AirBnB Customer Service Issues

I recently booked a room for my son and daughter-in-law who were going through a tough time after a miscarriage. When I informed the host, Daisy, about the booking, she became too emotional to leave the house. I reached out to the host, who was supportive but indicated that only Air bnb could provide a refund. Despite receiving the cleaning fee back, I am disappointed with the lack of compassion shown in these heartbreaking circumstances. I had high hopes after hearing good reviews from my daughter, but now I regret trying your service. It's unfortunate to say that I will not recommend using Air bnb to others. I have proof of Daisy's hospital visit during this difficult time, and I expected a more humane response from your company.

Hello, I'm writing to request a cancellation for a guest booking. Unfortunately, due to a family emergency involving our 3-year-old nephew who was diagnosed with cancer and needs treatment in Philadelphia, we are unable to accommodate the guest as planned. We have already informed the guest of the situation, and they have been understanding and found alternative accommodations. We are concerned about our hosting status and hope to find a solution that allows for this cancellation without negatively impacting our reputation as hosts. We value our superhost status and are committed to providing excellent service. Our property address is [redacted] South Mole Street, Philadelphia, PA [redacted], and the listing may be under Ryan Callahan at [redacted] We appreciate any assistance in this matter.

Hello, My name is Adi. My boyfriend, Yuri, and I made a reservation on your website using the mobile app. Initially, the app displayed that the order was not completed due to technical problems. Despite trying multiple times within a few minutes, the reservations eventually went through. We attempted to cancel, but did not receive any response. After reviewing our email, we discovered that all orders had been processed. We now find ourselves facing a $[redacted] charge for each cancellation. We are seeking your assistance as we are confused about the process, especially since the initial order did not go through. Your help would be greatly appreciated to avoid these extra charges for attempting to use your service. Thank you, Adi

Hello, I am reaching out regarding an email I previously sent. Our attempt to book a room in Zurich for the 23rd-25th of June encountered issues. The payment was processed using my MasterCard ending in [redacted] under the name Adi Eisbruch. We tried booking at Swiss Star Brewery - Brauerstrasse 26, and Swiss Star Westend - Weststrasse [redacted] (this order appears twice). Additionally, we booked Zurich 3, a lovely room hosted by Bruno. We have canceled the reservation with Bruno for $18, but our other cancellations are pending without confirmation. The app does not reflect how many rooms are reserved. I am concerned about incurring additional charges due to technical glitches. As a first-time user, I am disappointed by these problems and do not wish to face further financial repercussions. I kindly ask for your assistance in resolving this matter promptly. Thank you, Adi Eisbruch

My family and I are interested in renting "Modern Condo overlooking the Stand #[redacted]-Condominiums for Rent in Oceanside, CA." We often work with the same design studio (Tracy Lynn Studio) that was involved in this rental property, both for our home in PA and other rental properties in CA, building a relationship with them over 10 years. Our current predicament involves our small Yorkie. Unfortunately, our usual dog sitter in PA had a health emergency and won't be available during our planned rental dates from July 14-27. We are willing to pay an extra fee to have our dog stay with us in the condo, understanding that pets are not typically allowed on the property. We always treat our temporary homes with respect and can offer references if needed. Our dog has stayed in high-end hotels and condos in the past without any issues.

Dear Airbnb team, I am reaching out as my account has been compromised recently, and I have already spoken to your customer service representatives multiple times by phone in the last few days. I've noticed that the refunded amount has been lower due to unfavorable exchange rates, resulting in a loss of around [redacted] Euros. I have attached evidence of the transactions showing the discrepancies and kindly request a reimbursement for the shortfall. Additionally, since my account is still inaccessible and I cannot remove my card details, I am concerned about the security of my information and the possibility of further unauthorized access. I'm currently based in Iraq, so canceling my card would leave me without financial resources. The lack of a reference number for my case complicates the communication with your support team, making it repetitive each time I get in touch. I sincerely hope for a prompt resolution today to avoid daily follow-ups. I have always been a satisfied user of Airbnb and wish to maintain my trust in your platform. Looking forward to your prompt assistance. Best regards, Kati

I reserved a place at [redacted] India Street #[redacted] in San Diego, CA [redacted] with David a month and a half ago using reservation code: HMAAXYK5YM. Unfortunately, David informed me of a cancellation last Saturday, creating a last-minute struggle to find alternate accommodations for my group, resulting in an additional cost of $[redacted].00. When I reached out to David for a possible solution due to the short notice, he mentioned that Airbnb was supposed to have canceled the booking last month as the building is undergoing construction and their unit is not available. This situation has caused unexpected financial strain on everyone attending the group trip. I have reached out to Airbnb hoping they may consider offering credit towards the extra expense we incurred. Thank you, Amanda.

I've been trying to list my properties for rent, but the phone number provided is not working. Despite my efforts to provide detailed descriptions and photos, the listings are not active. I need more visibility to ensure bookings, especially on weekdays. If this doesn't improve, I may have to explore other options like seeking guests independently or giving up altogether. I have four listings with great earning potential and amenities like hot tubs, outdoor fires, and woodland access. It’s crucial to address this issue promptly so we can both benefit financially. Please reach out to assist with this matter.

Last night, as I was trying to book a room in Irvine, California from July 2nd to July 7th, [redacted], my connection was lost. I had already provided my personal details and credit card information, but I didn't receive a reservation confirmation or payment receipt. I noticed that AIRBNB charged my Visa card from Bank of America $[redacted].99 for the booking with the code HMAE2EMPKA, which is pending. I need assistance to confirm if the reservation was successful and to reach out to the host. If there's no availability, I would like to be refunded so I can make a new reservation soon. My trip is approaching, and I need accommodation. Thank you for your assistance! - C. Gogatz

I made a booking for Seagrass Cottage in Angola, New York from 5th July to 11th July [redacted]. The booking was made using my email, [redacted] Due to personal circumstances, I'm unable to access my Airbnb account to pay the balance or cancel the booking for my wife and son to rebook. The owners are aware of the situation, but without account access, I cannot proceed. The email linked to the account is no longer active, so password resets won't work. I need help with resolving this issue before their trip on 30th June. Thank you for any assistance with this matter.

Good afternoon. I was informed by Airbnb that the deadline to make the payment for a trip my group and I booked was June 20th. We opted to cancel just recently, yet Airbnb still charged the second payment on June 19th, a day earlier than stated. Now, they are stating I must wait 15 business days for the refund, which is not feasible for me. I require the refund by tomorrow for an upcoming trip; the funds should not have been deducted prematurely. According to the cancellation policy, we should receive a 50 percent refund from the initial $[redacted] payment, totaling around $[redacted], in addition to a return of the $[redacted] they withdrew before June 20th. I am reaching out before the deadline of June 20th to ensure my request for a refund is noted.

On Airbnb, I'm using an account registered to [redacted] Currently in Japan, I noticed that one of the accommodations I need to cancel is linked to an alternative account originally registered with my work email [redacted], later changed to [redacted] Unfortunately, I can't access the account due to auto-login and issues with my Facebook account associated with it. Despite changing my Airbnb password, I can't login without access to Facebook, and Facebook's identity approval process is not working. I'm unable to cancel the booking as the host won't do it to avoid penalties. I need assistance to either transfer the booking to my main account [redacted] or cancel it without penalties. I've tried to resolve the Facebook login issue but haven't been successful.

I made a reservation on or around May 19, [redacted], for a private place to stay in Hoorn, Holland, from June 19 to July 1, [redacted]. The owner, Piet Goedhart, at Bertus Aasfjeshof [redacted], Hoorn, Noord Holland [redacted] VS, Netherlands, advertised a private room with a private bathroom, kitchen, and all facilities with independent access. Unfortunately, upon arrival, I found none of this to be true. When I arrived at the agreed time, the owner was not present, and there was no key available. I had to wait for him for 2 hours. The place did not have an independent entrance, the bathroom was not private, and all facilities had to be shared with him in a small space that had a strong smell of tobacco and alcohol. The owner appeared to be an alcohol and tobacco user. Feeling unsafe, I promptly found another place to stay and left within 2 hours of my arrival. I am seeking a full refund and request that this location not be advertised due to the misleading and unsafe circumstances. The owner's unhealthy habits and living conditions are not suitable for guests.

My friend Lucy Boyd had previously reserved an Airbnb called "Superb Views Over Queenstown" hosted by John. The initial payment was processed using my credit card under the name Kumi S Ho, which is now blocked due to losing my wallet. Despite not receiving a notification for the final payment deadline, this morning the reservation was cancelled. Thankfully, after speaking with a helpful lady on the phone, we received a refund for the initial payment. We have successfully made the full payment for the Airbnb reservation using a different card. However, the issue lies in the refund going back to the blocked credit card, likely resulting in a bounce-back to the Airbnb account. We kindly request that the refund be directed to the new credit card we used for the payment. Your assistance with this matter would be greatly appreciated.

I made a reservation this morning at 9 am for a future date. By 11 am, I tried to cancel it when I found out a family member was visiting that weekend. The host informed me they can't process cancellations as they don't receive the payment until closer to the stay. I believe I should be able to cancel without a fee since it's within 24 hours of booking, similar to airline policies. I would appreciate any assistance with this matter.

I have noticed multiple messages regarding the refund for my booking, which the owner agreed to refund due to inconveniences. However, it seems that although your system sent the money, nothing has reached my bank account yet. If necessary, feel free to use another card for the refund. It has been over 15 days, and the £30 refund is still pending. Please address this matter promptly as waiting this long for a refund is unacceptable. David H. Original Message: From: response <[redacted]> To: David H. <[redacted]> Sent: Sun, Jun 16, [redacted] 12:47 pm Subject: Airbnb: Re: Airbnb: Airbnb Customer Service REFUND Airbnb Customer Experience Update by: Birahim Mbow, Jun 16, 04:47 PDT: Hello, I see that the refund was processed by the system. If you do not receive it within 15 working days, please notify us, and we will find a solution accordingly. Best regards, Birahim www.airbnb.com/help Update by: Amin H, Jun 4, 17:53 PDT: Hello, David: The £30 refund was already processed to your MASTERCARD •••• [redacted]. The bank may take 5 to 15 working days. If not received after 10 days, please check with your bank and inform us. Thank you, and have a safe trip. Best Regards, Amin

Dear community members, I'm currently in France as a traveler from New Zealand staying with multiple hosts through Airbnb. Unfortunately, the phone numbers listed on my account for verification are no longer in use due to cost-saving measures. I have a new English United Global Sim mobile number in Europe, which I would like to update on my Airbnb account. Today, I encountered an issue with the two-step verification process that is preventing me from accessing crucial information on the platform. This includes host contact details, booking receipts, and addresses for future stays. If not resolved promptly, this could impact my travel arrangements and potentially lead to deposit losses. I urgently need to update my phone number on the account to regain access to vital Airbnb information. My current active mobile number in Europe is +44 [redacted]. Any assistance in resolving this matter swiftly would be greatly appreciated as it is essential for my travel plans. Warm regards, Ken Adams (Kenneth)

Hello, I'm reaching out about our vacation rental property at [redacted] Wilsey Lane, Lillian, AL, hosted by Jeff and Kevin, zip code [redacted]. We are extremely dissatisfied with the rental due to several issues: 1. The lawn is uncut and very tall. 2. There are flying bugs, likely due to the uncut grass, making it impossible to be outside. 3. There have been brown recluse spiders found inside the house, resulting in the need to kill several of them - photos were taken. 4. The blinds for the double sliding door urgently need repair, as they allow anyone to see inside the home. 5. The carpets are dirty, and the bedding and furniture are very worn. There is a serious bug problem causing irritation to my whole family. We have tried to contact the hosts multiple times without success. We are requesting a refund promptly. Photos are available for reference.

I am a host feeling uneasy about a recent booking request for this weekend. The guest's questions and my intuition have raised concerns. He asked if he had to meet me and if the location was private, which made me uncomfortable. I advised him not to book if he had doubts. Waking up today, I realized I am not comfortable hosting him due to the lack of reviews, uncertainty about him meeting me, and a negative feeling. I hope to cancel this reservation without being penalized. Also, I worry that declining based on intuition and his race (even though I have hosted many African American guests) might be perceived as racist. As a long-time host facing this situation for the first time, I seek guidance. Thank you, Kate.

I made a reservation for a property on June 19 but received an email saying it was cancelled due to lack of availability at the "resort." The host had reassured me it was a new property with no prior cancellations. When I reached out to the resort, they claimed there was plenty of availability. I am concerned about the conflicting information, especially after providing payment and personal details. Despite being promised a refund, my bank has not received any funds. I am worried about my safety after sharing my driver's license, as the host is not responding to my inquiries. Any clarification on this situation would be greatly appreciated.