AirBnB Customer Service Issues

Hello Airbnb, I was robbed and attacked by my host in an apartment listed on your website. There's a host in Colombia offering one apartment through Airbnb. However, upon arrival, I was shown a different apartment and was told it would be easier if I didn't go through Airbnb. The host gave me their phone number, suggesting I'd get a better deal if I visited and saw the apartment. Last night, I was robbed at knifepoint in that apartment. I have reported this to the police and my embassy. Several neighbors witnessed the attack by the host's boyfriend, who arrived late, used his own keys to enter, and started assaulting and threatening me because I wanted to report her to Airbnb. I have testimonies from neighbors and a police report as evidence. I want to ensure this doesn't happen to anyone else. Can you assist me with this issue? I want to prevent it from happening again to others.

I am looking to book a reservation for an engineer from our team at Evergreen Engineering. I am responsible for all travel arrangements for the Atlanta office. We often need to move quickly once a project is approved. However, I face an issue with providing specific personal information like driver's license and passport details as the engineer's information differs. Is there a workaround for business travel bookings? Additionally, I would like to know if payments are made on a weekly or monthly basis and if there are any fees associated with credit card/debit card payments. In case a project is delayed, can we terminate the rental with a 30-day notice, and are there any fees involved? For urgent responses, please reach me via email or phone at [redacted] or [redacted]. Thank you.

I have a reservation code, HMK3P5BE2Y, for a villa in Gozo. The listing stated it was a villa, but after reading reviews mentioning an apartment with people above, I contacted the host who confirmed it is indeed an apartment. The host agreed to cancel and provide a full refund. However, the host is now making it difficult, insisting that I contact Airbnb for the refund as he claimed to be unable to cancel it himself. I am unhappy with this service and seek a full refund promptly to book elsewhere for our holiday. I hope to receive the refund soon to avoid any disruption to our plans. Our determination to travel remains despite challenges, but we need a resolution with this host to proceed smoothly.

I have a reservation in Redmond, WA for 3 nights starting on August 14, [redacted]. Unfortunately, the event I planned to attend has been rescheduled due to Covid-19. The owner is willing to help, but we are unable to change the reservation to August [redacted] as the calendar does not allow it. The suggestion is to change the reservation to May [redacted] and then switch it to August [redacted] when the calendar opens up. I also have a reservation in Abbotsford, Canada that needs to be changed. I am concerned about any penalty charges and if the final payment date will be affected by these changes. I appreciate any advice you can provide. Thank you.

Hello, we require assistance with a cancellation at our property in Dunedin, Florida, specifically the Honeymoon Cottage. We currently have a guest booked for a 2-month stay from January to February [redacted]. The guest wishes to cancel due to concerns related to an anticipated Covid wave during the winter months. They reside in Canada and worry that potential border closures may prevent their travel and they prefer not to undertake unsafe journeys. We are understanding of their situation and are willing to allow the cancellation without imposing any fees. However, their reservation is subject to a long-term cancellation policy which typically includes charges for the initial 30 days of the intended stay. This could result in penalties if we proceed with the cancelation. We seek guidance on facilitating a fee-free cancellation for both the guests and ourselves, the hosts. Thank you, John and Kitti Craycroft

During our stay at an Air B&B from May 22nd to May 25th, my family and I encountered several issues. On Saturday morning, we discovered raw sewage on the ground outside the house, emitting a strong odor. Despite informing the owner and capturing photos of the situation, the temporary fix of sand was ineffective as the sewage reappeared by Saturday night, even seeping under our car. The following day, more sand was added, but the smell persisted. Furthermore, we noted the bathroom door was unstable, lacking a lock, along with missing smoke alarms. The gas BBQ grill depicted in pictures was absent, replaced by a small charcoal grill. Additionally, the furniture, including recliners, was damaged and difficult to operate. This subpar experience is unlike our previous Air B&B stays, and we tried to limit time indoors due to the smell. I previously attempted to submit a review but received no response. The property in question is located at [redacted] Scrubby Bluff Rd. Kingsland Ga [redacted], within the KOA campground known as the Beach House. I am seeking a refund for these unsatisfactory conditions. Thank you.

Dear all, I wanted to share my experience with the service I received from a York booking. The hosts reached out to me, offering the option to change my dates or cancel without any fees. Unfortunately, due to the current travel restrictions, traveling from Australia to the destination is not feasible. I initiated the cancellation process recently and was informed that my refund amount would be $[redacted].30, which is less than the $[redacted].16 I originally paid. I also tried reaching out via email, but I'm hoping for additional assistance through this forum. Any guidance on how to proceed would be greatly appreciated. Thank you for your help. Sincerely, G.

I made a reservation for a Colorado Springs AirBnB home on February 3, [redacted] for $[redacted].47, for 5 nights starting on July 12. This was for a family reunion and graduation celebration. Due to the pandemic, I contacted the host on April 2, [redacted], who mentioned that pandemic cancellation refunds were not available for our dates per AirBnB policy. I closely followed AirBnB's "Extenuating circumstances policy and the coronavirus (COVID-19)" guidelines. My husband, who is 73 years old with Sarcoidosis, a lung disease susceptible to Covid, has provided medical documentation. He is also furloughed. My daughter has asthma, and another family member is undergoing cancer treatment. Unable to travel, I monitored AirBnB's cancellation policy page and cancelled on 6/1/[redacted] for a full refund, but received a travel credit instead. I contacted the host, Tanya, multiple times for guidance on refund procedures but she was unhelpful. She even rudely ended our communication. Could you please refund the $[redacted].47 to my account? Reservation code: HMSM4KZZMS. This money is crucial for us, especially in these times.

Hello, I need assistance with a cancellation request due to Covid-19. Jamie was scheduled to stay at Eden Villa's Great House in Nevis from July 14th to the 18th. I received an email on June 5th at 8:30AM informing me of the request. I tried to cancel Jamie's reservation online on the same day and emailed her at 11:31 AM to explain that there was no option to cancel without penalty due to Covid-19 like we have done for other guests. Jamie was informed that the cancellation request was denied, but we would never refuse a Covid-19 related cancellation. We are unable to find the option to cancel Jamie's reservation without penalty as allowed in your policy for Covid-19 cancellations. Can you please assist us with this issue? Thank you in advance. Kindly contact me via email as phone service in Nevis is unreliable. Host: Garett Radke.

Hello! We are facing an issue - we booked a trip to Portugal in July. It's uncertain how things will progress now - Ryanair has canceled all flights until July 1st, with only 40% of flights tentatively resuming from then on. My next installment payment is due on July 3rd, and I don't believe we will have written confirmation by then about the status of the flight. It seems we can only get a refund if we have written confirmation of the flight being canceled, is that correct? I would prefer not to wait until the second payment is due due to financial constraints (due to reduced working hours). The host has been kind and suggested I contact Air Bnb directly. Is a refund possible? Best regards, Jana Trento

I have been trying to reach out to you for 8 days now through various channels like phone, app chat, Instagram, and Facebook, but have had no luck. I had booked an apartment for May 31st at 10am, even though I initially wanted to check in earlier. The host, Brittany, confirmed the 10am booking after I informed her of the change. However, upon arrival, she was not there, claimed I had cancelled, and rented the apartment to someone else. She was also rude to me. I have proof of our conversations and the booked apartment on my end. The lack of response and resolution from Airbnb has been frustrating; my $[redacted] seems to have been taken unjustly. The unprofessionalism displayed by the host and the poor customer service have left a bad impression on me as a first-time Airbnb user.

Hello, I'm Erin Crozier. I organized a trip to Austin, Texas, where I paid $[redacted] for my accommodation. After that, I sent the host an extra $70. Unfortunately, I had to cancel my reservation the following day and received the $[redacted] refund. However, when I tried to request the $70 back from the host, I couldn't do it. I contacted the host, and she also wasn't able to process the refund on her side. I'm wondering if there is a way for me to retrieve the $70 since I didn't end up going on the trip. Thank you.

Hello, I have been using Airbnb for the past four years. I've recommended it to several friends, earning travel credits as a result. However, due to the current situation – with lockdowns, safety concerns, and travel restrictions – I haven't been able to use these credits, and they are set to expire soon. I kindly request an extension on the expiration date of these travel credits so that I can make use of them at a more suitable time. Thank you for your understanding.

I am currently unable to access my account. During a recent live chat, I discovered that I have two accounts associated with different phone numbers. One of the accounts, which I am locked out of, is linked to an upcoming reservation under the phone number ending in [redacted]. I have reached out to AirBnb multiple times for assistance. I urgently require access to my account to communicate with the host regarding the upcoming reservation for which I have already been charged. Additionally, I am seeking to have one of the accounts removed to update the phone number. Please, I need to be contacted as soon as possible.

Hello, my fiance and I recently booked a trip to Florida, but unfortunately, I started showing symptoms of COVID over the weekend. My doctor recommended quarantine due to symptoms like fever, loss of taste and smell, and severe headaches. Trying to cancel our reservation with you has been challenging. Despite my fiance's attempts to contact you since Saturday, we have yet to receive a response. Today, he also started showing symptoms. We are in NYC and urgently need assistance in canceling our booking without penalties. Being sick, it's difficult to wait on hold for long periods. Can you please help us with this matter promptly?

Hello, I'm Ana Peric from Belgrade. I have been trying to reach Airbnb's Resolution Center all day with no luck. The guests who stayed at my apartment caused significant damage and left in the middle of the night after a fight. They broke the security door, apartment door, and created a mess inside. The local police were involved, and I have evidence in the form of photos and a statement from one of the guests admitting to the damage caused. As a host, this incident has affected my livelihood, especially as a handicapped individual unable to resolve the situation independently. I am seeking assistance from Airbnb to address this issue and repair the damages caused. Thank you for any help you can provide. Ana Peric

Hello, I am reaching out concerning my refund for the cancelled trip to Morocco on May 13th. Despite contacting Jose with no response, my refund has not been processed yet. The original reservation was from July 29th to August 20th, and the refund amount is $[redacted].73 as per Ali's refund policy. I would appreciate assistance with this and an estimated time for the refund to reflect in my bank account. You can reach me at [redacted] Thank you for your prompt attention to this matter. Best regards, T.J.

I recently made a reservation and reached out to the host regarding some confusing details in their listings. After confirming my booking, I received a string of inflammatory messages from the host, which included discriminatory remarks and discouragement from staying with them, despite accepting the booking. Upon informing them of my intention to cancel, the host requested double the booking price as an "adjustment." This encounter was one of the most bizarre and confrontational exchanges I've ever had with a stranger in just 10 minutes. When attempting to cancel, I was cautioned that I would forfeit the "credit" I had used, which was originally obtained when I had to cancel my Mexico vacation in March due to border closures. I am not willing to lose this credit due to this new booking and I am seeking to report this host, as their responses to reviews indicate they may not be suitable to host on the site. Thank you.

During my stay, I contacted the host and Airbnb several times regarding various issues. The bedroom lacked a TV and side tables. Only two towels were available, and there was limited seating in the living room. The bath water pressure was low due to the tub faucet. Additionally, there was no trash can in the bathroom, and the wifi password had errors. The floor was sticky, and there were no coffee cups provided despite having a Keurig. I had to buy toilet paper and paper towels on my own after the host failed to bring them as promised. The heater emitted a strange smell, and parking was challenging with no available spots except on the street. The bed and futon couch were uncomfortable, with the couch lacking linens as advertised. Lastly, the can opener didn't work when I needed it while cooking.

During my stay, I encountered several issues with the rental property. There was no TV in the bedroom, no side tables, limited towels, and insufficient seating in the living room. Additionally, the water pressure in the shower was low, there was no trash can in the bathroom, and the Wi-Fi password provided had capitalization errors. The floor was sticky, the lack of coffee cups was inconvenient, and the toilet paper and paper towels were not adequately stocked. I had to purchase them myself after the host did not respond within 24 hours. Furthermore, the heater emitted a strange smell when turned on, parking for my truck was challenging, and there was no designated parking except on the street. The bed and futon couch were uncomfortable, and the futon did not have linens as advertised. On top of everything, the can opener did not work while I was cooking dinner.