AirBnB Customer Service Issues

I made a booking at 66 Centenary Boulevard Apartment in Umhlanga from 11/12/[redacted] to 22/12/[redacted]. The host is Lungile Zungu. The first payment of R9,[redacted].49 was made by credit card on 28/10/[redacted]. The remaining balance was due on 26/11/[redacted], and I ensured there were enough funds in the credit card. However, there were issues with the payment authorization, which led to confusion. I was not informed by the host or Airbnb about the unpaid balance, and suddenly the host became unresponsive after the cancellation. I have contacted ABSA Bank to address the payment matter. I am now seeking assistance to have my deposit refunded promptly and to ensure such incidents are prevented in the future. I am disappointed by the lack of communication and intend to escalate this issue if necessary. I am hopeful for a swift resolution to this matter.

My name is Liberty Cheung, a Super Host from 17-19 Anchor Crescent, Hockley, Birmingham, B18 5SL, England. Currently on holiday in Egypt, I lost an essential item, my mobile phone (+44 [redacted]), on 9th December. Unfortunately, this has caused me to lose access to my contacts, Airbnb apps, and any connections to Airbnb enquiries and bookings. I kindly request Airbnb support to reach out to my husband, Victor, at +44 [redacted], so we can arrange for him to access my Airbnb account for bookings and enquiries. This temporary solution is needed until the 20th of December when I return to England and can address the situation after obtaining a new phone. While I have a local Egyptian Sim card number, +20 [redacted], I have limited credit, making it costly for me to make or receive calls. Due to the automatic login feature on my lost phone, I struggle to access my account during my absence, and I am concerned about potential bookings or enquiries that I may miss. Your prompt advice on how to proceed is greatly appreciated as I am worried about handling guest interactions until I return. Warm regards, Liberty Cheung 17-19 Anchor Crescent Hockley Birmingham, B18 5SL England

I made a reservation for a studio conference last December 8 and paid half of the total amount, which came to [redacted].08, using my debit card. Regrettably, the host had to cancel our booking because the date we selected was already taken. Airbnb informed me of the cancellation and promised a full refund. The refund should reflect in my account within 5 days. I am hoping to expedite this process as the situation was not our fault. I need the refund promptly to secure another accommodation. Kindly assist me in checking the status of my refund. Thank you.

I found that the information on the website was inaccurate and did not match what we had booked. We had to seek alternative accommodation on the day of our arrival. The issue was not that we did not like our original booking, but rather the host was unable to provide what was advertised. Consequently, we had to pay for the new accommodations ourselves. We did not stay at the original place or use any services there. The situation was very inconvenient, especially being so far from home and having to pay an extra $40 for last-minute arrangements due to problems between Airbnb and the host. The host only provided bed and breakfast, which was different from what was advertised. We believe we should receive a full refund of the $[redacted] paid since the changes were not our fault but a result of the website's misleading information.

I would like to discuss modifying our reservation and understand our entitlement to a full refund. We have reached out for essential information before our trip but have not received proper communication. We worry this lack of response may foreshadow a disappointing experience. We contacted our host, Kim, to express our concerns about the limited communication provided by Airbnb compared to other booking sites. We have shared our contact details and paid for our stay, expecting at least the address and a contact number well before our arrival, similar to other platforms. We hope for a resolution to these issues promptly. Thank you.

Good afternoon, Earlier today, I listed our first room on Airbnb. While trying to upload photos of other areas in our place this afternoon, I encountered an issue where the photos would not upload. I also wanted to clarify the advertisement's title by specifying it was for the room with the terrace. I successfully uploaded my ID but my account is now blocked, awaiting Airbnb's contact. Could you please assist me with checking on this situation promptly so that I can proceed with my listing? Thank you for your assistance. - Alexandra G. (Alex Inn)

My daughter booked an Airbnb for Sunday, December 8th to December 22nd. We dropped her off for her first time staying alone in London, but the host was incredibly rude and unwelcoming. Even though we were just accompanying her, the host's behavior made us uncomfortable leaving her there. The host is listed as a superhost, which was not our experience at all. As parents, our priority is our daughter's well-being and happiness, and this situation left us all feeling upset. The booking reference is HMAMDQH58D, and we paid £[redacted].66. We would like guidance on how to file a complaint and request a refund. Despite the positive reviews, our experience was disappointing, especially considering the host's superhost status. We are disappointed but feel strongly about addressing this issue. Thank you, Rita.

We own two Airbnb properties. The initial one is Cagle Place in Blue Mountain, Mississippi. The new property is the Brownfield house in Walnut, Mississippi, which I am contacting you regarding today. Normally, I request a 24-hour notice for bookings. However, I just received a text at 11:30 stating that Larry will be arriving today and staying until the 17th. I urgently need to speak with a representative. Please contact me at [redacted] at your earliest convenience. Thank you, Kathy V.

My wife fell and broke her leg in two places. She is scheduled for surgery at 3:00 pm today (December 12). We cannot travel and need to cancel our reservation to discuss a potential refund. Address: [redacted] Traverse Drive, Costa Mesa, CA [redacted], United States Confirmation Code: HMAA8P94NS I am unable to access my wife's account and need to speak to a live person. This is the only phone number I could locate. Your assistance is greatly appreciated during this stressful time.

I reserved a room today, and I specifically informed the host not to accept the booking if it was after 3 pm. At 3:05 pm, she messaged to say she had accepted the booking. Since it was past 3 pm, I had already left the area and changed my plans, rendering the room useless to me. The host refused to cancel and requested me to provide another reason that does not affect her. However, it was her fault for accepting the booking after the agreed time. The room is no longer needed, and I do not wish to make the payment. I believe I am within my rights to refuse payment since the host accepted the booking after the specified time. I am disappointed with the level of service provided.

Hello Airbnb support team, I need assistance with a guest request. Unfortunately, I am encountering issues logging into my account. Each time I attempt to access the page, I receive an error message stating "Error code: 500An error has occurred and we're currently working on resolving the problem. We apologize for the inconvenience and should be back online soon. If your concern is time-sensitive, kindly reach out to our customer service line for immediate aid. Alternatively, for non-urgent matters, please refer to our Help Center for further guidance. Your understanding is greatly appreciated. Thank you for your cooperation. Warm regards, Olga D.

I recently received a booking request. After pressing the accept-decline button to inquire further from the guest, I faced issues accessing the site for sign-in. Simultaneously, I received an automated message lacking a salutation that urged me to confirm my account within 10 minutes by clicking the "Confirm Account" button. While I appreciate the reminder, I would still like to proceed with accepting the guest's reservation.

Hello! I made a booking today, but it seems that payment was processed even though I didn't enter any payment details or proceed with the payment. I checked the last 4 digits of the "Mastercard" that was used for payment, and it doesn't belong to me. I'm worried that my account might have been hacked or something similar. I can't find my payment method in my profile to customize it and prevent automatic payment after clicking "book." Please advise or assist me. Thank you.

I logged into your platform using my Google account but identified myself through my Facebook account. I made a reservation for an apartment in Madrid and provided my Visa card information. After being informed that I would receive a response within 24 hours, I received a message from Airbnb at 7 p.m. asking to finalize the booking info. However, they mentioned sending the confirmation to my old email [redacted], which I can no longer access since I forgot the password. I have since updated my email to a new one. How can I find out if my apartment request has been accepted if you sent it to my old email address?

Hello, this is Simon Winter from Auckland, New Zealand. I have booked a place for three nights and paid the initial 50% with my credit card. However, my card had issues and was replaced with a new one with a different number within the same bank and account. I've updated the new card as my default payment method on Airbnb. I'm wondering if my second 50% payment will be processed correctly from the new card or if it might get declined due to being linked to the old card. Any advice on what steps I should take in this situation would be appreciated. Thank you, Si. Cheers.

Hello, I am Yuri Noe Huaypuna M. from a small village in Peru. I recently opened a new bank account at a well-known international bank, BCP. Despite updating my bank details with Airbnb, I have not received payments from my guests. Unfortunately, I am unable to access my Airbnb account from my current location. I would appreciate guidance on resolving this issue. Thank you.

Dear support team, I am experiencing trouble logging into my Airbnb account under the email address [redacted] and login id harviaulakh. The issue lies in the OTP (one-time password) verification process, as it is originally sent to my now inactive USA contact number which I used when creating the account while in New York in March [redacted]. I am currently in India and unable to access this number. I would appreciate guidance on how to proceed with logging into my account and making future bookings. Your prompt response is greatly appreciated. Thank you, Harvinder Singh Aulakh

Hello, I am attempting to reserve a vacation home in the Orlando area. I encountered an issue trying to verify my phone number as I did not receive the SMS code due to having flight mode enabled. After disabling flight mode, I received four SMS codes, but now I am unable to obtain a new code. An error message states I have attempted too many times. I cannot delay the booking process any longer. I urgently need assistance to resolve this matter; otherwise, I will be unable to proceed with booking through Airbnb. Currently, I am at McDonalds with an internet connection, eagerly awaiting a prompt response to rectify this issue. Thank you, K. Sorbye

Hello, I reserved an Airbnb listed as a 5-bedroom home. However, upon making the first payment, the hosts attempted to charge me extra for each bedroom due to pillow covers/sheets. Is it permissible for them to do this given the listing mentions 5 bedrooms? Shouldn't I be able to utilize all of them as advertised? Does this constitute false advertising? Your assistance is appreciated. Thank you.

Hello, I am new to Airbnb and we have four identical, purpose-built, self-catering studios available for rent. I need assistance with setting up one calendar to display the availability of all four studios. Additionally, if one studio is already booked on the calendar, how can we inform guests that we have other studios available? I checked the FAQ page, but the answer provided did not address my specific question. Thank you for your help.