Jo H.

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.