accept" of my offer from his end, before I could formally cancel the request, resulting in the charge on my credit card of $500. I wrote to AirBNB customer service several times, with written proof that I had told my host I didn't want to stay there prior to his clicking "accept". But the service is NON EXISTENT. It takes at least 15 minutes clicking around the website to even find the contact email address, there is no contact phone number where you can speak to a rep, and it take takes another at least 3 days to get a generic form response. When my issue was not resolved, I wrote again, and they never got back to me.
I am mid-20s, graduate student, have done the whole backpack in Europe on a dime, and traveled extensively and had many misadventures which become stories later on, but this AirBNB is my worst experience / scam/ rip-off. DON'T Use it. If you're lucky and everything goes as planned great, but as soon as there's one hiccup, they don't help you out, and leave everything to be your problem, and you to pay the non-refundable fees, and won't even answer your inquiries.
I will never use this service ever again, and I would not recommend it to anyone I know.
We tried to book an apartment through the airbnb website which required cedit card details. The apartment was not available but airbnb held and then refunded approximately $700. On enquiring about a 2nd apartment without entering credit card details, airbnb held off approximately $850. Again this apartment, although showing available was not. It is now 7 days and the funds have not been released despite corresponding with their 'Help' desk ( there is no easy telephone/email support) and forwarding the fax number of our bank to enable them to confirm the transaction is not going ahead. This has caused stress and inconvenience and we still have no certainty that airbnb will cancel the payment for a property that we cannot use. I would strongly advise that anyone using this service do not do so unless they have had correspondence with owners that they are 100% sure they can trust. To hold onto funds of this level is totally unacceptable and I would imagine what few people can afford. I would not use airbnb or recommend airbnb to anyone else. I have been a holiday property provider myself for over 10 years and would regard this kind of behaviour as immoral.
I have listed my apartment that I wanted (needed) to rent out for one month and for some reason it did not appear in the searches. Moreover, I had constant major technical problems when setting up my listing (prices were saved inconsistently, I had to redo it over and over). So I tried to contact a technical support. You would expect a huge company like Airbnb to have an efficient support system in place.
Well, there is a live chat, an option which I ususally favor. But Airbnb's live chat either does not even exist or it is really so busy that it is permanently unavailable. So no option.
On Facebook they offer a chat as well. Gave it a shot, already a bit suspicious because I knew of the live chat. And truly, it turned out to be just email that was never (not within 36hrs at least) replied.
Searching their help site did not give me any answers. So I tried to contact them via their "Contact" page. But if you think you just find an email address or phone number - wrong!!! "Contact" first of all intends to redirect you back to FAQs and forums that didn't answer your question in the first place. But there is an email option - only if you indicate that your problem is of different nature. However, the only way I found to describe my problem was on a "Feedback Form" , and as expected this has not been reviewed or replied to within 36 hrs now.
However, I have received multiple emails by Airbnb that pretend to be support. All of them are automated of course, and they are the worst "joke" about this support system: they are nothing but a copy of my own question - followed by a mail asking for a consumer rating how good their support was! Are they kidding their customers???
I have never ever had such a horrible customer support experience!
Marcia Ganeles-Kislik found this review useful
Customer service reps do not give clear or concise answers. It just obviously a copy / paste response with NO consideration for he individual concern. They respond promptly but take no responsibility despite being told the issue is coming from the air bnb company's end. This seemed too good to be true, especially for a broke student and now I am concerned they have ripped off my money .. Be careful !
I have been using airbnb since 2011, travelling to Australia, Usa, France and Italy and never had real problems, OK.
But today they asked me to verify my account., OK,
I spent 3-4 hours on line and didn't succeed to end the process, it always stops at the same step: the verification of the phone number: the presumed text message with a code never arrives, nor the phone call.
Useless to try, as an alternative, to scan an Id document, the presumed scan button, once pressed, doesn't start any application or browse any folder to find an archived image.
When I tried to find a direct phone contact I found a page in which it's written that to do that I should make the verification before...
12 hours is the limit before the booking is cancelled. Meanwhile I gave access to my Linkedin account and the reservation process was already started with money already taken from my card. I eventually wrote to firstname.lastname@example.org I hope this is solved in a few hours, with excuses.
Johan Hereora Hummerhielm found this review useful
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