AirBnB Customer Service Issues

To Whom It May Concern, I saw an ad on your website for a property that caught my interest. After contacting the landlord, we agreed to rent it for a month through Airbnb with a special discount for committing to a year. We communicated with the landlord via WhatsApp, and both my friend and I transferred the first month's rent and security deposit to the landlord's bank account linked to Airbnb. We were assured that once the money was received, the keys would be sent via DHL. However, after the payment, the landlord changed numbers but contacted us with the new one. Despite our inquiries, the landlord ignored our messages. We are now worried as we have paid but received nothing. We are seeking a prompt refund. Enclosed is the official billing receipt and the apartment's link. Your assistance in resolving this matter is appreciated as we are upset by this fraudulent situation.

Hello, I am reaching out for the third time regarding my Airbnb booking issue. After booking a place with Ali Esme, I realized they did not accommodate two single beds as I needed. Ali Esme charged the full amount immediately, and as I decided to cancel due to the bed situation, I am supposed to receive a refund minus the booking fee. However, the refund of Euro [redacted].62 has not appeared on my Visa account in Australia yet. I was told it would take up to 15 days, which has now passed. Despite the host claiming they canceled my reservation promptly, the refund has not reached me. In the meantime, I have booked an alternate apartment successfully. I am eager to know when I can expect the refund. Thank you, Marianne S.

I booked a reservation for a shared house at Gaia Surf House in Villa Nova de Gaia, Portugal. Unfortunately, the host has not responded, leading to my reservation being marked as "expired." Despite this, I am eager to still stay at the property. I have reached out to the host and am patiently awaiting a reply. I kindly request Airbnb's assistance in providing me with alternative ways to communicate with the host. Additionally, I would greatly appreciate it if the status of my reservation could be updated to active. In case I cannot reach the host, I would like Airbnb to supply me with the address of the house so I can try to contact the host through other guests present at the location.

Hello, Our group recently discovered that the host made significant changes to the listing on Airbnb after we had already paid, without any notification. Initially, the listing stated "Full apartment/house," which was a key factor in our decision to book the accommodation. However, upon revisiting the listing, we found that it now states "Private room." Despite having no prior knowledge of this alteration, we were only informed that we would be sharing the house with the host a few hours ago, after inquiring about it. This contradicts the original listing indicating a "Full apartment/house." Additionally, the host's request for us to water plants in the listing implies that she would not be present in the house during our stay, which seems misleading given the new information shared with us. We are seeking clarification on whether the host can make such changes without warning and without honoring the original booking terms outlined in our receipt.

I appreciate your feedback, and I am seeking a refund for our stay. The issues we encountered during our visit include flies in the house, no water for over 36 hours, toilets not flushing, a pool that we were advised not to swim in, maintenance arriving late in the evening, a malfunctioning dishwasher, broken furniture, unhygienic conditions for using a breast pump resulting in wasted milk, limited access to basic sanitation facilities, overflowing trash, lack of drinking water, a faulty fireplace, clothing left in the family room, trash in the closet, and dirty floors despite a no-shoes rule. These problems greatly affected our experience. I am eagerly awaiting further information on the refund process. Thank you. - C.

Hello, I need assistance regarding 2 Paris Crescent in Franschhoek that I manage for my siblings. The renovations timeline has been delayed, and the builders won't finish until September 30th instead of the expected date of September 13th. I am concerned about potential penalties if I have to cancel upcoming reservations for Liam and Kieran. Although it is beyond my control, I want to ensure the guests are taken care of without facing repercussions that could affect my status. I am unsure if this situation qualifies as an exceptional circumstance. I hope the builders will finish on time, but I need to consider alternative arrangements for the guests. Your guidance on how to navigate this would be greatly appreciated. Thank you, Bridget

Hello, my name is Ivana Malinová, and I am interested in accommodation in New York. I am unsure about booking due to the requirement stated for a $[redacted] refundable key deposit upon arrival. I am concerned about handing over this cash upfront, as it is not officially included in the total price. Can someone guarantee that I will get the $[redacted] back at the end of the trip? I worry that the owner might not return the money. Thank you for your assistance. Ivana Malinová.

I am a customer of Airbnb. My name is Judy F., and I own the villa Bougainvillea in Chania, Crete, Greece. I had guests stay from August 2nd to 9th, but I have not received payment from Airbnb yet. I have tried to contact your company multiple times without success. I am still waiting for someone from Airbnb to explain the delay in payment. I received a message that the issue was closed, which is unacceptable to me. If I do not receive a response promptly, I am considering ending my collaboration with Airbnb and sharing my experience online and with friends. I cannot afford to cover expenses without receiving payment, especially with bills like the one for the recent guest who used the air conditioning constantly. If I do not hear back soon, I will have no choice but to pursue legal action. Thank you for your attention.

I am seeking a refund for a booking that I inquired about but never confirmed. The host informed me that the initial apartment with 2 queen beds was unavailable and offered an alternative with different bedding arrangements. I declined the alternative and later discovered that Airbnb still charged my account. Despite a partial refund notification from the host, the funds have not been received. I am frustrated with the lack of response from Airbnb after multiple contact attempts. I request a prompt resolution before considering legal steps. Your immediate attention to this matter is greatly appreciated.

Our property, The Barn in Whitebrook, Monmouth, Monmouthshire NP254TT, is currently listed on AirBnB. Initially, our daughter, Poppy Wall, was the host, and later our friend, Val Simeoni, was added. Poppy Wall is relocating to Australia, and she attempted to add me as a co-host last week, but the listing is still incomplete when I try to log in. Could you please advise on how to correctly access the listing as a co-host? Additionally, when searching for Whitebrook or using the postcode NP254TT, our property does not show up, unlike those of our Whitebrook neighbors. Occasionally, we are listed under the Monmouthshire area. I would appreciate it if you could address these search issues promptly as it has been time-consuming to resolve thus far.

I own THE BARN in WHITEBROOK NP254TT, Monmouthshire. Initially, my daughter, P.W., was the host, and then we added V.S. as a friend. P.W. is relocating to Australia, so she tried to make me a co-host. However, when I login, it says my listing is incomplete. Can you guide me on how to log in as a co-host? Additionally, when I search for Whitebrook or the NP***TT postcode, our property doesn't show up, unlike our neighbors'. Sometimes we're listed under Monmouthshire. I would appreciate a prompt resolution for these issues as they have already consumed a lot of time.

My spouse and I had reserved a trip to Naples for a stay from 8/27 to 8/31. We quickly filled out and sent back the contract 14 days before our arrival. Just recently, we learned about the Red Tide State of Emergency affecting the area where we are supposed to stay. Given the restrictions around beaches and our family's respiratory concerns, even inland, we are hesitant to proceed with our plans. This is an unusual situation, and we are curious about the cancellation policy. The property owner mentioned that Airbnb might penalize her if we cancel and that we would need to cover this charge.

As a host, I had a guest make a non-refundable booking for a 4-night stay in advance. We prepared for his arrival by blocking the dates and adjusting our plans accordingly. However, the guest found a better deal at a nearby hotel suite and checked in there. He then made false allegations about our home, claiming it was dirty, in an attempt to seek a refund. To address his concerns about a loose refrigerator door and a fallen mirror in one of the guest rooms, we offered a 20% discount. Despite offering to relocate our maid to another room, he insisted on the refund. During his stay with his three noisy children, we received complaints from neighbors. He even took photos of our maid's room, which is not part of the rented space, to support his claim of cleanliness issues. We provided Airbnb with photos of our apartment to address these issues but have not yet reached a satisfying resolution. We are eager to resolve this payment dispute promptly.

As a new AirBnB user, I am disabled with a brain and vision injury, requiring a service dog. Some hosts violated AirBnB's disability policy, leading to declined reservations due to my disabilities, a potential violation of the Americans With Disabilities Act. Despite seeking help from customer service to prevent this, I received no response. Worried about future rejections, I made multiple bookings over the same dates without realizing the refund policy required cancellation within 48 hours and 14 days in advance for a full refund. Due to my vision issues, I misunderstood the policy, facing unexpected cancellation fees. This discriminatory experience was distressing, especially as I was unable to secure discrimination-free reservations with the company's assistance. I believe I am entitled to a full refund considering the distressing circumstances.

Hello Team, I experienced extremely irresponsible behavior from the host. Despite confirming all bookings online, the host became unreachable once I arrived at the property. A roommate eventually contacted me after an hour of waiting with my child. Upon check-in, I discovered the flat was on the 5th floor without a lift, and there were cats living there that I was supposed to take care of per the owner's instructions. Feeling unsafe, I decided not to stay after one of the cats frightened my child. Despite multiple attempts to reach Airbnb and the host for assistance, no one responded. I ended up booking a hotel, costing me double the amount. I have requested a refund from the host (88 euros), but he has not responded. I am seeking Airbnb's help in resolving this issue promptly. I will provide further feedback later. I am very dissatisfied with the property and question how it met Airbnb's standards. Thank you, Megha G. +[redacted]6

Hello, I booked a reservation on Friday, August 18, [redacted] (Reservation ID: HMZR5B3QYD) with a moderate cancellation policy. However, after discussing additional fees with the host, I found them exceeding my budget and decided to cancel the booking. Although I have canceled the reservation, I only received a partial refund, with a $50 guest fee being retained. Per the moderate cancellation policy, since I canceled more than 7 days before my trip, I should receive a full refund, including all fees. To provide context, I initially booked reservation HM8MFA2R9K in February, which was then canceled without notification. Scrambling to find available accommodation, I made the hasty reservation HMZR5B3QYD. Subsequently, I managed to reconfirm my original booking with the preferred host. I am still unsure why my initial reservation was canceled. I await your response regarding the additional refund. Thank you, Kate

I did not authorize this purchase. gmoulden does not have a PayPal account. Please reverse this transaction promptly. Your assistance is greatly appreciated. PayPal Airbnb August 19, [redacted], 12:05:13 PM Transaction ID: UT[redacted]US Dear [redacted], You have made a $99.00 USD payment to Airbnb-inc. Please be advised this is not a charge; your account will be charged once the merchant processes the payment. Kindly note, your PayPal balance will be used first before any other payment method. The transaction may take a short while to reflect in your account. Merchant: airbnb.com Email: [redacted] You have the option to cancel this transaction. Product: Airbnb Instant Gift-Card Pin code: [redacted] Price: $99.00 USD Subtotal: $99.00 USD Total: $99.00 USD Payment Details: Amount: $99.00 USD Credit card statement: "PAYPAL *airbnb.com" Payment sent to: [redacted] If you encounter any issues with this transaction, you have [redacted] days to dispute it in the Resolution Center. For seller contact, access your account or order email. For additional assistance, visit the Resolution Center. Invoice ID: [redacted]0

I recently received an inquiry for a 3-night stay in November at our large lodge in Crosswoodhill, listed on your platform. I contacted the client, Cam, to inform her that unfortunately, the lodge is not available. Cam acknowledged my message and responded. Despite multiple attempts today, I have been unable to decline the booking using your platform's decline button. After selecting "Yes, Decline," nothing happens, and I continue to receive reminders to respond to Cam within the 24-hour timeframe. I would appreciate guidance on resolving this issue as I have been actively trying to decline the booking and avoid any penalties for delayed response.

I made a reservation in Lake Geneva, WI for the weekend of 9/1 - 9/3 back in June due to it being a holiday weekend. Unfortunately, my host notified me yesterday that they are canceling my booking because they don't actually own the property as listed. While AirBnB offered me a 10% credit for the inconvenience, there are no other options available in the area for that weekend. I requested a refund but was not given the $40.70 credit included in it. AirBnB penalizes guests for cancellations, so they should have no issue giving me the credit. I require the refund today, not within 5 - 10 days. Processing a refund with Visa/MasterCard should be quick since they can charge instantly. I urge for the host's renting privileges to be suspended, the $40.70 credit refunded to me, and an immediate refund to my payment card today. Waiting for their mistake to be rectified for 5 - 10 business days is unreasonable.

I'm seeking assistance as I face a situation with my booking in Le Mans, France. The reservation code is HMB5K8YDYS. The host, Antonin Gauthier, informed me via email that he had to cancel the booking for logistical reasons. This is distressing, and I am unsure of the next steps to secure my refund. I have noticed in feedback that this host has canceled bookings in a similar manner in the past, indicating a troubling pattern that might warrant investigation by Air BnB. I urgently need assistance with the refund process to secure funds for alternative accommodations. I am Donna G., located in the UK. You can reach me at +44 7[redacted]26 or email me at [redacted] Thank you for your attention to this matter.