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AirBnb, Three Hours Wasted Asking for Support on Hosting. I was trying to write a Public Response to a recent review and stopped after three words, deciding to consult with Customer Support on how best to respond. A very negative review of my home and myself could ruin my reputation. Upon returning to the Public response option I was told that it was too late to help me as the four word incomplete response had already been published?? I escalated to a supervisor who repeated the same mantra that “there is nothing we can do once something has been published, even though it it was done by mistake and not completed. No One To Help With A Simple Edit On My Own Response!! This is a business and anything can be edited by its owner!

Loved AirBnb until the bat! Loved using AirBnB for years. Trips to Las Vegas, Paris, St. Thomas etc. We travel at least twice a year and use AirBnb a lot. Stayed at a house in Puerto Rico that had a bat in it. As we were trying to get the bat out of the house it flew into the side of my kids face. Puerto Rico doesn’t have the same testing sites as the US for rabies. Had to get my son rabies vaccine back in the States. Cost is over $2500 with insurance. Customer no service somewhere in Asia didn’t help at all. The only video we had was getting the bat out of the house in a trash can. I guess people just make up wild stories about bats in vacation rentals. Really wanted the support of the homeowner insurance but no luck.

AirBnb, Host canceled the day of our arrival and we received Zero Help From AirBnb – Will Never use AirBnb again! Never! I would give the Host (Listed on the site as Ventur Penthouse in Hollywood Beach, FL at the Hyde Resort) And AirBnb a Minus 10 rating if I could. The Host cancelled the day of our arrival while we were flying on the plane. We are a family of Six! When I called AirBnb Customer service, I was told by the customer service representative that she would find us a similar property and if it was more expensive, they would pay the difference And that our issue had been escalated to the highest level for response and resolution. It’s now been over 1 week, and we have yet to receive a call. I will Never use or recommend AirBnb for renting properties. I would suggest using VRBO, as my experience with VRBO has been stellar. Worst Experience Ever!

AirBnb, Customer service awful. Your global reps are awful. I am deleting my account and contacting the city manager Katheryn Berger to remove our corporate account with AirBnb.

AirBnb, No follow through from Support. Dear AirBnb Support Team, I hope this message finds you well. I’m writing to express my concerns regarding some recent experiences with your customer service and policies that have been both disappointing and frustrating. First, I have noticed a lack of follow-up from your team on information that has been provided. Despite clear communication on my part, updates or resolutions have either not been addressed or have been delayed without explanation. This lack of consistency and accountability diminishes confidence in the platform. Additionally, I’ve experienced instances where your team has initially confirmed the ability to provide certain solutions or accommodations, only to later backpedal on those commitments. This back-and-forth creates confusion and leaves users like me feeling unsupported. On January 2, I attempted to reach out to Josephine regarding an issue, but she did not reply to my messages. Each time I tried to call, I was connected to someone else who would assure me that they would leave a note for her to call me back. Despite these assurances, I never received a call or any direct response from Josephine, which left me feeling ignored and unsupported in resolving my concerns. Today, I reached out via the AirBnb chat feature at 12:28 PM, and I received an automated message stating: “Thanks for the message – you can expect a reply from AirBnb support within 5 minutes.” However, I did not receive a response until 2:29 PM, two hours later. When I finally received a reply, it merely reiterated the review process, which I already understand, but it failed to address the specific question I had asked. I reposted my original question due to this lack of clarity, and at 3:52 PM, I received another message stating that the guest had disputed the review and that Rithish would check the reason for its removal. As of this email, I still have not received an explanation for why the review was removed. How hard is it for you to simply tell a host the reason? Furthermore, I was not even notified that there was a problem with the review in the first place. The lack of communication and transparency is unacceptable. Another significant concern is that your platform imposes harsh consequences on hosts while offering little accountability for guests or your employees. For example, if I want to cancel my account, I would have to pay 10 percent of my nightly rate and cleaning fee. This makes it almost impossible to cancel without significant financial penalties, leaving hosts trapped. At the same time, guests seem to face minimal or no accountability for their actions, and there is little accountability for Airbnb employees who fail to respond in a timely or meaningful manner. Lastly, I am deeply concerned about your policy allowing guests to remove reviews without an appeal process. Reviews are an essential part of maintaining transparency and trust within the Airbnb community. Allowing reviews to be removed with no way for hosts to appeal or provide additional context undermines the integrity of the system and leaves hosts vulnerable to misuse or unfair representation.

I value the AirBnb platform and the opportunities it provides, but these issues have significantly impacted my experience. I kindly request that you address the following concerns: Improve response times and ensure that inquiries are fully addressed in your replies.

Provide accountability for team members, such as Josephine, who do not follow through on communication. Expedite the follow-up regarding the reason for the disputed review’s removal and provide a clear explanation immediately. Notify hosts proactively if there is a problem with a review, ensuring transparency and fairness.

Reevaluate the review removal policy to implement an appeal process that ensures fairness for hosts. Review your policies for account cancellation to make them more balanced and less punitive for hosts. Thank you for taking the time to read this email. I look forward to a prompt and meaningful response to these issues.