Jerson b.

Airbnb customer service is no existent. We recently booked an apartment in Rome and had an issue with one of the locks in the bathroom. Our seven year daughter was stuck in the tiny bathroom and began to panic to be broke the lock/door to get her out because on our first night we had a terrible response time from the host regarding issues with the key. Airbnb reviewed both sides and determined we should pay for the door and that was the final decision made by them. We tried to contact customer service and were unable to get any actual help. After reading through their small print (which we should done first) everything is geared to protect Airbnb and the host. Does Airbnb not understand that without guest/customers their business would not exist?! There was nothing fair about the final decision they made, Airbnb really just took the host side and never really heard our side of the situation. We will never use Airbnb and we will make sure we tell as many people as possible to beware of Airbnb.