AirBnB hosts violated Americans With Disabilities Act

GetHuman-sngettne's customer service issue with AirBnB from August 2018

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The issue in GetHuman-sngettne's own words
I was trying to get assistance from AirBnB to make reservations that would not be declined because of the host’s perception of my disabilities. My request for assistance was vial the website. One of their service representatives called me when I needed to release one of the declined stays on my end. **So AirBnB has the capability to call a customer when there’s a problem. ... I am new to using AirBnB. I am disabled with a brain injury and vision injury. I have a service dog. Multiple hosts violated AirBnB’s written policy regarding clients with disabilities and declined my reservations because of perceived problems with my disabilities. This is also a violation of the Americans With Disabilities Act.**I sent a message to customer service asking for help to make sure this did not continue to happen. I did not get a response from customer service.**I made multiple bookings over the same dates because I was concerned about being declined again because of my service dogs in places not allowing pets.**Because of my vision problems I did not see that the cancellation policy for full refund is within ** hours AND ** days. I interpreted it to say cancellation within ** hours of stay like other hotel so OR ** days in advance.**I only found out when canceling reservations that I saw I was not getting a full refund. I could have decreased the time I spent at each location to avoid the cancellation fees.**This is the first time I have been discriminated against because of my disabilities. This experience with your company was very upsetting, particularly because I did not get help from customer service making new reservations that would ensure there was no discrimination.**I believe I should get a full refund based on the very upsetting problems I have experienced.
It was a violation of the law regarding discrimination due to disabilities and AirBnB’s written policy on how a host’s concerns about a customer with disabilities should be handled.
Customer service should give me a full refund. I do the best I can with my multiple disabilities fud to injuries from a car accident but I sometimes don’t understand things correctly and don’t realize it when it is occurring.
This is my first experience with AirBnB. I have over * weeks of stays reserved. This is a lot of income for this company.
I will try my credit card companies to resolve this dispute.
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AirBnB

AirBnB
Customer service issue
Reported by GetHuman-sngettne
Aug 18th, 2018 - 3 years ago
Fixed
Seen by 17 customers so far
Similar issue to 3227 others
0 customers following this
Items needed
Booking reference
Billing address
Email address on the account
Account phone number
Payout method (If card or bank account
please include the last 4 digits)
Date of birth

Timeline

GetHuman-sngettne started working on this issue
Aug 18th, 2018 6:45pm
GetHuman-sngettne indicated the issue is not fixed yet.
Aug 18th, 2018 7:52pm
GetHuman-sngettne indicated the issue is not fixed yet.
Aug 18th, 2018 11:03pm
GetHuman-sngettne indicated the issue is not fixed yet.
Aug 19th, 2018 8:01pm
GetHuman-sngettne indicated the issue is not fixed yet.
Aug 20th, 2018 10:16pm
GetHuman-sngettne indicated the issue is not fixed yet.
Aug 24th, 2018 11:15pm
GetHuman-sngettne indicated the issue is not fixed yet.
Aug 26th, 2018 3:37pm
GetHuman-sngettne indicated the issue is not fixed yet.
Aug 26th, 2018 3:43pm
GetHuman-sngettne indicated the issue is not fixed yet.
Aug 26th, 2018 4:30pm

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