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Reviews (1)


Awful customer service, terrible experience

DO NOT USE THIS WEBSITE! I recently booked a stay in Austin for SXSW (all the hotels were completely booked) and had a horrible experience. The owner lied on their listing…said they had three bedrooms but only one bed so they would provide an air mattress, linens, and pillows but they did not. We had to sleep in our car and buy everything for the next night. I woke up to an email from AirBnB’s “customer service” this morning saying they had deleted my review of the host AND, after I replied, said they were unable to issue a refund. Their refund policy states that you are to resolve any issues with the host prior to contacting them which I did. But because the host contacted them first, they honored the host’s requests and I was left with no resolution. The customer service rep did not listen to my side of the story and automatically sided with the host before they even contacted me.

Go with Homeaway or Flipkey if you are looking for an alternative to hotels. AirBnB has proven they have horrible customer service. I have contacted the BBB for a refund for my stay but want to warn any potential customers to STAY AWAY!

Jacquelyn Drew Van Tuyl, Elisabeth Soechtingand Marcia Ganeles-Kislik found this review useful

Laura Howard´s profile

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Laura Howard
Dallas, United States