AirBnB Customer Service Issues

10 days after booking, the host messaged me asking to cancel. Reluctant due to refund concerns, I requested she cancel. Despite months passing, she has not done so. Looking for solutions online, I found the "my host needs to cancel" option. I asked the host to cancel, but she declined, hinting she can still host us. In private, she admitted uncertainty. The situation is stressful as it's over New Year's when most places are booked. How can I cancel without losing the Airbnb service fee and receive a full refund? It's frustrating that the host won't cancel despite being unable to host us. I await your response. Thank you, E.

Hello, I urgently need to contact Airbnb Norway. We have been communicating with a landlord in Norway who resides in Italy. Despite multiple attempts, we have finalized arrangements to rent the flat in Kristiansand for 3 months, with payment made for 1 month's rent and a deposit. The landlord indicated the contract would commence on 16-11, with keys and the contract to be sent to Anirban Kundu in Norway on 14-11. However, on 7-11, I received a suspicious email from Airbnb requesting upfront payment for the following 2 months to a different bank account, citing Local Legislation. Efforts to reach the landlord, Mr. Alessandro Pugliessi, via WhatsApp and email have been unsuccessful. The flat is located at Todenskjolds Gate 75 in Kristiansand, Norway, with a booking reference of F0AC1B. As the 14-11 deadline approaches, with no response from the landlord, I am concerned. Can a representative from Airbnb kindly contact me today at [redacted]35? Thank you, Mariela

Dear Customer Service, I am writing to formally lodge a complaint regarding the handling of calls I made on 11/6/18. I spoke with Justin for an hour explaining my listing visibility issue without any resolution. After taking matters into my own hands, I discovered the problem and had to re-explain it to Lawrence, who admitted Justin had not addressed the issue. Lawrence assured he would escalate the matter due to my lost earnings as a superhost. When I followed up on 11/7/18 with a reference provided by Lawrence, the new manager, Georgia, claimed there were no notes and the reference was false. I tried to seek help from multiple managers without success until reaching Angel, who redirected me back to a less competent staff member. This issue is impacting my property's visibility and booking capabilities. I request a formal complaint, an update from a technician, and resolution beyond the usual scripted responses. Sincerely, Axel

I have been in contact with your team for three days, dedicating hours to resolving an identity confusion. Yesterday, I had a conversation with someone named Muriel who appeared to have addressed the identity mix-up and assured me it would be rectified. However, today I am still unable to access my account. My details are as follows: - Name: Stephanie Dawne Dye - Booking Code: HMWYK9JMT9 - Host: Jared Nelson - City: San Diego - Booking Dates: 2 nights on January 4th and 5th, [redacted] After my discussion with Muriel yesterday, it seemed like the issue was close to being resolved. She mentioned she would finalize the corrections and inform my host. Despite this, I am now being told by Airbnb that my account does not exist. I kindly request your assistance in addressing this matter promptly. Thank you.

I have written to Tokeet requesting the removal of my Airbnb listing from their service. Initially, I tried the Tokeet free trial after receiving an email, but found it more challenging to use compared to Airbnb. Despite entering my listing information, I opted not to continue with Tokeet and deleted the listing. Now, whenever I attempt to make changes on Airbnb, I receive an error message directing me to Tokeet, where I can no longer access my account. I am unable to manage my listing on either platform. I kindly request Tokeet to completely delete my listing so I can independently manage it on Airbnb. Thank you for your assistance. Best regards, Kee Hyun Kim Listing Information: Title: “Waikiki Banyan, Clean, Parking, Pool, Wifi, BBQ” Airbnb Link: [redacted] Address: [redacted] Ohua Ave [redacted] Mauka, Honolulu, HI [redacted] Owner: Kee Hyun Kim Email: [redacted]

During my recent stay at The Chelsea Elm Park managed by City Relay but booked through Airbnb, from Thursday, November 15th to Sunday, November 18th, I encountered several issues with the property. The accommodation, advertised for four guests at a total cost of £[redacted] for three nights, did not meet my expectations in terms of comfort and quality. The apartment lacks essential furnishings for four guests like bedside tables, lamps, and comfortable seating in the living room. Moreover, basic amenities such as a coffee maker and wine glasses were missing. The balcony was inaccessible, and the area appeared neglected. Health and safety concerns included exposed wires and a large glass pane leaning against the living room wall. The apartment was excessively hot with a thermostat not working below 27.5°C, prompting the need to open windows in mid-November. Complaints to City Relay about the heating issue went unresolved. The bedding quality was subpar, with additional pillows lacking covers. Furthermore, the advertised price on Airbnb has now dropped to £[redacted] per night, highlighting a significant discrepancy with the £[redacted] I paid for my stay. I believe this property does not warrant the high price charged and request, at minimum, a refund for the price difference.

Hello, this is Penny Rose. I have a booking for Ocean Lake House B-18 from Dec 29th to Jan 6th. I am aware of the 48-hour cancellation policy, but due to my brother's unexpected return from deployment, we are hoping to adjust the dates to accommodate our family reunion. I spoke to a representative this morning, who mentioned the request would be escalated. I am eagerly awaiting a response as we need to finalize travel plans for my brother. Your prompt attention to this matter would be greatly appreciated. Thank you.

I am reaching out regarding my recent experience with my Airbnb host. Upon arrival in September, I discovered a broken washing machine at the location. Subsequently, the host is now requesting 71 euros for repairs. Dissatisfied with this situation, I used the washing machine once in early September without success. I adamantly refuse to cover any repair costs. The lack of functioning laundry facilities has been disappointing, causing me to resort to a laundromat since September. Now, facing charges for a malfunctioning machine that was not my doing. My name is Christian C., and I am currently residing at #36 Rue Claude Terrasse, Paris.

"I read a report by NBC News where Professor Eugene Kontorovich, a prominent International law expert, highlighted Airbnb's controversial decision of delisting Jewish homes in Israel while allowing listings in other disputed areas worldwide like northern Cyprus, Nagorno-Karabakh, and the western Sahara. This has raised concerns about discrimination and anti-Semitism. Many, including myself, find Airbnb's actions outrageous and urge them to reconsider this discriminatory policy. Until there's a change and a public apology, my friends, family, and I will refrain from using their services. It's troubling that only Jewish homes are being targeted while Palestinian-Arab homes in the same regions are not affected by this new policy. This selective targeting of Jewish communities comes across as discriminatory and promotes hatred towards Jews."

After creating an Airbnb account for my boyfriend, the system deemed it invalid and subsequently removed both our accounts. I am okay with discontinuing our use of the service, but I encountered an issue with a host from a previous stay. This host requested money, and due to the account deletion, I was unable to respond or send the payment. Approximately two weeks later, the host canceled the request and left a disparaging comment about my lack of communication. I feel frustrated that I cannot rectify the situation with the host, explain the communication problem, or regain access to my account. It seems my account is still active since the host can message me, leaving me unable to resolve this matter.

Hello, my name is Nashah Lubrun. I had booked an Airbnb for November 21st to 23rd in Killington, Vermont. Due to bad weather yesterday, I couldn't travel there with my mom and wheelchair-bound son from Brooklyn. Upon arrival, I found there was no stove to cook, so we had to relocate to a hotel for two days, ruining our Thanksgiving plans. I am disappointed as we didn't even stay at the Airbnb. I am kindly requesting a refund, even if it's a partial one, as it's unfair to lose money for unused accommodations. The host, Erin, doubted my son's wheelchair needs, adding to the frustration. Your prompt attention to this matter is greatly appreciated.

Dear Team, I am honored to receive this award, although I must express my frustration with the handling of my recent issues. Despite my efforts to address the situation multiple times, my guests left my apartment in a dirty and damaged state. I agreed to cover the plumber fees upfront to save money, but unfortunately, my reimbursement was not processed as expected. It seems like my concerns were not heard, and the guest was prioritized over me. Consequently, I have decided to remove my apartment from Airbnb until my request for reimbursement for the plumber and additional cleaning costs is resolved. I have kept my host and guest account frozen since February [redacted] until this matter is resolved. I appreciate your prompt attention to this email. Thank you. Warm regards,

I recently booked a stay with Abnb for four nights in Florence. Initially, I booked for 10/2-10/7 and wanted to extend my stay by one more night. I found another available flat for the additional night but was surprised to see a $[redacted] service fee for this change. This charge doesn't seem fair since I switched to a different property within the allowed timeframe. Unfortunately, I couldn't reach customer service as my cell phone number wasn't recognized in the system. I am disappointed with this experience and kindly request a full refund as per the refund policy. Thank you for your understanding and help. Just to note, my friend Susan C., who is also traveling with me, owns an Abnb property.

Yesterday, I had to cancel a booking on Airbnb for my apartment in Amsterdam. The guest informed me only after booking that they planned to arrive after midnight, essentially checking in on December 6th instead of the 5th. Since I rent out my own apartment on Airbnb only when I am not there, a friend manages the check-ins for me. I accepted the reservation under the assumption the guest would arrive on the 5th but had to cancel upon learning about the late arrival. Initially, I asked the guest to cancel, but they requested I cancel instead when they realized they wouldn't receive a full refund. Believing we had come to a mutual agreement, I canceled to accommodate the guest, not realizing it would block my availability to host new guests. I am reaching out to Airbnb to request unblocking the dates so I can continue accepting new bookings. My cancellation was due to the late arrival, not a lack of trustworthiness on my part. I have a positive hosting record and aim to quickly resolve this situation. Best regards, Carla C. Email: [redacted] Phone: +[redacted]5

I made a reservation for a place in Playa Del Carmen two months ago. Recently, the host informed me that the accommodation is no longer an option but asked me to cancel. I declined due to the service fee involved. The host is reluctant to cancel on their end to avoid losing money, even though they admitted the place is no longer available. They reached out through Whatsapp asking for my bank details to refund the fee if I cancel via the website. I am hesitant to proceed with this request. I'm eager to get a refund and need to secure new lodging quickly as my trip to Mexico is approaching in 3 weeks. Any assistance you can provide would be greatly appreciated. Thanks, S.L.P.

I made a reservation for Villa Turquesa for 9 days with the reservation code HMCNHXX5KA. When I first inquired, Monica T., the property manager, quoted me a price of $[redacted] USD - $[redacted] per night, and provided a Short Term Rental Agreement. However, upon payment, she increased the rate to $[redacted] per night due to Thanksgiving, not previously disclosed on the website. Despite the issues with the stove, lack of a key, leaking freezer, and non-functional phone, the concierge did assist. When I requested compensation for being unable to cook or make hot beverages, Monica offered a free night for a future stay, which I found unsatisfactory. She then mentioned potential charges for alleged damages caused by a therapy dog. Concerned about the owner and manager's ethics, I possess the original agreement and photos of the disputed damage, apprehensive about unjust fees. Sharon.

I hosted a guest named Mike Hallett at 28 Lagoon Street Ettalong Beach NSW [redacted] from November 24 to December 21. Mike checked in on Saturday, November 24 at 9:00 am but due to personal reasons, I asked him to leave with 24 hours notice on Friday, November 30 at 11:00 am. According to my neighbor, he left by 12:00 pm on Saturday, December 1. Mike had requested the 20% discount for the first three bookings that was offered in July, which I confirmed he was eligible for. Unfortunately, he missed out as the discount was given to someone else two days later. Consequently, I asked Mr. Hallett to cancel his booking for December 1-21 and he should receive a refund for those days. Please let me know the process for refunding the amount, whether it will be reversed or deducted from future bookings once my calendar is cleared for the rest of December. Thank you. Best regards, LM-L

In Edinburgh, Scotland, a concerning situation has emerged regarding AirBnB. Despite being responsible hosts with positive reviews, my wife and I are facing an enforcement notice by the City of Edinburgh Council to stop letting our property due to claims of a negative impact on the residential area. We are currently appealing this decision with two other hosts. The council's stance is based on issues raised by a single resident in our block who is antagonistic towards AirBnB. We are committed to being good neighbors and have not received valid complaints about our guests. We feel unfairly targeted without substantial evidence. We fear this decision could set a precedent affecting other AirBnB hosts in the city. We are considering legal action with AirBnB's support to challenge the council's decision and protect our investment. Your understanding and assistance in this matter would be greatly appreciated.

I encountered issues with the kitchen as the hot plate is not heating up, making it unusable. I have purchased over £30 worth of food items, and I am concerned about potential losses due to this unforeseen cooking problem. I had to wait 2.25 hours for accommodation access, and the host attributed the delay to Airbnb and payment processing issues. This delay resulted in an additional £5 taxi cost and unnecessary waste of time. I appreciate a prompt resolution to address these issues so that I can prepare my meals. While I prefer an amicable solution, I expect full reimbursement for expenses if these concerns are not resolved satisfactorily. Your swift attention to these matters is much appreciated as I am currently unable to cook and consume my purchased food. Thank you for your assistance. Best, D.Q.

My friend faces an unjust situation with her host leaving an unfair review and requesting an excessive fee of £[redacted]. She lacks the funds to settle this demand, causing her great distress. The worry is how this negative review might impact future accommodation opportunities. Seeking resolution swiftly is crucial before her departure back to her home country tomorrow at midday UK time. I can vouch for my friend's integrity and high cleanliness standards. In a perplexing scenario, the review and payment demand seem wrongly directed solely at my friend, neglecting the responsibility of her flatmate who left any untidiness. Can you assist in rectifying this matter promptly? Thank you. Frances Lewis