AirBnB Customer Service Issues

**URGENT - IDENTITY VERIFICATION** I encountered issues with verifying my identity in a previous booking, causing us to miss out on reserving a great accommodation in Prague. After finding another room, I attempted to verify my identity. I realized the problem may stem from using my sister's card since I am only 21 and do not have my own. To match the address with the payment method, should I input all my sister's details during verification? I also mistakenly input the wrong house number for her card details; will this cause a problem? I am exhausted from spending a lot of time on this and feeling unwell, so I hope for assistance to resolve this matter efficiently.

Yesterday, I received a text notification about "my booking," but I want to clarify that I did not make any bookings. Today, I received a message from the property owner mentioning the nice weather they need, which clearly does not apply to me. It seems there may be a mix-up with my account as my friend Carolyn Kerry appears to be linked to my profile instead of me, Caroline Robertson. I am currently in rainy Britain, while she is in Australia. Her contact number is ++44 7[redacted]05. It looks like these messages may have been meant for her. Could you please separate our accounts and make the necessary corrections? Thank you.

Dear Airbnb, we kindly request special consideration for a host referral payment. Our sister-in-law, Pam Alexiuc, a Superhost from Carina, Brisbane, Queensland, has guided us through becoming hosts. She has met all requirements for the referral program by encouraging, advising, and assisting us, leading to our first guest currently staying with us until Wednesday at 10am (Australia time in WA). We were unaware of the correct procedure regarding host referral payments until now. We appreciate your help in this matter and await your response. Thank you for your support in our journey as new Airbnb hosts. Best regards, George & Tanya Alexiuc (SPC in Bedford, WA)

Hello, I have a two-night stay reserved for the 24th and 25th of January as a birthday gift for my mother. I opted to pay half when I made the booking on the 23rd of December and the other half on the 9th of January. Due to some unexpected bills debiting my account recently, I lacked sufficient funds for the second transaction. I understand that the deadline to settle the remaining balance is the 16th of January; otherwise, the reservation will be canceled, and I'll be refunded. This was a Christmas present for my mother, and I really don't want to disappoint her! My next payday is on the 23rd of January, so I kindly request an extension on the deadline for the second payment until then when I'll have the necessary funds in my account. I would greatly appreciate your assistance with this matter. Best Regards, Dan

I have a question. I made a booking and paid $75 for cleaning. The host just sent me a detailed list of tasks I need to do before checking out, essentially cleaning the entire place. I always ensure to leave a place tidy, but this seems excessive! This is what they mentioned: - Strip the bed, put linens in washer, start it - Leave dishes clean or in the dishwasher, start it - Dispose of all trash in outdoor bins under stairs - No smoking inside or on the deck to avoid a cleaning charge - Lock box code: [redacted] I find it a bit much to pay $75 for cleaning only to be asked to do so much before leaving. It's bothering me more than it should! Thank you! Roro

Sehr geehrte Damen und Herren, ich habe am Samstag, den 11. Januar [redacted], über Sie eine Ferienwohnung in Gallipoli, Italien, gebucht und per Sofortüberweisung bezahlt, um sicherzustellen, dass alles reibungslos verläuft. Der Betrag von [redacted],93 € wurde von meinem Konto abgebucht. Leider wurde die Buchung in den frühen Morgenstunden des Sonntags storniert, da ich nicht rechtzeitig ein aktuelles Foto gesendet habe. Trotz mehrerer Versuche konnte ich keinen Kontakt zum Anbieter herstellen oder die Reservierung erneut vornehmen. Ich bitte darum, sich mit dem Anbieter Giovanni in Verbindung zu setzen, um entweder eine Rückerstattung des Geldes zu veranlassen oder die Ferienwohnung für mich erneut zu reservieren. Ich hoffe auf eine schnelle und positive Rückmeldung, damit unser geplanter Urlaub in Gallipoli doch noch stattfinden kann. Ich werde gegebenenfalls rechtliche Schritte einleiten müssen, falls keine zufriedenstellende Lösung gefunden wird. Anbei finden Sie den Rechnungsbeleg und den Nachweis der Sofortüberweisung zur weiteren Prüfung. Mit freundlichen Grüßen, [initials]

To Whom It May Concern, I would like to bring to your attention the unsatisfactory experience I had with a room I booked through Airbnb China a month ago. The room was dirty and disappointing, filled with cat hair due to three noisy cats living in the small house. The host, Jacky, requested an additional deposit which has not been returned despite his denial of ever receiving it. Airbnb China has not been helpful in resolving the deposit issue, claiming it was an off-site payment. This experience has tarnished the reputation of Airbnb China, affecting my future booking decisions. Thank you for your assistance. Sincerely, NAN JIANG

Dear Airbnb, I encountered a problem with my bookings. Initially, I attempted to reserve a property in Rincon, Puerto Rico for $[redacted], but it was unavailable for my dates. I went on to book another place for $[redacted]. However, I recently noticed that both reservations were confirmed. I wish to cancel the $[redacted] booking and receive a full refund, as I am unable to cover the cost of two bookings. Despite my cancellation request, I was informed that only the cleaning fees and taxes, totaling around $79, would be refunded. I made the booking less than 24 hours ago and urgently need a full refund. I appreciate your understanding and assistance in resolving this matter. Thank you. Best regards, Melodie

I made a payment of [redacted] euros (3 months deposit) for a long-term rental. The company then requested an additional [redacted] euros, explaining that there was an issue with delivery. They mentioned a new insurance requirement for keys and documents by Slovak customs. This insurance, equal to the deposit, must be paid to proceed with the transaction. The instructions were to transfer the amount to the provided bank account. I am unable to submit another [redacted] euros as it was not part of the initial reservation terms. The company assured me they would resolve the matter and refund me if unsuccessful within three days. However, despite sending two emails, I have not received any response. I am frustrated and anxious about this situation. Kindly address and resolve this issue promptly.

About three weeks ago, I reached out regarding a hacked Airbnb account ([redacted]) used to book trips to Los Angeles during Christmas. After notifying my bank and receiving a refund, my two trips were unexpectedly canceled when Customer Service merged the hacked account and another I had ([redacted]). One trip to Narragansett in August was refunded. I managed to rebook that trip after contacting the host despite encountering difficulty transferring another upcoming trip to Naples on February 5th from the valleystove account to the oldhippie account for payment by February 3rd. The current challenge is accessing the February trip on the valleystove account within Airbnb. Host George/Fabiola advised me to seek help from Customer Service. Despite multiple attempts, I have been unable to resolve this issue even after contacting multiple representatives and receiving unhelpful emails. Unable to access the valleystove account, I require immediate assistance to transfer the February trip to the oldhippie account before the payment deadline. I urge you to address this matter promptly.

I recently had a guest stay named Alice. Unfortunately, she requested to check out at 11 pm, which was too late due to another guest arriving the next day. I tried to negotiate a noon check-out time, but she was unhappy about it. Alice threatened to leave a negative review, claiming I did not communicate well. I reached out to her through various channels but received no response. She also mentioned a broken fridge, but when I offered to fix it, she said she wasn't around. I'm willing to share our WhatsApp conversation to clarify the situation. I feel her threats are unjust, and I seek advice on how to handle this situation fairly.

I recently reserved a property in Destin, Monaco Sands, through Jared. I received an unexpected email from "UNO" regarding an additional fee for tourist tax not mentioned in my original agreement. I find this unexpected charge to be misleading and unfair. Below is the email received from UNO: Hello Katherine, We are excited to welcome you to Monaco Sands | Heated Pool | Beachfront. We appreciate having you as our guest and hope you are just as excited. Here are your booking details: Arrival Date: February 15, [redacted] Departure Date: February 18, [redacted] Number of Nights: 3 Please note that the city requires us to collect a tourist tax on the rent from every guest, not supported on Airbnb. You will receive a separate Airbnb request to pay this tax. Total Tax Due: $29.40 You will receive your check-in details from Justin Shane within 6 days of your arrival, per our policy. Thank you.

I originally made a 10-day reservation in April but had to modify it to an 8-day stay in August. I was charged £[redacted] for these changes, which I find excessive and unjust. I believe it is unfair to deduct money from my account without my consent, especially since there is no clear policy allowing for such actions. The service fees were not transparent and were not disclosed upfront. Had I known about these hidden costs and unclear policies earlier, I would have chosen a hotel instead of booking with you.

I have been attempting to book an apartment in Vale Verde, Portugal through your platform for two weeks. The price has fluctuated from £90 to £[redacted] per night. Initially, after providing my credit card information, there were issues with contacting the owner within 24 hours. Subsequently, there were offers for alternative accommodations. Following this, I was wrongly accused of contacting the owner directly, which I did not. Despite repeated attempts to clarify details about the apartment, such as the floor it is on and the correct price, I have faced challenges. The provided help email also seems to be ineffective. Your prompt assistance in resolving these booking difficulties would be greatly appreciated. Thank you.

Hello, I rented an apartment in Tamarin, Mauritius from October 31 to December 20, [redacted]. Prior to leaving, the hosts informed me about a higher electricity bill due to my increased use of the air conditioner. Given the hot weather and the necessity of the air conditioner to preserve food and prevent overheating, I used it frequently. The hosts expect me to cover Rs6000 for the bill, claiming they never pay more than Rs2000 monthly. I am unsure how to address this as the charges were not mentioned upfront, and I lack details to request reimbursement from my employer. Also, I am unsure if it is permitted to handle this outside of the AirBnB system. The hosts are persistently contacting me for payment, and I seek guidance on how to proceed.

I have been attempting to book an apartment in Vale Verde, Portugal through your website for the past two weeks. The price started at £90 per night, increased to £92, and now stands at £[redacted] per night. After providing my credit card details, I was informed that the owner could not be reached within 24 hours. Subsequently, I was offered different properties as alternatives. I received an email accusing me of contacting the owner directly, which I did not do. I have repeatedly asked about the floor the apartment is on, but have not received a clear response. The provided help email is not functional. Please assist me with the booking process and clarify the price and floor details. Thank you. Kind regards, D. Collinson [redacted] www.wineatdot.com

I booked Swallows Rest at High Greenrigg for April 12 to 17, but had to cancel because my partner couldn't get time off work. I made the reservation without his knowledge. On your site, it states that I am entitled to a full refund, minus the booking fee. However, the remaining funds are not being refunded to me. I canceled my booking only six days after making it, giving them plenty of time to find another guest, which they have done. It seems unfair as they did not lose any money, only me. Working part-time, I need to save this money and feel like I have been unfairly treated. I would appreciate a prompt resolution and a refund. This experience has made me more cautious about online bookings. I am upset that my money has been kept without a valid reason just because I canceled. I hope you can address this issue quickly. This is my first experience with Airbnb.

Hello, I am currently searching for an apartment in Brussels and came across a listing for a furnished apartment on an external website. The owner mentioned conducting the transaction through Airbnb, providing details on the process that involves meeting an agent to inspect the apartment within 48 hours. The owner explained a payment procedure through Airbnb for booking the apartment and expressed confidence in my satisfaction, assuring me of a refund if I choose to cancel. I am unsure if this method is legitimate with Airbnb or a potential scam. I appreciate any advice on this matter. Thank you, Tom Belleflamme

I had a reservation for a house, but one family backed out, so I needed a smaller and more affordable option since I would be paying for the entire stay. Before canceling the first booking, I wanted to ensure there was another available place. After booking a second reservation, I noticed that my refund for the first booking was adjusted from a full refund to charging me a service fee. If I didn't book the second reservation through AIRBNB, I would have received a full refund. However, since the second booking was made on AIRBNB just a minute before canceling the first one, I was charged a $[redacted] service fee. If I'm going to be penalized for using AIRBNB, I may consider using another booking company. I'm requesting the originally advertised full refund that changed during the process once the second reservation was confirmed.

Dear Sir/Madam, I'm forwarding a message from Mauro before his check-in request. He originally wanted to check in between 00-1pm, but that time has passed based on his booking date. Considering his request for the next business day, I reached out the following morning to accommodate him. Today, Mauro messaged asking for full payment due to not being received upon arrival. I'm confused about the situation and who might be at fault. Thank you for your attention. Best regards, Lydia --- Mauro Barcelona, Catalonia, Spain Airbnb Member since [redacted] First Message: Can I check in between 00-1pm?? Today's message: Lydia, I arrived at 12pm but no one was there to check me in. After waiting for 20 minutes, I received no response. Please consider a full refund or I may escalate this with Airbnb.