What Airbnb did:
Filing for my parents who are elderly and cannot easily use websites and have been consequently thefted of what was not returnable based on their return policy. (loss of $550, but still) There were two problems. (1) Hidden AirBNB policy against 3rd-party is a rule (ADA violation?) (2) rules are hidden by an improper user interface that does not directly reveal house rules until after purchase (legal violation?) (3) No click to ‘confirm read house rules’. These three issues reveal a ‘shady business’ practice that should be amplified and explored for class action beyond this incident. I have screenshots of bad UI and unforgiving customer-service interactions.
A change to their user interface that directly puts the Hosts rules in front of the Guest before they can click ‘confirm’.
Submitted by: Anonymous Airbnb customer in Seattle | Read more Airbnb complaints
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