Michael M.

Here's my airbnb horror story. For a year I used airbnb for almost all my lodgings, more than 30 nights total. I was very satisfied with every host and accommodation, with a few minor issues that always got resolved between me and the hosts. Everybody happy.

So I had 5 upcoming reservations with airbnb, and a week or so before the first one, I get an email from airbnb that I need to be "verified" or my reservations would be cancelled. I'm an old dude (64) and don't do facebook, which is apparently the preferred verification method, but I followed the instructions for verification by webcam photo of my driver's license, and the airbnb screen said it had worked, so I forgot about it.

Four days before my first reservation, I checked my airbnb account and ALL my trips had been cancelled! I called airbnb after I googled their phone number (it was nowhere to be found on the airbnb website). The call center guy said he could see the problem but he would have to call special forces to fix it, then assured me it would be done within 24 hours and everything fixed. Three days later, after 3 more calls and 3 more call center flunkies with the same script, I gave up and told the last one to just let the cancellations stand. I ate the plane tickets.

I still have not heard a word from airbnb. No courtesy calls, no courtesy. Zilch. I would frankly recommend to anyone considering using airbnb that it may look like a good deal, but you get less than you paid for, and just pray there's no trouble because customer service is an insult and a sham.