Issa G.

I used to manage many AirBnb's on the platform but use it less for several reasons:

1. Last 2016, I had a guest who needed emergency services and I was on hold for 6 hours on the phone waiting for an AirBnb representative to assist us.
2. So far, the customer service agents that I have spoken to who help in AirBnb resolutions are untrained and they are not equipped to assist in these matters. Often times I have had to cover charges for guest for cleaning overcharges as when provided with proof with invoices of the cleaning charges, the agent would only mention that the charges that we charge for cleaning should only be the charge that the guest should pay for, even if the guest has left a mess and we have had at often times cover for the cleaning charges even surpassing hundreds of dollars (our guest have stayed for several months and we deep clean after their stay).
3. I have, on several occasions, attempted to speak to AirBnb agents and when I bring up an issue, they put the phone down.
4. There was a $2,868 charge on our credit card account from AirBnb in which they could not explain why our credit card was charged this amount and have requested for me to reach out to my bank. The bank can't assist in these matters, it is AirBnb who charged our account.

It has been disappointing doing business at AirBnb and I have slowly moved my business outside of Airbnb due to the unprofessionalism and system that is not pro-host and unorganized. I gave this review a 2 since I was at the AirBnb Open and thought it was inspiring. Other than that, the platform needs several improvements and adjustments and the customer service needs improvements as well.