AirBnB Customer Service Issues

Archive 46

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #46. It includes a selection of 20 issue(s) reported February 23, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Subject: Airbnb Booking Concern Hello Airbnb, I visited the property in Muntinlupa to find that it is unsuitable for my disabled brother. I had requested photos of the street from the host to ensure accessibility for him, but unfortunately, only received a front view of the property. After struggling to locate it and incurring extra charges with a taxi driver, I had to find an alternative place to stay. I urgently require a refund as the property did not meet our needs. I have traveled a long way from Greece to Manila and faced considerable inconvenience. I believe the location and accessibility issues warrant a refund. Kindly assist me in resolving this matter by communicating with the host and requesting photos of the property's exterior, particularly the access road. Your prompt response is appreciated. Thank you, Marlene. I require the refund to cover expenses at my current location.
Reported by GetHuman4388157 on Sunday, February 23, 2020 9:08 AM
My daughter, Andrea M., used my Visa Debit card for an AirBnB reservation on 02/14/20. However, the AirBnB facility does not accept debit cards for bookings. I am Derryl Mitchell, and I am requesting a refund of $[redacted].46. The initial debit card used ended in [redacted] and was later replaced due to being compromised, now ending in [redacted]. Please refund to the new card ending in [redacted], linked to the Chase Checking account finale [redacted]. I can provide photos of my DL, the compromised card, the replacement card, and the February [redacted] bank statement upon your request.
Reported by GetHuman4392598 on Monday, February 24, 2020 8:07 PM
To whom it may concern, In the last few days, I attempted to set up an account on your platform using two different email addresses. I discovered that both accounts displayed an old Facebook profile picture, raising concerns about potential fraudulent activity. As a result, I created an account using my Apple ID. However, after uploading photo identification, I found myself locked out of the account, likely because of using the same identification with a previous account linked to suspected fraudulent activity. This has been frustrating as I am eager to book a five-day stay in Barcelona from April 1st to 6th for my upcoming birthday celebration. Availability is limited, and I wish to resolve this issue promptly. I have included evidence of the incorrect account details for your reference. I would prefer to proceed with my Apple ID account, as I suspect the others may be compromised. I trust this information is adequate for your review. Best regards, A.S.
Reported by GetHuman-saziza on Thursday, February 27, 2020 11:30 AM
I would like to make my scheduled payments ahead of time. The instructions on your website for doing this do not seem to be correct. Could you please send me detailed steps on how to proceed? On the site, it says to go to Trips, then Trip Overview, then Reservation, Payment Details, find receipts & manage Payments, Your payment details, Scheduled Payments, Update payment details, change your payment information, Pay with, choose when to pay, select to pay as scheduled or pay now, and then Save. I have spent a lot of time with no success. Kindly provide clear and functioning instructions!
Reported by GetHuman-delcotr on Friday, February 28, 2020 4:00 AM
I am inquiring about my canceled Airbnb reservation this week. I canceled within the allotted time for a 50% refund, which I have not yet received in my bank statement as expected by Friday. Due to COVID-19, we decided to cancel, and I believe we are eligible for a full refund, not just 50%. I am awaiting the 50% refund that I should have received by now and would like to discuss the possibility of a full [redacted]% refund. The reservation details are as follows: Receipt ID: RC9YD4ZKSR, Dates: Sat Feb 29, [redacted] - Mon Mar 9, [redacted], Property: Entire home/flat · 2 beds · 2 guests, Confirmation code: HM3P3NYSRF. Please advise at your earliest convenience.
Reported by GetHuman-cbocly on Saturday, February 29, 2020 2:45 AM
During our stay at an Airbnb, we discovered a court document in the kitchen indicating the host's activities were illegal in NYC. Despite attempts to contact the host, named "Rueben," there was no response. The check-in process involved retrieving the key from a lockbox hidden behind a bush. Furthermore, the guest policy requested us not to mention Airbnb on the property. To add to our concerns, the door chain was broken, and there was no hot water available. Feeling unsafe due to these issues and the lack of host responsiveness, we decided to relocate to a hotel. We are requesting a full refund from Airbnb and have video and photo evidence to support our claims.
Reported by GetHuman4410301 on Saturday, February 29, 2020 4:53 PM
I am seeking a refund and to cancel the reservation. When I booked, the host, “Paul,” lacked transparency about the property and did not provide reviews. Despite initial doubts, I took the opportunity to stay and judge the place myself. Unfortunately, upon arrival, I found the conditions appalling with issues like mould, insects, and an unpleasant odor. The amenities listed were not accurate. I left immediately and had to book a hotel, incurring extra expenses. I demand a refund promptly as I was charged £[redacted].19 for unsuitable living conditions. I also expect compensation for the additional costs due to false advertising. I need a response soon, or I will have to escalate this matter further.
Reported by GetHuman-folushoo on Sunday, March 1, 2020 12:13 AM
As a loyal Airbnb customer, I need to address feedback about my recent stays in Takapuna, New Zealand. Firstly, at 5 Lomond Street hosted by Moonhee, the accommodations were misrepresented. The actual room didn't match the online photos, there was no bathtub as advertised, and the place was dirty. Despite claiming a parking spot, it was frequently occupied. Moonhee's hospitality was poor, with unwelcoming behavior and unlisted strict house rules given impolitely. Secondly, at 41 The Stand hosted by Graham, while the host was kind, the property was misrepresented. The area was run-down, dirty, and not as modern as depicted. The bathrooms had water damage, the balcony was unsafe, and the room was not properly maintained, with several spiders present during the stay. Having used Airbnb globally without issue, these experiences were disappointing and uncomfortable. I kindly request a credit of $[redacted] towards my next booking due to the 10 days of discomfort. Thank you for your attention to this matter. Sincerely, Katelyn
Reported by GetHuman4413482 on Sunday, March 1, 2020 9:21 PM
To whom it may concern,During my recent stay at an AirBnB in Ibiza (Can Martin Room M) from 28th February to 1st March with my girlfriend, we encountered issues with the host, Martin. He accused us of not cleaning up, although we were hardly present in the room, mainly using it for sleep after full days out. Upon leaving, Martin claimed we broke the bed and demanded [redacted] pounds. We have video proof showing we did not damage anything and left the room undisturbed. Despite our respectful behavior, Martin threatens legal action. I urge you to reconsider his demand, review his hosting privileges due to his unreasonable conduct. For inquiries, please contact +[redacted] 12 [redacted] [redacted]. Sincerely,Alexander Wilson
Reported by GetHuman-aliwilso on Monday, March 2, 2020 3:37 PM
I received a reservation in my inbox this morning for the upcoming New Year's period with the wrong rate. I still haven't set the rate for this year's New Year's period. The guest was booked for 11 nights at a discounted low season rate. I've contacted the guest to explain the rate error and need to ensure that Airbnb accepts my cancellation. My name is Regina Burk, and my property is Elegant Apartment in Ipanema Beach, Rio de Janeiro, Brazil. My email is [redacted] Thank you for your attention to this matter. Regina Burk.
Reported by GetHuman-ilhagran on Monday, March 2, 2020 5:04 PM
Dear Airbnb Hosts, As the situation with COVID-19 is rapidly changing, UAE Government Officials are strongly advising against all non-essential travel. The Netherlands may be considered a high-risk destination, potentially leading to quarantine upon our return. There is a possibility that UAE borders could close, preventing us from coming back home. The list of banned countries is being updated daily, and following our government's guidelines, we must cancel our holiday plans. We kindly request a full refund to our credit card in AED for the cancelled booking. Thank you for your understanding. Sandy Aragon
Reported by GetHuman4430617 on Friday, March 6, 2020 10:13 AM
Hi Airbnb team, I'm Maher Bittar. I recently visited your career page but couldn't find the position I was looking for. I've been a long-time follower of Airbnb news and have come across stories of people being scammed. I have an idea to prevent such scams in the future. My suggestion is to introduce a new role called "Property Scam Preventer." This person would verify the information provided by property owners before listing a property on your site. Properties that pass this validation process could display a special approval sticker, adding a layer of security and increasing customer confidence, leading to more bookings and fewer refund issues. I currently reside in Sweden and would be thrilled to work for you in this capacity. Thank you.
Reported by GetHuman-maherbit on Friday, March 6, 2020 10:35 AM
Today, I made a booking on Airbnb for my boyfriend and myself. The price I expected to pay was $[redacted], but I was charged $[redacted]. I received receipts for both amounts via email. After calling customer service and waiting for 30 minutes with no response, I did not receive the code to access the Airbnb apartment. This lack of information led to a dispute with my boyfriend and ultimately a cancellation of the reservation. I spoke to Lydia at "The Guild," and she advised me to contact you for a refund. She mentioned that due to it being a same-day reservation, there might be a possibility to waive the cancellation policy.
Reported by GetHuman4436389 on Sunday, March 8, 2020 4:02 AM
I have made a reservation for an apartment in Madrid from March 17th to March 22nd for P. M. Buontempo and D. Zammit. Given the current situation with Covid-19 in Spain and Malta reporting their first confirmed cases, I believe it would be safer to minimize travel. I have not received any information about my flight being canceled, but with the rising cancellations, I think it's best to cancel my booking beforehand. I would like to inquire about the possibility of receiving a full refund due to the circumstances.
Reported by GetHuman-petrabuo on Monday, March 9, 2020 9:07 AM
Dear Team, I made a reservation on Airbnb for April 12 to 19 in New York. However, I encountered two issues: 1. Unfortunately, due to the current coronavirus outbreak, all travel from Lebanon, including the workshop I was supposed to attend, has been canceled. Regrettably, I am no longer able to travel during this period and need to cancel my booking. 2. The card I initially used to make the booking, my USD credit card, has been blocked due to the ongoing currency situation in Lebanon. As a result, I no longer have access to dollars via this card. If I am to receive a refund, is it possible to transfer it to a different card? How can this process be facilitated? I would greatly appreciate your assistance in canceling my reservation and arranging for the refund to be transferred to another card. Warm regards, B.
Reported by GetHuman-baraame on Monday, March 9, 2020 10:50 AM
I was informed by an Airbnb representative that in order to get a refund for my canceled reservation under extenuating circumstances, I need a document from my doctor. How can my doctor submit this document? I typically communicate with my doctor through his office's portal, so I'm not sure how to send a portal message from him to Airbnb. Would it be appropriate for him to email the document to me so I can forward it to a designated Airbnb address? I appreciate any guidance on this matter. Thank you.
Reported by GetHuman4440555 on Monday, March 9, 2020 3:59 PM
Dear Sir/Madam, I inquired about reserving an AirBnB room in Brighton, UK today at 5 p.m. The price per night was initially £58, but at 7:20 p.m., I received a message stating that the price had increased to £75 (£88 with charges) due to it being Pride week. Could you please confirm if this price change is permissible? Thank you for addressing my early inquiry. This week coincides with Pride, a significant event in Brighton, making it the busiest time for AirBnB in the area. Therefore, no discounts are available for this period. The location of my home is convenient, within walking distance of Preston Park, the main stage for Pride, and on the main 27 bus route to the town center. The rate for a night's stay is £75, with a minimum booking of 7 nights. I trust this information aids in your decision-making process. Warm regards, Sara
Reported by GetHuman4441632 on Monday, March 9, 2020 7:43 PM
Hello, I am the owner of Honeynest property located in Ramanagar, Karnataka, India. I have provided all the necessary documents but received a communication from IDfy. Despite numerous attempts, I have been unable to re-upload my PAN number, RTC, and other relevant documents. I am finding the process confusing and would appreciate direct assistance. Please contact me at [redacted]. I am willing to submit all required documents and even facilitate a physical verification if needed. I have been encountering customer frustration as many prefer direct phone conversations, contrary to Airbnb policy. Even after explaining this, I am losing inquiries. I am unsure how to proceed without violating policies or compromising on customer service. I am seeking guidance on navigating this issue as a new Airbnb host. Thank you for your help.
Reported by GetHuman-manjubus on Tuesday, March 10, 2020 8:56 AM
I have been charged an excess of $76.75 CAD and I am requesting a refund for this amount as I believe it is not my fault. Unfortunately, there was a misunderstanding and miscommunication with customer support which has led to this issue. Initially, my booking was for $[redacted] CAD, and although I agreed to be charged on my Visa for this amount, someone from customer service processed a refund without informing me. Surprisingly, I only received a refund of $[redacted].66 CAD. To compound the issue, I have now been charged $[redacted].41 CAD instead of just the remaining amount of $[redacted].66 CAD that I was refunded. Your assistance in resolving this matter would be greatly appreciated. Thank you.
Reported by GetHuman1581373 on Tuesday, March 10, 2020 12:45 PM
Dear Airbnb, I have a reservation in Prague from March 20th to 22nd with the reservation ID: HMTRZNRZHD. I would like to know the procedure for canceling this booking due to the current situation with the coronavirus. Hungary has declared a state of emergency in the entire country, imposing various restrictions due to the coronavirus outbreak. With the current circumstances and travel restrictions, I believe it is reasonable to cancel this booking. I am concerned about the health risks and potential quarantine measures in place. Additionally, traveling through Austria, as I had planned, is currently not feasible. I kindly request information on how to proceed with canceling the booking and obtaining a full refund. Your prompt response would be greatly appreciated. Thank you, Greta
Reported by GetHuman-dubaigr on Wednesday, March 11, 2020 2:33 PM

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