Julian Reed

Review of Airbnb

I wish I could give no stars. Airbnb are awful and...

I wish I could give no stars. Airbnb are awful and I urge anyone thinking of booking with them to use another vendor, such as VRBO. My wife and I had booked a condo on Grand Cayman 6-8 months before travel. We paid the 50% deposit. Nearer the time my wife contacted the host to enquire about paying the balance and she replied that Airbnb would automatically take the payment 1-2 weeks before we travelled. Airbnb apparently tried to use our on file payment method but for some reason they could not process it. They did not call us or use the primary email address to inform us, instead they cancelled the booking and by the time we realized (their user interface is awful) the host had relet the condo. Their customer service was unhelpful to say the least and we were left with nowhere to stay 4 days before we travelled. We were fortunate to find another condo via VRBO (paid the $6k on the same card that there was a supposed issue with) so have somewhere to stay but Airbnb are now refusing to refund our deposit of nearly $3k! I am beyond disgusted!