AirBnB Customer Service Issues

I am very thankful to Airbnb for their assistance in making my stay great. It was my first time traveling abroad for studying, and the support they provided was commendable. I will definitely book my future trips with Airbnb and recommend them to everyone. However, I kindly request a refund to account number [redacted] with IFSC code [redacted] under the name Riddhimaa Khanna, which is also linked to my credit card. I have already contacted the previous company regarding this matter, but they were unable to assist. As the banks are currently closed, I appreciate your help in processing the refund to this account. Thank you.

Hello, my name is Hazael. My friends and I made a reservation to stay with Han and Joy in Seoul, South Korea, from April 15 to April 25, [redacted], which we booked at the end of last year. Due to the worsening situation with the coronavirus, we requested a full refund. Despite being initially outside the cancellation policy, we still have not received a response from the host for two weeks and our refund request was denied. We have had to cancel our trip and unfortunately will not be reimbursed for our initial deposit because Han was reluctant to provide a refund. We believe we are now eligible for a full refund given the circumstances. We have submitted documentation regarding Singapore's Government Travel Policies and the risks associated with non-essential travel. Please advise us on the refund procedure. Our confirmation code prior to canceling was HMAQKWQ3M5. We are eagerly awaiting your response as our host has been unresponsive since the outbreak of the virus. Thank you and we look forward to hearing from you soon. Best Regards, Hazael

Dear support team, I would like to address the cancellation of my stay in Croatia, which was scheduled from 26.6. to 3.7. I canceled early enough and am expecting a refund of €[redacted].97. According to your service fee policy, none of the exceptions apply to us, so we also anticipate a refund of the service fee. We received a notification stating we would receive 0 Euro, which is unacceptable given our reasons for cancellation related to COVID-19 and the health concerns of a 69-year-old and a 4-year-old child traveling with us. Your prompt response is appreciated. Thank you, R. Stoklas.

Hello, I received this email from my host regarding my upcoming stay in Bergen. Unfortunately, due to the impact of the coronavirus, they are unable to host me anymore as they are returning the house to the landlord. Airbnb has limitations on how many cancellations hosts can make, and the host has reached their limit. The host has informed me that I need to cancel the reservation, but when I try, it advises against it and recommends the host cancels to ensure I receive a refund. I am seeking assistance as I would like a full refund of over $[redacted].00, to be issued to a different card than the one initially used for the booking. I appreciate any help with this matter. Thank you, Kristina W.

I contacted you two days ago with the confirmation code HM3WYR9NRA. Upon my check-in at Urban Deca in Cebu, the security guard informed me of the new policy prohibiting new tenants due to COVID-19. The host, Samuel, was unaware of this policy. Given the Enhanced Community Quarantine in Cebu, many establishments are enforcing similar measures. Samuel acknowledged the oversight and agreed to a full refund for my 31-day stay. I kindly ask for your assistance with processing the refund as per the host's approval.

Hello, I hope everyone at your business is safe and well during these challenging times. I have a query about a booking I canceled on March 16, [redacted], for a guesthouse in Amsterdam with Host Mark for a stag trip with 12 people from April 16 to April 19, [redacted]. We canceled following the extenuating circumstances policy which entitled us to a full refund for bookings with check-in dates between March 14, [redacted], and April 14, [redacted]. Despite canceling due to the previous policy, we only received a partial refund of £30 from our £[redacted] deposit. I recently noticed that your policy has been updated, allowing cancellations for stays made on or before March 14, [redacted], with check-in dates between March 14, [redacted], and May 31, [redacted], to receive a full refund. I am reaching out to check if we can now avail of a full refund following the updated policy, even though we have already canceled the reservation. I have contacted the host and await their response. I look forward to getting a refund and hopefully using your services again in the future. Best regards, Matt J.

I am concerned about hosting guests who do not comply with nonessential travel guidelines. Today, my guest is arriving without her child to meet her long-distance boyfriend, which goes against current social distancing regulations. I am responsible for upholding the state's rules and ensuring that guests do not engage in unnecessary travel or book with individuals they do not live with. My listing clearly outlines my COVID-19 protocols. I cannot jeopardize my safety or risk legal consequences so a guest can visit her boyfriend without following quarantine guidelines. Will there be any repercussions if I cancel her reservation? She is pressuring me to violate the law and endanger my community for her benefit. I await your prompt response.

I am uncomfortable with the idea of hosting guests who are not following nonessential travel guidelines. A guest checking in today is traveling to meet her long distance boyfriend without her child, which goes against the current social distancing rules. I have strict COVID-19 regulations on my listing, and I cannot disregard them to accommodate this booking. I need to ensure that my guests adhere to the guidelines set by the governor and do not engage in nonessential travel. I am considering canceling the booking to avoid risking penalties or legal trouble. It is important for me to prioritize the safety of my community and uphold the law during these times. Thank you for understanding my position on this matter.

Hello! I am Alex N., and a friend and I had plans to travel to Florida and stay at one of your Airbnb properties. Unfortunately, due to the coronavirus situation, the event we were attending got postponed to October. My friend has been attempting to secure a refund from your company since this announcement. I acknowledge the challenges COVID-19 has brought to your business, with numerous refund requests. However, both my friend and I are currently unemployed because of the pandemic. There is $[redacted] that we have been unable to get refunded due to your cancellation policy. I am kindly requesting your assistance in the form of a credit or refund for this amount. I have been a loyal Airbnb customer, often choosing it over hotels and recommending it to loved ones. I have all the necessary details such as the reference number available. Thank you in advance for looking into this matter.

I am concerned about a potential fraud situation related to an Airbnb booking we made for a 31-day stay in Singapore. The host charged our credit card a total of $6,[redacted].71 for the rental period from April 7 to May 8, [redacted]. Prior to booking, we had specific questions about the kitchen amenities that were not adequately addressed. We have discovered that a real estate company has manipulated our Airbnb reservation into a 3-month rental contract until July 7. The company operates under the name ST Residences and uses a fake super host identity "Jay." We possess a copy of the fraudulent rental agreement. We seek immediate assistance to recover our funds. We are currently facing displacement due to hotel closures amid the coronavirus outbreak and urgently require the refund to secure alternative accommodations. We are in possession of evidence indicating the delay tactics of the host/realtor. Your prompt attention to this matter is greatly appreciated. Thank you for your help.

I have noticed a potential issue impacting guests and hosts. I wish to cancel my reservation due to covid-19, but I am unsure about the fairness involved. I have heard that guests who canceled early for May bookings before the covid-19 refund policy extension for May were denied refunds. This could lead to guests delaying cancellations until the last minute, creating uncertainties for hosts. As a student facing internship cancellations, I face a similar situation for a June booking. Despite informing my host, Airbnb is not allowing a full refund, requiring me to pay an $[redacted] total fee. I do not want to hinder other potential guests from booking the place. It would be beneficial if full refunds were granted to early cancellations in case of deadline extensions into June, to prevent guests from waiting until the last moment to cancel.

I have read about your COVID-19 policy regarding renting to healthcare workers. I live in an apartment/condo, and the unit above mine is being used as an Airbnb. I believe that renting to a healthcare worker in an apartment setting could pose risks as they move through shared spaces. Experts suggest keeping more than a 6-inch distance, and airborne risks could affect multiple units. I urge Airbnb hosts to refrain from renting apartments during this critical time to minimize risks for residents. As a concerned individual with health complications in my family, I would like to share details about the host above my unit to ensure no rentals occur during this surge. Please contact me for further information. - N. S.

I need assistance regarding a canceled booking in Alicante. The booking reference is HHMDHBKWCMQ for R4634.51. Our request was sent on 31/3 and 2/4, respectively. After contacting Airbnb support, we were advised to reach out to the host, Jaime, who did not respond. Following further guidance from support, we sent an extenuating circumstance email for R3510. However, today we received three emails from host Jaime. The emails expressed hope to host us in the future and offered apologies, but no mention of a refund was made. Can someone please provide me with assistance?

Hello, we had a reservation last year for April 26-30, [redacted] in Amsterdam for our honeymoon. Due to COVID-19, Airbnb offered automatic refunds for bookings up to April 14. Following their site's policy, we cancelled under the extenuating circumstances clause, assuming we could apply for a refund. However, Airbnb now refuses to issue a refund as their policy has extended to cover reservations up to May 31. This change seems unjust and discriminatory. Unfortunately, we are unable to find a way to contact Airbnb in Europe to pursue a legal claim. Any advice would be greatly appreciated. Thank you.

Hello, I am currently a host on your platform. Due to the impact of the Covid-19 pandemic, I adjusted the pricing for my place from $[redacted] nightly with a 50% weekly discount to $80 nightly. However, a recent reservation for 11 nights was made at a total of $[redacted], indicating that the weekly discount was still active. I have explained the situation to the guest, offering an additional discount to compensate for the error given my financial constraints. The guest, who is seeking accommodation until the end of May, declined the offer, noting they are looking for affordability. I believe the discount I provided should suffice, considering the circumstances. As canceling from my end incurs a penalty, I kindly request your intervention in this matter. My host email is [redacted] Thank you for your assistance.

Hello, my name is Anikó. I found an apartment on Dubizzle that I wanted to rent. After contacting the landlord, I was instructed to book through Airbnb. We agreed on a total of 16,[redacted] Dhs for 3 months plus a security deposit, but when I made the booking on April 1st, they deducted 16,[redacted].60 Dhs from my bank account instead. Despite multiple attempts to get in touch, I have not received any booking confirmation, contract details, or payment information. The Airbnb representative asked for a verification code from my bank, which resulted in an additional unauthorized deduction of 7,[redacted].70 Dhs. I am now facing financial strain and uncertainty as I need to move out of my current place by April 14th, but the lack of communication from Airbnb is making it impossible. I urge them to respond promptly and address the issues with my booking. Thank you for your attention. Anikó F.

Receipt ID: RC8KHYQ9SY Confirmation Code: HMARZ88MXD. I'm reaching out regarding a refund for my reservation in mid-June in Goleta, CA through Airbnb. Despite the cancellation due to my daughter's UCSB graduation being called off, the hosts informed me they are not obligated to provide a refund as Airbnb's extenuating policy only covers until May 30. Given the circumstances with canceled travel plans and financial strains, I, along with my family, are unable to bear the cost of the house rental anymore. With everyone facing challenges including job losses and elder family members in care facilities, I kindly request a full refund of the $[redacted].70 deposit promptly as the house will not be used without the graduation celebration. Thank you. -T. Bixby. Email: [redacted], Phone: [redacted].

Subject: Refund Request for Skyline Hideaway Cabins Booking Dear Airbnb, I am writing to seek your help regarding a disappointing experience at Skyline Hideaway Cabins in Stanley, VA. My wife and I booked a stay for March 20-22, [redacted], but unfortunately, the property did not meet our expectations. We were disappointed by the outdated and unclean condition of the cabin, as well as being disturbed by a bat on the premises, forcing us to cut our stay short. As loyal customers who have enjoyed positive experiences with Airbnb in the past, this particular stay has shattered our trust in your services. We were let down by the property's quality and the unprofessional response from the owner. I have attached photos and videos to support our claims. We kindly request a refund of the $[redacted].00 fee to address this unfortunate situation. Your attention to this matter would be greatly appreciated. Thank you for your prompt assistance. Best regards, Megan & Tyler C. Richmond, VA

Hello, I wanted to follow up as my issue remains unresolved. While trying to access services, I was prompted to provide a United States phone number, which I cannot provide as I am from Germany. I have previously booked flights and an apartment in Jersey City for December [redacted]. Unfortunately, due to the current situation with the Coronavirus, it seems unlikely that I will be able to proceed with this trip, especially considering the anticipated continued restrictions in New York City and state. The airline and online travel agency have advised me to report 72 hours before departure, indicating uncertainty about the flights. Airbnb has stated a full refund policy for bookings made before March 14, [redacted], which I would like to utilize given the extended travel restrictions until May 20, [redacted], and the uncertainty for June 14, [redacted]. I express my sympathies for those affected in NYC, NY, and the U.S., and acknowledge the current global situation. I intend to revisit this trip at a later date. Thank you, André

I was disappointed by the recent experience with Airbnb. The family wedding we planned to attend was postponed due to COVID-19, leading us to cancel our reservation at a property in Saint-Tite-des-Caps, Quebec, Canada hosted by Alain, named "Autonomy, wilderness, river & mountain." I was taken aback by Airbnb's policy regarding the pandemic situation. I have been a frequent Airbnb user but feel that the current policy is unfair to those affected by circumstances beyond their control. I no longer trust Airbnb as I believed it to be a fair and reputable company. I am willing to share my experience widely if our 50% deposit is not refunded promptly. The best resolution would be a full refund of our deposit.