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“Terrible on call experience”

written by rajeshrawal on 10/06/2015

Feedback:
I booked an apartment in London and found various issues with cleaning. So i decided to call AirBnB and give them feedback and ask for suggestions, this is how they handled my situation :
0) Pictures listed are different than apartment we got.
1) I was told at the starting of the call that cooker is being used by me as she can see in pictures that it is hot - She wasnt even looking at right pictures. She was looking at "Siemens touch stove" rather than cooker - which she didnt want to agree to me and was telling me that if its not clean then its because i have used it. Then without listening, she said lets move to next point.
2) Mentioning for more "general amenities" for 10 days is not to be called as an issue - on which i explained that i have clearly mentioned that in my original email -"Doesnt really matter but SERIOUSLY?"
3) She said she can get the cleaner and that's all she can help with.
4) I asked if she is ok with my family staying in apartment where flush doesn't work for next 10 days- This didnt sound an real issue to her. I would like to know ANY person who would have paid SO MUCH for 10 days and you let people aged 60 live in apartment where flush doest work for more than 24 hours, to answer how good they feel about this?! - But as per tone of agent at AirBnB this wasnt something to be concerned about. - At the end of that "argument" - she mentioned she will let host look into it.
5) She kept mentioning, i cant get refund and stuff. To which i replied i dint ask for refund at first place when i called first time about issues to AirBnB. I was told if issues that i mentioned are there, that means i am not happy and i should look for another apartment in same range and can get refund. - So, i clarified that i was told by AirBnB and it wasn't me asking for refund.
6) On point of kitchen shelve being broken, i was told, this doesnt seem to be an issue - I WOULD like to let you know, my family is stayin in that apartment that i booked through AirBnB for 10 days, i dont think i would like them to stay in apartment that has broken shelves where glasses can be crushed because of upper shelve falling off because off no hook.
I tried explaining agent at AirBnB that what she is in video is after i have put a hook in the hole to let shelve take support of hook myself, otherwise when my parents opened the cupboard, it was diagonally aligned on glass cups - but again, she was reluctant to accept that this is even an issue.
--- In my defense -
a. if I would have been paying small amount, i will expect these things but not when i am paying way more. I COULD have easily booked AMAZING HOTEL rather than booking apartment through AirBnB and would have costed me less.
b. I would consider this also as a fact that i have seen this on first day and shelves are in this shape, i dont want to wait until something falls apart and injure my parents.
7) On point of utensils not being clean and stained - after resending pictures of what i was talking about ( Point number 1 mentioned) - I was told, well, base of utensil is clean but may be not top part so its ok. not a big deal. I would like AirBnB agents to be more careful and sensitive to what they are saying and talking to customers. Agent basically asked me to go ahead and cooked in half dirty stained utensil because according to her its fine. Seriously?
Overall, I am very unhappy with booking, host and top of it, AIRBnB. After this experience, this is last time i have booked through AirBnB and wont book through AirBnB again.