aufzubrechenbout the interaction were the emails they sent! look at these actual emails from customer service:
I’m sorry, but you’re a $100 billion company and you can’t hire staff that writes emails that can be understood? It boggles my mind.
Eventually, this got resolved because, you guessed it, I texted Brian.
Finally, last month, I rented an Airbnb in Austin. Not only wasn’t it clean but everything was covered in pet hair. The host hadn’t pointed out they had a pet in their listing; had they, I wouldn’t have stayed. between those two issues, I made a decision to leave. So, after some texting, the host and I agreed to a 20% refund.
Except she never paid. I waited a few days to see if the money hit my credit scores card. When it didn’t I messaged her again and she just ghosted me.
So I contacted Airbnb, showed them our conversation, and asked for help. They said they couldn’t help me because not only was I out of that 24-hour period but because the reservation was also over. “I must have spoke to the host,” they said. excuse me, but I did! I only waited because I know often it takes refunds a few days to appear on your statement.
“OK, we’ll look into it,” Airbnb replied.
The answer came back: the host is denying the refund so it was out of their hands.
“But look at the thread! She already agreed to it. Gimme my money!”
“Sorry, you screwed,” they said (OK, I’m paraphrasing but that was the gist).
How did this one get resolved? I vented on Twitter, Airbnb’s customer support saw it, unexpectedly the problem got escalated to a manager, and a refund was issued.
All three occurrences left a bad, bad taste in my mouth. What if you’re a regular user who doesn’t have a blue checkmark on social media or the CEO’s phone number? how do you get help then? I shouldn’t have to use these options to get good customer service.
Sure, “VIPs” get special treatment from companies all the time. but how can I recommend a company to you when I know, if something goes wrong, I’ll get better treatment and you’re likely to get screwed? Their customer service must be the same for everyone. It shouldn’t require you to text the CEO or complain on Twitter. Policies must be clear and agents empowered to help people, regardless of whether they are a blogger or just a family from Des Moines.
I want Airbnb to succeed, as the original concept is still amazing. but I think it’s time for me to break up with it. along with its overtourism issues, its customer service is pet dog shit: it’s not reliable, its policies are opaque, and it’s ready to lose customers over a few hundred dollars.
I think Airbnb must empower its agents to just take care of issues below a certain value. give the customer some money back, give the host a warning, and everyone can step on.
But they don’t do that.
Airbnb still seems to pretend that it’s a service that is just connecting people and isn’t responsible for what happens. The message they send over and over again is “You work it out with the host.” They find ways to avoid getting involved.
But hosts are humans too and stay with enough of them and a problem will eventually develop (because people typically clash). and when that happens, I don’t want the anxiety or disappointment of taking care of a company that is just going to tell me I’m out of luck.
(You might be tempted to say I’m an outlier, but if you saw my inbox, you’d think otherwise. It’s filled with complaints and requests for help to get them resolved. Heck, I once had a reader ask for help because a host was denying her a $7,000 refund she also had proof she was entitled to and she was taking Airbnb to court over it!)
***
So why would I want to deal with a company I know doesn’t really have my back?
Ich tu nicht. Which is why I’m breaking up with Airbnb. I’d rather stay in a hotel where I know I’ll get a consistent level of service. No surprises, no pets, no 24-hour rule, no midnight fights. It’s not perfect, but it’s better than Airbnb.
I know a lot of of you will continue to use Airbnb. And, in lots of parts of the world, they are typically the best selection. but be warned: if something goes wrong, I wouldn’t count on getting any help.
Note: I still like Airbnb experiences and have had no issues with that part of the business.
Book Your Trip: Logistical ideas and Tricks
Buchen Sie Ihren Flug
Finden Sie einen kostengünstigen Flug mit Skyscanner. It’s my favorite search engine because it searches web sites and airlines around the globe so you always know no stone is left unturned.
Buchen Sie Ihre Unterkunft.
Sie können Ihr Hostel mit HostelWorld buchen. If you want to stay somewhere other than a hostel, use Booking.com as they consistently return the least expensive rates for guesthouses and hotels.
Vergessen Sie nicht die Reiseversicherung
Travel insurance will secure you against illness, injury, theft, and cancellations. It’s detailed protection in case anything goes wrong. I never go on a trip without it as I’ve had to use it lots of times in the past. My faVorite Unternehmen, die den besten Service und den besten Wert anbieten, sind:
SafetyWing (am besten für alle)
Versichern Sie meine Reise (für diejenigen über 70)
Medjet (für zusätzliche Evakuierungsabdeckung)
Bereit, deine Reise zu buchen?
Schauen Sie sich meine Ressourcenseite für die besten Unternehmen an, die Sie verwenden, wenn Sie reisen. Ich liste alle auf, die ich benutze, wenn ich reise. Sie sind die besten Klasse, und Sie können nicht schief mit ihnen auf Ihrer Reise gehen.