AirBnB Customer Service Issues

I made a booking for a French Airbnb in Ceillac with superhost Annika for July 6-13 through my wife's computer. However, there was an issue during the booking process, and the initial payment was taken from my wife's daughter's account, Kirsty Hepburn. We promptly reimbursed her. For the final payment, we would like to change the notification and payment recipient to Rhona at [redacted] Rhona can provide the required details. I believe it would be best to resolve this over the phone with one of your representatives. They would need to confirm the booking details and facilitate the necessary changes.

Today, I registered successfully. However, I received a 4-digit pin with a phone number "[redacted]0." When I tried calling it, my landline provider said the number was not recognized. Can anyone confirm if this is legitimate or a potential scam? Thank you. - Brian H.

I made a booking for a room in Taupo, NZ, but had to cancel due to an injury. I requested and was promised a refund, which was supposed to be processed via Paypal, even though I didn't have an account. The email address provided to claim the refund seemed suspicious, so I tried unsuccessfully to create a Paypal account last week. Today, I managed to set up an account on the Paypal website but was asked for my credit card information over the phone, which I declined to provide. The Paypal representative assured me the refund would be deposited directly into my card account without needing an account. However, the money isn't in my account yet, and I suspect it might have been returned to the Airbnb provider I initially paid. It's frustrating trying to resolve this, especially since contacting Airbnb directly isn't feasible due to their time zone. I would appreciate any assistance in simplifying this process and getting my money back. Thank you.

Hello, my name is Miguel Maldonado. My account is registered under the name Ginger Maldonado. The issue I am facing is that I have not received a refund for a mistakenly booked trip. I was planning a 3-day getaway through Airbnb and found a place on April 18th. During the booking process, I encountered a technical issue while trying to verify my identification, causing the booking to fail. I then booked a different place successfully but was still charged for the initial one. Although I canceled the second booking promptly, I have only received a partial refund of $43 out of the $[redacted] charged. It has been almost 10 business days, and I am concerned about the delay in receiving the full refund for the canceled booking.

Hello, While on holiday with my family in Romania from the UK back in March [redacted], we encountered an issue with a booking on Airbnb. Even though we had pre-booked all our accommodations for the two-week trip, one of the places we reserved for a night did not work out. We waited in a remote village with three children and a baby for 1-2 hours, attempting to contact the host to no avail. We eventually had to find alternative lodging. In the evening, the host messaged us stating that they were not open until April, which was confusing since they had initially agreed to our stay. We are now out of pocket £[redacted] for the night's accommodation that never materialized. I am seeking advice on how to go about obtaining a refund for this situation. Thank you, Scot

Hello, I'm Esther and I need urgent help understanding my legal situation. I booked a flat, but the key got stuck in the door upon arrival. The owner I thought I was talking to turned out to be an agency, so I can't reach the owner directly. A locksmith came after three hours, but the key broke in the lock and can't be fixed tonight. I can leave the flat but not lock it. The agency wants to move me to a different flat of the same price but lower standard. They won't provide a contact person's name despite my requests. This is a business trip, and I had to cancel a meeting already. Do I have to accept the offer or can I decline and get a full refund? It's 11 pm in Paris, and I still need to find alternative accommodation. Your advice would be greatly appreciated. Thank you.

Hello Support, Last night, I received a booking request for today and tomorrow. I accepted the booking before the payment was made. Later, I was informed that the guest had 24 hours to pay or the dates would be released. Since I haven't received payment, I messaged the guest twice to confirm their arrival for cleaning and scheduling purposes. Another guest requested the same dates, but it's pending until the first booking is confirmed. I'm concerned about not being able to accommodate my other guests or have time to clean if the pending guests pay and arrive simultaneously. The deadline is tonight, and I am worried about losing potential bookings if the dates are not claimed. I'd appreciate discussing a solution for such situations in the future, as I don't want to miss out on bookings due to uncertain reservations. Your prompt response would be greatly appreciated. Thank you.

Hi, I have a reservation at LJ de Montcalm in Gatineau, hosted by Mark for Friday, May 17. I'm checking if the booking is still available due to the ongoing flooding in Gatineau. The reservation was made under my husband's email, [redacted], while my Airbnb account is [redacted] I've received an email stating that the second payment is due in three days. Thank you, Maureen S.

Hello, I would like AirBnB to update the room listing for a reservation without changing the cost. I've upgraded the guest to a different listing category, so I want to move the reservation to the new listing to free up the old one. Booking reference: HMAEKK8JY5, De Bruyn Joubert, total cost ZAR 5,[redacted].00, Service Fee R184.10, final payout ZAR 5,[redacted].90. The original listing was "Turtle Cove Lodge - Private twin room ensuite #8A," and the new listing is "Turtle Cove Lodge - Free standing dbl ensuite #5" (I've blocked it to prevent bookings in the meantime). This change should not result in any extra costs for the guest, Turtle Cove, or AirBnB. Regards, Deryck for Nelia (Host).

My four colleagues and I arrived at the property, but one left immediately and the rest are considering doing the same. The rental does not match the advertised listing. The beds appear used, the pillows are subpar, and there's a fridge in the living room. This place is not up to standard, and I would not even let my dog stay here. We are all leaving and requesting a refund due to false advertising. I mentioned the broken cooker handle to the property owner, Pete, but his response seemed dismissive. I am disappointed and will escalate this issue to my partner who works at the local newspaper. I expect a refund from Airbnb.

I had agreed with my host to arrive at 14:00, but I arrived a bit early at 13:50. After notifying him, he asked me to wait for around 20 minutes, which I didn't mind. When he arrived, he made me wait outside the door for 5 minutes before letting me in, where he was still cleaning and changing sheets fifteen minutes past the agreed check-in time. His unpreparedness and ongoing cleaning is preventing me from settling in and resting after my flight. Despite his suggestion for me to go to the beach nearby, I feel this situation is unacceptable as I paid for the apartment and expected to be able to use it. I am disappointed with the experience and would like to request at least a refund. Thank you.

Upon arrival at 37 Havelock Close, India Way W12 7NQ, we were greeted by Kaye, who showed us a room different from what was advertised. The bedding was drying on the radiator and the sheet on the bed was stained. Despite Kaye's suggestion to stay in the room, it was not suitable. We had to cancel our booking, endure two Uber rides, and a soaking wet arrival to find alternate accommodation. We received an email with detailed directions from Beryl at 25 Gastein Road W6 8LT. Our experience was disappointing, and we seek a refund for the substandard accommodation, as well as reimbursement for our travel costs. We have photos of the room to support our claim. Addressing this swiftly would be appreciated, as our experience was rather stressful and unpleasant. We eagerly await a resolution. Warm regards, Max

I need to cancel my trip to Stockholm from July 11-14, [redacted]. I should receive a full refund according to the cancellation policy because I am canceling more than 14 days in advance as stated in my booking details. However, when attempting to cancel on the website, it shows only a partial refund of approximately AUD14, which does not align with the policy. The cancellation policy clearly mentions that a full refund is applicable if canceled at least 14 days prior to the check-in time. Here is the cancellation policy from my booking: "Cancellation policy Strict (grace period). Full refund if cancellation is within 48 hours of booking. For a full refund of accommodation fees, cancellation must be made within 48 hours of booking and at least 14 full days prior to the listing’s local check-in time (or 3:00 PM if not specified) on the day of check-in." The detailed cancellation policy can be found on this link: [redacted] Could you please guide me on how I can proceed with canceling my booking and securing the entitled [redacted]% refund? Thank you, Gina

Hello, I am interested in renting a house in Barcelona called the "Super bright and spacious flat in the city center." I noticed that it cannot be booked through Airbnb and that I need to reach out via email directly. After contacting them, I corresponded with Jennifer Rodwell, who claims to be an authorized property manager for Airbnb. She requested payment through bank transfer, a method I am unfamiliar with on Airbnb. I wanted to check the legitimacy of this process for safety reasons, as this is new to me. Thank you for your help.

I am a new Airbnb user and mistakenly made a reservation with the wrong hotel. I quickly realized my error within 30 minutes and promptly cancelled the booking. However, I was disappointed to see that my service fees of £27.38 were not refunded. As a first-time user, I found it challenging to navigate the booking process, especially receiving multiple booking requests. According to Airbnb's policy, I should receive a full refund if I cancel within 24 hours of booking, including fees. I am disheartened that I was still charged the service fees despite cancelling within the allowed timeframe. I kindly request your assistance in refunding the £27.38, as I have already made a new booking with another hotel for the same dates. Thank you for your understanding and help in this matter.

Upon booking an Airbnb at [redacted] Pennsylvania Ave NE in DC, our host informed us on the day of arrival that we could park next door due to construction blocking the parking space. Despite feeling uncomfortable in the neighborhood and the inconvenience of the location being far from downtown DC, we were denied a refund for not canceling since the notice was last minute. This lack of professionalism in informing us of changes shortly before our arrival led us to book a hotel instead. We are disappointed with the host's approach to business and simply seek a refund for the circumstances we faced.

Hello, I was contacted by Kathryn, my dedicated Case Manager, regarding Christopher and reservation HMAEQEZA9A. I'm having trouble accessing my gmail account to read the full message. Additionally, I'm unable to log into my Airbnb account at the moment. I attempted to reset my password but now have to wait a few hours before trying again. For further communication, please reach out to me at [redacted] Thank you.

I have initiated a refund request and followed up on it. However, I have not received a response yet. Currently, I am in Barcelona, staying at a hotel booked through booking.com due to the complexities and delays in Airbnb's responses. The booking process with Airbnb was unclear and slow, leading to a disappointing experience. The host deducted the payment before we could confirm the accommodation, resulting in us realizing the error only a day before check-in. Additionally, the apartment we thought was in Barcelona turned out to be in Sitges. The host's unresponsiveness and lack of clear communication on cancellation and refund policies made the situation worse. I urgently require a full refund from Airbnb. The absence of a live chat option has hindered my ability to resolve this issue promptly, leaving us without accommodation at 11:00 pm.

I am seeking advice regarding a challenging situation with our host. After only three days into our one-month stay, our host expressed a desire for us to leave due to apartment issues causing her stress. Despite her acknowledgment and replacement of a broken kettle, additional problems arose with the oven, lack of microwave/toaster oven, and broken furniture. The host's refusal to address these issues has made our stay uncomfortable. She has also claimed we paid an unfairly low price, although we agreed on pricing following Airbnb's correction. We feel the host's opinion on the price does not diminish her responsibility to uphold our agreement. Given the circumstances, we need to find alternative accommodation promptly and request a prorated refund including the cleaning fee and deposit. Any guidance on how to proceed would be greatly appreciated.

Upon arriving at the Airbnb, I was disappointed to discover discrepancies between the glossy pictures online and the actual cleanliness of the place. Despite assurances from the host that the issues would be addressed, I found trash in the kitchen, grime in the bathroom, and mold in my room. After the cleaning lady's visit, my room remained untouched due to overwhelming mess from other housemates, with lingering dust and mold. The host claimed the mold was dry and offered a potential cleaning schedule for the future, but with a two-week stay planned, I am wary of a recurring problem. I am willing to pay for my current night but find other charges unreasonable given the uncomfortable situation. A refund would be appreciated. Thank you.