AirBnB Customer Service Issues

We arrived in Las Vegas on August 20 in the morning. I had made reservations with Deb, who was there with her intoxicated boyfriend. He began making inappropriate sexual comments and gestures towards my partner, expressing intentions to do indecent things. He even suggested pushing me into the pool to take advantage of the situation. We only stayed for a few hours before feeling extremely uncomfortable and scared of what Deb and her boyfriend might do. We quickly gathered our belongings and left urgently. I am seeking assistance to get a refund as we felt unsafe and didn't want to stay due to their disturbing behavior. Your help in resolving this matter would be greatly appreciated.

Dear Support Team, I am urgently seeking assistance with canceling a reservation scheduled from 9/27/18 to 9/30/18. Unfortunately, my phone was stolen, and my email linked to the reservation is inaccessible as it shows as blacked out on the host's page. The host advised me to cancel through AirBB directly. However, I am unable to do so because the security code for verification is being sent to my stolen phone. I am willing to provide any necessary contact information to reset my account and process the cancellation accordingly. Thank you for your attention to this matter. Best regards, Melanie Zobian (Note: The email on the account I cannot access is [redacted] The phone number, which is no longer active, was [redacted]. I made the deposit via PayPal.)

Dear all, Greetings, I am Adriana Henao writing to you from the Patio Hostel in Cali, Colombia. I have been a registered Airbnb user for eight months. I have been facing difficulties accessing the hostel's page; I cannot view the rooms, make any changes, or reply to customer messages. As a result, we are essentially blocked. It is crucial for both the hostel and Airbnb to resolve this issue. Additionally, our hostel's page falsely indicates that we offer breakfast when we do not, leading to recent guest complaints about this incorrect information. Thank you for your attention and I look forward to a prompt response to our concerns. Best regards, Adriana Henao Giraldo Administrator

I recently received two emails from Airbnb asking for payment for a trip that I have already completed and paid for last month. It seems there may have been a mistake in these payment requests. I am not accepting any additional payments. Thank you for your understanding. I have attached the emails I received from Airbnb for reference.

I made a reservation for a room in Hawaii for two nights from the 23rd to the 25th, but my stay was unbearable. Firstly, upon arrival, we noticed a gap between the windows that let in wind and rain during a severe hurricane. Secondly, the apartment was infested with pests in the kitchen, bathroom, and bedroom. Finding pest control spray on the dining table added to the disgust. The lack of response from the host regarding the check-in process and the unacceptable living conditions led my boyfriend and me to depart early and forfeit the second night. Despite our valid reasons, the host refuses to refund the cancellation. I urge for a full refund and can provide photos as evidence of the issues faced during our stay. Your assistance in resolving this matter is greatly appreciated. Thank you.

Hello, I reserved a stay at Eureka Guest House in Mumbai through Airbnb from October 1st to October 3rd on July 22nd. The host contacted me on August 8th, stating that they need to cancel the booking due to property repairs. I am facing inconvenience as I now have to find a new place at a potentially higher cost given the short notice. Furthermore, Airbnb will deduct a service charge of approximately RS [redacted] if I cancel. I am requesting a full refund of my booking amount, including the service charge. Additionally, I believe the host should compensate for the additional costs I might incur due to their cancellation. I kindly ask for assistance in resolving this matter promptly.

Hi, I'm Sameraa Ben el Fakir. I made a reservation for an apartment in Amsterdam at Prinsengracht 61 E, [redacted] EG. The owners are Elizabeth Gornall. Airbnb support, represented by Tamara Moore, communicated with me regarding the payment process. I haven't received the refunded money from Airbnb since August 20th. I am concerned as I have not had any response from them. Can someone please look into this for me? Thank you.

During our departure from our Airbnb in Rome, Italy, I inadvertently left my prescription sunglasses inside the apartment. I promptly contacted the host in hopes of retrieving them before our flight. The host mentioned she was not nearby but would have the cleaning crew search for them. However, despite offering to cover shipping costs or having a friend conveniently located in Rome retrieve them, I have not received any response. These are prescription Ray-Ban sunglasses, rendering them unusable to anyone else. I have exhausted my efforts and now seek Airbnb's assistance in resolving this matter. This incident has left me wary of using Airbnb again following this disappointing experience.

Dear Airbnb Team, I recently received a message on my phone from someone named Robert inquiring about renting my space. However, I do not have any listing associated with this phone number. Could you kindly check for any Airbnb listing linked to my phone number and share the details with me? I just want to ensure there has been no unauthorized access to my account. Thank you for your swift assistance. Best regards, Stephanie ______ These are the messages I have received on my phone over the past two days: New text message from [redacted] 3:21 AM (9 hours ago) [AIRBNB] Reply to Robert ...'s inquiry for Sep 4-19. You can still confirm this reservation: airbnb.com/z/q/[redacted]86

Hello, I have contacted my host three times regarding the cancellation of the reservation booked for Friday. Unfortunately, unforeseen circumstances have arisen, and we are unable to travel. I initially emailed on Wednesday, August 29th, well in advance of the booking date, before I knew there was a cancellation option available. I have since sent two more emails apologizing for the inconvenience and expressing my hope that the host can find another guest to replace us. However, I have not received a response from the host yet, and I am concerned about the possibility of not receiving a refund. I am reaching out for assistance in resolving this matter. I have an Airbnb account that I frequently use.

I came across an apartment for rent in New York on Airbnb. The host asked me to contact him via regular email first to confirm availability. Initially, I didn't realize I needed to sign up for Airbnb and failed to save the listing. When I wanted to book the dates, the listing disappeared from the Airbnb website. Now, I'm exchanging emails with the host, and he's requesting my profile link, which I am unsure about. This situation seems suspicious to me. The host's email is [redacted] I checked his host link, and I found he had an apartment listed in Italy with the same picture (albeit upside down) as the New York apartment, which is worrisome.

Hello, I wanted to share my experience from yesterday, 4 September [redacted], when my group arrived in New York City and found out our apartment reservation for 10 people was canceled. After reaching out to Rowena from Airbnb, she assisted us in finding an alternative place to stay. We had already paid for the original apartment back in January, which was more expensive than the one we are currently staying at. I am looking for a refund for the price difference. Rowena also offered to reimburse us $[redacted].00 for transportation costs, and we are hoping to be compensated for travel between Jersey City and NYC. Additionally, I am seeking reimbursement for the phone calls I had to make and the stress this situation has caused. Thank you, Denise S.

The recent booking for a stay in Chalmette, LA has been canceled. It seems this host has a history of canceling bookings, which can be concerning for guests. It would be beneficial for Airbnb to implement a policy that addresses hosts who frequently cancel reservations like this host. As a host of 7 Airbnb properties, I understand the importance of honoring reservations and providing a reliable service. It would be reassuring to see evidence of the fire damage and restoration at the property in question. If the host cannot provide this information, they should be prohibited from listing their property on Airbnb in the future. - Chris J.

I am currently considering several properties in Buenos Aires, Argentina for a one-month rental. I have a list of 6 properties in Recoleta that I need more information about, but I am unsure how to contact the owner or property manager to inquire. Also, while I specified Recoleta as my preferred area, I would like a more precise location such as a street or avenue as the Recoleta section is quite large. Lastly, is there a specific identifier for each property, like a number or name? The current descriptions are vague, like "Ultra Luxury 2 Bedroom" or "Huge and Well Located." Any assistance would be greatly appreciated. Thank you for your support. Regards, J.S.

Hello AirBnB, I would like to inquire about your host screening process for condo listings. I am part of a team managing a condominium in Manila with strict policies on short-term leases. We have security measures in place for our owners and tenants with a minimum 1-year lease. Short-term leasing violates our rules, and we are seeking assistance in halting these unauthorized activities. Can you assist in canceling any bookings if we provide our property's name and address? Thank you for your cooperation. Best regards, Aujean

Hello, I am Pieter B. from South Africa. We recently sold our apartment in Cape Town, listed on Airbnb, to Mr. Vincent J. The sale included existing bookings for the property. We need help transferring ownership on Airbnb to the new owner without losing current bookings. While we added his details temporarily, our account still reflects our personal information. Attempts to create a new account resulted in our old property details showing. This is urgent, and I can be reached at +[redacted]5, listed on our account. Thank you.

On 9/9/18, Airbnb informed me that my listings were temporarily paused due to 2 cancellations out of the 6 trips hosted in the past year. I am still responsible for existing reservations, but my listings won't be visible until reactivated. In my message on 9/10/18, I tried to explain the situation. Airbnb mistakenly took a conflicting booking for Hector while Saul had already reserved the place from Dec 24-Dec 31. Despite my efforts to resolve the conflict by informing Hector and trying to reschedule, I had to cancel Hector's reservation when he did not respond. I feel unfairly penalized for Airbnb's error. I felt stuck between inconveniencing Hector or Saul and am disappointed in the situation. I hope for a resolution and an apology from Airbnb. James Stephenson Village Green at Stowe (VT) Townhouse 3B

I booked a 2-night stay at an Airbnb for $90 from September 5th to September 7th. Upon arrival on the 5th, there was another guest in the room, and I was told it was Airbnb's fault. When checking in on the 6th, I was promised an extra day, but to my dismay, the room wasn't cleaned when I returned from work and another couple was in my room. They went through my personal belongings, threw my laundry on the floor, and even took my laptop. Despite multiple messages to Airbnb, no satisfactory resolution has been offered. I am deeply disappointed in the lack of service and respect.

I attended a seminar in Lesbos and had a reservation at Kipos Studios Apartments in Molyvos. Upon arrival, Elizabeth's parents, who run the place but only speak Greek, assisted everyone through gestures. Elizabeth manages communication with guests but wasn't on-site during my stay. I faced issues like no internet in my room and a leaky, noisy toilet. As I couldn't make local calls, WhatsApp was my only means of communication for arrangements and staying connected. Unfortunately, I couldn't convey the problems to Elizabeth's father. Struggling without internet for my seminar, I moved to another hotel, as there was no help available from her parents. Despite trying to reach Elizabeth before leaving, I had to depart early. Elizabeth mentioned I could have requested a different room for better internet, but I had no way of knowing this. I felt unfairly charged for the nights I didn't stay and hope for a fair resolution. Thanks, Daphne.

I've recently received an email regarding a password change on my Airbnb account. However, the change was not made by me, and the activity was noted in California while I am currently in Minnesota. This issue has occurred in the past, resulting in a negative review. I've attempted to address this matter previously without a successful resolution, and now it may impact my upcoming reservation. The reference number for the previous incident is HMF5DBAE2R.