AirBnB Customer Service Issues

Hello, I recently noticed a $[redacted] charge on my account that I did not authorize. This charge is completely fraudulent, and I have already spoken with my bank for over an hour to dispute it. I did not approve this transaction, and it is essential to have the amount refunded due to the fraudulent nature of the charge. My computer, which 6 people have access to, was recently hacked leading to personal information being stolen by one of them who had physical access. I kindly request the full refund of $[redacted] as I have no intention of pursuing legal action, involving the BBB, or resorting to social media to address this issue. The situation has been quite frustrating, impacting my credit negatively and accumulating interest on a charge I did not authorize. I am taking steps to address the stolen identity and unauthorized computer access by filing a police report. Thank you for your attention to this matter. Best regards, M.I.

Hello, I am facing an issue with our accommodation in picturesque Wanaka. We have 3 Chalets and 2 self-contained studios available for guests. Currently, we list 3 Chalets and 1 studio on Airbnb and Booking.com using ONE Rooftop as our channel manager. We have been Super Hosts for most of the last 18 months with excellent reviews. However, we have noticed a significant decrease in bookings on Airbnb since May compared to our competitors who have built similar Chalets in the area and are exclusively on Airbnb. We are now investigating why our inquiries have decreased so dramatically. I am wondering if we can maintain our Superhost status and reviews if we decide to stop using a channel manager and leave Booking.com. Our property is Hillhaven Wanaka with units named Rock Chalet, Driftwood Chalet, Cedar Chalet, and Gecko Studio. My name is Keri Addison. Thank you, Keri

1st: A guest had booked an apartment for three people but later disclosed they have a service dog due to hearing problems. While I allowed the dog to stay, I requested a daily fee for its accommodation as the guest informed me only 29 days after the reservation. I don't believe this request violates Airbnb rules for guests with disabilities. 2nd: Concerning an additional overnight guest, I expect guests to inform me beforehand. If a reservation is for three people, I anticipate three guests unless agreed otherwise. I asked the guest to pay for the extra service via Airbnb, but they refuse, claiming they had informed me about the dog and can host additional guests without notice. I've reached out to Airbnb for assistance, but haven't received a response. I'm unsure how to proceed. Any guidance from Airbnb would be appreciated to resolve this situation. Thank you, Darko.

My boyfriend and I had a Vancouver trip planned for the Canada Day long weekend. We had booked an Airbnb in May, but the host cancelled on us recently. In our rush to find a new place, we accidentally booked a private room instead of an entire home. We noticed the mistake today, and although it's past the 48-hour grace period, there are still 3 weeks until check-in. We are worried that canceling now will only get us a 50% refund. This mix-up was due to the previous host canceling suddenly and limited available homes closer to the date. We were hoping for a full refund as there's ample time for the host to find replacements without incurring losses.

I am disappointed with my recent booking experience. I arranged a tour with a host who claimed to offer trips to various destinations along with transportation. However, she later mentioned that due to her full-time job, she couldn't provide those services and suggested I find another option. This is frustrating as her profile clearly advertised these services, and now I am out of money with limited funds for my vacation. I had to rebook with another provider, who is now fully booked due to this last-minute change. It is unacceptable to advertise inaccurate information and then dismiss customers' concerns. This situation has caused inconvenience and financial strain, leaving me feeling disrespected and let down.

Upon arriving at 9pm, the condition of the place was appalling. A pervasive bad smell filled the house, prompting us to turn on the air conditioning and open the doors for fresh air. The second floor was particularly problematic. Out of the 3 bedrooms, only one had barely functioning air conditioning, with the temperature exceeding 80 degrees. All windows were inexplicably locked, preventing us from ventilating the space. We encountered a stuck door and a dirty attic door, contributing to the unsettling environment. The presence of a few parked cars outside, with occupants staring at the house, further added to the eerie atmosphere reminiscent of a horror movie scene. Despite my positive experiences with Airbnb in various countries, this was a stark departure from the description. The first floor was marginally better, but after a 10-hour journey from Illinois, it was unsuitable for a night's rest. Consequently, we had to book a last-minute hotel room to spend the night. I vehemently refuse to pay a cent for this unsatisfactory accommodation and demand a full refund. The discrepancy between the numerous positive comments and our own harrowing experience leads me to believe that there may be errors or fake reviews involved.

I extended a refund to my guest after Airbnb canceled his reservation. However, Airbnb mistakenly refunded him more than required, at a higher rate per night and for additional nights. I am currently attempting to recover the excess amount, but I am finding the process frustrating due to difficulties with Airbnb support. They continuously assign different "case managers" and fail to meet their commitments to follow up, return my calls, or provide updates. The lack of communication and inconsistent support is causing me to feel doubtful about their intentions to truly assist and resolve this issue.

Hello, I wanted to share my recent experience with booking accommodation in Huy. We received a confirmation and invoice for a reservation this morning. However, when we contacted the host at around 5 p.m. to discuss our arrival time, they claimed that they were not able to accommodate us despite the confirmation we received. After unsuccessful attempts to resolve the issue with Airbnb, we eventually found alternative accommodation through booking.com, which was [redacted] km away from our original destination and cost [redacted] euros instead of the initial 92 euros. In addition to the extra cost and the significant distance from our intended location, we also lost 5 hours of time and incurred additional phone charges. We are requesting the following compensation: a refund of the initial 92 euros, coverage of the extra 40 euros, and 20 euros for the time lost and phone expenses. We arrived at the new accommodation past 10 p.m. and have not yet received a callback from Airbnb. We are extremely dissatisfied and disappointed with this situation. Best regards, Andrea J. Sent from myMail for iOS.

Hello, I am a host and one of my listings is currently paused, and I urgently need to update the description. I am unable to access the listing to make changes. Can you please guide me on how to proceed? Additionally, I would appreciate information on the typical duration a listing remains paused for, just to understand the process better. I couldn't locate the contact support button on the website. Apart from phone support, are there any other ways to reach out for help? I am currently on hold via phone support. Ensuring everything is in order is important to me. Thank you.

I manage the Bear Pause Cabin in Brighton, VT, and have a unique request. We have two upcoming renters who will be getting married and feel that they should only pay for one cleaning and linen fee. I am in agreement with this arrangement but unsure how to proceed. To clarify, Nichole Roderick is expected to cover the $65 fee, while Matthew Roderick will not be charged. Best regards, Biff Simpson Phone: [redacted] Email: [redacted]

I am currently staying at an AirBnB location, but I am seeking a refund to cancel the remainder of my reservation due to several concerning issues. The property is not accurately described, and it is situated in an unsafe area where I experienced a robbery. Additionally, the lack of functioning wifi is inhibiting my ability to work, and the host has been entering my room without permission, creating a sense of unease regarding the security of my belongings, particularly valuable items. Furthermore, the absence of air conditioning in the house is uncomfortable, and the host has been turning off the air conditioning in my room, resulting in temperatures exceeding 80 degrees upon my return. These circumstances have left me dissatisfied with my current accommodations and I wish to depart from the property.

I am experiencing a critical problem with the guests at my property. They have broken the house rules by hosting events, accommodating extra unverified guests, and using illegal substances on the premises. Despite engaging with about 10 case managers, my issues remain unresolved. Efforts have been made to relocate the guests, but my concerns regarding safety, breach of lease terms, overstaying, trespassing, and drug use persist. The guests left the house in a concerning state with smoke and litter. I have struggled to get assistance, often getting disconnected when calling customer service, and faced disrespectful representatives who trivialized my situation and passed me from one case manager to another.

Upon arrival at the Airbnb in Madrid, we encountered several issues. The apartment had no water, the balcony floor was dirty, and the hot tub was only half full with murky water. Additionally, the host was absent, and the cleaning maid did not speak English. After leaving a negative review, the host falsely accused us of damaging the property by urinating in the hot tub, requesting over $[redacted] for damages, despite our brief stay of less than 45 minutes. We are seeking a full refund of $[redacted].87 paid for the rental. The situation is distressing, as we believe the previous guests may have been responsible for the hot tub's condition, which the host wrongly attributed to us due to their absence during turnover.

Hello, I made a booking for myself and my friend on Airbnb from June 8th to 10th for a festival. I created an account as my friend couldn't do it right then. A day before the event, Airbnb requested my ID, and after submitting it, my account got deactivated since I found out later that you must be 18 to have an account. I thought only my account was deactivated, not the booking. Upon arrival at the Airbnb hosted by someone named Max, we were told the booking was canceled, and we had to pay again through Airbnb and would get a refund for the first payment. Unable to afford the additional £[redacted]+, we declined and didn't stay. Can you please provide information on how we can get a refund? Thank you.

I am facing a very serious issue with the guests in my rental. They violated the house rules by hosting events, bringing unverified guests, and using drugs on my property. Despite contacting multiple case managers, my concerns remain unresolved. They attempted to relocate the guests but failed to address my safety, breach of lease terms, guests overstaying, trespassing, and drug use on departure. The house was left in a bad state. I have struggled to reach anyone about my safety worries, often getting disconnected when on hold. Some representatives have been impolite, even acknowledging my neglect. After asking for a supervisor, I was promised a callback, which hasn't happened in two days.

I made a reservation for my son and daughter-in-law as a special treat after they suffered a miscarriage. Unfortunately, upon surprising them, Daisy was overwhelmed and unable to go out due to her emotional state. The host was understanding of our situation, and I am now seeking a refund of £48.50 charged to my PayPal account. I have already received a refund for the £7 cleaning fee. Once Daisy feels better, I plan to rebook a nice evening for them. I genuinely ask for compassion in this difficult time. I am willing to provide proof of Daisy's hospital visit at Addenbrookes if necessary. Thank you for considering our circumstances. Best regards, Jane (PayPal: [redacted])

My name is Daisey Albino, and my Airbnb account was deactivated because I'm 17 years old. However, I'll be turning eighteen tomorrow, June 14th, and I'm looking for a place for me and five friends to celebrate my birthday, graduation, and farewells before we head off to college. I found a host willing to accommodate us and we agreed on house rules. When I tried to book, I realized my account was locked. I understand the policies and notifications about reactivating after turning 18 are fair. It's just that my celebration is time-sensitive, so I'm kindly requesting a small exception to access my account, finalize the rental, share the address with my friends and the adults in my life.

Hello, my name is Daisey A. I recently tried to access my Airbnb account to book a space for a celebration with some friends, only to discover it had been deactivated due to my age of 17. I will be turning eighteen tomorrow. The celebration is meant to mark my birthday, graduation, and a farewell gathering as my friends and I part ways for college. I had already communicated with a host who agreed to host our event and we established the ground rules. However, upon attempting to secure the booking, I was unable to access my account. While I understand rules must be followed, this situation is time-sensitive, and I kindly request an exception to re-enable my account so I can finalize the reservation and share details with my friends and the adults involved. Thank you for your understanding.

I am currently abroad and experiencing internet connectivity issues. I have received a booking request for my property, but unfortunately, the request has expired, and I am unable to accept it as the dates are blocked out. Despite efforts from both the guest, Nadene, and myself, we cannot make any changes or send a special offer. This situation is quite frustrating. Could you assist in finalizing the booking or opening up those dates? Nadene has provided her card details for the stay at York House in Melbourne, Australia, from August 9th to 11th. Thank you for your help.

I made a long-term booking for an apartment until mid-August, but upon arrival, I found several issues with the property. The check-in process was delayed as the host's brother was asleep in the apartment, highlighting cleanliness concerns. I discovered random objects left around, spiders in the unit, and a poorly set up wifi router causing disruptions to my work trip in Yangon. The amenities listed, such as full pool access, free shuttle service, and a fully equipped kitchen, did not align with what was provided. The kitchen lacked basic utensils, making it challenging to cook. I have been trying to address these problems with the host to no avail. I am requesting assistance in canceling the reservation and receiving a refund, as the apartment's condition does not meet the expected standards despite the high cost. Thank you.