- Report: #885539
Report - Rebuttal - Arbitrate
Complaint Review: Airbnb
Airbnb99 Rhode Island Street., FL 2, 10 Internet United States of America
Airbnb airbnb.com Airbnb--Do not use or trust them San Francisco, Internet
*Consumer Comment: Good Experience with AirBnB
*Author of original report: Good luck & buyer beware.
*Consumer Comment: Airbnb is not to blame for that situation
*Consumer Comment: Airbnb host ripped me off !!
Obviously, we were livid. We had plenty of proof showing wed rented the place six weeks prior: confirmation emails from the owner, emails from Airbnb showing confirmation details, and a debit transaction from our checking account register showing Airbnb had indeed debited the full amount from my debit card in March. We immediately called Airbnbs customer service department, who told us that per their records, we did still have a reservation and that we should contact the owner to clarify. So we emailed Rachel again, who said no, sorry, I am going to have to cancel your reservation as the place is no longer available. WTF???
We called Airbnb AGAIN and by then, Rachel had in fact emailed them stating she had to cancel our reservation due to a death in the family. As they told us this, we replied, Yes, we know. She told us that too but also told us shed rented it to someone else and was giving the place to them not us. So, as unfortunate as the death was, it was not the true reason. Shed already admitted the real reasonthat she was "not all there and had forgotten shed rented it to us first. So in spite of the fact that we had confirmation emails from both the owner AND Airbnb, customer service told us there was nothing they could do for us except A.) Refund our money or B.) Credit our money (plus $100) to rental of a similar property. Option B would have been fine except that because were traveling in six days AND our travel falls on Memorial Day weekend, there are absolutely no rentals available anywhere near our desired destination in our price rangenot even close to our price range.
We informed Airbnb that we are extremely disappointed in their business practices and that well be sharing this information with everyone we know, across every social media platform we can. We feel they should have honored our 6-month paid-in-full reservation by forcing Rachel to cancel the reservation she'd made with the other party and given the place to us. But Airbnb did not see this as a viable option. For all we know, they'll continue to do business with Rachel, and other people attempting to rent her property will encounter similar issues. Bad business, bad customer service. Do not use or trust Airbnb!
This report was posted on Ripoff Report on 05/20/2012 11:28 PM and is a permanent record located here: http://www.ripoffreport.com/r/Airbnb/internet/Airbnb-airbnbcom-Airbnb-Do-not-use-or-trust-them-San-Francisco-Internet-885539. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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