Untold Entertainment

UPDATE: @airbnb @airbnbhelp eventually refunded us in full and reimbursed a portion of our emergency travel to escape the bad listing. Convincing them to honour their clearly stated policy & guarantee was immensely stressful, and ate up 3/5 days of our ruined vacation window.

@SadCustomers @Airbnb @AirbnbHelp This is the message they sent after asking me to take it to their DMs. It's been 3.5 hours after they sent this. And this comes 8.5 hours after our most recent call with one of their supervisors. Forgive me if i choose not to "rest assured."

@UntoldEnt @Airbnb @AirbnbHelp Yeah, they pretty much do everything the way you're *not* supposed to when it comes to Customer Service. It's beyond maddening.

To sum it up: not only was the listing fraudulent, but @Airbnb @airbnbhelp's Air Cover policy is also fraudulent. Just stay in a bloody hotel, friends.

@SadCustomers @Airbnb @AirbnbHelp Thank you. They say their support is 24/7, but only one agent (presumably in the Philippines, by their accents?) handles your case. So if you catch that agent near quittin' time, you receive no attention until that person's next work day begins.

@UntoldEnt @Airbnb @AirbnbHelp Really sorry you had to deal with this. Not only are the policies sketchy, but their Support Team is trained to be as unhelpful and inefficient as possible. Been that way for years now. Hope you were able to salvage some of your trip at least.

@LunarRaid @Airbnb Isn't that interesting? Because this is what their absolute lie of a policy "guarantees" in that situation:

@UntoldEnt @Airbnb I think it took less than a day from our complaint to being told they couldn't do anything about it. ABNB is a joke.

So @Airbnb ruined the vacation we had been dreaming of for 6 months. Strung us along on the phone for hours, lied to us about escalating the case, and about communicating with the listing host. We've been promised a supervisor callback. That call has been 18 hours and counting.

Here's what that fraudulent @Airbnb wreck looked like when we arrived: vm.tiktok.com/ZMN9dqxFS/?k=1 @AirbnbHelp has not yet honoured their AirCover policy and fully refunded our money. It's been over 28 hours of our vacation time since we first called them.

@jgniquet @Airbnb Haven't had any major issues until this one, and am shocked to see how the company quickly and casually chucks out its own AirCover policy.

@LunarRaid @Airbnb Well, shoot - give me both!

@UntoldEnt @Airbnb Between when we booked it and when they canceled, or when they canceled and when AirBnB told us they couldn't do anything?

@LunarRaid @Airbnb Egads. What was your lead time?

@UntoldEnt @Airbnb Yep. They claimed they couldn't really do anything for us either except for a token $200 credit when the owner of the vacation house we had booked 8 months prior cancelled our reservation, then re-listed for double the price.

@AirbnbHelp Your AirCover policy clearly states that if guests raise an issue within 24 hours of check-in, that you'll find a similar or better home, or refund us. You have not honoured that policy. We've spent 2 stressful days on the phone with you, and returned home in the middle of it.

@UntoldEnt Hi there, we'd like to take a closer look at this. Could you please DM us the email address linked to the Airbnb account? Thank you. twitter.com/messages/compo…

@AirbnbHelp No offer of relocation was extended, per your AirCover policy. A full refund was not offered, per your AirCover policy. Instead, you told us to pay 80% because we spent the night, when we wanted to leave but couldn't because we'd arrived via a scheduled car service.

@AirbnbHelp i mean, you can try to move this private all you like, but people ought to know. We waited 11 hours for your supervisor to call us, after your first ambassador lied to us about 1) escalating our case and 2) communicating with the listing host.

Turns out @airbnb's "Air Cover" policy is complete bogus. We checked into a fraudulently listed place. Couldn't leave until arranging emergency travel for extra $. @AirbnbHelp insists on charging us 80% because we slept that first night. No full refund despite their policy.

Ryan gets a little too excited (as usual) about the first-ever episode of Pláyjà Vu: Glass Road, part of Uwe Rosenberg Month on Nights Around a Table! nightsaroundatable.com/2021/11/19/pla… @Capstone_Games @FeuerlandSpiele

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