AirBnB Customer Service Issues

1. My host cancelled our reservation for August 20 to 25, [redacted], in Carmel, CA. I had made this reservation over 6 months ago. Despite notifying the host it was Concourse week and emphasizing the challenge of finding alternative accommodations, they cancelled. As a result, we rebooked a studio on Airbnb, not the 2-bedroom house we initially had. This marks the second cancellation we've experienced for Concourse week in Carmel. Why did it take the host 6 months to realize they couldn't accommodate us, blaming Airbnb's policy on booking in Carmel for less than 30 days? 2. Has the trip been refunded yet, and if so, to which credit card? I haven't seen the credit reflected on mine. 3. I recently stayed in Cayucos, CA, from May 11 to 14 and left a detailed review, but it hasn't been posted. 4. If I rebooked another place in Carmel, would I receive double miles on Delta? 5. I am feeling frustrated with Airbnb and might explore other options.

I have an existing reservation for a trip to New Orleans next month. I have paid half as a deposit on my credit card, which is set to expire on 5/18. I updated my payment method on Airbnb with a new credit card, but I'm having trouble associating it with the existing reservation. I am worried that if Airbnb tries to charge the remaining amount to the old card after it expires, my reservation may be canceled. Can someone assist me in making sure the final payment is charged to my new card instead?

I was charged for a booking that was declined by the host on Airbnb. I received an email from Airbnb stating that a refund of ₹30,[redacted].25 has been issued for reservation HMMKPCK8EB at a Central cozy flat in Marylebone. Although they claim the refund is immediate, I have not seen the amount credited back to my account yet. I am seeking confirmation if this email from Airbnb is legitimate. Thank you. - S.P.

During Kristen's stay from June 4th to June 5th, there were significant issues with the premises. I found drug use, soiled sheets, and a mattress in poor condition. The towels were also stained. Kristen left before the cleaning was complete, and I discovered used syringes in the room. The situation escalated when I requested payment for damages, leading to confrontation. The unit requires extensive cleaning before our next guests arrive. I believe Kristen and her companion should take responsibility for the costs incurred and be prohibited from renting through Airbnb again. The total damages add up to $[redacted], including cleaning expenses and the loss of revenue from another booking.

Airbnb has canceled reservations from June through October, citing "registration wasn't approved" in San Francisco. We are currently at City Hall where our business license and short-term residential rental certificate STR-[redacted]29 are on file. Airbnb has canceled 28 reservations, and we request that these reservations be reinstated. We also request an apology for the inconvenience caused to the 28 customers whose funds were returned, and we ask for the opportunity for them to reserve the studio on their chosen dates. As Airbnb has removed all reservations from our site, we don't have access to customer information to apologize for the error. We hope Airbnb can address this issue promptly, as this impacts our income, mortgage payment, and livelihood. Thank you. Sue Willows-Raznikov.

Hello Airbnb CEO, I am Alex Tsui from Hong Kong, a frequent user and supporter of Airbnb. I truly admire the concept behind Airbnb, it's a hosting revolution! My family and I are planning a one-year travel adventure, and I believe Airbnb will be our top choice for accommodation. I am curious if Airbnb would consider supporting and sponsoring our year-long journey. Given the limited number of Chinese and Hong Kong families embarking on such trips, this could be an excellent opportunity for Airbnb to expand its presence in China and Asia. Once my trip is confirmed, I plan to engage with media outlets and press. Additionally, I have connections with two schools totaling [redacted] individuals and manage a Facebook page with [redacted] members. I intend to regularly share travel updates through videos, providing another platform to showcase Airbnb. I eagerly await your response and hope that my family and I can become part of the Airbnb community during our travels. Best regards, Alex Tsui

I am facing a hosting issue related to a former employee who still has access to reservation information through the Airbnb calendar sync. I have expressed concerns about their stability and wish to revoke their access to guest details for security reasons. Despite ongoing communication with customer service, the representative has requested screenshots to prove the access, which is challenging to provide. I was promised a callback hours ago, but have not received it yet. I believe resetting the calendar link or account may be necessary to address these security concerns. While no misuse has occurred, I want to prevent any potential issues. I am hoping to escalate this matter to a supervisor for a more effective resolution.

Dear Sir/Madam, I made a booking in Istanbul for my family and friends from June 13-18. In my reservation request, I clearly stated that I was booking on behalf of my friends. The host initially confirmed the reservation, but later informed us that they were unable to accommodate us and requested a cancellation. I suggested that if they were unable to accommodate us, they could have simply rejected the reservation instead of confirming it. If the place is still unavailable, the host should cancel the reservation, as this was not initiated from our side. Otherwise, the guests will proceed as planned. It seems the host changed their mind after confirmation and is insisting we cancel, which would result in a 50% fee loss. I believe this is unfair and kindly request your assistance in resolving this matter. Best regards, Ahmad S. G.

I tried to secure a rental for the 'Splendid Apartment in London from July 28 to Aug 7 with Margus L at 27 Litchfield St, London WC2H 9NJ. Margus informed me he doesn't accept credit cards but instead uses Airbnb for wire transfers. After providing basic information, Margus arranged the booking, and we received an email from longlease.application.airbnbo.us directing payment to an Airbnb account. Margus' partner, Gustavo, confirmed this as standard procedure. I contacted the toll-free number but couldn't obtain further clarification. I just seek assurance that Airbnb acknowledges my reservation to avoid any accommodation issues upon arrival in London. The provided booking number is B99631.

I have a reservation at Kenwood Coach House in Bronzeville, Chicago, Illinois, for October 18-21, [redacted], with confirmation number HM4Y5PFF59. In April, we paid half of the balance due. However, upon realizing the location doesn't meet our needs, I considered canceling for the first time, being regular Airbnb renters with great reviews. Despite the cancellation policy indicating a $17 refund out of $[redacted].61, I reached out to the host, Lori, via email and text for clarification since we were still over three months away from our stay. Unfortunately, there has been no response from Lori, causing confusion and concern regarding the refund amount. Your help in resolving this issue and understanding the policy would be greatly appreciated.

Regarding reservation# HM8NMPTFB: I made a booking for an apartment at 2 Greville Road, Flat [redacted], London, NW6 5HT, UK on June 3, [redacted], and paid half of the fee, Euros [redacted].48, via Visa. The reservation was canceled via SMS on June 7th, even though no reason was given. I was later informed that the remaining payment would be charged on June 12th. Despite trying to contact you, I received no response and the initial payment wasn't refunded. Please process the refund promptly and refrain from charging my card tomorrow. This incident has disrupted my London trip, causing inconvenience as I now have to look for alternative accommodation for June 21st to July 3rd. The location of the canceled booking was perfect for my daily commute, being only a 5-minute walk from my destination. Your urgent attention to this matter is appreciated. Thank you.

Dear AirBnB Owner, I hope this message finds you well. I regret to inform you that I am unable to proceed with my reservation due to a family emergency. My grandmother recently passed away after a brave battle with cancer. As a result, I need to fly out of the country to be with my family during this difficult time. I understand the inconvenience this may cause, and I kindly ask if there is any possibility of a refund for the amount I have already paid. Any assistance in this matter would be greatly appreciated, as it would help cover some of the funeral expenses. I appreciate your understanding and thank you for accommodating my stay in your home. Warm regards, Vicky

Hi there, My account is [redacted], and I go by Lu, a super host with 6 listings. I need assistance with the following issues: 1. Since early May, none of my 6 listings are showing up in search results despite them being listed in my account. I haven't received any bookings in over a month, and despite reaching out to Airbnb, I haven't heard back from the tech team. 2. There is a pending payment of $[redacted].78 AUD in my account since May 9, [redacted], which I suspect is related to the first issue. I hope to receive a response from you soon.

Hello, I am Lu, a super host with 6 listings under my account [redacted] Since early May, my listings have mysteriously disappeared from the search engine. Even though they are marked as "listed" on my account, I haven't received any bookings in over a month. I contacted Airbnb multiple times, but no response from the tech team. Additionally, there's a pending payment of $[redacted].78 AUD since May 9, [redacted], which I believe is related to the listing issue. I'm eager to resolve this problem swiftly so I can resume hosting. Looking forward to your prompt assistance. Best regards, Lu

Hello, I am Lu, an Airbnb super host with 6 listings under my account [redacted] Recently, I have been facing issues with my listings. Since early May, my listings have mysteriously disappeared from the search engine. When I check my account, all 6 listings are marked as "listed." I haven't received any bookings in a month, and despite reaching out to Airbnb, I have not heard back from the tech team. Additionally, there is a pending payment of $[redacted].78 AUD since May 9, [redacted], possibly related to the listing issue. Please contact me via the provided email address as soon as possible. Thank you.

Hello, I am Lu, an experienced super host on Airbnb with six listings connected to my account under email [redacted] I'm facing an issue where all of my listings have mysteriously stopped showing up on the search engine since early May. Despite them being listed and active in my account, I have not received any bookings for a month now. I have reached out to Airbnb multiple times, but have not heard back from their tech team regarding this problem. Additionally, there is a pending payment of $[redacted].78 AUD since May 9, [redacted], and it seems to be related to the listing visibility issue. I am hoping to receive a prompt response and assistance in resolving these matters. Thank you.

Hello, I recently reported a review that is affecting my listing. I have been hosting for a year and a half, and my past reviews can prove that the claims made are untrue. For example, the guest in question stated that the windows in my property did not open, but she simply did not know how to open them. Also, she mentioned bed bugs, but we have protective covers on the beds and routinely spray to prevent any issues. The guest also complained about bugs due to the natural surroundings, even though we advise guests about this in advance. When my assistant interacted with her, she never raised any of these concerns, and the guest did not respond when I reached out. I find it unfair to have such inaccurate reviews on my page. I had a similar experience in the past where a guest criticized the former host, but the review was not removed. I have asked the current guest for evidence of bed bug bites, but she has not provided any. I am diligent about maintaining a bug-free property and do not want false information damaging my reputation. Thank you.

I have noticed that Airbnb has not been deducting the mandatory lodging taxes from my bookings, and they claimed they remit these payments to the Palm Springs city. Despite their assurances, I have recently received overdue notices from the city indicating they have not received any funds and do not have an account associated with Airbnb. When I contacted Airbnb about this issue a week ago, they seemed uninformed. The outstanding taxes, along with late fees, must be settled immediately. Airbnb must address this situation promptly, as they assured me they were managing it correctly. I am unable to cover these expenses, and Palm Springs authorities are demanding immediate payment. I am awaiting Airbnb's promised callback after they elevated this matter due to its urgency.

Hello, I am following up regarding the email sent on Friday, June 8th. You mentioned that a verification deposit of 1 cent would be made to my bank account. I noticed the 1 cent deposit on June 11th. As per your instructions, upon successful deposit of the 1 cent, the rest of the payment owed to me (over [redacted] euros) should follow within 2 days. Today, on June 19th, I visited the bank and confirmed the 1 cent deposit, but unfortunately, the remaining amount due to me has not been received. This is causing me concern. Can you please address this promptly? A phone call would be greatly appreciated. I have confidence in your prompt attention to this matter, as always. Thank you for the opportunity to host on Airbnb. Regards, AG.

Hello, I am experiencing an issue with the pool at my Airbnb property. We are fully booked for July, and as a superhost, I require assistance in canceling our bookings for the month without any penalties due to an uncontrollable situation. The pool has a major leak and must be emptied, but during Ramadan, repairs are delayed, impacting my guests' experience. Despite previously contacting Airbnb about this, I am currently unable to locate the contact number. While in Indonesia myself, I am unable to resolve the problem promptly. I recently had to cancel a guest's booking, and despite offering assistance, the situation has escalated negatively. I am distressed by this and urgently request contact from a representative. Please reach me at my Indonesian number: +[redacted][redacted]. Thank you, Shelley.