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We were thrilled to be going to Quebec from SC (US) for 3 nights. Unfortunately, when we arrived there, the host was in L.A., and had neglected to leave a key for us!

It took us quite a long time to find someone to open up for us. This "someone" was the owner of the building (we had the impression that the renter owned his loft) -- he was LIVID to find out that his tenant had been renting out his space to complete strangers. He was kind enough to let us stay, but he called our so-called "host" to cancel the next 3 groups who were already scheduled to arrive. (There had been two groups before us, about which our host had lied to the owner, saying he "might be having some 'friends' drop in, and was that OK?") Because no cleaning person could come, I clean the apartment.

I've contacted airbnb to request refund on the first night, and the cleaning fee. I got a nice little email saying that they would be in touch with me within 48 hours. Ten days later -- NO follow-through; NO email; NO phone call. Today I heard about the kidnapping and rape of a "guest" in Spain, and how Airbnb refused to give the mother (in the U.S.) her son's address, and told HER to call the police -- BUT SHE HAD NO WAY OF KNOWING WHERE HER SON WAS!!!

I think this is a very poorly managed business.

I was so looking forward to using it for future trips. Now -- I don't think so.

Reason of review: Poor customer service.

Monetary Loss: $189.

Preferred solution: Full refund.

Airbnb Pros: Where we stayed.

Location: Charleston, South Carolina

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Oasis Oju

Air bnb eventually responded to my emails -- and refunded me $150. This was OOP, because the renter refused contact with me. I really appreciate the fact that Air bnb did, in the end, prove to be responsible.

Guest
reply icon Replying to comment of Oasis Oju

Strike that.

Airbnb SAID they would refund me. (Ever the optimist, I wrote the above assuming that they had refunded the money to my credit card.)

THEY NEVER DID REFUND ME!!!

What a scam.

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