Update by user Jan 06, 2017
We did finally get our refund this AM, after what was a nightmare. They also did remove the problem property from their web site.
But, the fact of the matter is, based on our experience, they do a terrible job monitoring the properties/hosts in their system. And, if you have a problem with a host, it is exceptionally challenging to connect with Airbnb to get them to resolve it.
Original review posted by user Jan 04, 2017
We recently booked, and got confirmation back from AirBnB about a place we were planning to stay in Dunedin, Florida.The $1,606 in fees were immediately charged to our debit card.
A few days later, we got a weird 2 word message from the host. It simply read "not confirmed" No punctuation. And, ironically, since AirBnB knew he was communicating with a confirmed guest about a confirmed reservation, it added the text "Booking confirmed last Monday at 12:28 PM Reservation confirmed last Monday at 12:28 PM." When I spoke to the host, he said that the property was not for rent, but that he keeps getting reservations from AirBnB. From his comments, I concluded that he set up his AirBnB page thinking he *might* rent the place, but never has.
He also, apparently, has the "auto confirm" feature enabled on his property so that the bookings come through automatically and then has no freaking clue what to do with them, or how to cancel them or turn any of that off. As a result, I spent HOURS on the phone today with AirBnB. Their customer service absolutely sucks. After being disconnected twice I finally got a person who looked and confirmed that, yes, the property in question is still available for booking on their site, but the host says he is not booking it.
In the recorded phone call, they say that, yes, we are entitled to a full refund, but can't really say how long that process might take, or even refer me to someone higher up the food chain who can help me. Absolutely terrible customer service! Arg. They are clearly failing to keep track of or verify their hosts.
Then, when things go bad, their customer service sucks. This is our second very bad experience with AirBnB, out of a total of 5 bookings.
Review about: Airbnb House Booking.
Reason of review: Poor customer service.
Monetary Loss: $1606.
Preferred solution: Full refund.
I liked: Nada.
I didn't like: How they handle consumer confidence, Never again.