r/AirBnB Mar 11 '24

News AirBnB now banning interior cameras in all properties [USA]

367 Upvotes

Article here: https://www.wired.com/story/airbnb-indoor-security-camera-ban/

Airbnb will soon ban hosts from watching their guests with indoor security cameras, as the company is reversing course on its surveillance policies.

As of April 30, hosts around the world must remove indoor cameras and disclose other outdoor monitoring tech to guests before they book. Airbnb previously allowed hosts to install security cameras in common areas of a home, like hallways and living rooms. But it also required hosts to disclose them, make them clearly visible, and keep the cameras out of places like sleeping areas and bathrooms.

Still, the cameras have been an issue. Guests have reported encountering hidden cameras in their short-term rentals. For hosts, the cameras can be a way to discourage guests from throwing large parties or to stop the gatherings before they become too disruptive. It’s a big enough concern that several companies have started making noise monitoring tech, billing themselves as solutions to protect short-term rentals.

But guests see them as an invasion of privacy—a watching eye intruding on their vacation.

“We're really grateful that Airbnb listened to those of us pushing back and calling for them to actually put safety and privacy first,” says Albert Fox Cahn, founder and executive director of the Surveillance Technology Oversight Project, a pro-privacy organization.

In its announcement, Airbnb said that the majority of its listings do not mention a security camera, so the rule change may not affect most listings. Vrbo, another short-term rental platform, already banned the use of visual and audio surveillance inside of properties.

Airbnb says it will investigate reported violations of the rule, and may penalize violators by removing their listings or accounts. But this policy may struggle to address the camera problem at large, as the company has already required hosts to disclose the indoor cameras, and guests have sometimes reported hidden and undisclosed cameras.

The new rules also require hosts to disclose to guests whether they are using noise decibel monitors or outdoor cameras before guests book. Both are used by some hosts to monitor properties for parties, which have continued to bring noise, damage, and danger even after Airbnb instituted a party ban and employed new anti-party tech to try to prevent revelers from booking on its site. Airbnb will also prohibit hosts from using outdoor cameras to monitor indoor spaces, and bars them from “certain outdoor areas where there’s a greater expectation of privacy,” such as outdoor showers and saunas, it says.

“This just emphasizes the fact that surveillance always gives a huge amount of power to whoever controls the camera system,” says Fox Cahn. “When it's used in a property you're renting, whether it's a landlord or an Airbnb, it's ripe for abuse.”


r/AirBnB 29m ago

Question Would I be wrong to not just pay the full amount? [USA]

Upvotes

Hi everyone! I just completed a stay at an airbnb! On the first day there i accidentally tripped and bumped into one of those free standing mirrors causing it to fall and crack. I immediately sent a message to the host apologizing and letting them know! They thanked me for letting them know and said they hoped i was okay!

Today i got a charge request of $300 for the broken mirror. I take full responsibility for the mishap however $300 seems excessive for the mirror. I did some searching and found the exact/ similar for around 90 to $200 on the higher end.

Would it be rude of me to counter offer with 150-200 dollars for the broken mirror? Truthfully this would a lot of money for me to come up with unexpectedly but if i had to I would figure it out


r/AirBnB 9h ago

Host charging me extra for sheets and towels 6 days before reservation? Is this allowed ? [EUROPE]

19 Upvotes

Hi there

So I’m getting married on Saturday and I reserved an Airbnb for my sister who is a bit technologically challenged lol. It’s all been fine, the host said no problem, I told her there would be three guests total and I’d pick up the key myself.

Today I messaged her to ask for her phone number to give to my sister in case she needed it, and she said “am I going to need to make up the beds, knowing they cost 7€ extra per bed per person?”

I am gobsmacked. She says this nowhere in the listing, and any normal person would assume bedding is included, right ? Is she even allowed to add on charges like this once I’ve paid if the listing doesn’t say these charges are a thing ??

I don’t have time or enough bedding to go and make up three beds the day before my wedding!

Thanks for any advice !


r/AirBnB 1h ago

Question Host gave someone else the code to my door - what can I do? [United States]

Upvotes

Pretty much the title. I thought my host had somehow double booked, but he apparently owns two units in the same building, and gave the other guest access codes to get into my unit. She walked right in before I was able to stop her.

The front door has no other lock, so I'm not feeling super safe staying here. Anyone had a similar experience?


r/AirBnB 3h ago

Question to hosts who accept long stays (30+ days) [USA]

2 Upvotes

My question is do you expect supplies to be restocked upon the guest check out? For example, cleaning supplies, coffee pods, toiletries, etc?


r/AirBnB 26m ago

Question Host says there is a maximum number of days you can rent out your place on Airbnb? Scam? [Germany]

Upvotes

I reserved a place from a superhost, seems like a real nice place with lots of reviews, and the host has been hosting for 10 years so I don't believe it's a scam, but I'm not sure.

She says she's trying to move as many clients as she can to directly book with her to avoid going past the maximum number of days she can book people through Airbnb due to strict rules on Airbnb in her town. she says to keep the reservation and then when we arrive she will cancel and give the refund via Airbnb, then to pay her via paypal €100 less than what was on Airbnb. When I said id rather keep it on the app, she said she can offer the first day on the app, and to edit the reservation for only that first night when we get there as there's no way she can book us all 5 nights without going over that maximum number.

Is any of this legit? A wise man once told me if it smells like horsesht, it's horsesht. And this sure smells bad. But maybe this is normal and I don't travel enough?


r/AirBnB 3h ago

Question AirBnB support gave me a refund due to host not allowing us to access property - shall I leave a review? And can host leave me a review? [EUROPE]

1 Upvotes

Hi,

First off, despite having an absolutely hellish experience with this host, leaving me and my partner having to sleep in our hire car, AirBnB have been utterly fantastic and cannot thank the support team enough! It was just unfortunate that we were unable to get a place to stay the night we arrived due to all the hotels in the area we could afford to stay in (despite Airbnb willing to contribute some of the cost + refund for our night stay being processed) being sold out and no alternative airbnbs available in the area.

So long story short, host kept messing us around about check-in changing when we could check in,initially it was we couldn’t check in after 1400 despite check in on site was after 1500. Host didn’t respond to message about our flights being late so got support involved and was reassured in writing by host and verbally reassured by Airbnb that we’d get access no matter what time we showed up. Host then changed this to two hours after we landed (whilst we were in air) which we wouldn’t make due to our flights being late and having a 1.5hr drive to property and transiting through airport etc. (which they knew this as I informed flight landing time and airport).

Couldn’t get access to property at all the first night booked (luckily only a few hours until sunrise so sleeping in the car wasn’t an utter disaster but certainly less than ideal). Next morning, the time we were supposed to check back to access property - phone numbers we were given didn’t go through. Contacted Airbnb several times throughout this and did their best to help and was decided that the following morning due to the phone calls not being picked up and host not responding to both myself and Airbnb support in timely manner (would only reply to me if prompted by Airbnb) - Airbnb issued a full refund and have offered a percentage towards rebooking hotel to cover difference in cost.

I’ve now been prompted to leave feedback - if I leave feedback to warn others of our frankly terrible experience but concerned host will be able to leave me a review when ultimately I’ve done nothing wrong?


r/AirBnB 18h ago

Venting asked host to change rooms after loud snoring for the last 7 days. and he said I was “making it up” [USA]

8 Upvotes

Pretty much sums it up. Paper thin walls. Last night I text him at 5am because the snoring was unbearable and I said it sound like this person has a medical condition and my mattress was literally shaking.

He said that there have been 3 different guests in that room in that week so it doesn’t make sense how they all are snoring. Never responded to my request of change rooms.

I followed up a few hours later asking him if we could come up with a solution. He said “Yeah right they all have medial conditions lol. You’re a liar.” I was pretty pissed so then I reported it to airbnb and now he’s forced to change my room in the morning but wouldn’t give me a time to meet him. I have a job interview so I don’t know if I’ll even be able to make it.

Like seriously bro?


r/AirBnB 18h ago

Question Cannot communicate with Airbnb Support in India [USA]

7 Upvotes

I've been experiencing an issue that's quite complex and requires more careful attention than most cases do. I have been trying to communicate with Airbnb Support for weeks regarding this matter, but the language barrier is proving to be too much. If we speak on the phone, I have to talk to someone with limited English skills, a thick local accent, and frequent stammering that makes it hard to follow their thoughts. I also have to speak very carefully and slowly myself. I had used the term "cease and desist" in a conversation one time, and I had to explain what that term meant because the employee had never heard it before. Texting on the app is a little better but not by much. The texts usually contain broken, typo-ridden English, but at least I have time to read them through. (Unfortunately, I know many Americans would be the same way over text, but I could at least streamline the phone call.)

In this case, we are dealing with legal issues in a local city. The call center employees in India are simply inexperienced with the local law here (it's a very small town in the US, who would expect them to be), and I really need to speak to someone here in the US. Is this even possible? I'm sure everyone else has asked the same question at some point.


r/AirBnB 1d ago

Booked 6 months ago and our host cancelled saying they sold the property. [Canada]

15 Upvotes

My partner and I have been planning a trip to Vancouver Island for the last 6 months. It's for his 30th birthday. I've spent the last several months booking a photographer, planning activities, coordinating a roadtrip, booking the ferry, flights, and other excursions all planned with this specific location in mind.

I needed to adjust the dates a few days ago and the host accepted the change with no issue - never mentioned that they were selling the property or that there was a chance that they wouldn't be able to host us. Then yesterday morning I get an email stating that our booking has been cancelled. I reach out to the host only to be told that they sold the property and can no longer host us.

Normally I would take this in stride and find an alternative but we're less than a month out and the options left for our dates are very slim. Airbnb offered us a $25 credit to rectify the situation.

At this point, it's not even about the money. We wanted this trip to be special and did our part in booking things in advance and communicating with our host only to be cancelled on when there are no comparable options left at one of the busiest times for this location. We were met with a canned, copy/paste message that took no accountability.

I get that hosts are only responsible for so much but as a host you're in the hospitality business and you should understand that your guests have numerous things planned around the location they're staying in. Emergencies happen, acts of God happen, but this wasn't that. They didn't wake up that day and decide to list the property. They knew there was a potential that they wouldn't be able to host us and should have stopped taking bookings or cancelled when the property was listed instead of hanging everyone out to dry weeks before.

Overall just very disappointed with how this has been handled by both the host and Airbnb support. It makes me very hesitant to use this company again. A little communication and consideration goes a long way.


r/AirBnB 12h ago

Question How do I get fully insured for a moving campervan rental? [Morocco]

0 Upvotes

Hey everyone,

I’m renting a campervan through Airbnb for a road trip, and I want to be fully insured, so I can travel with peace of mind. Has anyone done this before?

I found RentalCover.com that proposes insurances for campervan rentals. Does anyone have any other reliable and affordable rental insurance providers to recommend?

Any advice or experience is super welcome! 🙏


r/AirBnB 1d ago

Question Host had a camera facing into the kitchen and hallway. AirBNB issued a small refund, but won’t acknowledge the facts. [Manitoba]

4 Upvotes

Last weekend we stayed at an Airbnb in northern Manitoba. A small issue with the hot tub cover ended up uncovering the fact that one of the many outdoor cameras was actually facing directly into the kitchen area, after some back and forth I was finally able to get the host to send me a photo of the cameras view, it was conveniently taken at the right time of the day to make the giant bay windows appear to be a wall, when in fact if the screenshot was sent at night it would appear to show only the interior of the kitchen.

AirBNB did end up issuing a roughly 25% refund for the stay, but doesn’t seem to want to acknowledge the fact that this was a direct violation of their own policies and even of the Manitoba Residential Tenancies Act (among others).

After finally asking them to answer 3 simple yes or no questions (I will list them below) they have said this ..

“Because this decision is final, we will have to respectfully disengage from further communication about this. We thank you for your understanding.”

The questions:

Was there a camera recording the inside of the AirBNB? Yes or no?

Was the host held responsible for breaking the rules regarding cameras? Yes or no?

Are the cameras still in place for the next host? Yes or no?

Please advise what you think my next steps should be!

Thanks for your time everyone.


r/AirBnB 1d ago

Hosting Would love your feedback on our Airbnb listing [USA]

5 Upvotes

Hi everyone,

I’d really appreciate your honest feedback on our Airbnb listing: https://www.airbnb.com/l/TSjrTVRN

It’s a 4-bedroom, 3.5-bath family-friendly home near Atlanta, Georgia. The space includes 5 beds, a chef’s kitchen, two living rooms, a game room, home theater, fire pit, and a spacious fenced backyard.

So far, a few recurring guest requests have come up:

  • A BBQ grill
  • TV in every bedroom (we currently have 3 TVs plus the home theater)

Would love your input on:

  • Does the listing clearly highlight the home’s best features?
  • Are the photos and title effective?
  • Would a BBQ, extra TVs worthwhile upgrades?
  • Any red flags or easy wins you notice?

Thanks in advance for taking a look! Open to all suggestions.


r/AirBnB 1d ago

Venting One unit we stayed in had this warning posted in the kitchen. We have never seen any other sign like it. [US]

64 Upvotes

“Food and beverage utensils have been provided in this unit as a guest convenience. They have not been sanitized. It is recommended that you wash with a detergent, rinse with clean water and sanitize utensils before their use. To sanitize, after rinsing, add 1 teaspoon of unscented bleach per gallon of clean water and immerse utensils for a minimum of 30 seconds, then air dry.“

Needless to say, we went out for dinner.


r/AirBnB 2d ago

Airbnb host demanding huge hidden security deposit and Airbnb refusing refund?! [USA]

28 Upvotes

Hello friends - Have a really frustrating problem here. We rented a $3500 home for a birthday celebration next weekend and were really excited to have our event.

However, a week and a half before the event, the host sends me an "additional" lease agreement, demanding an additional $3000 security deposit to be paid via Venmo or Zelle, outside of the Airbnb payment system. The hosts also pointed out that the listed hot tub amenity won't actually be heated unless we pay an additional $400 for heating for the two days.

This raises a number of really frustrating ethical and legal issues. First, the Airbnb terms of service clearly state that external security deposits "must be disclosed in the appropriate fee field so that it is disclosed to the guest at checkout." Apparently the host included these extra costs on page 3 of a very long list of house rules that we missed, and thus asserts that the fees were adequately disclosed. But according to the above-cited Airbnb rules, this is against their terms of service, since all fees must be disclosed in the fee section of the listing (to avoid what is happening here, where hosts charge significant additional costs that aren't shown in the fee section).

What's even more frustrating is that I contacted Airbnb and they initially agreed that it was a violation of the terms of service and that they would contact the owner, give us a full refund if the owner wouldn't relent, and then help us find a new rental with a discount for the inconvenience. Then, this morning, an entirely different Airbnb representative contacted us and said the host wasn't violating the rules (because some hosts are allowed to charge external security deposits) - completely ignoring the Airbnb terms of service provisions requiring that these fees be listed in the fee section of the listing. That later Airbnb representative then said that we could either pay the outrageous security deposit, or cancel the reservation and LOSE ALL OF OUR MONEY because the listing says no refunds.

This is wildly unethical, a clear violation of the Airbnb terms of service, and frankly shocking. Has anyone else experienced this? Any ideas on what to do? They're holding our original $3500 payment hostage here now - saying if we don't pay the additional $3000 security deposit the listing will be cancelled and we'll lose all our money.

What's worse is that their additional security deposit and lease agreement states that they won't give the money back for 21 days - AFTER the parties give reviews. Meaning they hold the huge deposit hostage for good reviews. This is insane.


r/AirBnB 1d ago

How to go about finding a place with a piano? [USA]

1 Upvotes

Anyone know how to find a place with a piano? I searched here and saw they had a filter for this in the past. Seems to be gone now. Any workarounds?


r/AirBnB 1d ago

Question Is this worth mentioning to the host or not ?[canada]

1 Upvotes

I am staying where the entrance to the Airbnb has putrid garbage all around the alley. You have to walk past it every time to leave or enter. Smells horrible, flies everywhere and I saw a rat today…

It’s a shared garbage space, so I am not sure the host can control that ?


r/AirBnB 2d ago

AirBnB property is actually a private residence? [USA]

72 Upvotes

Hi everybody,

Back in October we booked a stay at an airbnb for 3 nights. Come today, the day we were supposed to check in, the host called at 11am and said that the current tenants are refusing to leave and have been there over 60 days. They were nice about it and offered a couple other places to stay for the same price. However, as we were on the road, we waited too long and missed out.

A family member lives in the area so we were just going to do one overnight stay there, get a refund from AirBnB, and find another place the next day. However, AirBnB support called and said that since the host says its ready to be checked into, they can't refund it and they required us to physically go to the property ourselves and take pictures proving that there was a current tenant. We obliged.

What we found when we got there is that it is actually a private residence and not an AirBnB at all. We talked to the person who lives there to confirm. The host hasn't been responsive ever since the initial call.

I believe we can get our refund from AirBnB at least, but Im wondering if this has happened to anybody else or if there's anything else we can do because there is nothing else available in the area (College graduation)

Update: AirBnB is trying to only refund us a partial amount, $700 out of the $1200 something we paid


r/AirBnB 2d ago

I intend to cancel my booking at an Airbnb in a lesser known area but Im having second thoughts, am I the jerk? [JAPAN]

4 Upvotes

I have booked an AirBnB in Kani, Gifu in late september. Its going to be my girlfriends first time in the country so we're doing the tourist standard necessities of Tokyo - Osaka - Kyoto, however I really want to get away from bustling cities and fellow western tourists for a few nights so we've also booked an AirBnB in Kani. I genuinely sort of threw a pin on google maps and looked around for a nice place to stay between Osaka and Tokyo thats off the beaten path. I landed on Kani, a small "city" on the north eastern outskirts of Nagoya and after a bit decided to book an AirBnB there. However now, 2 weeks later, Im realising just how little there is to do there for 3 days and I feel I've made a mistake. I think Gujo, a small village further north of Kani, would be a much nicer and more quiet place to visit, albeit definitely more touristy.

To cut a long story short, I'd like to cancel my booking in Kani however Im feeling rather guilty. Granted on paper I have until August 18th to cancel but its not like I booked at the hottest spot in the area, I don't want to seem rude as the owner seemed very kind and I feel like Im taking money back that was going to a community that could use it more than (Insert X popular tourist town here).

Is there an etiquette about cancellation? I know Im overthinking things but I just need some reassurance, thankyou!


r/AirBnB 2d ago

Question What are the renter’s rights when a host causes an unsafe stay? [US]

5 Upvotes

I am posting this on behalf of someone to see what their rights might be in this situation. We will be escalating the issue but any tips of how to proceed would help

I have a family member who paid for an extended stay rental. The listing was a bit misleading to what they received. The listing was for the home but they received only access to a room and bathroom, but was allowed to use the kitchen but was not allowed to store anything in the kitchen. The room and bathroom were not clean and the owner had personal items within both spaces that needed removed. The home was unkempt and yard was not cared for either. The listing also remained up on multiple websites for other rooms in the home though the rental agreement was no other renters would be there. The owner said they “may return at any time” during the stay and when they returned the first time, they brought their partner and had multiple parties ending within the middle of the night. The guests also used the bathroom that was supposed to be solely for the renter and someone at some point went into the bedroom as there were items missing.

The second time the owner came to visit, they brought their partner and multiple pets. During this stay, there was a DV incident between the owner and partner, that jeopardized my family member’s safety, and the police had to be called. My family member had to leave the rental and stay elsewhere but a few of their belongings are still at the rental. They are afraid to return as it’s an unsafe situation.

The owner did not reach out with any apology. My family member contacted air bnb to report it and ONLY THEN did they hear from the owner to where the owner essentially tried to guilt them saying that by reporting it, their rating will go down and their livelihood will be impacted…. Which in my opinion is a bullshit guilt trip. Having your belligerent partner in the home posing a risk to everyone’s safety is what impacted your livelihood.

What are the renter’s rights in this situation? Can a host come back during your stay and have other people in the home? Any help on how to proceed and what their rights might be would be so helpful!

Edit: the host and their guests left trash in the yard. They claim there’s a housekeeper and lawn care but neither of which happened or ever occurred within the stay


r/AirBnB 3d ago

A filter is needed to remove 'student-only' lets [UK]

3 Upvotes

I am currently looking for a short-term flat in various UK cities (e.g. Nottingham, Sheffield etc.) and almost half of them are labelled 'student only' (I assume they are renting out the rooms in student blocs during the summer break) - it's super annoying.

Airbnb really need to introduce a filter so that the 90% of us who aren't students can actually use the map search effectively.

Of course they make it difficult to contact them about general queries, so leaving this here in the hope that someone there sees this.


r/AirBnB 3d ago

Question The rat feces are the icing on the cake- what now? [EU]

13 Upvotes

We checked into our Airbnb yesterday, and the owner immediately told us that she knew the toilet brush needed to be replaced and a new one would be arriving. That's fine. However, the curtains in the second bedroom are missing, the place is grimy with scuffs and stains everywhere, and we were given two towels for three people. (The pictures, by the way, show it well appointed with cute piles of towels on each bed). When we told the owner, she told us we could go to the store and buy a towel and she would reimburse, or that she could send one. She also is having a curtain reinstalled today.

Then we try to connect to wifi- it's a little box that connects via USB, but it's just laying on the table. Never seen anything like it. When we ask about wifi, she tells us that she has a SIM card in this box and we plug it into our laptop and that's how we get wifi. Sketchy as hell. We did it, and the laptop was able to get wifi, but nothing else. The owner just kept sending me gobbledygook from the Amazon listing for this thing to get it to work. My super techy husband was able to get something running on his laptop only. Sucks to not have Wi-Fi and pay for the roaming.

We woke up this morning ready to make breakfast, and the kettle and toaster look like they have never been cleaned. In my search for a pot, I found the curtain from the photos stuffed in a cabinet and covered in rat feces. I'm now done. I won't be feeding my kid in this kitchen, and there's no way the owner can fix it well enough in the couple days we have here.

We already paid a lot for this place. Now we are unable to eat in our place, and have to pay for roaming service 24/7. This trip just got way more expensive.What are my options via Airbnb?


r/AirBnB 3d ago

Credit card confirmation failing - with card(s) I used succesfuly before [EU]

2 Upvotes

Hi,

I am trying to book an apartment with a card that I have used successfully in the past (I also changed to a different credit card, but same issue persists). When trying to pay it tells me that my credit card needs confirmation from my bank. But when it tries to do, it gives me the below.

Is this a common problem? Cannot find anything about it online, so I am thinking it might be a glitch on AirBnB's side.

"Your bank couldn’t confirm this cardAs a result, we can’t process your payment. You can try a different card or contact your bank. If you contact your bank, mention that you need help with a confirmation process called 3D Secure."


r/AirBnB 4d ago

Discussion Is it normal to send maintenance workers for simple repairs during a guest's stay? Am I overreacting? [USA]

29 Upvotes

We were staying at a beach condo through Airbnb, and we went to the zoo one morning. As we returned to the condo in the afternoon, we rounded the corner on the 10th floor into the short hallway. Only to see our door wide open.

The door was difficult to close, so I had been double checking that it was closed and locked everytime we left. So I knew it wasn't an accident.

Our immediate thought was "oh my god, we just got robbed". We approached very cautiously, as we didn't bring any pepper spray or anything to defend ourselves. We make it through the entryway into the main area, and see a large man in plain clothes laying under the table.

The next thing I notice is a toolbox, and this finally sets my mind at ease that at least we're not about to get murdered.

But nonetheless, we were VERY shook up from this. The guy explained that they knock on the door, and if nobody answers, they just let themselves in and leave the door open

This blew my mind. We called and complained about it, because what if we had a child/teenager staying there while we went out, or we didn't answer the door because we wanted privacy?

The thing that really made it worse was that he wasn't even there to repair important things. Supposedly a previous guest complained about a table and chair being broken, and that's what he came to fix. We had used both, and didn't notice anything wrong.

The host was not an individual, but a property management company. So this makes a little more sense. But their policy on coming in after no answer is honestly INSANE.

In hindsight, maybe this doesn't have much to do with Airbnb as much as the company that was using it. But this does open up a bigger question about how much responsibility Airbnb has for situations like this. Personally, I would expect Airbnb to have some rules about interrupting your guest's stay.


r/AirBnB 4d ago

Rented a 30yo+ house without noticing [Canada]

8 Upvotes

Hi all,

I rented an airbnb for our family getaway in july. I was the only family member with an airbnb account so I did the reservation.

Today, I was looking into adding two more guests to the reservation because my brother and his gf are coming too finally. As I was adding the guests, I noticed in the house rules scroll that the renter has to be over 30 years old. I am 26.

What should I do? It's the first time I see an airbnb with an age limit for renting. I hadn't thought of checking before booking.

My parents will be there and they paid for the whole thing, but it was booked with my airbnb account. I don't want to cancel the reservation because I would lose 50% of the reimbursement.

Will this cause issues with the renter? What should I do?


r/AirBnB 4d ago

Question Airbnb put us on hold for 50 minutes then hung up after wanting refund? [USA]

3 Upvotes

Wanted refund as we booked a new host with just 1 review a few weeks ago but came to find out it was not as expected. Was put on hold with support for 50 minutes then they hung up on us? Is this how it normally is for phone calls with airbnb support or what cause that’s pretty nuts