Richard B.

I tried to rent a couple of nice places for my honeymoon. I found two wonderful spots and proceeded to booking. I entered my MC and I was told my account was now suspended because something was flagged with my card. I followed the instructions and emailed Airbnb. They said my card showed up as being from the Netherlands (?!?), and that I had to screen capture or scan the front page of my MasterCard statement. I smelled a phish and said 'bag that'!

My fiancee tried to book the same places with her card and got the same response. Our cards are perfectly fine, btw. She did send them a screen capture of her statement after speaking on the phone with Airbnb. The help desk said they could not clear up the problem, but that they would High Priority flag the problem with the correct department.

Two days passed with no word. She called back, and got a very helpful person who couldn't help us, but gave us assurance that the problem was flagged High Priority. Days more passed. Btw, they wouldn't accept any other payment method from us Canadians. As you might expect, the places we tried to booked got booked by other lucky people. More days passed and my fiancee called again. Same story as before. The next day, we called during regular business hours (I guess) and she was able to speak with someone in the correct department. She was told that her card statement had not been looked at because it was emailed and not submitted through the website. Well, this is what we both were told to do! That person got the ball rolling and the following day my fiancee's card was cleared. I had them cancel my account.:(

We were able to book a couple places last minute, but not what we wanted. No one on the planet has ever declined my card before. Their reasons were extreme, if not spurious. Very frustrating, discourteous, and we had to do all the follow up to resolve our problem. Airbnb is not a well run company. Beware, if you have a problem, you're on the hook to get it resolved.

I bought a battery and even paid for extended warranty. Within a few months, the battery swelled up and fail. Over six months later, I still don't have the replacement or even an acknowledgment of my issue. I paid money to avoid just this hassle. I have email repeatedly and only once did someone email back that they would get to it. Never have, I'm still hassling them.
STAY AWAY! Dishonest company.