AirBnB Customer Service Issues

Archive 36

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #36. It includes a selection of 20 issue(s) reported December 19, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, I rented an apartment in Punta Cana from December 17th to 31st. Unfortunately, the apartment was in poor condition with a bad smell and an unsafe neighborhood. We had to move out the next morning at 9 a.m. I tried contacting the host multiple times but was unable to reach him. I informed him that we were leaving since 1 a.m. on the night of December 17th. The place seemed more like an old, subpar hostel and he also rents it out to others. I am seeking a refund as I only stayed there for about 6-7 hours.
Reported by GetHuman-andrei_a on Thursday, December 19, 2019 12:42 AM
Dear Customer Support, A month ago, we made a booking for a place. Half the amount was deducted when we booked it. Unfortunately, my friend's card was stolen and blocked by the bank. The reservation includes an invitation to the accommodation. Even though my account has a verified payment method, Airbnb did not deduct the remaining money from my account. We received an email stating that if the payment is not completed within 72 hours, the reservation will be canceled. We have added new card details and set it as the default payment method, but the remaining money has not been charged yet. Please investigate this issue and assist us promptly. Thank you.
Reported by GetHuman-urfanha on Thursday, December 19, 2019 8:22 AM
Hello, I need assistance with my booking in Diveagar. The host is refusing to confirm my stay due to alleged non-payment. I am traveling with a child and a senior citizen. Despite my attempts to resolve the issue by contacting the host, she has been uncooperative and rude. She insists that I should contact Airbnb myself. I am concerned about the legitimacy of this situation and would like a full refund if the matter cannot be resolved promptly. Thank you.
Reported by GetHuman-piyapark on Thursday, December 19, 2019 8:28 AM
I've been experiencing difficulty logging into my account due to a password issue. Despite several attempts to reset the password, I'm being prompted to enter an old password that is not being recognized. The email links provided to reset the password have also been unsuccessful. I have an upcoming booking in 2 days and it's crucial that I have access to my account. Any assistance would be greatly appreciated. Thank you.
Reported by GetHuman4120855 on Thursday, December 19, 2019 8:31 AM
I created my account yesterday, and it became active right away, which was unexpected. I have already received 3 bookings, but I made an error with the pricing, accidentally renting out 2 rooms for 70 euros each instead of per room. This is not acceptable, and I need to address this issue with the guests. I am unsure how to properly inform them about the cancellation and if there is a way to avoid fees or being penalized for cancelling.
Reported by GetHuman-csomaan on Thursday, December 19, 2019 11:20 AM
I have been in touch with several of your customer service representatives, but unfortunately, I have not received clear and consistent answers from any of them. I made a booking for a unit yesterday, but I have yet to receive a confirmation of the successful booking. Strangely, P6153 has already been deducted from my account. Initially, one representative mentioned that Airbnb did not receive the payment, yet my bank confirmed the transaction. Subsequently, another representative stated that the payment was indeed successful, but the booking was not. This conflicting information has left me puzzled. I urgently require clarification on the status of my payment. A prompt response would be greatly appreciated.
Reported by GetHuman-mrvnptt on Thursday, December 19, 2019 2:05 PM
I was removed from my Airbnb account over an accusation of overstaying, which is completely untrue. The operator is not responding to my emails. As I explained on the phone and to the host, there was a booking system error. I can prove I was not in the UK during the alleged dates. I attended a conference at the University of Sheffield, and I can provide evidence of this. It was a mistake that disrupted my stay and caused inconvenience. I ended up having to pay for accommodations I didn't use and sleep on a sofa. Despite being a longtime Airbnb user without previous issues, I was unfairly accused of misconduct. I have documentation to support my claims, including passport stamps from Jordan and the UK. I am seeking to resolve this misunderstanding with the operator. Thank you for your assistance.
Reported by GetHuman4121838 on Thursday, December 19, 2019 2:06 PM
Good morning, I booked a 4-day stay through Airbnb from December 4th to 8th in an apartment in Florence. The owner complained about 'disorder' found in the house (a glass with cigarettes inside) after 11 days and is requesting a payment of 50 euros, threatening to charge it to the credit card used for the initial payment. If not paid, they are threatening to deduct the total amount spent for the stay. Can the apartment owner charge money directly from the customer's card? What should be done to resolve this situation?
Reported by GetHuman-irenemio on Thursday, December 19, 2019 3:33 PM
I encountered a significant issue with my reservation during my recent trip to Puerto Vallarta. I had to switch rooms due to multiple problems, which made it difficult for me to unwind and enjoy my vacation. I am seeking a refund for one of the reservations as I only stayed for a few hours, yet was charged around $56 after a partial refund that I find unjust.
Reported by GetHuman4123237 on Thursday, December 19, 2019 6:10 PM
Hello, I have some unfortunate news and am seeking your assistance. A close friend battling stage four metastatic sarcoma has requested my presence this weekend to assist them during their final round of chemo. Unfortunately, this means I must cancel my reservation at the mini flat near Telegraph Ave in Berkeley. The host advised me to contact Airbnb directly, and they will then liaise with him regarding the cancellation. Due to the circumstances, I kindly request a refund for my booking. I wish to handle this situation appropriately, especially since this is only my second time using Airbnb, and my first experience was excellent. I appreciate your help. Regards, Karyn
Reported by GetHuman-karynad on Thursday, December 19, 2019 8:48 PM
Our building welcomes pets, but guests are responsible for any noise or fines caused by their pets. Unfortunately, a resident left their pets unattended, leading to us receiving a fine later on. We contacted the Airbnb guest to request reimbursement for the fine, but we have not heard back from them. We hope to resolve this matter promptly before it escalates further.
Reported by GetHuman4124819 on Thursday, December 19, 2019 10:27 PM
I am having trouble registering as I cannot upload a photo of my wife and me. I managed to upload a picture of my daughter, but now I cannot delete it, and the option to upload a new photo has disappeared. I am about to enter my wife's mobile contact number to continue with the registration. Any suggestions? The place I am trying to book is The Comfort Zone in Twickenham.
Reported by GetHuman4126900 on Friday, December 20, 2019 10:09 AM
As the owner of Trogonhouse and Forest Spa in Plettenberg Bay, South Africa, known as a BNB in the Crags, I am facing a concerning issue. A former tenant, Nicci Brand, whose lease expired in August [redacted], has allegedly listed the property on AirBnb without our knowledge. This has resulted in unexpected guests arriving, claiming they have booked and paid for rooms through AirBnb, inconveniencing us as we are typically fully booked and unable to accommodate them. The lack of communication from Nicci Brand has made it challenging to resolve this matter promptly. Urgent action is needed to prevent further damage to our reputation and avoid embarrassment for both us and AirBnb. Any assistance on how to address this situation would be greatly appreciated. Regards, Mynhardt Bester Owner
Reported by GetHuman-wardbest on Friday, December 20, 2019 2:12 PM
Hello, I have attempted to reset my password four times but have not received the reset password link in my email. Despite entering the correct email address and clicking on the reset password link, I have not received the email with the link each time as promised. This issue is preventing me from booking an Airbnb for January as I am unable to proceed without resetting my password successfully. I kindly request assistance to resolve this matter promptly. Thank you.
Reported by GetHuman-jim_wels on Saturday, December 21, 2019 1:16 PM
I received an email notification from Airbnb regarding a payment violation on my account [redacted] As a dedicated host for over 7 years with a good reputation, I am concerned about the accusation. I would like to address this issue with Benedeto. There was a reservation for Thomas from the 18th to 24th of December at our villa, but the guest didn't show up, which is in violation of our policy. We made efforts to reach out to the guest but received no response. We did not offer any refunds as the guest failed to honor the reservation. I have attached our conversation and reservation details for reference. I value my partnership with Airbnb and take pride in being a trustworthy host. I am puzzled by the implication of fraudulent activity and hope for a prompt resolution to clear my account and reputation. Looking forward to your response and clarification, dear Benedeto. Thank you for your attention to this matter. Bojan Brocic
Reported by GetHuman-bojanbr on Saturday, December 21, 2019 1:49 PM
I am having trouble accessing my account due to changes in my personal situation. I receive reservation notifications via text messages on my phone, posing a significant challenge. I am seeking assistance in deleting the account as I am unable to recall my email address and password. Full Name: Anneke Kelders Kassenaar Address: Gerlachstraat 72, Netherlands Phone Number: +[redacted]4 I can provide specific details about the account, but unfortunately, I no longer remember the email address associated with it. I do believe the password contains elements83. Your help in resolving this issue would be greatly appreciated.
Reported by GetHuman-anne_kas on Saturday, December 21, 2019 7:48 PM
To whom it may concern, I am reaching out regarding my recent booking on Airbnb in Surfers Paradise. The apartment was named 'A Central Surfers Paradise Location with Free Wifi', hosted by Andgelika and Vlad. I was scheduled to stay from the 24th to the 30th of January. Due to a broken lift in the apartment building, Andgelika encouraged me to cancel. Regrettably, I had to cancel as access to the 7th floor was impractical. I am now looking to rebook elsewhere promptly to secure accommodation. Andgelika has stated that the refund of $[redacted].63 needs to be processed through Airbnb, rather than directly by her. Your assistance in expediting this transfer would be greatly appreciated. Thank you for your attention to this matter.
Reported by GetHuman4135975 on Sunday, December 22, 2019 1:48 AM
We recently checked into the Ohana property in Alibaug and found it to be disappointing. The bathrooms were unclean, the rooms were dusty, towels were torn, and there was only one towel per bathroom. Additionally, there was no water in the bathrooms, the kitchen was dirty, and the AC was not working. Overall, it was not up to Airbnb standards. Our booking is under the name of Utpal S. We had paid in advance. Please assist us in moving to another one of your properties. We are traveling from a far-off place and this experience is not what we expected from an Airbnb rental. Please help as soon as possible.
Reported by GetHuman4136779 on Sunday, December 22, 2019 8:18 AM
Hello, I made a booking request for December 21, [redacted], at 19:18 for a stay from the 22nd to the 26th in Madrid. I received an email stating, "Your request was sent. This is not a confirmed booking - at least not yet. You’ll get a response within 24 hours." I have already arrived in Madrid and made a booking for today. However, as per the policy, I need to wait 24 hours, and I am unsure what to do at this moment. Please provide prompt guidance. Thank you, R.H.
Reported by GetHuman-rezahabi on Sunday, December 22, 2019 9:51 AM
I recently noticed an unexpected charge on my bank statement from Airbnb and I'm confused as to why this happened. A while back, I made a payment for a few nights on my friend's account. Since then, Airbnb has been charging me instead of her. We thought the issue was resolved, but now I have a new charge on my account, and I know it's not from her as she is currently hospitalized. My bank advised me to reach out to Airbnb first regarding this matter. The reference number for the charge is HMAA5QKAR.
Reported by GetHuman-dawnnotm on Sunday, December 22, 2019 12:38 PM

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