AirBnB Customer Service Issues

I have a confirmation code HMAQN99EE for a 3-night stay at 3 Charlton Crescent, Peterborough, PE7 8NH, United Kingdom from July 11th to 14th, [redacted]. I am attempting to modify my booking to accommodate two guests from July 12th to 14th for 2 nights, but the system only allows changes for all 3 nights. This means I would be charged for an extra night not used. I considered adjusting the dates with two separate bookings, one night for 1 person on July 11th -12th and two nights for 2 people on July 12th -14th. However, this method might result in additional service charges for check-in and out, even though I won't be checking out on the 12th. The lack of clarity regarding additional charges before booking is disappointing. It seems Airbnb is inflexible in accommodating multiple guests and has hidden fees, making it more expensive than a local hotel with a pool. I'd appreciate guidance on how to make amendments without paying for unused services. Best regards, Miss W.

While on holiday in Italy, my Australian laptop and mobile phone were stolen. I have a new phone with an Italian number and a temporary Gmail address. Unfortunately, I am struggling to recall my password and cannot reset it or access my accounts or bookings due to the need for ID verification with my old email and Australian number. I am seeking assistance before I depart Italy in a week.

While traveling in Italy, my devices were stolen, and I am unable to access my account using my phone number or bigpond email. I kindly request your prompt assistance. Please contact me at [redacted] to help me resolve this issue urgently. I need to make changes to my account to regain access and check for any booking requests for my property, as well as verify bookings for the rest of my trip. Your quick response is greatly appreciated. Thank you.

It appears that our home might have been mistakenly listed on Airbnb as a rental. Two men approached my husband yesterday asking about a reservation they claimed to have made via email and phone. When my husband clarified that we did not list our house on Airbnb, one of the men mentioned stopping the payment for the deposit. This situation raises a concern about who might be the target of a potential scam, whether it's them or us.

Hello, I wanted to share a situation we encountered while traveling to Bucharest. The host informed us that a family visit has been scheduled during our stay without our consent. We expressed our concerns about this intrusion on our privacy and belongings. We are seeking advice on how to protect the safety and security of our family during this unexpected visit. Any guidance would be appreciated. Thank you, Madi

Hello, I wanted to share that my family and I are currently traveling to Bucharest, where we have made reservations to stay with an Airbnb host for a week. Unfortunately, the host messaged us requesting that a family visit the apartment during our stay. We politely expressed our concerns to the host, as we were looking forward to a week of uninterrupted vacation time without any unexpected guests. We worry that the host may not respect our wishes and may allow others into the apartment without our presence. As we are scheduled to arrive in Bucharest in approximately 5 hours, we are seeking advice on how to navigate this situation and ensure our peace of mind during our stay. Thank you for your assistance, M. J.

I would like to report a residence that is being used as a party venue, accommodating over [redacted] guests. The loud music, people partying on the streets, and traffic congestion are negatively impacting the entire neighborhood. The situation poses fire hazards due to blocked access. The address of this house is [redacted] Davies Way, Laurel Canyon, CA. I have been in communication with the owner, who denies knowledge of the situation as the property is rented out. Documentation, including emails and photos of the garbage and police involvement, are available.

I reserved an apartment in Monterey Park with 3 bedrooms, 4 beds, and 3.5 baths for July 1-4. However, upon arrival, I was directed to a different building with 3 bedrooms, 3 beds, and 2.5 baths. Around 2:30 p.m., I discovered there was no hot water, which affected our entire day. We had to relocate to another apartment to shower, which was inconvenient, especially with an infant. The next day, we still had no hot water, making our stay uncomfortable. The situation escalated when we were asked to leave early so the place could be cleaned, impacting our Disneyland plans. I believe the $[redacted] paid was too much considering the lack of hot water and the overall dissatisfaction of the trip. I requested a refund on July 3, but as of today, I have not received any updates or my refund.

Hello, I recently received an email stating that one or more of my listings, previously advertised as an Entire Home, had been changed to a Private Room leading to deactivation. I only listed an Entire Home once in December [redacted] for Christmas, without any bookings, while I was away. Since April [redacted], I have been advertising two listings - a double room and a double room with a single room. I am confused as to why my listing was deactivated and am unable to reactivate it, receiving a message stating, "Sorry, we cannot activate your listing." I am unsure if I violated your Terms and Conditions. This morning I also received an email about Superhost rewards, mentioning that one of my listings is deactivated. I am truly puzzled by this situation and look forward to hearing from you. Best regards, Karolina K.

Hello, I'm Vanessa Hernandez. I recently made a booking on Airbnb and it's my first time using the platform. I made an error and booked the wrong dates, July 21-24, for the "Brand New Private Studio In Hollywood" room at a cost of $[redacted].00. After mistakenly confirming the booking, I realized my mistake. I intended to book the room for July 17-20, using a $40 coupon for first-time guests, bringing the total to $[redacted].00. However, when I attempted to confirm and pay, my card was declined. Upon checking my bank, I discovered the initial incorrect booking was processed. I tried to modify the stay, but was asked to pay an additional $15 to change the dates. Originally, the correct dates would have been $25 cheaper. I've already contacted the host, who approved the date change and suggested reaching out to customer service for potential assistance regarding the pricing issue. Thank you for your help.

Good morning, I received an email today notifying me that I am no longer a super host. I was surprised by this news because I always strive to exceed my guests' expectations. My reviews are excellent, and all of my guests have had wonderful experiences. The issue may have arisen when a guest made a reservation for [redacted] days ahead (next year), and I had mistakenly blocked off all of next year on my calendar. After double-checking, I noticed a few days were unexpectedly available. I promptly contacted the guest, apologized sincerely, and offered a complimentary night's stay this year as a gesture of goodwill. The guest, who resides near Coffs Harbour, appreciated the offer. She mentioned a similar incident with another host in the past. I kindly request your assistance in restoring my super host status as I spare no effort in providing a great experience for my guests. I offer amenities such as free Wi-Fi, Netflix, an electric blanket, a heater, breakfast, and various treats. Thank you.

I recently searched for my host's name online, three days before my scheduled arrival, and found out about a court case regarding allegations of rape against him by an ex-girlfriend. He had to settle out of court for $. I had booked a room in the same house where he lives, and knowing this information made me feel uneasy. Therefore, I decided to cancel my reservation and book a hotel instead.

During my recent stay at an Airbnb, I encountered numerous issues. The host, George, exposed me to bed bugs, which resulted in severe bites all over my body. I have medical evidence supporting this claim. Furthermore, George provided drugs during my stay, which made me extremely uncomfortable, especially considering his inappropriate comments about finding me attractive. The living conditions in the property were also unacceptable, with roaches, flies, and mosquitoes present. The kitchen had trash piled up, leading to pest infestations. The water was discolored, and the bathrooms were unhygienic. George continuously invaded my privacy, making me feel vulnerable. These circumstances have had a negative impact on my professional career as a model. I am seeking a refund as I believe this experience was unacceptable and distressing.

I manage two different listings for rooms in my property, each accommodating two guests. However, there seems to be a misunderstanding with a confirmed booking for four adults in the smaller room at a very low price that is not feasible. I attempted to clarify this with the guest, Javier Garcia, who booked from August 29th to September 2nd for a total of 92 Euros. It is not practical to provide accommodation and breakfast for four individuals at a price well below what a bunk bed in a hostel would cost. I am unsure as to why Airbnb processed this booking. Is it possible to negotiate a different arrangement that utilizes both rooms appropriately? My listings are named "2 Pianos" and "Music Studio" in Bremen, Germany. Any guidance on resolving this matter would be greatly appreciated. Thank you, Winston.

Hello, my name is Robyn Holtham, and I am a Superhost with Airbnb. Recently, we received a Superhost Bonus and chose to use the voucher for a booking I made today. However, during the booking process, I could not find a place to input the voucher code, resulting in being charged the full amount. I spoke with a helpline representative who was unable to assist me effectively. I have paid half of the booking fee, and I would like to resolve this situation by applying the voucher to the outstanding balance or transferring the amount to my Airbnb account via PayPal at [redacted] (AUD). The voucher code is SHNSUDQXUS with an expiry date of July 1, [redacted], and a value of $[redacted] AUD. Please advise me on the best course of action via email or feel free to contact me after 3 pm at [redacted] [redacted] [redacted]. Thank you, Robyn Holtham.

Hello, my name is S.A. I made a reservation at an Airbnb in Miami through a host named Adam. The booking was for a "MODERN 2 Bed Apt-By Professional SUPERHOSTS!" for Friday, May 31st to Saturday, June 1st. While Adam was a wonderful host and the Airbnb was lovely, I encountered an issue with the GPS directions provided by Airbnb. Following the address led me to Pompano Beach instead of Miami Beach, causing a significant delay to my plans. This resulted in wasted time, gas, and disrupted weekend plans. Despite this happening a month ago, due to being abroad, I was unable to contact earlier. I kindly request some form of compensation, such as an Airbnb gift card or a complimentary stay, for the inconvenience caused. You may contact me via email for further assistance. Thank you.

I have recently discovered two charges from the same date on my bank statement for a hotel stay: 1. $41.54 on July 6, [redacted], with reference code: HMAAN39PC9. 2. $46.10 also on July 6, [redacted], with reference code: HMAPSEB8CP. I only recall making a reservation through AIRBNB for a one-night stay in Pasay City for July 9 to July 10. The receipt ID is RCRATF42T2 for a studio Condo near Manila airport hosted by Rina. I kindly ask for clarification on the second charge of $46.10 and would like to request a refund to my bank account for this amount. Thank you for looking into this promptly, and I look forward to your response. Sincerely, Mae Sazon Swartz

Hello Airbnb, I hope you are well. I need assistance with cancelling my booking. The owner informed me that the Wi-Fi is not free as I initially thought, and the speed is too slow. I had a bad experience with the company they recommended. The owner said they would cancel, but they are not at home. I am unable to make calls from Morocco, so I am reaching out to you for help. I am worried that I might be charged for the first night if they can't cancel in time. Please advise on what steps to take. Thank you.

Hello, I arrived at my accommodation only to find out upon arrival that my booking had been cancelled due to a double booking issue. I was informed via email 10 minutes after my arrival and had to pay an extra £[redacted].00 for alternative accommodation. I have not yet received a refund for the original booking cost of £62.36. The booking was for July 6th - July 7th with a Receipt ID RCMJJ9CTPR and confirmation code HMAMBK3542 at 284a Upper Richmond Rd, Putney, London SW15 6TH. I am requesting a refund of £[redacted].64, which is the difference between what I paid for the alternative accommodation and the original booking cost. Can someone assist me with resolving this issue? Thank you.

Hello, my name is Anjela Strauss. I made a reservation from 07.13 to 07.23 at Apartment Prestige Fort Beach hosted by Artem for [redacted].26 euros. The check-in time was at 10 am, but we arrived at 1:30 pm. Upon entering the apartment, we were shocked to find it in an absolute mess. The kitchen was dirty with leftover food in the refrigerator, moldy bread on the countertop, and an empty bottle on the floor. The old bedding was filthy, and personal belongings were scattered everywhere. The bathroom was also messy with no proper dishes or bedding available. The floors were dirty. I have photographic proof of these issues. I contacted the host to cancel my reservation and request a full refund. Initially, he agreed politely, as long as I didn't leave a very negative review. However, he later called to insist I stay and wait for a cleaning service, threatening not to refund me when I refused. This behavior was very rude. I have sought help from AIRBNB to retrieve my money and wanted to warn others about this bad host. Thank you.