My first experience with Airbnb, not a good one. To encourage customers to spend more, Airbnb scale their service fee from 6% - 12%, more you spend less service fee you pay. For hosts of properties, they need to pay 3% service fee to Airbnb on every booking.
I have my eye on a studio flat in Hong Kong for my summer vacation with my family. I was planning to stay for a month but the flat only available for the first 2 weeks and last week. At first I hesitated but at the end I decided to go for it. They treated my booking as 2 separated reservations charged me 10% for the first period of time and 12% for the 2nd period of time. I thought it was a mistake due to their system format and not to mention it was against what they committed to customer - spend more and pay less. Sent my inquiry and got negative response after a day, advised me to renegotiate with the host for a discount instead because he is paying 3% service charge (seems to me they are suggesting me to go get the host because he is paying lower service charge than I do?). Naturally, I was not satisfied with the reply, thought their response was slow, unprofessional and feel uncomfortable with their artificial 'nice' tone. Insisted it was a mistake they treated my booking as 2 separated reservations and charged me higher rate than I should be paying, stated my case one more time. Waited for 2 days, finally got a reply..., not only I didn't get any adjustment on my service fee but also without any explanation on how they justified their act. Is this the kind of service I paid for, absolutely not.
For the payment policy, my booking is almost US$2000, 3 months away from my stay and I have to pay upfront right when the time booking was confirmed. This is not a fair payment term for customer who are paying them 10/12% service charge.
It is a great platform for travelers and hosts of properties, but I don't think they treat customers in a genuine fair manner and customer service is not on point neither.
Connect with Facebook to get one click access to Trustpilot. It's easier.Sign up with Facebook
You were not logged in with the entered details. Please try again.
No worries though, our friendly support team will help get you back up and running as usual. Just get in touch.
No worries though, it's easy-- check your inbox for the email we just sent you, and click on the link.