AirBnB Customer Service Issues

I planned a trip with my friends using Airbnb this weekend. We booked a small condo and later discovered the host would be staying with us. We were uncomfortable with this arrangement as we wanted a private stay. The information about the host sharing the space was buried at the bottom of a long list of house rules, which I missed initially. Disappointed, I canceled the reservation five days in advance, as per the policy, but the company is withholding my deposit. I have requested a refund within 24 hours, as we need to secure a different Airbnb for the weekend. If the refund is not processed, we will share our experience on social media.

I have noticed some discrepancies in cancellation policies recently. It appears that there may be additional fees involved in case of canceling or changing dates for bookings. This was not something I encountered when traveling in the US, unlike the UK where I require flexibility for occasional adjustments post-booking. If I am now expected to incur charges for making changes, it diminishes the value for me. As a regular Airbnb user, I hope that this is not the case. I have reduced my bookings through Airbnb due to these concerns. I am requesting a prompt response as I am currently planning an extended trip to Scotland. Thank you for addressing this matter.

Hello, I registered as a host on Air BnB yesterday, but I believe there are technical issues with my account. Before I published my apartment, the website automatically accepted a booking request from someone I did not approve. I'm unsure if this is an Air BnB policy or a technical glitch. I wasn't aware that Air BnB authorized bookings without my approval. I wouldn't have approved this individual since I intended to rent out my apartment for a 3-day period, not just 1 day. I promptly canceled the reservation but understand that I may face fines as a host. I'm reaching out to inquire about: 1) Possibly waiving the fees I'm facing as a host who canceled a reservation (since I didn't approve the request, I believe I shouldn't incur fees); 2) How to adjust my account settings to prevent automatic reservations without my consent. I value Air BnB but may reconsider hosting if reservations are auto-approved without my involvement. Thank you

Subject: Assistance Needed Accessing My Airbnb Account Dear Airbnb Team, I am the owner of an apartment in Buenos Aires, Argentina, currently residing in Germany. I have assigned Cynthia Rojas as the manager to oversee the property. The apartment is located at Guatemala [redacted]. The account is linked to my manager's email, [redacted], as she handles all guest communication. I am facing difficulty accessing the account as my manager is unable to provide me with the necessary code sent to her device for verification. I kindly request your help in resolving this issue promptly. I am happy to provide my purchase contract as proof of ownership. Prompt access to the account is crucial as I need to make important updates. Thank you for your assistance. Warm regards, S.L.

Hello, I have a reservation in London from August 10th - 13th, and I am unable to reach the host. Despite sending emails and texts, I have not received a response. I am worried as we are unsure of the check-in process, and the description of the space has been altered. Additionally, the second room we were promised seems to be partially booked, but I am uncertain. We will be on a cruise with limited access to communication from August 1st until our arrival. I am feeling very anxious about this situation. This is my first time using Airbnb, and although I am a Super Host with a $[redacted] trip credit to apply, I forgot to do so. I would like to know if it is still possible to redeem the credit at this stage.

Due to an emergency, canceling a reservation in New Orleans for Sept 1 has proven to be a challenge. Despite providing a month's notice, the host's policy only offers a 50% refund. Additionally, the customer service representative mentioned that even with a full refund, the service fee will not be reimbursed, which seems unfair. I am disappointed with this experience and do not plan on using this service again. Furthermore, my reservation in Colombia for July 19 turned into a nightmare. The host, Sebastian, was unauthorized to rent the place, resulting in wasted time, police involvement, and the need to find alternative accommodation. This situation is incredibly frustrating, and the assistance provided was inadequate. I am hoping for a prompt response regarding this pressing matter. Thank you.

When I reached the AirBnb, the host didn't respond to the intercom. Lacking a phone, I asked a local for help. Despite just requesting to let the host know of my arrival, the situation escalated. The host seemed upset, questioning how the local guy had her number and why I hadn't messaged her myself. I explained not having a phone and being older was a factor. She then abruptly handed me the phone and didn't personally assist me to enter. Later, the local man mentioned the legality of her rental situation, something I was unaware of. Due to heatstroke, I missed my initial night and informed the host through a friend. Although I was too unwell to travel as planned, I didn't cancel. Miscommunication occurred concerning a swimming invitation, as my health rapidly declined. When I finally arrived, the host reacted harshly, stating I was no longer welcome. Given the circumstances, I anticipate a refund for the nights I couldn't stay and had to secure alternative lodging. I never had the chance to meet Ingrid in person.

Regarding reservation # HMS4BRBMHY and receipt #[redacted], We had initially planned to stay from 7/2 to 8/7, but had to cut our stay short, leaving on 7/13. Our host was gracious and understanding about the situation. We paid $[redacted].10 for our stay and upon canceling the remaining reservation during our visit, our host, Zacarius, confirmed that we had fulfilled our financial commitment. We did not request a refund and Zacarius informed us that no additional payment is required. The payment issue mentioned, where my card was not accepted, was not due to an over-limit situation as suggested. As a loyal Airbnb user with a positive reputation, I am seeking clarification on any outstanding balance. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you.

I am employed at a property management company overseeing two AirBnB properties. Recently, the individual handling both properties was on vacation, leading us to attempt switching both properties' associated emails to ones I use for managing reservations and guest communications. Although AirBnB allowed one property to link to my work email, they did not permit the use of my personal email for the other, prompting us to find a workaround. Upon my colleague's return, one property is being handed back to her, leaving me in charge of the second property. We are encountering difficulties as we try to modify the emails for both properties again. In order to address these changes, we seek support from an AirBnB account specialist. For assistance, please reach out to one of us using the following contact information: Kris Parfitt (myself): [redacted], [redacted] Tammy Leland: [redacted], [redacted]

Dear Concerned Recipient, I am writing to address a couple of concerns. Firstly, when utilizing Airbnb previously, I have always made payments through the official website for security reasons. I am perplexed as to why I am now being asked to transfer funds directly to a personal account. Secondly, I attempted to locate the apartment on the website in order to peruse the reviews, as recommended, but I was unable to find either the rental listing or any reviews associated with it. Furthermore, I have been receiving emails from [redacted] Your prompt response regarding these matters would be greatly appreciated. Thank you for your attention to this matter. Best regards, S. F.

I made a reservation for Sion, Switzerland two months ago through Airbnb. Unfortunately, Airbnb cancelled my reservation just yesterday. I discovered that all the hotels in the area are fully booked except for two listings. The first declined my reservation, and the second didn't respond to my initial request two months ago. I made another reservation to secure a place, but then had to cancel one which resulted in a fee of over $[redacted]. It was quite surprising and disappointing to encounter this charge. I think Airbnb should consider refunding the fee as a form of compensation given the circumstances. It's frustrating to be left without accommodation so close to my trip. I feel it's unfair that I had to pay such a high fee for canceling within 24 hours, especially when I've been able to cancel hotel reservations without incurring any charges before. This experience has soured my opinion of Airbnb, and I will be sharing my story with friends to caution them.

Dear AirBnb, I recently made a reservation in San Mateo, but upon arrival, I discovered that the property was not as advertised and was situated in a rundown neighborhood with dumpsters right outside the window. Feeling uncomfortable, I canceled the reservation after 50 hours, rather than the required 48 hours. Although I have already rebooked a different property, I am disappointed to learn that I will only receive a 50% refund for the original stay. The host is set to pocket around $[redacted] for the misrepresented property. I acknowledge the policy regarding cancellations, but I believe my situation warrants an exception. I kindly request a full refund, excluding the AirBnb service fees, given the circumstances. Thank you for your understanding.

Hello, my name is Grant McCausland. This is the second time one of our paid hosts has canceled on us, leaving us in a difficult situation as we were supposed to stay in Tyoko with my wife and two young children in just one and a half weeks. I've changed my email address from [redacted] to [redacted] and also updated it on Facebook, but I'm not receiving the confirmation code from them. I would appreciate it if you could assist me in updating my email address so that I can receive information about my refund. I am hoping to receive a coupon equivalent to the refund amount as it will be challenging to find alternative accommodation so close to our trip. Thank you for your help.

Dear Airbnb Support, My brother and I recently reserved a Chalet in Fastenberg (Schladming, Austria) for [redacted] euros per night, as displayed on Airbnb. We have proof of this booking via screenshots. We are aware that Airbnb/EMMA FERIEN, the chalet owner, need to confirm the booking within 24 hours. However, we were informed today that the owner rejected our booking, stating the correct price is [redacted] euros per night. Unfortunately, our credit card details were already shared with Airbnb for payment processing before this price change. Despite contacting EMMA FERIEN, they offered a polite apology but no resolution. We are reaching out to Airbnb to inquire about any potential compensation for this situation. It seems unfair to advertise one price and then demand more than double the amount after the booking is made. Thank you for your assistance. Best regards, L.C. (Laurent Canniere) Email: [redacted]

Yesterday, my brother and I made a reservation for a Chalet in Fastenberg, Schladming, Austria through Airbnb. The listing showed a rate of [redacted] euros per night, and I have screenshots to prove it. I am aware that Airbnb or the owner (EMMA FERIEN) has 24 hours to confirm the booking. Unfortunately, the owner just informed us that the price displayed was incorrect, and the actual rate is [redacted] euros per night. We had already provided our credit card details to Airbnb for payment before being notified of the price change. Despite contacting Emma Ferien, they could only offer an apology. We are hoping Airbnb can provide us with some form of compensation for this situation. It seems unfair to initially advertise one price and then demand more than double the amount later on. Thank you for your assistance.

Yesterday, I had a family from France arrive at my property. I have two separate villas on the premises, each with different bookings. The family, who reserved the attic villa, mistakenly believed they would have exclusive use of the entire property. Upon realizing they would be sharing with another family in the basement villa and using the common areas, they became upset and confrontational. Despite our explanations, they refused to acknowledge the mix-up. They have since contacted Airbnb with two unacceptable demands: either have the other guests leave or stay for free. We have offered discounts and refunds, but they have rejected all solutions and have even resorted to making negative comments about the other family. Can we give them some time to find alternate accommodations and convey that their behavior is unwelcome?

Hello, I wanted to discuss three bookings made for the period of July 19-24, [redacted]. Initially, the first booking was canceled by the host after issues were raised. Subsequently, a second booking was made, but upon arrival, there was no key for the room. This reservation was canceled too. A third booking was then arranged but faced significant issues upon check-in. Despite sending photos of the problems, the booking was canceled. An attempt to return to the second booking was thwarted as the room was booked by someone else. After seeking assistance from the Airbnb representative, a refund was agreed upon. Following these incidents, a new room was booked independently. However, the refund has not been reflected in my Mastercard statements. I would appreciate it if you could look into this matter. Thank you. Werner F. [redacted]

Yesterday, I booked a home that was advertised as having three bedrooms and three beds, specifying a king, queen, and full bed. However, upon reviewing the pictures, I discovered that one of the "beds" was actually a sleeper sofa. I chose this rental specifically because it was listed with three actual beds, unlike another property that listed a sleeper sofa. I promptly cancelled my reservation within 8 hours of booking and noticed that the service fee of $[redacted].08 would not be refunded. I believe the discrepancy in the bed description misled me into booking this property and justifies a refund of the service fee. I have already reached out to the owner, who acknowledged the error and updated the description to accurately reflect the third bedroom as having a sleeper sofa. Given that the misleading advertisement was the sole reason for my cancellation, I believe a full refund of the service fee, along with any other associated costs, is warranted.

On August 7, [redacted], we planned to stay at a property hosted by Stephen in Malibu, CA. We were informed of a plumbing issue right before check-in and were asked to switch to a different unit nearby. Despite preparing meals and groceries, we agreed to move. Upon arrival, we were delayed and the substitute unit was disappointing. The balcony rails were rusted, and the living room trembled with each wave. We requested a refund due to safety concerns, but Stephen refused, citing lost rental opportunities. Although he offered a $[redacted].30 credit, only $1.27 was refunded by Airbnb after canceling the reservation. Attempts to contact Stephen have been unsuccessful.

I attempted to book a stay on the 15th of July [redacted] at the 'Charming Old [redacted]'s Cottage' in Gunning, NSW, managed by 'Carol.' Despite not receiving any response, I did not believe the booking was confirmed through Airbnb. Consequently, I did not stay at the location, but I was charged for the accommodation on the 17th of July [redacted]. Upon contacting Airbnb, the representative mentioned he could see the booking but was unable to assist as I could not provide the correct email address (I have two emails of which I shared both). Unfortunately, the call abruptly ended. I seek a resolution to this matter and request a refund of $[redacted].08 to my bank account. It seems the email Airbnb has on file might be outdated from my time with Telstra under a bigpond email address.