Re: [Airbnb Community Support] Re: Airbnb.com iPhone Support Request

Dear Airbnb, (CC’d to the same Blog as before)
please do me the courtesy of at least reading what I write.
Which part of “I don’t want you to help me track the information down” did I write in such a way that it was so easily misunderstood?
Now I am not only a customer who feels that he is not in Control of his data but also a customer who infers from your actions that his concerns are of no real importance to you.
Yours, Michael

On 28 Apr 2011, at 17:07, Cathy H <notifications-support@airbnb.zendesk.com> wrote:

— Please respond above this line. —

Cathy H, Apr-28 08:07 (PDT):

Michael,

Our records indicate that your reservation with Hannes in Vienna has been accepted. As payment you supplied us with a Mastercard ending in nnnn and were charged: $nnn / €nnn EU This charge was pushed through manually a moment ago, because when you entered your payment information you forgot to select the country you live in. We’ve done that for you and now you should see the charge on your credit card.

Your request with Eva in Vienna is no longer possible because she did not respond to your request within 24 hours. You were not charged for that.

Please let us know if we can provide further assistance.

Kind regards,

Cathy H
www.airbnb.com
855.4.AIRBNB (Toll Free) or 415.800.5959
Help Airbnb win a Webby Award, vote now! http://bit.ly/gpDDsW


Michael Mahlberg, Apr-28 07:14 (PDT):

Dear Airbnb, (CC’d to one of my blogs)

In the meantime the registration has expired and /after that/ the payment information is visible on the website – for a brief moment until I confirm the information. Then it’s inaccessible again!

So, in the name of open Business-2-Customer relationships, here is what I would expect:

I don’t want you to help me track the Information down – I want control over my data!

I want to be able to see /exactly/ which data you have on file for me.
I want to be able to see, which transactions are pending right now!

As much as I like the idea of your service, I don’t feel comfortable if you play it so unreasonably close to the chest.

Cheers
Michael
( @MMahlberg on twitter )


Cathy H, Apr-28 06:57 (PDT):

Hi Michael,

We’d be happy to help you track this down. Can you please provide your reservation code?

Best,

Cathy H
www.airbnb.com
855.4.AIRBNB (Toll Free) or 415.800.5959
Help Airbnb win a Webby Award, vote now! http://bit.ly/gpDDsW


Michael Mahlberg, Apr-26 09:18 (PDT):

Please enter the details of your support inquiry below:

User Information
Name: Michael M.
ID: 533213

How can I find out, which of my credit cards I used to make a reservation?

Situation in case: 6 credit cards, one booking with airbnb – no movements on any account. Host has not yet (21 hours) responded.
Which c-card is on your files? which one can I max out?

Cheers Michael

User Information
Name: Michael M.
ID: 533213

(von unterwegs gesendet)

Airbnb Community Support
Phone: 1-855-4-AIRBNB | 415-800-5959
FAQ: www.airbnb.com/help

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