AirBnB Customer Service Issues

Archive 31

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #31. It includes a selection of 20 issue(s) reported November 20, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I had originally reserved a room from Aug 26 to Dec 16. However, my plans changed, and I only needed the room until Nov 26. I contacted the homeowner to adjust my checkout date to Nov 26 and not pay the $[redacted] for Nov 26 to Dec 16. Despite changing my reservation, I was charged a $61 cancellation fee and it appears I will still be charged $[redacted].87 on Nov 26. The homeowner agreed that I could check out on Nov 26 without additional charges since I had already paid for my stay until then on Oct 26 ($[redacted].67). Both the homeowner and I are unsure how to prevent these charges from going through automatically. I am requesting a refund of $61.37 for the cancellation fee and confirmation that the $[redacted].87 charge on Nov 26 will be stopped. Thank you for your assistance. - Regards, C.
Reported by GetHuman-chanheec on Wednesday, November 20, 2019 4:18 AM
I am having difficulties receiving the confirmation code for [redacted] When the code should be sent, the phone only rings once, and upon answering, there is a series of beeps before disconnection without the code. I attempted to change the phone number to my cell, but I have reached the maximum attempts and am now instructed to wait and try again later. I have made 2 or 3 further attempts with the same result. This delay is concerning as I missed a booking previously and my nephew's service is scheduled for next Monday. I seek assistance on how long the waiting period will be.
Reported by GetHuman3966474 on Wednesday, November 20, 2019 6:54 AM
I recently spoke with Charlotte from Studio 5 - One Helena Toad Serviced Apartments about the kitchen amenities as my friend and I plan to prepare a Christmas dinner. She kindly explained that the apartment may not be suitable for our needs due to limited cooking facilities. Since my booking was made today and our stay is over a month away, Charlotte graciously offered to cancel the reservation and provide a refund. I appreciate her understanding. I have decided to cancel the booking and hope to receive a refund beyond just the cleaning fee as I search for an alternative accommodation on the platform. Charlotte has assured me of her assistance in this matter, acknowledging the misunderstanding regarding the apartment's amenities. -Felicity
Reported by GetHuman-pizza_gi on Wednesday, November 20, 2019 9:06 PM
I recently booked an apartment in Dundee but faced issues with accessing the property. Despite trying to contact Airbnb and the host, Scott, I was unable to resolve the situation. This forced me to book a hotel for two nights, incurring an extra cost of £[redacted]. I attempted the check-in guide provided without success and needed to be in Dundee for a family celebration. Scott finally reached out 24 hours after the scheduled check-in. After further communication through Airbnb with Tobias, I struggled to upload my receipts. Despite multiple attempts, the documents did not reach Airbnb. I'm seeking assistance to resolve this matter promptly.
Reported by GetHuman-smgarg on Thursday, November 21, 2019 12:29 PM
I am Daniel Loh, a devoted Airbnb user from Malaysia. Recently, I discovered that my account was compromised, and someone made a booking for Winderniver Park Holiday Bungalow in Nuwara Eliya, Central Province, Sri Lanka using my saved Maybank American Express credit card. The reservation was made at 4:55 AM Malaysian time and canceled at 5:02 AM Malaysian time. Typically, I use my wife's American Express credit card for Airbnb transactions. However, in this unauthorized booking, my wife's credit card was charged a total of RM4032.69 (RM250.66 x 15 nights) under Receipt ID: RCPC4BEMYW, which I did not authorize. I am reaching out to request a thorough investigation into this incident and a full refund for the unauthorized transaction. I have also initiated a request for the money to be returned through the Resolution Centre. Your prompt assistance in addressing this matter is greatly appreciated. Sincerely, Daniel Loh.
Reported by GetHuman3973971 on Thursday, November 21, 2019 4:36 PM
I made a reservation on September 3rd for an apartment in New York City from December 2nd to December 10th. On Saturday, I received an email from the host, Maria, stating that my reservation remained the same. However, the new link provided by a person named Fernando showed higher prices. After speaking with Azuru from your company, the issue was not resolved. Despite multiple attempts with different employees, the problem persists. I am frustrated and disappointed, as my reservation was confirmed three months ago, yet now I do not have a place to stay a week before my trip. I am unsure when I will receive a refund. Please address this matter urgently and provide confirmation of my reservation today. If I do not hear back, I will escalate this issue to relevant authorities. I need a prompt resolution and will provide more information if necessary.
Reported by GetHuman3990841 on Monday, November 25, 2019 11:19 AM
During our recent stay, we encountered discrepancies between the listed amenities and the actual conditions. The property did not provide an iron as stated. The distance stated to the Santa Monica Pier was inaccurate, taking much longer to walk. Instead of offering towel sets, they only provided one bath towel per person. The kitchen was not as described either, with a smaller fridge than advertised and lacking a dishwasher. The freezer was excessively icy, causing issues with accessing it smoothly. Furthermore, the bathroom lighting was insufficient due to one burnt-out lightbulb, making it challenging to see properly. These discrepancies impacted our stay significantly.
Reported by GetHuman3996033 on Tuesday, November 26, 2019 6:24 AM
Dear Airbnb, I am facing a serious issue. I had booked a room in Bangkok but I am unable to go because of my flight from Krabi through Bangkok to Zurich. Missing this leg of the flight would result in losing all five tickets and a significant amount of money. I urgently need to cancel my booking. Although the policy allows cancellations within 24 hours, the host is unresponsive. I fear receiving only the cleaning fee of 50 euros back from my [redacted] euro booking, which seems unfair. Please assist me promptly as this situation is beyond my control. Your help is greatly appreciated. Thank you. Booking number: HMANMFJPNR Check-in: 02.12.[redacted] Check-out: 04.12.[redacted] Guest initials: J.R.
Reported by GetHuman4007209 on Thursday, November 28, 2019 3:11 PM
Upon finally locating our Airbnb, we encountered significant issues. The apartment we were assigned was already occupied, leaving us without guidance. Eventually, a man redirected us to a different unit on the seventh floor. We intend to formally complain because of three main concerns: 1. The presence of another person in our designated rental, 2. Misleading information regarding amenities (specifically, the falsely advertised free pool which incurs fees), and 3. The stark disparity between the listing's portrayal and the actual appearance of the apartment. It falls far short of our expectations. Due to these dilemmas, we request alternative accommodation and a complete reimbursement.
Reported by GetHuman4019631 on Sunday, December 1, 2019 9:45 AM
The listing for Malone's B&B Guest Rooms is inaccurate and causing confusion with bookings. The price on the home page is listed as $[redacted].00 Australian Dollars, which should be clarified as $[redacted].00 per private room. The calendar does not reflect the availability of 4 rooms per day as specified during the site setup. This has led to issues with guests attempting to book more rooms than available, requiring manual intervention on our part. We request changes to the rate display and calendar to accurately represent room availability. Pricing during peak periods remains unchanged, impacting our business adversely. We have included instructions in the Guest Rules to contact us before booking to avoid misunderstandings. It is disappointing that these issues were not addressed promptly and that pricing control was overridden. We are hopeful that these issues can be resolved promptly to avoid further disruption to our business. Kind regards, A. and B. Malone
Reported by GetHuman-kiddomal on Sunday, December 1, 2019 10:40 AM
Hello Airbnb Team, I am new to Airbnb and have noticed that the accommodation prices for a 4-day stay are quite high, ranging from INR 45,[redacted] to 50,[redacted]. I typically book through MMT due to the substantial discounts they offer on flights and hotels. Could you kindly share any promo or discount codes to make one of my preferred listings more affordable? The service charges also contribute to the overall cost. Thank you, Kulpesh Gandhi.
Reported by GetHuman-kulpeshg on Sunday, December 1, 2019 2:49 PM
I am experiencing difficulties using my actual phone number to verify my account. I then attempted to use my brother's number, but he did not receive the verification code. I tried once more with my dad's number, but the code was not sent either. Now, the system is informing me that I have reached the maximum number of attempts. This is causing an issue as I urgently need to secure accommodation for tomorrow. My initial experience with this service has been quite disappointing. Could you please address this matter promptly so that I can proceed with booking a room?
Reported by GetHuman-ahordema on Monday, December 2, 2019 2:39 AM
Hello, I am an Airbnb host. I am experiencing difficulty with a potential guest booking my property. The special offer price I quoted of [redacted] is showing up as over [redacted] for the guest. This discrepancy includes all taxes and service charges. Communication with the guest has been challenging as some messages are not going through. I would appreciate assistance in resolving this matter.
Reported by GetHuman-enabiev on Monday, December 2, 2019 2:47 AM
I haven't received a response yet. What type of assistance do you offer? I need to report fraudulent activity on your website. My bank account was hacked, and a purchase was made without my knowledge. I haven't seen any action taken, nor have I had any communication from your end. I can't provide a reservation number or the name of the individual involved. It feels like you're delaying any action and indirectly helping the fraudster. Please respond promptly.
Reported by GetHuman4019392 on Monday, December 2, 2019 4:21 AM
Hello, I hope you are doing well. I want to bring to your attention that I secured a reservation yesterday for a property in Knysna South Africa from December 14th to 17th. However, the owner now claims those dates are unavailable and can only host us from the 13th to the 16th. We planned our vacation starting on the 14th, and the payment has already been processed through Airbnb. I am left confused by the situation. It seems unprofessional to confirm a booking, potentially overbooking, then waiting on the guests to find alternative accommodations and issue refunds. This delay may limit our options as prices may rise closer to the travel dates. I am disappointed with this experience. Warm regards, Abrie V.
Reported by GetHuman4023646 on Monday, December 2, 2019 8:30 AM
To whom it may concern, I find myself in a distressing situation due to the lack of response from Airbnb. Despite booking with them and receiving confirmation, I have been left stranded without accommodation for the second consecutive night. I had to part with my children earlier due to this situation, and I am now facing additional challenges trying to secure a hotel room without the necessary upfront payment. I have spent a considerable amount of time on hold trying to reach Airbnb's customer service without success. My interactions with the representative "Nikk" did not bring any resolution either. I urgently require assistance as I am currently on the street in Melbourne, facing freezing weather conditions with no financial resources. I implore Airbnb to honor their responsibility and provide the support I desperately need in this distressing and unacceptable situation. Thank you.
Reported by GetHuman-brettrco on Monday, December 2, 2019 12:12 PM
I am currently residing in Mexico and made a reservation on Airbnb for our vacation in Paris, France. The charge for the rental was [redacted] Mexican pesos. Unfortunately, while in Paris on November 28, my card stopped working coinciding with the wifi at the Airbnb property. After contacting my bank, I found out there was an attempted charge of [redacted] US dollars by Airbnb, which exceeded my daily limit of [redacted] dollars. This caused distress during our stay and led to numerous hours trying to resolve the issue. As someone who frequently makes purchases in Mexican pesos without confusion, this situation was extremely stressful and puzzling. I am concerned about the possibility of fraud and lack of clarity surrounding the payment to the host, Alejandra Garcia. The confusion during the Thanksgiving holiday weekend disrupted our travel plans and forced us to buy plane tickets with cash. I am seeking an explanation for these events and assurance that the billing has been resolved without causing any harm to the host's reputation.
Reported by GetHuman4028742 on Monday, December 2, 2019 9:47 PM
Hello! I initially booked a place for December, but later realized I only needed part of the month due to travel plans. I canceled the original booking and rescheduled for the new dates. The rescheduling was successful, but the host has a strict no-refund policy for cancellations. I am hopeful that you can assist me in getting a refund for the original one-month booking. Thank you!
Reported by GetHuman-aldenbi on Tuesday, December 3, 2019 3:58 AM
Hello, I need urgent assistance. My credit card was lost, and I had to replace it. However, payments were still scheduled on the old card, resulting in a rejected payment notification. When I tried to make changes on the provided page, I encountered an error. Despite my attempts, I couldn't resolve the issue from my profile even though the new card is set as the default. Due to not having access to my computer for a week, I must resolve this matter within the next hour. I appreciate any help. Thank you.
Reported by GetHuman4031027 on Tuesday, December 3, 2019 5:47 AM
I have a few questions regarding our listing. My sister, a superhost, and I have been managing the rental together. However, she no longer has the time to handle it. The account, along with the listing and reviews, is in her name. Despite this, it is our apartment, and we are the legal owners who do most of the work. My sister is eager to transfer the responsibility to us, but we are uncertain about the process. Is there any assistance you can provide with this transfer?
Reported by GetHuman-tihanala on Tuesday, December 3, 2019 2:40 PM

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