AirBnB Customer Service Issues

Archive 65

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #65. It includes a selection of 20 issue(s) reported February 11, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I would like to log this inquiry as my business has been closed since Covid began. I just received this message today from Airbnb regarding Chloe's request to respond to an inquiry. The message is from Stirling, requesting help in finding their lost puppy named Marlowe. As I haven't had any guests, I am unsure if I should address this myself or if Airbnb should handle it. Any guidance would be greatly appreciated. Thank you, Lorraine.
Reported by GetHuman-downeylo on Thursday, February 11, 2021 2:35 PM
Dear Team, I made a booking with Airbnb for a property using booking id HM5FSWXNZS from 13th February, [redacted] to 16th February, [redacted]. The email associated with my account is [redacted] and my phone number is +91-[redacted]. The payment of Rs [redacted].92/- was completed on 7th Feb for this reservation. However, due to a technical issue on Airbnb's platform, the property owner did not confirm our booking, leading to significant inconvenience and financial loss of Rs. 20,[redacted]/-. Despite our efforts, the hosts claimed no knowledge of our reservation, causing us distress. Contacting customer support was unhelpful, with the property owner refusing to accommodate us. This experience was disappointing and unexpected, disrupting our travel plans significantly. I am reaching out for swift assistance and request a refund for the booking amount and compensation of Rs. 20,[redacted]/- due to the inconvenience faced. Hoping for a prompt response, Aruna Tripathy
Reported by GetHuman-arunatri on Monday, February 22, 2021 2:49 PM
On February 25, [redacted], I made a payment of 1,[redacted] euros to rent an apartment in Vienna. The amount was for one month's rent ([redacted] euros) and a 1,[redacted] euro deposit. The host, Ms. Ana Ramirez, promised a long-term rental after viewing the apartment, with email correspondence to support this. The reference on Airbnb for this transaction is 8A80EB. Following Airbnb's instructions, I transferred the funds to Ms. Sara Chapela Paganini, who was presented as Ms. Ramirez's representative. However, I have not received any confirmation from Airbnb or further communication from Ms. Ramirez since the transfer. This situation seems fraudulent and potentially illegal. I am seeking the return of my 1,[redacted] euros promptly and will be taking legal action regarding this deceptive behavior by Ms. Ana Ramirez, despite Airbnb's positive rating of her. Your prompt assistance is greatly appreciated. Thank you.
Reported by GetHuman-lidasoul on Saturday, February 27, 2021 2:11 PM
Two weeks ago, I had to cancel a reservation last minute for an AirBNB due to extreme winter conditions in Texas. The area was under a state of emergency, facing power outages, food shortages, and closed roads during a severe winter storm. We, coming from Louisiana, were unable to reach the location and wished to reschedule for the summer. However, only half of the money was refunded as it did not meet the "extenuating circumstances" policy. I believe our situation fits within the policies for declared emergencies and epidemics, government travel restrictions, and natural disasters listed by AirBNB, yet we are still denied a full refund by both AirBNB and the host.
Reported by GetHuman5797447 on Monday, March 1, 2021 10:10 PM
I am unable to access our host account due to a change in our main telephone number. The phone and hotel were destroyed in a storm last year, and we urgently need to close the host account and cancel all reservations. Our property, Violatos Studios in Agia Efimia, Kefalonia, Greece, is associated with the email address [redacted] Unfortunately, we cannot retrieve the password change confirmation as it is being sent to the outdated phone number. The other linked telephone number is +30 [redacted], but it is not the main number. The proprietor of the apartments is Nikolaos Violatos. Despite our efforts to resolve this with AirBnB, we have been unsuccessful. We need to log in to the account promptly to manage bookings and avoid cancellation fees. Our attempts to contact UK customer services have not been successful. Any assistance would be greatly appreciated. Thank you. Menelaos Violatos
Reported by GetHuman5800211 on Tuesday, March 2, 2021 5:36 PM
I am unable to access our host account due to the main telephone number being outdated. Our hotel, Violatos Studios in Kefalonia, GREECE, was destroyed in a hurricane last year, and we need to close the reservations on the account urgently. Despite changing the password, the system requires verification through our main number, which is no longer in service. It is crucial to update this information promptly to prevent cancellations without fees. Please contact me via email as I have been unable to reach the UK or Greek customer service centers by phone, being on hold for long periods and ultimately disconnected. Thank you.
Reported by GetHuman5802477 on Wednesday, March 3, 2021 7:39 AM
Hello Airbnb Customer Service, I would like to share my recent experience trying to book accommodation in Finland using your platform. Unfortunately, I encountered several issues while attempting to make a reservation for myself and my wife. Firstly, when using my PC, I inputted all my details, including my phone number, but the system did not allow me to proceed with the reservation and claimed my phone number was already in use, despite my initial registration. Subsequently, I tried booking through my Android phone, but received a verification code on an old email address that I cannot access. Lastly, my wife attempted to book using her PC, but faced a similar issue where her email address was not recognized during the reservation process, even though the system indicated her account was available. I am seeking assistance in resolving these technical difficulties and ensuring a seamless booking experience in the future. Thank you for your attention to this matter. Warm regards, Erkki Koski-Lammi, Mäkikatu 18, [redacted] Finland, Europe
Reported by GetHuman-erkkikos on Tuesday, March 9, 2021 11:23 AM
I had a change in plans for Wednesday night with friends and now I need an Airbnb. I would like to stay again at Nebraska Outback. Due to Covid, it has been so long that I couldn't remember my information. My business did not show that any materials were sent from Airbnb or to my other email. The person assisting me needed a few minutes away periodically and then wanted to call me back in 15-30 minutes. Over an hour later, I called again, but the lady didn't have any better success. Finally, she authorized deactivating the account I had using safe-mail.net. I tried setting up a new account, but it wouldn't accept my only phone. She mentioned it would take 24-48 hours, so I waited more than 24 hours and wanted to speak to a person, but it said they were temporarily unavailable. I tried on my own and it said I have an account with hotmail.com but it refused my only phone. I have been trying today but only getting the message that they are temporarily unavailable. I really want to stay in an Airbnb, preferably where I have been in Sutherland, NE. I truly don't wish to stay in a motel. PLEASE HELP.
Reported by GetHuman-bachelle on Tuesday, March 9, 2021 7:47 PM
I have been seeking a resolution regarding my recent stay at a home in Houston, Texas. Despite multiple attempts to contact customer service and our host for a refund, we have been informed that only the host can issue the refund. Unfortunately, the host has been unresponsive since Monday when we arrived to check in and found the home in a different condition than advertised. Due to the lack of response and the unclean state of the Airbnb, we had to drive back home for 4 hours, especially considering my wife is 6 months pregnant. Despite contacting Airbnb and customer service, we have not received a resolution as we were informed the refund is contingent on the host's cooperation. I have pictures of the home available for review. My name is Robert Knorr.
Reported by GetHuman5862007 on Thursday, March 18, 2021 10:34 PM
On March 18, [redacted], I made a reservation for an Airbnb apartment. Unfortunately, I later discovered that the host had listed the same apartment twice to conceal negative reviews. I researched the address provided by the host and found concerning incidents involving gunshots at the building, which has a reputation as a "ghost hotel." As a concerned mother of three, I reached out to the host and Airbnb to cancel my booking and obtain a refund due to safety worries. Despite Airbnb's policy that allows for full refunds in cases of safety concerns, my request was denied.
Reported by GetHuman5880890 on Wednesday, March 24, 2021 1:40 AM
My Airbnb account, registered under [redacted], has been mistakenly locked. As a long-time host with a successful track record, my wife and I, both teachers from Massachusetts, rely on the platform for extra income. However, the customer service experience regarding this issue has been extremely frustrating. Despite reaching out through multiple channels and receiving automated responses, the problem remains unresolved. I am seeking clarity on why my account was locked and requesting Airbnb to facilitate the appeals process. The lack of personalized assistance and failure to receive promised callbacks have added to my disappointment. I urge Airbnb to provide a detailed explanation and address this matter promptly. Thank you. John Gabriel
Reported by GetHuman5882071 on Wednesday, March 24, 2021 1:32 PM
I'm currently hosting guests through Airbnb, and we are experiencing issues with the WiFi and other matters. I have asked the guests to leave early with a full refund, despite them already staying for a week and receiving a substantial discount. I am curious to know what sort of support Airbnb provides hosts in such situations. I feel that the current protocol is working against me as a host, causing confidence issues in Airbnb's operation and enabling poor guest behavior. I am looking for urgent assistance in encouraging the guests to peacefully vacate the premises before the situation worsens. Fortunately, no payments have been made yet.
Reported by GetHuman5889539 on Friday, March 26, 2021 9:18 AM
My friends and I recently reserved an AirB&B apartment called "De Klosse". According to the listed cancellation policy, I should receive a full refund if I cancel within 48 hours of booking. I have saved screenshots showing the policy and the exact time of my booking as evidence. However, approximately 15 hours later, we found a more suitable apartment and attempted to cancel "De Klosse". Despite expecting a full refund as per the policy, we were only offered [redacted] euros back out of the total payment of [redacted] euros. I reached out to customer service, and they advised me to proceed with the cancellation and assured me they would contact the host to request a full refund. Subsequently, the host modified their cancellation policy on the listing page. I have not received any further communication from AirB&B, and time is running out as we approach the 48-hour mark since our booking. I trust that both the host and AirB&B will honor their cancellation policy and refund us the full amount promptly.
Reported by GetHuman-tobietji on Friday, March 26, 2021 5:21 PM
I am Antwane R., and I encountered two issues with my reservation process. Today, I confirmed my reservation by paying half the amount at 12 noon. However, at 6:38, I received a text notifying me that my reservation had been canceled without receiving any email confirmation. Despite trying to reach out through the [redacted] number ending in [redacted] and waiting an hour to speak to a representative, I am still unable to access my account. The representative mentioned that I would receive an email, but I have not received any communication since booking. As I urgently need to secure accommodation for my daughter's birthday trip from May 15 to the 20th in Florida, I seek clarification on the cancellation and access to my Airbnb account promptly. Your immediate assistance in resolving these matters would be greatly appreciated.
Reported by GetHuman-bigdawgn on Saturday, March 27, 2021 2:15 AM
Five months ago, an Airbnb guest booked a room in my place for one month. She enjoyed her stay so much that she extended it for an additional 4 months. Throughout her stay, I repeatedly asked her to wash the dishes and clean up after herself in the shared areas. However, four weeks ago, another guest got frustrated with the mess and confronted her, which led to a heated exchange. Upset, she called Airbnb and made false accusations against me, claiming I was unfit to host and even went as far as accusing me of being a sex worker. Airbnb contacted me about the complaint but did not provide any details about the accuser or the allegations. I feel unfairly judged based on the words of an unhappy and vengeful guest without a chance to defend myself. I urgently need to contact someone who can help me address this situation and regain access to my account. How can I reach a supervisor or the review board since I cannot log in anymore?
Reported by GetHuman-raenewom on Thursday, April 1, 2021 1:48 PM
I am curious about why I did not achieve Superhost status this time and what steps are necessary for me to qualify. In the table provided in my basic requirements, I noticed that my overall rating is currently 4.85 instead of the target 4.9. I strive to improve and maintain my rating. My name is S. Rolle, and my listing is Noel's Loft. I am eager to receive feedback from you. Thank you.
Reported by GetHuman-sherranr on Friday, April 2, 2021 12:22 PM
I have encountered an issue with the Airbnb I am currently staying at managed by Gina from Celtic Property Management Co. The booking is under Henry Alberg, and I have been in touch with her through Airbnb. I, Kris, am his girlfriend. We have been residents for over a month until April 24, [redacted], having paid in full. Recently, our vehicle was towed unexpectedly from the designated spot, leading to the management asking us to vacate immediately without any refund or valid explanation. I am perplexed by the situation and Gina has stopped responding to my messages to address it. I am seeking guidance on how to resolve this troubling situation as it seems unjust and unlawful. I require urgent assistance from your team as this falls under your responsibility. Our contact details are phone: [redacted] or [redacted] and email: [redacted] or [redacted] I eagerly await your prompt response and much-needed advice in handling this matter.
Reported by GetHuman-bhpro on Saturday, April 3, 2021 12:43 AM
I have been reaching out regarding an Airbnb reservation under Henry Alberg, booked by [redacted] I am Kris, his girlfriend. We are currently staying at an Airbnb in Kansas City, Kansas managed by Gina. I have contacted her multiple times about our assigned parking space where our vehicle was towed without notice despite Gina stating she did not authorize it. After a call from her supposed manager threatening us and demanding we leave without a refund, we are left stranded. We have paid until April 24, [redacted], and feel mistreated by this situation as we seek a peaceful resolution. Our attempts to communicate with Gina have been unproductive. I require Airbnb's intervention to address this issue promptly. This unpleasant experience has left me disappointed, and I hope for a solution without legal involvement. Please assist quickly as my car remains in impound, and I am unable to bear unnecessary costs for a situation beyond my control. Contact me at [redacted], [redacted], or [redacted], [redacted] I eagerly await your response as I seek resolution in this challenging situation.
Reported by GetHuman-bhpro on Saturday, April 3, 2021 6:54 PM
The initial price I saw for an 8-day stay on Airbnb was $34, but when I tried to book using my new credit card, it was not accepted. After contacting customer service, I was told my bank was blocking the transaction, which the bank denied. Eventually, the new card was accepted, but the price had increased by over $10 per day. I raised my concern to another representative, who mentioned the host might have raised the price, but I found it hard to believe that the host would do so within an hour. I was frustrated by the sudden increase after all the issues with payment acceptance.
Reported by GetHuman5929567 on Tuesday, April 6, 2021 5:23 PM
Hello, I would like to cancel a reservation. I had an issue where a guest booked the property through a different platform than Airbnb due to a syncing error in the calendar. The guest who booked through Airbnb requires the dates the other guest already booked. I have already stopped using the other booking platform to prevent this from happening again. I am worried about the impact this cancellation will have on my host rating, as I have put a lot of effort into providing a great experience. Is there any way to reduce the penalty for this cancellation? I have already communicated with the guest in January via phone and text, and they have agreed to the cancellation. Thank you for your assistance. Warm regards, Tricia
Reported by GetHuman5933964 on Wednesday, April 7, 2021 6:23 PM

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