Horrible Support Service
Me and my Friend went on a vacation to Italy and on the last night when we tried to get into the apartment our key broke. A local guy who lived in the same building brought us down a single screwdriver and got that piece out in like 5 seconds. We told the owner all about this and he seemed like he understood things and said we should not bother, because Airbnb is gonna reinburse him. When we got home 2 days later he filed a complaint and we saw it was about 130€. But the problem was that the owner sent a picture about a broken key and in the description he claimed that the lock broke and they had to replace, he sent us no evidence of that and Airbnb charged my card with the amount of the reimbursment without sending us a single receipt or invoice about the owner buying the lock or doing anything. He even claimed he payed a service fee for the local resident who brought us the screwdriver and adressed him as ,,technician”. I contacted the Support Team in America 4 times through email and phone. Everytime they told us that they have forwarded the case to another team, and they will get in touch with us. The time passed and we never heard from them. So without any clue what happened I was charged with 130€ extra and 4 weeks after we left the apartment they somehow also included a cleaning fee, again with no evidence. Don’t recommend to anyone, horrible hosts and Support service and legal ground to stand on if anything goes wrong.
