In July, Amy promised twice in writing to grant us a credit for our stay if government travel mandates prevented us from traveling to the UK from the US for our stay in London Dec. 19-23. Based on her reassurance of a credit, I made our reservation in July for a stay in December.
Two days before our stay we attempted to get the newly mandated UK pre-flight COVID tests in the US that would deliver results in time for our flight departure to the UK. We were shocked to find that no test provider could guarantee results within the required two days before our flight. As we were flying a week before Christmas, I believe we were among the first US travelers to learn that US COVID test providers were being overwhelmed by the escalating demand caused by holiday travel.
I contacted Amy to let her know we were having difficulty getting pre-departure COVID test results and asked about rescheduling our stay for the summer. She refused, even though I suggested several options so we would not lose our $1,200 payment. I also sent her copies of her verbatim promises to provide us a credit for our stay if government mandates prevented us from traveling to the UK.
Her responses suddenly became unprofessional and callous. In writing, she used the word f*&%ing, called me a "complete idiot" and stated that I misquoted her promises and twisted her words, none of which are true. These messages are in Airbnb's digital record of our exchanges.
We have been very happy with several Airbnb stays and I never would have expected this type of rude communication from a host anywhere, or for that matter anyone in the hospitality business. I have sent five messages to the Airbnb Resolution Center, including the complete transcript of my message to and from Amy, to seek a credit for our stay. Each time my message has either been referred to another team member better able to help me, or the rep has said his or her shift is ending and someone will get back to me.