AirBnB Customer Service Issues

Hello, I am a new Airbnb user named Beatriz Campos. My first experience with hosts 'Allison & Peter & Cat' on September 27th was not very pleasant. I rented a room for just one night with my mom. Despite finding a bug in the restroom upon arrival, I assumed these things can happen. I informed the hosts politely so they could address it for future guests. Unfortunately, they left a negative review suggesting I took their toiletries and treated their place like a hotel, not respecting their home. They even implied I introduced the bugs. I was shocked by their accusations as I never did any of those things. I brought my own supplies and did not use theirs. I am disappointed with the host's behavior and will not recommend their home. I hope they retract their statements as it unfairly portrays me.

Upon arriving in Havana, I was surprised to discover that the supposed host, Odette, was unknown to the actual homeowners. Despite accurate photos, descriptions, and address details, the account connected to Odette, to which we paid, seems to be non-existent. After incurring extra expenses for a few days, we realized that AirBNB had mistakenly listed the wrong address for Odette's apartment. Even Odette herself was unaware of this error, leaving us lost and unable to locate her home due to the mistake on the website.

Hello, my name is Claudia. On October 5th, [redacted], I had to cancel my reservation due to the unclean room I encountered. Despite the owner's attempt to rectify the situation by changing the sheets, I chose not to stay due to the unsanitary conditions. The owner promised a full refund of $[redacted] and asked me not to leave a negative review. However, I have not received the refund, and the owner is now avoiding my calls. I have evidence in the form of photos documenting the unhygienic room. I am seeking Airbnb's assistance in resolving this issue promptly.

Two months ago, I was asked to update my Payout Method on Airbnb, even though my banking information had not changed. I complied and updated it multiple times since then. However, I recently noticed that my bank details are listed twice, with the newest one showing as "Pending." I have not received any payment yet, and despite checking my account today, I did not see the usual verification deposit. When I tried to delete the duplicate Payout Method, I was only able to remove one of them. I suspect having two identical methods could be causing the issue. Should I try deleting one of them to resolve this? My guests left on October 6th, and I'm concerned about the delayed payment.

Hello, I live in Lisbon and have been searching for a room or apartment to rent. I usually use Nestpick, Uniplaces, and Idealista, as Airbnb provides other services that I haven't explored directly. Recently, I noticed some listings on Nestpick directing me to Airbnb. After inquiring about a couple of flats, I received a response from someone requesting payment to an Airbnb bank account before seeing the apartment. They mentioned that after viewing the apartment, I could decide whether to proceed or not. Subsequent rent payments would then go to their personal bank account. They asked for personal details for the transaction. I'm not sure if this is legitimate. Can anyone confirm if this is Airbnb's standard procedure for rentals? I appreciate your prompt assistance.

After my Swiss Air flight to Spain was cancelled due to protests in Barcelona upon my arrival in Zurich on October 14, [redacted], my travel plans were disrupted. I had reservations in Barcelona and Madrid, as well as activities planned in each city. Despite attempting to safely continue to Barcelona, all flights were cancelled. Worries arose about transportation from the airport to the city center and uncertainty about flight resumption. This unexpected situation led to over $[redacted] spent on Airbnb reservations, forfeited flight costs, and now over $[redacted] in new Airbnb stays in Zurich. Seeking a refund for the stays and experiences we missed due to circumstances beyond our control would greatly ease the financial burden caused by these unforeseen expenses incurred during our trip.

I am having trouble accessing my account as my device is not being recognized. While using a Spanish SIM card, all verification codes are being sent to my original phone number. I recently updated my phone number, but the service won't allow me to use it within the last 14 days. Additionally, I am having difficulty taking a required photo for ID verification. Despite traveling for 7 weeks and using Airbnb frequently with no issues before, I am now encountering these problems. Please reach out to me via email to assist me with resolving these issues promptly.

I am concerned about my booking. I discovered a penthouse in London on Airbnb and was instructed to inquire about availability before booking by calling a provided number. After contacting them, I received an email with all the booking details and a link to make the payment on Airbnb. However, I was asked to transfer money directly without using the website, providing bank details. Although I received an email confirmation, the booking is not visible on my profile. I am unable to reach the host by phone, leading me to fear that this might be a scam, and I have already paid nearly €[redacted]. The confirmation email is from [redacted] Please assist me promptly. Thank you. - Alessia

I am requesting a $[redacted] refund for an extra service fee charged by AirBnB. On October 16, I tried to book a venue in Hobart, Tasmania for Nov 14-20. After a confusion with booking two venues, I ended up having to pay for a different one than my original choice. Without receiving instructions to pay immediately, I found out about the double booking via email. I later canceled the second booking and was still charged a $[redacted] service fee. Considering we already paid a service fee for our stay and were not given the chance to provide new payment details, I believe the $[redacted] should be refunded.

I have already reported the issue regarding being charged twice for service fees on two venues booked for the same dates. This occurred when Airbnb processed a payment using a credit card I had used a year ago without my permission or knowledge. I unknowingly booked the first venue and only realized it when I received a confirmation notice. Quickly, I found a second venue within an hour and booked it. The next day, I saw confirmations for both venues and was advised by Airbnb to cancel one. I canceled the second venue and received a refund for all except a $[redacted] Airbnb service fee, which I am requesting to be refunded. This situation has been very unpleasant and I would like a resolution. My name is Michael Dickins, born on October 5, [redacted], and the booking dates were November 14th to 20th for Bella House in Bellerive. The second booking receipt details: Receipt ID: RCCD8CZA2T, for 6 nights in Warrane from November 14th, [redacted], to November 20th, [redacted], with a payment of $[redacted].76 and a refund of $[redacted].00, leaving a balance of $[redacted].76.

Hello, I rented an Airbnb for my trip to Washington DC. Although I've never been there before and was excited to explore the city, the Airbnb I booked was in a sketchy area outside of Washington DC. I felt uneasy going outside, and upon returning from dinner, the screen door was open, although I'd closed it before leaving, which was unsettling. Despite reviewing comments and photos, the reality didn't match my expectations. The following morning, I discovered bugs, which spoiled my stay. I only stayed one night out of the three I'd booked and opted to move to a hotel downtown for a more relaxing and secure experience. I'm wondering if there's a possibility of receiving a refund for the two nights I didn't spend at the Airbnb. Thank you.

I made a reservation for an apartment in Penang for one night on the 19th of October [redacted], and I encountered some issues with the owner. Initially, the owner gave us a comforter cover instead of a blanket, insisting it was suitable. When we contacted her about this, she instructed us to retrieve another blanket upstairs, only to find out it was also a comforter cover. Additionally, in the second bedroom, there is a bunk bed with the upper bed positioned beneath a ceiling fan, which is a safety concern. Location: [redacted] Granny Lodge

We recently stayed at a condo we found on your website. After being directed to private email, we made our payment through PayPal and bank transfer. Unfortunately, the accommodation did not match the advertised description. It was not new, unclean with lacking kitchen utensils, mold, and presented health hazards. The owners were unresponsive and we even found expired fire extinguishers on the premises. The company lacks a physical office address and their website provides no contact details. Phone calls redirect to emails that are also met with unresponsiveness. I have photos to support my claims. I urge Airbnb to investigate this company further, as the existing reviews do not seem accurate based on our experience from September 22nd to October 15th, [redacted] at Caribe Cove in Kissimmee, located 15 minutes from Disney World. Our hosts were Amanda, Manuel, and Franco.

Hello, Thank you for your prompt response. Currently, I am in Spain and unable to meet in person due to work commitments. I recently hired new staff and am responsible for their training. To proceed with renting the apartment, I can make arrangements through Airbnb (www.airbnb.com), an international company specializing in apartment rentals that I trust. Airbnb facilitates the transaction between the apartment owner (myself), you as the potential tenant, and themselves as a neutral third party. By using Airbnb, you can view the apartment before finalizing the rental agreement. Here are the steps involved: I will create a reservation on the Airbnb platform, listing you as the potential tenant. You will then proceed to make the first month's rent payment plus a security deposit directly to Airbnb. Once your payment is confirmed, an inspection date will be scheduled for you to receive the keys and review the rental contract within 7-10 days. You will have a 3-day inspection period, during which you can decide whether to proceed with renting the apartment. The initial payment made to Airbnb is fully refundable if you choose not to rent the apartment after inspection. Your decision to rent or decline the apartment will determine the next steps with Airbnb. Please confirm if you agree to proceed with Airbnb and provide the necessary details for the application process: - Your contact number - Full name and address - Copy of your ID Thank you for your cooperation. Best regards, Raymond

I had a bad experience with AirBnB due to a scam. I reached out to their support team on October 16, [redacted], with concerns about an offer. The initial agent, Mark, verified the link I sent and I proceeded to make a payment via Transferwise. Following up on October 21, I spoke to agent Brittney who acknowledged the error in verification by Mark and escalated the case to their fraud team. After providing all receipts, I received a case number, #[redacted]4. Despite multiple emails to "hanna" and interactions with various agents, I have not received further updates. Finally, "Edwin" from customer relations assured me of a response within 24 hours, but unfortunately, I am still waiting. The amount owed to me by AirBnB is $[redacted].

I had booked three reservations for the same stay, as I was limited to a six-day stay for some reason. I observed the 48-hour cancellation policy and canceled within the timeframe due to the evacuation order in Sevastopol, California, caused by a massive fire. Despite the ongoing evacuation and power outage affecting 99% of the county, I still incurred service charges for at least two of the days. I tried to cancel the third day on my iPad amid the poor internet connection but am unsure if it was successful. It seems unfair to be charged a service fee under these circumstances where cancellations were necessitated by a mandatory evacuation.

I haven't used Airbnb in a while and can't remember my password. When I tried to reset it, I couldn't receive the code since it was being sent to my old Swiss phone number. I contacted customer service after finding the number online, and they said the old phone number was needed to locate my account. I'm stuck and wondering if I should create a new email to make a new account. I'm frustrated as I need to make a reservation soon, and I find this system poorly designed. People change phone numbers, and occasional users like myself may not update this information. Any advice would be much appreciated as this is becoming urgent.

Hello, I have reserved a condominium in Savannah, GA. I have two different reservation numbers for the same stay, one through Stay Alfred #[redacted] and the other through Airbnb HMAF9QBH8R. I am having trouble linking them. I called within 48 hours of booking to inquire about pricing, and a Stay Alfred representative mentioned the price would be adjusted to $[redacted].75. Initially, when I booked through Airbnb, the price was higher, and I paid a deposit. However, my Stay Alfred receipt does not show any payments. I provided the names of all four guests, not just three, but the information is not updated in my account. Could someone please reach out to me to confirm the reservation for 4 guests from December 5th to 8th and provide the accurate rate? Thank you, Helen Fox.

I have yet to receive your inquiry regarding my stay in Ischia. I am missing the reference numbers for my two stays: a) From October 4th to October 16th at Isola Verde hosted by Antonio b) From October 16th to October 23rd at Casetta di Michele hosted by Gaetano Island of Ischia, Italy I am also interested in hearing others' opinions. Thank you. Sincerely, Sally C. Email: [redacted]

During our stay in Vienna, we encountered issues reaching the host of the apartment. Despite waiting for 30 minutes, we were unable to connect with them and had to find alternative accommodation. Subsequently, the host Mel contacted us later, acknowledging the miscommunication due to my lack of internet connection on the train. Although we have already paid for a hotel for four nights, Mel offered us to stay for three nights. I will try to cancel the remaining nights at the hotel and seek a refund for the lost night. Mel explained that Sonja, the host, was abroad, leading to the contact issue. I have also informed Willi about the situation after the pension where we stayed declined a refund. This incident has resulted in unexpected expenses, and I am eager to receive a full refund due to the circumstances beyond my control. I tried to contact Airbnb during the ordeal but was unable to access the necessary information without wifi. I hope for a prompt response and a resolution regarding the refund, as we were left in a challenging situation in a foreign city.