AirBnB Customer Service Issues

Archive 51

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #51. It includes a selection of 20 issue(s) reported May 12, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have a reservation in Menorca starting on the 27th of May at Room "Stelle" in Cas Milos Villa with a pool by the sea. My confirmation code is HM8CNF8WKD, and my flight has been canceled. I have only been given the option for a refund of the second installment, which was already charged, meaning I paid for the whole trip in advance. There are more than 15 days left before the arrival, and the reason for not being able to travel is not by choice, but due to government restrictions preventing us from leaving the province. Could you please explain why a full refund cannot be issued if I provide proof of the flight cancellation? Additionally, we are all affected by the current situation, and I have already informed the host days ago. We are loyal Airbnb customers and have had positive experiences. I am looking forward to a prompt response. Thank you. Ana.
Reported by GetHuman4812763 on mardi 12 mai 2020 19:00
I need help with my booking HMHPSQB55E for a weekend in Henley, UK. Due to Covid-19, I have to cancel. On the cancellation page, there are 2 options: to cancel for £[redacted] or receive a credit for a future booking. When I select the credit option, it takes me to a second page where I entered a reason, but the continue button is not highlighted, and I can't proceed to get the credit. Please assist me with this issue. Thank you, D.C.
Reported by GetHuman4815460 on mercredi 13 mai 2020 08:23
Hello, I would like to address two concerns regarding my recent bookings. Firstly, I have received an email confirmation from Airbnb regarding a booking at Calme et Nature, Bassin d’Arcachon, for a stay between 22/07/20 and 29/07/20, with a price of £2,[redacted].34. However, I did not make this booking and it does not show in my account. I am worried about the potential charge to my account if this is not resolved promptly. Secondly, I booked a week in Gujan-Mestras from 22/07/20 to 29/07/20 with confirmation code HMP9QH4T5X and paid a deposit of £1,[redacted].88. The receipt number is RCAY5TF9XH. The owner, Marie, has agreed to a full refund if we cancel before 25 May [redacted] due to health concerns. I have informed her about the cancellation, but I would like to confirm the process for cancelling through my account to ensure a full refund, as there seems to be some ambiguity on your website. Thank you, S.W. Sent from my iPad
Reported by GetHuman-sc_willi on mercredi 13 mai 2020 10:29
I would like to report an issue regarding reservation number HMZ9YYHQFP. Our flight to Vancouver got cancelled, resulting in us having to cancel our trip to Whistler. Following instructions from the host, we canceled the booking on AirBnB and received a partial refund. However, the refund we got from the host did not include the AirBnB booking fee. The host suggested reaching out to AirBnB for the refund of the booking fee. I attempted to contact AirBnB through their website regarding this matter, but unfortunately, have not received any response. I would appreciate any assistance with this issue.
Reported by GetHuman4817304 on mercredi 13 mai 2020 15:25
My daughter has a bachelorette party planned in California for July 1, with the reservation made on February 6. Unfortunately, due to the travel restrictions and quarantine requirements, most of the guests will not be able to attend. The local girls are also under quarantine until June 15 or beyond, so they cannot make any plans either. The host has not yet responded to the cancellation and refund request. I am puzzled about the June 15 deadline for COVID-19 cancellations with a refund, considering the ongoing situation affecting most of the guests.
Reported by GetHuman4817472 on mercredi 13 mai 2020 15:51
I have a booking from 6/18-6/21 at the Emerald Oasis in Austin, TX for 7 guests. Due to the global pandemic, unforeseen circumstances have arisen. 5 of us in healthcare cannot travel due to work or quarantine, 1 in the military has a no-travel policy, and 1 single mom has been furloughed without pay. Given our high-risk exposure to infected patients, it would be irresponsible to travel and risk spreading the virus. We seek a full refund as this situation is beyond our control. Our reservation is under Kelsey Tully. Thank you.
Reported by GetHuman4817913 on mercredi 13 mai 2020 16:51
Hello, I made a booking on Airbnb in early March for the period of July 19th to October 2nd. Due to the pandemic, the trip was canceled, and I subsequently canceled the apartment reservation. As a result, I have lost a significant amount of money (almost [redacted]€). I recently learned that hosts can cancel bookings due to Covid-19 without fees. Does this mean that if the host had canceled the reservation instead of me as the traveler, I would have been fully refunded? If so, is there a way to retroactively change this? I am a student, and this is a lot of money for me.
Reported by GetHuman-tillschr on mercredi 13 mai 2020 22:08
I cancelled my trip scheduled for 5/21 due to COVID-19 restrictions in Pennsylvania and Key West, Florida, my destination. Initially, I chose a $20 refund or credit for the $[redacted] paid. Given the ongoing lockdowns in both states beyond my trip dates, I now request a full refund rather than the credit I accepted. I felt pressured to accept the credit last minute, but as circumstances worsened, I believe it's fair to ask for a refund. This experience with Airbnb being my first, I acknowledge the unpredictability of the situation but feel my request for a refund is justified.
Reported by GetHuman4835976 on lundi 18 mai 2020 15:43
I made a reservation for a shared room on Airbnb for my grandson and myself. Upon arrival, the host showed me to a disappointing shared room with makeshift beds separated by sheets, far from what was advertised. I declined and the host directed me to a private room, which was clean and suitable, but then requested an additional $21. As it was late and nearly impossible to find other accommodations, my husband paid. The next day, she demanded $47 more for an extended stay, leading me to decline and leave. I feel misled into booking a room, settling for another that was not what I expected, and being subjected to unexpected extra charges.
Reported by GetHuman4843432 on mardi 19 mai 2020 18:37
I have encountered an issue with an Airbnb reservation I made and paid for via WeChat. The host informed me that due to the current situation with the virus, they couldn't accommodate guests. I requested a full refund, but the host claimed they had contacted Airbnb multiple times without a response and stated they did not have my money. According to the host, they filled out a cancellation form and corresponded with Airbnb. Due to the lack of communication and conflicting information, both the host and I are unsure about the status of the reservation and refund. I have not received any response from Airbnb customer service for over a day, which is frustrating as my move-in date is approaching. I am seeking assistance to cancel the reservation and receive a refund promptly. Your prompt attention to this matter would be greatly appreciated.
Reported by GetHuman4844472 on mardi 19 mai 2020 21:44
AirBNB, please compensate me $[redacted] for canceling my reservation without cause. I am dismayed by your recent policy allowing renters to cancel up to June 15, [redacted]. I had a renter booked for June 12-14 who canceled last week (HM4BAEADDQ) and received a refund without penalty. Your expansion of the 25% refund policy to the end of May, while still permitting cancellations beyond that, is unjust. By overriding government restrictions, you are unfairly impacting hosts financially. During Covid, VRBO and HomeAway have supported homeowners well, in contrast to AirBNB's treatment. I have always refunded renters unable to stay, but this cancellation was unwarranted. AirBNB should show more consideration and loyalty to hosts during these tough times. I plan to switch from AirBNB to VRBO/HomeAway for future rentals and will share this experience with others in the hosting community.
Reported by GetHuman4845323 on mercredi 20 mai 2020 00:51
Dear Airbnb, I specifically chose this villa based on the amenities the owner, Hans, promised in the initial message, including access to the pool, sand volleyball court, gym, and canoe access on the lake. Unfortunately, upon arrival, none of these were available as advertised. Despite numerous emails with Hans, he denied any wrongdoing and offered no solutions. Throughout the trip, I was stressed trying to resolve the situation to no avail. Hans even tried to dissuade me from reporting the issue by offering a bar of Swiss Gold as compensation, which turned out to be worth much less than suggested. His lack of transparency, as he also acted as the cleaning crew, raised suspicions about the actual profits he was making. The overall misleading advertisement and the additional expenses we had to incur to use alternative facilities left me extremely disappointed. I believe some form of reimbursement, whether in cash or credit for future stays, is warranted given the circumstances. It was a disappointing experience that fell short of the professional standards I expect from Airbnb rentals. I urge you to address this issue promptly.
Reported by GetHuman4853047 on jeudi 21 mai 2020 16:08
Hello, my name is Migle Terese. I am currently staying in an apartment booked through Airbnb and have encountered numerous issues during my stay. I am seeking advice on how to request a refund for my accommodation. Upon arrival, I experienced a concerning situation with a neighbor making inappropriate and threatening remarks. Additionally, the wifi is not functioning, despite reporting it to the owner, who did not provide assistance. The promised parking space was not accessible as the gate key was not provided, leading to additional expenses for parking. The uncomfortable bed, unclean carpet, and overall lack of responsiveness from the owner have made my stay unpleasant and unbearable. I am reaching out for guidance on the refund process due to the unsatisfactory conditions and lack of support from the owner. Thank you for any assistance you can provide in this matter.
Reported by GetHuman-etylgim on dimanche 24 mai 2020 17:25
I had two guests staying with me starting March 1st. Unfortunately, due to the virus situation, they left early on March 20th. Airbnb initially paid me for March, but later made an additional payment in April. One of the guests asked Airbnb for a refund for April's rent so her card wouldn't be charged. I agreed to the refund but didn't inform Airbnb assuming they wouldn't charge for April since the guest didn't stay. However, I was contacted saying I owed the guest money. I'm willing to refund but expect the guest to cover any costs involved. I should have let Airbnb handle this, but since I struggled to reach them, I decided to address it independently to clear my account. Despite attempts to contact Airbnb through messages and calls, I've received no response. I'm in need of urgent assistance to resolve this matter promptly. Thank you.
Reported by GetHuman4442322 on lundi 25 mai 2020 19:51
I have a reservation booked and paid for July 01 - July 15, [redacted]. Due to a canceled flight, I need to change the reservation to a later date. The hosts have agreed to modify the booking once I confirm a new flight. However, my online account is currently locked for security reasons, and I am unable to access the phone number on file. I urgently need to unlock my account to adjust the reservation promptly. I am concerned about losing the chance to secure the dates I require. The help site mentioned a delayed response time, but I am reaching out for assistance now to ensure I can make the necessary changes without any issues.
Reported by GetHuman-frostsan on lundi 25 mai 2020 22:05
Guest reserved accommodation for 4 nights for 1 guest, with a profile picture displaying 2 adults and 2 children. Communication prior to arrival clarified that only 2 adults were permitted due to a queen bed arrangement. On the day of check-in, the guest mentioned 2 adults and 2 boys, which exceeded the occupancy limit. After explaining the situation, the guest promised a negative review, claiming I should have addressed this earlier. Despite attempting to contact Airbnb for guidance before the guest's arrival, feedback is still pending by the time of the scheduled check-in. Seeking advice on refund process as Airbnb has transferred the payment. Urgent assistance required to manage guest's constant emails and potential review. Appreciate prompt resolution to maintain my super host status. Best, Lisette
Reported by GetHuman4871735 on mardi 26 mai 2020 16:49
I booked an Airbnb in Tulsa on the morning of the 24th of May. When my guest and I arrived at 8 p.m., we were disappointed to find that there was no pool as advertised, and the backyard was overgrown with 2-foot high weeds. Additionally, the upstairs toilet and shower are not functioning properly, being slow. I am in Tulsa for medical treatment, and the neighborhood is not what I expected. The house itself is nice and clean, no issues there. I contacted Airbnb last night to request a transfer to another location in Tulsa that is closer to my doctor, but the host said that transferring funds was not possible. He offered to fix the plumbing issues and refund $[redacted] if I were to give a 5-star rating. I am not looking for a refund; rather, I would like to transfer the payment to a different location in Tulsa. Can someone please call me regarding this matter? Thank you, Amelia.
Reported by GetHuman4872390 on mardi 26 mai 2020 18:46
Hello. I've attempted to book this house several times, but I keep receiving an error message during the verification process. When I try to make a payment, a notification appears indicating that Airbnb is blocking reservations for entire homes due to safety concerns. The issue is not related to the coronavirus, and the suggestion was made to book a hotel room instead. However, I strongly prefer the house. I've reached out to the host, who is also unsure of the situation, despite having pre-approved the booking. I am eager to stay at this affordable and convenient location, so I am seeking assistance to identify and resolve the problem. Thank you.
Reported by GetHuman4877296 on mercredi 27 mai 2020 17:52
I rented a vacation home to host family visiting from Miami for some quality time together. Unfortunately, upon arrival, we discovered the pool needed maintenance. Despite the owner's assurance of a fix the next day, it was not completed as promised. I requested an extra day's stay with a discount as compensation for my family's disappointment due to the pool issue. Even after the pool maintenance, the problem persisted, and I have photographic evidence. Furthermore, I have concerns regarding the cleanliness of the house, considering we were charged for cleaning. These inconveniences disrupted our plans, leading my family to cut short our vacation and leave early. I am seeking advice on how to secure a refund or partial reimbursement due to these circumstances, as we will not be returning to this property.
Reported by GetHuman4878691 on mercredi 27 mai 2020 22:37
I attempted to contact you three times earlier and was put on hold for around 40 minutes each time before being disconnected. On May 27, [redacted], I spoke with a representative to cancel a booking due to wind damage. The AirBnb representative approved the cancellation, ensuring the guests, including Kirsten Welch, would receive a full refund as there was no penalty for us due to the storm damage causing the cancellation. However, today, on May 30, I received an email stating that $[redacted].20 would be deposited in my account, which should not occur. I need this issue resolved promptly. Please avoid depositing the money and ensure Kirsten Welch is not charged. Kindly contact me at [redacted]. Thank you, Sharron Jay.
Reported by GetHuman4891738 on dimanche 31 mai 2020 00:25

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