Complaint Review: Air B & B

Hello, I am emailing you because I am a victim of horrible customer service and theft. I have been a customer of air B and B for years and never did I think you all would take advantage of customers the way I am being taken advantage of. I made a reservation for a group of 12 to visit San Juan in May. Upon arrival the house looked nothing like what was described on the site. When we entered, it was also disappointing. I contacted the host when the electricity and water went out.

I asked for a refund so I could find another place to stay. He agreed. I then attempted to contact air B and B to ensure my refund but could not get anyone on the phone at 10pm. So I attempted to use the automated system. The automated system was horrible and kept replying with general responses. As a result I had no choice but to contact my bank. The women with me needed their money back in order to pay for another place so the refund was an emergency.

Three months later my bank tells me they could only honor half of the credit because the host contacted them and stated he never received a complaint or requested a refund. He lied to them and as a result they gave him half of the payment from my account. I then provided them proof that I did contact the host, attempts to contact sir B and B and the receipts from the place we eventually stayed. My bank still stated that they could not obtain the money from the merchant and as a result I needed to contact air B and B. When I did, you all were no help. You all stated that because I contacted my bank you all couldn’t help me.

The reason I contacted my bank was because you were of no help from the beginning! And now I’m out of 1100 dollars because your host lied. Your customer service is horrible and as a customer I feel totally taken advantage of. This should never happen to anyone and the fact you all penalize me for contacting my bank is absurd. I do plan to file any and all complaints I have because being cheated out of 1100 dollars because of a lie is ridiculous. Alisha Clayton (((REDACTED))) Sent from my iPhone