AirBnB Customer Service Issues

Hello, I have a reservation with your company for an apartment in Rio from February 14 to the 28th with host Gerardo. Unfortunately, all our conversations and the payment confirmation seem to have disappeared from the website. Can you assist me with this matter? Thank you.

Hello, I had a reservation last night at an exclusive city center apartment but encountered an issue checking in due to the host. Despite my efforts to reach out for check-in instructions, the host ignored me all night, leaving me without a place to stay and forcing me to sleep in my car. The property lacked a reception or doorman, requiring entry with a key. My card was charged £[redacted].64, and I am seeking a full refund from the host. After looking at the host's reviews, it seems I am not the only guest facing this problem. I believe actions should be taken to address these issues and ensure a fair experience for all customers using Airbnb. I look forward to hearing from you soon. Best regards

My name is ITL (Im Tee Lim, or Lim Im Tee as in my passport). I have been informed multiple times that my selfie photo does not match my passport photo. Despite sending at least 6 photos, the issue persists. I contacted customer support and was supposed to be contacted by a specialist team, but the assistance provided was unrelated to my problem. Sapphire Management informed me that my booking was cancelled even though I authorized the deposit. I am concerned about the status of my reservation for a 2-bedroom, 2-bathroom flat in Earl's Court.

Hi, I need assistance resolving an issue with my email address. I can no longer access the email linked to my account, [redacted] This prevents me from receiving a password reset. I would like to update my email to [redacted] to continue using my existing profile for bookings. Please ask me security questions to confirm my identity and update my email. My ID number is [redacted][redacted], and my mobile number is +27 72 [redacted]. Thanks, Erin Brown (previously Erin Sasman)

I made a reservation with a host but later found a slightly larger and more comfortable location offered by the same host. They agreed to switch my reservation. I wanted to secure the new booking before cancelling the initial one. After booking the new location for the same days, I found out Airbnb would not refund their Service Fee as promised. The host recommended contacting customer service to resolve this. She fully supports the reservation change. Can you assist me in obtaining the full refund? Thank you, S.

Subject: Assistance Needed for Medical Emergency and Financial Hardship Hello, I am reaching out for guidance during a difficult time. As a long-time travel nurse, specializing in caring for Quadriplegic patients, I have recently faced unforeseen medical and financial challenges. My wife, a new mother, underwent surgery for a possible special needs newborn, and shortly after discharge, we were involved in a car accident that left us injured. This incident has left me unable to work, leaving me struggling to provide for my family which includes my wife, two children, and my disabled mother who suffers from various health conditions like Peripheral Neuropathy and heart murmurs. I am currently seeking assistance with our rent until I am able to recover and return to work. If there are resources available through your connection with [redacted] or if you can direct me to relevant support services, please reach out to me via email at [redacted] Thank you for any help you can offer during this challenging time. Best regards, Anthony Smith

Dear Airbnb Team, I am interested in potentially using Airbnb for a long-term rental. I recently received an email about a possible rental opportunity and wanted to confirm if this is a legitimate offer or a scam. The sender mentioned that they have used Airbnb for rentals in the past, highlighting the protection it offers to both guests and hosts. They outlined a process that involves providing personal information, making a payment guarantee through Airbnb, receiving keys via courier, and signing a contract. Could you please advise if this process aligns with Airbnb's guidelines and if it is safe to proceed with this rental opportunity? Thank you for your assistance. Best regards, Gabriella Huri

Dear Support Team, I am seeking assistance with a booking issue on Airbnb. I mistakenly reserved accommodation in a different location due to a design flaw in the search options. The booking code is HMADCMPDKR. I have corresponded with the owner, Gilbert, who acknowledged the error but mentioned Airbnb's payment policy. Can you advise on resolving this situation if the owner agrees to cancel? Thank you, Sincerely, Svetlana

I made a reservation with Mark and Esther using confirmation number HMAQWAYEWA on Sunday. They offer a 24-hour free cancellation policy. On Monday, I tried to modify the reservation to a three-day stay, but their response came late at night when I was already in bed. The conversation about changing it to a week-long stay did not go as expected on Tuesday. By 3:07 p.m. that day, I found out I couldn't make the change I requested and was asked by the host to cancel from my side. I was charged a $[redacted] fee (which seems reasonable) along with a nonrefundable booking fee of $[redacted], despite my efforts to modify well within the cancellation period. I'm inquiring whether, upon reviewing our communication, a free cancellation can be granted since I intended to stay for three nights, not seven. Additionally, I'm concerned about the potential repercussions of multiple cancellations this year due to various life changes.

I am facing false accusations of damages at a property we did not cause. No inventory was taken during check-in or departure. The host had a friend check us in, and after our stay, they shared photos of damages and demanded payment via my personal number, outside of Airbnb. They accused us of having parties, but I have witnesses to prove our innocence. We are a family of five and decent individuals. This was my first Airbnb experience, and due to safety concerns, I have deactivated my account. I will stick to other booking platforms in the future. In my review, I mentioned the well-equipped apartment but advised others to ensure a walkthrough. The host claimed an inventory check was done, which was not the case. The property lacks an outside lock, raising security issues. Additionally, the WiFi code wasn't provided, and the TV didn't work as expected.

Hello, I rented an Airbnb from this owner at another location for 3 weeks previously. After that, I agreed to a 6-month rental at another property of theirs, where I currently reside. Transitioning from the first location where I received excellent service to this one, the level of service has fallen considerably. Despite my requests for assistance, the owners have declined, stating no prior complaints. The internet connection at this new property is very slow, less than 1 megabit/second shared among 4-5 apartments, compared to the previous 30 megabits/second. If this persists, I wish to terminate my 6-month lease and relocate within Guadalajara. Could you please help in addressing this issue with the owner or aiding in my relocation? Thank you.

I am experiencing a problem with my account due to a rental property in New Zealand, which I have never visited or listed. Despite attempts to resolve the issue over the phone, I remain blocked from accessing help online because of my deactivated account. This situation, caused by your company, is frustrating. I kindly request a representative from the relevant department to contact me at [redacted]. This issue started years ago when I began receiving rental requests for a property I did not list on your platform. I thought it was resolved 1-2 years ago. Please correct this mistake promptly, or delete the erroneous information and my account. If this is not resolved, I will consider using VRBO instead.

The HOA is pressuring us regarding short-term rentals of our property for less than 30 days, threatening a $50.00 daily fine. We've already paid Sacramento around $[redacted].00 for the necessary rental permit and business tax. We need advice on avoiding HOA detection. One idea is to offer the house as a complimentary stay without a formal rental agreement, considering guests as personal visitors. Later, we could request contributions for a charitable fund we'll establish. Any suggestions on the fund type or organization for the donations would be appreciated. Operating without a rental contract could bypass the HOA rule, similar to hosting family and friends without restrictions. Grateful for any feedback or ideas you can provide.

Yesterday, on November 16, [redacted], around 9 a.m., I reserved a room at 'Mitch&Mike' for a 3 p.m. check-in. Despite reaching out for confirmation, I did not receive any response before the check-in time. Eventually, I booked another room elsewhere due to the lack of communication. Unexpectedly, I received a confirmation from 'Mitch&Mike' at 3:15 p.m., which I could not promptly cancel due to my busy schedule. I informed 'Mitch&Mike' that I had made alternative arrangements as a result of the delayed confirmation. They explained that they are required to accept pending requests to avoid penalties, even if they could have declined it initially. They have offered to refund half of the total amount within thirty days, citing the Airbnb cancellation policy. They also mentioned a quicker refund in exchange for a positive review, threatening to withhold it if a negative review is given. I am yet to comply with their request for a good review. I seek assistance in this matter as the refunded amount holds significant value to me. Thank you for your attention.

Francis, Maureen did offer me a 50% refund, which I accepted. My son and daughter witnessed this offer. We were shocked by the messy state of the house. Despite Maureen suggesting we arrive at 12:30 pm, we were there at 1:30 pm, only stayed for 10 minutes, then left for a funeral. When my elderly mother fell ill and my children returned for her medication, they found Maureen about to leave on her scooter with the house wide open. While some tidying had been done like making the beds and sweeping the floors, the main bedroom's air conditioning still didn't work, and there were lingering electrical issues. We chose not to stay as it was not what we had paid for and drove back home that night, a 5-hour journey. I hope others don't have a similar experience. Maureen needs to address these issues before hosting guests again.

The host's behavior was unacceptable. When we contacted him for lock box details, he threatened to remove us and didn't inform the condo about using Airbnb. After blocking our number, we discovered the Toronto Airbnb at 65 Bremner Ave. It's in a great spot, but the unit had a bad smell. The trash can was full of food and beer cans from the last guest. Essential items like pots, pans, toilet paper, and towels were missing. Parking cost us $90 since the host's pass for the garage was broken and unusable. On top of all that, the couch had nail clippings on it, which was really unpleasant.

I recently made a reservation on Airbnb in Paris for New Year's Eve, and I am currently waiting for the confirmation email. However, I encountered an issue while trying to update my contact email to my current one. The email they have on file is outdated, and I no longer have access to it. When attempting to change my password, Facebook verification was required, but the process was unsuccessful, leading me to unlink Facebook from my account. Now, I am locked out of my Airbnb account because the password reset link was sent to the old email address that I can't access. I need Airbnb to send the password reset link to my current email address and update my contact information accordingly. This way, I can create a new password and regain access to my account to manage my reservation effectively. Your assistance in resolving this issue would be greatly appreciated. Thank you.

My host recently informed me that the property I booked is unavailable due to maintenance issues with the roof causing a leak in the apartment. They apologized for the inconvenience and offered an alternative property located at 11 Lexham Gardens, W8 5JJ, London. The new apartment has three bedrooms, a spacious living and dining area, a modern kitchen, and bathrooms. They provided a link to view the alternative property and are waiting for my confirmation.

My husband and I stayed at listing R[redacted]1 in October this year. We were very disappointed with the accommodations. We weren't informed until that day that it was the basement unit, nor did we know the owner was living upstairs. Upon arrival, we found the toilet dirty and had to clean it ourselves. The lack of a thermostat in the unit was inconvenient as the owner controlled the heat from upstairs. Additionally, one of the beds was missing a top sheet. We felt the unit was unclean and ended up leaving a day early to stay in a hotel. When we requested a partial refund for the last day and the cleaning fee, the owner insisted the basement was clean and questioned why we didn't take a photo of the toilet. We believe the description of the rental was misleading. We hope you verify reviews because our experience did not match what was portrayed. We were very disappointed with our first Airbnb experience. If you'd like to see photos I took, please let me know. Thank you, Anne Madden.

Hi, this is Mia. I recently received an email from Airbnb regarding updating my banking details for payouts. Despite attempting to update the information on the site using my BSB and account number, the system did not accept the changes. I have not yet received the funds or any response after replying to the email. Can you assist me in resolving this issue and provide guidance on receiving the payment in my previous account? Thank you, Mia.