Beware of suite capacity listings.
I booked a unit 3 months prior to my dates and even checked in with the host a week prior. I was informed 3 days prior to my check in that the unit was not available.
They requested to speak to me on the phone about the issue. I was told a contractor was doing work in the unit. I was offered different units that were smaller and some had no kitchen (2 hotel rooms). Luckily I put the issue in chat because they told me I needed to cancel and they would give me the difference (mind you I never used Airbnb before I didn't know this was against policy). the rep said "I cant give you a refund unless you send me the screen shot of the cancelation."
Days later they don't respond nor answer the phone when I called from my number I called from another phone to be told by a different rep "We don't do refunds you have to get that thru Airbnb" alarmed I called Airbnb and they stated When a cancellation is due to a unit not being available the host must initiate cancellation and give a full refund and they reviewed the chat and made me whole. After this I received an email from Suite capacity stating "we are working with Airbnb support trying to get your refund. Please note these cases take longer to resolve" that is a LIE
Also to note. I thought I was speaking to a rep from Suite capacity but its an AI bot (the owner responded to my google review and said "they use AI for chat support" well you should tell people clearly they are speaking to an AI when they speaking to an AI it shouldn't be hidden, that is deceptive. They also threatened me because they thought I posted 2 reviews for the same issue, when its 2 separate reviews, from different customers (me and someone else) for the same issue. Lastly the "host" Madeline from Airbnb (same profile pic) that identified herself as an AI chat bot in Airbnb posted a 5 star review with no text the same day I posted my 1 star review on Google.
I am trying to make people aware that this was my experience. I'm sure there are good experiences, but this was my experience.
Arm yourself with this information:
-Confirm you are talking to a human in the chat
-Only speak thru Air bnb -Do not take calls off the platform
-If they request you cancel, CALL AIRBNB immediately
-DO NOT CANCEL if they ask you too. if its their issue (or the host for that mater) they need to cancel and give a FULL refund
I don't like when business don't operate according the rules they are governed by. They should just own it and move on instead of telling me I am wrong in the google review. So I'm taking it to yelp too. Posting reviews is my way of ensuring potential customers are armed with all the good and the bad.
Response to the response:
Hey Billy I posted 2 reviews 1 on google and 1 on yelp. the 2nd review you are referring to is from a completely different customer posting the same issue happened to them. I am completely allowed to post the same issue and a review on multiple platforms.
This was my experience. If you think I am wrong respond to the issue. Suite capacity told me to cancel against airbnb policy and then lied about my refund. I felt like your team was being deceptive and as a consumer I am within my right to tell other potential consumers about this. I want nor expect anything from Suite Capacity, except for them to follow the rules.
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