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Hotels > @Airbnb, a horror story 🫠
It’s 2:30am in London. Flight delayed 3 hours. Raining.
I message our host that we’re going to miss the check in window. There’s a fee. Weird since it’s self check in, but ok
We get to the airbnb and the lockbox doesn’t work.
Rain, rain..
Update 5:
finally, someone at airbnb who can help!
airbnb is sending a full refund. they've even offered to cover my next stay
obv, this is a happy solution for me
but one thing that's become obvious today is how many others have had similar challenges with no resolution
And here’s the sad thing:
I’ve been using Airbnb for 10 years
Most of my experiences have been great
But 10 yrs of trust can disappear in a moment
80% of my travel has been hotels of late
There are use cases where Airbnb still makes sense… but they’re shrinking
My final boss: was this malice or fraud?
As I reflect on last night, it’s obvious they had to send someone physically to change the lockbox code
So either:
1. They went out of their way to lock us out at 10pm
2. They never intended to let us stay in the first place
“I can contact the host and ask if they’re willing to refund you”
After all this, it’s at their discretion
I ask about AirCover. Isn’t this what the big announcement was about?
“Sorry, it’s against policy”
Wasn’t aircover supposed to be the policy?
I message the host to escalate
“Too bad. You missed your check in window”
Ok, but what about our whole conversation about us coming in late?
“We change our lockbox code after the check in window”
But what about our convo?
🦗
Ok, sus. Malicious or fraudulent?
At this point I get in touch with @AirbnbHelp
I walk them through the whole situation
I have a simple ask:
1. Please refund me
2. Please cover my last minute hotel costs
3. Please investigate if this is fraud
Their response is classic:
Update:
It’s 9am
I wake up to check on the status
4:30 am, supervisor writes back “I’m sorry… we have reached out to the host”
Are there no other mechanisms for handling support at @AirbnbHelp?
5am: “as I have not received a response from you I am closing this case”
I should add that this was not their original position
It took them 18hrs to decide that yes, I should probably be allowed to check into this stay that I have pre-paid for
Airbnb has given up on us
The host has still not written us with a plan to get into the apartment this morning
I guess they’re just going to take our money and leave us stranded?
Update 3:
The host is refusing to let us get into the unit
Also, they are refusing to give us a refund
Also, aircover can’t do anything about this?
So… they’re just going to take all our money and not let us use the space for the next week?