AirBnB Customer Service Issues

Hello, I made a reservation in Canada with booking reference HMANXDNXZ9. After paying for it, the owner requested an additional 20% payment. When we refused, the owner canceled our reservation. I find myself in a challenging situation with the funds frozen on my credit card for 7 to 10 days until I receive a refund. This blocks my credit for making another reservation. I believe this behavior is unethical, and I think the owner should be banned by Airbnb.

I have reached out to AirBNB multiple times about my listings, but I have not received a response. I am concerned about my two listings in Bremen, Germany - 2 Pianos and Music Studio, both connected to my [redacted] email address. I want to make sure that only a maximum of 2 guests book each listing, not larger groups that have caused issues in the past. The first booking, HMAMPHB8Q4, is for 3 guests, which includes 2 adults and a 12-year-old. They are staying for 2 nights and paying €37.03. I also had to cancel a booking for 4 people staying for 4 nights, totaling €92.86. I need clarity regarding these bookings as they are for a Bed and Breakfast service. Thank you.

I received two PIN code messages this morning. The message states, "Airbnb PIN. Never share your code with anyone--Airbnb employees will never ask for it. Your code is ****." I did not attempt to use the service, so someone else was trying to log in. I've tried to change my password after receiving the messages, but the service doesn't recognize my phone and asks for a PIN. Due to multiple login attempts, I am now unable to access my account. Can you assist me in updating my password?

I made a pre-approved booking around 10:00 BST on the 15th for a guest named Hannah. We negotiated a lower price through messages today, agreeing on terms but she was unable to modify the booking. Despite my attempts to accommodate her, the booking remained unchanged. Consequently, I informed Hannah not to worry as she was reserved, and we could revisit the issue after the 24-hour period. However, I unexpectedly received another booking request from Laurence. Hannah still cannot view the reduced prices we settled on. I am committed to honoring our agreement and prefer not to accept Laurence's booking, as he would be staying significantly fewer days at a discounted rate. It seems he managed to book despite the dates being intended to be unavailable. I seek assistance in this matter urgently as Hannah is facing housing insecurity. Our arrangement was for £23 per night for 12 nights after a 13% discount, excluding a cleaning fee but inclusive of the Airbnb service fee.

My girlfriend booked an Airbnb in Chicago on July 31. It seems there was a refund followed by an additional charge, resulting in the cancellation of our apartment. Upon contacting the homeowner, they have confirmed that they did not cancel the booking. I kindly request that you investigate and resolve this issue promptly. We may choose to take our business elsewhere if this matter is not sorted out. I am seeking a refund of $[redacted] and $[redacted] for the charges. I have utilized your services in the past and enjoyed my stays, but I am now feeling frustrated. Please get in touch with me at your earliest convenience to address this matter before it escalates further. Thank you.

I have a reservation booked for an Airbnb trip from August 2nd to August 5th with confirmation number HMAHMQPTQN. Originally, there were 10 of us going, but my girlfriend and I won't be able to attend due to unexpected family circumstances. As a result, there will now be 8 people. I made the reservation under my name, but I would like to transfer it to my friend Gabriel Brouse, who is listed as attending in the guest details. The host is open to this change, and I have his consent to use his Airbnb account name, Gabe Brouse, for the reservation. I reached out to the host, who suggested contacting support for assistance with this situation. Thank you for your help!

I have a mold allergy and I am concerned about potential health issues if I remain at this Airbnb. The mold on the ceiling, along with the leaking AC unit affecting my sleeping area at an odd temperature of 24C, is worrying. The sleeping arrangement provided is not a bed but just a blanket on the floor, creating discomfort for my back problems. Additionally, finding someone else's shoes in the closet raises cleanliness doubts. I am interested in seeking a refund to secure alternative accommodations due to these conditions. Furthermore, the presence of bugs in the room, despite closed windows, resulted in a difficult night stay. Although I intend to complete the paid stay duration, I am looking to arrange new lodging thereafter. Thank you.

Hello, I recently created a listing on Airbnb for a flat. Despite selecting 1 daily price with no discounts or instant booking, the system applied a 20% discount on the rental price when a guest, Amanda Cutting, booked the property for £[redacted] less than agreed. I have reached out to Amanda to adjust the booking to match our original agreement, but I am concerned she may want to cancel it. I am Claire Milne from Edinburgh. The rental start date is July 26th.

I recently made a reservation for a bed and breakfast in Southport, NC via Airbnb for the first time. Unfortunately, my experience was disappointing. While the couple who hosted us were kind and helped with an issue, the place should not be advertised as a bed and breakfast. The room had a Keurig coffee maker, store-bought muffins, and fruit for our 4-night stay (we left a day early). We had to eat breakfast elsewhere as there was very little provided. The rooms were in the basement with a concrete floor and scatter rugs. Despite the lovely hosts, Airbnb failed to accurately describe the accommodations at this property. -Rose H.

I am Elizabeth C., currently staying at an Airbnb rental in Antibes, France. Unfortunately, our accommodation was robbed while we were sleeping. Our hosts Thomas and Priscilla are aware of the situation. We lost our wallets, including money, cards, and personal information, a suitcase with over $[redacted] worth of jewelry, my iPhone, and my daughter's passport. We are unsure of the full extent of items stolen. We are unable to access our Airbnb accounts as my password is on my stolen phone and the verification text cannot be received. My daughter has also had issues receiving the verification code. Please help us address this situation. You can contact my daughter via email at [redacted] for further communication since I am unable to reset my password without access to my stolen phone. Thank you.

My account was banned four years ago after I complained to Airbnb management about the rental unit I booked. It was advertised as an entire unit, but I discovered upon check-in that it had a shared bathroom with the owner. I unintentionally breached guidelines by mentioning specific details on Twitter out of frustration. Despite this, my history on Airbnb for the past 3-5 years has been issue-free. I believe an entire home rental should mean complete privacy, and I hope my ban can be reconsidered after this time. I acknowledge my mistake but feel it's unjust to bear all the responsibility, especially given my track record as a reliable tenant with positive reviews. I kindly request Airbnb to lift the ban and grant me a second chance. Thank you for your attention.

Hello, I'm new to using Airbnb. I had to wait to book in Barcelona due to a family illness, but thankfully we can still travel. On Thursday morning, I spoke with the owner, Vae, to hold the place from 7/20 to 7/30, and it seems he has done so. I tried reaching Airbnb customer service before leaving last night but was unsuccessful. I need to confirm our reservation, which is supposed to start soon, and make the payment. Our son is already in Barcelona, and our flight lands in 2 hours. Thank you! - RK, [redacted], Mobile [redacted].

I own a tranquil accommodation in a natural setting. Despite clearly outlining my house rules of no parties, alcohol, or noise after 10:00 pm, I faced a challenging situation when my guests, six individuals - 3 young men and 3 young women - returned at 4:00 am, creating a disturbance with loud talking and laughter. Feeling uncomfortable due to their repeated disrespect, I made the difficult decision to ask them to leave the next morning for violating our rules. Although they were scheduled for breakfast, I no longer wished for them to stay. I enforced my rules for the well-being of my peaceful home.

Hello, Airbnb CEO, I am Ferdinand B. Oligo. I am reaching out to discuss my recent experience with Airbnb's customer service and a refund matter. On June 20, I made a reservation for a week, costing $[redacted].51 HKD. Unfortunately, I encountered an issue with the room key that was promptly addressed with a reimbursement of $[redacted] HKD for lunch. However, I have yet to receive a refund for this amount. Later that same day, I was unexpectedly asked to vacate the room with no valid explanation. Despite several inquiries, I was not provided with a reason. The person I spoke to assured me a refund for both the initial reservation and the lunch expenses. I only received a refund for the lunch, not the reservation cost. Despite numerous calls and emails, I have not received clarification or the outstanding refund of $[redacted].51 HKD. I spoke to a manager named Crystal on July 3, who abruptly ended the call, claiming the refund was already processed and would appear in my account by July 19. To date, I have not received the promised refund. Today, I received an email stating I would only be refunded $[redacted].49 HKD, far less than expected. It has been a frustrating experience trying to resolve this issue. I seek your assistance in addressing this matter promptly. Thank you for your attention to this situation.

I need assistance. My advertisement went live this morning at 08:19 Greek time, and unfortunately, the availability calendar I thought I imported from TripAdvisor did not work. I received three bookings which I cannot accept as my calendar is not updated. I found the calendar but need guidance on adjusting it to reflect the correct availability. I've apologized to the confirmed bookings and declined two more. I urgently need to update my calendar before more bookings come in. Please contact me at pauline@[redacted]. I tried calling the support numbers but believe they are not based in Europe. I am worried about letting these guests down. The villa listed in Zakynthos, Greece is called Pelagos. I appreciate any help you can provide.

I had inquired about booking a flat for my son's trip to London. After explaining that my son has autism and asking about transportation, the host responded that the flat was unsuitable for him due to his condition and the area's transportation. When I asked if autism was the reason for the refusal, the host didn't reply. Subsequently, Airbnb informed me that the host couldn't accommodate my stay. It seems the host was willing to accept the booking until they learned about my son's disability. I'm concerned about this apparent discrimination and wonder how Airbnb can allow it to happen.

We booked our stay at Sundial Resort through AirB&B for $[redacted].31 per night. However, Sundial Resort billed us separately at $[redacted].00 per night. When we reached out to inquire, they explained that it was their standard rate and they had not yet been paid by AirB&B. My concern is that AirB&B is charging us $[redacted].31 per night but only reimbursing Sundial Resort $[redacted].00 per night, creating a difference of $[redacted].24 for the 4 nights we booked. I understand the additional fees such as cleaning fees, occupancy taxes, and service fees. Nonetheless, I believe the $[redacted].24 difference should be refunded to my credit card.

Hello, my name is Derrick. We are currently staying at a place, and we informed them in advance that we would not be staying the last night due to my desire to visit my dad in St. Pete. I have messages proving this, and according to the cancellation policy, we should receive a refund if we choose not to stay for any nights. However, the staff refused to give us a refund, so we were obligated to stay. Additionally, their rules did not mention any charges for airport pick-up until yesterday, even though they offered to pick us up. I am requesting a refund, please.

I tried booking a place for July 25-29. However, I encountered an issue after submitting the required photo ID, halting the process. When I attempted to restart, the system indicated it was not available. The host mentioned it should be open but there seems to be a glitch preventing pre-approval. To communicate with the host, I had to use fake dates. I would appreciate assistance in booking the place for the correct dates. Please resolve the glitch or provide instructions via email at <[redacted]>. Thank you.

As a new host, I am facing a significant issue after recently listing my holiday villa in Greece on Airbnb. Despite launching just the day before yesterday, the availability calendar has not been transferred by Tripadvisor, leaving me unable to inform potential guests of my actual availability. Upon going live, I received inquiries and made bookings for dates that were not truly open. I have since rectified, modified, or canceled these bookings. However, I fear being penalized or restricted by Airbnb for future interactions due to this technical error. I kindly request your assistance in resolving this matter to ensure a successful partnership with Airbnb. I am optimistic that once this initial hiccup is resolved, our cooperation will be advantageous for both parties. Best regards, Pauline D.