AirBnB Customer Service Issues

Archive 71

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #71. It includes a selection of 20 issue(s) reported September 9, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
It seems that Airbnb cancelled my account without informing me. I was aware that my Superhost status was temporarily suspended due to the lack of guest requests during the Covid-19 pandemic. Now, I have potential guests interested in booking, but I am unable to contact them as my account is blocked. Airbnb is sending me messages with limited time to respond to reservation requests. It's frustrating that I can't communicate with these potential guests. Do I need to re-upload all my photos and reapply for an account? I've always had positive experiences with Airbnb, and I'm unsure why this issue has occurred. Any assistance would be appreciated. Thank you.
Reported by GetHuman-arlsis on giovedì 9 settembre 2021 13:03
Today, a guest unexpectedly booked our unit without our knowledge. Due to the current restrictions in Manila, we are unable to accommodate them. We discovered the booking an hour later and tried unsuccessfully to reach out to them as we were out of coverage area. When the guests arrived, we explained the situation and suggested they cancel on their end since we couldn't cancel it as hosts. However, they refused, worried about not getting a full refund. Our unit requires a minimum stay of 14 days, but the guest booked for only 3 days. This situation is becoming difficult to handle. Any suggestions on how to resolve this would be greatly appreciated.
Reported by GetHuman-chetn on lunedì 13 settembre 2021 08:17
I am looking to find out the cost of a property in Rome, Italy for a stay from November 18th to 24th. The listing is on Airbnb but is already booked for those dates, so I can't see the price. My friend plans to cancel her Booking.com reservation for those dates, and I would like to book the property on Airbnb instead. Could you please provide me with the total price for 6 nights at Casa di Emanuela on via Emanuele Filliberto near Termini in Rome, Italy for the specified dates? Once the other booking is cancelled, I will proceed with booking on Airbnb. Having the total cost beforehand is crucial for me to make the reservation. I am eagerly awaiting your prompt reply. Thank you very much for your assistance. Best regards, Phiroza Paris
Reported by GetHuman-phirozap on sabato 18 settembre 2021 14:50
Dear Team, I am writing in response to your email regarding the cancellation fee charged to me for an incident in June [redacted]. As an Airbnb superhost, I have always been informed that there would be no charges for cancellations. During that period, due to government regulations and lockdown restrictions because of Covid-19, it was impossible for me to host any guests. Considering I had blocked off my calendar for the entirety of [redacted] due to the ongoing pandemic, I am puzzled as to how a booking was even possible. I kindly request that you confirm via email that the appropriate refund has been credited to my account. Thank you, A.
Reported by GetHuman6616764 on domenica 19 settembre 2021 10:37
Dear Team, I received your email yesterday regarding the cancellation fee from June [redacted]. I want to clarify a few points: 1. As an Airbnb superhost, I was informed there would be no charge for cancellations. 2. Due to Government Regulations and Covid-19 lockdown, I was unable to host guests. 3. My calendar for [redacted] was blocked off because of the pandemic, so I am unsure how a booking was made. Please confirm via email that the appropriate amount has been credited to my account. I appreciate your prompt attention to this matter. Thank you, Albert
Reported by GetHuman6616764 on domenica 19 settembre 2021 10:39
I've been having access issues on and off with my AirBnB account since I rented out my flat through Airsorted in [redacted]. Last night, I changed my password on my iPhone, which seemed fine, but today I can't access my account at all. When I try to reset my password via email, everything goes smoothly until AirBnB wants to text or call me on a number I don't recognize, possibly still linked to Airsorted. Verifying through Facebook isn't working either; the system freezes. I just want to regain access to my AirBnB account, ensure my email and phone number are correct, and confirm there's no lingering connection to Airsorted on my account.
Reported by GetHuman-alex_dar on lunedì 20 settembre 2021 14:55
Subject: Formal Complaint: Deposit Refund for Cancelled Villa Booking Dear AirBNB, I need to formally address the issue of my Villa booking cancellation. On the 06th of November [redacted], my family's trip to Lanzarote had to be cancelled due to unforeseen circumstances we encountered. Despite attempting to reschedule, the high cost of flight changes made it impossible. I am dissatisfied with the handling of my situation regarding the loss of our deposit. Despite canceling 8 weeks prior to the trip, the full refund of [redacted]£ deposit and service fee out of the total [redacted]£ seems justified. I have sought advice from UK Citizens advice, who confirm that deposits should only be a fraction of the total cost, with clear justification for any excess. I have faced unhelpful responses from both AirBNB support and the villa owner, failing to provide a transparent breakdown of costs incurred. As per UK consumer law, unfair terms, particularly regarding deposit refunds, cannot be enforced against customers. If this matter remains unresolved, I will pursue legal action for a full or partial refund and associated costs incurred. Sincerely, Peter J. E. [redacted]
Reported by GetHuman6621527 on lunedì 20 settembre 2021 18:22
I have tried multiple times to delete my house hosting account via email but have had no success. Due to COVID, my house is not available for hosting. However, someone has been booked to stay at my house for 2 days, and I am no longer hosting. Please assist the guests and remove my profile for hosting. The name of my property is Jozelle in Sasoburg, Freestate, South Africa. It seems that guests are arriving today for a 2-day stay. Please do not make any payments to me as I am not hosting anymore. I am unable to contact the guests since no details have been provided. I've been trying to reach out via email as one of my accounts is inaccessible. Please help remove my profile and assist the guests who were booked without my confirmation. Thank you.
Reported by GetHuman-gielier on venerdì 24 settembre 2021 05:08
I had guests booked through Airbnb on September 16-17, [redacted]. We completed the payout and exchanged reviews. Unfortunately, we encountered a problem as the guest, Roderick M. from Malawi, accidentally took the decoder remote control. He mentioned that he had mistaken it for his phone and discovered it only at the border. We expected him to return it promptly via courier, as replacing a remote control is costly, ranging between P300-P450. It has been 7 days, and we have not received it yet. He had promised to contact us for the correct address to send it back, but we haven't heard from him. Kindly request the guest to send us funds for a new remote control as we are uncertain about the condition of the missing one. Apologies for the lengthy message. - Ellen
Reported by GetHuman6636500 on venerdì 24 settembre 2021 14:13
We had a reservation for an Airbnb rental in May, which got canceled last week. Airbnb refunded us and provided other property options. We chose a place in the northern part of Palm Springs called "Privacy & Distance w/Heated Pool/Spa for 4" hosted by Ginny. When I, Nelson H., tried to book Ginny's place, there were issues with the system. After speaking with Airbnb's representatives, I realized there were mix-ups with phone numbers on our account causing the problem, but they helped correct it. Even with updated information, I'm still unable to complete the booking due to reaching the system's attempt limit. I've been instructed to wait 24 hours before trying again. Please assist us promptly; we are eager to secure the reservation and escape the cold for a month.
Reported by GetHuman6638253 on venerdì 24 settembre 2021 21:53
Hi there, I'd like to discuss a concerning situation involving an Airbnb host suspected of using drugs. While I understand and support medical marijuana use, my friend staying at the Airbnb believes the host might be using harder substances like meth. This has caused my friend anxiety, leading them to contact me regularly for reassurance. We wish to address this discreetly to avoid any hasty decisions by Airbnb that could leave my friend without accommodation during their extended stay. Please advise on possible courses of action to ensure my friend's safety and well-being without causing financial strain. Any help in relocating to a safer place while accommodating their pet would be greatly appreciated. Thank you for your assistance. Jacob
Reported by GetHuman6638812 on sabato 25 settembre 2021 02:14
Dear Sir/Madam, I'm writing to discuss a scientific project. I'm a researcher at a Turkish university focusing on marketing, specifically studying digital sharing platforms like Airbnb and the trust among renters and customers. For my study, I need input from individuals. The survey is brief, taking only 5-6 minutes to complete and doesn't request any personal details. Your cooperation in sharing the survey link on social media or through your Uber application to users would greatly benefit my research, your company, and Airbnb users. Your assistance in this matter is highly appreciated. Thank you for your time and consideration. Best Regards
Reported by GetHuman-rusenakd on lunedì 27 settembre 2021 08:04
Hello, I came across an apartment rental offer in Zwolle on Facebook, and after expressing interest to the user, we continued our conversation via email. Unfortunately, it turned out to be a scam. I have all the communication documented and can provide it as evidence. The individual, pretending to be a woman, directed me to a fake Airbnb link to make the rental process seem safer. I transferred money through this link for the apartment and then lost contact with the person. Despite paying, I never received the rental. I attempted to contact Airbnb, but I am reaching out here for assistance as advised by my bank. Any help would be appreciated. Thank you, Dagmar M. Email: [redacted]
Reported by GetHuman-dagmarma on martedì 28 settembre 2021 15:06
I have travel credit from a booking made on February 21, [redacted], for a 7-night stay from April 27 to May 4, [redacted], in Portugal with confirmation code HMNDF3NZRW. Due to the pandemic, I received travel credit on April 7. On September 22, [redacted], I was informed of a travel credit extension via email. However, the credit was not deducted from my recent booking in Devon, UK, made on September 28, [redacted]. I have reached out to Airbnb support, but I encountered issues with my email accounts. Please assist in deducting the travel credit from my recent booking or refunding it to my bank account. Kindly respond promptly. Thank you. Regards, W.M. Gallagher
Reported by GetHuman-pwgall on venerdì 1 ottobre 2021 07:45
Hello, I accidentally made a reservation while browsing for houses. Since my PayPal is linked with Airbnb, the booking was confirmed instantly, but it was a mistake. I reached out to the hotel to explain, and they mentioned they couldn't help due to Airbnb's cancellation policy, advising me to contact Airbnb directly. Could you assist me in canceling the reservation and receiving a refund? Thank you, M.S.
Reported by GetHuman-manelcso on domenica 3 ottobre 2021 09:47
Airbnb, I am reaching out about a review discrepancy regarding a positive review left by guest Joachim Pfeiffer after their stay with me from September 17th to September 22nd, [redacted]. The review was written in German and I suspect it may not be visible due to the language. I believe translating it to English or enabling the translation tool would benefit my listing. Below is the review I received: "This house is full of history and full of memories. They are present through Rodanthe's stories and photos from grandmother's time. What a wonderful alternative to modern hotels and vacation rentals that lack history and uniqueness. The Venetian-style captain's houses were built in the north of the city in the 19th century. Grandmother's house has been recently renovated but still exudes the essence of the 19th century when trade ships added to the city's wealth. The bedrooms boast beautiful old wooden floors, and the living area and kitchen feature marble floors that stay cool even in the heat. I particularly enjoyed the view from the north bedroom, with a small desk overlooking the sea. The garden, though currently sparse, will soon be lush. We had a delightful stay, thanks to Rodanthe and her family. The house is spacious with multiple bedrooms and a fully equipped kitchen. There's a courtyard at the entrance and a large balcony at the rear for peaceful sunset views. We spent many evenings there. We explored the city and the old castle with stunning views of Oia and the island. Despite being close to bustling streets, the house is remarkably quiet. Rodanthe was always prompt in her responses and offered great suggestions. We would love to return." Thank you in advance for your assistance. Rodanthe
Reported by GetHuman-rscourte on martedì 5 ottobre 2021 16:22
Subject: Concerns about Recent Stay booked through AirBnB Dear Concerned Party, I am writing to express my dissatisfaction with our recent stay booked through AirBnB. We intended to stay for two nights but decided to cut our trip short due to several issues: -The bed linens appeared unclean and caused itching. -The jacuzzi was dirty, leading to skin irritation. -We felt the cost did not match the quality of the place. Regrettably, the host has not agreed to issue a refund despite our concerns. According to your policies, guests may be eligible for a full refund under the Guest Refund Policy if issues are reported within 24 hours of discovery. I am eagerly awaiting your response to address this matter promptly. Thank you, VVC
Reported by GetHuman-venusvan on giovedì 7 ottobre 2021 09:26
I had a reservation at an Airbnb rental in Montauk, NY from October 9th to 11th, [redacted]. I contacted your company on the evening of October 9th, [redacted], and shared pictures detailing my concerns. The room was unsatisfactory as it was dirty, had a moldy smell, mold in the AC/heater units, hair and water on the bathroom floor, a wobbly toilet, sand in the bedroom, on the dresser, and the floor, and a bathroom with no door, just dirty stained curtains. As a person with pulmonary fibrosis and a disabled veteran, I expected better from your company. Due to the unacceptable state of the rental, we were unable to stay. My health was impacted, making it hard for me to breathe. My wife also has medical issues and cannot drive at night. We had to drive back home (approximately 90 miles) on Saturday night and return on Sunday for our son's wedding, which was very upsetting. I am seeking a full refund as the apartment was uninhabitable for me due to my medical condition. Despite attempting to reach the host multiple times, I received no response. I can provide medical documentation if needed. I am disappointed in Airbnb's lack of support for customers, especially considering the issues we faced during our stay. I also encountered difficulty rating the hostess due to an error message when trying to open the rating request.
Reported by GetHuman-vmemorex on giovedì 14 ottobre 2021 18:00
Hello, I am encountering a dilemma as I attempt to access my Airbnb account. I recall setting up an account using my email address many years ago, but I am unable to recollect the password. No matter what steps I take, the result remains consistent: the account either does not exist or it does for [redacted] My attempts to reset the password via phone have been unsuccessful: 1. Provide the phone number linked to the account 2. Enter the 6-digit code sent to the phone 3. It states that an account already exists for [redacted] - suggests logging in instead When trying to log in: 1. Input the email address 2. It indicates that no account exists for the email provided In the case of signing up: 1. Input the email address 2. It shows that no account exists for the given email address I am hoping to overcome this dilemma and successfully reset my password. Thank you, Jeanette
Reported by GetHuman6728005 on mercoledì 20 ottobre 2021 21:38
Hello, I require assistance in unlocking and restoring my account. I was a previous host with excellent ratings from 2[redacted]. Unfortunately, due to personal circumstances involving my ill father, I rented to an unverified customer who caused damage and falsely portrayed the situation, leading to my account being disabled. Given the urgency of needing my City of Seattle tax B&O number for an unemployment claim, I urge for my account access to be reinstated promptly. My name is Barbara S. Morgan, and I can be reached at [redacted]. Thank you.
Reported by GetHuman6724752 on sabato 23 ottobre 2021 03:35

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