Airbnb

Have used AirBnb for years, always opting for Airbnb over hotels. Seldom ever had any issues, but if I did support was quick and fair! Have probably stayed at close to 100 airbnbs!

Posting a warning as support has gone significantly downhill, and Airbnb is not here to support you! If you take anything away from this: IF you use AirBnb AT ALL please only book FULLY REFUNDABLE stays from here on out. Please learn from my experience.

Backstory (facts only to keep this short):

• Went to check-in (lockbox property, self check in), cabinet was LOCKED by the host.

• Unable to access property.

• NEVER accessed property at any time.

• Contacted host, no response.

• AirBnb contacted host, no response.

• AirBnb advised booking alternate accommodation, promised refund.

• Host messages in the morning and say “this is not possible”.

• I share photo evidence with host and Airbnb support (sent this at initial check-in attempt for time stamping via AirBnb App).

• Host claims he has 5 start reviews all over, this is not possible. This is the only defense offered by the host.

• AirBnb sides with host, no refund.

• I make my argument to over FIVE different support people (all who are not talking with each other, all are very confused, each one says “wait you never accessed the property??”.)

• One support person says, on the call, this host is HOSTILE and for your safety do not stay here! Stay in alternative accommodation!

• We did book and stay in last minute (expensive) alternative accommodation for our entire stay.

• Spent literal hours on the phone with Airbnb support during our vacation time.

• As of today the final outcome is HALF of a refund, and I still have random support people calling me despite the case being closed.

We were left stranded in the streets of a foreign city at 2am. We had PHOTO EVIDENCE. We had the initial support person who told us to book elsewhere. We had a support person on a recorded call TELL US NOT TO STAY AT THE PROPERTY due to the hostile host and for our safety. What else do you need for a FULL REFUND?

Honestly the worst experience I’ve ever had with Airbnb. Their business model has changed significantly!!! Please be very careful!! Support stated we could have had a full refund IF the host had a policy of full refunds… so if you are going to use AirBnb, only look at properties with full refunds available.

Thank you for reading, happy travels, and stick with hotels!

It seemed like it used to be great prices with cool perks like a kitchen and laundry. But the expensive fees have become outrageous. It's not cheaper than a nice hotel. Early checkouts and cancellations to reservations are impossible. And YOU get rated as a guest. Hotels aren't allowed to leave public ratings about you. Don't even get me started on the horrible customer service. Is anyone else experiencing this? Have you found a good alternative or way to use the service?

For some reason I keep going back but feel trapped in an abusive relationship with them.