Are you considering purchasing Airbnb Gift Cards for yourself or as a gift? You might want to reconsider. This is a public service announcement for both hosts and guests: do NOT buy Airbnb gift cards. While they might seem like a convenient and thoughtful present, Airbnb’s policies surrounding their use, particularly when it comes to refunds, are riddled with issues. Many users have reported problems, and this personal experience sheds light on a particularly frustrating aspect – getting your money back when things go wrong.
The Denver Airport Disaster and the Refund…Almost
Imagine this: your flight is canceled due to a major airport shutdown, making your trip impossible. Luckily, your Airbnb host is understanding and agrees to a full refund (minus a small cleaning fee). Sounds reasonable, right? This traveler experienced exactly that when Denver International Airport closed for over 24 hours. Airbnb processed the refund quickly back to the credit card used for the booking. However, here’s where the problem began: $200 of the original booking was paid using Airbnb gift credit, and this portion was not refunded. It vanished into thin air, held hostage by Airbnb.
Customer Service Fail and the Gift Card Hostage Situation
Despite contacting Airbnb customer service multiple times, the user was met with a brick wall. Repeated requests to have the $200 gift credit reinstated were denied without any clear justification. Why, the frustrated user wondered, would Airbnb treat gift card credit differently from any other form of payment? It defies logic and basic principles of customer service. As a long-time Airbnb user and former host, the author’s faith in the platform is severely shaken. Customer service, once a hallmark of Airbnb, seems to have become a casualty of corporate growth.
The Shoe Store Analogy: How Normal Retail Works vs. Airbnb
To illustrate the absurdity of the situation, consider a simple analogy: buying shoes with a gift card. If you return those shoes, would the store simply pocket your gift card value and say “tough luck”? Of course not! You would rightfully expect store credit or a new gift card to use on a different purchase. This is standard retail practice, designed to ensure customer satisfaction and encourage future business. The user in this scenario wanted to rebook the same Airbnb property, hoping for better weather this time. However, they are hesitant to do so while their $200 gift credit remains inaccessible. Adding insult to injury, the service fees on a new booking would almost equal the missing gift card value.
Loyalty Lost Over $30? The Bigger Picture
Airbnb has already received payment for the gift card when it was initially purchased. Holding onto the $200 gift credit over a canceled booking seems incredibly short-sighted, especially when considering the potential loss of future business. For a mere $30 difference (potentially the service fee issue mentioned), Airbnb is risking a loyal customer and even broader repercussions. The author’s girlfriend, a customer success manager, influences her company’s spending, which includes $30,000 annually on Airbnb gift cards for employee rewards. Witnessing this gift card debacle, she is now likely to advise against future purchases, a significant potential loss for Airbnb.
Conclusion: Heed the Warning and Avoid Airbnb Gift Cards
The message is clear: steer clear of Airbnb gift cards. Airbnb’s handling of gift card refunds is not only illogical but also demonstrates a concerning decline in customer service. By treating gift card credit as a second-class form of payment, Airbnb is alienating customers and jeopardizing long-term loyalty. This experience serves as a stark reminder of how far Airbnb has strayed from its customer-centric roots. If you’ve had similar experiences with Airbnb gift cards, sharing your story might be the only way to prompt change and encourage Airbnb to reconsider these detrimental policies before they lose more customers.
