AirBnB Customer Service Issues

I was searching for an apartment in Frankfurt for next week (4.11.-8.11) on AirBnB. I selected an apartment thinking it was in Frankfurt, but it turned out to be 60 km away. I canceled the booking, but now that Frankfurt is fully booked, I would like to reinstate my reservation with confirmation number RC4RMDMEJA.

I'm having trouble posting a review for a recent trip within the 14-day timeframe from checkout. The email reminders were sent to my Gmail instead of my AOL account used for login. When attempting to access the link to review, it displayed a message stating "You do not have permission to access this resource." There are no message threads in my account with the host, and I wanted to send a quick message. The host has already left a review for me. I've attempted to post the review both on my iPhone and through a desktop login. I'm eager to be able to leave a review, please assist. Thank you.

Hello, I am currently facing difficulties accessing my Airbnb account due to losing my phone and forgetting the password. Unfortunately, I am unable to access it through my phone number or the original email as well. The system is requesting my Facebook password to make changes, which I recall, but due to limited access to Facebook in China, I am unable to update my email address. I would appreciate your assistance as I am traveling shortly and urgently require access to my account on my mobile device. Thank you, Sag

Hello, I am Moz Corrie, an Airbnb host based in Australia. Currently, I am in Iceland, so phone contact is not possible. The guests who checked in on 28/10 have expressed not liking the house. I had my cleaner visit the property with the guests' permission and noticed that some windows were covered with black plastic and tape. I suggested to guests to cancel through the app but received no response. I also inquired about the window situation with no reply. The guests mentioned there was no air conditioning when, in fact, there is a new unit installed. I have provided them with alternative contact numbers for assistance, but they haven't reached out. Please reach out to me via email or WhatsApp to discuss available options. Thank you.

I experienced a glitch on my iPhone app which prevented me from booking a place. I then tried to access Airbnb on my laptop but realized I couldn't remember my password. After resetting it, I encountered an issue with phone number verification as it was my old number on file. I urgently need to access my Airbnb account through email like most other services allow.

I encountered a glitch on the Airbnb app on my iPhone while trying to book a place. Unable to log in on my laptop, I reset my password but faced issues with the outdated phone number for verification. I urgently need access to my account using my email, as other services allow.

When I signed up for Airbnb in the Philippines, I used a local phone number. Now that I'm back in the UK and want to change my device, I am unable to receive the verification code sent to my temporary Philippine number. I tried updating my account with my UK number on my old device, but Airbnb requires the number to be registered for 14 days. This limitation is frustrating and costly, as I might switch to booking.com or agoda.com due to these issues. I suggest Airbnb allow travelers to add their primary and temporary numbers while traveling to avoid losing potential bookings.

Yesterday, I accidentally booked the wrong apartment in Rome because it looked very similar to the one I intended to book. Immediately upon realizing my mistake, I cancelled the erroneous booking and made the correct one. Despite canceling promptly, I was charged a service fee, which was quite substantial. As a former superhost and a frequent user of Air B and B, I am kindly requesting a refund of this fee due to the honest error that was rectified within a few hours. Importantly, the first booking was not prevented from renting out her apartment. I would greatly appreciate it if you could consider this request positively. The references for the properties are HMANHR422 (cancelled) and HMAKX5QZ2. Thank you. Mari S.

Good afternoon, As a dedicated master's student in Cultural Management based in Antwerp, Belgium, I am currently focusing on researching sociocultural event platforms like Sofar Sounds, Meetup, Airbnb Experiences, Creative Mornings, and Eatwith for my thesis. Specifically, I aim to explore how these platforms engage not only the general audience but also target businesses, including their employees, to enhance or support their core business model. I am interested in interviewing the business professionals responsible for these platforms to gain insights into their strategies for attracting and involving corporate entities through partnerships, corporate events, licenses, sponsorships, and more. I am hoping to connect with a representative from Airbnb for Work who would be willing to participate in a 1-hour interview with me via Skype or WhatsApp. This opportunity to learn about Airbnb's B2B structure and strategy would be extremely valuable, and the findings from my study would undoubtedly benefit your organization as well. Thank you in advance for considering my request. Best regards, Karen Vanhulle

On the third day of my stay, the host presented me with 14 rules, emphasizing basic common sense etiquette such as respecting others and not loitering on the premises. However, two rules stood out to me that were not mentioned in his initial listing: no visitors allowed at any time and the restriction of the living room. I feel misled by these omissions, and I believe it constitutes false advertising. I am not seeking legal action, but rather a full refund and additional compensation due to the inconvenience I am currently facing. As a responsible adult, I find it unreasonable to pay for accommodation where I am not allowed to have guests. The host also advertised a private bathroom, which I did not receive, though I was understanding about that issue. Overall, I am dissatisfied with the no visitor policy, which I suspect may have stemmed from an earlier misunderstanding with the host's girlfriend. Despite my unintended mistake in thinking she was another tenant, the situation escalated unnecessarily and culminated in a series of restrictive rules being imposed on me.

Hello Airbnb, I am reaching out with my concerns regarding my recent stay at "Mary jane pool villa Prachinburi" in Thailand. I departed two days ago. Despite the numerous issues with cleanliness and misrepresentation, I will refrain from filing a formal complaint. The primary reason for choosing this accommodation was the pool villa, as depicted in the images on the Airbnb listing. However, upon arrival, we discovered that the pool was located in the owner's villa across the street. Additionally, the pool was unsatisfactory - empty and unclean - a major letdown for my young children, aged 5 and 3. Moreover, the layout of the private villa, advertised for six occupants, was inconvenient as the rooms were separate, requiring us to navigate outside to access them. This situation prevented my children from sleeping in a separate room, forcing us to share a single room, which does not align with the villa experience. I am a VIP member of Agoda and would have immediately vacated upon arrival if booked through their platform for a full refund or relocation. However, I am challenging Airbnb to take responsibility as well for allowing such misleading listings. I wish to provide photographic evidence to support my claims. Our vacation experience was severely impacted by these discrepancies. Disappointed, H.S.

I messaged the host explaining our booking confusion. Initially, we mistakenly booked April 14th instead of requesting the change from April 15 to April 14 directly. Realizing our error, we canceled the separate April 14 booking and sent a request to adjust our existing reservation to April 14, departing on April 15. Additionally, we booked a night in May from the 14th to the 15th. The host confirmed the April date change and advised us to adjust it through Airbnb. Now, how do we proceed with making this change on the platform?

I had to cancel Booking HMARKAYN3Y because the search engine provided inaccurate results for my clear criteria of a whole place with 2 beds. The host actually offers one loft with a King size bed and requires an additional cost for a second bed, as per the email communication provided. Despite the error being on your server's end, I was charged 18.89 Euro erroneously, which I do not accept. I am requesting a full refund promptly. Thank you.

Dear Sirs, I would like to inquire about a series of Airbnb accommodations booked in the United States from September 20, [redacted], to November 1, [redacted]. My name is Michael B. and my friend's name is Patrick Z. The circumstances are as follows: Around September 11, [redacted], before my Airbnb stay, I suffered a serious injury while traveling in Canada. Consequently, following discussions with my travel insurance, I had to return home for immediate surgery. Unable to proceed with the trip, I could not stay in the Airbnb accommodations during the mentioned period. To facilitate my insurance claim assessment, I am instructed to contact Airbnb, provide a booking reference number, and inquire about any potential refund owed to me. Despite my absence, Patrick continued the trip and stayed at the Airbnb accommodations without cancellations. I understand that a refund may be unlikely, but clarification is needed for the insurance claim. An email confirmation stating this is necessary for submission to the insurance company. Could you please advise on the best way to request this information? Is there a centralized email address like [redacted] where I can provide the booking reference number and explanation, or should I contact each host individually? I appreciate your assistance. Michael

I am reaching out about a reservation issue for my friend, M. M., who has not received a response regarding the refund we are expecting after a bad experience at "The Ridge - Only minutes to town but in the woods" by Alexandra in Bloomington, IN. Upon arrival, we found a shed on fire despite the rainy weather, making us feel very unsafe. Although Alexandra initially seemed understanding, we haven't received a refund despite not staying and finding alternative accommodations. Disappointed with the lack of resolution and feeling mistreated by this situation.

Airbnb sent a notification indicating readiness to send payment, but the content actually requested the host to update account details. The host was surprised by Airbnb's decision to pause unusual payments to the account. Despite expecting payment, the host learned of delays due to Airbnb requiring hosts to report any changes. Currently, Airbnb is withholding funds, assuming the owner wants to confirm account details before proceeding with payouts. The host insists that account payout instructions should only be altered if the host makes the request. Unfortunately, attempts to contact Airbnb have been challenging, with phone calls unanswered and international contact numbers provided for Australia. The host disagrees with Airbnb's actions of holding the funds without a direct request to update account details, and now Airbnb states it will take 5 days to verify an unchanged account.

I reside in Edmonton, Alberta, Canada. The City of Edmonton recently enacted a bylaw mandating all short-term rental hosts, such as AirBnB, to obtain a business license to operate. I believe AirBnB should play a role in enforcing this rule by requiring listing hosts in Edmonton to have a valid and up-to-date business license. Failing to implement this simple measure incentivizes hosts to run an illegal business, putting their mortgages and insurance policies at risk. I urge you to address this issue promptly as it would benefit the entire AirBnB community by promoting proper operations and responsible hosting. Hosts who are willing to flout the law cannot be considered responsible and may lead to significant trouble for AirBnB in the future.

Hello, I'm a dedicated Airbnb enthusiast. I've enjoyed more than 50 stays through Airbnb, all resulting in outstanding reviews. Currently, I have a reservation from December 6th to 9th with Receipt ID: RC9WBFAEWC that I unfortunately need to cancel. The host, Col, typically enforces a Strict cancellation policy, but has kindly agreed to waive any penalties for this cancellation, although he expressed concerns about receiving a mark against his profile. Cleaning fees are typically refunded, and I understand that Airbnb's service fee can be refunded up to 3 times a year if canceled within 48 hours of booking and at least 14 days before check-in. Given Col's approval for a penalty-free cancellation, I kindly ask Airbnb to consider allowing this cancellation to proceed without any fees. Thank you, Andrew M.

I have a reservation for a condo in Toronto from 11/15/19-11/17/19 under Confirmation Code: HMAJPXC2CA that I made on August 15, [redacted]. The purpose of this trip was to attend a concert in Toronto on the night of 11/16. Unfortunately, the concert was cancelled on 10/24/19. I contacted the host on the AirBnB app multiple times on 10/24, 10/28, and 10/30 asking to waive the cancellation fee, which is over 40% of the original reservation cost. The host responded on 10/31, suggesting I reach out to AirBnB for the fee waiver as they are unable to assist. Due to the concert cancellation, I am no longer in need of the accommodation and would like to request a waiver or reduction of the cancellation fee. I appreciate your understanding given the timing and delay in host response. Thank you for your help.

During a recent trip to St. Louis, MO for a medical school interview, I encountered a disorganized and unsettling situation at the Airbnb I booked. Upon check-in on October 29th, the instructions were unclear, and I found strangers in the rooms assigned to me. Despite attempting to reach the host, who was unavailable, I was directed to a creepy basement suite resembling a scene from a horror movie. Feeling unsafe, I decided to sleep in my car that night instead. While the host partially refunded me $59 of the $74.05 cost, I am seeking a full refund and wish to highlight this concerning experience for the safety of future guests. Thank you for addressing this matter.