AirBnB Customer Service Issues

As a traveling physician and pediatrician, I was deeply touched by the news of healthcare workers in NY sleeping in their cars to protect their families. I urge you to consider reaching out to hosts on our platform to support healthcare providers like doctors, nurses, and respiratory therapists who need safe accommodations close to hospitals. In light of the current situation, staying in a comfortable place rather than risking exposure or sleeping in a vehicle is crucial. I am currently fortunate to have found lodging near one of my hospitals through VRBO, but am facing challenges at a different hospital in a vacation area with expensive rates. I am considering using a travel trailer in the hospital parking lot to avoid hotels and motels. Your hosts have the potential to assist healthcare workers in need during this crisis while maintaining their income. Thank you for your consideration.

I made a reservation and proceeded to confirm and pay for it. However, when I was prompted to take a verification photo, my browser was not compatible, so I downloaded the app. Upon rechecking 5 minutes later, I discovered the initial place I tried to book was already taken, without informing me that I had successfully booked it. Assuming someone else had booked it, I proceeded to book another place without any issues, receiving an SMS confirmation. Shortly after, I noticed I was charged for both bookings, prompting me to cancel one. Unfortunately, I did not receive any refund as it was the check-in day, resulting in a $0 refund. I canceled the booking within 5 minutes and also communicated with the host regarding this matter. Any assistance would be greatly appreciated.

I have been attempting to reach your customer service team repeatedly without success in resolving my issue. One of my companions managed to speak with a support agent who assured us that our reservation would be cancelled with a full refund. Despite this assurance, when I contacted another agent days later, they directed me to a case manager due to the missed check-in date, even though the previous agent had already indicated our refund was in progress. Subsequently, I was put on hold for two hours before requesting a call back, which unfortunately never came. I have been trying to reach your team through phone calls, app messages, and have faced extended wait times and automated responses. As a first-time user of your service, I had hoped for a positive experience but have been disappointed by these ongoing communication issues.

Dear Customer Service, I am reaching out regarding my upcoming trip to Australia that I had to cancel due to the travel restrictions imposed because of the COVID-19 pandemic. I had made full payments for accommodations in Sydney and Melbourne under the confirmation codes HMTY9MJY8M (AUD [redacted].14) and HMZNFWWT8Z (AUD 1,[redacted].98) respectively. I am kindly requesting a full refund totaling AUD 1,[redacted].12 for these bookings. I regret the need to cancel our trip, especially with our 1-year-old son, but the current situation with the travel bans, self-isolation rules, and lockdowns in Australia leaves us with no choice. I hope Airbnb's support and finance team can understand the circumstances and assist with the full refund process expediently. Thank you for your attention to this matter, and I appreciate your understanding. Best regards, Winny G.

The convention I'm attending has been postponed due to COVID-19, causing uncertainty about our FlyBe flights that fell through. Two apartment mates withdrew due to health concerns with large crowds. Can I cancel the apartment reservation for a full refund under these unforeseeable circumstances? As a final year university student facing deadline extensions and uncertainty about graduation this summer, coupled with being temporarily laid off due to the pandemic, I badly need a refund considering the current uncertain situation.

Dear Airbnb Support, I had a reservation in Berlin from the 20th to the 23rd of March, but had to cancel due to my flight being canceled because of Covid-19. The host is only offering a 50% refund as per their cancellation policy, even though I explained the situation. I canceled on the 12th of March to ensure I wouldn't lose the full amount, expecting at least a 50% refund. I mentioned the extenuating circumstances of Covid-19 when canceling, but we still only received half the amount. Despite Airbnb's new rule on the 14th of March, I have not been able to obtain a full refund, and the host is unwilling to comply. I sent the cancellation email to the host and Airbnb a week and a half ago. If necessary, I am open to discussing this over the phone. Thank you for your assistance and understanding. Best regards, Virag

Hello, During our stay at an Airbnb in early March, we encountered a persistent issue with the fridge not functioning and displaying an error code upon our arrival. Despite immediate notification to the owners, the solution provided was to purchase ice for temporary storage which proved costly, messy, and inconvenient. Consequently, a significant portion of our food perished due to the lack of proper refrigeration. The owners eventually promised a $[redacted] refund, which felt inadequate considering the disruption to our three-night stay. However, we are yet to receive the refund, and our attempts to communicate with the owners have been futile. The absence of a functional fridge significantly impacted our holiday experience, highlighting a disappointing lack of service standards. Any assistance in resolving this matter would be greatly appreciated. Thank you. A. S.

I have a booking under reservation code HM8D58DTBQ and the payment receipt code is RCHSCXAWZB. I needed emergency accommodation due to my flight being canceled abruptly because of the coronavirus situation. Unfortunately, I found out upon contacting the host that internet access was not available, which was crucial for managing my flights. After discussing with the host, they agreed to a cancellation and a full refund. I initiated the refund process on 18 March through the Airbnb dashboard. I received a response confirming my refund request and informing me that I would be contacted by a specialist. Despite sending multiple follow-up messages, I haven't received any updates on the refund status. The host has also not responded to my refund inquiries. I am reaching out for assistance and would appreciate any positive developments on this issue. Thank you. Keith Burton

I had booked a condo in Bangkok to move to before the lockdown and curfew. I was already in an Airbnb apartment in another part of Bangkok. I messaged the host through the Airbnb site but did not receive a response. When I tried to call and use WhatsApp, it was not connecting. After multiple attempts, an agent contacted me and we agreed on a 14:00 check-in time. After waiting for 45 minutes with no one showing up, I returned to my apartment to contact them again. It took a while to sort out the situation, and eventually, we arranged for a 17:30 check-in. I had been moving around Bangkok by taxi right before the Covid-19 curfew. When I finally arrived for check-in, the person who came only took me to the 2nd floor, then realized my unit was on the 3rd floor. After a struggle to get into the apartment, I found out there were no kitchen utensils despite what was advertised on the Airbnb listing. Despite speaking to the agent and being told there were indeed no utensils, I had to check out of the place.

I made a reservation for my two sons and their families at Johnny’s Hideaway in Indian Rock Beach, Florida from April 4-11. However, due to the stay-at-home policy in Michigan, I had to cancel. I was initially promised a partial refund on my VISA card, with an additional coupon for a future trip. Yet, Airbnb's policy states that I should receive a full refund. As my reservation and cancellation both fall within the qualifying dates, I am now expecting an extra refund of $1,[redacted].54. I kindly request Airbnb to honor their refund policy. Thank you.

I made a reservation for my family at Johnny’s Hideaway in Indian Rock Beach, Florida. Unfortunately, I had to cancel due to the stay at home policy in Michigan. Airbnb processed a partial refund, but based on their policy, I believe I am entitled to an additional refund of $1,[redacted].54. I have received a coupon, but I would prefer the refund to be credited to my VISA card. Original Post: Reservation: March 14 for Johnny’s Hideaway in Indian Rock Beach, Florida Dates: April 4-11 Total: $3,[redacted].48 ($1,[redacted].94 refunded) Requesting: Additional refund of $1,[redacted].54 Airbnb Policy: Full refund for cancellations meeting specific dates Desired Action: Refund credited to VISA card Thank you, Larry R. from Hudsonville, MI

On December 21, [redacted], I made a reservation for an entire home/apt in New York from March 30, [redacted], to April 3, [redacted]. My name is Richard Ray, and my confirmation code is HMWPD5HX9W. I had received a 50% refund of $[redacted] for this booking before your new policy of full refunds was announced for reservations during these dates. The total cost of the booking was $[redacted].80. After I received the partial refund, my reservation disappeared from my account, leaving me unable to request the remaining refund following the new policy change. I believe I may have been overlooked in this process and would appreciate your assistance in ensuring I receive the rest of the refund before my booking dates arrive. Thank you.

Hello, I am a 23-year-old newly qualified nurse with over 3 years of experience working for the NHS. Recently graduated from Birmingham City University, I have relocated back to North Wales temporarily with my family while waiting for my new job in Manchester. Due to Covid-19 delays, my training has been postponed, hindering my ability to start working. Having previously worked as an agency HCA in Birmingham while studying, I have been traveling back and forth to assist. However, the costs for travel and accommodation are adding up. I am seeking options for Airbnb stays in Birmingham or any available discount codes to ease the financial burden. I aim to support the NHS by working as an agency HCA during this critical time, utilizing my skills to aid patients until I can commence my new role. Appreciate any assistance. Thank you, Dion C.

Last week, a guest named Paul, who had booked my beach house from May 14 to 18, contacted me about canceling due to concerns about the coronavirus. I agreed to his cancellation request and instructed Wendy to issue a full refund. However, it appears the refund has not been processed yet as the dates are still blocked on Airbnb. I reached out to Paul, and he confirmed he hasn't received the refund. I understand that these dates fall outside the standard cancellation window due to the pandemic, but I assured Paul that I would accommodate his request. Paul and his family have another booking later in the summer. I can be reached at [redacted] if you need to discuss this further. The beach house is located at Bond Heaven, [redacted] Central Ave, Ocean City.

I reserved a Modern Santa Fe Condo and paid half, $[redacted].95, on March 4th for a stay from May 21st to June 1st. Unfortunately, my conference in Santa Fe was canceled due to the coronavirus. I canceled my booking on March 11th and received a refund of $72.69 from Airbnb. The host mentioned that despite having strict cancellation policies, he would refund all funds that Airbnb transferred to him. I have reviewed Airbnb's coronavirus refund policy and believe I satisfy all the requirements. I kindly request the remaining refund amount. Thank you. Best, Chimae Say

Hello, I'm reaching out regarding the reservation I made on 25/02 for a stay in Canada. I was supposed to stay at this accommodation from 18 to 25/04. Due to Covid-19 measures and recent announcements by the French government, I, like many other travelers, had to cancel my trip (transport + accommodations). The host has denied my cancellation request. This cancellation is beyond my control, especially considering it's a trip I've been planning for years. I've read in your refund policies that bookings made before 14/03 with an arrival date after 14/04 are eligible for a full refund. What about my reservation? Current guidelines will prevent me from traveling by 18 April in any case. My job doesn't allow me to plan my trip for the future. How can I get a refund? Thank you in advance,

I received a notification from AirBnB about a booking in Hamburg on March 29th, but I did not make this reservation. As I am currently in lockdown in the UK due to the Coronavirus situation, this seems suspicious. I am unable to access my AirBnB account because my Yahoo email is not being recognized. This prevents me from checking my account activity. I have tried to reach out to AirBnB for assistance without success. I have already changed my Yahoo password, but I am concerned about the security of my account and potential unauthorized charges to my bank account. I appreciate your prompt attention to this matter. Thank you.

I would appreciate a phone call from Airbnb since I'm a host facing health issues limiting my online time. You can reach me at [redacted][redacted]. I need clarification on your updated cancellation policies and advice regarding cancellations. I am also concerned about the commitment made by the founders to support hosts, which seems unsupported at the moment. Please improve communication and uphold promises to hosts to avoid legal implications. Kindly provide a direct email for complaints rather than directing me to an ineffective help center. Many hosts feel neglected by Airbnb's recent actions. It's essential to be transparent with hosts about policy changes and show empathy towards them. Urgency is crucial in addressing these issues to regain hosts' trust. A prompt response from the founders via email would demonstrate accountability. Treat hosts respectfully and keep them informed privately to rebuild trust. Thank you. Selina B. - Host

I booked a vacation spot for a trip with a friend, but due to Covid-19, we needed to cancel and bring our kids along. We canceled the original booking with no problem and reserved with Carlos at Charming Keys Style House in Naples, Florida. The reservation was made on 3/16 and canceled on 3/17 due to the pandemic. Despite getting back under $[redacted] for a $[redacted] booking, I asked for more reimbursement. Carlos mentioned he was willing to provide more refund but I'm yet to hear back. I'm hopeful for an email update soon.

I am very grateful to Airbnb for their support during my recent stay in Le Havre. I kindly request a refund for the apartment booking to be processed to account number [redacted] with IFSC code DCBL0000VAA under the name Riddhimaa Khanna. I have experienced issues with a previous company and am awaiting a resolution, so your prompt assistance with the refund is greatly appreciated. Airbnb has made my first trip abroad for studies a fantastic experience, and I am impressed with the support received. I look forward to booking future trips with Airbnb and recommending it to others. Thank you.