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The app is great alternative to find a cheaper and nicer place then a hotel. But what truly stands out is the customer support. I had a host tell me that I needed to cancel my booking for there place but I was to do it my self. That’s a problem because if the host can’t accommodate me. Then the host should cancel the entire booking on there end so that I can get a full refund. The app warned me multiple times before I hit the cancel button and even told me what to do if a host wanted me to personally when they could not accommodate me. So I continued message the host that she needed to cancel her self. The host assured me that she did cancel and that she’s in the line with customer support. So I in turn, I called customer support. They told me that the host did not canceled the booking and that she is not in contact with customer support at all. They were very professional, patient and did everything I asked for. They gave me a full refund, canceled the booking, and multiple confirmation emails for my records. Key take away sis to always communicate through the app. And when the host ask you to cancel. Tell them to do it themselves. Cause they will still get half your money.
If I could put 0 stars I would. My parents had to go out of the country to do some personal business. They already had a place PAYED for and ready. A few days before my parents had to fly out, the renter decides to flag them as “suspicious”. My parents tried staying somewhere els on Airbnb and they were not able to as they got blocked. I decided to try and rent a place for them and my account was blocked as well. I quickly called customer service. I told them everything and asked if he can help me unblock it since I needed to rent a place in a short period of time for my parents. He basically told me to wait for an email and he could not do anything. I told him I had received the email and no exact reason was given to why my account was blocked. So he did nothing, no help what so ever. This was very frustrating as I needed a place for my parents to stay. They took away our choice of being able to rent a quick place on Airbnb because someone from Mexico decided a paying customer was suspicious. This created so much stress for me because the place my parents relied to stay at was taken away a couple days before they would fly out. The way this is set up is not very well taken care of. There needs to be a better way to be able to distinguish a customer and someone that’s actually suspicious. I wouldn’t have called customer service if I was. This would have been the first time I’ve ever used this and it was a horrible.
First off it takes forever for Airbnb support to get back in touch with you. I dealt with a place INFESTED WITH SPIDERS! And it took DAYS to deal with customer service for a solution. They then wanted proof and I sent a pic of one spider and they said it was NOT ENOUGH EVIDENCE! Then I sent 4 pics of 4 different spiders and THEH CLOSED MY CASE WITHOUT A RESOLUTION! A hotel would NEVER make a guest prove an infestation to change rooms!!!!! And they wanted me to talk to the host about it like I want to confront someone about their spider infestation in Their home! Thats not my place! I paid hundreds of dollars to be comfortable! I literally slept with all the lights on to deter more spiders and slept with a towel over my eyes to block the light!!! I also dealt with an issue where I wanted to stay in a place for 2 weeks but needed one night to not be there since I was working in a town for one day an hour away. I didn’t want to pay the “arbitrary” service and cleaning fees just because I needed one night away which could add up to be over a hundred dollars. Their support said I could not so this and that I had to make 2 separate bookings and pay the fees twice!!!!!!! What!!! Hotels don’t do that! Hotels don’t charge you those arbitrary fees either! This whole company is just horrible! And I travel 100% of the time so they will be missing out on $2400 a month from this guy here!!
So I signed up and attempted to book for the first time about a year later. In the mean time I had canceled the credit card I signed up with. So I attempted to book but it failed because of the credit card. I got an email, a text and a message through the app telling me it failed. I clicked the link in the email which opened the app but there was no indication of how or where to update the credit card. I finally found it, not in account settings, but (strangely) on the page of the failed booking. There was no option to remove a payment method nor to update a credit card. However there was a button to add a new payment method except the feature would not load. I just got the white page and the little animated dots. I tried restarting the app, restarting the phone, updating the app, and tried it on WiFi and cellular all over the course of about 12 hours. Nothing worked. So I logged into the website. There I found an option to delete a payment method but incredibly there was no option I could find to add a payment method. So I contacted customer service. The replied to my message at 4AM the next day but gave me no helpful information. I replied, but didn’t hear back from them for three more days. By then I had already booked with a normal hotel which, of course, was no problem. Good riddance Airbnb.
Something is wrong with the search engine airbnb uses. I put in a City and great, there's like 800 places to pick from. Problem is that most of these locations are 30 minutes away from where I actually want to be. As a traveler, this is mostly inconvenient. So then you have to waste your time checking through each posting to see which one is actually close to where you want to be. Please add a distance filter from the city center to fix this mess. Other room finding applications know how to manage distance, so airbnb is way behind. Aside from that, either the posting is falsified by the host or the engine is misreading metadata, but some city locations at the top, don't match what is on the map. I feel like this must be the host lying about the location to try and get people to go to their location, but airbnb should just pull the city location from the map. If it does already, then it's broken. Lastly, an enhancement request to the usability. Since I travel to the same place many times, I'm looking at the same locations a lot. Of course I have my favorites, but I'd like an opposite list of locations to avoid. Maybe I read a bad review or the neighborhood was not to my preference, then I don't want to have to figure that out each time I run a search.
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