A complaint about Airbnb

Status: Approved

#FinancialLoss #Rudeness #CustomerService  Furious Annoyed Scared 

Kindly shared by S. Caine

What happened

I booked a room in a house as I was on tour. Very quickly the host became creepy, awkward and racist. I left after 2 days (I was booked for 9). Airbnb took the stance that her racist comments was her "sharing her experiences" (she was telling me about post guests who were Italian in a racist way... I told the Airbnb person my partners mum is part Italian and he replied "oh, that's why you're being sensitive about this". She gave me a chocolate bar as a welcome gift... but the told me off for eating it in the room. She made me eat meals at her table (which would be ok but...) she sat behind me in an armchair. Which I found really creepy. Airbnb said they'd get me a full refund but not to cancel yet. I then left and they said they'd handle the cancellation of it... then I rang up again and they said because I'd cancelled the booking (they had, I had not) I was "out of my contract with Airbnb" so they couldn't help any more. I'm now not allowed to give an honest review of this as they said that the draft I sent them was "unprofessional".

What I wish had happened

They took the complaint seriously. And gave me a full refund. And let me leave a review that keeps other people safe who might book there.

Where this happened

In Person

Airbnb Customers

Most talked about by Airbnb customers

High
Low

How this makes Airbnb customers feel

High
Low
33% Financial Loss
Feelings:

Furious

Scared

Annoyed

Disgusted

33% Customer Service
Feelings:

Furious

Scared

Disgusted

Annoyed

17% Fraud
Feelings:

Furious

Disgusted

Scared

17% Rudeness
Feelings:

Furious

Annoyed

Scared

Travel Customers

Most talked about by Travel customers

High
Low

How this makes Travel customers feel

High
Low
30% Financial Loss
Feelings:

Furious

Disgusted

Scared

Annoyed

Offended

Miffed

15% Inconvenienced
Feelings:

Annoyed

Furious

Frustrated

Miffed

Disgusted

Other

10% Rudeness
Feelings:

Furious

Annoyed

Scared

10% Customer Service
Feelings:

Furious

Scared

Disgusted

Annoyed

10% Discrimination
Feelings:

Furious

Offended

Disgusted

5% Delay
Feelings:

Miffed

Disgusted

Annoyed

5% Fraud
Feelings:

Furious

Disgusted

Scared

5% Communication
Feelings:

Furious

5% Quality of product
Feelings:

Frustrated

Annoyed

Other

5% Returns
Feelings:

Furious

Offended

Disgusted

Most complained about Travel companies

High
Low
  1. Ryanair
  2. Airbnb
  3. British Airways
  4. Southern Rail

Most complimented Travel companies

High
Low
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