AirBnB Customer Service Issues

Hello, I am a new host who recently listed my second Airbnb space. However, the listing doesn't accurately represent my property. The dropdown menu options for "Campsite" are limited, and "studio with unlimited access" doesn't describe what I offer. I couldn't find a suitable option like "homestead" in the dropdown menu. I want guests to find my listing based on my specific setup: a single tent site with full yard access, suitable for 10-12 people who need to bring their own tent. While I offer parts of the camping experience, I don't provide tents or sleeping bags. It's crucial that guests understand I am not an RV site. Can you help me correct the listing to accurately reflect what I offer in Maine? Thank you, Karen L. from Bridgton, ME.

I am extremely dissatisfied with the accommodations. There is a water shortage, and despite being given specific water times, I did not have water as promised. The electric stove keeps beeping, making it hard to sleep, and it doesn't even work properly. Additionally, my bathroom door locked itself, causing more inconvenience. I have reached out to the host numerous times, which is not how I intended to spend my holiday. I am stressed out constantly and cannot endure this for another four weeks. I urgently need to be transferred to a different unit.

The condition of the unit at Fahrenheit 88 is unacceptable, and Mowu's service is lacking. On May 18th at 5pm, we found the air conditioners in the first unit to be slow to cool. By 10:30pm, two of the bedroom AC units were not working. Mowu suggested switching units due to the issues. The cleanliness of the unit is subpar, with cockroaches in the bathroom, a broken toilet seat, and open drainage. Additionally, on May 19th at 9am, one of the room's AC units was faulty, and a toilet was nearly blocked. I am requesting to be moved to a different unit immediately. Airbnb or Mowu should arrange for this or provide accommodations in a nearby hotel. I have tried to contact Mowu's person in charge without success.

I made a reservation at The Tiny Home by the Sea on Quadra Island for July 14th-16th, with the first payment of $[redacted].56 paid through PayPal. As seniors, we were open to relocating if an opportunity arose. However, unexpectedly, a place opened up for occupancy on July 25th, only 8 days after our booked holiday. Due to unforeseen circumstances, we had to cancel, within a reasonable time frame of 2 months, to handle urgent matters at home. We inquired about canceling and explained the situation, understanding a small administrative fee may apply, but not the entire down payment. We hope for your understanding regarding these unpredictable circumstances. Thank you for listening and addressing this issue. - Lynn A.

Hello, I am a concerned parent in Toronto, Ontario, Canada. I am seeking assistance in shutting down two after-parties meant for minors, which are scheduled to take place in Markham, Ontario. One after-party is set to follow a prom on May 30th, [redacted], with an expected start time of around 12 a.m. on May 31st, [redacted]. The other after-party is linked to a prom on May 31st, [redacted], both events originating in Toronto but held in Markham. I have learned that one of these gatherings might involve up to [redacted] underage students, none of whom are of legal drinking age in Ontario (19 years old). Most graduates are either 17 or 18 years old, making everyone below the legal age. The parties take place in Airbnb rental homes, and the event locations are disclosed to the graduates merely thirty minutes beforehand. Given a recent tragic incident outside of Toronto where an 18-year-old individual lost their life at an Airbnb party, which lacked security, I am deeply concerned for the safety of the attendees at these events. The lack of security, presence of underage individuals, and potential destructive outcomes are worrying. I urge Airbnb to act responsibly and prevent the booking of their properties for such risky underage events. I implore the necessary authorities to intervene and ensure the closure of these parties to avoid any tragedies. Your prompt attention to this matter is greatly appreciated. Sincerely, Michelle Van Bauwel [redacted] [redacted]

Hi, I wanted to address the issue I encountered with my bookings from May 27-30. Initially, I tried to book with Karen but she appeared unavailable for those dates after my first attempt. Despite her lack of availability, I decided to proceed with another host, Tai, who promptly accepted my booking. Shortly after, Karen also accepted my request, causing me to unintentionally make two bookings. This resulted in a situation where I now have duplicate reservations. Given that this seems to be a technical glitch and not a mistake on my part, could you please assist me by canceling the booking with Tai and issuing a full refund? I appreciate your prompt attention to this matter as I am unable to cover the cost of both reservations. Thank you, Jamie

I have a $[redacted].00 deposit on my listing for damages by guests. Recently, a guest caused damage, and when I submitted a claim, it was closed without reimbursement. Customer service said I need receipts for damaged items, which is unreasonable since no one has receipts for everything in their home. The guest also left a false review, impacting my Superhost status. Despite being accommodating, Airbnb didn't handle the situation well. I called multiple times, seeking help, but no real assistance was provided. It's frustrating that Airbnb didn't support me as a host, especially with such a challenging guest.

I had a guest who booked my property with a hot tub, but when it broke, I informed them ahead of time that I might not replace it. The guest insisted on cancelling, but I would face penalties and lose my super host status. They were upset about the cancellation fee, so eventually, we agreed they would cancel and I compensated them. I was surprised by the situation and felt stressed. I believe Airbnb should have better explained that guests might incur charges for cancelling even with a flexible policy. Can you clarify why this charge exists and if there's a way to prevent it?

My wife, who is Chinese and originally from Shanghai, often stays in Hangzhou with her daughter. We are considering buying property in Shanghai, Hangzhou, Shenzhen, or Hangzhou for various purposes like foreign visitor residences, virtual offices, specialty health and beauty spas, or other potential uses. If we manage to secure a down payment for small or large units, we are wondering if Airbnb could help in finding long-term tenants to sign a lease and support our bank financing efforts. When I lived in China from 2[redacted], there was a shortage of office spaces, and some property owners were reluctant to rent to foreigners. My wife, aged 56, is not only beautiful but also competent. Her daughter manages the largest newspaper in Hangzhou, and her daughter's in-laws work for Chinese Customs. Any advice, assistance, or potential collaboration you can offer is greatly appreciated. Best regards, Bill Quinn

We have been unable to access our account for over 24 hours now without any explanation. Despite attempting to verify our identity with a code, we are not receiving it on the registered number, which is working for other calls and texts. We believe the issue lies with Airbnb's system. This is a bank holiday weekend, and with over [redacted] listings, our guests are unable to reach us for assistance, affecting both their stay and our ability to receive new bookings. We have contacted Airbnb several times, with promises of a return call within hours, yet no one has reached out in the past day. The situation has become urgent, and we are contemplating involving local media due to the significant impact on our guests and our business. It's frustrating that despite the issues we've raised, we are met with vague assurances from the "Trust and Safety team" without any tangible solutions. We urge for prompt assistance to prevent further repercussions.

I am frustrated by the ongoing issues with accessing my account. I keep encountering a message stating the device is not recognized, despite only using the same device. I believe I should have the freedom to use any device without constant code requirements. This problem has persisted since joining Abnb, tarnishing my recommendation of the service. Initially, I was informed of an issue on your end, and now it seems there is a server problem. When attempting to contact support, I faced additional delays due to technical errors. I urge for a resolve to this matter promptly. - Rina McCann

I have encountered several issues with my accommodation recently. Firstly, I have been locked out of my account repeatedly, despite previously resolving the matter by verifying my account through my Singapore SIM card. Secondly, upon arrival at the flat, I was left standing outside in cold and rainy conditions without receiving the access code as promised. Furthermore, the flat's description of being bright is inaccurate as three rooms lack windows and the street-level curtains cannot be opened due to safety concerns. The surrounding area appears unsafe, with vagrants and homeless individuals nearby. Additionally, one bedroom contains a sofa bed instead of a real bed and lacks a window. Lastly, the heating system is insufficient, leaving us feeling uncomfortably cold. I urgently require assistance in addressing these issues.

After making a reservation and paying half upfront, I was informed that I did not pass the background check. They said the reservation would be canceled, and my refund processed within 1-7 days. My account got locked, then the other half of the payment was deducted a week later. Despite contacting customer service, they couldn't help me and wouldn't transfer me to someone who could. I keep getting emails from Airbnb to rate an experience I never had. I've been on hold for over five hours waiting to talk to someone from Airbnb and have been waiting for a refund for over a month. It seems unfair that federal laws and Airbnb's policies allow companies to discriminate against many Americans based on past criminal records without considering how long ago the charges were.Such practices limit opportunities for people like me who have had a clean record for years. I am frustrated that they took my money, didn't deliver the service, and left me in this situation. I would like a full refund to avoid future dealings with this company.

I recently reached out to customer service to clarify some details about my first experience hosting on Airbandb. After forgetting to include a $[redacted] damage deposit and a $70 cleaning fee in my initial reservation confirmation, I promptly updated the rates for the guest and contacted customer service. The representative assured me they would also inform the renter about the additional charges. However, I was surprised to learn that although I listed a damage deposit, Airbandb does not collect it upfront but handles any issues after the guest's stay. This made me question why I should disclose the $[redacted] charge to the renter beforehand. Overall, I appreciate the assistance provided by the customer service representatives. Thank you for your help.

Ref [redacted]5. I need assistance to set up a page for my property. I am facing some issues that need to be addressed: - Under the Servizi/services section, I cannot remove air conditioning and breakfast options which I do not offer. How can I delete them? - Regarding usable space (Spazi condivisi), I do not have a lift, hydro massage, or a gym. How can I remove these options? - How can I change the order of the photographs? - For preparation for guests (Preparati per gli ospiti), we do not allow pets or guide dogs, but the option to indicate this is not functioning. How can we add this information? - I am unable to add or edit additional house rules. Can you please guide me on how to do this? - Can we review the current completion status of our listing as we may have more questions while finalizing it? Thank you, Tony

I would like to inquire about the refund amount in case of cancellation. Based on the Strict Cancellation Policies: A full refund of accommodation fees is possible if the cancellation is within 48 hours of booking and at least 14 full days prior to the local check-in time of the listing (or 3:00 PM if not specified) on the check-in day. The total amount paid was £[redacted].09 (£[redacted].05 on 23 Dec [redacted]). However, the Airbnb website states a refund of only £32.41 (considering it's more than 14 days before check-in). I am aware that the service charge of £70.55 is refundable up to 3 times per year. The cleaning fee of £[redacted].74 is always refunded if cancellation occurs before check-in. Additionally, the accommodation fee of £[redacted] is fully refundable if cancelled at least 14 full days before the listing’s local check-in time on the day of arrival. I would like a detailed explanation regarding the refund process in this scenario.

I had a booking in Toronto, but the host informed me on the day of my trip that the previous guests had caused damage and stolen a key. She offered another place nearby as an alternative, but it was not similar to the original listing and did not meet my expectations. The substitute location lacked basic amenities like Wi-Fi, had maintenance issues, and did not offer the same view. I was disappointed with the accommodation, so I left early. I believe I should receive compensation for the inconvenience and subpar experience.

During my stay at an Airbnb in Miami, Florida, although the place was amazing, there were some issues. We paid $[redacted] cash for four access cards for amenities. Upon checkout, the host refunded the money to my credit card despite me preferring cash due to fees. Despite offering to meet him, he sent the money automatically and was unresponsive. Several amenities in the house were faulty, which he didn't disclose. I believe I deserve a partial refund given the undisclosed issues and the lack of proper communication and resolution from the host.

I'm currently at Pisa airport awaiting my rental car. Before contacting my Airbnb host for tonight, I double-checked my reservation, noticing a discrepancy. Originally booked from June 4 to 10 instead of my intended dates of 11 to 17. After discussing with the host, we aligned on the 4 to 11 dates; however, now he's indicating availability only from the 11 to 17. This miscommunication has left me without accommodations for tonight. Any assistance in resolving this issue and securing lodging for this week would be greatly appreciated. Kindly review our email correspondence to verify the situation. Thank you for your help.

Hello! I noticed that my Trips Page shows the wrong stay date. It seems to indicate that I am renting two separate places at the same time. I checked out from Rydberg 2 apartment in Accra on May 31st and only stayed one night, June 2nd, due to an emergency cancellation at Thomas place in E. Legon which I reported to Airbnb. Could you please update the dates to show my current rental period at Rydberg 2 in Ridge Accra, Ghana? Currently, I am staying at Rydberg 2 from Monday, June 3rd to Monday, June 10th in a detached one-bedroom apartment in a lovely environment. The place is beautiful! Thank you, Barbara Please keep me informed about the status of the cancellation at Thomas place and the reimbursement process. I have submitted text conversations as evidence where the host confirmed they would refund me and apologized for the situation.