AirBnB Customer Service Issues

Archive 32

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #32. It includes a selection of 20 issue(s) reported December 3, 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 recently stayed at a location and received a negative review regarding cleanliness. I posted a positive review but would like to withdraw it due to the impact of the negative review. This was my first Airbnb experience, and receiving a negative review has concerned me about future rentals. Any assistance you can provide would be greatly appreciated.
Reported by GetHuman4032682 on Tuesday, December 3, 2019 2:47 PM
1. I am having trouble receiving texts from Airbnb as they only have my landline number on file. I am unable to provide a mobile number as I have exceeded the attempts allowed. 2. I need to make a reservation in Claremont, Cape Town, South Africa, from Feb. 9 to Feb. 14, [redacted]. I have already made the booking and paid in full with a debit card. Airbnb is requesting two photos of personal ID for security reasons, but I am having difficulty sending these photos from my computer. I have a deadline of 5 hours to upload the photos, but I am currently unable to do so. Can you help me out? Sincerely, MF ([redacted])
Reported by GetHuman4034954 on Tuesday, December 3, 2019 7:38 PM
I reserved a place for 3 people, but somehow during the booking process, it changed to only 2 guests without my noticing. The host contacted me the next day, asking for an extra $60 to accommodate the third person. I declined because it was beyond my budget. I mentioned in my booking message that it was for 3 people and didn't see any additional charges during payment. They mentioned the extra charge after 4 pm, making it impossible for me to request a full refund within the 5-day period that ended at 4 pm. If I had known about the extra fee, I wouldn't have booked. I asked for a cancellation given the circumstances and the short time frame since booking. The host seems reluctant. I just want a full refund to find a more affordable place for 3 people on the site. Any assistance in securing a refund would be greatly appreciated.
Reported by GetHuman-cassyvan on Wednesday, December 4, 2019 4:58 AM
Subject: Complaint Regarding Noise Disturbance from Geeno Lodge at 81 Webber Road I am writing to bring to your attention the ongoing issue of noise disturbance caused by Geeno Lodge located at 81 Webber Road in Lambton, Germiston. Despite multiple complaints to Ekurhuleni, the problem has persisted, negatively impacting the residents in the nearby homes. The disruptive noise and behavior of this Airbnb establishment have consistently disrupted our daily lives. Recently, my son came across an advertisement on Instagram promoting an event at Geeno Lodge scheduled from 12 pm until late on the 30th of November, as shown in the attached image. Additionally, a separate post on their social media page advertised a swimming party on the 6th of December, set to run from 5 pm to 3 am. The constant disturbance caused by these events in a residential area is unacceptable, and I kindly request that this matter be addressed promptly. Sincerely, B. Worthington
Reported by GetHuman4038097 on Wednesday, December 4, 2019 8:36 AM
1.) The room we were given did not match the description as it had twin beds instead of a queen bed. 2.) We noticed dog hair all over the room upon arrival. 3.) The linens were dirty and had stains on them. 4.) Initially, there was no proper covering on the bedroom window, only a cloth on a shower curtain rod. 5.) There is a concern as there is no lock on the room door for security. 6.) The size of the room is very small, with no closet or drawers for our belongings; instead, the host offers a rack with hangers and a chest of drawers in a shared space outside the room.
Reported by GetHuman4041666 on Wednesday, December 4, 2019 8:12 PM
Our host was unavailable for the first 5 days of the month we paid for. We were hoping to drop off our items at her house but have been unable to reach her to coordinate access as she initially mentioned. I am frustrated with the lack of communication and assistance. I now simply wish to receive a refund so I can allocate the funds for other purposes.
Reported by GetHuman-thnmln on Wednesday, December 4, 2019 10:03 PM
Dear team, I have not received a response to the query I made 3 days ago regarding a payment discrepancy concerning my last guest (Ricardo) who stayed in my apartment between November 26th and December 3rd of this year ("Entire apartment in Santiago Centro" in Chile). Additionally, I have not received payment for the extra 2 days added to the last reservation (initially 5 days were paid for, but the additional 2 days have not been paid despite the guest checking out 2 days ago). Lastly, there is furniture damage from the last guests who stayed between November 26th and December 3rd. Since I did not have the "Security Deposit" option activated, I would like to know how I can receive compensation for this damage. I have reached out to the guest (Ricardo), but he has not responded to my message. I look forward to your prompt reply, thank you.
Reported by GetHuman-dvwdvw on Thursday, December 5, 2019 2:03 PM
Hi, I made a booking through a host named Edward Riley in Abbiategrasso Milano, Italy, as I had never used Airbnb before. I received an email from Airbnb with payment details. I'm wondering why I haven't received any confirmation of this payment. Could you please let me know if you are aware of this booking? The host hasn't responded to my email, so I hope to hear back from you soon. Thank you.
Reported by GetHuman-yanymp on Thursday, December 5, 2019 4:55 PM
Hello Airbnb, I hope you are well. I am writing to inquire about my payout. I was notified by Airbnb that the funds were scheduled to be credited on the 24th of November. However, upon visiting my bank, I did not find any payment reflected in my bank account. I kindly request a detailed report of the payout, including the Swift and IBAN information that I previously provided through the International Wire payout method on my account. Thank you in advance for your assistance. I am eagerly awaiting your response. Best regards, EP
Reported by GetHuman-popova on Thursday, December 5, 2019 6:13 PM
There is a concerning situation involving an individual named Britainy Townsel, possibly using the last name Moore, engaging in illegal activities at Airbnb locations in Tampa, Florida. She is using a card under the name John Moore without his knowledge and may be associated with dangerous individuals. Furthermore, she is requesting others to create fake profiles to process payments and has a fake ID for her non-service dog. It is advised to be cautious as she is facing a potential prison sentence of 5 years due to an ongoing court case. The current address of concern is [redacted] E 28th Ave in Tampa, where she resides. A heads-up is being shared anonymously to ensure the safety of others.
Reported by GetHuman-stayinga on Thursday, December 5, 2019 6:33 PM
Hello, we are currently facing an issue with finalizing our payment to our Airbnb host in Vilanculo, Mozambique. Our credit card was blocked by Standard Bank due to suspicious activity related to Airbnb. After receiving a new credit card, we are unable to add it to our Airbnb account to complete the payment. Urgent assistance is needed to make the final payment for our booking. Thank you, S.N.
Reported by GetHuman-sbunkabi on Friday, December 6, 2019 1:51 PM
Dear Sir/Madam, I recently made a reservation through AIR BNB for accommodation in Kyoto, referencing HMABNHCEJF, for approximately $[redacted] AUD. Upon contacting the host, Ms. Takako, I was informed about an additional charge of [redacted] yen per person per day for the duration of our stay. As our booking spans 30 nights, this amounts to approximately 12,[redacted] yen or $[redacted] USD in total. I am disappointed as this extra fee was not disclosed at the time of booking. It feels misleading and unfair to only discover this additional cost after making the full payment. In Australia, such practices would be considered deceptive and dishonest. I kindly request for this unexpected charge to be waived from our booking expenses. Thank you for your attention to this matter. Sasha Lee
Reported by GetHuman-kupitdom on Friday, December 6, 2019 3:19 PM
I have a reservation for a property located at [redacted] SW Ann Arbor Road, Port St. Lucie, FL [redacted] on 12/28. The reservation was made by my boss's girlfriend, Wen Vaughan. I have tried to contact the host twice but have not received a response. I need to know how we can access the property on 12/28 at 3:00 PM, as it is the check-in time. I need this information to share with my family members who will be joining us.
Reported by GetHuman-m_stasik on Friday, December 6, 2019 8:22 PM
Hello, I'm looking for assistance regarding my Airbnb account. I connected it through Facebook originally, and now I need to update my email address. After following the steps in the Help Center to create a password by logging out, I am unable to receive the email to proceed further. I am requesting guidance on how to change my email to my current one without being able to log back in successfully. Thank you for your help.
Reported by GetHuman4055703 on Saturday, December 7, 2019 4:59 AM
Dear AirBNB, I am writing to address the cancellation of my upcoming trip to New Zealand on February 17, [redacted]. Unfortunately, I need to cancel this trip because my wife, who was supposed to accompany me, has unexpectedly fallen ill and our doctor has advised against traveling. We have a medical statement from our doctor for her condition. Could you kindly guide me on where to submit this documentation? Given the circumstances, I am kindly requesting a full refund for our trip. While this situation is beyond our control, we prioritize our health above all else. I appreciate your assistance with this matter. Sincerely,
Reported by GetHuman4055706 on Saturday, December 7, 2019 5:00 AM
Hello, I am writing to address an issue I encountered at My Sweet Havana while attempting to check in with my friend and our two girls. The host informed us that children were not allowed, despite our prior booking for the four of us, adults and children included. I followed the reservation instructions accurately, specifying the number of adults and children over 2 years old. This information guided my search and decision to stay at the location. The house rules also confirmed that children over 2 were welcome. Confronted with this unexpected refusal, I contacted the host and was advised by her to cancel the reservation for a refund. I complied but am uncertain about the refund process, as the host mentioned that I would receive the money through you instead of from her directly. I am currently staying at a motel, paying more than the original Airbnb costs. I would appreciate an update on when I can expect the refund. Thank you, Gaitrie Poeran
Reported by GetHuman-gpoeran on Saturday, December 7, 2019 6:15 AM
As a Christian, I am looking to list my flat below my home. I want to specify that only married heterosexual couples are welcome in my listing. It is my residence, and I believe I have the right to make this request. I am unsure if Airbnb will permit me to list my property in this manner or if they will consider it discriminatory. If they view it as discriminatory, I feel it would be unfair as I should have the freedom to set the conditions for my rental. I am eager to find out the response to my query.
Reported by GetHuman-meirm on Saturday, December 7, 2019 12:00 PM
I am seeking a full refund due to numerous issues with the accommodation. The room lacks a secure door and the building's entrance does not lock correctly. The blankets provided are thin and have holes, towels were missing despite being promised as basic amenities, and the soap dispensers were broken or nearly empty. Some showers had malfunctioning water heaters, and there were bugs and ants in various areas. Additional charges were required for towels, beds, and pillows, while the advertised Wi-Fi was unreliable. Breakfast was not provided on the second day. We had to secure alternate lodgings due to the unsatisfactory conditions. The bed sheets were visibly stained, the washrooms were extremely moldy, and overall, the property felt unsafe despite claims of CCTV surveillance. We possess photo evidence of these issues, including broken locks.
Reported by GetHuman-jaesori on Saturday, December 7, 2019 2:54 PM
Hello, my name is Daxton Cheshire. I am currently renting an Airbnb in San José, California, room #5. My confirmation number is HMAAPE55AF. Unfortunately, a family emergency has come up, and I need to drive home tonight. I am heading to the Airbnb to collect my belongings. Is it possible to receive a refund for tonight since I won't be staying? I would still be happy to leave a positive review and give 5 stars. Thank you.
Reported by GetHuman-daxwax on Saturday, December 7, 2019 11:35 PM
My reservation for New York with confirmation # [redacted] was confirmed, and the payment was deducted from my bank account. However, upon check-in at the hotel, they claim to have received no payment and insist on me paying the full amount. Rosa, the host at Airbnb, has not been responsive to my messages, leaving me stranded since 11 am in the hotel lobby trying to resolve this issue. I urgently need assistance.
Reported by GetHuman-topprope on Sunday, December 8, 2019 1:40 AM

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