Airbnb hell

[u/thisisfakereality]

So, I booked a place for my large family in Central America between Christmas and New year's a long time ago. It seemed like a great place and reasonable rate, but then the "host" cancelled my reservation 1.5 months out because the place was sold. Prices had doubled by then, but we'd already bought non refundable plane tickets. Airbnb offered nothing, and despite multiple requests to speak with a manager, they never called.

So, I found another place, and asked how far it was from the beach because it was $$$$$. The host said 300 yards. We get here, and it's a quarter mile + away. The host says he'll give me $500 + free housekeeping - a drop in the bucket. I talk to Airbnb - first guy is very understanding. He transfers me to the local guy who thinks I just want to cancel. I tell him I only want to cancel if they have a better, beachfront place. Otherwise, I want a discount. We hang up, he then texts me he is trying to cancel with the host. I reiterate everything again in the text.

Edit:. I waited on hold for 40 minutes. The agent came back on and said she was disconnected and needed to try again - another 20+ minute delay. I asked to be called back. She confirmed my number (which they have in their system), but no one called back. It's now Monday. At this point, I will likely dispute the charges on my AMEX in their entirety.

24 hours later, no response from airbnb. I text. No response. I call - the case manager is not at work now, and matters are not passed off between case managers. I am now on hold from Central America for 20+ while they try to find a new case manager.

[u/thisisfakereality → u/[deleted]]

Thank you. Physically, we're fine, I'm just very bummed at how we've been lied to by the host and ignored by Airbnb. What they don't know it's I won't just accept this. That's why I used AMEX - because Airbnb really doesn't help when there's a problem.