Airbnb Complaint

Airbnb Complaint

Submitted by: Anonymous | Post a complaint | Back to Complaints Forum

Not like photos listed, filthy house carpet and bedding, (we have pics), inadequate number or trash bins for 13 bedroom home. Broken window blinds (pics), green swimming pool water, broken oven-range (pics), not enough towels for the guests, we had to buy more for our vacation stay that week. Some kind of electrical line hanging from walls where TV’s used to be (pics), Only 3 TV’s in this 13BR home. Broken game room football table, non-working ice maker in refrigerator. Trash not picked up, it piled up all week. Broken unstable patio table, inadequate air-conditioning for 85 degree temps in Florida, we had to bear hot temperature in the house. No response from the house host or Airbnb about these issues. When speaking with Airbnb they continue to refer me to a case manager who make empty promises about solving these issues. They never follow up and they repeatedly say the same thing, “I’m sorry, let me get you a new case manager”! The cycle of me calling has repeated now for 11 times and needless to say I’m on my 11th case manager who never return my calls. Airbnb has a customer satisfaction policy which is apparently not enforced. I believe the customer service staff is trained to give vacationers the run around until we give up! The only time we’ve had a text response from the house host is only when requesting a service of which he can bill us for like gas for outdoor grill and swimming pool heat, that’s the only time he addressed requests. A non-English speaking Asian woman came one day to check the air conditioner, it was obvious that she has no skill set or understanding of HVAC and English. That was disrespectful to send someone who had no intention of helping or had no skill or language to express our concern. Never have we experienced such. We’v vacationed in Orlando every summer for over 25 yrs now and will advise others of the quality of the house hosts which Airbnb allow to conduct business through them!

What would you like the company to do to fix the problem? (optional)
Refund of our total payment is being requested.

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