Airbnb

We booked a villa to Spain for Christmas 2021 and paid £1500 ( 1st installment). 5 weeks before our trip the Spanish government announced that it was stopping flights into the country from the UK due to the new covid variant. I contacted Airbnb customer service to cancel our trip. They said don't cancel your booking on the system, contact the host and try to get your money back or change the dates for the new year. I messaged the host through the website and explained the situation asking him to return our money or allow us to change the dates for the new year (we were flexible). The host ignored all our communications. I had 22 phone calls and 19 email communications with Airbnb customer service. Each time I was passed on to someone different. I was told each time they're looking into it and will get back to me. They instructed me not to cancel my booking on the website or the case will be closed internally. I said the 2nd installment is due soon, please make sure you don't take any more money from my account (2nd and final installment), they said they wouldn't. 2 weeks later they take the 2nd installment, bringing the total payment to £3650. I contacted Airbnb immediately when i knew they took this money. They said it was my fault for not canceling the booking. After many emails and communications, I was able to get back £1560, but only once I cancelled the booking on the website. Airbnb refused to give me back the other £2090 saying they don't accept covid as a reason for canceling bookings, even when the government cancels flights. £1500 of our money went to the host and Airbnb kept £590 for their services. So we are out of pocket £2090 at Christmas and Airbnb has closed our case and refused to support us any further.

Flew to Baltimore for surgery (cancer). Booked a listing for one week. The very next day after checking in, we contacted host and airbnb customer service with our concerns about the safety of the building/neighborhood ( rough neighborhood not save for tourist). Homeless people walking around the building. We discovered the location to park our vehicle was not in the garage but instead in a parking lot in the back of the building. The street seem like an alley. It's a corner lot that seems unsafe and cut off. You have to go through a parking garage with a wooden barricade where the automatic door used to be. There was 5 foot metal crowbar just laying in the middle of the hallway. We are from out town we was not aware that the neighborhood was did smack in the middle of the hood, abandoned building with Graffiti.
We requested to complete the minimum stay but wanted to make modifications to our check out date. The host wouldn't approve the modifications and the customer service team was insensitive and unconcerned with our safety. We booked the listing last minute, so it wasn't like the host had a previous booking that we intrupted. The customer services agent (eddie)was rude, dismissive and out right sarcastic.

When i asked to speak to a supervisor, he claimed he was the supervisor. I asked him what was the turn around to getting an answer, he stated 24-72 hour. Customer service waited an entire week, the day after we checked out to call. A new representative called and stated she is just now seeing the ticket in the system and how can she be of help. The customer service team intentionally ignored our concerns. When i travel, i have always used airbnb. I have been on alot of trips were others booked but i was an occupation. I am currently staying at an airbnb now because i am not cleared to travel yet but this will be my last booking threw airbnb. There is other booking sites and they have the same listing as airbnb. I will be going even further to informing all of my friends and family of my experience. I hope eddie was worth the business you will be losing. Eddie acted like we were taking money out of his pocket. This shouldn't have happened especially during such as a fragile time.

My elderly dad is wheel chair and disabled. We had to find immediate housing for him since he had a home fire. We found a condo in Naples Florida owned by Mark in the Vineyards (BE AWARE) and in order for us to inspect the condo …we had to pay it then visit it. The condo was not handicap assessable for my dad. The owner Mark insisted we cancel and later to find out from Airbnb that the owner has to cancel for a $******* one month refund. The owner has kept the money, his listing was not effected by our cancellation and Arbnb has not assisted us on this matter.

Here is their policy and I have reported it to the BBB, looking into an attorney and going to the media to make people aware of these tactics by landlords and how Airbnb will dismiss the issue.

Disability Policy - this was not granted on our behalf

Airbnb hosts may not:
Decline a guest based on any actual or perceived disability.
Impose any different terms or conditions based on the fact that the guest has a disability.
Substitute their own judgment about whether a unit meets the needs of a guest with a disability for that of the prospective guest.
Inquire about the existence or severity of a guest's disability, or the means used to accommodate any disability. If, however, a potential guest raises his or her disability, a host may, and should, discuss with the potential guest whether the listing meets the potential guest's needs.

Hello Rose,

Thank you for sharing your thoughts with us.

Upholding the policies and standards that protect our community is very important to us. We've given your case and its details careful consideration and we determined that is not possible to make any refund outside the cancellation policy.

We understand that this might not be what you'd hoped for, but we came to this outcome because as the information that the property had stairs is disclosed before the reservation was created.

Our review is complete now, and we won't be able to offer additional support on this case at this time.

If you'd like to provide feedback on Airbnb's policies or your experience, you can do so any time at:
airbnb.com/feedback

My dad canceling was not for any inconvenience it was he is disabled and cannot climb the steps.

If I could give this company a negative zero I would. The people that is running this company are all incompetent's and need a class on how to help their customer. My account was flagged for a disturbance of some sort. The very first time I schedule with Aribnb was last August of 2022 for my daughters baby shower that was approved by the owners of the home. I stayed in communication with the owners and I even received a good review back from the owners for leaving their home the way I entered their home.

I ask the customer service rep for the corporate office number or an email and was told that they don't have that information to give which is a load of crap. I am so dissatisfied with this company and the way they 're running this company it is ridiculous and very unprofessional. So now me and my family is homeless until our home is ready to move into. The crazy part is they told me that I could rent a hotel or a room, but I am unable to rent a home and I have a 5 month old grandbaby and you think that I am going to stay in a hotel for the next couple of week until I am able to move you have to be one stupid individual if you think I am going to do this. I see why there rating are so low because of the way they treat there customer. BTW I haven't book with Airbnb since my daughters baby shower that was in the middle of summer in Arizona and the baby shower was over before sundown there was no commotion nor was there any noise the could cause a disturbance. The time of the baby shower was from 2pm-6pm and everyone was gone. Nobody can tell me where this complaint came from nor will they take the information that I have between me and the owners. I hope this business is shut down and people will stop using it and come up with a better app that will take their customers word and actually do a proper investigation to see is what is being said is true before enabling someone's account. Let's all work together to get this appt shut down! I have added the proof of communication between me and the owners of the property.

DO NOT Book this Airbnb. The host is a liar and will give you a negative review even if you clean the airbnb, fold the blankets and wash all of the dishes, AND take out the last person's garbage? I am so appalled by my experience at this airbnb. The host is in utter delusion to unsee all the things the guests have done but rather lie and make false claims and accusations. First of all, he wrote on my review that he thinks we did not bring bedsheets as his bedsheets seem dirty. We had an infant and diabetes patient with us, it is covid so why the hell would he make this assumption? When I asked why is he lying? He said he only "ASSUMES" this on my profile? What gives him the right to make an assumption. Quite honestly, he only ASSUMES this is because my mom wore a scarf and so he THINKS we are dirty people. HE is a LIAR and BEWARE. HIS COTTAGE RUNS SEWAGE WATER IN HIS PIPES. Which is hazardous, I regret I gave him a positive review regardless of this, we went out and bought our bottle water to even brush our teeth. He does not disclose this in the details. I have had always positive reviews as my family goes out of their way to clean the cottages so to be accused of this in a dated 2 star cottage it is horrible and disgusting. IF it wasn't for location and our positive mindset I would not give it even 1 star. HORRIBLE. LIAR and FALSELY ACCUSING. On top AIrbnb decided they will not take down the review and sides with the racist liar host even though I proved he claims he only assummed this about us.

My 9-year-old son and 8 other friends/teammates where were discriminated against and harassed while staying at an Airbnb hosted by a strange woman named Nabi who physically assaulted my 9-year-old and other children at the address listed below:
******* Maryland 108, Clarksville, MD
Which I later found the actual mailing address for online below:
******* State Route 108 Clarksville, MD *******
The team mom along with the coaches planned a sleep over for the boys to cheer them up from losing their football games Saturday. Our intentions were to lift their spirits by bringing them together for a sleep over the night before their next game. However, unfortunately my son along with his coach, a team mom, and the rest of his teammates were not shown hospitality, respect, dignity, or even common curtesy.
I'm outraged that I had to drive 3 hours back and forth to from Washington, D. C. to Clarksville, M. D. at 10:00 p.m. Friday evening.
The fact that this woman thinks in 2022 it's okay to inappropriately touch and throw 9-year-old little black boys out in the dark cold woods at 10:00 p.m. with nowhere to go, no way home, and without them even knowing where they were, is terribly disgusting to me.
I feel like they were only treated that way because of their African American descent simply because she called the police on the kids and had them escorted off her property as if they were criminals or did something wrong. Which I find very disturbing because I didn't know that Airbnb didn't allow little black boys to stay on their property once the reservation has already been confirmed and paid for.
I'm assuming this is how they treat little black boys in Clarksville, MD.

NEVER AGAIN WHAT EVER YOU DO, DO NOT STAY AT ******* State Route 108
Clarksville, MD *******

I booked a stay at an Airbnb at Address 9300 Renshaw Dr, Bethesda, MD *******, with an owner called Shahab. His place was bare bones. Hardly any pots, or pans. No silverware to speak of. No real cups, in short, a poorly stocked kitchen. Washer and dryer in the back of the home in what was a spooky, grey large room with all the ductwork there. There were no dressers. There were bugs in the basement. He would stomp over my head with his baby at three and four am. He refused to stock anything insisting I call him to get what I needed. Home smelled of mildew. Home had been refurbished, but just wasn't pleasant. All of our communications were pleasant. He kept extending my stay as I had my husband in the hospital. I cleaned with lysol when I left, opened windows, made sure I did what he asked, forgot to get a few things from the refrigerator. Without any prior warning he got online and slandered and libeled me insisting I left a bad smell, that I wrote personal things, that I left things in his refrigerator, that I called him at all hours, on and on. He's full of it. There were things I needed, and he said to call at night. I needed toilet paper, or I needed other items he refused to stock. If he didn't want to be called provide them to begin with! He had ample time to ask me to leave, why would he keep extending my stay if he felt that way? In terms of personal things, he emailed to say he was not booking after November because "B&B was not for him". So, if someone does not want to talk about personal things why email that to me? What goads me is that I was told by Airbnb is that it is not against their policy for him to write this slanderous nonsense. So, in effect they are saying their policy is to allow slander. I was told by many of those looking at the case that it was unfair, uncalled for, no bad words exchanged, and everything seemed to point to his continuing to allow my stay which is the opposite of what any normal person would do if anything he said were true. I could have written this on the Airbnb but decided to delete my account. There is no way I would suggest anyone deal with Airbnb for any reason whatsoever.

I was an airbnb host and I got a ahck of a problem with this useless bunch of idiots, I get a family that didn't followed at all the rule of the house, basically they should sleep in 2 rooms (2 parents with 3 children) and the children where not suppose to sleep alone, in 3 days this kids made over 15.000 THB (500 USD) of damages to my house including the total destruction of a ceiling and a ceiling fan (the same day of the check out) and they refused to pay for the damages. Airbnb claim to have an insurance in this cases but when I claim my rights first the suspend my account then when I asked to reactivate it they wrote me this email:

Hi xxxxxx

Thanks for reaching out.

We regret to inform you that we'll be unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s). This decision is irreversible and will affect any duplicated or future accounts.

Please understand that we are not obligated to provide an explanation for the action taken against your account. Furthermore, we are not liable to you in any way with respect to disabling or canceling your account. Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed.

We'll contact you if anything changes in the future, but until then, we won't be able to assist you any further with your account issues. Please see our Help Center for further information: https://www.airbnb.com/help/article/432.

Thanks,

Joey
www.airbnb.com/help

This is my reply:

So, you useless bunch of idiots, cancel my account and all my data that you got in you database or I'm going to press charges.

$#*! YOU

Airbnb stands the old gold standard for business, "The customer is always right," on its head, as no matter how dysfunctional its user-unfriendly host site, it's the HOST who is either "using the *wrong* browser (*right* browser, per airbnb, is Google Chrome) or having "a PC issue." I've repeatedly run into the problem that my calendar listing of "unavailable" changes to "available" unexpectedly, through no action of my own. I find this out only when I receive a prospective guest's request for renting the room. I then have the awkward task of declining the request, explaining to the guest that airbnb mistakenly displayed my space as available when it wasn't. When this happened yet again a few weeks ago, I called airbnb (you will not find a single phone number for the company on its website, though it inexplicably proclaims that it can be reached by phone; you will have to Google "speak to a human" to come up with the number). The customer "service" rep wanted to impress on me that the problem was obviously at MY end -- either due to some PC problem that I must be having or, more likely, to my personal preference not to use Google Chrome. (Perhaps airbnb gets a kickback from GC for each caller whom it browbeats into switching?) "Service" rep advised that I "can call tech support" whenever I want to change the room's availability status. (Convenient, right?) Subsequently I found other airbnb users, on reddit.com, who were experiencing the same calendar dysfunctionality as I was. I e-mailed the "service" rep to tell him this, only to receive a boilerplate response that there "must be an issue" at MY end. There are two good things about airbnb: (1) it performs a useful service for both hosts and guests and (2) it pays hosts very promptly. However, the customer service is virtually nonexistent, and what it does provide is permeated with an arrogant, not-OUR-problem attitude. To describe its customer service as abysmal would be massively overpraising it.

This hospitality outsourcing business is becoming a cult for those inside the tent. The endless striving for Superhost status, the needy requests for other hosts to give feedback on their listing, the 1000s of agonizing posts regarding the virtue or necessity of leaving soap v tea bags, to iron sheets or not, to supply shampoo or not, the cogitating about whether soap scum or drain hair, fridge access or feng shui was the real cause of that last poor review... Not to mention the thousands of horror stories and near misses that appear on the site's Group Host Anecdotes.

These wanna be Martha Stewarts have created their own well furnished and tastefully decorated prisons. Hosts are hostage to guest reviews, and are developing coded review strategies to alert each other but not provoke the dreaded negative review, or worse, apparently, no review. The supposed emphasis on security results in a "pant down bend over" protocol for hosts to "verify", but a loose protocol for guests who reportedly game the system.

The site has inaccurate Google tags if you are searching for properties by location, a so called security device: but gives out real addresses to unverified guests whose emails are faked, whose phone numbers are no longer in service, who turn up with extra bodies, and who have trashed, burgled, and robbed hosts.

And a hosting service who thinks it is appropriate to use videos of sleeping women, (no sleeping men mind you) to advertise their site is just out of touch. These videos look real, and show women waking from sleep, apparently unaware they are being filmed. Airbnb say they are actors, but either way, it looks creepy.

The site is hard work, glitchy, under resourced, slow to respond to issues, and lacking support for hosts. Forums do the work of site administrators, and newbies are thrown to the wolves. Guests have the whip hand, and hosts are just collateral damage. You would do as well to do what they used to in the old days, put up a sign: room for rent, apply within.

If you don't have an issue with Airbnb bookings, fine. If you do: better expect to accept massive financial losses (airplane tickets, additional bookings, ruined travel plans etc.) because Airbnb customer support won't respond timely, and Airbnb agents don't read and listen properly. Documented facts written and voice recorded: Albanian host refused to share the correct address of a confirmed booking, instead suggesting to ask bus/taxi drivers to call her when arriving near her place. After 2 hours of sending confused text messages the Albanian host offered to cancel the booking one day before arrival ‚because she doesn't care about money'. Guest (I) forwarded the written statement of Albanian host to Airbnb customer service and called to get the confirmation for the cancellation of the booking. At this point alternative places to book nearby were still available. Albanian host changed her mind and continued to send confused and increasingly offensive text messages for hours including threatening to call the Albanian police if the guest would show up near her house in Albania - all of this without any logical reason! Airbnb customer service refused to accept the cancellation for more than 13 hours (8 a.m. CET to 9 p.m. CET) because of technical call center issues on this day - as confirmed by an Airbnb agent (second level support could not be reached for 13 hours) + a total lack of service orientation -> Airbnb created 5 tickets in parallel for one case forcing me (the guest) to explain things in an emergency situation all over again and again. After having created new tickets, no response by Airbnb for hours. No way to speak with agents who have the power to decide anything. Just blabla for hours and waiting lines. Result: I missed my flight, had to book an additional flight, and had to book an interims place to stay. The final response (days later!) of Airbnb agents is ridiculous (see screenshot attached), they refuse to take over responsibility for anything. Airbnb's business acumen is definitely not in line with existing customer laws: Airbnb argues that the host acted totally in line with Airbnb's terms and conditions -> meaning the guest needs to solve the financial mess caused by Airbnb's customer support - because they did not respond in time. Shame on Airbnb's senior management obviously preferring to burn thousands of dollars on faulty customer service processes + protecting hosts (to keep the apartments as offers) who obviously disqualify themselves with totally mental behaviors. I collected 35 times 5-star ratings from former Airbnb hosts and now after having gone through the experience I am reviewing here, I decided to delete my Airbnb account.

AirBnB is loosing its perks. It has become a platform neither protect the consumers nor the hosts. Long story short, I travel quite some times for business and prefer to cook my own meals, so I like to have a big kitchen wherever I go, especially with my families. I started liking AirBnB since 2016 and had one or two amazing experiences, with no problems, though actually the prices were more expensive than 4-star hotels. After that, everywhere I travel within the Americas became nightmares. Yes, as a guests I receive quite amount of good reviews. Because guess what? I didn't even stay in there most the time...

So shame on you AirBnB. More expensive than hotels and absolutely no guarantee of quality service of any kind.

AirBnB charges both the consumers and the hosts, quite a chunk, especially for extensive stays. But guess what service they provide? Nothing. If there is any problem during the stay or the ad is inaccurate that when you check in, it looks nothing like on the picture; AirBnB Does Not Care. So there you go. You paid a lot of money for your trip but end up without a place to actually sleep well. You either have to look for a hotel somewhere or stay in a small sofa trying to rest because there is no decent service about cleaning and maintenance. There is no rules about that. You complain to the hosts and they could treat you whatever they like. AirBnB Doesn't Care.

Even though you paid a large cleaning fee, most of the hosts would ask you to clean everything including putting everything in the laundry, clean the bathroom towels, clean all the dishes and etc etc. So you don't even know where the cleaning fee went.

When you want to put a bad review, everybody is offended these days. You can put negative 1 star review, AirBnB still Doesn't Care... You will not get your money back.

I'm sure 2 years after 2020, there has been some trust issues worldwide. So I understand that hosts sometimes fear that their guests might be not following rules or are troublemakers. But guess what? Hosts are not protected either. AirBnB just take a chunk from both sides and leave all the problems to you guys. As a platform it is not honest or safe; has bugs that still not fixed; no measures to protect consumers and hosts.

So this is what happened when a company set out to do good and innovative, now again, turned into a corporate machine. Of course, their stocks are fine now, until real competitions kick in.

My partner and I booked a place on Airbnb ealry March before COVID-19 for November 2020. We had booked this place for guests that were coming from abroad. My partner did the booking under her account.
Come October, the people who were coming are no longer traveling due to the COVID pandemic. On top of this, the people who are running the place were very unresponsive and unprofessional, telling us that they will call back and never do and then go as far as saying that they contacted the other partner when they did not. The final straw for this location was when a most recent review of the place claimed that the place was UNINHABITABLE and that they got their full refund.
We contacted Airbnb to get a full refund and of course we had to call 4 times between dealing with incompetent customer service individuals, or having the line "mysteriously" get cut off. After finally getting through to explain all of the above issues, here was their conclusion:
1- since the booking is under my partner's name, then they cannot give a full refund based on the COVID-19 policy since it is our guests who are not coming (because it makes sense that we booked a 9 room airbnb for only herself right?). On top of this, they are requesting that travelers have official restrictions from the US government knowing that most countries don't have that entry restriction.
2- They did not even address the bad communication and unprofessional behavior of the managers of the location.
3- When it came to the UNINHABITABLE review of the location they said that we need to have proof of it and since it is someone else's experience they wont do anything about it.
Airbnb did not do ANYTHING about a review saying that the place was uninhabitable during a pandemic. They basically wanted us to go there and get pictures on our own booked time. So they want to put us at risk, take the trip to a location that is possibly UNSAFE to be in in order to get a refund. You would expect a more thorough investigation over a possible health hazard like this.
Airbnb is just a third party money making machine that holds no accountability to the places that they allow on their websites. BE careful booking with this place.

So it isn't there policies I have a problem with but rather the way they handled everything. So I opened an account with airbnb and went looking for a place to stay for my pending concert the next night. Found a place for for my fiance, me and our fur babies. Went to checkout and it asked for info such as phone number, text the person running the airbnb and a credit card. Did all that and it hung up and wouldn't process when I tried to check out. Saw I had an email and went to it telling me it needed the info again but this time it wanted a picture of a drivers license. I gave them the picture and went looking for the place I wanted to rent again.

This is where things get unprofessional. I got booted out of my account 2 times telling me I had logged out. Went to log back in the 2nd time and it told me my account was locked and I would need to go to airbnb website to review it with them. No explanation or understanding of what was going on. I then get a email from airbnb telling me I can go and slappeal my account being locked through a link. I still at thus point have no idea what is going on. I went to appeal and they asked me what was my reason for appealing and once again not saying anything about why I'm locked but rather they can't tell me in that section why I'm locked out but wants me to tell them why I shouldn't be locked out. Still had no clue till I went back to my email and saw there was another email and it stated that I had a criminal background from 30 years ago and they wouldn't allow me to rent from them. Website states they only go back 14 years and that they take into account rehabilitation and being a productive member of society. Well long story short they should make all this transparent when you sign up and waste everyone's time.

Booked accommodation in Manhattan NYC with a female Latino and confirmed 24 hrs prior to departure from Australia. Seven hours late due to airline issues and when I arrived, a male was opening the door to the apartment where I was booked to stay. He closed the door as he stated that he did not know her and I was left with a flat mobile at 1240AM. I asked a complete stranger to assist me and when she rang her, she was half a klm down the street and around the corner but did not have the decency to come and meet met. 'Where have you been? You are seven hours late and I have been waiting for you all day. I have wasted my whole day because of you'. I was taken to a substandard accommodation in disrepair - air conditioner hanging out of the wall, sink/stove/fridge with no bench space was the kitchen, bathroom tiles were never grouted, dirty and loose and the bath was porous and unhygienic. Upstairs was lacking in any form of soundproofing so every movement from an insomniac was heard and no sleep. Contacted Airbnb after my return to Australia (seven week trip) and TOO LATE TO COMPLAIN. They they asked me for photos which I was ready to send to them and they closed my case without any communication with me. Clearly there is profit to be made in NYC accommodation and they do not want to delist these profit making ventures. BEWARE OF MANHATTAN AIRBNB OPERATORS.

I recently used Airbnb and perhaps creating my profile and how tedious that process was, foreshadowed what was to happen while on vacation.

So first of all, Airbnb, you website is a users nightmare if they actually would like to book. I tried uploading my I.D. like 40 times before i gave up and had to contact your customer support and send them the picture to verify my identity.

So I booked a place in Paris which was nice, it was just like the way airbnb had shown it to be on the website. Cute Parisian apartment in Le Marais the host who were not there Guillaume & Marie really were above and beyond what they listed on their profile so for that- Marie & Guillaume get a gold star.

However, I booked what i thought would be a sweet place in Barri Gotic Barcelona which ended up being the biggest $#*!hole ever. Like it was legit a condemed building upon arrival. When our taxi dropped us off he actually was so concerned he gave me the names of hotels he knew had openings in nice neighborhoods for a reasonable price- might i add I was there (Barcelona) during a cardiologist conference and most hotels in central locations had been booked out and there was no where near there to go.
So with this information i thought, let me just see what the inside looks like maybe its not so bad. Who knows? Well the inside looked like the set for the next Saw movie. It was a squatters dumping ground and my host was a no show who kept messaging me on Whats app telling me she was there told me her neighbor would meet me, he was random kid from Belarus that did not speak english spanish or Catalan, was going to show me my room. To which I was like actually no, thanks I would like to survive my trip to Barcelona. So i took my taxi drivers advice and went to a hotel on Avenida Grazia and paid what was like $80 USD so it was a deal!

So just a little thought for Airbnb- maybe you do a background check on the places being listed!

I would like to start off by saying that I spoke to an amazing customer service representative to file/escalate my complaint. However, my one good experience is shadowed by my very bad experiences. I had to cancel my reservation due to the emergence of Covid-19. I was super thankful that I did not have to put my health at risk because I fell under Airbnb's extenuating circumstances policy (or so I thought). I canceled around mid March and immediately contacted customer support via messaging (the method they recommended). I called a few days later after no response. To make a long story short, I found out early April that my case had been closed without me being aware (no one had ever contacted me after I messaged about my cancellation). Of course I reopened the case because Airbnb refunded me less than 8% of what I paid in total. I found out that their policy is extremely misleading to say the least. Every time I submitted evidence/documents, the requirements of what they needed changed. After 1 week of what was a short notice to retrieve a letter from my doctor during a pandemic, my assigned representative communicated that my case was going to be closed. I believe they tried to hurry and cancel my case as retaliation of me filing a BBB case against them. When I spoke on the phone with my Airbnb representative, he wouldn't let me talk at all and he was very rude. I kept requesting to speak to someone above him to leave a complaint and to communicate my case. He kept ignoring my request. Thankfully, my doctor was able to send me the letter that day and I submitted it and was able to get a refund. DO NOT USE AIRBNB or take careful caution if you do. It is a headache to deal with their customer service and you have to call continuously to get resolution. A friend warned me about them and I didn't think I would be affected by their money over people practices. I was wrong. I strongly recommend people try to get a doctor's letter if they are dealing with refusal of a refund from cancellations due to the Coronavirus pandemic.

My friends and I rented a house in the Hamptons for a long weekend.
Upon our arrival the place was 95 degrees with the windows being
Partially open. The place was clearly in the process of being
Remodeled and wild animals were all over the place. Not to mention the
Bugs that were in the kitchen. It was MUGGY and just gross in the
House. NEVER EVER rent a house in Sag Harbor 66 Meredith Avenue Sag
Harbor. Brenda is a HORRENDOUS host. We contacted the host of the
Property who informed us the place had no air conditioning and she
Dropped some fans off. The fans barely worked. It was so hot the
Fridge wouldn't even stay cold. The temperature was inhumane,
Absolutely ridiculous not a vacation. We had a baby with us who was on
The verge of becoming sick from the heat. We contacted the host again
Who informed us it was the hottest day of the year and that he
Completely understood. He informed us that we would receive a FULL
Refund if we left that same night. We feverishly sweated and searched
For places in the area to stay which was a challenge. We left within
2 hours of our arrival. We ended up all not staying together because
Nothing was available that last minute. The next morning airbnb
Informed us that air conditioning was not a listed amenity and they
Could not process a refund we paid $1800. 00. The owner denied telling
Us that he would indeed issue us a refund, even though hours earlier
He said he would on speaker phone in front of all my friends. AirBnB
Assigned us a case manager who we NEVER spoke to. Every time you
Called you got somebody different. We aren't even able to leave a
Review on the property because we didn't stay there. Go elsewhere for
A rental