Dave H.

I have a continuing problem as a consequence of a reservation I made with airbnb. I wanted to inform potential users of this site of the difficulties I have had in resolving a problem i had. I booked two accommodations for six of us (three married couples) traveling to Ireland in late August 2014. Both of the reservations were accepted and I furnished payment for same in the amount of $2301. 00 on November 15,2013. I think that bound both Airbnb & me contractually. The reservations I paid for was for a trip we planned for August of 2014. I was informed it was "Company Policy" that trips had to be paid for when booked…even when that far in advance

On January 20,2014, some two months later, I received an e-mail from the host of one of the accommodations through Airbnb, cancelling my confirmed and paid for accommodations in Dublin for Aug 28-30. She claimed some misunderstanding on the dates that I had requested. She suggested another property and even went so far as to ask the host of that property to hold the space for us. Upon investigation I found it to be unsuitable since it had only two bedrooms and a hide-a-bed.

Since then I have made numerous contacts withairbnb company by telephone and e-mail. The e-mails were always answered by an automated response that made vague (& unfulfilled) promises of resolution. My telephone contacts, when I was able to wait long enough to get through the queue, were equally unproductive. I was often told that "senior management" was working on a solution and I would hear from them soon. The latest contact I had with your company was with an employee named Mitzi on 2-14/14. She said that the company had issued a refund for the cancelled/paid for reservation. I checked my AMEX account and no refund from Airbnb was posted. The representative then said that an e-mail addressing the situation had been sent. To date I have received no such e-mail. I asked for a mailing address for your company. After checking with someone, Mitzi unbelievably stated that she could not give out the address and that I should Google it. I also told Mitzi that I was unable to respond to the automated e-mails sent by your company. Her answer was that I should change my browser… which I found an astonishing response to a customer service question.