4 ms·
AirBnB's ability to handle failure modes is beyond bad. If a host fails to accommodate you, you better have a hotel in mind for a plan B. Their UK customer se
by rdancer 11y ago
AirBnB's ability to handle failure modes is beyond bad.
If a host fails to accommodate you, you better have a hotel in mind for a plan B.
Their UK customer service phone line drops calls after 300 seconds in the waiting queue. Go and try it: +448435047257
Form replies to e-mails, never enough detail, multiple days' response times.
What's the procedure for documenting a host has checked in, or hasn't? That's right, there isn't one. They do everything by hand, and is't a he said/she said, I will take a week to deliberate, and then cut the baby in half kind of deal.
- prawn 11y agoWhen I have had a host screw me over in a major city where finding accommodation in a peak time is incredibly difficult, I've complained to Airbnb very persistently and aggressively, and they've compensated me.
- rdancer 11y agoThat's exactly the point I'm trying to get across: there should be a well-defined business process, reflected in the UI in their app/website, for getting refunds. That there isn't speaks volumes.
- prawn 11y agoTrue of almost every large company until you complain like a bastard. I've been stonewalled by Dell, Airbnb, airlines, etc but eventually won through sheer stubbornness.