AirBnB Customer Service Issues

Archive 59

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #59. It includes a selection of 20 issue(s) reported August 21, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Good evening, I made a booking at the Red Cottage Home in Kenilworth, Cape Town with a check-in date of September 6, [redacted], and a check-out date of October 11, [redacted]. Unfortunately, due to new government regulations, my son cannot travel from Kenya, so I had to cancel the booking, expecting a full refund. The host has agreed to reinstate the original booking, but requested I communicate directly with Airbnb. I have been in contact with Airbnb for the past few days without receiving a response. I would appreciate any assistance you can provide as I cannot afford to lose the money. I have been using Airbnb for some time and plan to continue booking with them in the future. Thank you in advance, B. Kleynhans
Reported by GetHuman-bonkleyn on viernes, 21 de agosto de 2020 19:14
Subject: Booking Modification Request for Red Cottage Home in Kenilworth Cape Town Dear Team, I am writing to request a modification for my booking at Red Cottage Home in Kenilworth, Cape Town. My original reservation number is HMNJPJKPTT with a check-in date of September 6, [redacted], and a check-out date of October 11, [redacted]. Due to new government regulations preventing my son from traveling from Kenya, I had to cancel the original booking in hopes of receiving a full refund. The host has kindly agreed to reinstate the booking, and I kindly request Airbnb to facilitate this change. Thank you for your assistance in advance. Best regards, B. Kleynhans
Reported by GetHuman-bonkleyn on viernes, 21 de agosto de 2020 19:33
My reservation with AirBnb for 8/11/20 to 8/13/20 in Truckee was canceled by Vacasa on 8/10/20 at 10:22 pm, one day prior. Vacasa explained that they made an error in their booking calendar, and the owner was at the property during that time. They assured me of a full refund from AirBnb and indicated they would handle it. Despite reaching out to AirBnb via phone multiple times and sending an email requesting a refund, I have not received a response yet. I'm still waiting for the $[redacted].44 refund owed to me. My reservation number is HM5JE35Z4X, and the confirmation number is KQHC-FKM4.
Reported by GetHuman5180258 on sábado, 22 de agosto de 2020 15:30
Hello, my name is Mary Ann and I am from Ontario, specifically Mississauga. I had made a booking for a house in Quebec for September 11-14, [redacted], but my friends and I have decided to cancel due to travel health and safety concerns regarding Covid-19. I am requesting a full refund as I still have 19 days before the check-in date. Upon trying to cancel on the app, I noticed I would be charged the reservation and service fees, although the cancellation policy states a full refund is possible if done 14 days prior to the trip. I have attempted to contact the host, Claude, to cancel on our behalf due to our worries about health and safety in Quebec, but it seems he is avoiding us. I would appreciate speaking with someone to clarify the situation and ensure I receive the full refund. In case you need it, my email is [redacted]. Here is my confirmation code: HMZ8XAZZQ3. Listing Name: Luxury House - Close to Old Quebec - 6 Bedrooms. Dates: September 11-14, [redacted].
Reported by GetHuman5192000 on domingo, 23 de agosto de 2020 23:28
On August 6, [redacted], I made a reservation on Airbnb in Kiambu County, Kenya with reservation code HMAZC39JWH for $62.76. However, the host informed me that she had taken down the listing and could not host me. Despite reaching out to Airbnb for help through calls and messages, I have not received a refund or any assistance after more than 18 days. I had to arrange last-minute accommodations due to this issue, incurring additional expenses and inconveniences. I believe I am entitled to a full refund as I did not stay at the property and the responsibility lies with the host and Airbnb.
Reported by GetHuman-mwangine on lunes, 24 de agosto de 2020 9:30
My reservation for a stay in Oceanview, VA from Aug 28th to 31st was cancelled by Airbnb's system without my knowledge. I received a refund notification from my credit card company today. The host was also unaware of this cancellation. The host mentioned that someone else booked the place on Friday, but the system shows that I cancelled it on Saturday. This led me to book a more expensive last-minute listing for our family vacation. The new reservation had a mandatory 4-night stay requirement, further increasing our expenses. We only plan to stay for 3 nights. I request compensation for the price difference incurred.
Reported by GetHuman5194765 on lunes, 24 de agosto de 2020 19:19
Date: 8-25-[redacted] I appreciate your attention to my issue. On July 2nd, my wife and I visited Belmar, NJ, and decided to turn our afternoon outing into an overnight stay. We made a reservation at Belmar Inn at 1:00 PM and reached the location 25 minutes later to find the lobby unmanned with a note stating they would return at 3:00 PM. Despite several attempts to call the number provided, there was no response. The unkempt lobby, lack of assistance, and inadequate parking led us to cancel our reservation within 33 minutes, still well within the advertised "FREE Cancellation for 48 hours" policy. Despite our explanation, the staff provided excuses about being busy helping others or misreading their cameras. The fact remains that we received no services or products for our payment. Our previous positive experience booking with your company for a trip to Mexico made us hopeful for a resolution. The amount at stake is $[redacted].08 from July 2, [redacted], likely booked through [redacted] Thank you for your attention. Best, J. Klucznik
Reported by GetHuman5197026 on martes, 25 de agosto de 2020 14:19
I have a house that has been divided into a 2BR/2BA Airbnb unit on the second and third floors and a full-year lease on the 3BR/2BA unit on the first floor. I am thinking about reconfiguring to eliminate the stairs for my Airbnb guests and add a bedroom, but I want to keep the [redacted] - 4.95-star reviews. Should I create a new listing, close the existing one, or temporarily block it out while I rearrange furniture and update photos?
Reported by GetHuman-dgerst on martes, 25 de agosto de 2020 16:46
During my recent stay in Asheville, I encountered issues with the cleanliness of the rental property. Despite its high ratings, the house was not well-maintained, leading to discomfort for my family and me. I promptly notified the owner with pictures of the dirty bathroom and unclean bedding. Although the owner apologized, no immediate action was taken to address the problem. Additionally, we unintentionally caused damage by driving on the grass and were charged $[redacted] for this mistake. Throughout our stay, we felt uneasy using the facilities and ended up washing some linens ourselves. It was concerning to learn that the owner did not employ a professional cleaning service, opting to clean the property personally. I believe that hosts on platforms like Airbnb should be required to hire cleaning services to ensure a certain standard of cleanliness. Customers should not have to pay cleaning fees if they are left with cleaning duties themselves. I hope that my experience highlights the importance of maintaining cleanliness standards in rental properties.
Reported by GetHuman-rslberna on martes, 25 de agosto de 2020 18:39
I have a concern about my upcoming trip that my friends and I had paid for missing from my itinerary and Airbnb accounts entirely. The trip no longer appears in our trips tabs. I just checked to see my check-in instructions and message our host, only to find our trip is completely gone. There is no phone number listed under the host's account. I have tried everything and suspect the host might be fraudulent or there has been a significant error since we haven't received a refund for the full amount paid, and no notifications were sent to us. Furthermore, I noticed a worrying review on the same spot we booked, dating back to August [redacted]. It seems the host left the guest stranded without communication. I find it concerning that the host is still allowed on Airbnb with such reviews. For a resolution, I would appreciate discussing this matter further with a representative via phone call. Confirmation Code: HMJPACK2SE Host Name: Simon Tee Booking Dates: August 27 - August 30 Host Profile URL: [redacted]
Reported by GetHuman5200040 on miércoles, 26 de agosto de 2020 9:30
I received a message from Sonny at Airbnb regarding my canceled reservation due to Covid-19, which stated that a refund of $94.17 had been processed for my service fee. However, I have not yet received the refund after checking with my bank. Can anyone assist me with this matter? Dear Jenny, I apologize for the delayed response due to the high volume of inquiries. I am actively working on resolving your concern regarding the refund for reservation HMKMD5J3MP with host Tara Fullerton. The $94.17 service fee refund was processed to your VISA ending in [redacted]. It may take 5-15 business days for the amount to reflect in your bank account, depending on your bank's processing time. If you have further questions, feel free to reach out to me. I am here to support you. Best regards, Sonny
Reported by GetHuman-jhdanows on miércoles, 26 de agosto de 2020 18:38
Reservation #HMRFQ5XE8M: My family and I recently rented a house in 3 Rivers that was advertised as a "Peaceful Riverfront property." We were excited to enjoy the beautiful river view from the deck. Unfortunately, upon arrival, we discovered there was no water in the river as it was dried up. This was disappointing as we specifically chose this property to relax by the river. The owner, Cynthia, was nice, but we feel misled by the inaccurate description on the website. As visitors from LA looking to escape Covid and unwind by the river, this was a letdown. I have photos to support our claim. We would appreciate some assistance with this issue regarding the misleading advertisement.
Reported by GetHuman-mfaber on viernes, 28 de agosto de 2020 4:33
I'm Kenny D. from Saskatoon, Canada. I received an Airbnb travel credit of just over $[redacted] in March [redacted] for a canceled booking in Tofino, BC, due to Covid-19. Airbnb assured me the credit was valid until December 31st, [redacted]. However, when I attempted to use it for a booking in Penticton yesterday, the credit did not apply during checkout. I faced trouble contacting Airbnb for assistance, and the payment did not go through on my credit card due to a photo verification issue. It's frustrating not being able to reach Airbnb over the phone. If possible, I would appreciate a callback at 1 [redacted].
Reported by GetHuman-kennydeu on viernes, 28 de agosto de 2020 14:39
We made a reservation for a vacation rental in Beaune, France from September 1 to October 1, [redacted], on January 25, [redacted]. The booking reference is HMXET2TMW with Brigette as the host. We paid $[redacted].09 CDN on that day. Due to the Covid-19 pandemic, our flights were canceled, and we received a credit for future use. In July, Brigette suggested we cancel through Airbnb. We did so on July 26, expecting a full refund considering we paid in January and the pandemic situation. However, we only received a partial refund without an explanation. We believe we qualify for a full refund as per your guidelines. We, Susan D. Callin and Robert James G., have tried contacting agents named Wolfan & Rhey B., with no success. We are reachable at [redacted]. We hope for a prompt resolution to this matter. Thank you, Jim & Susan
Reported by GetHuman-rjamesge on sábado, 29 de agosto de 2020 17:44
I had $[redacted] debited from my account for a booking that got declined. They mentioned it would be refunded within 24 hours, but it's been four days now. Since I arrived at the Airbnb, I've faced issues like a malfunctioning AC, open drinks, and food left behind, forcing me to get a hotel as I'm away from home with my young children. I've been waiting for a call back from a rep for three days, with no luck, even though I've been following up. Additionally, my account got charged $[redacted], which the host has agreed to refund, but doesn't know how to proceed. I urgently need help as around $1,[redacted] is stuck with Airbnb, and the $[redacted] payment was declined initially.
Reported by GetHuman5211484 on sábado, 29 de agosto de 2020 18:11
Whenever I attempt to call, the call disconnects, leaving me frustrated due to the lack of phone or online assistance. It's disheartening when customer service hangs up without addressing concerns. I reported a reservation issue on August 14 about a cockroach-infested room, only for the help desk to close the case unexpectedly. This led me to dispute the transaction with my credit card and provide evidence. The property was unsuitable due to the infestation, prompting me to leave. Despite my efforts to seek help, connecting with a live person seems impossible as calls end abruptly. The online case was closed without resolution, making the whole experience even more challenging.
Reported by GetHuman5214439 on domingo, 30 de agosto de 2020 23:16
I recently received an email from AirBnB about changes in their privacy policy. They now will share personal data unless I log in and "opt out". Unfortunately, I lost the password for my AirBnB account due to a computer issue and there has been no activity in a year. Trying to reset the password by phone led to an error message instead of calling the phone number on the account. Following an email password reset request, I received a link but providing the correct phone number wasn't enough. AirBnB asked for a full name and date of birth, which may have been entered differently. This account was only used for searches and recommendations, not bookings, so the password reset process seems excessive. After failed attempts to reset the password, I tried to contact customer service but couldn't find a valid email address, and the phone line was out of service. It seems AirBnB's reduced support during COVID is making it hard to resolve issues. I am concerned about unauthorized data sharing and would like the account deleted before any information is leaked, as I no longer plan to use their services.
Reported by GetHuman5214727 on lunes, 31 de agosto de 2020 2:51
Upon arriving at the booked place, I immediately requested a cancellation due to the absence of WI-FI. The host agreed to the cancellation, and I checked out the next day. The host initially agreed to refund $[redacted].00, but now claims she cannot do so and has closed her listing because of this booking. Despite numerous attempts to contact both ARNB and the host, I have not received any resolution. The host misrepresented the availability of WI-FI, which was crucial for my business trip and the main reason for my departure. I believe I am entitled to the agreed refund due to the host's failure to meet the listing requirements. Any assistance in resolving this matter would be greatly appreciated.
Reported by GetHuman5215940 on lunes, 31 de agosto de 2020 14:32
My refund from Airbnb for a recent stay has not been received yet. I booked a studio in Vancouver for August 16th and 17th with reservation code 'HMSZBYR3XP'. Upon arrival, the room was not ready until late, and it was not in a satisfactory condition. I reached out to the host and contacted Airbnb support. After sending photos, I was assured by staff member Tony that a full refund of $[redacted] CAD would be issued. It has been over two weeks now, and I am still waiting for the refund. Can someone please assist me with this matter? Thank you.
Reported by GetHuman-ontarioo on lunes, 31 de agosto de 2020 18:34
Dear Airbnb team, I received an email on August 20th, [redacted], stating that I was in contact with an account that violated Airbnb's Terms of Service. After changing my password, I unfortunately forgot it and now I'm unable to reset it. I'm unsure why my account was removed, as we have been successful hosts for four years without violating any rules. We do assist in co-hosting for another Airbnb host; could this be the reason for the account violation? I would appreciate your assistance in resolving this matter. Thank you. -Rochelle S.
Reported by GetHuman-rscheepe on martes, 1 de septiembre de 2020 9:17

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