AirBnB Customer Service Issues

Archive 58

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #58. It includes a selection of 20 issue(s) reported August 13, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Today, my guest arrived early and mentioned that the property hadn't been cleaned. I explained that since his check-in wasn't until 4pm, there was still time for the cleaner to arrive. However, it turned out the cleaner hadn't been informed about John's booking and was unavailable to clean. Unfortunately, John found the property in a terrible state left by the previous guest with food waste on the worktops, dirt, blood on the beds, and a ripped pillow with stuffing coming out. As a result, he decided to leave instead of staying. I believe John deserves a refund since he couldn't enjoy his planned break due to the property's condition. Can you assist me in processing this refund?
Reported by GetHuman5160944 on Thursday, August 13, 2020 7:36 PM
Subject: Request to Address Review Issue Dear Sir/Madam, I recently received a review from a guest named Jonathan, and I am seeking assistance in addressing it. After careful consideration, I believe Jonathan’s feedback was biased and misleading. Initially, I was distressed to read his negative comments about my stay at his Airbnb, as I take pride in being a respectful guest. Jonathan’s subsequent request for an additional payment of [redacted] euros for supposed damages raised suspicions. His cost estimates seem exaggerated and unreasonable upon my own research. For example, his demanded amount for a damaged stove hob far exceeds the actual replacement cost. His claims of other damages lack substantial evidence and seem unjustified. I find Jonathan’s review and financial demands to be unjust and unwarranted. I sincerely request that the review be reevaluated or removed from my profile. Your prompt attention to this matter is greatly appreciated. Thank you for your understanding. Best regards, Roselie
Reported by GetHuman5162600 on Friday, August 14, 2020 11:58 AM
I made reservations on February 2, [redacted], for a trip to Isla Mujeres in Mexico from June 6 - 9, [redacted]. However, the reservations got cancelled on April 15, [redacted], due to COVID-19. I was expecting a full reimbursement from AIRBNB for all the money I paid. After reaching out to the host, she confirmed she requested a [redacted]% refund for me. Unfortunately, only a portion of the payment was refunded. AIRBNB explained that the remaining amount not reimbursed was due to the host's cancellation policy. Despite the host's assurance that she requested a full refund for me, the issue remains unresolved. I am still seeking a complete reimbursement for all the funds I paid for the booking.
Reported by GetHuman-vilmafad on Friday, August 14, 2020 10:33 PM
I am interested in moving forward with this issue, but I am confused by conflicting messages I have received. One message acknowledges receipt of the required documentation for the security deposit claim and mentions a review process, while the other requests confirmation of my continued pursuit of the claim within 48 hours or it will be closed. The discrepancy is concerning, especially regarding the unresolved claim with our previous guest, Lupe (HMZNBNXSAA). Despite providing the necessary documentation, a message requiring a response within 48 hours was received. I did not receive any request for further documentation, only an acknowledgment of the materials previously submitted. Please contact me at [redacted] to address this confusion promptly and avoid any potential financial loss.
Reported by GetHuman5167313 on Saturday, August 15, 2020 11:55 PM
Hello, I had a reservation at 'Quiet Cottage on the Cove' for July 9-12 with the Confirmation number HM9JXRSCYY, which I unfortunately had to cancel due to Covid travel restrictions. Jan, our host, was very understanding and agreed to refund the charges. However, I have not received the full refund and am requesting the additional $[redacted] that was charged. Below is a conversation transcript between Jan and an Airbnb support agent regarding the refund: Sincerely, Kelly Jan12:04 PM Kelly. She reserved a few days in my cottage in July. Due to Covid restrictions in Maine at the time, she needed to cancel. I want her to get all of her money back. She recently wrote me saying she only got about $60 back, but she paid more like $[redacted]. I did not receive the rest of the money, so I can't refund it myself. I need you to refund it. Airbnb Support12:06 PM Alright, I understand Jan and thank you for your help. Jan12:08 PM Can you keep both Kelly and me updated on the progress of the refund? Airbnb Support12:09 PM Our case managers will be in touch with you and the guest regarding the refund process. Thank you.
Reported by GetHuman-keagnell on Sunday, August 16, 2020 2:23 PM
I reached out to AirBnB about a guest issue involving Sarah Fenilli at Life is a Caberlake for August 5-9. Initially booked for one adult and three kids, the group turned out to be four adults. Despite a broken fridge motor, we promptly replaced it by Saturday morning. The guest was upset, demanding free dinners for four adults, which we partly covered at $60. We still received a negative review from the guest. As experienced hosts with positive ratings from 19 guests, this unfair review does not reflect our usual service. We ask for guidance on addressing this issue. Thank you, Paulette.
Reported by GetHuman5168882 on Sunday, August 16, 2020 6:11 PM
A renter arrived four hours before the check-in time. I assured her that the cleaning would be done promptly and I would notify her when the place was ready. After contacting her, she accused me of not cleaning the sheets and towels, which were actually in the wash at my home. She then pointed out a forgotten to-go container in the refrigerator, and I apologized, promising to clean the fridge immediately. Despite my efforts to address her concerns, she decided to leave, leaving the door open, water bottles scattered, and rearranging the deck furniture. It was only 2:00, an hour before check-in, and I believe it was rude of her not to give me a chance to rectify the situation. Our 5-star reputation matters to us, and this incident has been truly disheartening. I kindly request that their reservation not be refunded. Thank you, Lesley.
Reported by GetHuman5169227 on Sunday, August 16, 2020 9:12 PM
Our property received an unfavorable review due to a damage claim we made against a guest. This review has impacted our superhost status on Airbnb, which we worked hard to achieve. Additionally, the review violates Airbnb's content policy regarding sharing investigation details. Despite not leaving a review for the guest, we have text messages where the guest expressed gratitude for their stay. Unfortunately, the private feedback contradicts their messages, even though we made significant efforts to accommodate them. We kindly request the removal of this review to address these issues. Thank you. Dana
Reported by GetHuman5169493 on Monday, August 17, 2020 12:24 AM
Dear readers, As an Airbnb host for the past two years, I've encountered recent issues with two bookings that have left me unpaid. The first booking from August 6th to 12th was inexplicably canceled on the 8th, resulting in the guest being refunded while still staying at my property. Despite numerous attempts to contact Airbnb, I have yet to receive compensation for this stay. A second reservation from August 15th to 22nd saw the guest checking in as planned, but again, payment has not been forthcoming. Airbnb mistakenly sent me [redacted] dhs instead of the owed amount of [redacted] dhs for this booking. Customer service indicated that both reservations are somehow linked and blocked, causing further confusion. The lack of payment for both bookings has resulted in financial strain, and I urgently seek resolution. The unprofessional handling of these situations by Airbnb contradicts their reputation for being host/guest-oriented. Without prompt payment, I may need to take legal action and inform other hosts of these issues to seek redress. I hope for a swift resolution to regain payment and restore trust in Airbnb's services. Thank you for your anticipated assistance.
Reported by GetHuman-lahlou_ on Monday, August 17, 2020 5:22 AM
Hello, I am experiencing an issue with our accommodation. We made a reservation for two people, but our room was only prepared for one person with one pillow, one blanket, one small towel, and one large towel. Despite informing Sophie about the missing items, we were asked to retrieve them ourselves from other rooms, which we were unable to access with the provided key. This led to one of us having to sleep on a pile of clothes, which was very uncomfortable after a day of exploring the city. When we requested a refund, Sophie blamed us for not indicating there would be two guests, even though it was clearly stated in our reservation information. Can you please assist us with the refund? Thank you and have a pleasant day. D. Peterek
Reported by GetHuman-godemarx on Tuesday, August 18, 2020 1:45 PM
I am unable to find my confirmed reservation for Casa Marychu on Airbnb for a stay from October 31, [redacted], to November 6, [redacted]. Unfortunately, I need to cancel due to health issues unrelated to Covid within our party, and we are also facing difficulties securing flights to Oaxaca from the US. Airbnb, Recipient: Maria De La Luz Welcome, we are looking forward to experiencing the beautiful traditions of Oaxaca during the Day of the Dead celebration! We appreciate your attention to safety and request that all communication be conducted through Airbnb. Casa Marychu Property hosted by Maria De La Luz Check-in: October 31, [redacted] Check-out: November 6, [redacted] Number of Guests: 7 Total Payment: $[redacted].62 Kind regards, Martha Blackburn
Reported by GetHuman-mhayeslc on Tuesday, August 18, 2020 7:59 PM
Re: Reservation Issue: Refund Request Hello, I mistakenly booked a reservation with confirmation number HMB9T4WSQ3 and quickly realized my error. I contacted the owner to request a full refund as the booking was held for only a few minutes. The owner confirmed she doesn't have issues with the refund, but it needs to be processed by the platform (Airbnb). Despite cancelling, I only received $[redacted].80 back, whereas I paid $2,[redacted] for a 33-day stay. Regarding reservation code HM44RQWPY5, I attempted to rebook the correct place after cancelling the first reservation. Though I received emails suggesting the booking went through, there seemed to be a payment issue with my AMEX due to the credit limit. Since I've increased the limit, I am uncertain if the reservation was successful. Please verify if my reservation is confirmed, and I'm willing to authorize another payment attempt if necessary to secure the property for the extended rental period. Thank you.
Reported by GetHuman5177087 on Tuesday, August 18, 2020 11:24 PM
I made a mistaken reservation thinking it was a different property and canceled immediately. The confirmation code for the mistaken reservation is HM44RQWPY5. I was charged $4,[redacted].70 but only received a refund of $[redacted].80. The owner, Anna, agreed to provide a full refund but mentioned it needed to be handled through you. I immediately rebooked the property I actually wanted on Airbnb. The new reservation's confirmation code is HMB9T4WSQ3. Regarding payment, I used an American Express card, and after increasing my limit to $5,[redacted], there was an issue with a charge being rejected due to the previous limit being $2,[redacted]. I need to confirm if the reservation for the property is secure despite the payment issue.
Reported by GetHuman5177087 on Wednesday, August 19, 2020 12:58 AM
On the 9th of August [redacted], I experienced verbal abuse, provocation, annoyance, and bullying from a guest who was disrespectful and demanded a full refund of £[redacted]. Despite the difficult situation, I had to make the payment as the guest refused to cancel the reservation. Unfortunately, the guest later canceled the reservation and received a refund from Airbnb. I lodged complaints on the 9th and 10th of August but have not received any response yet. Currently, I am unable to reach Airbnb by phone. The reservation number related to this issue is HMMCHY [redacted]. Your assistance in this matter would be greatly appreciated. Thank you. Warm regards, Syed.
Reported by GetHuman-shah__ on Wednesday, August 19, 2020 12:46 PM
Dear Airbnb Support, I am writing to request assistance with a few issues regarding my hosting as a Superhost. Firstly, I am having trouble reaching out to Airbnb for support using the provided phone number. Secondly, I have inadvertently listed my property twice and need guidance on how to delete the duplicate listing. Additionally, my property has been incorrectly labeled as a 'farmstead,' which is misleading as I am a house and garden, not a farm. This misclassification is deterring potential guests. I kindly request to be relabeled as a 'very special bed and brunch' instead. Furthermore, I would like to clarify the distinction between 'bed and breakfast' and 'bed and brunch' as I specialize in brunch, which is a unique feature of my hosting. One of my previous guests was discouraged by the farmstead label, resulting in a cancellation and booking elsewhere. I appreciate your prompt attention to these matters to uphold my reputation as a reputable Superhost. Warm regards, Ann Howard
Reported by GetHuman5180818 on Thursday, August 20, 2020 12:31 AM
A few months back, I tried reaching out to you multiple times by phone regarding my tenant, Mr. R. Khripko, who was unlawfully subletting the flat at 13 Cromwell Close, London N2 0LL on Airbnb. Mr. Khripko received £[redacted] from Mr. C. Vingoe in December [redacted], who believed Mr. Khripko was the legitimate host. I suspect Mr. Khripko was utilizing Airbnb for multiple properties in a similar manner, but I cannot confirm the extent of his activities. After reading an article in the Sunday Times magazine mentioning that you may disclose hosts' identities, I am seeking your confirmation via email that Mr. Khripko was indeed engaging in illegal activities. Sincerely, Simone Grayson
Reported by GetHuman5181617 on Thursday, August 20, 2020 10:37 AM
I booked an Airbnb for August 2nd in Kingston, but due to a vehicle issue over the long weekend, I had to cancel my plans. I contacted the Airbnb host before 3 pm on the same day, as per their policy for a full refund. However, the host directed me to Airbnb support. After contacting Tonya from Airbnb on August 11th, I was informed that my inquiry would be forwarded. So far, I have not received any further communication despite multiple attempts. I simply seek my refund and clarification on the lack of response. Thank you, Yolanda
Reported by GetHuman-ymfinora on Thursday, August 20, 2020 11:20 AM
Reservation Code: HMPPRRDMXC Upon arriving on August 1, we experienced a late check-in but everything seemed fine. However, over the next few days, we encountered several issues in the master bedroom's bathroom. An unpleasant odor lingered, and the paint on the bedroom ceiling began peeling and falling onto the floor and bed, requiring frequent cleaning. The fridge also had a water leak, which was eventually resolved with a replacement. Despite reporting these concerns, there have been delays and inconveniences such as power outages, gas shortages, and internet interruptions. The property's advertised proximity to the beach was misleading as it required crossing a busy highway. The owner's response to our complaints has been unsatisfactory, and the deteriorating paint condition has caused health issues necessitating medication. As a seasoned Virtuoso travel consultant, it is evident that these living conditions are unacceptable. Despite attempts to adjust our reservation, we were met with a substantial fee, which we declined due to the numerous challenges faced during our stay. We are seeking a refund for the upcoming months of September and October.
Reported by GetHuman5183784 on Thursday, August 20, 2020 9:31 PM
We paid $[redacted] for a reservation in Providenciales, Turks and Caicos Islands. To comply with TCI government regulations, we got our Covid PCR test five days before departure as required. Despite being told the results would take 3-4 days, it was only provided after our flight left. I contacted the TCI Tourism Bureau twice during the wait, but they couldn't help. Our host Josee refunded us $[redacted], but we believe Airbnb should refund the remaining $[redacted] due to our cancellation caused by the unrealistic testing timeframe enforced by the TCI government. PCR test results in under five days are rare in my experience. Thank you for your attention to this issue. - SM
Reported by GetHuman-jayzmomm on Thursday, August 20, 2020 11:04 PM
As the building manager of [redacted] Collins St in Docklands, Melbourne, Victoria, my team and I are facing challenges due to the current COVID-19 lockdown restrictions in place. Staynco, a company with 14 apartments in our building, has raised several concerns for us. There have been instances where guests have provided false information on paperwork, overstayed their allowed duration, engaged in theft and property damage, and even misused access fobs. Additionally, there was a confirmed COVID-19 case in the building, and the proper protocols were not followed when the individual left, potentially endangering other residents. We believe that Staynco’s actions reflect poorly on our building and are seeking a resolution to these issues to maintain a safe and secure environment for all residents. - Helen G. Assistant Building Manager at [redacted] Collins St, Docklands, Melbourne, Victoria.
Reported by GetHuman5184532 on Friday, August 21, 2020 4:17 AM

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