AirBnB Customer Service Issues

Hello, I recently booked an Airbnb in Barcelona for the first time and encountered several issues upon arrival. The host was unresponsive to my calls and messages, the room was smaller than expected with poor ventilation, and the host's mother, who couldn't communicate in English, made me feel unwelcome. When I tried to change accommodations, I was informed that I couldn't get a refund. The whole experience was uncomfortable and I felt unsafe, especially when the host's mother became agitated. Eventually, I found alternate lodging and enjoyed the rest of my trip. However, I believe the treatment I received at the initial Airbnb was unacceptable and I am seeking a refund for the distress I experienced.

Four and a half years ago, I reserved an Airbnb in KCMO for two weeks starting on August 1, [redacted], spending over $[redacted]. Upon arrival at [redacted] Locust St., Kansas City, Missouri, I discovered an unsafe stairway configuration that I, due to Parkinson’s Disease, could not navigate. Despite my prepayment and the property's shortcomings, Airbnb refused a refund, claiming I should have reviewed comments beforehand. Disappointed, my husband and I, experienced Airbnb superhosts, were offered only a $[redacted] credit for future stays. The lack of accountability and compensation from Airbnb contrasts sharply with newer companies' customer-centric approach. Without refund and an apology, I am hesitant to use Airbnb again. I have shared my experience widely and hope increased competition will prompt Airbnb to enhance its customer service standards. Sincerely, VT & TD.

Four and a half years ago, I reserved an Airbnb in KCMO on August 1, [redacted], for a two-week stay. Despite paying over $[redacted] upfront, upon arrival, I discovered an inadequate exterior staircase leading to the second floor, followed by another staircase to the third floor. With my Parkinson’s Disease, I couldn't manage these stairs. Not realizing there was only one way out, Airbnb refused a refund, insisting it was my responsibility to research and read reviews. Making the journey from New England to Kansas City for a fresh start, we encountered this issue at [redacted] Locust St. The property, owned by a broker, showcased an unsafe design. Although my husband and I were experienced Airbnb hosts, receiving only a $[redacted] credit for a future stay felt insufficient, with no real apology or reimbursement. I've shared my Airbnb encounter widely and hope their customer service improves with the rise of more accountable competitors. Sincerely, Victoria T. and Timothy D.

The host is canceling my reservation on Airbnb because of a pricing error on his part. He is new to the platform and unable to cancel the booking himself, requesting that I do so instead. Unfortunately, this will result in a $47 service fee for me, even though the mistake was not mine. The host claims he does not have the option to cancel, and I am approaching the end of the 48-hour reservation window, having already booked an alternative accommodation 4 hours ago.

I have been trying to contact Airbnb multiple times, including via live chat, for almost a month now, but I am still unable to access my account. I have forgotten my password and despite requesting a reset link, I have not received any communication from Airbnb on my PC's Hotmail address regarding bookings or reviews. This lack of communication has become quite frustrating. I have dedicated countless hours over the past month reaching out to Airbnb by phone with no success. Currently, I can only receive messages on my phone, leaving me in the dark if my phone stops working. The situation has become urgent, and I urgently need this matter resolved. Although I have checked all the notification settings in my profile, I am still not getting any notifications from Airbnb. Please address this issue promptly. Thank you, DE Davies

I had a guest, Shae Peplinski, check-in on February 12th, but I have not received payment. I just spoke to your representative, and they mentioned Shae still owes $[redacted].00 due to a reservation modification. I am currently on hold with the expedited service, waiting for assistance. I have a few inquiries: 1. Why didn't Airbnb collect this payment prior to Shae checking in? 2. Why was I not informed that Shae had not paid? 3. Why haven't I received payment from Airbnb yet? This situation is frustrating. 4. I expect to be paid without having to confront my guests for payment; that's Airbnb's responsibility. I apologize for my frustration. I rely on renting out my home to generate income for tuition. Your assistance is appreciated. Thank you, Kathleen

Hello, I have a booking for later today with Caroline in Meadows Lane, Arklow, Co. Wicklow. The booking is under the name of Joan Mateer for a 1-night stay from Saturday, 15/2/20. After booking, I realized we needed to extend our stay by one more night until Monday, 17/2/20. I made two separate bookings unknowingly, resulting in two service charges. I informed the host who advised me to contact you. Could we please modify the booking to cover Saturday, 15/2/20, until Monday, 17/2/20, for a total of a 2-night stay, checking out on the Monday? I hesitated to cancel the entire reservation in case it created additional complications. Thank you, Joan Mateer.

We arrived at Amazing Home at 9:45 p.m. last night due to transportation issues from Pasay. The listing indicates the unit is located on the 21st floor, but we were assigned unit [redacted]. Contrary to what was advertised, there is no Netflix or Wi-Fi available. The kitchen tools are dirty, the shower room has spiderwebs, the refrigerator has mold, and the bedsheet and pillowcase smell musty. The entire place is dusty and made it difficult for us to breathe. There was no shampoo or soap provided as listed. Despite requesting to cancel last night, we were informed that alternative units would be offered the next day. However, this morning we were told we couldn't choose another unit and that the caretaker would clean. The unit requires significant cleaning as it can't be done in just an hour or two. The cabinet has a foul smell when opened, and my allergies were triggered due to the dust. We are requesting a refund as the host was also impolite.

We booked an Airbnb in Korea from February 28 to March 10, [redacted], with a full payment due by February 13, [redacted]. Considering the Covid-19 situation, we initially opted to cancel our trip to avoid any complications. However, after hearing positive feedback from friends who recently visited Korea, we decided to proceed with our travel plans. Is it feasible to retract our cancellation and reinstate the original booking?

Upon arriving at my Airbnb, I was informed that the hosts are away, as expected. However, there was no towel provided for showering. The host mentioned that towels are not included in the price but could provide one in 2 days. Additionally, a strong smell of urine is present in the bedroom I am staying in. I have searched online for alternative accommodations, but they are costly for a 6-night stay. The place appears clean superficially but lacks proper setup for cooking. This accommodation seems more suitable for university students rather than someone like myself. I am in urgent need of assistance.

I booked a guest house for a month for my upcoming higher studies trip to Australia on February 14, [redacted]. However, I discovered that my university is too far from Oakey, and there is limited transportation available, with only one private bus running on a single schedule from Toowoomba to Oakey. I would like to cancel my reservation and receive a refund for the remaining days of my original booking.

I haven't received a response yet. I require assistance in inputting the remaining information for my account, particularly my phone number. I keep receiving an error message saying my phone number can't be verified, despite receiving texts from the same number. I've attempted to retry after waiting a day, but the issue remains. I am in need of direct assistance from a representative to finalize my account details for booking purposes. If this matter isn't resolved, I may have to seek out an alternative booking platform. Thank you, Catherine

Hello, I had 3 guests who were interested in booking my place for July 10th to July 12th. However, they seemed unfamiliar with the booking process and didn't make the payment on time. Frustrated, they inquired if they could book directly with me. Following the advice from Airbnb, I declined their request, but it seems our messages crossed, as they tried to rebook at the same time I declined. They still wish to stay, and I'd like to host them. Is there a way to lift the decline? Thank you for your assistance. - Petra M.

Hello, we checked into our Airbnb today, and unfortunately, one of the bed frames is completely broken. We really need to stay at this location since everything else in our price range is fully booked for the weekend. However, we would like to request a refund of at least 30% of the total booking amount due to the inconvenience. The listing was for a place with two bedrooms, each with a bed, and not being able to use one bedroom was unexpected. The host has offered a $75 refund, but we feel this is insufficient given that we paid around $[redacted]. The refund only accounts for the room price for two nights and does not consider additional fees. We were advised to contact Airbnb to discuss a refund for these ancillary costs. You can reach me at [redacted] or [redacted].

Hello team, I encountered an issue while attempting to extend my AirBnB booking in Toronto. My account is linked to my email and Australian mobile number, but I cannot receive verification codes in Canada. I am unable to proceed with payment to extend my booking. I have a Canadian mobile number available, but it is not linked to my AirBnB account. The host has agreed to the extension, but we are unsure how to proceed with payment. Please assist in resolving this matter. Thank you, Wayne H. Reservation #: RCB2K8ZXZP

Complaint: Refund Request for Airbnb Stay I am dissatisfied with the cleanliness of the apartment, bedding quality, and the broken bed during my recent stay. After contacting the SuperHost about these issues, they did not offer a refund but rather requested a positive review for future guests, stating they would arrange cleaning for the next visitors. I am uncomfortable with this as it would be misleading to potential guests. The SuperHost mentioned that elderly parents had cleaned the apartment, which was not a professional job. Due to mold and uncleanliness, we chose not to use the shower in the master bedroom. Previous experiences with Airbnb SuperHosts have been great, but this one has been disappointing. The apartment's description and photos seem to be outdated, and it is only suitable for four guests comfortably. Our stay did not meet hygiene standards, had broken fixtures, and was not worth what we paid. We are requesting a refund for this subpar experience.

Hello, I wanted to share my recent frustrating experience of a host retracting an offer. Planning a trip from Europe to America can be time-consuming. After booking flights from Ireland to New York for me and my son, the host, with whom I was discussing a month-long stay, unexpectedly withdrew the offer. I had shown great interest in her property and received several offers leading up to my reservation. The next morning, I was notified that she decided to offer a year-round rental instead of accommodating us. Unfortunately, the other options in the area are not within my budget. Currently staying in an Airbnb in Galway, Ireland, I am content but disappointed with this situation and uncertain about using Airbnb in the future. Please note, this is not a complaint but an expression of my dissatisfaction with the experience. Thank you for understanding. Raymond H.

As former Airbnb hosts in Vancouver, BC, we recently removed our listing as we relocated. Considering becoming hosts again with our new loft, we are cautious about potential damages caused by guests, as seen in past experiences. Despite screening, we encountered issues like a wax-stained table, an unrepaired glass top stove chip, and indents in our wood floor beyond normal wear for short guest stays. We seek clarity on the compensation process for such damages, including details on claim coverage, the claims process, required evidence, and whether there are claim limitations. Understanding these aspects is crucial for hosts like us, who prioritize our primary residence's upkeep. Many hosts may not address such concerns, especially if they rent out separate properties, unlike our scenario. Appreciate any insights on these matters.

I have a reservation from December 28, [redacted], for August 15-29, [redacted], at [redacted] N Sand Bay Lane, Sister Bay, Wisconsin, managed by owners Tanya and Tom. I spoke to Tanya about not receiving a contract after my first payment of $1,[redacted].18 and need clarity on my remaining balance and due date. My receipt number is RCQD32MQ5X, and confirmation code is HM3QJWSNMN. I’ve had trouble accessing my account online and would appreciate direct contact. Please reach me at [redacted] or [redacted]. If I don't receive assistance soon, I may have to cancel my booking and expect a full refund. Sincerely, Gary H. Quehl

I am attempting to regain access to my AirBnb account after leaving Facebook. While signing up, I encountered an issue as they requested a phone number with final digits that I no longer possess. I suspect it might be an old phone number. I am unable to see a way to update it or get in touch with customer support without logging in, which I cannot do due to the phone number situation (my mobile phone is routinely off). The process seems to require logging in first, creating a frustrating loop. I reside in the UK but need to access the site, which seems to be based in the USA. I have provided all other necessary details, including my password. I can provide you with my landline number instead.