Susan M.

Six guests stayed at airbnb managed property in Maui (Paradise Properties) between December 20-27. We were charged $1273 per couple for a week (more than $3500. 00 total) for a unit that does not accommodate 6 adults - only 4. We had to move furniture so we could all be together in the common area, eat in shifts, stack bags and belongings in the common room since there was no shelf, drawer closet or cupboard provided for extra two people. Light bulbs were burned out, refrigerator shelves broken, the mattress on sofa bed was horrible even when placed on the floor. Mainly there were no accommodations for two people at all which inconvenienced all of us. We sent pictures, explained the situation in detail, and asked for a partial refund (for 2 people) -the host refunded our "service charge" of $200 and blamed us for not calling her about a burned out light bulb. We went through the "resolution" process with airbnb rep who also did not respond directly to actual concerns and blamed us for not calling. She said she could not 'force' the host to refund money. This is not a resolution process. The accommodations were woefully misrepresented and customer service is appalling. We will never use airbnb again and the six of us have told our traveling friends. Airbnb must change their way of settling disputes by actually reading the complaint and attempting to find a reasonable solution. Airbnb must use the leverage of refunding money to customers if they want their properties to represent their accommodations accurately. Airbnb attempts to resolve the process is insulting - No one should be treated with such distain, especially customers.