AirBnB Customer Service Issues

Dear Airbnb Team, On September 7th, my friend and I moved into an Airbnb in New York, located at [redacted] West 143rd Street, NY [redacted], after paying a one-month fee of $[redacted]. Sadly, on September 13th, around 3 PM, there was an electrical hazard that resulted in a fire at the apartment. The situation was extremely distressing, and we had to quickly relocate our belongings from Poughkeepsie to NYC. After a two-hour wait, the Fire Team and Police allowed us to enter and salvage what we could. Although material possessions can be replaced, losing our shelter was difficult. We had to cancel work and find refuge at a friend's place to recover from the shock. The host family also experienced a significant loss. As paying Airbnb customers who only stayed for a week out of the month we paid for, we kindly request a refund of the unused three weeks to student "JV." Our interaction with Customer Service provided a standard response without acknowledging the seriousness of the situation. It would be greatly appreciated if Airbnb could consider refunding us to avoid further financial burden in case of unforeseen circumstances. We suggest a partial payment to the host family initially, with the remainder settled at the end of the month to address such situations effectively. This approach could set a precedent for future incidents, ensuring a smoother resolution process. We urge Airbnb to escalate this issue to a responsible higher authority with decision-making powers to avoid repeated generic responses from first-level customer service. We eagerly await a prompt resolution and refund. Warm regards.

Dear Airbnb Team, On September 7th, my family and I checked into the Airbnb at [redacted] West 1b 143rd Street, NY [redacted], for which we paid a monthly fee of USD [redacted]. Our stay was tragically cut short on September 13th around 3 PM, when an electrical hazard caused a fire in the apartment. The situation was distressing as we had recently moved our belongings from Poughkeepsie to New York City. After the incident, we were briefly allowed to retrieve what we could salvage, but the loss of shelter was significant. As paying customers of Airbnb, we kindly request a refund of the unused three weeks of our stay, as we were only able to stay one week due to the unforeseen circumstances. Despite contacting Customer Service, we received a generic response that did not address the gravity of our situation. We understand the host family also suffered losses in the fire, making it challenging for them to provide a refund. In light of this unfortunate event, we suggest a policy where Airbnb could provide a partial payment to hosts upfront, with the remaining balance settled at the end of the month. This approach would ensure that guests like us are not left without support in such emergencies. We urge Airbnb to consider introducing such measures as a precedent for handling similar situations in the future. We appreciate your attention to this matter and look forward to a swift resolution and refund. Sincerely, Janani Venkataramanan

Hello, I am currently staying at an AirBnB property in the UK and have a query regarding damages and charges. The property does not have a security deposit policy. During our stay, one of the guests used the shower for an extended period. It appears there was a pre-existing blockage in the shower as the water was not draining properly. This resulted in water overflowing into the bathroom, hallway, and downstairs into the living room, causing damage to the roofing and potentially the electrics. The host, who is currently overseas, arranged for a plumber and electrician to assess and repair the damages, sending us the bills for these services. I am unsure about the responsibility for these repair costs, whether it falls on us as guests or on the host. Additionally, I am curious if AirBnB hosts have insurance coverage for such incidents. Thank you for your assistance. Best regards, S.H.

Hello, I reached out to the host beforehand to address my girlfriend's allergy concern but did not receive a response despite positive reviews. Booking the room at 17:00 on the same day, I notified the host 30 minutes before arrival as requested. Unfortunately, upon arrival, the room was unclean with a strong scent causing breathing difficulties for my girlfriend. Despite opening windows, the situation did not improve, leading us to inform the host politely and cancel our stay. I kindly request a full refund due to the issues encountered including the room not being ready, health concerns, and the last-minute nature of the booking. Thank you, Yarin

Upon arriving in Sydney, Australia, we were disappointed to find that the accommodation we booked did not match the photos on the listing. The apartment has more than 5 individuals living independently, without proper fire safety measures in place, which violates national construction code regulations. We are seeking a full or partial refund due to these issues. Upon arrival, the host directed us to a different apartment nearby, which was not what we had booked. The new accommodation lacks secure storage options as the rooms cannot be locked. We are currently in the process of finding alternative lodging for the next few nights and would appreciate any assistance. The property address is [redacted] Harris Street in Sydney. Thank you for your help.

I booked two different-sized properties for the same dates because part of the group hadn't confirmed the number of bedrooms needed. Despite both properties having a 48-hour full refund policy, I was surprised to be charged a £[redacted] Airbnb booking fee when I tried to cancel one within the allowed time. The reason for the charge was revealed in the fine print - booking two properties for the same period resulted in the fee. Unfortunately, I couldn't find a straightforward way to contact Airbnb by phone or through the iOS app to resolve this issue.

I booked from 31st August to 2nd October. Shortly after my arrival, the host was extremely intoxicated, used profanity, mocked me, yelled, and played the guitar loudly. This behavior scared me. The next morning, he acted sweet but then started monitoring my every move, nitpicking at small things - typical alcoholic behavior. His friend confirmed he is an alcoholic and described him as a "bad man." I encountered two cockroaches, found the fridge unusable, saw a filthy shower curtain, a smelly duvet, and a messy garden. The WiFi was unreliable, despite his claims of it being good. There were no doors, allowing him to overhear everything. I had to be careful not to upset him but couldn't bear staying there. On the evening before I left, he played loud rock music until late. I departed at 6:15 am on the 8th. Upon reaching my daughter's place in Belgium, I sought help from the support center. They required evidence which I couldn't provide without an iPhone or recording device. I questioned why Airbnb mandates customers to have an iPhone for proof and why hosts aren't responsible for disproving complaints. Despite Simon believing my account, he closed the case without addressing these concerns. I am a 68-year-old experienced traveler who values simplicity but not unclean conditions. I cannot reach Airbnb for a settlement or refund, even a partial one. This host's unacceptable behavior remains unchecked, leaving me without recourse.

Hello, I recently made a reservation for this Airbnb listing, and I was surprised to find out that the apartment is located on the 8th floor. My mother struggles with Claustrophobia, and the small elevator caused her to hyperventilate during the ascent. Unfortunately, the dark stairs are not a viable option due to her knee issues. We had planned to stay here for 9 nights, but under these circumstances, it seems impossible. As I have work commitments in the city, I cannot leave her alone. The misleading advertisement, which portrayed a shared room in an apartment but placed us in a hostel, has left us feeling very uncomfortable and unsafe. I am reaching out to see if there is a possibility to switch accommodations to a different Airbnb and receive a refund for our current booking. Your assistance in resolving this matter would be greatly appreciated. Thank you in advance.

Hello Susan, we arrived early for our flight. Despite the office at Bahia Management being empty, we managed to locate Abraham thanks to our shuttle driver's contact. The combination lock provided was incorrect, so it had to be changed. However, upon entering the house, we found it to be unclean with dead insects, and droppings believed to be from rats or lizards in the kitchen, rooms, and on tables. This is concerning, especially since we have a 2-year-old child with us. Additionally, the lack of promised amenities like TV, cable, WiFi, and drinking water is disappointing. We have requested cleaning and water supply, but there has been a delay. The misleading house description has left our family of 6 uncomfortable for our week-long stay. We expect the accommodations to match the promises made. Urgent action or a refund is needed as the current situation is not suitable for our stay with children.

Dear Forum Members, I urgently need assistance with a concerning situation regarding my mother's rented flat, which has been sublet on Airbnb by the tenants without permission. The Freeholder has notified my mother and threatened legal action, as this subletting activity is not allowed and affects the building's insurance coverage, impacting all residents. Despite being told to stop, the tenants continued to sublet, as I discovered when I visited and found two guests present. The tenants' letting agent assured they had ceased the Airbnb rentals, but this was not true. I reported the issue to Airbnb earlier, but no action was taken. It's crucial that Airbnb does not compensate the host for these bookings, and any previous earnings should be recovered. Shockingly, the guilty tenant is the daughter of the letting agent. I suspect she may be listing properties she doesn't own. The flat's address is 86 Thomas Brassey Close, Chester, Cheshire CH2 3AE, and the host (tenant) is Miss Katie Cameron. Best regards, Mark Cavill (son) Mrs. Mair Unsworth (flat owner)

Dear Sir/Madam, I have checked into the Airbnb property, and it does not match the description provided. The room's carpet is damp, and there is mold in the corner which is concerning for me as a person with asthma and a history of bronchitis. I had booked the accommodation for a month, but staying here for the entire duration would likely worsen my respiratory issues. Additionally, the shower in the bathroom is non-functional despite being advertised as working. I am seeking to cancel my booking and am inquiring about the possibility of a refund. The discrepancy between the actual conditions and what was advertised warrants a refund in my opinion. Sincerely, Jonathan M.

We were locked out of our rental and had to pay $[redacted].90 (Canadian dollars) to a locksmith to open the door. The house rules in the original listing mention there is no key for the handle lock, but the host did not remind us about the bottom lock not having a key upon our arrival. We believe it's unreasonable to expect out-of-town guests to remember not to lock one of the locks, especially when a simple fix like taping the bottom lock or leaving a note could prevent this situation. The locksmith's close proximity to the apartment, along with evidence of prior forced entry, raised suspicions. We have photos of the door and message screenshots that lack crucial details. Despite the host's response citing the house rules, we feel the entrance instructions should have been more explicit. This was our first negative experience with Airbnb, and we hope our case will be taken into consideration.

I had previously booked an Airbnb in Lexington, Kentucky for tonight and tomorrow night, Sept 23rd and 24th. Due to a change in plans, I will be coming next week instead. The Airbnb owner agreed to switch the reservation to a different property for next week since the original one is booked. However, Airbnb is refusing to provide a refund because they claim the rental has already started, even though I haven't arrived yet and the owner is fine with the change. Here is the property link: [redacted]. My name is Mark Hatley.

Dear AirBnb, I am having trouble accessing my 4-year-old AirBnb account and I am hopeful that someone can assist me with this issue. I forgot my password and have reached out to your help desk three times without finding a solution. Even after the help desk provided me with a new password for my account under the name John O'Connor, it continues to prompt me for my phone details. Typically, I book AirBnb accommodations automatically through the mobile app without signing in due to frequent travel. Over the last three months, I have consistently rented through AirBnb without needing to manually sign in. I have changed my SIM card to match the country I reside in, presently Poland. The account now requires my original phone number from four years ago, which I no longer possess as I have had over 10 different phone numbers since initially signing up. I am eager to resolve this matter as I wish to rebook my previous stays and continue using this account. I would greatly appreciate any assistance from your team as I have already spent significant time on the phone regarding this issue. All I need is to update my account with my current Polish phone number to resume using AirBnb. I am unable to access AirBnb support via email without signing in, which is currently not possible. Thank you, John O'Connor

Hello, I reserved a whole place at Kingley's Place Stay in Ipoh on September 21-22 for three people. Before our arrival, the host informed us that the third person would need to sleep on a mattress without a pillow or blanket. When I raised my concerns, they offered to upgrade us to another unit for an additional RM60. I expressed my disappointment with the last-minute notice, but the host refused to provide bedding for the third guest, even after my insistence. Eventually, they suggested we cancel our reservation and assured us of a refund. However, after canceling as advised, Kingsley's Place failed to issue a refund despite our repeated requests. We consider this situation unacceptable and hope for the promised refund. Thank you.

This morning, we got a text message confirming our booking at Waterleat Farm in Ashburton, Devon from 1st to 12th of October. Delfina helped us with this booking. However, tonight when we tried to access the booking on our laptop, it showed "not possible." This is our first time booking, and we are unsure if we made an error. The only action we took after the confirmation was blocking those dates to avoid double booking.

I reached out to the host regarding the rental in Charlotte, NC from 11/27/19 to 12/1/19 titled Countryside Getaway, hosted by Ed. I inquired about hosting Thanksgiving dinner, to which he promptly replied, confirming it was okay. I informed him that 18 people would be attending the dinner, but I never received a response. After waiting for 10 days, I followed up with another message 4 days ago, expressing my continued eagerness for his reply. Despite my efforts, Ed has not responded. Not only has he not replied, but he also changed the listing cost multiple times since my initial inquiry, leading me to believe he is avoiding me. As a retired travel industry customer service agent, I find his behavior rude and unprofessional. Had hosting Thanksgiving not been possible, a simple response would have sufficed. Due to this experience, I have decided not to book with AirB&B again and will share this disappointing incident on social media.

I recently noticed a double booking on the HomeAway calendar even though both calendars are synchronized. The dates chosen by the Airbnb guests were already booked and shouldn't appear as available. I still have available dates between the next guests' arrival, and it might be possible to move the Airbnb guest's booking a few days forward, but I'm unsure if this would work for them. This situation is disappointing, as I rely on the synchronization services of Airbnb and HomeAway, and it seems they are not as reliable as I thought. Any advice would be appreciated. Kind regards, Madeleine Hunt - Dog Friendly Nancecliff Cottage.

Hello team, I am reaching out regarding my recent stay in Bali at one of your Plus hosts (confirmation code: HMAHRN45FZ). The booking was scheduled from September 25th to September 29th, [redacted] at Oberoi Penthouse in Kuta, Bali with Mr. G. Our interactions with the host, Mr. G, were cordial and efficient. He provided us with detailed instructions and travel information leading up to our stay. Despite his super host and Airbnb Plus status, the actual accommodation did not meet our expectations. The location in an alleyway felt unsafe, the room appeared worn and the cleanliness was lacking – evident from painted walls peeling off, dirty patches on the couch, and a shocking discovery of a dried blood patch on the duvet. Although Mr. G was quick to change the duvet upon notification, our confidence in the room's cleanliness was compromised, leading us to seek alternative accommodation. While we appreciate his gesture of free services, cleanliness is paramount for us in accommodation choices. Disappointed by this subpar Airbnb Plus experience, we seek a full refund for the one-night stay, considering it did not align with the promised well-equipped and well-maintained description advertised. Feel free to reach out for any further information or photographs of the room as needed. All communication with the host took place within the Airbnb app. Thank you for your attention to this matter. Best regards, Rong Shi

I need to address an issue with your company. During a girls' weekend trip to Budapest, we returned at 2 am to find our booked apartment flooded, including the kitchen and parts of the bathroom. Our clothes were damaged. After spending hours on the phone with your team and the host, we were initially promised a full refund, but upon our return, we have been denied it. The replacement apartment offered by the host was a clear downgrade, old, with only one bathroom and 2 bedrooms for 7 girls. It is unfair to expect us to pay for this inferior accommodation after the inconvenience caused. I urge you to address this matter promptly.