AirBnB Customer Service Issues

I am currently renting a shared apartment through AirBnB in Vienna, Austria, for approximately three months. Upon arrival, I found the apartment to be very dirty and filled with the host's personal belongings, such as pencils and clothing, stored in the cabinets and drawers. Additionally, crucial functions advertised on AirBnB were not available, including no garbage disposal, no kitchen sink with running water, no breakfast provided, and no toilet paper. This situation is urgent, and I am seeking a reduction in rent. I refrained from cancelling within the 24-hour period allowed because the host assured me multiple times that the issues would be resolved within 7 days, citing religious holidays as the reason for the delay. However, after more than 21 days, nothing has been addressed. I am requesting a partial reimbursement for services I am unable to use despite already paying for them. Thank you for your attention, AirBnB Customer Service Team.

I recently made a 50% down payment for a property through Airbnb to secure my reservation. Unfortunately, the manager/owner declined my booking, and when I inquired about my refund, I did not receive a response. I later cancelled my stay on the website, and was informed that the refund would take up to 10 days. Surprisingly, the refunded amount was back in my account the next day. However, the following day, I discovered that my account was in the negative balance due to the transaction being reversed, even though I did not proceed with the property booking. This situation has caused inconvenience as I am unable to book another property since Airbnb still holds my money. I am seeking guidance on how to resolve this issue and retrieve my funds.

I had a reservation through Airbnb for 6 nights in Downtown Los Angeles that was made about a month ago. On the day of check-in, 16 January [redacted], just 3 hours before my expected arrival, the host informed me that I couldn't check-in due to issues with the locks. The host's communication was poor; they weren't responding to my messages or calls and weren't helping to fix the problem. They initially agreed to reschedule check-in for 20th January but then canceled again. I paid around $[redacted] AUD for this booking. The host promised a full refund but hasn't followed through, citing waiting on Airbnb's response. I need the refund as I had to make alternative accommodation arrangements due to the last-minute cancellation.

Good evening, my friends and I stayed in Ljubljana from 30/12 to 02/01/[redacted] with reservation number HMAA2JPCM5. We received an email on 06/01 from the host (Urban) regarding a missing item (a hat) which we were previously informed about. He requested a reimbursement of €[redacted]. On 07/01, we received another email titled "Remember to respond to your host's money request." On 15/01, Airbnb Community Support, represented by Marisa, informed us of damages reported by our host. On 16/01, Urban left another review applauding us and expressing willingness to host us again. On 18/01, Airbnb Community Support (Marisa) notified us of a theft violation during our stay reported on 02/01/[redacted]. Urban had instructed us on key handover through Mihaela's mother (Urban's girlfriend) while they were on vacation in Naples. Unfortunately, due to email issues with Valentina Foresto (the trip booker with a blocked account), we only realized this on 22/01/[redacted]. After multiple failed phone attempts, we contacted the police for assistance. We maintain our innocence and reject Urban's reimbursement request, reserving legal action if needed. Thank you for your time. Best regards, Gaia

Hello, I am looking to make a reservation on Airbnb for an overnight stay. It has been almost 5 years since I last used Airbnb. I am attempting to update my details, including my new address, changed credit card information, and the same mobile number from 5 years ago. I have uploaded photos of myself and my passport through the browser on my laptop, but my ID verification is not being accepted. I am unsure what steps to take next, as it feels like a lot of personal information to provide. Thank you for your assistance as the booking is currently pending. - Marilyn Dunbar

I am currently trying to book a stay with Sarah in Aldeburgh. We have been in contact via email, and she graciously held the reservation for 48 hours. However, due to unexpected issues with a previous booking not being available, I had to reach out to friends worldwide before being able to confirm. Unfortunately, I am now having trouble finalizing the booking with Sarah, who has been very supportive throughout. As I am located in Australia, the time zone difference has made real-time communication challenging. Could someone please assist me with completing the booking for a stay from May 26th to May 28th, totaling 3 nights.

I recently created an Airbnb account and made two reservations. My account was charged for the bookings, but I received cancellation emails shortly after. Customer service was unhelpful, unable to provide any information about the issue. It's frustrating that the site took my money and personal details without explanation. The representative's lack of assistance was disappointing. I am seeking a refund for the canceled reservations.

I have previously booked apartments through Airbnb and have always been satisfied with my choices. However, my recent experience at Maxim's apartment in St. Petersburg was terrifying. Despite good reviews, Maxim's demeanor was unsettling. Upon arrival, he was stern and strict, even displaying alarming behavior while misusing a translation app. His words and actions made me feel extremely uncomfortable and unsafe. I had genuine concerns for our well-being. I tried to maintain composure, but the situation became unbearable, prompting us to leave immediately and seek alternative accommodations. This experience left me shaken, and I felt it necessary to share my story to alert others. I am curious about the possibility of a refund since we were unable to stay at the apartment due to the circumstances.

Subject: Urgent Assistance Needed Regarding Airbnb Account Dear Sir/Madam, I apologize for reaching out via email, but we are in urgent need of assistance. We are Superhosts based in Bruges, Belgium, and have encountered a distressing situation with our Airbnb account. Despite maintaining an excellent hosting record over the past four years, a recent incident involving guests has led to complications. The guests caused significant damage to our property by urinating in our private quarters, prompting us to file a damage claim with Airbnb. Subsequently, our account has been labeled 'inactive' due to a complaint from the guests. We feel unjustly punished for protecting our property and privacy, as we followed Airbnb's instructions to document the damage. Our attempts to address this issue with Airbnb have been unsuccessful, as our reservations have been canceled, and communication with our account manager has proven challenging. As responsible hosts with a baby on the way, we are deeply troubled by the prospect of being permanently banned from Airbnb. We seek your help in resolving this matter and restoring our account so we can continue our business without further disruptions. Any assistance you can provide would be greatly appreciated. Sincerely, Nathan

Dear Sir/Madam, I apologize for reaching out via email. We are Superhosts in Bruges, Belgium, with a pressing matter and hope for your assistance. For the past 4 years, we have hosted a guesthouse on Airbnb, becoming Superhosts with over [redacted] stellar reviews. Our recent issue arose when drunken guests urinated through a hatch connecting our private and guest quarters, flooding our space. Airbnb advised us to document the damage, so we entered the room, facing hardship and receiving approval from the guests. Despite winning the damage claim, Airbnb placed our account on 'inactive' status due to a guest complaint. We feel unjustly punished for protecting our privacy. Airbnb's decision to cancel our reservations has left us in a dire situation as we rely on this business to support our family and financial obligations. We implore for your aid in reinstating our account with Airbnb so we can continue our trustworthy hosting services without further disruptions. Your support would be greatly appreciated. Thank you for considering our plea, Best regards,

I am sharing the email I received regarding a reservation at Digger's Beach Retreat in Coffs Harbour from February 6 to February 9, [redacted]. The guest, Paul D., attempted to cancel the booking but encountered issues. He later explained that the reservation was mistakenly made for himself and his daughter by his daughter's team. Despite the cancellation, a $45 fee was deducted, which conflicts with the free cancellation policy. I kindly request Airbnb to refund Paul Danes the full amount as per the policy. Thank you for your prompt assistance. Best regards, Cass C.

I was browsing for a cabin in the local mountains and came across a charming one. I had some questions, but it turns out the answers were actually on the website, and I just missed them. The manager mentioned they will be opening a nearby cabin for two people. I inquired about privacy concerns due to the proximity. I prefer a quiet environment and worry about noisy neighbors affecting our stay. The manager responded bluntly, saying I was asking too many questions and implied the property might not be suitable for us. I attempted to clarify but was met with a message that emails are not being accepted. I'm not usually a bother, I just wanted to ensure a comfortable stay by understanding the accommodations and potential noise levels. I'm unsure how to proceed now.

I recently received an email from the property owner regarding an overcharge due to Airbnb collecting incorrect taxes for the county. The owner mentioned that the property is in Placer County, but Airbnb mistakenly charged El Dorado County Tax. The owner asked me to check my Airbnb receipt for the tax charge. According to the owner, there are 42 guests affected by this issue, amounting to an overcharge of $[redacted].50. The owner is working on getting Airbnb to refund the incorrect charges and suggested that all affected guests reach out to Airbnb as well.

Dear Airbnb Team, I am writing to request the cancellation of my booking due to the ongoing coronavirus situation in China. Given the severity of this issue, which is beyond our control, I believe it is necessary to have a new policy regarding cancellations during this special period. The uncertainty of the virus and its potential impact on travelers is a major concern for me, especially as my trip to Japan involves leaving China. I believe it is crucial to exercise caution to prevent the spread of the virus globally. While I understand Airbnb's current policy is based on unaffected areas, the evolving nature of the situation raises valid concerns about the safety of travel. As a loyal Airbnb user, I urge you to consider a more compassionate approach and implement a new policy promptly. I can be reached at the following email address: [redacted] Thank you for your attention to this matter.

During our stay at Villa Mariette in Pondicherry, India on January 20th, we discovered several issues that made the property unsuitable for our family. Firstly, the house's location on a busy Indian road junction resulted in constant noise from traffic, with cars honking non-stop. Additionally, we were disturbed by the foul smell coming from a nearby canal resembling an open sewer. The presence of a construction site nearby added to the discomfort. Upon our arrival, we were informed that the TV was not working, and the overall cleanliness of the property left much to be desired, with noticeable stains in the kitchen, among other areas. We encountered difficulties accessing our account to upload photos and videos documenting these concerns, prompting us to share our experience here instead.

I am having trouble accessing my AirBnB account. When I try to log in with my email address and password, the password is rejected. Even after attempting to reset the password and clicking the reset link, I struggle to enter a new password. After managing to input the first letter, the page disappears, prompting me to send an email to reset my password – creating a loop. I am now locked out of my account and unable to use AirBnB. I would appreciate it if AirBnB could reach out to explain why their technology is malfunctioning and provide a solution to regain access to my account. Thank you. D. McCreadie

I have just met my host for my reservation in February, from the 1st to the 29th. The flat is in an unacceptable state. Despite Serdar telling me it was cleaned before my arrival, there was an unbearable sewage odor. Additionally, there were exposed cables hanging from the walls, including above the bed where the pillows are. I have taken pictures of all the issues. Furthermore, the furniture was damaged, stained, and in poor condition overall. The flat is located in an extremely unsafe area; even the taxi driver warned me not to leave the house after 9 PM due to its reputation for being dangerous. After bringing up these concerns with the host, he apologized for the unfixable issues and offered to refund my payment since I hadn't paid him yet. I returned the keys as agreed upon. Now I need to find alternative accommodation and would like to request a full refund, which the host has also agreed to since he accepted the keys from me. Thank you for your assistance.

Hello everyone, My name is Maria Kangala. Last week, I arranged and paid for a room in Milnerton, Cape Town, planning to stay from January 31st to February 8th. I paid $[redacted] for the booking. Upon my arrival in Cape Town at 18:00 on the 31st, I reached Angela's place at 19:00. Unfortunately, I found the place to be unclean and disorganized. The living room and kitchen were cluttered, the sheets were not fresh, and there were stains on the mattress and couch. Moreover, work boots and various items were occupying the cupboard meant for my belongings. Unwilling to stay in these conditions, I left the same night. After requesting a refund, I was only reimbursed $89 due to Angela's policies. I have since asked for $[redacted] NAD through the resolution center to account for reservation fees and service charges, but I have not received a response from Angela in 3 days. I seek assistance as this situation has caused me significant inconvenience and stress.

Due to my husband's health issues, we had to sell our Airbnb apartments which were promptly sold. The new owner has listed the apartments on Airbnb and we have three reservations that need to be cancelled and rebooked through their listing. I have informed the guests and one has already rebooked with the new owner, needing me to cancel on our end. We are unable to host guests as we no longer own the property. We seek to cancel without any penalties for the guests or ourselves, allowing them to book with the new host. Thank you for looking into this matter. We have enjoyed our time with Airbnb, but sadly, it has come to an end for us. We are pleased that the new owner is eager to continue offering the apartments on Airbnb. Best regards, Peggy R.

We are seeking a refund for the nights we couldn't stay due to illness after check-in at the accommodation. The apartment is located in the lower basement, creating a very humid environment. Unfortunately, this has exacerbated my wife's asthma since our arrival on January 27th. Additionally, a significant concern is the fire alarm in the bathroom. To use the shower, we have to turn on the fan alongside the shower to avoid triggering the alarm, which would lead to a $[redacted] penalty for a false alarm. It is a constant challenge to remember this during our stay.