After a family of 12 got stranded, a TikToker calls Airbnb for allegedly poor customer service.
TikToker @reneescbfs says she’ll never be book across” the company again after its response to an incident was “awful and completely uncompassionate”. A group of family members booked an Airbnb to vacation in Byron Bay, Australia. When the family arrived, the residence was empty, under construction and uninhabitable.
“Airbnb refused to speak to her, did not believe her, did not help find another rental, and refused to refund,” the text of the video reads. declared.
Brief footage showed a house that was undergoing total renovations inside and out. The interior was clearly under construction. Meanwhile, outside the house, there were equipment and furniture, such as the stove and refrigerator, scattered around.
The caption, addressed to Airbnb, read “When they called you for help, you accused them of lying, not helping you find another place to stay and not providing them with a refund. You left 12 people and 3 children from under 3 literally standing on the side of the road.
“We were disappointed to learn of this experience and have fully refunded the guest and provided rebooking assistance,” an Airbnb representative told In The Know. “We have taken appropriate action on the host while we investigate further and have contacted the guest to provide further assistance.”
People shared the TikToker’s outrage and spoke out about their Airbnb experiences. A few days ago @reneescbfs provided a to update. She finally received a full refund and even thanked the TikTok community.
“Airbnb has lost its spark. From hotels to the end”, a user said.
“I’ve lost all faith in humanity!” Gourmand! I’m so sorry this happened to them,” another wrote.
“How is this possible”, a TikToker responded.
“Hotels are the best now, that’s for sure! People who have no experience in hospitality don’t have a business renting houses, I’m done with that,” someone commented.
“Time to say goodbye to Airbnb! They deserve a FULL REFUND!” one person added.
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