AirBnB Customer Service Issues

Archive 54

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #54. It includes a selection of 20 issue(s) reported July 2, 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 had to cancel guests within the 48-hour window due to the spike in COVID-19 cases and the California lockdown. Airbnb charged me a $[redacted] fee, which is disheartening considering the circumstances. We faced significant losses from cancellations earlier in the year when Airbnb refunded all bookings despite our strict policy. It is unfair that we are now penalized for canceling due to safety concerns that Airbnb previously supported. I urge you to reverse this charge as this inconsistency is unacceptable, given our past losses. Please escalate this matter to the necessary supervisor and ensure we are not billed, considering the financial impact we have already experienced.
Reported by GetHuman-lorrieke on Thursday, July 2, 2020 2:36 AM
I booked a stay with a host, but after my payment was accepted, I was asked to verify my identity. Unfortunately, my wallet was stolen, containing my ID documents, making it impossible for me to upload a picture to verify myself. Despite this, the funds were deducted from my card, totaling a significant amount. I have contacted Airbnb multiple times via email but have not received a resolution. This occurred approximately two weeks ago, and I am becoming increasingly frustrated by the lack of action taken. Any assistance in resolving this issue would be greatly welcomed. Thank you for your attention.
Reported by GetHuman-eastc on Thursday, July 2, 2020 8:01 AM
I fell victim to a fraudulent Airbnb website and ended up paying twice for a flat in Lisbon. The scammer, who claimed his name was Bradley Linnen from Ireland, tricked me into making duplicate payments, promising a refund for the extra charge. However, he vanished after I realized the scam. I have evidence of the transactions, screenshots of the fake webpage, and the misleading account details provided by the scammer. The contact information provided is now inactive. The scammer's approach was convincing, with a website similar to Airbnb, featuring photos, prices, and reviews of the flat. Sadly, I lost [redacted] Euros in this elaborate scheme. I hope to assist in tracking down this criminal by sharing the evidence I have. I am eager to hear from you to know where I can submit these documents for further investigation. Thank you for the support. Warm regards, Amanda Hirschfeld R. Vieira.
Reported by GetHuman5023194 on Thursday, July 2, 2020 8:20 PM
I have a compliment to share, not an issue. Since the start of the pandemic, my spouse and I have been enjoying guided virtual travel experiences through your company. These tours have truly been exceptional and have brought much joy to our time spent in quarantine at home. We schedule these tours on our calendar, grab a drink, and turn it into a lovely date night. For our anniversary, we organized a group tour and even invited our friends from our wedding party to join. We are now planning a Harry Potter tour for our children and grandchildren which we are eagerly anticipating. I am trying to locate an address for corporate AirBnB to send this positive feedback, as I cannot seem to find it online. I continuously recommend these tours to everyone I know and would like to express to the company how much of a positive impact they have had on our otherwise monotonous lives during the pandemic. The tour hosts have truly been exceptional! I hope this message can reach someone beyond the regular support team. Thank you for your assistance in this matter.
Reported by GetHuman5023439 on Thursday, July 2, 2020 9:19 PM
During my recent stay at [redacted] Casimir Rd, Brandywine, MD [redacted], several issues arose. Firstly, I was advised not to open any doors or windows, limiting my access to fresh air in the hot basement. Additionally, restrictions were placed on opening a sliding glass door to the backyard, impacting my comfort as a handicapped individual navigating the stairs. Furthermore, guests incurred extra charges per night under specific conditions set by the host, Bonita. Despite informing Bonita of my late work schedule and desire for seamless entry, the lack of porch lighting posed safety concerns when arriving home in the dark. Plans to extend my stay past June 30 were in place before I was unexpectedly asked to vacate by 12pm on June 27 due to alleged cigarette odors. Despite not smoking indoors, I was abruptly forced to leave, causing undue stress, additional moving costs, and unutilized paid days. Now, Bonita is requesting $[redacted] for damages that witnesses and I can affirm did not occur, while I seek redress for the premature departure and associated hardships.
Reported by GetHuman5023663 on Thursday, July 2, 2020 10:28 PM
During my stay at an Airbnb from June 27 to 29, I discovered it was a shared space, which was not communicated to me clearly by the host. On June 28, new guests arrived, causing disturbances by being loud, smoking, and arguing past 11 pm. On my checkout day, someone claimed to have rented the entire place and asked us to leave early. Despite leaving by the checkout time at 11 am, the host was unresponsive to my messages about these issues. Now, on July 3, the host is requesting $[redacted] for a damaged vanity that I did not break, with proof to back up my claim. I am seeking a refund for the Airbnb booking cost of $[redacted].06.
Reported by GetHuman5027371 on Friday, July 3, 2020 10:13 PM
I have been unsuccessful in my attempts to reach Air BnB through both phone and online channels despite numerous tries. I would like to cancel a reservation for two guests at 38 Rockfield Drive in Tobermory, Isle of Mull, from August 10th to August 14th, [redacted]. I have informed the hosts about our inability to proceed with the booking due to illness. I kindly request a refund for the applicable amount and to refrain from charging the remaining balance to my card. I have faced difficulties contacting your customer service as the phone line disconnects after a 20-minute wait, and the provided phone number does not work on the online platform. Additionally, I am unable to reset my password using the link provided. This situation has added significant stress due to the family illness we are dealing with. I have dedicated numerous hours attempting to communicate with your company to no avail. I would greatly appreciate your assistance in resolving this issue promptly. Thank you, A. Brown
Reported by GetHuman5033117 on Monday, July 6, 2020 10:25 AM
After a long road trip, my family and I were shocked by the unpleasant odor in our room. Assuming it was just an old building, I decided to freshen up and rest. However, during my shower, I discovered mold and a dirty towel. The living room didn't look any better, with stained covers visible when my boyfriend was about to nap. Concerned for my asthmatic son's health given the dust, mold, and possible Covid-19 risks, we knew we couldn't stay. When I contacted the host requesting a refund, I was denied due to complaining after check-in. I have evidence of informing them we were delayed by a day and even receipts showing our travel. I am determined to pursue this matter legally if needed. Would it be possible to share photos of the unsanitary conditions for further assistance?
Reported by GetHuman5035460 on Monday, July 6, 2020 7:01 PM
I used a coupon from a prior canceled reservation for this booking. Unfortunately, as my Berkeley travel plans were disrupted by flight cancellations, I tried to cancel my current reservation, made with a flexible cancellation policy. Surprisingly, the website labeled my booking non-refundable due to the coupon. It feels unjust as my communications confirm the flexible cancellation terms. I simply aim to have the coupon reinstated so I can rebook when circumstances permit travel to Berkeley.
Reported by GetHuman5036214 on Monday, July 6, 2020 9:13 PM
I have been staying at this place for 3 nights out of my 4-week reservation and I have come across some issues with the cleanliness and behavior of the host. The shared bathroom is not well-maintained, and the kitchen lacks proper utensils for cooking. The host is frequently drunk with a collection of liquor bottles near the sink, has many guests over, and there is a constant smell of smoke despite efforts to cover it up. I would like to adjust my reservation to leave this Saturday instead of staying the full 28 nights, but I am concerned about being charged for the remaining 21 nights. Any advice on how to proceed would be appreciated. Thank you.
Reported by GetHuman-rasomomx on Wednesday, July 8, 2020 4:07 AM
Hello, I had planned a trip to regional Victoria this Friday, but unfortunately, due to the travel restrictions imposed by the Victorian government, we have to cancel our booking. We made the reservation this past Sunday, unaware of the upcoming restrictions. Despite our situation, the hosts refuse to provide a refund, so we need assistance with submitting a claim for a refund through your platform. We are unsure of the process and have not received a response from Airbnb. The booking was not made through my personal account but through a friend's. We believe we qualify for a refund under the unavoidable circumstances clause due to the travel restrictions. Thank you, M.B. Booking Receipt: RCBEBBBJMZ Date: July 5, [redacted]
Reported by GetHuman-poohchil on Wednesday, July 8, 2020 6:22 AM
Hello, I need assistance as someone is using my phone number on their Airbnb account. My actual account does not have my phone number linked to it. When I try to add it, I receive an error message stating the number is already in use. I suspect this due to the fact that I receive OTP codes that don't belong to me. Could you please help me remove my phone number from the account using it? My account email is [redacted] and the phone number in question is +62 [redacted]5. Thank you in advance.
Reported by GetHuman-putrirts on Thursday, July 9, 2020 6:49 AM
Bonjour, Nous avons effectué une réservation pour un séjour en Sardaigne du 15 au 19 août sous la référence de réservation HMAKZKNZ3X à La Gallina Blanca, chez l'hôte Rafaela, situé à travers Provinciale 55, Alghero, Sardegna [redacted], Italie. Nous souhaitons entrer en contact avec l'hôte, mais ne retrouvons pas l'annonce sur le site. Malgré la confirmation reçue, il est impossible de contacter l'hôte ou retrouver la page de réservation, car l'annonce semble avoir disparu du site. Nous sommes dans l'impasse pour annuler la réservation et récupérer l'acompte. Nous sollicitons votre intervention pour résoudre cette situation au plus vite. Merci pour votre aide.
Reported by GetHuman-mhleray on Thursday, July 9, 2020 10:06 AM
I recently received an email welcoming me to AirBnB and a password reset request, but I never signed up for an account. Someone tried to create a fraudulent account using my email. The password reset link sent to me was not helpful; it just kept redirecting me to the same page. I eventually managed to access the account without needing a password, which seems like a big security flaw. I used this access to cancel the account request, so now I cannot log in or reset the password. I changed my email password to secure my Google account. I urge you to investigate this issue promptly as it is alarming. My email is [redacted] Thank you.
Reported by GetHuman-aidofear on Thursday, July 9, 2020 12:16 PM
Tahjay patiently assisted me numerous times within a day, spending at least 2 hours trying to resolve the issue with my listing. Despite sending a screenshot, the problem persisted. She assured me she escalated it to the relevant department 10 days ago. I am still awaiting a solution. This is the first time I've encountered such an issue on any rental platform. I am disappointed with the response from AirBnB's customer support. I hope my experience as a super host would prompt them to address my problem diligently without the need for negative reviews.
Reported by GetHuman5046685 on Thursday, July 9, 2020 12:54 PM
Subject: Urgent: Issue with recent AirBnB stay and refund discrepancy Dear AirBnB CEO, I hope this message finds you well. I am writing to you today out of sheer frustration because of the difficulties I have faced in trying to resolve an issue with AirBnB customer service. As a military family who recently relocated from Virginia to Texas, we relied on AirBnB for temporary accommodation. Sadly, the property we booked in Texas was not up to standard. It was unclean with urine stains in the toilets, dirty floors, unkempt bed sheets, and an unpleasant odor, which concerned me greatly, especially during this time of heightened health awareness due to COVID-19. Following AirBnB protocol, I contacted both AirBnB and the host to raise my concerns. The host agreed to a full refund and cancellation without penalties, a gesture I truly appreciated. However, my attempts to connect with AirBnB to finalize the refund and clarify the discrepancy in the refunded amount have been futile. Despite following the cancellation process as guided by the host, I only received $[redacted].34 out of the $[redacted].50 total. I am disheartened by the lack of responsiveness and assistance from AirBnB. As a result, my family's safety has been compromised, and I am left bearing a significant financial loss. I urge you to address this matter promptly and provide clarity and resolution. Your swift attention to this issue would be greatly appreciated. Thank you for your time and consideration. Warm regards, B. Baranski
Reported by GetHuman-bbdawg on Thursday, July 9, 2020 1:29 PM
Hello, on Tuesday, July 7, [redacted], I made a booking with you for a place in Glasgow West End. However, after some time, the host contacted me to explain that Airbnb should not have allowed the booking as the flat was not ready. I made another booking, and the same issue happened again where the host informed me that the place was unavailable. Both hosts assured me that I would be refunded the cost. Nonetheless, I received a message from your side today inquiring about my stay in both properties. This is puzzling since both hosts mentioned that the bookings should not have gone through. I would appreciate it if you could address and resolve this frustrating situation. Thank you, Joyce.
Reported by GetHuman5047349 on Thursday, July 9, 2020 3:42 PM
I was browsing accommodations in Banff, AB, for myself, a friend, and four children. I mistakenly booked the wrong one at a higher rate within the same complex. I promptly contacted the host, who was understanding and said Airbnb should have no issue refunding me. After quickly booking the correct accommodation and canceling the first one, Airbnb held my $[redacted].24 fee. Despite multiple attempts to reach out to Airbnb, it took them three weeks to respond, denying my refund due to an overlap in bookings. This quick mistake cost me the fee, even though it was not an inconvenience to the host. The lack of empathy and delayed customer service from Airbnb left me frustrated, especially during these trying times. I am disappointed by their decision and feel it is unreasonable for a company of their size to handle such situations insensitively. I hope sharing my experience will alert other consumers to be cautious when dealing with Airbnb.
Reported by GetHuman5048525 on Thursday, July 9, 2020 7:57 PM
I believe someone used my debit card on AIRBNB for a payment. I am interested in obtaining the details and identification provided by the guest who stayed at Planet Pool INN from June 30th to July 2nd, [redacted]. Can you share the CCTV footage from the check-in and provide me with a picture of the guest who made the booking? The booking information is as follows: Booking Confirmation Code: HMKKSF4MBM Receipt ID: RCWBSJZ8RA Amount Charged: RM [redacted].31 for a 2-night stay from June 30th, [redacted], to July 2nd, [redacted]. I have blocked my debit card due to this unauthorized transaction. I tried reaching out via the Help center but the account seems to have been deleted. My name is Mahesh, and you can contact me at +[redacted]6.
Reported by GetHuman5030758 on Saturday, July 11, 2020 3:23 PM
I booked an Airbnb in late February (confirmation code: HMBTNYAYA4) for a skiing trip in New York in March. Due to the COVID-19 outbreak, I had to cancel for safety reasons. I contacted the hosts on March 10th before canceling, explaining our concerns and asking for a refund. They responded two days later, agreeing to give a full refund if I opened a case in the resolution center. However, after following their instructions, I haven't received the refund. I reached out to them again recently with no response. Since I couldn't find more information in the resolution center, I hope Airbnb can assist me in contacting the hosts and resolving this issue. Thank you.
Reported by GetHuman-luolind on Sunday, July 12, 2020 4:49 PM

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