AirBnB Customer Service Issues

Archive 38

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #38. It includes a selection of 20 issue(s) reported December 27, 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 received a notification from Airbnb alleging fraudulent activity on my recent reservations. I am perplexed by this accusation. While booking for my June [redacted] vacation, I used two credit cards because one was over its limit. Now, I am unable to access my Airbnb account and have been banned. I am seeking clarification, a fair explanation, and resolution to this issue. Thank you.
Reported by GetHuman-earronkw on vendredi 27 décembre 2019 12:35
I am still facing an issue with a recent booking made by Glenn Hunter. He initially claimed he couldn't locate our property, which is puzzling as all our previous guests have found it without problems. Airbnb unilaterally issued him a refund without seeking my input. Furthermore, I discovered a cancellation fee of [redacted] Pesos on my account, without any prior explanation. Despite reaching out about this matter three times, it remains unresolved. As a result, I have not received payment for the four bookings we have had since, all due to the cancellation charge on my account. Your assistance in resolving this promptly would be greatly appreciated.
Reported by GetHuman4160206 on vendredi 27 décembre 2019 17:29
Subject: Airbnb Booking IssueHi, I am requesting a full refund for my Airbnb reservation in Greater London. The cleanliness of the room upon my arrival was very unsatisfactory. The building entrance was challenging to access, and the room itself appeared neglected for months. The floor was extremely dirty, the mattress lacked bedding, there were numerous beer cans scattered around, a cupboard sealed with a sticker, broken curtains, dirty clothes, shoes, cigarette butts on a glass table, and overall a lot of rubbish. I am hoping to find alternative accommodation in Zone 1 or 2 of London for the rest of my stay. Thank you.
Reported by GetHuman4161160 on vendredi 27 décembre 2019 19:55
I am the manager/host for a newly listed Airbnb property that is not mine. The owner wants me to be the contact person, but their business account information is currently used for payments. While adding the payment method for the listing, I'm concerned that it may have changed my personal payment information, potentially causing issues for my own future bookings. I aim to keep my personal guest account separate. Is it possible to have the listing under the owner's name with me as a co-host for contact purposes? Could this arrangement keep my personal details separate from the property's listing? I appreciate any clarification you can offer. Thanks, Kim.
Reported by GetHuman-kjaysm on vendredi 27 décembre 2019 22:01
Hello, I recently discovered that the payment method I had for receiving bookings in cash has been removed. It was replaced with a payment method to an account in rubles that I don't recognize. I noticed the page was accessed from Santo Domingo, a place I haven't even visited. One of the payments I was supposed to receive in December ended up in that account. I believe I have been a victim of a cyber attack. What can I do about it?
Reported by GetHuman4162968 on samedi 28 décembre 2019 03:12
Hello, I started to set up an Airbnb host page but I'm having trouble accessing the host section online. Every time I try, it redirects me to the holiday selection page. I want to finish setting up my host page and make it live, but I am facing this issue. I'm worried that I may have accidentally created two accounts: [redacted] and [redacted] I prefer to use the latter account and not the first one. Can anyone assist me with this problem? Thank you.
Reported by GetHuman-juliedv on samedi 28 décembre 2019 13:08
I made a reservation for the Sunkissed modern studio in Kingston, Jamaica for a one-night stay on December 13. Prior to my arrival, I messaged the host introducing myself and explaining the purpose of my trip. While en route to Jamaica, I received a text questioning whether I had made the booking for someone else, as a Mr. Wilson had just checked in. I promptly responded via email confirming that I had not booked for anyone else. However, I did not receive a reply. Despite not staying at the property, my account was charged $64.35. Disappointed by the lack of communication and service, I left a negative review and requested a refund on December 20. Unfortunately, I have yet to receive any response. This experience has led me to believe that this establishment may be engaging in deceptive practices, as reputable platforms like Airbnb typically do not double book accommodations. Warm regards, Sophianna W.
Reported by GetHuman-kadgab on samedi 28 décembre 2019 15:04
Hello, I have been fortunate to have positive experiences with AirBnB in the past. Currently, my family of 14 is on vacation in Florida, staying at an Airbnb property. Unfortunately, we are disappointed with the lack of quality and quantity of amenities provided. We are missing blankets, some lights are not functioning, and the cookware is in poor condition with flaking Teflon. Despite reaching out to the host, we have only received limited responses and solutions, causing frustration. Attempts to contact AirBnB directly via phone resulted in challenges with a recording in French and extended wait times. I trust in AirBnB's commitment to customer service and hope to resolve these issues promptly. Please reach out to me as soon as possible. You can contact me at 1-[redacted] or through live chat if necessary. Thank you.
Reported by GetHuman4166726 on samedi 28 décembre 2019 23:01
Hello, I've been attempting to reach out to the customer service line in Malaysia for assistance regarding ABNB. However, the system repeatedly requests my registered phone number. I am not a member of ABNB and have never signed up for any services through the platform. I require assistance regarding a credit card transaction made by ABNB with the following details: Transaction date: December 27, [redacted] Description: AIRBNB [redacted]9 GBR Amount: CNY [redacted].46 / RM1677.60 Upon consulting my bank, Citibank, they provided me with transaction code [redacted]. I want to inquire about the aforementioned transaction since I do not possess an ABNB account and did not make any bookings through ABNB on the mentioned date. I would appreciate a prompt response. Regards, T.K. Hing
Reported by GetHuman-tanotech on dimanche 29 décembre 2019 04:55
Hello, I am attempting to book a month-long vacation at PD Laguna Resort in Malaysia. We are facing difficulty obtaining confirmation despite processing the payment. We encountered an issue with the photo verification process. I have submitted my photo, but my wife, Larissa, is the registered guest. We attempted to begin again using her passport photo, however, the link for her to take a photograph of herself is not functioning. I kindly request your assistance with resolving this matter. Thank you. Neville Trickett
Reported by GetHuman-ntriket on dimanche 29 décembre 2019 15:49
Hello, I recently returned from a trip to Cuba and had a fantastic experience. Unfortunately, I was unable to leave a review before the deadline due to limited internet access there. I would appreciate it if there is a way for me to submit my feedback for the host's profile. I truly want to share my positive experience. I understand there are typically no exceptions, but I hope you can consider my situation with limited internet connectivity.
Reported by GetHuman-liscampo on dimanche 29 décembre 2019 15:54
The previous guests who stayed at my home left it in a terrible state with damaged linens, a messy floor in every room, an extremely high air conditioning setting, and soiled towels on the floor. I don't plan to file a claim due to the lack of severe damage, but I do not wish to leave them feedback. I would like to inform AIRBNB that I do not want them to book my property again. The situation is tricky as the renter's mother is a local and could impact my business negatively. Any advice on how to handle this delicate situation would be appreciated. My property is Rowe's Nest in Franklin, WV.
Reported by GetHuman-steffro on dimanche 29 décembre 2019 16:13
I have hosted several guests and referred another host, yet I have not received any payments for these. My name is Eileen W., residing at 6 Anchorage Crescent, Terrigal, NSW [redacted]. The host I referred is Mark H. from Avoca. I am wondering why I have not been paid for the referral or for hosting guests. I use the Greater Building Society, with BSB [redacted] and account number [redacted]18. I noticed a 3-cent deposit confirming the account is valid. Thank you.
Reported by GetHuman-ewyard on dimanche 29 décembre 2019 21:55
I was informed by Abnb that the payment for my booking was scheduled for December 18th, as per their message on December 13th. Despite multiple attempts through calls, emails, and texts, I have not received the payment yet. Our bank in South Africa was unable to locate the Transaction IDs provided by Abnb. The support team assigned to resolve this issue has not been responsive to my text messages, and I lack a direct means of communication with them.
Reported by GetHuman4172044 on lundi 30 décembre 2019 09:36
I am unable to access my account as the email it's registered with, [redacted], is no longer available to me. I can't change the account email or reset the password. Can you please help me update this information? I have credits on the account and want to book a holiday soon. I believe some of my friends have used my referral link recently. I've been told an agent would assist, but I never received any help. My new email is [redacted] My contact number in South Africa is +27 72 [redacted]. I would appreciate it if this could be resolved as soon as possible.
Reported by GetHuman3923587 on lundi 30 décembre 2019 14:47
I recently replied to Airbnb's automated message concerning the guest's refund request due to the evacuation for a bush fire threat. I was aware of the situation and willing to refund one night. The guest checked in on Sunday, December 29 and was evacuated the next day due to the bush fire risk. I am unsure about the refund amount requested by David, which Airbnb mentioned as $[redacted].10. Our rate is $[redacted] per night, and we are prepared to refund the second unused night. Could you please clarify where the $[redacted].10 refund claim is derived from? Thank you for your assistance. Booking Details: - 2 adults - Check-in: Sun, Dec 29, [redacted] - Checkout: Tue, Dec 31, [redacted] - Booking date: Sat, Nov 9, [redacted] - Confirmation code: HMAFYZQYXF Payment Breakdown: - $[redacted] x 2 nights: $[redacted].00 - Cleaning fee: $80.00 - Service fee: -$11.88 - Total (AUD): $[redacted].12
Reported by GetHuman-hilaryde on mardi 31 décembre 2019 00:15
Upon arriving at the Airbnb located at [redacted] West Beach Blvd, Gulf Shores, Alabama [redacted], my family and I were dismayed by the poor condition of the property. We immediately contacted the owner about the peeling wall panels, holes, cracks in the ceiling, and the overpowering smell of mildew permeating the entire house. Despite our desire for a refund to relocate to a hotel, we were informed of the strict refund policy, leaving us stranded in these unsatisfactory conditions. Furthermore, we have now encountered black mold in the shower corner, which is unacceptable by any standard, including those set by Airbnb. Seeking a resolution, I am reaching out on behalf of my mom, who made the reservation for our stay that began on 12/30/19.
Reported by GetHuman4176964 on mardi 31 décembre 2019 01:22
Hello, I have contacted the landlord but have not received a response yet. Therefore, I wanted to reserve the vacation rental. After making the reservation, I received an email from PayPal stating that I had authorized the full payment. Now, my question is, what should I do if the vacation rental does not meet our expectations. Will a portion of the amount be withheld if I need to cancel? Thank you for your assistance. Mark
Reported by GetHuman-mark_mac on mardi 31 décembre 2019 13:05
I am writing to share my recent disappointing experience in Bergen, Norway. I want to address the issues we encountered with our Airbnb host, Him, who is apparently a superhost. Our stay was marred by several problems, starting with unclear parking instructions that led to our car almost being towed. Despite trying to contact Him for clarification, we were left stranded. This lack of assistance resulted in a hefty fine of [redacted] Indian Rupees, a cost we feel should not have been our responsibility had the host been more communicative. Moreover, the neighborhood appeared unaware of guests staying in the rented property, causing further confusion and frustration. I believe it is essential for Airbnb to reconsider Him's superhost status due to the unacceptable conditions we faced during our stay. The untidy house, foul odors, limited room availability, and lack of basic amenities made our visit extremely unpleasant. I have attached screenshots of our attempts to contact the host and the fine receipts for your reference. I sincerely hope Airbnb will investigate this matter and provide a resolution that is fair to us, the guests.
Reported by GetHuman-aditisa on mardi 31 décembre 2019 15:34
Hello. I placed my Airbnb account "On Hold" in February [redacted] due to selling our property, but the sale fell through. We have since upgraded our ranch and would like to reactivate the account for "Green Acres Ranch" in Thompson Falls, Montana [redacted]. The email associated with the account is now [redacted] I attempted to log in, but the system does not recognize the email address. I appreciate any assistance. Thank you, Cindy Bronner.
Reported by GetHuman4180365 on mardi 31 décembre 2019 18:38

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