AirBnB Customer Service Issues

I reserved an Airbnb in St. Louis for a fencing competition with my daughters, aged 16 and 11. We were surprised to find the building was under renovation, which the host had not mentioned. Dust was everywhere, both in the stairwell and inside the apartment. The building was empty except for loud workers in the other units, making us feel very uneasy. I informed the owner who offered to send a cleaner, but I declined due to safety concerns. Now I'm requesting a $[redacted] refund, which she's refusing to provide. I'm seeking assistance to get my money back and have the apartment removed from the listing until the renovations are finished.

I am encountering difficulties when trying to respond to inquiries. Issue: After attempting to accept or decline an inquiry, I am redirected to a page displaying the message "YOU DO NOT HAVE ACCESS TO THIS THREAD," causing confusion. This has led to confirmed reservations that I was not informed about, resulting in chaos as I am unable to follow up on the inquiries. I REQUIRE THE ABILITY TO: 1) Respond to inquiries by accepting or declining and communicate with guests regarding access details and arrival times. 2) Update the physical address of the property. 3) Include a cleanup charge. 4) Receive all inquiries and notifications simultaneously at both email addresses: [redacted] [redacted] I kindly request assistance in resolving this issue promptly, as several guests have been inconvenienced. Thank you.

I am inquiring about the legitimacy of the message I received from the host regarding the rental terms. The host stated that a minimum stay of 2 months up to 5 years is required with the option to renew. They mentioned making payment for the first month's rent and security deposit through Airbnb, after which an inspection will be scheduled for me to receive the keys and rental agreement to view the apartment. The host claimed that the initial payment is [redacted]% refundable if I am not satisfied with the apartment. They instructed that after viewing the apartment, I should inform Airbnb of my decision to either take or reject it, and if rejected, I would receive a refund. The host mentioned this procedure is in accordance with Airbnb's policy. Additional information provided is www.airbnb.com/rooms/[redacted]35. Kind regards.

Hello, I recently posted my home on your website last night. It is located in a unique gated neighborhood in Maui. Unfortunately, the search engine does not allow me to search by the neighborhood name, Puamana. Instead, I had to search by street names to find 38 properties listed in this area. When attempting to search for Puamana, it automatically corrects to Puamana Place, a road in Kahana. I see that you include other neighborhoods like Maui Meadows. Could you please add the option to search for "Puamana" as well? Thank you.

Hello, I work as a housekeeper for a host through your company. There has been a misunderstanding regarding the cleaning fees and schedules. I travel a long distance to the host's house, and despite my efforts, there have been issues with payment and accusations of incomplete work. I have evidence of our agreements, texts, and the work I have completed. I am hoping for a fair resolution to this situation. Thank you for your attention. - B.H.

Our host apparently forgot about our reservation, resulting in a delayed check-in process. The property lacked essential amenities like WiFi, cable, and even had unused appliances still in packaging. Discovering these issues post-check-in led to us canceling. Despite being assured a full refund from the manager via Customer Service, we are still waiting for the $[redacted].71 refund promised. Multiple attempts to reach out to the host, So Be, have been met with no response or resolution in sight.

I have a concern about a potential guest who seemed suspicious while trying to book my place. I followed my instincts and declined the request, blocking off the dates. Now, the person is contacting me via text on my iPhone, suggesting a meet-up while he is in town staying elsewhere. It seems he may be confused about the nature of Airbnb. I am considering temporarily shutting down my listing. I have guests arriving on August 17th, and I intend to cancel their reservation. I have also blocked my calendar until I resolve this situation. How should I professionally handle the existing reservation for the guests arriving in August? I want to ensure they have enough time to find alternative accommodation. Thank you, Shay

Due to unforeseen circumstances, my reservation for July 8-9 had to be canceled after the previous guest damaged the toilet. Although I selected "Other reason" for cancellation, I was informed that I would not be eligible for a refund. The host, Gian Carlo, kindly offered a full refund of $[redacted].74, but only received [redacted].51 euro (approximately $[redacted]). I utilized the resolution center and requested a refund of up to $[redacted].57 as allowed. According to Airbnb's policy, I should be eligible for up to 3 fully refundable bookings per year. I am seeking a full refund as this situation was completely out of my control. For more details, you can refer to the booking and communication with Host Gian Carlo for "Apartament Lugano center" using the link provided.

After making a booking on Airbnb, I received a welcome message with detailed instructions on accessing the apartment. The message included advice on how to interact with the doormen and mentioned potential questioning. Subsequently, I received a questionnaire where I expressed feeling uneasy about the situation and requested a call, but it has been several days with no response. I was concerned about the "no on site luggage storage" mentioned and hoped the phone call would clarify if I could bring my suitcases to the room. I tried contacting the office manager without success. I am still waiting for answers and assistance regarding these issues.

Hello, I recently cancelled my booking under the reference HM82RA4X5E just 3 hours after making the reservation with the intention of extending the duration. Unfortunately, the original room was unavailable, so I selected a different room at the same location, albeit at a higher rate, and proceeded to cancel the initial booking. I noticed that I was not refunded the Airbnb fees due to another concurrent booking. I am a bit disappointed by this as I actually increased my overall booking. In hindsight, it seems unfair that I did not receive a full refund, especially considering that had I cancelled the first booking before making the second one, I would have been reimbursed entirely. I appreciate your assistance and understanding in this matter. The fees involved are relatively low (approximately 11€), but I am disheartened to lose money despite making multiple Airbnb reservations today and carefully reviewing the cancellation policy within the 48-hour window. Thank you, Denis PICARD

I am experiencing difficulties scanning my ID using your app. The Passport box is too small to properly match the document, and the driver’s license scan was unsuccessful. I have booked with you many times in the past and would like to book by phone at 1 [redacted]. I had to use booking.com for my second working week due to the new ID matching requirement. I tried to send new pictures to match the old ID on file but was unsuccessful. Now, I need to make a third-week booking but am facing challenges with the ID scanning process on the app. Can I proceed with the booking over the phone? Feel free to contact me via email at [redacted] or [redacted]

Subject: Payment Discrepancies on Visa Card for Spain & Portugal Accommodations Dear Sir, I am reaching out regarding recent reservations I made through AirBNB and the corresponding charges on my Visa Card. I have noticed discrepancies in the following charges: - 9/6/[redacted] - $[redacted].27 - 11/6/[redacted] - $[redacted].69 - 13/6/[redacted] - $[redacted].30 These amounts do not match the reservations I made, with most being charged and a few resulting in fees and refunds. The outstanding balance is for accommodation in Madrid, where I have paid half and expect the remainder to be charged on 12/8/[redacted]. I kindly request clarification on these charges or, if they are incorrect, a credit to be issued to my Visa Account. If this email was not directed to the appropriate contact, please advise so I can resend it accordingly. Best regards, M. Thompson

The review my Airbnb host left is inaccurate. They claimed we left a mess, stained the duvet, and checked out late. We only used the room for sleeping, didn't use the kitchen or living room. The trash was in the bin, and sheets neatly folded on the bed. We left before 11 am; I have a Lyft receipt to prove it. The host's claim of someone in the shower in the afternoon is false. Initially, we found dirty towels, and the host blamed the new cleaning lady. Not sure if it's the cleaning lady or a made-up story, but the review isn't fair. All my previous stays had positive experiences. I request the review be removed or revised as it's unjust to be judged for things that didn't occur. Please advise on the next steps. Thank you!

I reached out to Antonio at 7:44 am on Monday requesting a booking. I provided my credit card information before sending the request. After waiting for 2 hours with no response, I had to find an alternative place to stay and used my last $60 in cash. Antonio messaged me 2 1/2 hours later confirming the booking, claiming he was unable to respond earlier because he was grocery shopping. Unfortunately, he charged my credit card, putting me over the limit with added interest fees. He advised me to cancel for a partial refund, but I am left with financial difficulties and no place to stay. I am a senior on a fixed income in NYC, feeling scammed and stranded due to his actions. I hope for a resolution by the end of the day and trust that this matter can be resolved promptly. I believed Airbnb was a trustworthy platform for budget travelers, but this experience has been distressing. I fear others might fall victim to similar scams orchestrated by Antonio, and I am considering escalating this issue to higher authorities for intervention. Dawn L Woodley

I reserved a home for 6 nights, but I'm facing a couple of issues with it. My two kids are with me, and since there are no TVs, we were relying on WiFi for their entertainment and for my work on my laptop. Coming from the States, we don't have cell phone service here, making it crucial for us to have working WiFi to stay in touch with our families. Despite reaching out to the homeowner multiple times, I have yet to receive a response regarding the WiFi problem. The rental was chosen specifically for the advertised WiFi, but we are not receiving the service we expected. I'm not looking for a refund but need the WiFi fixed for work and entertainment purposes, or we may need to consider switching accommodations. Thank you.

Upon arriving at the Airbnb located at [redacted] Lake Drive #2, Singer Island, FL on Tuesday, July 3, [redacted], we immediately noticed a strong smell of mildew or mold inside. In one of the bathrooms, there was a bucket of moisture remover propping open a door. After being inside for 20 minutes, I developed a severe headache and had to step outside to contact our host, Gino. Gino was understanding and refunded our money; however, we have not received the full amount back, which seems to be related to the Airbnb fees. We are requesting a refund of $80.64, as we did not stay at the location at all. Please process this refund promptly. Thank you.

I reached out to the owner but haven't received a response yet. I want to discuss the lack of running water and the disappointing state of the rental. The bathroom had a bad smell upon arrival, and the space doesn't match the pictures shown in the listing. Today, we faced a three-hour water outage, causing inconvenience. I, representing rafika's daughter, would appreciate understanding and discussing possible compensation for the unmet expectations.

Upon our arrival, we noticed several vehicles outside the house, indicating that there were still guests present. Upon further investigation in the backyard, we discovered multiple families using the space we had rented for a weekend getaway. We had hoped for a relaxing stay with friends but instead found ourselves sharing the property with unexpected occupants. The rental was advertised as a studio apartment, but lacks a kitchen and resembles more of a basement with beds scattered around. The misleading description made it unsuitable for our needs, and we have been unsuccessful in reaching the property owners, waiting on hold for over 20 minutes while the other tenants have been in touch with them. We are disappointed and feel deceived, seeking a full refund for this unprofessional experience. The lack of transparency, coupled with the discovery of two other families sharing the space without prior notice, has left us dissatisfied and uncomfortable. The host's response has been inadequate, and the condition of the accommodation, including bugs, a leaking shower, and a misleading representation compared to the photos, is unacceptable.

I cancelled a reservation with a strict cancellation policy over a month before our stay. The host agreed to refund me if she rented the apartment for the same dates. I checked the rental on Airbnb, and it's no longer available. Despite multiple emails to the host for an update, she hasn't replied. I hope Airbnb can assist. The host agreed to refund me but isn't responding now. If she rented the apartment, she may be exploiting the policy for profit. As a long-term Airbnb member, I've been accommodating to renters and their requests. I feel the host is taking advantage of me by not replying to my emails. Thank you.

Upon arriving in Brentwood Los Angeles, our Airbnb experience has been rather troublesome. Entering the apartment meant for four people, we found only two towels, one for the pool and one for the shower. To our dismay, the bath mat was already damp upon arrival. The so-called "floor mattress" turned out to be just a mattress cover with bloodstains, seemingly taken from the king bed. The condition of the king bed itself was questionable, feeling more like a box spring than a mattress. The additional towels provided were insufficient in size, some smaller than hand towels. Despite the appealing exterior of the building, the interior did not meet our expectations at all. A refund or a relocation to a better accommodation would be greatly appreciated.