AirBnB Customer Service Issues

Good afternoon, I am reaching out regarding the unsanitary and unkempt property we just checked into. I typically enjoy using Airbnb, but this is the worst place I have stayed at. Especially during these times, cleanliness is crucial. It's unfortunate because the property itself is beautiful. Issues include a dirty bathroom with hair and toiletries left in the sink, toilet, bath, and shower - all showing no signs of being cleaned. The pillows, couches, and fridge are dirty, and there is a corner with vermin droppings causing a terrible smell in the dining room. The cooking facilities, cutlery, and drawers are also unclean. I have attached pictures for reference. Please get in touch to discuss my feedback. Looking forward to your response, Kieran June Beer Thank you, Kind regards, Kieran Annakie (on behalf of June Beer) I contacted Airbnb with these concerns upon check-in, but I have not received a response.

We are seeking assistance regarding an inaccurate review for Lizeth De Jesus. My spouse spent over an hour with customer support (30 minutes on hold) receiving assurances of investigation and feedback. Last Wednesday, the 8th, Betsy waited a full hour on hold before connecting with support. Progress in rectifying the issue has been slow despite numerous apologies from support. Last week, spoke to a Supervisor who also apologized and promised follow-up with no action from Airbnb support. (Shanique opened Ticket #[redacted]6.) Regrettably, the lack of follow-up from your support team is disappointing. Kindly contact us soon at [redacted], [redacted], or [redacted]. We are currently on hold with the last number listed waiting for assistance. Regards, Eben F. (Bud) Phillips and Elizabeth A. (Betsy) Phillips.

I am experiencing difficulty accessing my account and receiving communications from my Airbnb Host after booking a Lincoln City Oregon Beach House stay for August 12th through 14th. Despite previously having no trouble logging in, I am now unable to do so and have not been receiving any emails or texts from the Host. Upon attempts to reset my password, I encountered obstacles. I have checked my Credit Card account, and the reservation charge has been processed. Please assist me in resolving this issue so I can access my account, review communications, and receive messages from the Host.

Hello Airbnb, I have been awaiting a refund for over a month now after my host cancelled the reservation due to a water tank explosion. The host of an Airbnb reservation I made for July 9-10 informed me the property was damaged by a water tank explosion, offering a full refund if I canceled. Despite waiting a month, the refund has not been issued, and the trip shows as completed when I did not stay there. I reached out to the host multiple times, even by phone, but have not received refund confirmation. She mentioned that Airbnb is processing the refund, but I'm unsure. I seek your assistance in securing my refund. Thank you, - Ethan

Subject: Urgent Payment and Misleading Information Issues I am writing to address two significant problems I have encountered while using your platform. Firstly, there has been an unexplained delay in processing my payment for more than 10 days, despite multiple attempts to reach out to your service department. The payment for my vacation home rental, which should have been wired on July 5th, is still pending. This delay is causing unnecessary stress as I rely on this income. Secondly, I need clarification regarding the corona indemnification policy. Despite meeting the criteria for a 25% indemnification for a booking canceled due to the Covid-19 crisis, I have not received this benefit. The lack of clear communication and follow-up from customer service has left me feeling frustrated and disappointed. As a long-time user of your platform, I hope for a swift resolution to these issues. Your attention to this matter would be greatly appreciated. Sincerely, Pierre-Francois Marteau

I made a mistake when signing up with my email address, it was entered incorrectly as [redacted] instead of [redacted] As a 76-year-old attorney, I am looking to book a place in Deming, Washington for a wedding on September 6. The dates I need are from September 2 to September 8. I just need to be able to access this information. I have submitted my driver's license, which I didn't know was required initially, but I did so when prompted. John P. Knouse

I have repeatedly asked for our hotel to be removed from your booking platform since 22/6/[redacted], providing ID verification multiple times. I marked our rooms as unavailable from 1/08/[redacted] until [redacted], yet you made a reservation for 1st August without our consent, leading to a refund to a previous client. As a hotelier for over 50 years, I've never encountered such incompetence. Please delist our premises, apologize to John, refund any payments made, and I will advise him to cancel with you. Legal action is imminent if this continues. Remove us from your site promptly. - Ross M.

I was extremely frustrated and disappointed by the misinformation from the app and the irresponsible host. I booked The Wood House with host Sam at Jalan Gajah, Tanjung Bungah, Pulau Pinang, Malaysia, with confirmation code HM4JZMKYDQ for RM [redacted].51. The listing stated 3 bathrooms, but upon arrival, I discovered there was only one regular-sized bathroom and a really small one. With 12 people in our group, sharing 1.5 bathrooms is not feasible. My clients are demanding a refund for this poor experience, resulting in a loss of RM 1.6K. I hope to receive a response and resolution from Airbnb regarding this issue. Thank you.

I am writing to address an issue regarding an Airbnb reservation that my son made for this Thursday, July 23rd. Unfortunately, his son tested positive for Covid19 on July 12th, and as a result, we are unable to travel due to the mandatory quarantine until July 26th. Despite having proof of the Covid-19 test results and being within the cancellation guidelines, Airbnb is refusing to provide a refund. The reservation was made after March 14, [redacted], and according to their policy, exceptions are only made if the guest is currently sick with Covid-19. This situation is frustrating as we are unable to make the trip as planned. We are disappointed by the lack of understanding and flexibility from Airbnb in this matter.

I had to cancel my trip (RCCA55Z9WR · Jul 17, [redacted]/code: HMNZSTWHQC) because I accidentally paid for two reservations instead of one. I paid [redacted] € and was refunded [redacted].25 €, with a non-refundable service charge of 59.75 €. I believe it's unfair not to receive a full refund for the double payment. I kindly request the reimbursement of the remaining amount. Additionally, I suggest offsetting this sum (€59.79) from other expenses like tourist tax, wifi, or parking. The reservation was made with Airbnb France at LES CHALETS DU MONT-BLANC, [redacted] rue de la Voute, Hauteluce, [redacted], France. Thank you for your attention to this matter. Best regards, Dirk Surinx.

I am currently facing challenges with Airbnb's registration process for booking a holiday due to what I perceive as age discrimination. Despite my efforts to upload pictures of my driving licence, I am now stuck at the stage where I need to confirm my ID by either taking a photo from the browser or using the Airbnb mobile app. Unfortunately, I only have a desktop computer without a camera and a basic mobile phone, making it impossible for me to proceed. While I appreciate the need for security measures, I believe there should be more options available that cater to users with different devices. Allowing me to upload a current photo taken with my camera would be a simple solution to this problem. Currently, the process only offers the option for government ID photos like driving licences, which does not work for me in my current situation.

Hello, I made a reservation on July 17th for an Airbnb in Strasbourg from July 18th to July 20th (receipt number: RC3FPZFTX5, confirmation code: HMZ3BBB2JE). The request was accepted and confirmed by the host. I paid €[redacted].42 (receipt available). However, a few minutes later, the host canceled the reservation, citing their "manager" (messages and screenshots provided) not wanting to accommodate guests without "feedback from other Airbnb hosts." I am worried about how I will be fully reimbursed. I am extremely disappointed and upset that a service promoting community cannot simply welcome new customers. My parents introduced me to this type of accommodation, and this was my first personal experience. I hope that trust can be restored quickly by promptly and fully refunding the amount I paid. Olivier from Frankfurt.

As a new host this year, I had to cancel reservations in April due to COVID restrictions on short-term rentals, resulting in Airbnb penalizing me $50 per cancellation and blocking my calendar. Despite the government lifting these restrictions, I faced challenges rebooking those weeks and reactivating my account. It's frustrating that it's difficult to reach a live person at Airbnb. The main issues I need resolved are waiving penalties due to COVID-related cancellations and unblocking the weeks on my calendar for new opportunities to fill those dates.

I recently stayed at an Airbnb in Clayton, NY as a guest, and unfortunately, I encountered cockroaches in the rental which ended up getting into my belongings. As a result, I had to have my home inspected and treated for potential infestation, costing my family $[redacted]. I have already reported this to Airbnb and would like to speak directly with someone to ensure this matter is resolved promptly. The link to the Airbnb listing where I stayed with the host, James Davey, is provided for reference.

Hello, I was in touch with the host, Carly, regarding canceling my booking due to Covid-19 restrictions. We agreed that if I canceled, Carly would attempt to rebook the dates. The deposit amount was transferred to Carly as per her policy. She managed to rebook but is facing difficulties refunding the deposit through your system. She has contacted the help desk without success. I noticed we now qualify for the Airbnb Covid refund policy, so a refund should be applicable. My Booking Reference is HMANA4QNT3. The total amount paid was [redacted].61 NZ dollars. I tried to report the issue on your website but received no response for days despite the assurance of a prompt reply. Carly opened a case (Case no [redacted]1) with SIRANO on June 14 but, to date, there has been no feedback. Could you please assist us in resolving this matter promptly? Thank you, Doug A.

We incurred a significant non-refundable service charge when we cancelled an AirBnB booking for 'property 2' only 6 hours after booking it. Although we believed we were covered by the 'no cancellation charge within 48 hours policy,' we missed the fine print excluding the service charge. This situation arose because our original booking for 'property 1' fell through, causing us to hastily find a replacement. We reconsidered 'property 2' in favor of a more suitable property. The host of 'property 2' explained that the service fee goes to AirBnB, not to him, and would have refunded us entirely if given the chance. After being AirBnB members for three years, we feel they could show goodwill by refunding us in these unique circumstances, especially since they profited £[redacted] from the service charge without incurring costs. We hope for a positive resolution and appreciate any assistance from AirBnB. Thank you, Mark.

As a host in the Republic of Ireland, I have a booking from a couple from France for 12 - 14 August using Instant Book for a room in my house. I have informed them about the current requirement to fill out a Covid Locator Form upon arrival and self-isolate for 14 days, but they have not responded to my message. Since they mentioned plans to travel around, they might not be aware of these restrictions or may be choosing to ignore them. With the uncertainty of France being on Ireland's 'green list', I am considering canceling their booking to allow them time to adjust their plans accordingly. Any advice on how to proceed would be appreciated. Thank you.

I booked a weekend getaway through Airbnb, paid $[redacted], and received confirmation. However, just 12 hours before my trip, they informed me via email that my reservation was canceled due to alleged discrimination based on my criminal record, locking my account permanently. This is unbelievable! Why accept payment and confirm the booking only to cancel last minute? I am still awaiting my $[redacted] refund. - Christine S. [redacted]

My host claimed I hadn't paid for my last night and requested cash outside of AirBNB. Believing her, I gave her the money. After checking my emails, I found I had already paid for the night and informed her. She promised to reimburse me but had no cash upon returning. She suggested PayPal but never sent the money. Despite contacting her multiple times, she cited being abroad for a funeral and ceased communication. Upon involving AirBNB, they declined assistance as the payment was made off-platform. I detailed the host's deceitful behavior and the poor apartment conditions, including faulty amenities and safety concerns. AirBNB refused a refund and closed the case without further resolution. Despite my inquiries about escalating the matter, they didn't provide guidance and ended our dialogue abruptly.

We have a guest who is not an employee but is exhibiting disruptive behavior. This individual is experiencing challenges related to bipolar disorder and is not currently taking medication. Their behavior includes frequent outbursts and a belief that they have authority over the entire household. Despite our attempts to resolve the situation, we are facing ongoing stress and uncertainty about potential aggression or damage. We are eager to address this matter promptly and ensure a safe environment. We seek guidance on our rights in this situation.