AirBnB Customer Service Issues

I missed the 48-hour cancellation window by 2 hours and I have been trying to reach out to the hosts to find a compromise as they have £[redacted] of my money due to the cancellation. I booked the property for 50 hours initially. It feels unfair that there has been no acknowledgment from them regarding the refund request. Airbnb mentioned they have been unable to contact the hosts and there seems to be confusion about their location - French Polynesia or France. Despite Airbnb's assurance to call me this morning, I have not received any calls as of 12.36. The provided phone number was incorrect, adding to my distress over the situation. I feel at a loss with no resolution in sight.

Bonjour, Je souhaite signaler que c'est la deuxième fois que cela se produit. Lorsque j'ai demandé à réserver la maison, on m'a informé qu'elle était réservée pour la famille. Cependant, la disponibilité de réservation laisse penser le contraire, ce qui perturbe ceux qui souhaitent réserver. Ce que j'apprécie chez Booking.com, c'est la liberté de réserver sans risque d'annulation une fois la décision prise, ce qui est plus efficace et rapide. Malheureusement, actuellement Booking.com offre des appartements, ce que vous faisiez aussi auparavant. Il serait judicieux de trouver un moyen de vous démarquer. Cordialement, P. Saada

I had a reservation in North Carolina in August [redacted] and inquired with the host about the cancellation policy due to an approaching hurricane. Despite being promised a full refund if a hurricane watch/warning was issued, I only received 50% back. Despite multiple attempts to resolve this with the host and Airbnb, I faced delays and rudeness when trying to get the rest of my refund. After involving my credit card company and a significant back-and-forth, Airbnb agreed to issue the remaining refund within 5 to 15 business days. However, after waiting past the given timeline, I have still not received the refund. Despite ongoing communication with a support assistant, the issue persists, and I have not received the promised $[redacted].76 refund. I escalated the matter with Airbnb and also filed a complaint with the Better Business Bureau against the host but have not received a resolution yet.

I recently received an email stating that a guest had been denied a stay at my Airbnb due to an emotional support animal, which is inaccurate. Even after following the recommended protocols for handling such situations to prevent abuse, my account has been flagged for further review, which I find unjust. The guest's reservation was canceled because the room was not prepared late in the evening, not because of the animal. Additionally, the guest mentioned needing two emotional support animals, raising questions about Airbnb's policies on animal limits. If hosts cannot dispute guests' claims effectively, the system may be exploited. It feels unreasonable to expose hosts to potential abuse from guests. I attempted to contact Airbnb by phone but was unable to speak with a representative. I would appreciate a call to address this issue. Thank you, R. Cohen.

Hello, My name is Gisela von Maltitz. I have been an Airbnb host in Lindau, Germany for several years. On June 3, [redacted], I received the following email: "Hello Gisela! Unfortunately, we have bad news: Your listing still does not meet guests' expectations, and the overall rating is among the lowest on Airbnb. Therefore, we have suspended your listing and will remove it from the Airbnb platform on September 9, [redacted]." This concerns my listing, the "Roter Salon." I have checked my recent bookings for reviews and found that guests either rated the room with 4 stars or did not leave a review. These are the bookings: - Sophie: 03/11 to 03/14/21 - No review - Panagiotis: 03/29 to 04/11/21 - 4 stars - Tobias: 04/03 to 04/05/21 - No review - Abhay: 05/08 to 06/01/21 – No review yet - Anastasia: 06/01 to 06/02/21 – No review yet - Marius: 06/02 to 06/03/21 – No review yet Due to the pandemic, we have had no other bookings in [redacted]. The last booking was from 10/31 to 11/01/20 by Christian. I cannot understand the suspension and removal threat, and I request a prompt resolution. Thank you very much. Warm regards, Gisela von Maltitz

Good morning, my name is Gisela von Maltitz. I have been a host on Airbnb in Lindau, Germany for several years. On [redacted], I received the following email: "Hello Gisela! Unfortunately, we have bad news: Your listing still does not meet guests' expectations, and the overall rating is one of the lowest on Airbnb. As a result, we have suspended your listing and will remove it from the Airbnb platform on [redacted]." This concerns my listing "Roter Salon." I have reviewed the recent bookings for guest feedback and found that the room was either not rated or received 1 star from guests. The guests were: Sophie from [redacted] - no rating, Panagoitis from [redacted] - 1 star, Tobias from [redacted] - no rating, Abhay from [redacted] - no rating, Anastasia from [redacted] - no rating, and Marius from [redacted] - no rating. Due to the pandemic, there were no bookings in [redacted] except for Christian from [redacted], who rated it with 5 stars. I cannot understand the suspension and removal threat, and I kindly ask for a prompt clarification. Thank you very much. Best regards, Gisela von Maltitz.

Hello, I am experiencing difficulties with my account. I need to update my email address, but I have forgotten my password. Due to the pandemic, I haven't used Airbnb in a while. I attempted to change my email, but I require access to my old email which I no longer have. I still have the same phone number and was hoping it could be used for verification. I've reached out regarding a booking and want to proceed, but changing my email is necessary. If I book with the old email, important information will go there, not to my current email. My old email is [redacted], and my new one is [redacted] My account is linked to my Facebook. Please feel free to ask me any questions to confirm my identity.

Hello, I discovered a rental property on a different website and communicated with the host through that platform. The host proposed renting the property through Airbnb, which I agreed to. However, when I searched on Airbnb, I couldn't find the property listed. The host explained that they only selectively list their property on Airbnb and it is currently on standby. To proceed, the host needs to register me on Airbnb and requested my name, country of residence, exact stay dates, and the number of guests. Once I am registered, Airbnb will send me a link to book the property. I am seeking clarification on whether this process is legitimate. Has anyone else encountered a similar situation before? Thank you for your help. Best regards, Eva

Hello, I made a reservation for a house for June 5-6, [redacted]. It's described as a cheerful 3-bedroom residential home with plenty of space and amenities like a backyard deck, fire pit, BBQ grill, indoor sauna, and a workout area. My confirmation code is HMZEJYD4XC. Unfortunately, the house is in very bad condition. The air conditioning in both rooms made a lot of noise, which kept us awake all night. Despite contacting the host, the issue was not resolved, leading to a horrible trip experience. Additionally, one of the bathrooms had no door on the first floor, making it unusable, and the second-floor restroom had no lock on the inside, creating an uncomfortable situation. I paid for one night through Airbnb but ended up sleepless and disappointed. This experience has ruined my entire trip. I hope this matter can be addressed promptly. Thank you, Sultan A.

I recently received a notification about the cancellation of a reservation I had made, stating that the homeowner had an accident and could not accommodate us. This news came at the last minute, leaving my family and me without lodging for part of our trip. It has been challenging to find an alternative within our budget or as suitable as the initial booking. Any assistance or guidance from ABNB in this matter would be greatly appreciated. Thank you, Barzin.

I want to share my experience regarding a booking made by my son on May 14th for a location at [redacted] Greenlee St, Fort Worth TX [redacted] on June 18th & 19th for a party. Initially, we were under the impression that parties were allowed at this location, which was essential for my younger son's birthday celebration. However, on May 25th, we were informed via email that parties were not permitted at the property. Despite our disappointment, we agreed to consider an alternative location, preferably close to Dallas due to our unfamiliarity with Fort Worth. We emphasized that the event would be a small gathering, not a large party, and provided further details on June 3rd. Unfortunately, communication has been lacking, and we have yet to receive a new location or any updates as the event date approaches. The existing refund policy poses challenges as we are not canceling but rather being forced to change plans due to unforeseen circumstances. This situation has caused inconvenience and stress, jeopardizing my son's 16th birthday celebration. Any assistance in resolving this matter and ensuring a special day for him would be greatly appreciated.

I have reached an agreement with an Airbnb host for a stay in Chiavari, Italy from Dec 1, [redacted], to Feb 14, [redacted], at a total price of $6,[redacted] euros, excluding fees. The host needs to make a special offer, but is unsure of the process. Kindly provide me with the necessary steps for both of us to follow to finalize the booking. I will then inform the host accordingly. Thank you, Terry T.

Hello, I have an account under the email [redacted] that I created years ago. I needed to reset my password because I couldn't remember it. However, when I request a new password, I receive a confirmation on my old phone number ending in [redacted], which prevents me from accessing my account. Could you please update my phone number to [redacted] so I can activate my new password and access my account properly? Thank you. - Lucie Le Borgne

Dear Airbnb, On 9th June, I received an email alerting me about an attempted account access from a Chrome Android device in Hangzhou, CN. In response, I promptly changed my password on the UK website where I am registered. Following the password change, I was instructed to enter a code sent to my mobile number for account verification. Despite entering the codes as instructed, my account was still locked for security reasons after multiple attempts. I appreciate Airbnb's commitment to account security, but after changing my password and providing the verification codes, I expected to regain access without further hindrance. The continuous requests for verification codes have left me unable to log in to my account despite following all the prescribed steps. I kindly request assistance in resolving this issue promptly. Thank you.

Dear Airbnb, I would like to bring to your attention the issues we encountered during our rental experience. Our trip started well, but we faced significant challenges that affected our vacation negatively. We were unable to go out at night until Friday due to the complex painting the parking lot, resulting in half of the parking spots being closed. This caused all residents to park in other people's spots. On one occasion when we went out on Wednesday, my husband had to wait in the car for over two and a half hours for a parking spot to become available as there was no street parking. Additionally, the pool, which was the main reason we booked this Airbnb, was closed until Thursday of that week. This unexpected closure significantly impacted our vacation experience. Despite trying to resolve these issues directly with the owner, we have not received any satisfactory solutions. I would appreciate your guidance on this matter. Thank you.

I need assistance with my AIRBNB booking for 4 months in SF from Nov 1 to Feb 28, [redacted]. When trying to pay, the site requested my phone number but did not recognize it despite multiple attempts over the past 3 days. The error mentions sending a code by text, which they cannot do if my number isn't recognized. I have communicated with the host through their listing and received an expiration warning for the offer in your last email. My profile page does not prompt for a phone number, causing me frustration. Trying to call the provided number resulted in all circuits being busy. I am in urgent need of help as the situation becomes more critical. Additionally, the listed "BEST" phone number seems to be out of service.

Hello, I would like to cancel my trip that I booked last night and get a refund. I tried to contact the person but haven't heard back. I found a more suitable Airbnb closer to my activities. I called the person to ask for a direct cancellation, but she insists on using Airbnb messages. I want to know the steps to follow as it's confusing that the accommodation is non-refundable when I cancel the next day. Please advise me on what I can do. Thank you. Best regards, Sabina C.

I have an Airbnb listing and appreciate the platform's assistance in finding renters. However, there have been instances where Airbnb changed my rates upon inquiry. For example, my rate is $[redacted] per night, but Airbnb quoted $[redacted], resulting in a lost booking. Recently, they adjusted my rate from $[redacted] to $[redacted] per night in another inquiry. This inconsistency is frustrating and could harm my reputation. I want to ensure my rates remain as set due to my costs. How can this issue be resolved to prevent further confusion and potential loss of bookings?

My account was locked by Airbnb in July [redacted] due to a 'terms of service' issue involving guests at my youth hostel. I no longer need access to the account, but I require my gross earnings report from June and July [redacted] to fulfill my legal obligations with the county TOT department. Despite taxes being paid through Airbnb, they are failing to provide me with my earnings records. I had accessed this information easily before being locked out on July 31. Numerous emails have only yielded standard responses and delays. The county deadline is approaching, and they recognize Airbnb's responsibility in this matter. I urgently need the relevant pages from my previous account sent to my email address. My husband, still an Airbnb guest, will contact Airbnb to address this issue. This lack of assistance is not unique to me, and I hope Airbnb can resolve this promptly, as their reputation among hosts is suffering as a result.

Hello, I am having trouble logging into my account to book something urgently. The system is asking me to log in through Facebook, but I can't remember my password. When I try to reset my password, I keep getting letters instead of the number code the system requires. I have tried to reset it via SMS and email, but it's not working as expected. I don't even want to change my Facebook password. I previously logged in with Facebook, and now I am unable to use Google or Apple for login. Creating a new account is not an option because I have the same email address. I am feeling very frustrated as I really need to make a booking. Thank you for your help in finding a solution to this issue. Best, Ana S. E.