AirBnB Customer Service Issues

My companion and I made a reservation in August of [redacted] to visit Japan for the Olympics in July of this year. Due to the Olympics being rescheduled and the ongoing global pandemic, we rescheduled our booking to the same dates in [redacted]. However, with the pandemic persisting and our inability to attend the new Olympic schedule in [redacted], we wish to cancel our reservation and receive a full refund. Had we not modified our dates, we would have been eligible for a full refund under the Extenuating Circumstances Policy for the Coronavirus (COVID-19) this year. Given the current circumstances worldwide, we believe a full refund is a reasonable request considering the exceptional situation we are facing.

I had a reservation for an Airbnb property, but due to new government guidelines, I had to cancel the trip. The property owner agreed to the cancellation, but Airbnb automatically used a coupon from my account during the reservation. I contacted Airbnb to request the coupon be returned for future use. After a 35-minute phone call, I spoke to a representative who said they would investigate and get back to me. I received an automated response regarding Covid policies, which didn't address my specific issue.

I have noticed that your initial reservation was for £[redacted].51, and there were some changes made to it. Unfortunately, the travel credit cannot be used to cover these changes. You can utilize the remaining travel credit for your future bookings. I understand this may be frustrating, and we strive to ensure our hosts maintain accurate pricing. Despite this, discrepancies can occur. I will escalate this to a case manager who will contact the host to address the issue. Rest assured, your Mastercard has not been charged for the modifications yet. Hello Catherine, The price you booked at is incorrect and automatically generated by Airbnb. This discrepancy is significant, with the price being 50% less than what it should be. I recommend canceling this reservation and making a new booking with the accurate price. Thank you for your understanding. Warm regards, Marija This is the message I received from the host.

On July 17, [redacted], a reservation was made via Airbnb for an 8-day stay at Carlos' Unique apartment in Malaga, Spain. The booking was intended for the grandson's wedding on July 5, [redacted], which got canceled due to the pandemic. After canceling the reservation through Airbnb on April 19, [redacted], an email was sent to Carlos for a refund. Carlos directed refunds were handled by Airbnb, prompting an online refund request through the platform. The cancellation policy stipulated a 50% refund after the first 48 hours, with no service fee refund. Despite canceling over 2 months in advance, efforts to secure the refund through Airbnb Support and senior management have gone unanswered. Disappointed by the lack of resolution, this Airbnb experience may be the last for M. Dollerschell.

I am currently in a long-term rental and need to shorten my stay. Despite speaking to a representative after a lengthy hold, I was informed that only notes could be taken, and someone would follow up via phone. However, eight days later, I received an email prompting me to respond if I still needed help, but there was no available option, and the message indicated the case was closed. Airbnb has provided no assistance in addressing this issue over the course of nearly a month. The property is managed by Vacation Life Properties, who advised me to go through Airbnb for any modifications. I have familiarized myself with the cancellation policies. Please reach out to me at your earliest convenience as this experience has been incredibly frustrating. I have previously had positive experiences with Airbnb but am disappointed in the lack of support this time. I hope to resolve this without resorting to legal action. Thank you, J. R.

I want to express my extreme disappointment with how AirBNB has handled my recent complaint. Despite reaching out twice in the last two weeks, I have not received a response regarding the outcome of my booking issue. I believed that bookings made before March 14th could be canceled without penalty because of the Covid-19 crisis. My reservation for June 1st falls within this time frame. Even though the guest was willing to cancel and not travel to the UK, the original AirBNB policy apparently only covered bookings up to May 31st. I feel that enforcing this rule strictly is unfair, especially considering that all bookings up to the end of June were eventually canceled due to the pandemic. Like many others, I suffered financial losses during this time, and having funds deducted for this booking feels like a harsh blow. As a superhost, I do not feel appreciated by AirBNB. I hope for a refund of the money to be credited to my account, allowing us to move past this issue. Regards, M.F. 06/01/[redacted] - 06/02/[redacted] Booking ID: HMHC5MBY9K Host: G.P. - Garden room in Highland village of Portmahomack Amount: -£38.3

I have been using Airbnb for the past six or seven weeks, but I am facing issues with a host named Jen Jordan. Despite my mistakes like being late and a microwave incident, I understand the rules and have paid for any issues I caused. However, Jen is now refusing to take reservations from me and my family, even though I have previously stayed in her homes multiple times and spent over $[redacted]. This sudden change has left me frustrated as I'm currently in a hotel, trying to find a comfortable home for my family. I have taken responsibility for my actions, but I feel like Jen's decision may be personal, which is unfair given the amount I've spent on her properties.

I am having trouble accessing my Airbnb account and need to reset my password. After following the reset instructions, I received a message stating my device was not recognized. I tried to receive a 4-digit code via call due to a broken screen on my phone, but I never received the call despite trying 15 times. I have been a loyal Airbnb customer for over two years without any previous issues. This matter needs urgent resolution as I have a customer waiting for a response about an upcoming stay. Any assistance is greatly appreciated. Thank you, Thomas.

Subject: Urgent Assistance Needed - Refund Request for "UAB Devynios Mylios" Hello Airbnb Support, I am reaching out for urgent assistance regarding an issue with a recent booking under the name "UAB Devynios Mylios". Despite several attempts to contact your team by phone, I have not received a response. I have followed Airbnb's Guest Refund Policy by filing a complaint within 24 hours of check-in and requesting a full refund from the host. Unfortunately, the host is being uncooperative and making false claims about the number of individuals staying at the property. I have evidence in the form of pictures and video to support my case. I kindly ask for your prompt attention to this matter. Please provide information on the refund process and guide me on how to proceed to ensure I receive the full refund I am entitled to. Thank you for your assistance in resolving this issue swiftly. Best regards, Lea

Good afternoon, I attempted to reach you by phone twice, but was unsuccessful. I have a unique request for you today. I recently canceled my trip to Seven Gables Inn & Resort in Monterey, CA due to the updated travel restrictions of Washington DC, my place of residence. The Mayor announced a mandatory 14-day self-quarantine for individuals returning from California or 26 other states. Although the staff at Seven Gables Inn promptly refunded me 50%, they have generously offered a full refund. They advised me to contact you to process the remaining 50% refund to my credit card. I have been in communication with Veronica Lobes, the Assistant Manager at Seven Gables Inn, who can be reached at [redacted]. I await your assistance. Best regards, Andrew

Unfortunately, due to Spain not being listed on Ireland's 'Green List' for safe travel, we have chosen to cancel our upcoming trip to Villa Banus, Golden Mile Beach scheduled for August 7th to 14th. Our confirmation code for this booking is HMJX95ZQYR. We had paid a deposit of €[redacted].37 and specifically sought assurance from the host, Yury, that we would receive a refund if our travel plans were affected by government restrictions. Despite the cancellation policy on our booking entitling us to a 50% refund, minus the service fee, if canceled at least 14 days before arrival, we have faced difficulties with the host after canceling over two weeks in advance on July 20th. Yury has not cooperated, referring to a strict cancellation policy not visible during our booking process and has only offered alternative dates for our stay instead of a refund, which does not suit us. We kindly request Airbnb to intervene and help us receive either the full deposit refund promised by the host or at least the 50% refund according to the booking policy amounting to €[redacted].00. We appreciate your prompt assistance in resolving this issue. Best regards.

A family member of mine booked an Airbnb last week, and we had a wonderful time during our stay. However, the host is now claiming damages totaling €[redacted] for what seems to be basic cleaning issues. We had already paid a cleaning fee of €50, and due to Covid-19 precautions, we expect standard cleaning procedures to be in place between guests. We took pictures before we departed, but the host has now shared photos showing a messier state of the house by rearranging items. The only mess we left was sticky floors and a pasta sauce stain, which are typical cleaning issues. While there are some makeup stains and marks on the walls, these may not be from us, and there is no way to verify. The host is mentioning structural damage that seems excessive for a one-night stay. We suspect the host might be trying to overcharge us. Any advice on how to handle this situation would be greatly appreciated. Thank you.

I created a listing for my narrowboat a year ago but never made it live. Two days ago, I received three text messages inquiring about the boat. Two were general questions, and the third was a confirmed booking from a person named Zoe for a 19-day stay. When I responded, I mentioned that the listing should not be visible due to a system glitch. Zoe, who claimed she was unaware of this, made the booking in the middle of the night. She then sent me another text stating she had contacted Airbnb and advised me to reject the booking and click 'full refund.' Although she included links, I refrained from opening them. Considering this, I have removed my listing and closed my Airbnb account - is there anything additional I should do?

I reside in South Africa. Today, an individual arrived at my home claiming to have reserved my residence through Airbnb. I have never used Airbnb or listed my residence on the platform in the 30 years I have lived here. It appears that Airbnb is allowing individuals to list properties without verifying if they are the rightful owners or authorized to do so. This loophole enables anyone to claim another person's property, list it on Airbnb, and link it to their bank account to profit illicitly. I am requesting the removal of my residence at [redacted] Diamond Hill Street, Pretoria, Gauteng [redacted], South Africa from Airbnb, associated with a 'Sophia Austen' as the host. I have no knowledge of this 'Sophia Austen' individual. The booking confirmation code on the paperwork is HMTJMAZNR5.

Subject: Assistance Needed for Reservation Cancellation due to COVID-19 Dear Sir/Madam, I am reaching out for advice regarding a recent reservation cancellation stemming from the COVID-19 situation. In March, a guest with two bookings at my place had to cancel due to travel restrictions imposed by both our countries amidst the global pandemic. Understanding the circumstances, I proceeded with the cancellation to ensure my guest received a refund. Unfortunately, this led to a negative review on my profile and a $50 charge, despite efforts from both my guest and me to explain the situation to the resolution center. I kindly seek guidance on potential refund options given the unique border-related circumstances surrounding this cancellation. I believe it's unjust to penalize hosts for acting in their guests' best interests. This incident has impacted my long-standing record on Airbnb, as I've maintained a positive hosting history prior to this experience. I'm willing to provide our communication history and Airbnb app screenshots to support my case. Your prompt attention and assistance in resolving this matter would be greatly appreciated. Thank you for your understanding and support. Best regards, Sonja Trobozić

I've encountered numerous issues with my Airbnb rental in Ensenada. We had no water for a week, resulting in additional costs for hotel stays and another rental. Now, there is no gas, and the owner is unwilling to provide another gas tank, requesting that I cover the cost. I've been in communication with Airbnb about potential refunds for the inconveniences. Despite sending videos to support my claims, it took nearly five days for them to install a holding tank on the roof, though the water flow remains weak. The manager allowed me to shower in a nearby apartment due to the lack of gas, but the inconsistent water supply makes it challenging. While I understand Ensenada's water challenges, the continuous problems are frustrating. I'm contemplating leaving early and am curious about the potential refund amount. The situation has made it difficult to focus on work. Thank you!

I reached out via email before booking to request additional photos of the property to ensure I was making an informed decision, particularly concerning the balcony. Instead of receiving these photos, I was directed to a link. The guesthouse was described as being 6 acres with ocean views, separate from the main house with its own parking. In reality, it is only 30 feet from the main house, with shared parking and another guesthouse 10 feet away. The listing's promise of relaxation and enjoyment did not match our experience as the location was misrepresented and bugs were only mentioned in the check-in instructions. Despite being advertised as a peaceful and private space, the reality is quite different with our window facing directly into the neighboring guesthouse. Additionally, the shower is not functioning properly. We are requesting a full refund for our stay.

I tried calling earlier today to discuss the situation, but I was placed on hold for an extended period, so I eventually decided to disconnect the call. Regrettably, I had to cancel my reservation for August 14-16. Linda is currently staying in The Orchard until August 30. She had initially requested those dates, and I agreed, but there seems to have been a misunderstanding. Despite my attempt to book the same dates for Vivian, I knew it wouldn't be feasible. After clarifying this with Vivian, everything is now resolved. I am hopeful that we can secure the dates for Linda as soon as possible. My apologies for the confusion, and thank you for your assistance.

I chose this rental because it was supposed to have enhanced cleaning measures, but unfortunately, the cleanliness did not meet expectations. When I reached out to the Host, she informed me that the cleaning lady arrived late after the previous guests had left, leaving only a short window for cleaning before our check-in. The actual cleaning process seemed rushed and lacked thoroughness. Beside changing the sheets and wiping down surfaces, there wasn't much attention to detail. Moreover, despite bringing our own cleaning supplies and linens, we were unable to access the rental due to an incorrect entry code provided in the confirmation. After driving back home for four hours, we were understandably frustrated. I kindly request a refund for this disappointing experience.

Hello, I am writing from Malaysia. Recently, I made a reservation with a host and requested to extend my checkout time. I have already paid RM214.97 for the reservation. Subsequently, the host asked me to cancel the reservation for a full refund as their next guest required an early check-in. However, when I mentioned that the host needed to cancel for the refund, they declined. Being new to Airbnb, I decided to cancel the reservation to avoid any conflicts. Unfortunately, I have not received any updates on the full refund promised. As a student, I urgently need the funds to secure alternative accommodation. It is concerning that I might have to wait 5-8 days for only half of the refund. I kindly request a prompt reconsideration of my situation and insist on a full refund by August 3rd. I have attached the necessary proofs for your review.