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I've experienced similar as a guest. Had a severe misrepresentation about the property I was renting for a month. AirBNB support initially just said "talk to th
by tibbon 5y ago
I've experienced similar as a guest. Had a severe misrepresentation about the property I was renting for a month. AirBNB support initially just said "talk to the host about resolving it", which wasn't going to actually change anything since they simply said "sorry, we're keeping the money". It didn't get fixed until I got in touch with the CEO, which isn't a viable path for everyone - and once I did it was resolved in a few hours.
I had another incident at the beginning of covid, where I had to fight hard to get a refund. The international borders were closed to the UK, and the initial response was "talk to the host" who didn't want to refund it. Eventually got solved, but AirBNB was happy to not-help.
Generally their support just seems to give few fucks, no matter what side you're on.
- nunez 5y agoSame here. Stayed at a property while visiting my parents. Bed was broken, but, worse, ants crawled out of the sink when I went to brush my teeth in the morning. I hadn't eaten anything at the apartment. I left one day into a seven day stay. Literally left the next morning. I only got refunded for five of the nights. The host refused to refund me for the sixth night. I wish I knew that going to the CEO was a support path, as I strongly felt that ants coming out of the bathroom sink is unacceptable and I should have gotten my six night refunded. But based on what I saw in /r/airbnb, it seems like I did better than many other guests did. I'm still going to use Airbnb, as most of my stays have been really good. Just won't use them in the tri-state area, I suppose.
- Psyonic 5y ago"got in touch with the CEO, which isn't a viable path for everyone". that's an understatement. But glad you were able to get it resolved!