Post by High Priestess on Dec 24, 2015 19:49:39 GMT
Not the way I wanted to spend Christmas eve morning -- my guest wanted to alter her reservation to stay one more day. She called me to ask about this, this morning at 7:30am, before I had awakened. I had neglected to turn my phone on "silent" mode, so her call woke me up. I said yes, you can stay another day, I will send you a reservation alteration. Did that in 1 minute. Then she spent 2 hours on the phone with her airline, trying to change her flight. That done,she went to the reservation change email, on her phone, and clicked on "accept/decline" in the email, to accept the reservation change. But instead of taking her to the page to accept her reservation change, that only took her to her profile. From her profile, she spent about 20 minutes pressing this button and that, trying to find out how to accept the reservation change. I tried to help her as well and neither of us could find anywhere in the phone app where she had the option to accept the change!! It was infuriating.
I then suggested she go to the computer and try on there. She tried, but still was unable to find the place to accept the alteration, and I couldn't find it either. So we had to call up Airbnb customer service, and couldn't even find the place to go with customer service help -- finally CX person just made the change on her end, and then it was done. This was frustrating, and also concerning because the guest said she might want to stay a 2nd extra day, in which case, we will have to go through all this nonsense again.
Airbnb come on and fix your software!! This can't be that hard!!