Airbnb Support Is Shit

(Apologies for hijacking)

I booked recently for 35 nights in SF. Around $3.5k booking, turned up, completely unworkable construction noise from next door, to the point you couldn’t hold a conversation. Tried to make it work, didn’t work.

Told the host I needed to cancel, who told me to contact Airbnb about the refund. I speak to Airbnb, they say I will pay for the days I had the keys and get refunded for remainder. Heard nothing from Airbnb for 10 days after, despite prompts.

At this point Airbnb informs me they can’t contact the host. I contact the host, they immediately respond. I have to act as the go between, this lasts for days.

Host had a 30 day cancellation policy. At this point Airbnb tells me that because I didn’t let them know within 24 hours and because of the hosts refund policy. I will get nothing and their decision is final.

They offered a $20 credit against my next booking and wondered why I laughed.

Interesting side note, requested all information including phone calls via Subject access request. They provided inaccurate/bad transcriptions instead of audio recordings.

Now exploring arbitration / legal action. If anyone has resolved a similar situation I’m all ears.

Seems insane to me there is no other option to escalate. Are they assuming people will just drop it at this point?

I booked an airbnb in Tijuana for a month. I show up, it's a complete warzone. The picture was accurate but just super cropped. A pack of wild dogs literally chased me down the street trying to bite me. There were sketchy people hanging out in burnt out buildings. Everything was collapsed and covered with grafitti. AirBNB didn't refund me. Thinking back I should have made a video and sold it to the news stations.

There's a simple solution here. Don't use them. I've had bad experiences with AirBnB and Hotels.com. I don't use either now.

They're rarely cheaper than using a hotel anyway...

Is it a superhost? I would never book a room that isn't from a superhost. Keep hitting them up on social media they will take notice.

My experience is similar to yours when it comes to support.

Eventually what I've learnt to do when booking a place for more than a few days is to book a more reputable place for the first few days and then actually go look at the places where I'm planning on staying the rest of the time.

For instance, two days in Ibis and then during those two days go look at 10 different Airbnbs or whatever else exists in the area.

They have no support for host either, it's all a free for all. A drunk guest tried to force his way into my sister's room one night. Got zero response from Airbnb and the guy is still on the platform.

> Host kicks me out same day leaving me stranded for the night and changes the locks, but says will refund.

I really wonder what would happen if you got a locksmith to open the house and just went back in for the night in that situation. Probably depends on local laws and definitely a terrible idea. Just kind of curious if it's actually a crime since you have rented the place.

I hd horrible experiences with airbnb after using it for many years, we dont use it anymore..

I wouldn't touch Airbnb with a ten foot pole.