AirBnB Customer Service Issues

Our reservation for a family wedding at "Autonomy, wilderness, river & mountain" in Saint-Tite-des-Caps with host Alain on July 31 and August 1 was postponed due to the pandemic. Unfortunately, your company has decided to keep our 50% deposit, which I believe is unfair given the circumstances. I have always enjoyed using Airbnb for accommodations, but this experience has been disappointing. I feel taken advantage of during a situation I cannot control. I used to trust Airbnb, but now I am reconsidering my options. Please refund our 50% deposit to rectify this issue, as I will have to share my experience publicly if not resolved.

I need to discuss our upcoming reservation at Anna Maria Island, Fla., for January. Due to health concerns related to the pandemic and my husband's visual impairment and my asthma and autoimmune conditions, we are considering canceling to secure a refund. I spoke with Nicky Hunt from Airbnb at Lazy Palms, and she mentioned they could easily re-rent it. We are worried about traveling from Wisconsin, especially with a blind companion. We hope canceling with this much advance notice will allow for a refund, as this booking is a financial stretch for us being on Social Security. Please reach out to discuss how to handle this situation fairly. Thank you. B.C.

I wanted to share a concerning experience I had with a potential rental scam I encountered on Zumper. Here is an email response I received regarding an apartment listing: Hi, Thank you for your interest. We are the owners of the apartment, which our daughter lived in until 2 months ago when she moved to WA after getting married. We have decided to rent it out now. Due to my work commitments, I am currently in NY and unable to meet in person. Since traveling back and forth is challenging, we have opted to handle the rental process through Airbnb, a reputable international company specializing in rentals. They will coordinate the inspection and assist with payments. I will arrange the booking through Airbnb, and they will email you a confirmation with payment details. You will be required to make a one-month rent down payment to Airbnb. Once received, an Airbnb agent will contact you promptly to arrange an inspection, potentially on the same day as the payment. If you approve of the apartment, you can sign the lease, receive the keys from the Airbnb agent, and move in right away. The down payment is fully refundable if you are dissatisfied after the inspection, and Airbnb will promptly return it in full. If you wish to proceed, kindly provide your full name, current address, and phone number for Airbnb registration. Best regards, Debbie

I contacted the host and requested a refund for my reservation cancellation on March 12, [redacted], citing concerns related to the coronavirus. Despite meeting the cancellation requirements for a full refund as outlined on the AirBnB website and having a trip eligible for cancellation, I have yet to receive my refund 40 days later. Due to our current unemployment situation, it is crucial to expedite this refund. Reservation details: - Property: W/C accessible; Hot Spa; Beach/heated Pool, WIFI - Dates: March 14 - 19, accommodating 6 guests - Location: [redacted] Seawall Boulevard, Galveston, TX [redacted], United States - Confirmation Code: [redacted] - Host: Yolanda Lonsford Please assist in processing the refund promptly.

I made a reservation in Coarsegold for May 7th to 10th, booked on March 4th. Despite my efforts to cancel due to my nephew's postponed wedding because of the pandemic, I couldn't get confirmation from the owner or Airbnb. I've been charged $[redacted].96 for a reservation that doesn't show up on my trips. I'm frustrated and struggling to get help from Airbnb. I need a full refund but can't reach anyone about this issue.

Dear Sir, Following E. MARILL's message on 23/04 regarding the community action by Air BaB, I would like to extend my congratulations on the wonderful initiative of sharing and solidarity. I, being from Reunion Island, had planned a family vacation in Metropolis, booking accommodation in Arcachon from July 4th to July 10th through your website. Considering the current situation, our vacation plans are at risk of being canceled. The government's advice discourages extensive travel even with the easing of restrictions. I contacted French Bee Airlines, but they could not provide clarity on the resumption of flights under safe health conditions by late June/early July. Amid this uncertainty and valid concerns, we have decided to cancel our holiday. The airline offers to postpone it for a year which we reluctantly accepted. Given the circumstances, I kindly request a refund considering: • The 10,[redacted] km distance separating us from Metropolis, posing a significant risk during travel and potential exposure • Our senior status, my husband (59) and myself (62) • Our planned departure on June 28th conflicts with the government's measures on school attendance and grading modifications for our daughter in the final year. Managing this situation away from our usual surroundings would be challenging logistically. Hoping for your understanding and thanking you for your consideration. Yours sincerely, Régine BERNARD 27 bis Myosotis Alley, Camellias Hill [redacted] Saint-Denis Reunion Island Mobile: [redacted]

I had a reservation for a French Chic Loft in Asheville, NC from May 15-17, [redacted] with 12 women for my bachelorette party. Due to Covid-19 and the NC stay-at-home order, we are unable to attend. I was hoping for a cash refund as the stay-at-home order was until May 8th, but Airbnb required me to cancel 7 days before the check-in date. Though I prefer a cash refund to reimburse the 12 attendees, I had to settle for a Travel Credit. Since Asheville might still be closed during our weekend, I am questioning if I can get a cash refund instead of the credit. Can you advise me on this matter? I followed Airbnb's policy but would have preferred to wait and see what the government decided. Thank you for your help.

Upon my arrival, you assured me you would remove the belongings the next day, but they are still there. When I inquired, you responded dismissively. The floors are filthy with glass, dust, food wrappers, and more, and the room feels overpriced. The listing I booked was misleading compared to the photos. It suggested I would have the living area to myself, but that was not the case when I arrived. It appeared to be a studio apartment when in reality, I had to share the space with others. The cleaning responsibility was shifted onto guests, leading to an unsanitary environment. The overall condition of the unit was subpar with water damage, broken closet doors, and a musty odor. Additionally, bringing in furniture from outside during quarantine was concerning. I had to clean extensively on my first day and ultimately chose to leave due to the poor conditions and lack of consideration for guests' well-being.

I'm looking to cancel my most recent Airbnb reservation in Trinidad, California, that was scheduled for June 13-20 due to concerns about Covid-19. I made this reservation back in February before March 14. While my first booking was refunded in full, this last one is not eligible for the same treatment. Given my age of 60 and having type 1 diabetes, which is an autoimmune condition, I do not feel safe traveling now. I cannot split my trip, hence I kindly request a full refund for my booking at Allegra Del Mar. I mistakenly accepted a partial refund for a previous booking before fully understanding the situation, but I would appreciate it if you could make an exception in this case. Please reach out to inform me about the refund process. My family frequently uses Airbnb, and we hope to continue doing so in the future. Thank you for your help. -Kellie B. kedbax@[redacted] [redacted]

Last year, my son, a friend, and I planned a trip before Thanksgiving. On 11/30/19, I reserved four places in Greece from June 13th to June 26th. We were also going to visit friends in Spain and my son and his friend planned to volunteer at a refugee camp in Lesvos. We were all meeting in Athens for a trip around three islands. The entire summer trip was over a month long. However, our plane tickets changed twice, Spain may close their borders for the summer, and you've extended a full-refund policy but only for the first two reservations. I would like to request that the refund policy be extended to cover the last two reservations, even though they fall outside your current window. I recall reading about a full refund being available for dates up to June 15th. Please let me know what information you need from me.

I recently made a reservation and paid for it. However, when I tried to rebook the same reservation, my account was disabled. I'm not sure why this happened. I have been attempting to contact Airbnb to get this issue resolved. This is my first experience with Airbnb and it's not going well so far. I appreciate the concept of Airbnb as it is more suitable for my family. Please reach out to me so I can provide any additional information necessary to reactivate my account.

This would have been my first time staying at an Airbnb, and I was really looking forward to it! Due to Covid-19, my age puts me at high risk, and we've sadly lost friends to this virus, with family members hospitalized. Should I risk my life in Florida with so many deaths? I am on a fixed income, saving for a year for this trip, and cannot afford to lose my money. Please understand my situation and consider refunding my money. If not, I will only choose hotels in the future. - Vanessa C. Email: [redacted] Phone: [redacted]

Kürzlich haben wir online über Immowelt eine Immobilie angesehen und wollten sie nun persönlich besichtigen. Der Vermieter behauptet jedoch, sich in Barcelona zu befinden und die Schlüsselübergabe über Sie abzuwickeln. Um die Schlüssel zu erhalten (nur für die Besichtigung!), sollte ich einen Betrag auf Ihr Konto überweisen. Angeblich würde ich das Geld zurückbekommen, wenn mir die Wohnung nicht zusagt. Bevor ich fortfahre, möchte ich sicherstellen, ob diese Immobilie tatsächlich existiert und das Angebot echt ist. Das Inserat wurde mittlerweile deaktiviert, angeblich kümmert sich Yasin Bingöl, Inhaber der TausendSee Gmbh, darum. Die Adresse der Immobilie ist Berliner Straße 38 in [redacted] Schwalbach am Taunus.

On May 1, [redacted], you implemented new cancellation policies due to unforeseen circumstances. I had booked a reservation for June 1 to 12, [redacted], back in January. Your May update promised a refund, but when I inquired about changing the dates to August or September, I was quoted an increased price of $[redacted].35. You mentioned that the price remained the same on your end and promised to investigate. Since then, I haven't received any updates. I am seeking clarification on whether I can still receive the refund and if the cost will remain at $[redacted].75, with $[redacted].75 already paid. Given the current travel restrictions in Saskatchewan, I urgently need a resolution. Please respond promptly via phone or email.

I am disputing a charge for a cancelled booking you have charged us for. The booking reference number is HMAEX3YXAJ for Grao de Castellon from May 23rd to May 30th. Upon attempting to cancel, I discovered it was already canceled and the initial payment refunded. Surprisingly, you have notified my husband, R.H., of an impending second payment of £[redacted].55 with receipt reference number RC8ATYASYZ for a booking that is no longer valid. We do not approve of this charge. For future stays, we intend to use Airbnb, provided no unauthorized charges are made. If the payment is processed, we will take necessary measures to reclaim the funds and will avoid booking with your platform in the future. I am not accepting credits or vouchers as I am considered high risk for Covid-19 and uncertain about future travels. Thank you, D.H.

Hello everyone, Due to COVID-19, we had to cancel our trip, and our flights were also canceled. Airbnb is only refunding me €[redacted].75, and the remaining amount of €[redacted].50 is being given as a voucher. I have informed Airbnb that I would like the full refund of €[redacted].25, but was unsuccessful. I have contacted Ms. I. about this multiple times. She mentioned that the full amount cannot be refunded as the voucher has already been issued! I also emphasized that I would like a positive response or else I will involve my lawyer to claim the refund. Therefore, my final request to you: please credit the amount of €[redacted].50 back to my account. Otherwise, you will hear from my lawyer. I do not wish to accept a voucher. Kind regards, S. Buß

I had a reservation for the apartment in Paris called "Big Apartment by Arc de Triomphe" for September 4-5-6, departing on September 7. Due to global health circumstances, my family and I decided it would be too risky to go this year even though we paid 50% of the bill several months ago. I reached out to the host to change our reservation to next year from September 3-4-5, departing on September 6, [redacted]. Although the host adjusted the dates, they did not change the year, so the reservation remains for this year. We are looking to move our money to the booking for [redacted]. I was recently charged a change fee of around $68, which I paid without fully understanding why. This fee seemed odd as I was altering my dates due to the virus situation. The host mentioned I cannot yet reserve for September [redacted]. I'm seeking guidance on how to proceed with resolving this issue. Thank you.

My booking fell within the COVID-19 timeframe specified by Airbnb's May 1st directive, entitling me to a full refund. Although I had a reservation for June, due to COVID-19 concerns, I couldn't use it and tried to reschedule for the end of August. Airbnb quoted me an extra $[redacted] for this change, which I found unreasonable and didn't accept without clarification. Despite my inquiries about the added cost, I was unexpectedly charged half of that amount and the booking was processed without my consent. Even after canceling, Airbnb refused to refund the additional charge. The host mentioned that Airbnb was responsible for issuing the refund. As per Airbnb's COVID-19 cancellation policy, I should have received a refund for the initial payment and not been charged half of the extra fee in such a hurry.

We had a trip booked for Australia, but due to the Coronavirus, we are unable to travel. One of our Airbnb hosts has already provided us with a full [redacted]% refund. However, Samantha at Margaret Street, Brisbane, for the dates 15/7/20 to 20/7/20 is refusing to refund us in full citing company policy. We have saved diligently for this trip and have received full refunds from all other accommodations and services we had booked. We plan to rebook this trip in two years. It is disappointing that Samantha is not offering a full refund, especially since other hosts have been understanding. We are self-employed and have been impacted by the current situation. We hope for a resolution soon. Contact us at [redacted] or [redacted]2.

I would like to request a cancellation for my booking due to the impact of Covid-19. The booking was made on January 27, [redacted], for a check-in date of June 8, [redacted]. However, when attempting to cancel, I am only being offered a 50% refund instead of the full refund that is stated in your information regarding Covid-19 cancellations. I am eligible for a full cash refund or travel credit based on the extenuating circumstances policy, as my reservation falls within the specified dates. My reservation, which does not have a reference number but pertains to a Private bedroom with ensuite bathroom in Vancouver from June 8 to 21, [redacted], should adhere to the policy guidelines provided. I kindly request either a full refund or the option to reschedule my stay within the next 24 months, aligning with similar flexibility offered by Air Canada for my cancelled flights.