Farid K.

City: Rancho Santa Margarita, CA

First of all, it is quite apparent that Airbnb does not have as much protection for it's guests compared with it's hosts who are it's source of income! Therefore, it cannot be a fair organization. My host was allowed to cancel my reservation on me after I had spent a lot time and money to select that property back in January. This was a shocking revelation to me that hosts can do such a thing even after payments are taken from my credit card. In my case, it was not even an emergency. It was just that another guest had offered my host a longer reservation (6 months) which conflicted with my booking. The host canceled my booking and took the other guests. Does this seem to be morally acceptable to you?

Secondly, Airbnb customer support was not there for 3 days when it was needed most to help me out! The person assigned to my case (Alex G.) was out of the office for 3 days and no one in the office would take care of her cases. Apparently, this is not Airbnb policy to reassign customer cases! While I was looking for another property to switch to, my repeated emails to Alex remained unanswered. When I called customer support line, I was told that I have to wait for Alex to return, and yet they would not tell me when she would come back to the office. How frustrating is that?

Thirdly, Airbnb does not really care about customer support. Why, you may ask? Well, here are a couple of good reasons:
1) There is no phone number to be found anywhere in Airbnb web page to contact customer support. I had to find it thru Google! If there is one in Airbnb web site, you have managed to hide it real well!
2) There is no obvious link in Airbnb web page to leave any feedback. I had to ask your customer support to get this hidden link. Don't you want to know what your customers think of your services? Why isn't there a clear feedback link right in your main page for people to provide feedback and rate your customer support? Note: This is not for the property. The feedback is for Airbnb itself.

I wonder if this feedback is going to bit bucket or if a real person is going to even read it. I am going to remain optimistic for a couple of days to see if anything results from this feedback.

Farid