Hello,*I am writing to express my dissatisfaction and the unpleasant experience I had r...

GetHuman1203681's customer service issue with AirBnB from September 2018

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The issue in GetHuman1203681's own words
Hello,*I am writing to express my dissatisfaction and the unpleasant experience I had recently with Airbnb. I had booked the above place on July **,**** (* months back) through Airbnb in San Diego from ********** to **********. This was a special trip as my childhood friend was getting married and all her friends were flying down from different parts (even from east coast) of the country to celebrate her bridal shower. I had long back asked the host if it was possible to check in early to which they said they couldn’t tell me then abd that I should check back closer to the travel date. Three days prior to our trip, I messaged the host again through the Airbnb message board and I did not receive any response. I again messaged a day before I was flying to San Diego, again I did not receive any response. I finally flew to San Diego and as soon as I landed, I called the host around **am. The call went to voicemail asking to text to a number. I texted the number a couple of times but did not receive any response. Finally, I got a response which was had a very snappy tone to everything I had asked and one of them just said, “you will be contacted later and met after * pm”. (I can send the screenshots if needed). When I replied asking if the scheduler will call me or text me or if I need to go somewhere to pick up the keys as they clearly were not communicating anything, they never responded. Then I got another text from another person named Alondra (Screenshot attached) addressing me as Ryan and saying that the booking is confirmed. I responded saying they have the wrong name and that I am the one who booked the place- again no reply. Few minutes after, I get an email from Airbnb saying my booking was cancelled by the host and that Airbnb is giving me $** extra to find a new place (seriously how on earth do you think you can find a place for the same day with additional $**?). I texted the host again with the screenshot of the email asking if there was any mistake (Screenshot attached)- again no reply. By this time all my other friends arrived including the bride (this weekend was supposed to be a good surprise for her but even before it could start- it was unpleasant). They all were tired after a long flight and now had no place to go and instead sit in a restaurant and keep ordering things to just have a place to sit with the luggage. After all this, I called Airbnb customer support and they had no idea if the host had cancelled on us. They put me on a long hold to confirm with host and just told me “yes, the host had to cancel”- I got no reasons for the cancellation. I instead got a message on the Airbnb app saying to look into two new listings they sent and message the hosts. These listing firstly did not meet our needs- the first one had just one bathroom. Thinking we had no choice, I messaged the new hosts. One of them never responded and the other listing did (with no reviews or actual pictures of the place). Few minutes later I found this place was also not available. I again got a bunch of listings on the Airbnb app message board- some of these places were not even in the downtown- I still messaged them only to find they were not available. Why would you send me listings which are not available- the least could be done was to check the listings before asking me to contact each of the hosts separately. This only wasted more time and energy of mine while all of us were getting frustrated. At this point I started looking at hotels and the person who was talking to me on the Airbnb message board said Airbnb could pay $*** more to support the difference. How did Airbnb just go from $** to $*** only after I sent a screenshot of hotels being at that range? To my surprise even that hotel wasn’t available when I contacted them. Finally, tired, frustrated and aimlessly messaging places which were not even available, I just gave up. After almost * hours of trying, I finally called the Sheraton at Mission valley (at the outskirts of the downtown) and went ahead and booked * rooms. At this point we really had no choice and had to give up the idea of staying in the downtown. This change in accommodation also resulted in change of many of our plans for the weekend. To add to it, we now had to spend more time, energy and money in taking cabs to and from the downtown to the hotel every time (Being * people only added the number of cabs). *Apart from wasting a good * hours on the phone sitting at a restaurant and going through so much stress, I was supposed to prepare for the celebration that evening for my friend’s bridal shower which because of this whole episode had to be changed. Instead of celebrating a good time and a special occasion with my friends, we all had to go through a terrible time and stress and waste more money and energy than required. I have never had such an experience with Airbnb in the past. And the whole fact that I had to keep asking Airbnb for every booking I could see online (so that they could pay the higher price of the hotels) -only wasted more time and energy. I really feel that Airbnb should ban such hosts from being on Airbnb- especially when aprt from not being courteous and thoughtful, they wouldn’t even communicate or respond and leave their guests strangled. I feel just like the guests- a non-refundable policy post a certain time should also be applied on the hosts. I also would suggest that Airbnb should not posts any listing which is not even available for those dates- which only wastes more time and efforts of the guests. My friends and I also feel that after what we went through, Airbnb should not just refund our money for the actual booking we made but should also cover the expenses of the new booking we made. **I would really appreciate if Airbnb could be considerate to our grievances and do something about it. As a frequent Airbnb user, I would also request if Airbnb could take steps so that other guests do not go through such an experience.**Thanks in advance
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AirBnB

Customer service issue
Reported by GetHuman1203681
Sep 25th, 2018 - 2 mons ago
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GetHuman1203681 started working on this issue
Sep 25th 9:23pm