AirBnB Customer Service Issues

Archive 57

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #57. It includes a selection of 20 issue(s) reported August 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.
Subject: Hidden Resort Fees at Polo Towers, Las Vegas Hello, I'm Brian Segalla. I recently booked a studio room at Polo Towers in Las Vegas through AirBnb for a 2-hour photoshoot. The service at the hotel was excellent, but I was caught off guard by a $32.95 resort fee not mentioned during booking. When addressing this issue with the Front Desk Manager, Victoria Holeman, I was directed back to AirBnb for clarification. It was a hassle to locate the fee on the AirBnb site, buried deep within the itinerary under "Where you're Staying". During checkout, I shared my concerns with Assistant Manager Regis Perkins about the impact of undisclosed fees on guests. It would benefit customers if AirBnb made resort fees upfront and transparent during the booking process to avoid surprises upon check-in. Best, Brian Segalla
Reported by GetHuman5123270 on domenica 2 agosto 2020 07:28
I made a reservation seven days ago for August 30 to September 2 in Abbotsford, B.C. I paid a 50% deposit to the host on Airbnb and booked a house. Recently, the airline informed me that my flight has been cancelled due to COVID restrictions, so I need to cancel my trip. I tried to cancel my Airbnb reservation online but was only offered a $50 refund from my $[redacted].67 deposit. I reached out to the host asking for a full refund given the circumstances and the time left until August 30. The host directed me to contact Airbnb for a refund, hence why I am reaching out for assistance. My reservation number is HMZBMC2EC3. Thank you, Cliff.
Reported by GetHuman5123302 on domenica 2 agosto 2020 08:10
Upon arriving in L.A. to visit our kids, we were devastated to learn about my wife's brother passing away, adding to the stress of our stay due to rising Covid cases. We booked an Airbnb on Sycamore Ave (conf# HM2AFNDD3M) for a much-needed break before our long drive back home. However, upon arrival, we found cleanliness issues and even a safety concern with the gate being open. Despite the host's assurances about Covid cleaning measures, we felt uncomfortable staying there. We promptly informed the host with photos but encountered difficulty getting a refund due to the reservation being in progress. The host agreed to cancel and refund us, but Airbnb has not processed it yet, leaving us in a difficult situation. We urgently need the full refund promised by the host to resolve this matter quickly during this challenging time.
Reported by GetHuman5123375 on domenica 2 agosto 2020 09:15
A guest messaged this morning reporting the electric cooker is broken during their stay with 6 days left. While a new cooker has been ordered, it might not be installed before their departure. The guest wishes to stay but requests reimbursement for meals out for three people over six days plus the food they brought. The costs are substantial, far exceeding the rental fee. I find this excessive. I am considering offering a £50 refund for the week due to the cooker issue, especially as they can still use the microwave and other property amenities. I am unsure if I can ask them to leave to manage my liability. Any advice would be appreciated.
Reported by GetHuman5124131 on domenica 2 agosto 2020 17:27
I have a reservation for 08/16/20 and unfortunately, I believe I won't be able to stay. I noticed a current renter smoking on the small deck by an open window, which is problematic for my health as I suffer from AFIB and asthma. Given my history with asthma and the current COVID situation, I am sensitive to smoke exposure. Upon discussing this with the owner, he informed me I could cancel but would not receive a refund through the platform. His attitude and handling of the situation were disrespectful, especially considering health concerns during these times. I am concerned about the cleanliness of the apartment due to smoking and COVID risks. I hoped to cancel without charges two weeks in advance. The property is located at [redacted] Carroll St. Hudson, NY.
Reported by GetHuman1364968 on domenica 2 agosto 2020 20:15
I am requesting a refund for our recent stay at an Airbnb property. We encountered several security concerns during our visit, such as the inability to lock the doors, including the main French doors, and a malfunctioning driveway gate. Additionally, a leak in the living room ceiling posed a safety hazard. The plumber sent to address the issue could not resolve it without damaging the ceiling, causing an ongoing disturbance. These issues were distressing, especially considering the significant amount we paid for the rental. We feel strongly that these issues should have been addressed prior to our arrival. As we had planned this family trip well in advance, these shortcomings were disappointing and unacceptable. Sincerely, a dissatisfied guest.
Reported by GetHuman5128661 on martedì 4 agosto 2020 01:06
Hello, I am feeling unwelcome due to COVID-19 restrictions imposed by my host. While I understand the quarantine requirements, my host has introduced additional unmentioned restrictions such as dining only in the garden and avoiding using the bathroom. Even after I requested clarification, she insists on continuing these restrictions post my negative test results. I inquired if she was prepared to accept guests aware of the risks, but it appears she hadn't considered it thoroughly. I am searching for a new accommodation that would offer a more hospitable environment. Thank you for assisting me within 24 hours of my check-in.
Reported by GetHuman-artemdin on martedì 4 agosto 2020 23:37
On June 26, [redacted], I made an online reservation for the "Modern Log Home" in Nevada City, CA for December 5 to December 7, [redacted], for six adults. Despite not seeing any other bookings on the calendar, I haven't received a confirmation email from AirBnB. Upon checking again on August 1, I discovered the reservation was missing. Unable to find alternative accommodations, I contacted customer service who promised to investigate but I'm struggling to view their updates on my phone due to a code request issue. I can't open the emails. Please reach me at [redacted] or call me at [redacted] as texts are not functioning for me.
Reported by GetHuman5132509 on mercoledì 5 agosto 2020 02:05
I encountered a situation with a potential guest named Jack who initially planned to move into my place suddenly. Despite agreeing to the last-minute arrangement, he later canceled as his parents offered him a different accommodation option. He requested a refund, but being unfamiliar with Airbnb's refund policy, I suggested he contact them directly. Now, he has mentioned coming over to collect the money in a message. This unexpected turn of events has left my family and me feeling worried and uneasy. It's a new experience for me, and the situation has caused some anxiety.
Reported by GetHuman5136643 on giovedì 6 agosto 2020 09:02
I attempted to reach out on 29th July through the app but did not receive a response. We couldn't go on our trip due to COVID restrictions and the host informed us they were cancelling; however, the trip was not officially cancelled on the app, and we have not received a refund. Despite contacting the host on Airbnb multiple times, I had to resort to texting their personal number to get a reply. The host mentioned resolving the issue 'ASAP' on 15th July but no progress has been made. I have a screenshot of the host's cancellation message. Any help in expediting the refund process would be greatly appreciated as I am in need of the funds. Thank you.
Reported by GetHuman-izzyrsne on giovedì 6 agosto 2020 10:29
I booked a reservation for the "Historic Condo Downtown" through Seth. Despite his sudden deletion of the account, I expressed my dissatisfaction with his unprofessional behavior. Upon booking and waiting for check-in details, Seth remained unresponsive past the designated time, prompting me to search for alternative accommodations. I am currently content with my new stay, contrasting with the disappointing conduct of the original host. Seth later demanded physical identification, which I am currently unable to provide due to a recent theft and challenges posed by the pandemic. Despite my explanation, he insisted on this requirement, which was not adequately communicated in his listing. I seek a full refund due to this distressing experience and financial loss.
Reported by GetHuman5136978 on giovedì 6 agosto 2020 12:19
Hello, I booked a room online for one night from July 11th to July 12th, [redacted], at Hameau de Biranques, Notre-Dame-de-Londres, Occitanie, [redacted] France, hosted by Sylvie Jean. My confirmation code is HM9SEJTFZP. I was charged immediately €93.41. The host called the next day to apologize for not being able to accommodate me due to hosting her children and forgetting to update the room availability on Airbnb. She assured me we would arrange a refund, but now she claims she hasn't received payment from Airbnb and refuses to reimburse me. I feel frustrated as I paid for a room I couldn't use. Can you assist me, please? Thank you. Best regards, Mrs. PAILLARES Veronique.
Reported by GetHuman-fargues on giovedì 6 agosto 2020 16:58
Hello, I regret to inform you that due to the distance of the property from the city center and safety concerns regarding secluded areas, we have decided to cancel our reservation. Given the current circumstances with COVID-19, we are also uneasy about using public transportation, hence our preference for a more central location. The host has been accommodating and understands our situation, so we kindly request a cancellation without any financial repercussions. We have already found alternative accommodation that better suits our needs as two female travelers in a foreign country. We are relying on the refund for our upcoming travel arrangements. Your assistance in this matter would be greatly appreciated. Please arrange for someone to contact me at +44 [redacted]. Thank you for understanding. Sincerely, Candy Deza
Reported by GetHuman-grecandy on venerdì 7 agosto 2020 09:51
Regarding your recent reservation cancellation with Host Stay on Airbnb, there seems to have been a misunderstanding about the refund policy. Despite canceling within the specified timeframe, the Host Stay enforced a strict cancellation policy resulting in a 50% refund offer, which may not align with your budget constraints. While the Host Stay has upheld their policy, you are rightly exploring options to possibly receive an Airbnb credit instead. Communication with Airbnb Support - Cancellation & Refund Group is a step in the right direction to seek further assistance and potentially recover some of the funds allocated towards your vacation. It's understandable that losing the entire payment of $[redacted].14 is financially distressing, and your efforts to appeal for a partial refund or credit are valid. Continuously addressing your concerns with the appropriate channels might lead to a more favorable resolution.
Reported by GetHuman5141887 on venerdì 7 agosto 2020 18:45
I reached out to Airbnb via email on 7/29 and called on 8/1. I've been following up via the Support thread on my messaging app to check on the status of my urgent request, but I haven't received any assistance yet. I have a guest who has stayed for three reservations, extending each time for a total of three months. Recently, she has been causing issues with my other guests, forcing one to move out. She has been rude to visitors as well. I have received three long-term stay requests, but I have been avoiding booking them due to the current situation with this guest. I need to know my rights. Can I ask her to leave or end her reservation early? The website says to contact Airbnb before taking any action, but I have been trying to reach out to them since before her third reservation started. Any help would be appreciated.
Reported by GetHuman-anjoliro on sabato 8 agosto 2020 15:47
Over a month ago, my hostess informed me that she was discontinuing her business and advised me to request a refund from the company. I followed her instructions, but I have not received any updates since then. I reached out to Lori from the Ewa Beach House in Hawaii, who mentioned that she had not received any funds yet and suggested I contact the company directly. Unfortunately, I had to cancel my trip due to Hawaii's quarantine regulations, which prevent me from participating in the events I had planned. I am seeking a full refund of my deposit. Reservation code: HM5NPCESEY.
Reported by GetHuman-ecmatz on domenica 9 agosto 2020 17:37
I recently made a reservation on the Allegheny River expecting a rate of $[redacted].00 per night, as displayed on my phone. However, upon confirming on my iPad, I noticed we were actually charged $[redacted].00 a night. I have had positive experiences with your service in the past and kindly request assistance in correcting this error. I am Margie Melfe, reachable at [redacted]. Additionally, the property we booked indicated a beautiful river view, but failed to mention that we would not have access to the river. As a family of fishermen, this was disappointing as fishing was a key part of our plans. Unfortunately, we discovered the area in front of the cabin is private property, preventing us from fishing. Despite this inconvenience, we are already packed and ready to go.
Reported by GetHuman5147338 on lunedì 10 agosto 2020 01:11
I am seeking assistance regarding a recent experience with one of the homes advertised on your site. Last July, my teenage daughter booked a three-day stay in Pennsylvania, which we had to cancel due to caring for my elderly parents. The rental was supposed to cost $[redacted] per day, but my card was charged $[redacted] twice, totaling $[redacted]. The homeowner has been unresponsive and unwilling to rectify the overcharges despite our cancellation. As a single mother and teacher awaiting my September paycheck, I am distressed by the lack of compassion shown during these challenging times. My daughter has been dreaming of visiting Cherry Springs State Park for years, and I wanted nothing more than to make this trip happen. The financial burden caused by this situation is overwhelming, and I hope for some relief. While I understand the need for cancellation fees, being overcharged and denied a refund before the trip is unjust. Any assistance you can provide would be greatly appreciated. Thank you, D.W.
Reported by GetHuman5150287 on lunedì 10 agosto 2020 19:58
As an AirBnB host for a year, my experience has generally been positive. Recently, a guest attempted to exploit our hospitality by complaining about cleanliness and manipulating photos to obtain a free stay. Disappointingly, AirBnB sided with the guest despite our strong hosting track record. This imbalance is unjust, especially considering the guest's lack of reviews compared to our stellar feedback. It is disheartening to see such deception on the rise. I am left wondering what measures AirBnB can implement to safeguard hosts against these dishonest practices and what steps we, as hosts, can take to defend ourselves against fabricated complaints supported by misleading images. Your insights on this matter would be greatly appreciated. Thank you.
Reported by GetHuman-m_sanche on giovedì 13 agosto 2020 14:49
As an Airbnb super host for the "Relaxing Vineyard Getaway" in Eudora, KS, I recently had to suspend my listing due to a family medical issue. Despite this suspension, an unwanted booking was accepted for the last weekend in August. I contacted the guest, explained the situation, and offered a complimentary wine flight tasting for their next visit, which they appreciated. Subsequently, another reservation for Nov. 6 - 8 came through, and I had to cancel it with an unfortunate $50 charge. I am seeking assistance to have this charge waived and to verify that my listing will remain suspended for 6 months as intended. I appreciate your support in resolving these matters promptly. Thank you. - Vasuki Selvan
Reported by GetHuman5160562 on giovedì 13 agosto 2020 18:00

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