What Airbnb did:
On Wednesday, I attempted to contact Airbnb via their app regarding my attempt at a cancellation. After receiving no response after 24 hours, I contacted Airbnb’s customer support via phone on Thursday. During that call, I was informed that Airbnb would 1. offer me a full refund following their contact attempt with the host and 2. complete the reservation cancellation. The customer support representative informed me that I would receive a cancellation and refund confirmation via e-mail by the end of the day. After receiving no refund or cancellation confirmation following an additional day, I contacted customer support again, the representative with which I spoke informed me there was nothing they could do and that the information I had previously received from customer support was false. This worker also hung up on me when saying they would see what they could do to help and was given all of my contact information so that he could reach me. I attempted to call back and get in contact with the previous customer support member, but the person I spoke to said she could only pass the message to that previous member to contact me back. I have gone through five customer support workers but to no avail. Even requesting information for a customer support superior failed, as I was told there was no number or email they could provide me but that they could put in a request for someone to contact me. Due to the delays I have experienced waiting on customer support to follow through, I have passed the window for even a partial refund of my reservation.
What would you like the company to do to fix the problem?
How would you rate your experience with Airbnb?
⭐️ (1/5 stars)
Submitted by: Anonymous in North Carolina | Read more Airbnb complaints
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