Their customer service is HORRENDOUS. I Think it’s also mostly because they outsource to countries were the people, even though they might mean well, have absolutely no idea what customer service means or have a very different concept of it (which is just to apologies without really practically solving the problem or making things right. Their making things right is just being polite and apologizing).
But AirBnB knows this. They make exorbitant amount of money yet offer shi**y service. Why hasn’t another company taken over yet?
AirBNB’s customer service is PURPOSEFULLY bad. Make no mistake, it goes way beyond the service workers communication problems. They have tightened their policy to screw the customer and side with the home owner 99% of the time, even WITH proof, even WITH video evidence. I dread using them in case something goes wrong bc I know I won’t get any restitution. They screwed me out of $400 for what was supposed to be a luxury Christmas present get away. The place was NOT clean, everything was disgusting, I had proof. Ofc I get no refund, and they allow the host to harass me over messages. Fuck AirBnB.
Yup
Have you tried using chargeback? I currently have one opened :) fuck airbnb
I stayed in a place where the host hadn’t declared dangerous animals, in this case, 3 dogs that lived there which were highly territorial and would attack anyone coming into the property. The host knew they were a problem and warned me that they would be aggressive for a week or two until they knew me, but left them unleashed anyway.
Airbnb promised they would do something, and did nothing. They repeatedly apologised that I felt the way I did and did nothing. Eventually they said I could get a video of the dogs being aggressive so I did, which nearly resulted in me getting attacked again. They then had an expert in who questioned if they were even dogs or on the property. They then basically asked me if I could get a video of me being attacked by the dogs with the property in the background so they could verify. After numerous threats to go to the press and start legal action did they try and offer me a partial refund. Only when I’d been threatening them with legal action and told them I’d filed a chargeback did they cave in and gave me a full refund and I immediately deleted my account. They did send me a few customer service surveys after that