AirBnB Customer Service Issues

I stayed at an Airbnb on August 6th for my 20th birthday. Originally, my mom was supposed to stay with me, but last minute my boyfriend, best friend, and her boyfriend joined. The host, Michelle, saw this change when we met at the apartment, with no objections expressed. During the stay, we barely used the apartment, just for drinks, changing, and sleeping after going out for cocktails and food. Michelle accused us of £[redacted].00 damage due to marks on the bedroom floor, claiming it was from electrical items - which weren't even used as we only slept there. She was rude, causing stress and upset, being accusatory despite none of us having straighteners. I asked for photo evidence for review due to my job involving claims and fraud. Feeling victimized, I lack immediate funds to cover the claimed damage. Contact me via my email for resolution. -Francesca

Dear all, I wanted to share my recent experience with the apartment I booked for a 14-night stay costing £[redacted]. Unfortunately, upon arrival, we encountered several issues that have left us quite dissatisfied. The problems include the apartment not being ready, a different unit than the one booked, and various cleanliness concerns such as stained furniture and dirty bathroom mats. We have reached out to the doorman and the host, but we are yet to receive a satisfying response. Given the state of the accommodation, especially traveling with children, we are seeking a refund to secure alternate lodging. Any assistance on how to proceed would be greatly appreciated. I am happy to provide photos if necessary. Thanks, M. Mercer

I am trying to book a stay at Marine View in Barton on Sea, Hampshire, UK from August 31st to September 2nd, [redacted]. I have been attempting to make the reservation from Australia, but encountered an issue when Airbnb sent a PIN to my English mobile number for verification. When I tried to input the PIN, Airbnb indicated that the confirmation telephone number was incorrect, prompting me to try again later. Despite my efforts, my Australian mobile number (linked to my Facebook account) showed up, making it impossible to proceed with the booking since it is inactive in the UK. This situation is disheartening as I am only in the UK briefly to bid farewell to my recently deceased father, who loved this village. I am hoping to resolve this matter promptly.

I was charged a cancellation fee for a reservation I did not cancel. The guest booked my room for a week and messaged me on Airbnb about bringing his cats. Despite me declining the reservation due to allergies, he booked it. Even though I never accepted the booking, it was canceled later, and the guest received a credit. Now, I am being charged a $[redacted] fee which is unfair considering I didn't cancel. I need a refund as this situation is unacceptable. The compensation I received doesn't even cover half of my rent. I require a prompt resolution; otherwise, I may consider closing my account and not accepting guests in the future.

I recently had to cancel and rebook my Airbnb reservation with a new host. Unfortunately, the primary cardholder passed away last week, so I had to cancel the old card. I'm currently waiting for my new credit card to arrive. The refund amount is approximately $3,[redacted].00. Instead of refunding it to the cancelled card, I kindly request that you hold the refund and place it into my Airbnb account for future bookings and activities. This money will go a long way for my upcoming Christmas and New Year's trip to Florence, as well as for my spring vacation. I will update you once I receive my new card before my September trip on the 7th, so you can either refund the money to the new card or keep it in my Airbnb account. Thank you for your assistance.

Hello, I had Hugh McLeod-Jone stay at my place from August 12th to the morning of August 13th, with booking details HMABXYSH5P through Airbnb. On August 13th, Airbnb sent me a confirmation of payout for £28.92. However, as of August 19th, I've checked my account online and have not seen the payment reflected. I would appreciate some clarification on this matter as I am feeling disappointed. I also left Hugh a positive review, but I did not receive any feedback from him despite asking for it. I am eagerly awaiting your response. Thank you, Martine de J.

I have a question regarding a policy issue. I inquired with a host about the proximity of their property to a specific business I must be near. The host replied that it's right next to the place I need, but then increased the room price by 50%, perhaps in anticipation of my booking (as the property meets my unique needs, not a typical tourist spot). After replying to her, the e-mail I got confirms the original price, but when I go to "Book now," the new price appears. I've asked her to honor the original price, as the new one exceeds my budget. Does AirBnB have any policies against this price increase, especially when the original price is stated in the e-mail? I'm concerned about potential bait-and-switch situations if the original price is not honored.

I need help with a situation regarding an Airbnb rental at [redacted] Woodsedge Dr., Charlotte, NC [redacted]. I made a booking for 6 people, as that was our original plan, but the property could accommodate 8. To avoid any problems, we stuck with the initial 6 guests. Unfortunately, the property owner has been demanding extra payment, even after I already paid him a few hundred dollars extra to ensure our stay. We have already paid a total of $14,[redacted].98 to the owner. Despite leaving the property in good condition, the owner has been hostile and insistent on more money. This experience is unusual for me as I am a frequent Airbnb user and haven't encountered such issues with hosts before. Following advice from Airbnb support not to make further payments, my account has been locked. I am looking for guidance on how to address this matter and restore my standing with Airbnb.

Hello Airbnb Representative, We recently returned from our rental property only to find out that our long-term tenants were not living there. Instead, a stranger named Daniel Simoney was renting our house on Airbnb without our consent. This person is not our tenant, and we have never heard of her. She can be reached at +[redacted]-54-[redacted]. She listed our property as "The Special White House" on Airbnb at Golomb Street #51, Be'er Sheva, Israel. We are concerned because her identification and ownership were not verified as Airbnb claims. Please address this issue promptly. You can contact us via email. We are shocked by this situation and want to know how Airbnb will resolve it. Roger Poltera also discovered the deception and can be reached at +[redacted]-53-[redacted]. We trusted Airbnb, but now we question its reliability. Thank you.

Just arrived at my apartment in Tbilisi, Georgia and suspect there may be bed bugs present after finding some small bugs that resemble early-stage bed bugs on the bed. Would appreciate assistance in locating a new place to stay for tonight and tomorrow urgently. Although I can't be certain, I would like to move as soon as possible before or after my scheduled 12 noon city walking tour. The host, Irina, has kindly offered a discount for early arrival, and I will settle any financial arrangements based on the timing of my departure. Planning to take a shower here before moving. Thank you for your help.

Hello, I reached out to the host regarding bathroom hygiene concerns upon check-in in the afternoon. Unfortunately, the bathroom was in poor condition and required cleaning by the host and her husband around 9 pm. Shortly after, I discovered health hazards in the bedrooms with mold present. As someone with lung issues, I specifically chose this property on the peninsula for its cleanliness and proximity to health concerns, despite its higher price point. However, the unsanitary conditions made it impossible for me to stay, forcing me to find alternate accommodation last minute, disrupting my plans and incurring additional costs. Despite the host offering partial refunds via WhatsApp, the situation was unacceptable, leading to my decision to vacate the property for my own well-being. I am disappointed by this experience and seek a full refund not only for the unsatisfactory conditions but also for the potential health risks posed by the property. I have documentation of the mold issue but regrettably didn't photograph the original hygiene problems. I value your attention to this matter. Best regards, Umran

The accommodation I booked in Munich turned out to be a dorm room, not the studio apartment I expected. In addition to the misleading description, there were issues like lack of shower curtains, broken lights, and an unpleasant odor. When I questioned a student, they mentioned it was illegal for Airbnb guests to stay in the dorm. I declined the late night offer to fix the lights due to an early flight. Please remove this listing to prevent others from facing the same problems. I also request reimbursement for the unacceptable situation. -Jazz Thompson

I have made a reservation for a six-day stay in Bristol, UK from 1-6 September and have made the payment. Unfortunately, I am unable to access the address provided. I am currently in New Zealand, therefore my landline is not in use. My regular smartphone is not functioning, and I am using a temporary mobile number [redacted]2. Although my reservation number is lengthy, my host's name is Tom. I have been attempting to communicate with Tom regarding the address, but have not been successful. Can you please confirm my reservation details and provide me with the location? You can reach me via email at shulunka8gmail.com or send a text to the mobile number mentioned above. Shelagh Coop 2/38 Awatea Road Parnell Auckland [redacted] NZ

The host failed to provide many of the amenities listed in the booking. Promises of breakfast, an iron, robes, slippers, wine, and water were not fulfilled. Additionally, the jacuzzi was dirty and unusable. A refund of $[redacted] is requested to compensate for these issues. Despite evidence of the missing amenities, the host, Maria, has been dismissive and insulting, insisting that the greeter provided everything. We are seeking a fair resolution by requesting the refund.

Hello, I have been waiting for weeks to hear back from Airbnb about my closed account. I need it reopened to book a business trip soon. I've called twice and not received a response on why my account was closed or why it's still not reopened. I was never notified of any closure. Today, I tried calling and was asked for an access code I don't have. The email I received after said my call was interrupted, but I can't access it due to my closed account. Frustrating. Ticket number: [redacted]9. Thank you, L.

I am concerned about my reservation (Reservation 96D591). I usually book through Booking.com, but this is my first time using Airbnb. I have tried reaching out to the host multiple times after completing the reservation and transferring money via bank wire, but have not received any response. I do not have confirmation that the reservation is valid or complete. I have not received any information on when and where to meet to get the key. The address provided seems to be in the middle of a canal in Amsterdam, not the apartment location. I contacted Airbnb support a week ago but have not heard back. Please help confirm the legitimacy of this rental and provide details on locating the apartment, as well as instructions on when and where to meet for access. I have all the details for my other bookings through Booking.com but not for this one. I need to finalize travel plans for my companions. Thank you. Best regards, Steven H.

I encountered an issue trying to book a place on Airbnb. Despite several attempts, the booking did not go through on the website but charges reflected in my account. Consequently, I unintentionally booked two places due to the initial booking failure and changes in our dates. I noticed nine charges on my account, which total $[redacted]. While I received refund emails for two charges, the remaining seven refunds are pending. Unfortunately, one of the properties I intended to book for September 18-20 is no longer available. I am eager to have the charges refunded promptly and secure alternative accommodations. It appears that the website is currently experiencing technical difficulties. I would appreciate guidance on resolving this matter efficiently.

During our trip to Nashville staying with Melanie, we encountered various issues. The pull-out couch was not what was advertised, causing discomfort for one of us with back problems. Unexpectedly, we discovered cameras in common areas of the house that were not disclosed on the Airbnb listing, making us feel uneasy about our privacy being violated. Melanie also brought a stranger into the house without our knowledge, creating a sense of unfairness and insecurity. Despite being asked to leave due to a rule violation, we were left scrambling for last-minute accommodation in a busy city, leading to additional stress. We were assured by Melanie that Airbnb would reimburse us for the inconvenience, but we have yet to receive any communication from her about this. We are hopeful for a resolution to this situation promptly. Thank you. [redacted] is the confirmation code for our stay.

Hello! I wanted to share my recent experience regarding a guest, Meghancita, who stayed in our apartment on Aug. 12, [redacted]. She cancelled her booking the next day, alleging the presence of bedbugs in our apartment and left a negative review. We declined her refund request as we did not believe her claims of bedbugs, feces, and blood were true, as validated by previous guests Misao, Antonio, and Letizia who all commended the apartment's cleanliness. Our current guest, Wade, confirmed the cleanliness and contacted Airbnb to address the issue. We have reached out to Airbnb ourselves seeking resolution. With [redacted] positive reviews emphasizing cleanliness, we hope this damaging review will be promptly removed. Looking forward to your response. Best regards, Amabile.

I have a reservation at 12 Rue de Boismortier, Thionville, Grand Est [redacted], France. I requested to extend my stay by one day due to arriving a day late for check-in, but the owner did not respond to my inquiry. Upon arrival, I found the flat to be poorly cleaned, with odors and not as advertised on Airbnb. There were no blankets on the bed, and the sofa cover was dirty, making me uncomfortable. Additionally, there was no door number on the flat and dead mosquitoes on the floor. I am unsatisfied and uncomfortable with my stay and would like to either cancel the reservation or shorten the duration as staying for two weeks is not feasible for me. I may opt to stay in a hotel instead.