Airbnb Completely ignored us when 2 out of 3 trips were cancelled and wouldn't refund our money for 15 days San Francisco CA

Japan changed it's laws to prevent airbnb from ruining it's strict curtesy culture. Fair enough. We used airbnb for every trip to Japan since 2013. We had two out of the three trips cancel last minute and was advised by airbnb that refunds will be made in 15 days. No phone call, or email to help us and no confirmation that our third stay was OK. Just an automated email stating that someone would be in touch. They also forced us to explain why WE (The customer who got cancelled on) was cancelling… They also offered us $100 gift vouchers for each cancellation as an apology and then didn’t honour it. We have sent almost 25 emails with not one response. My last email was to advise them if they continued to ignore us, we would complain online - clearly they chose to continue to ignore us and hence this online report as submitted.

What a waste and a shame they lost a once loyal customer due to sheer negligence. I certainly wouldn’t recommend staying at airbnb anymore as you may have years of great experiences but all it takes is one bad one for them to show they actually do not have the capacity to look after the travelling community nor do they have adequate communication timeframes which are critical when you re overseas or days away from leaving the country. It will only take one bad experience to ruin your vacation. For some, like us, it was something we had saved half the year to have. Trust me, You don’t need the stress, go to a hotel instead.