AirBnB Customer Service Issues

We rented an Airbnb apartment, left our luggage, and headed to an exhibition nearby. The place didn't meet our expectations: the bedding was dark, the room was dim, the blinds couldn't be opened, and the neighborhood seemed less than desirable. We decided to make the best of it and left for the day. Upon returning at 7 pm, exhausted from lack of sleep, we discovered the bed was broken - the slats were loose and part of the frame had collapsed. The host was unhelpful, suggesting we use a sofa bed in the cramped space. Feeling deceived and unsafe, we believe accommodations like this shouldn't be listed on Airbnb. Our attempts to address the issue were met with accusations from the host, including false claims of damage and disparaging remarks about our standards. Despite our situation, the host refused a refund, forcing us to find a hotel far from the exhibition center downtown.

We booked an Airbnb apartment, dropped off our bags, and headed to an exhibition 25 minutes away. The place didn't meet our expectations (dim lighting, dark bedding, unable to open blinds, surrounding area looked like social housing), but we decided to make the best of it and left for the day. When we returned at 7 pm, exhausted from only sleeping 3 hours the night before, we discovered the bed was broken with unattached slats and a collapsed drawer part of the frame. The host denied the issue, suggesting we use a sofa bed in the cramped space. We believe Airbnb should not allow such listings. We never met the host, Wendy (possibly a man), and had difficulty with the complicated key extraction. We feel deceived, as the host now accuses us of damaging the bed and implies we are demanding business people with excessive standards. We simply seek a clean, safe bed for the night. The host refuses a refund, forcing us to book a hotel far from the exhibition center downtown.

We found an apartment on Airbnb, dropped off our bags, and headed to an exhibition 25 minutes away. The place didn't meet our expectations – it was dingy with dark bedding, and we couldn't open the blinds properly. Upon returning at 7 pm, exhausted from lack of sleep, we discovered the bed was broken. The host denied the issue and suggested we use a sofa bed in the tiny flat. We feel misled as the host, Wendy, was unhelpful, and the accommodation didn't live up to basic standards. The host accused us of damaging the bed and being too demanding, which is false. We just wanted a clean, functional bed. Despite being forced to book a hotel far from the exhibition center, the host refuses to refund us. We believe Airbnb should not promote such subpar listings.

I booked an apartment in Paris for 5/2/19-5/5/19 on Airbnb, with Reservation Code HMW34ANXQ8. I've heard about Paris enforcing regulations on rental properties needing a 13-digit registration number. I can't find this number on the listing or confirmation. How can I get it? Also, if the property is unavailable for our dates, how will we be informed and how can I get a refund? Thank you.

I have left multiple phone messages for "Alexandra" regarding my recent stay at an Airbnb property in Pasadena, CA. It was a miserable experience from the start with the complex management informing me that Airbnb rentals are not allowed. The host is unlawfully renting out the property. Despite staying for six weeks, I felt uncomfortable as the complex was unwelcoming with eviction notices on the front doors. Additionally, the host didn't pay the cable bill, leaving me without internet or TV. I believe I deserve a substantial refund for this distressing stay. Please reach out to discuss further. I have evidence such as eviction notices and cable termination on the message thread. Thank you, Lori F.

I have a long term booking in a shared house in New Taipei, Taiwan. The host wants to collect a monthly fee for house maintenance and amenities outside of Airbnb's rules. The host claims this fee exempts me from the Airbnb security deposit. I am hesitant to agree as the money is non-refundable and the host decides how to spend it. I am willing to pay the security deposit instead. Can the host charge for old appliances breaking due to regular wear? Is this arrangement allowed by Airbnb? The host plans to document this agreement in a message to guests. Happy to provide the document if needed.

Hello, I'm Mohammad Zeidan, and I made a reservation for an apartment at Lalezade Sokak, Fatih, İstanbul [redacted], Turkey. The host is Mahmoud, and my reservation code is HMKPEP49WW. I paid £[redacted].20 for a stay from 25th Feb to 8th March. On 8th Feb, I contacted the host through Airbnb to inform them of my arrival on 25th Feb at 8 pm. The host called me directly today at 10:56 am asking about my wife coming along, even though I had mentioned her name during booking. He informed me that the toilet and kitchen are shared, and I would need to pay an extra $50 a day to have them to myself, contradicting his Airbnb ad mentioning a private toilet and kitchen. Due to this, I had to cancel my booking, resulting in a loss of around £79.56. I am now facing issues with non-refundable flight and bus tickets, as well as a hospital booking, causing significant distress. I hope to get a full refund as I booked through a reputable site with a good reputation. Kindly respond to me via email at [redacted] Thank you for your assistance.

I reside on a shared driveway in Ellicott City, Maryland, and we have been facing issues with the Airbnb property at [redacted] Ellicott Woods Lane. The host, Robert from Silver Spring, is challenging to reach, and their guests frequently cause disturbances and parking problems. Despite having permits to tow cars parked inappropriately, we want to avoid taking such measures. It is crucial for Airbnb to inform all guests to park only two cars in the driveway and any extras on the main street. No parking is allowed on the shared driveway to prevent inconveniences and property damage. We appreciate any assistance in conveying this message to the host to uphold these parking restrictions. Thank you for helping us address this matter promptly.

Hi Alyssa, I wanted to share my recent experience with Airbnb customer service. I was quite upset with the lack of human interaction and attention to detail in handling my email correction request, which unfortunately led to a cancellation that caused a lot of stress for our small business. We were all set for a project in Santa Monica and rely on Airbnb regularly. I wish instead of just relying on the app, they could have notified me about the credit card glitch through a text message on [redacted] or via email at [redacted], which was updated in Italy. This oversight made me realize the downsides of solely relying on automated systems. This mistake not only caused us a lot of heartaches, wasted time, and money but also disrupted plans for Akiko's private room booking.

Hello Alyssa, I wanted to share my recent experience with Airbnb customer service. I found it quite frustrating due to the limited human interaction and reliance on the app. The failure to correct my email address led to the cancellation of my booking, causing significant stress. As a small business owner, this oversight disrupted our plans for a project in Santa Monica, where we are frequent visitors. It would have been helpful to receive a notification about the credit card issue via email or text message, especially since I had updated my email address. This experience made me realize that relying solely on apps can lead to errors that human oversight could easily prevent. I hope Airbnb can improve their communication methods to avoid such issues in the future. Thank you.

I recently made a booking in Moab and received two receipts, although one reservation was never completed as I didn't submit my required ID photo. Consequently, I proceeded to book another unit within the same condominium, successfully submitting all necessary documents this time. However, both reservations were automatically confirmed upon providing my ID for the second booking. I promptly contacted the host on March 4, a day before my arrival, to explain the situation and requested to void one of the reservations. Unfortunately, when attempting to cancel through the app, both were approved, resulting in a partial refund. Despite my efforts to rectify the error with the host, there seems to be confusion as they claimed I only notified them on the same day, which is untrue. Additionally, I noticed the host's signature differs from the name listed on the reservation. I am reaching out for assistance in resolving this matter and obtaining a refund for the duplicate reservation that was unintentionally processed due to a system error. Thank you for your help.

As a superhost in Spain, I am experiencing issues with two payouts that were supposed to be deposited in February. Tomorrow, another payout is expected according to my transaction history on Airbnb. Despite reaching out to the office in Spain multiple times via calls and messages, I have not received a clear explanation or resolution for the delayed payments. I am sharing my User ID: [redacted] and the link to my listing for reference. It is crucial for us to receive an update and clarification on this situation promptly. Thank you.

I have attempted to reach out to your company via phone and the various messaging options provided. Despite making three calls, the employees I spoke to were unable to resolve the issue, only directing me to the relevant department. On your website, it states that a response will be provided within 24 hours of receiving a complaint, but so far, we have only received acknowledgment without any follow-up contact, which we find unacceptable. Reviewing our Airbnb page for earnings in [redacted], there seems to be a discrepancy between the gross earnings reported in dollars and the amount received in euros, totaling €16,[redacted].75 deposited in a Spanish bank account. Our User ID shows gross earnings of $20,[redacted].77, Airbnb service fee of $[redacted].89, and total payment of $19,[redacted].88. We hope for a prompt resolution of this matter and have authorized our lawyer, G. Sanabria, to engage with your company. Thank you for your attention. If further contact is necessary, please refer to the information in my profile. I prefer to be contacted via email or you can reach my wife, whose contact details are also in the profile and who manages our accounting and finances.

Hello, I have reached out through the website messages regarding issues with my current stay. I am disappointed with the cleanliness of the place and the condition of the bathroom. I was shocked to find separate hot and cold faucets, making it difficult to adjust the water temperature. The shower is not working, and the bathroom floor is unclean. Additionally, there are problems with the internet connection, and the host was unhelpful during our conversation, abruptly ending it and accusing me of interrupting him when I was just trying to get the wifi password. I am requesting a full refund for the remaining nights as I am unsatisfied with the accommodations. I have photos of the bathroom's condition as evidence. Please inform the host that I will collect my belongings after my conference tomorrow evening. I am seeking assistance from Airbnb staff to find alternative accommodations promptly. Thank you.

I have not yet received a refund for Brigitte Blavette from Brittany, France with reference hmkxjxzjez. I did not confirm this booking and have already spoken with Angela regarding the refund. You owe me $38. Today, I received another notification with a confirmed booking reference hmacbs4ezr. I didn't confirm this booking either. Please ensure I am not charged a cancellation fee for this booking. Bookings should show as accept or decline, not as accepted when I haven't seen or approved the booking. I informed Angela that I am moving house, possibly by the end of May or sooner. Please do not schedule guests to arrive without my knowledge. Kindly refund the outstanding amount immediately and ensure no deductions are made on my latest booking with Ross who has already arrived. Looking forward to your prompt response. Julie P.

My spouse and I made a reservation for a room at the Summit in Panama City Beach through Airbnb for a 19-day stay before the October hurricane, located on the 8th floor. Following the hurricane, we reached out to the property owner who claimed there were no issues with the establishment. Despite this, I believe Airbnb should have removed the Summit from their listings due to extensive damage and continued disruptive construction, leading to noisy, dusty, and dirty conditions with limited services. Throughout our stay from February 10th to the 29th, we faced challenges such as no hot water for 5 days, water outage for 2 days, absent on-site management until March 1st, and disruptions like malfunctioning elevators, construction noise, and rowdy behavior by construction crews in the pool area. We reported these issues to security, but due to staffing shortages and impending layoffs, no action was taken. The property's amenities were limited, with the restaurant closed, hot tub area blocked off, and recreational facilities unavailable. Despite sharing 9 videos of the ongoing disturbances with Airbnb, the owner only agreed to refund $[redacted] out of the $60 per night we paid, while rates post-hurricane were significantly lower. In total, we spent over $[redacted] for our stay.

Hello, I am Nnamdi Udeze, an Airbnb host. I recently received an instant booking, but unfortunately, I had a prior reservation made nine months ago for the same day. Due to changes in my accommodations, I created a new account to list another room, without blocking the dates in the calendar. I had to cancel the recent booking and was charged £38.00 for the cancellation. The deduction from my payout this month has left me unhappy. I would like the refunded money back in my account. I was under the impression that with instant booking, I could cancel bookings that are not suitable for me.

A few years back, I had a terrible experience with Airbnb in Miami. After my car got stolen during my last rental, I discovered that the host accused me of theft despite me reporting the incident to the police, who then revealed the host was running an unlicensed Airbnb. The same issue occurred at two other places hosted by individuals from the same country. The landlord mentioned losing their lease and not having permission for pets, including my small dog. I had to juggle dealing with law enforcement, fraud, missing belongings, and a stolen car while managing a significant project, only to face false accusations. As a professional in software development who undergoes background checks for every assignment, including those in financial institutions, it's important to note that my record is spotless without even a speeding ticket.

To Whom It May Concern, I am writing to express our dissatisfaction with our recent stay at Lovely Keys in Le Marais, 42 Rue de Sevigne. The property was advertised on Airbnb as a 2-bedroom loft apartment in the heart of Paris, in the Marais district. We informed the host that six people, including my husband and I, my parents, and our two children, would be staying as we were celebrating my parents' 70th birthday. Upon arrival, we discovered that the unit did not have separate bedrooms as advertised, but rather two double beds next to each other in an open space. We immediately contacted the host to request relocation, as staying there was not feasible for our group. The host was uncooperative, claiming that the listing was for an open loft space and implying that we had misunderstood. Communication with the host became strained, as she was not responsive to our emails. We were unable to reach her by phone as the number provided was invalid. Consequently, my elderly parents and young children had to book a hotel room for privacy and comfort. Attached is a photo of the listing as it appeared when we booked, which clearly showed a different layout than what we encountered - two distinct bedrooms and a living area, which was not the case. Given the circumstances and the inconvenience caused, we are requesting reimbursement for the hotel expenses totaling [redacted] euros per night for two nights. Please see the attached bill for reference. We anticipate your prompt attention and resolution to this matter. Sincerely, Dr. A. Goirand, T. Goirand, Mr. and Mrs. Matthes, M. and N. Goirand.

Dear Sir or Madam, Some time ago, I received an SMS on my phone from an unknown number offering a 2-room apartment in Ingolstadt for [redacted] EUR. After replying to the email provided, the owner, Fabian Poetter, described the apartment in detail and requested a deposit for the first two months plus a security deposit. Due to concerns about authenticity, I would appreciate it if someone could verify this rental offer. Thank you. Best regards, Adilia