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Updated on 10/21/2020
Airbnb
Airbnb
Overall Satisfaction Rating
Based on 347 ratings submitted in the last year
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Rated with 5 stars
Alejandra of Woodland Hills, CA
Verified Reviewer
Original review: June 16, 2020
My husband and I decided to celebrate our 1st year marriage anniversary by booking a European vacation for the late summer of 2020. We began booking accommodations in January, 2020 such as outgoing flight (we are going to two countries so we booked separate flights depending on price), we also booked our Airbnb's for our Rome, Italy and Barcelona, Spain stays. I was pretty sure that I only searched for bookings that had flexible cancellations and from what I understood they did. Come end of February we start getting worried but our trip is still at the end of August so we were hopeful. Since we still planned to make our trip we just let time pass and hoped we would not have to cancel and that by then we'd be able to go.

A few more months pass and yes I am worried but I am keeping an eye on things because of course I booked everything with cancellation insurance, etc. A Wednesday morning the beginning of June I get an email that my outgoing flight was cancelled. I immediately started rebooking everything but when I got to my Barcelona Airbnb I was getting no money back. After speaking with my airline the soonest they could get me on a flight of similar ticket fare was about 1 month later, I agreed and confirmed the dates. I contacted my host to see if her apartment was available on my new dates, but it was not.

I was so lucky to be helped by Fred, he was consistent on reaching out to me and told me exactly what I'd need to present to cancel my reservation with refund as this situation was out of my control and I was still interested in the same location but could not get it. Fred made sure he stayed with me the entire time and until it was completed. Customer Service is not for everyone, you need to want to help people and Fred is one of the most amazing customer service reps I've ever had the pleasure of dealing with.



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Cons
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