Ronald W.

I guess one MORE one-star is not going to add to what is so obvious already - my recent experience in Iceland echoes everything others have said. I will add here that since I live in the Bay Area and found out that the HEADQUARTERS of Airbnb is in San Francisco at 888 Brannon - After numerous attempts at dealing with their so-called "customer care" with the same experience of other reviewers (being ignored or getting canned generic automated replies completely ignoring my well documented detailed complaints about the apartment owner's remise and RUDE treatment), I wrote a formal letter of complaint to their self appointed CEO, Brian Chesky. As expected, it was ignored, so I followed up on-line with threats of going public and outside the organization with possible legal action since this company TAKES THE FULL AMOUNT due at BOOKING and then accepts NO responsibility or even gets involved when something goes wrong, which obviously happens a lot (read the reviews below!).

I believe this relatively new way of doing business on-line the way Airbnb does (with seemingly no procedures, policies or standards/requirements on the owners to assure locating their properties is as easy as possible and that things like appliances, stow-a-way beds, etc. are safe, in working order and instruction information is available or provided in person by owner) is "testing the waters" in a number of ways.

In my case, when I finally did get a response from a "Senior Customer Service" rep, it pretty much ignored my primary points and offered to do nothing regarding taking some responsibility and much needed corrective action. I have since written back twice and all I got was another generic automated reply basically running me in circles! AS MANY HAVE ALREADY EXPRESSED, THIS COMPANY IS A JOKE AND IT IS A CRIME THEY ARE GETTING AWAY WITH IT!

I have threatened to take the whole situation to local newsman, Michael Finny and his "Seven on Your Side", as I think that kind of exposure would perhaps GET THE CEO's attention and force him to get involved and make some changes! Another more direct approach would be to get government and legal authorities involved regarding the issue of them collecting FULL rental amounts up front and then bowing out and leaving it up to the renters and owners to duke it out when things go wrong, which they obviously do!

PS - SiteJabber, you need to start allowing ZERO STAR REVIEWS FOR DISGUSTING COMPANIES LIKE THIS!