My first support agent just disappeared on me. No acknowledgment from the second that picked it up weeks later.
You can call and that was a faster option for me to get responses.
In their terms and conditions you agree to arbitration. IANAL so I don’t know if this is binding in all jurisdictions. Amusingly(/not depending on your side) there are stories in their forums where a guest has taken the host directly to small claims court.
On the mobile app, go to the booking page, click “help centre” at the bottom, scroll to the bottom of that page and select the “Still need help option”, then you should be able to select the booking it’s about and get a phone number.
You can then keep ringing that number without going back through the app. First person you speak to will likely be the first line support and you will need to be transferred to their resolutions team, you only seem to be able to escalate 1 level before being told the decision is final.
I would record everything because you will get given contradictory statements and the transcriptions if you request them are inaccurate.
Comments
After this are you ever going to want to stay in an unlicensed hotel again?
It's all wonderful until something goes wrong.
What other options are there? I'll go with the CC option if nothing else works.
My first support agent just disappeared on me. No acknowledgment from the second that picked it up weeks later.
You can call and that was a faster option for me to get responses.
In their terms and conditions you agree to arbitration. IANAL so I don’t know if this is binding in all jurisdictions. Amusingly(/not depending on your side) there are stories in their forums where a guest has taken the host directly to small claims court.
What's their phone number? I couldn't find one.
On the mobile app, go to the booking page, click “help centre” at the bottom, scroll to the bottom of that page and select the “Still need help option”, then you should be able to select the booking it’s about and get a phone number.
You can then keep ringing that number without going back through the app. First person you speak to will likely be the first line support and you will need to be transferred to their resolutions team, you only seem to be able to escalate 1 level before being told the decision is final.
I would record everything because you will get given contradictory statements and the transcriptions if you request them are inaccurate.
Good idea to record the conversations +1