HotelTonight vs Airbnb: HotelTonight Customer Service FTW

Dec 11, 2019 · 3 min read

HotelTonight has taken over the inner-maverick circles of America more quickly than recycled polyester vests on tech bros. But what’s all the fuss?

I’ve been a big fan of Airbnb over the past few years, however, sometimes Airbnb’s customer service leaves me wanting more, especially compared to a recent experience I had with HotelTonight’s customer service.

I just returned from a two-month workcation in California, starting with Los Angeles for Blockchain Week in early October, then returning back to Philadelphia just in time to catch the start of the Christmas Village in center city.

During those two months, lets just say there was an equal balance of planning and winging it. Some nights I needed that last second hotel deal, like the one day my business partner and I decided to drive to San Francisco last second. We arrived in Union Square at 10pm and needed a place.

Photo by Patrick Tomasso on Unsplash

Fragmented Customer Service Calls

The biggest gripe I have with Airbnb is that they have a serious problem remembering what you call their customer service team about. Our host went MIA for the hour we were supposed to check-in. I had made prior arrangements to have a quick touch-and-go checkin due to a meeting. After the host failed to answer, we had to call Airbnb customer service.

Over the course of the hour, we had to rebook our own room, at an inflated rate mind you (since we were now looking at day-of rates). Then, we had to call back three separate times because the new listing selection we made either kept getting booked, or the host rejected us for whatever reason. Each time we called back, we had a different customer service rep. And we had to rexplain what happened each time we called 😤 😤 #DONE

Not only that, but we had to wait 3 days to get our reimbursement and use totally SEPERATE FUNDS to purchase the new room. #4realDONE

HotelTonight to the Rescue

Needless to say, we started to look elsewhere. Expedia deals were whack, so we popped open HotelTonight after our friend Alex from recommended the website. Then boom, we saw the W Hotel on the app. Our attention was peaked, our room was booked, and the start of our next adventure was just a bag check away.

HotelTonight gave me a heavily discounted price for a hotel chain that I love, The W, with it’s perfectly assembled layout of unpretentious modern luxury. The checkin process was super easy, and I was even able to use PayPal for remittance. It felt like a warm blanket wrapped me.

  • Night made ✔️

Signup with my promo code ANMAILEN and you’ll get $25 off your first HotelTonight booking💥💥

Photo by Manuel Moreno on Unsplash


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