AirBnB Customer Service Issues

I'm seeking a refund for a recent booking due to issues with the accommodation. I booked at 7:30 pm and was later informed that one room was not as expected. Even though the cancellation policy required notice before 3 pm on the check-in day, I cancelled at 9 pm upon learning about the discrepancy in the room. The host, Eelly Thoo, assured me of a refund once the place was rebooked, but it has been over two weeks, and I have not received it. Other platforms like Agoda and Booking.com handle refunds promptly upon cancellation, so I expect the same from Airbnb. The lack of transparency and delay in refund processing is disappointing. The booking details are: Booking ID: RC4ER8H5PZ (May 25, [redacted]) Host: Eelly Thoo Confirmation Code: HMC3THCJDE Traveler: Lavania Marthandan I kindly request a prompt refund, as agreed upon.

We had a dreadful experience from the moment we arrived at the property. The host, who goes by the name Carolyn/Michelle, informed us she had canceled our stay despite our payment and booking through Airbnb. She claimed it was due to an alleged party of 25 people, which was false. I clarified our party consisted of my 90-year-old grandmother and two brothers. After some back and forth, we were allowed to check in after a delay. However, the evening was uncomfortable due to the lack of heating in the cabin. The following day, disturbances from the groundskeeper with loud equipment and barking dogs, along with a tense interaction about using the fire pit, led to the host asking us to leave due to COVID concerns. We relocated to a hotel, deeply disappointed by the entire ordeal and seeking a refund.

To Whom It May Concern, I am reaching out to bring to your attention an event being planned at one of your properties that raises serious concerns. A party is scheduled for this coming weekend with a check-in date of June 21, [redacted], and a check-out date of June 22, [redacted]. Reports indicate that there will be underage drinking without any adult supervision. As a parent of a 17-year-old who may attend, I strongly oppose such settings that could jeopardize the safety and well-being of minors. I have connected with other parents who share my worries and are prepared to explore legal options if necessary. Additionally, alarming information suggests that a robbery might occur during the party. While I lack specific details, it is distressing that our children are under the impression that stealing is acceptable. I urge you to take action to prevent these potential incidents. The reservation details I have are as follows: - Name: Eliza Graham - Email: elgr @gmail.com - Dates: June 20-21, [redacted] - Location: Anaheim, California I appreciate your prompt attention to this matter and eagerly await your response. Sincerely, Mrs. Gloria A. Carter

I need to cancel my reservation for a research trip to the British Library due to the current circumstances related to Covid-19. The British Library is currently closed to the public, and Britain has imposed a 14-day self-quarantine on visitors from abroad. Additionally, my university, as well as the state of Louisiana, has prohibited non-essential international travel. I received an email from the state regarding travel restrictions earlier this year, which confirmed this. I attempted to contact my host multiple times to cancel but received no response. I would prefer travel credit over a refund, but I might not be able to use it until next summer. I'm concerned about losing the funds altogether. Given the complexities of the situation, I am finding it challenging to cancel my reservation.

Hello, I am reaching out to the Help Center to address a review that may violate AirBnB's policies. I am requesting that the review be evaluated and potentially removed due to policy violations. The review by Marko includes concerns about the neighborhood being "sketchy." We are uncertain if Marko's comment is due to the neighborhood's racial makeup or other reasons. We believe this claim could be biased. Marko also complained about fireworks being set off at night. Given the property's proximity to the beach during the Summer Holiday, some fireworks are expected, which we cannot control. Lastly, Marko mentioned raccoons under the home and rats in the roof, which we find questionable. The property was purchased less than a year ago and underwent a thorough inspection with no signs of such animals found. Sincerely, Yen

Good morning, I hope you are well and preparing for your reopening. We offer various services that may help create a new normal for you. Our cleaners are available nationwide to assist you. All employees must complete a return-to-work protocol, and we provide an online course to fulfill this requirement. Additionally, we offer Evolut training that aligns with the protocol. To ensure a safe return to work and care for yourself and your children, we provide Environ clean services. If any of these services interest you in adapting to the new normal, feel free to contact me for more information, advice, and pricing. Thank you for your time. Kind regards, Tara McHugh Regional Operations Manager

My friends and I made a reservation for a beach house in Sauble Beach scheduled for June 29 - July 2 under the title "Beach House in Desirable North Sauble Beach" (confirmation code: HMEZYW4Z9S). The rental was advertised as a "crisp & clean beach house, 5-minute walk to sandy shores of Lake Huron with lake access." We specifically chose this location for its proximity to the beach. Unfortunately, we came across a news article today announcing the closure of Sauble Beach (link attached). This closure was unexpected and has led us to believe that the amenities we were looking forward to are no longer available. We are aware of the refund and cancellation policy but given this new development, we are requesting a full refund for our reservation. We hope you can understand our position.

I am having trouble receiving a response from the customer support helpline or from my host at 1-[redacted]. Our confirmation code is HMB9HXWW9Z. Our host, Dimitri, and co-host, Polina, are supposed to contact us when our rental nears for our cottage at Lake Winnipesaukee from July 11 to July 18. I need answers soon due to the situation with the virus in New Hampshire. Please assist promptly! Tom Severance from Pembroke, New Hampshire, can be reached at [redacted] or [redacted] I'm expecting a resolution soon as we have not experienced such communication issues with other rental agents in the past. We were recommended your service over VRBO, and I hope you can live up to it.

On June 11th, I arranged to rent an apartment on Airbnb with Anna L. for a long period. She instructed me to pay for 3 months upfront, starting August 1, before sending a contract and keys. On June 12th, I transferred 2,[redacted].01 euros directly to Airbnb's account ending in [redacted], receiving confirmation # NH0EIB. Anna claimed she would send the contract and keys by June 16, but the package never arrived. Despite multiple emails to Airbnb and Anna, requesting a refund, I have received no response or reimbursement as of yet. Both parties assured a full refund if dissatisfied with the apartment, but I haven't even seen it. I seek assistance with obtaining my 2,[redacted].01 euros back.

Hello, I wanted to follow up regarding our interest in partnering with Airbnb. We used to have an account a couple of years ago, but it was deactivated due to inactivity. We are eager to start fresh as we now have more rooms available, including private rooms with common or private bathrooms. Our 41 rooms are ready for booking. Our common bathrooms are meticulously cleaned multiple times a day, and we have separate facilities for men and women on each floor. The rooms with shared bathrooms are our most affordable option. We ensure all guest spaces are thoroughly cleaned and sanitized before each stay. While we offer a one-time cleaning included in the rate, daily cleaning can be arranged for $35 per day. If you have any inquiries or require further information on becoming Airbnb partners, please don't hesitate to reach out. Thank you, Best Regards, Marlin Rivera, Assistant Manager Phone: [redacted] Email: [redacted]

I made a reservation for the 26th to the 30th. The check-in process caused issues at first. Though the check-in time was at 3pm, I arrived at 3:30pm to find the house in a terrible state, smelling of cigarettes and marijuana. The cleaners took 2 hours to clean the place, leaving me and my toddler son stranded in the hallway, as we are visiting from Boston and didn't have anywhere to go. Despite the cleaning, the house still smelled awful, with lingering cigarette and marijuana odors. The cleanliness was subpar, with dirty dishes, a sticky floor, and stained walls. To make matters worse, both rooms had no electricity. I discovered marijuana in a dresser in the room my son was using and cigarette butts under his bed. The balcony blinds were damaged, the TV had no volume, and in the morning, there was no water at all.

I have a reservation at a luxury 2 bedroom, 2 bath property in Australia from July 3, [redacted], to August 3, [redacted]. Due to the recent Covid-19 outbreak and our vulnerability as we are both over 70 years old, we must cancel our reservation following our doctor's advice. Our host, Ilana, has been understanding and offered a full refund. Here is her response: Hi Selwyn, I understand the situation is getting worse in Victoria with the second wave of COVID-19. Unfortunately, the property is not available for your dates. We are happy to provide you with a full refund and help you find another property. Please send a cancellation request, and we will confirm the full refund for you. Kind Regards, Larisa

I made reservations in the name of Mindy Heller for Thu, Jul 23 to Sun, Jul 26 at The Convention Center's Grand Loft. Unfortunately, we are now unable to attend due to unexpected family circumstances. After booking, I received a screenshot indicating a [redacted]% refund, excluding service fees. However, upon attempting to cancel, I'm only being offered a 50% refund. This is perplexing and frustrating as I stand to lose a significant amount of money. I have reached out to the owner via email but have not received a response yet. I am keen to cancel promptly, but I am hesitant to accept losing $[redacted].50 when my records clearly show that I am entitled to a full refund as per the initial policy. Your assistance in resolving this matter would be greatly appreciated. I have attached the screenshot displaying the stated refund policy for your reference. Thank you.

I received an unjustly negative review from a host that contained false information. Despite reaching out multiple times due to threats from the host, your intervention was necessary as she was clearly at fault. With your involvement, she eventually acknowledged her mistakes, but I sensed she would retaliate. Unexpectedly, my account got suspended for 2-3 months. Although the account issue was caused by your mistake, I attempted to resolve it with your assistance to no avail. I was then denied the opportunity to leave a review or reply to her dishonest feedback. The host retaliated, with your inadvertent support, as you were informed about the conflicts arising from the reservation she accepted and the subsequent problems she caused.

Hello, I stayed in this flat from February until the end of June and I want to share my experience. Unfortunately, our host Szilvia did not meet our expectations. She focused only on money and neglected the needs of the tenants, including us. We faced issues with the lack of basic utensils, broken facilities that were not repaired despite promises, and her dismissive attitude towards our concerns. She even threatened to evict us during the lockdown when we raised our problems. Additionally, we discovered that the rental agreement was illegal, leaving us disappointed. I wish to provide feedback on your website to inform future guests about the challenges we encountered during our stay. Thank you for your attention. Best regards, MA

Guest: Yolanda mentioned feeling our description was misleading during the check-in on 6/21. We would like to address this concern promptly. Airbnb's multiple-choice question labeled "What kind of room" prompted us to select "Private," which was the closest option to our listing. However, this has caused confusion among guests who may assume the room is entirely private despite sharing an entryway. We are eager to update the description to reflect the accurate status of the room: Private vs. Partially Private. When guests search for listings, they often rely on the "Private" label, which can lead to misunderstandings. We believe a phone conversation would better clarify this issue. Additionally, it would enhance the Airbnb chat experience if there were a notification sound when an agent responds, saving guests from waiting indefinitely. Thank you for your attention to this matter.

On May 29th, my family and I arrived at the Airbnb and were disappointed to find it had not been cleaned properly. The beds were made, but the rest of the place was dirty. When we accidentally spilled water and wiped it up, the paper towels were black with dirt, making us worried about the cleanliness of the sheets. The stove had dried food on it, and the refrigerator was dirty too. After contacting the owners about the issue, they directed us to Airbnb for a refund. However, we have yet to receive it. We had to find accommodation elsewhere. Our stay was at the Wave Runner, Unit [redacted], owned by Amelia and Avia Weizmann. The reservation was for May 29th to June 2nd, totaling $[redacted].84. The booking was made by Sharon Henry but paid for by Sharon Williams. Our confirmation code is HMH8F4NFAJ.

I need assistance. Yesterday, my husband's friend made a booking with Linda at Lakeshore, Mississauga, Ontario, Canada for my daughter and her friend. Due to unforeseen circumstances, we need to cancel and have asked Linda for a refund promptly within 15 hours of booking. Unfortunately, we have not received a response from Linda, and her cancellation policies are unclear. We have been informed by friends that the location is not safe for the three girls and that the host can be overly demanding towards guests. The girls, who are international students at York University, will be returning to their home country this week. This is a pressing matter, and I seek urgent help to resolve this issue. Thank you. - Ferha Deeba

I had initially made a booking for a stay in St. Augustine, FL on May 20, [redacted]. We intended to stay with super host Heidi at "The Mermaid's Retreat - Steps to ocean and 2 pools!" from August 12-17. My Receipt ID was RCSC3JHCYP and my confirmation code was HMSS8Q5XYE. The total cost for the stay was $[redacted].10. Regrettably, due to the current situation where NJ residents returning from Florida are mandated to quarantine, I had to cancel my plans. I am disappointed with only receiving a partial refund of $[redacted].00, as I had to even cancel my flight to FL. I kindly request Airbnb to issue a full refund. My name is Kaitlyn C., and I hope to continue using Airbnb as long as I receive the remainder of my funds back.

I made a non-refundable booking for an Airbnb in Newport two weeks ago. Due to new regulations announced by the Governor, all our plans have been canceled. I reached out to the host to inquire about the possibility of canceling or receiving a partial refund given the circumstances. Originally, our stay was meant for beach outings during the day and going out to celebrate my birthday at night. With changes to beach access and activities due to the regulations, our plans no longer align. The host mentioned only a cleaning fee refund as an option. Given the unforeseen situation and our changed plans, I am hopeful Airbnb can facilitate a resolution that works for both parties. Old circumstances would not have posed these issues, and we were caught off guard by the recent changes.