AirBnB Customer Service Issues

Hello, I wanted to share my recent experience with a reservation at Merry House with another user named Hue. Unfortunately, upon arrival, I noticed a strong cigarette smoke odor inside the house. Due to my child and mother in law's asthma, we couldn't stay there. Moreover, Hue was still cleaning the place for early check-in when we arrived. After cleaning, we found leftover pizza and drinks in the refrigerator, which Hue promptly disposed of before offering us to store our items. Feeling uncomfortable with the situation, we decided to book an alternate reservation through AirBnB. Even though we received a partial refund, we believe a full refund is warranted given the circumstances. Hue mentioned that only AirBnb has the authority to issue refunds. We are hopeful for a resolution as the unsatisfactory cleanliness and health conditions were beyond our control.

Hello, Today we had a reservation at Merry House in San Jose and arrived for an early check-in. Upon arrival, we observed the host cleaning the house after the previous guest (which we expected). Unfortunately, the house was filled with cigarette smoke, forcing us to cancel the reservation due to two family members having asthma. I also brought to the host's attention that the fridge was not clean; although she removed the leftovers, it didn't meet our standards of cleanliness and hygiene. After agreeing to the cancellation, we realized that only a partial refund was issued. We have since made another reservation through Airbnb and are seeking a full refund for the Merry House booking, as we would not have cancelled if the property had been clean and suitable for our health concerns. Thank you, Sandeep

When I tried to pay for my trip, the Paypal payment failed, so I used my debit card instead. However, I was charged £[redacted].94 on both my debit card and Paypal, and received different booking references for each. I got a booking confirmation email for the debit card transaction, and it's the one showing up in my trips. The Paypal transaction only resulted in a confirmation email from Paypal. This all occurred on Monday night. Even though I reached out to Airbnb support right away, they have since stopped responding to my messages. I am worried that another payment will be processed when the second one is due.

On June 10, [redacted], I received an email from AirBnB stating that I am being charged $64 for canceling a one-night booking on August 25, [redacted]. I find this penalty harsh considering my long-standing membership with AirBnB without any prior cancellations, having even been a superhost last year. Unfortunately, I had to cancel due to my daughter's sudden need to move in because of personal issues. - Noel Cowell from Alexandra Headlands, Australia.

I have a reservation with your host coming up, and recent experiences have been disappointing. There were multiple power outages, ongoing construction noise until late in the evening, and the amenities listed were not actually available on site. When I arrived, the host unexpectedly wanted me to sign a lease, which had additional costs not mentioned in the listing. Trying to resolve these issues, a representative named Ms. L mentioned generators that were not utilized during the outages. Today, I was informed about an unknown power outlet in the rental that was not previously mentioned or explained. After discussions with the host through Facebook Messenger, I proposed leaving early in exchange for a refund, but this was declined. I have a few emails; this is my primary contact.

I recently received a call regarding investing in Airbnb's IPO. I would appreciate confirmation that it's a legitimate opportunity. The caller mentioned Airbnb's CEO confirming the IPO with S-1 paperwork completed. I have an appointment to discuss this further. Wealth Diverse Securities, the company facilitating the investment, offers tailored investment solutions across various asset classes. They assure impartial advice as an independent wealth management firm. To proceed with Airbnb Pre-IPO shares, opening an account with them is advised, which is free and quick. They provide an application form for account setup. For any queries or rescheduling appointments, contact Charles Astor at Wealth Diverse Securities. The contact information and website link for Wealth Diverse Securities are provided for reference. Thank you.

I recently made a reservation and was charged for one night on October 4th to 5th. Unfortunately, the host informed me on the same day that he couldn't accommodate me, but the booking wasn't cancelled, and I was still charged. I'd appreciate a refund for the night I didn't stay. It felt unfair as I had to find a costly hotel last minute on a busy weekend. Is there any way to get reimbursed in this situation and be protected from last-minute cancellations? Thank you for your assistance. - Isabell B. [redacted]

I made a reservation for an Airbnb in Ventura, CA back in April of [redacted]. The dates were from December 22, [redacted] to January 2, [redacted]. I paid half of the fee. Recently, we found a better-suited place in Ventura called 'Entire home in Ventura' for slightly different dates and decided to book it instead. I contacted the owner of the first Airbnb to explain the situation and he was understanding of the cancellation. However, when I tried to cancel on the Airbnb website, it mentioned a 50% refund minus the service fee. This was surprising to me as the cancellation policy on the listing stated a full refund if canceled within 48 hours of booking and 14 days before check-in. Since I am outside of the 14-day period, I am expecting a full refund of $[redacted].29. I hope to receive a prompt response to clarify this confusion. Thank you.

Dear Customer Service Representative, I recently negotiated a monthly rental rate of $9,[redacted] in Florida with a Host named Ryan on Airbnb. After providing my verification and credit card information as requested, my card was charged a different amount. Upon contacting Ryan, he mentioned he couldn't offer the agreed upon rate. I promptly cancelled the booking within 5 minutes and Ryan assured me of a full refund through Airbnb. It has been 4 days since this incident, and I am yet to receive the refund. I urge you to assist promptly. Thank you.

Hello, I'm Geeta Parkale. My husband reserved an Airbnb package for my upcoming birthday on October 11th. Due to a family emergency, we won't be able to proceed with our plans. I understand that it is within the 48-hour window for refunds, but could you assist me with this situation? Unfortunately, I don't have the reservation details on hand. Is it possible for you to locate the booking using the name of the person who made the reservation? Thank you.

Upon my family relative's arrival in Paris, the Airbnb host left the key in a codebox on the door. Unfortunately, they were unable to open it. The host instructed them to collect a spare key from a restaurant, but due to a flight delay and subsequent closure, they couldn't retrieve it. Consequently, the host advised them to book a hotel and assured a deducted night from their Airbnb stay. The hotel, however, proved to be subpar and more costly than the original Airbnb booking. Additionally, they had to incur an Uber fare. I seek guidance on addressing these unexpected expenses and ameliorating this disappointing situation.

Dear Airbnb team, I cancelled my reservation today (confirmation # HMACKB2MY4) for a stay in Rincon, Puerto Rico from 11/14 - 11/21. I was informed in an email that I would get a full refund but minus the service fee of $[redacted].29. According to the cancellation policy on the receipt, I am entitled to a full refund until 2 weeks before check-in, after which the service fee is subtracted. I kindly request the payment of $[redacted].88 to be processed. Thank you, Jane Levings

We have reported multiple violations with our listing and are seeking assistance on getting a refund. The listing advertised onsite parking, but upon arrival, we were informed we couldn't park in the driveway due to construction. Street parking was also unavailable. Additionally, the AC mentioned turned out to be small units that did not adequately cool the house, requiring bedroom doors to be left open, which was not feasible for us with our young puppies. Contrary to the listing, we had frequent interactions with the hosts to address issues like moving cars daily and dealing with packages obstructing the entrance. Supposedly locked basement was accessed by the owners without notice, and strangers were directed to view the space, leading to numerous disturbances, including unauthorized access by maintenance and cleaning staff. We have documentation including pictures and videos of the incidents.

I am writing to express my interest in the unique opportunity to stay in the Goodyear Blimp with one of my sons as a special memorial for my late wife, Carole. She had the incredible experience of flying in the blimp as part of a show and it was a cherished memory for her. As her father worked for Goodyear, the blimp held a special place in her heart, and her flight over New York was a highlight of her life. I understand that reservations begin on October 15th, and I would like to request a stay for October 23rd. Thank you for considering my heartfelt request.

Hello - I recently submitted my reservation for a place, and it was put on hold pending my ID verification. I provided the necessary identification, but I never received any further confirmation regarding my booking status. When I checked the help center, I was surprised to see that my reservation had been canceled without any explanation. I am unsure of the reason for this decision and feel uncertain about what to do next. The property is still available for the dates I requested, so I am considering re-booking it. However, I am unsure if I have already been charged for the initial reservation. I am also unsure if the host declined my booking. I would appreciate some clarification on this matter.

Currently on a South Pacific cruise, I'm attempting to book a room in Auckland, NZ but facing issues with Airbnb. I need to update my credit card details as they differ from the ones listed on Airbnb. Despite having a new account, I am unable to verify my identity due to this discrepancy. Seeking assistance to resolve this matter promptly.

Dear Community Members, I have been renting out my small studio on Airbnb in Geneva for a while now. Recently, a new guest raised concerns about the kitchen amenities, as it lacks certain features like an oven and proper ventilation. The studio includes basic essentials such as a small fridge, dishes, cutlery, and a sink. The sink is conveniently located outside the toilet with a door for privacy. This is the first time a guest has requested a refund due to the kitchen setup. I suggested they find a better-equipped studio in a similar location for the same price, but they have not responded to this offer. While I acknowledge that my kitchen may not be fully equipped, I believe my listing accurately reflects the amenities provided. I am seeking advice on my rights as a host and the appropriate course of action to take in this situation. The guest is requesting a [redacted],00 euro refund as a symbolic gesture. Any guidance or suggestions would be greatly appreciated. Best regards

I have a guest reservation pending payment. The guest initially booked last week but cancelled the reservation. Subsequently, they made another reservation request, which I accepted, but the payment hasn't been completed yet. I'm concerned that the second reservation request may be an error. Should I wait longer for the payment to go through or take action now? Your help is appreciated. The reservation is for Marnich for Fri, December 20, [redacted].

I have a guest who tried to book my listing, but he appeared on my calendar for 24 hours without being listed as a reservation. Now he has disappeared completely, and I am unsure how to proceed. He is a personal friend staying for 3 months, so I need to resolve this issue. The calendar listing stated "AWAITING VERIFICATION - Rolland." I need to either understand how to resolve this situation or guide him on what steps he should take to fix it.

Given the recent events in Hong Kong, our primary concern is safety. Due to the country's travel advisories, we have opted not to proceed with our planned trip booked through Airbnb with reference number HMAE5ZN38A. Despite attempting to request a refund through the app, it indicated a refund amount of $0. We have paid $[redacted].38 out of $[redacted].31, with the next charge scheduled for October 20, [redacted]. We are seeking clarification on the possibility of a refund under these unforeseen circumstances. As loyal customers who now plan to visit Taiwan instead of Hong Kong, we hope Airbnb can assist in minimizing our losses by considering our request for a special refund arrangement. We look forward to a positive response from Airbnb. Thank you.