AirBnB Customer Service Issues

I made a booking on Feb 22 using my Mastercard ending in [redacted] for an AIRBNB reservation with the code HMWJRXFYQ5. Due to the closed borders between Canada and the United States, I cannot travel for my reservation at Folly Beach, SC on Nov 1st. I have been unsuccessful in canceling since March, facing different excuses each time. Being a senior, this refund is significant for me. I have tried to cancel through the website and Facebook with no success. I urgently need my deposit of $[redacted].92 back. My details are as follows: Mrs. Shirley Z. from Binbrook, Ontario, Canada. This experience with Air BnB is disappointing as I have never faced issues before. Kindly assist in processing my refund promptly.

I have opened a case with the Airbnb Resolution Center three weeks ago regarding reservation # HMCKR43MTY for a getaway near Sylvan Beach in La Porte, TX from August 23 to 30, [redacted]. Despite speaking with someone on August 9 who promised to escalate the issue for a solution, no progress has been made. Due to the hurricane evacuation order in the area, I left the property on August 24 and headed north to stay safe. I am requesting a refund of $[redacted].67 for the remaining stay as the property has flooded in the past, contrary to what I was initially told. It seems like Epic has not responded to my concerns or questions within the given timeframe. I would appreciate a prompt resolution. Thank you. - Dennis

I am currently dealing with a troublesome reservation situation. On my second day of what was initially a one-day reservation, I had to leave due to unacceptable conditions at the place. The unit I booked is noisy as it sits beneath another unit housing a family with running and jumping children. Despite informing the host, they only advised me to report noise after 10 PM, which is challenging for me as a veteran with PTSD. Moreover, the cleanliness of the place was not up to par as I found spider nests, webs, dirt, old food, and hair strands. The host mentioned offering a partial refund if they can rebook the unit, which I find unfair. I am unsure whether to cancel the reservation as I am uncertain about getting a refund. I need urgent guidance to address this ongoing reservation issue promptly.

Airbnb hosting problem: 1. I had a booking for 11 days then the guest extended it to 14 days. 2. The guest checked in, but I have not received the payout. 3. I updated my bank details as instructed by Airbnb support, but still no payment. 4. After multiple support calls, I was informed that the guest's payment for the extension failed. 5. I have questions: a. Why wasn't I notified about the payment issue earlier? b. Why is Airbnb holding the initial payment of £[redacted] when the extension payment failed? c. How can the guest pay and how can he contact Airbnb for assistance? I have been trying to resolve this for over 10 days with no resolution.

Reservation Number: HMT9YAWSZA I recently booked a property through Airbnb and cancelled within two days. The host kindly agreed to a full refund, which was processed, but Airbnb retained the service fee. Despite multiple attempts to contact customer support, I've had no luck reaching a resolution through the chat bot. I believe that since the cancellation was made promptly and well in advance of the check-in date, I should receive a full refund, including the service fee of $[redacted].47 CAD that Airbnb has kept. I am seeking assistance in resolving this matter promptly to avoid having to escalate it on social media. Thank you for your attention to this matter. Best regards, Edward O'Brien

I contacted the host regarding our stay at Wiley Manor in Atlanta through the Airbnb platform, but have not received a response. We encountered issues during our stay and are seeking a full refund. While I prefer not to leave negative feedback, we do have evidence in the form of pictures. We have only received half of the refund and are requesting the remaining amount. We aim to avoid tarnishing the host's reputation but will share our experience if the refund is not provided. We had to spend an additional $[redacted] on alternative accommodations for the remaining nights of our stay due to the situation we faced during our first night. I am disappointed by the lack of customer service in resolving this matter promptly. Despite being informed that a response would be forthcoming, I have yet to hear back after three days.

My Airbnb account got deactivated without any explanation, and I was asked to send a message to clarify. Despite using Airbnb for many years, I haven't received a response in 3 days, and I'm unsure why it was deactivated. I just want to understand the reason to reinstate it. Regarding a recent booking attempt for a place with 5 rooms, I faced difficulty contacting the host for questions, as I had to select available dates, not my preference. The host offered different rooms with varied dates each time we communicated, pre-approving me to book, but none were suitable. I didn't complete any bookings as none matched my requirements. Should I have declined instead of leaving them unbooked? I eagerly await your prompt response, as I am traveling and keen to resume using Airbnb. Thank you, Linda

I would appreciate Airbnb reaching out to me to review if I qualify for a 50% refund. My recent stay in Anaheim did not live up to expectations. The rental, advertised as a luxurious home, was anything but. It was disappointing to encounter damage, stained furniture, broken appliances, pests, and other issues, especially considering the high nightly rate. The host was uncooperative when I requested a partial refund and claimed the property was already discounted. I involved Airbnb, providing detailed documentation and photos, but the response from Roj was unhelpful and dismissive. I believe Airbnb should hold hosts accountable for misrepresenting their listings. I am disappointed with the lack of resolution and would like Airbnb to address this matter promptly. If I do not receive a response soon, I may escalate my concerns further. Thank you.

Dear Supervisor, I would appreciate it if you could review the recent messages and emails. I inquired about the permission to operate on the platform. I was informed that as long as the previous account holder closes their account, I can proceed to open a new one. I made arrangements to rent the properties based on the assurance from Airbnb that I could use them once the previous account was closed. I am now facing account blocks despite investing a significant amount of money and effort in this endeavor. I am even indebted to individuals who helped fund this venture, and the account restrictions are hindering my ability to repay them. I am willing to provide any necessary documentation to rectify this situation. These decisions are impacting my livelihood, and I urgently await a resolution. Please respond promptly. Thank you.

I am requesting a refund for one night's stay and the cleaning fee due to an unsatisfactory experience at the accommodation. As a guest, I should not have to clean behind hired cleaning staff. Despite raising a claim, I have not received any follow-up from the host. This lack of communication and poor customer service has led me to decide not to use this platform again. In comparison, as a timeshare owner, the service I receive is far superior. I am seeking a refund of $[redacted] for the cleaning fee and $[redacted].35 for the additional night. It is crucial for someone to contact me directly to address this matter as the previous claim was closed without a resolution or contact.

We suspect bed bugs in our cabin and need to cancel the booking for guests arriving tomorrow. While it's not confirmed yet, we have a detection team coming in the morning to verify. We want to cancel now as a courtesy so that the guests, who have a long journey, can make alternative arrangements. If bed bugs are found, we will treat the issue by tomorrow or Saturday and expect to be clear by Sunday for future guests. We kindly request to cancel without penalty as we aim to prevent any inconvenience to our guests. We attempted to contact AiBnB but couldn't reach a representative. Thank you.

I had a guest stay from September 21, [redacted], to September 24, [redacted], for three nights. I have not received payment yet despite reaching out through calls and texts on the website. There have been promises made by experts to resolve the issue, but nothing has happened. Multiple operators mentioned that the money is available but has not been released. Even though PayPal has been the default payout option for six years, I am being told it's not highlighted. The operators lack the authority to release the funds. I have been redirected to various call centers globally without a solution. Airbnb still owes me money, and I am worried about renting my place out again. The lack of competence in customer service is disappointing, and they seem to avoid resolving problems. I requested a timeframe for the resolution, but no estimates were provided. My complaint ticket number is [redacted]4.

Hello, I need assistance with resolving an issue with my AirBnB account. I have been unable to access it due to unknown reasons for some time now. Initially, this wasn't a major problem as I don't travel frequently, but now it's become concerning. I reside in Lake Charles, LA, and I urgently need to return home to assist my parents in rebuilding their house after it was severely damaged by a hurricane, leaving the roof completely torn off and causing substantial interior harm. As many local accommodations are either fully booked or damaged, AirBnB seemed to be my best alternative. However, I am unable to book any listings in Lake Charles or Kinder that my sister shared with me because my account remains blocked for an unspecified terms of service violation. I rarely use AirBnB, but in the past, I have always received positive feedback when I did. If someone has accessed my account without permission and utilized it, I would be unaware as I am unable to log in and verify any unauthorized activity. I kindly request that a real person reviews my account to either unlock it or provide details on the issue for resolution. If there has been any unauthorized use of my account, identity, or credit card, I believe it's crucial for me to be informed so I can take appropriate actions. Thank you for your prompt attention to this matter. Channing S.

I had a guest who left my space in a terrible state with dog-related mess and damages, plus causing damage to the grill. I opened a claim with Airbnb, but the guest did not respond, so I escalated the issue. An Airbnb representative named Maria took over the case and charged $[redacted] for extra cleaning. I submitted photos and a check as evidence, as I had done previously, but now Maria is requesting an invoice. I requested a few days to obtain this invoice, but she closed the case abruptly. I am very frustrated as I have the invoice and photos to prove the damages. I can't seem to contact anyone for assistance. I need help resolving this claim. Thank you, Ana F.

Hello, my name is Farouq Tekin, an Airbnb host from Istanbul. I am experiencing an issue with two missing payments. Despite sending several complaints to the help desk, the problem remains unresolved. The payments are for reservations of Mr. Abdelhak Nait-Djoudi who checked in on the 15th of September with Reservation Code HMEQY2XAXM for €[redacted].08, and Mr. Alexandr Andrade who checked in on the 13th of September with Reservation Code HMFK9NB8WN for €[redacted].54. Although Airbnb claims to have sent the money and provided transaction IDs, these numbers are not helpful for my bank search. I have requested an actual transfer receipt from Airbnb, but have not received any response from the help team for a week. As I am not receiving assistance from them, I am reaching out here for help. I feel frustrated by the lack of support and hope to hear from anyone soon. If more information is required, please do not hesitate to contact me. Best regards, Farouq Tekin.

Hello, I am the owner of a guesthouse that was previously rented out to a lady who operated it through Air Bnb a few years ago. She has since left, but the Air Bnb registration remains in her name, causing communication issues with guests still booking under her account. We are unable to contact her as her phone number is disconnected. We need to close down the account under her name, but we are having trouble reaching Air Bnb for assistance. Can anyone offer guidance on how to resolve this situation? Thank you.

I am having trouble changing my password as I have forgotten it and urgently need to make a booking. I am currently in Europe and do not have access to my US phone's SIM card. I travel frequently between the US and Europe. The password reset process seems to require a phone call, which I cannot do without my US SIM card. I could provide my German phone number, but that will not work once I return to the US in 2 weeks. I have finally found a room after a long search, and it is frustrating to be unable to proceed due to the lack of international-friendly options. I have already sent two emails without a response. Please advise on what to do next. Thank you, Monika.

As a long-time host, I faced challenges after a stroke in July [redacted], leading to a tax extension until October [redacted]. Airbnb needs to send the lodging tax to the Maine government. However, I can't locate the amount on the website. My former contact number [redacted] is inactive, and I have relocated from 84 Grace Street, Rockland, Maine listed under property [redacted] as SeaMoss Weekly Tourist Rental. I urgently require the tax paid amount for my accountant. You can reach me at [redacted] or [redacted] While [redacted] may show me, I prefer the first email. Currently residing in a Portland independent living facility, the information is vital for my taxes. Please respond promptly, as dealing with this is challenging due to my age and situation. Phone communication has been unsuccessful. Regards, Kathryn Fogg Hill

Hello, I have a booking at Maresia House in Baleal, Portugal from 3rd to 11th October [redacted]. Due to Switzerland's updated Covid regulations putting Portugal on the quarantine list, we are unable to travel there. I reached out to the host, who confirmed I can cancel for free. She advised me to cancel directly on Airbnb or contact their helpline. I appreciate her flexibility given the circumstances. However, the host mentioned she would update the cancellation policy on the site, but it has not been changed yet. I need assistance in resolving this matter. Thank you. - Lydia Scherrmann

I have been unable to access my Airbnb account for 3 years now, solely because I am required to recall a Chinese phone number I had a decade ago. The platform does not offer any other sign-in options or methods to access customer service without first logging in. I find it frustrating that I am unable to resolve this after continuous attempts for the past 3 years. Remembering a phone number from a brief period in China ten years ago seems unreasonable as the sole form of security information. I am baffled as Airbnb does not offer alternative methods for security verification. This issue has become incredibly tiresome to deal with. I hope to find a solution that will allow me to regain access to my account on Airbnb as the current process is inconvenient and perplexing.