AirBnB Customer Service Issues

Archive 2

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #2. It includes a selection of 20 issue(s) reported March 10, 2016 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I've set up a new listing with all the necessary details, but when I try to publish it, I'm prompted with a message: "Security Check Required To ensure your security, we need additional verification for your account. Please reach out to us to complete your space listing. Contact [redacted]" I've reached out to the provided email address twice with no resolution. Can anyone assist me with this?
Reported by GetHuman-elsabrec on jeudi 10 mars 2016 04:16
To whom it may concern, I would like to inform you that due to recent events, I have been advised not to travel outside of London for safety reasons. Consequently, I regret to cancel my Airbnb reservation in Paris which was scheduled for March -. I have already reached out to my host, Sally, who advised me to contact Airbnb directly to proceed with the cancellation. The Airbnb booking was for a place on rue des Jeuneurs in Paris. I hope you can assist me with this cancellation under these unforeseen circumstances. Best regards,
Reported by GetHuman-jgabay on mardi 22 mars 2016 14:26
We operated an Airbnb property in Ghent, Belgium, known as Nans' House, located at number [redacted], from January to February. Previously, the venue was managed by Mrs. Christi Van Ommen from [redacted]. The current legal owner is demanding a significant sum of money and demanding our immediate departure from the premises. Could you please provide documentation proving that this property was registered as an Airbnb venue from [redacted]? Thank you, James & Nan Turcksin Begijnhofdries, Ghent, Belgium Email: [redacted]
Reported by GetHuman-jturcks on jeudi 24 mars 2016 11:19
My reservation number is YPPSPK. The host initially quoted me $[redacted] for the accommodation in New Zealand dollars (NZ$). However, after booking, I was charged $[redacted] per night, as it turns out the rate was in US dollars (US$). Despite the email confirmation showing the advertised rate of NZ$[redacted]/night, I was still charged the higher amount. I immediately tried to cancel the reservation upon realizing the discrepancy. I am reaching out to have this matter resolved before any charges are finalized on my credit card. Thank you, Jo.
Reported by GetHuman-desmondu on mardi 29 mars 2016 02:16
Hello there! Five days before my arrival, the host informed me that I needed to be moved to a different apartment due to the current guest extending their stay. They sent me modifications to the booking, but I am not satisfied with the new option provided. I discovered another apartment from the same host and would prefer to switch to this one, however, I have not received any response from the host despite reaching out. With only one day remaining until my arrival in NYC, I am feeling quite anxious and let down.
Reported by GetHuman-dmikulen on jeudi 7 avril 2016 20:11
I booked a cabin in Big Bear, CA from 6/6 to 6/13 but had to reschedule due to a function. The owner agreed to change my dates to 6/13 to 6/21 via AirB&B, but I had issues on the app. Following the owner's advice, I canceled, and they rebooked me for the new dates. However, the reservation did not reflect on AirB&B, and I was only refunded partially. The owner mentioned that AirB&B confirmed a full refund. I believe this is a misunderstanding due to the change in reservation dates, and I am trying to get back the remaining $98. I have reached out to AirB&B via email but have not heard back yet. Any advice on how to proceed would be appreciated.
Reported by GetHuman-gloriasl on dimanche 10 avril 2016 16:25
I used a British visa/debit card to secure my Airbnb booking but want to switch the payment method to a Canadian Visa card. I attempted to add the Canadian card while making the booking, but was unsuccessful despite multiple tries. I had to proceed with the British card to avoid losing the booking. After finalizing the request, I managed to enter the Canadian card details on a different page. Can I modify the reservation to pay with my Canadian card now, and if possible, how can I go about making this change?
Reported by GetHuman8591 on mercredi 27 avril 2016 11:03
I booked a stay at The Beach House Trust in Cannon Beach, Oregon for $[redacted] for 3 days starting on May 4th. They charged my account and confirmed the booking. When I reached out with a question, they said I wasn't on their calendar. The host later cancelled my booking. The house is still listed on several websites. Now they're trying to make me rent it for an extra $[redacted]. I'd appreciate any assistance with this situation.
Reported by GetHuman-teresamb on jeudi 19 mai 2016 15:02
I have three rooms available to rent out. A client mentioned I should not list them as an entire home since I also reside in the house. Can I list multiple rooms under a single room category? Do I need to create distinct listings for each room? What happens if a group of 4 or 5 guests want to stay? Would they need to make 2 or 3 separate bookings with individual fees to accommodate everyone in my home?
Reported by GetHuman-terje_he on jeudi 26 mai 2016 11:49
I recently received a text from someone interested in renting my place for the month of July. After replying, I received an error message stating my number was associated with too many accounts. I only have one account, which has now disappeared online. I am unable to find my guest house listing, calendar, or any information. I'm concerned about losing this rental opportunity for July. Any assistance would be greatly appreciated.
Reported by GetHuman-suepolla on samedi 28 mai 2016 03:40
Hello, my name is Stratos. I have recently listed two of my apartments on Airbnb but encountered an issue with the address input. The apartments are located between Moudania and Potidea in Chalkidiki, Macedonia, Greece, on the national road. When I pinpoint the location on the map, the program generates a false address. How can I address this problem? Thank you.
Reported by GetHuman-strkamar on mardi 31 mai 2016 21:15
When setting up our account this week, we accidentally ended up with two accounts. One was linked to our correct email, while the other had an incorrect one. We managed to make three reservations, but a new guest request was declined due to a temporary suspension while security looked into the creation of the duplicate accounts. After contacting Airbnb, we deleted the extra account as advised. However, we were informed that it might take a few weeks before we can start booking guests again. We're eager to not miss out on the chance to secure bookings during this busy season. Any assistance in speeding up this process would be greatly appreciated. Regards, C.
Reported by GetHuman-clahage on vendredi 10 juin 2016 19:04
Hello, our host pre-approved our trip, but I didn't realize it expires in 24 hours. After pre-approval, she tried to send me her direct contact information, but it's blocked due to your policy. We attempted to rebook yesterday morning and I messaged her. I believe our host may think the booking is complete and is not checking messages. I would appreciate any assistance you can provide in resolving this matter. Thank you.
Reported by GetHuman12609 on mercredi 22 juin 2016 16:10
While staying at an Airbnb in Whistler, I unfortunately experienced sexual harassment from another guest named Ahmad. The issue arose because the host, Danielle, did not notify me of another guest's presence. This lack of transparency made me unaware of the shared accommodation setup, as it was not mentioned in Danielle's profile or reviews. Ahmad's inappropriate behavior in the kitchen caught me off guard, making me feel fearful and uncomfortable. After the distressing encounter, I informed Danielle about the incident and urged her to report it to Airbnb for appropriate action.
Reported by GetHuman-daisyjki on samedi 4 février 2017 23:18
Subject: Urgent Issue with Airbnb Payment - Need Immediate Assistance Hello Kevin, I am reaching out regarding an urgent matter that requires a quick resolution. It might be more efficient to discuss this over the phone rather than via email. You can reach me at +[redacted]53. The issue at hand does not pertain to damages but rather a misunderstanding regarding rent payments with my landlord, Benjamin. Our agreement involved a reduction in rent that my landlord would cover personally, not Airbnb. I have provided a screenshot of my current payment details for your reference. In March, I made a payment of [redacted].59 following a 10% reduction that we had agreed upon. Although this payment was correctly sent to my landlord, Airbnb mistakenly identified a shortfall of £[redacted].21, the original amount minus the 10% discount. Consequently, Airbnb debited this incorrect amount from my account on 23rd April. However, the correct reduced payment was made on 16th March. Additionally, I made another reduced payment of [redacted].50 in April, which was also successfully received by my landlord. I kindly request the immediate refund of £[redacted].21 back into my account as this error has caused financial difficulties. Please reach out to Benjamin to verify the payment arrangement we had. Your prompt attention to this matter is greatly appreciated, as it is causing me daily overdraft fees from Santander. I look forward to a swift resolution. Best regards, Liza
Reported by GetHuman651189 on mercredi 2 mai 2018 22:18
I made a booking for Wayside Cottage from July 26th-29th, [redacted] on March 30th, [redacted]. Unfortunately, on Friday, May 4th, I mistakenly canceled the reservation instead of canceling a different booking for another holiday. Once I realized the error, I rebooked Wayside Cottage for the same dates, resulting in being charged twice for service fees. When I rebooked, I wanted to inquire about the service fee before payment, but it was instantly charged to my card before I could inquire. I prefer a refund for the extra service charge of £41.52 that I paid due to the double booking.
Reported by GetHuman-juliehee on mardi 8 mai 2018 17:41
Hello, I attempted to reach out to Airbnb from the UK. Upon logging into my account, I requested a call back as the only means to speak with a representative. After waiting a few minutes, I connected with a customer service agent. Unfortunately, my experience turned out to be quite disappointing. I was shocked by the lack of knowledge and professionalism displayed by the customer advisor. It was evident that she struggled to communicate effectively and seemed confused throughout our conversation. Surprisingly, she was unfamiliar with PayPal as a payment method for Airbnb transactions. Despite my attempts to clarify the issue with my PayPal payment, she remained bewildered. I expressed my frustration and requested to speak with another representative, but she continued to provide unclear responses. This experience has left me considering closing my Airbnb account, as I am concerned about the level of service provided, especially while traveling to a previously booked destination. My safety and overall travel experience are paramount, and I expect better assistance in the future.
Reported by GetHuman-gabi_iup on jeudi 10 mai 2018 15:03
I want to share my disappointing experience with an Airbnb apartment I booked. The place was dirty with stains, filth, and hair on towels and linens. The toilet seat also had hair and something black in it, and the shower wasn't clean. The host and co-host were unhelpful, with the co-host sending a non-English speaking cleaning lady for check-in and being unresponsive to our complaints about the cleanliness. Despite offering to wash the linens, we decided to leave the apartment within 12 hours as we couldn't wait for a resolution while missing out on needed rest. We are requesting a 50% refund as we couldn't use the apartment at all. We have evidence of the issues encountered and are both experienced Airbnb hosts ourselves. We are seeking guidance on how to proceed and if a refund is possible. Thank you for your help.
Reported by GetHuman-leonela on lundi 14 mai 2018 08:04
I encountered an issue while trying to make a reservation on Airbnb. Although €[redacted].66 was deducted from my bank account, I did not receive any confirmation of the reservation. After two days of no progress, I struggled to find a way to contact Airbnb's customer service and resorted to calling them. Despite resolving the problem, the call resulted in a €31.70 charge due to the international call. I acknowledge my decision to make the call, but considering the lack of contact options, I believe some compensation for the costs incurred would be fair. I am prepared to provide evidence of the expenses and details of my case upon Airbnb's request. Looking forward to a prompt response. Best regards, Ludo N. The Netherlands
Reported by GetHuman-ludonold on mercredi 23 mai 2018 09:16
I'm concerned about a negative review unfairly impacting my Airbnb profile as I plan to launch a new experience. The review contains false claims about my property, including cleanliness and odors, which is affecting my credibility. I provided excellent service to this guest, who seems to have resorted to dishonesty after realizing they would not receive a positive review. It is essential to have this misleading review either removed or at least not prominently displayed. I truly value my property and the effort I put into hosting, and it is unfair for such inaccurate feedback to tarnish my reputation. I hope Airbnb can help address this matter promptly for the integrity of my profile and to proceed with my new venture.
Reported by GetHuman718039 on vendredi 25 mai 2018 16:23

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