AirBnB Customer Service Issues

My boyfriend and I stayed at a house in Lawrence, Kansas about two weeks ago. The owner, Rhonda, advertised it as nice, but it was not what was promised online. The house was not clean, had no kitchen, and Rhonda lived next door. We were not allowed to make any noise without her complaining. She accused us of stealing when we left, but there was nothing of value in the house. The place was dirty, with food left in the fridge and bloodstains on the couch. She is now claiming we owe her money, but I refuse to pay for such an awful experience. Please advise on how to handle this situation. You can reach me at [redacted] if needed.

Hello. I previously used Airbnb while residing in Ireland, but have since relocated to Croatia. Now that I am planning another trip, I am attempting to log in to my Airbnb account. Unfortunately, I am unable to access it because I no longer have the Irish phone number associated with the account. Despite knowing all other account details, Airbnb requires verification through the Irish phone number I lack access to. Although Airbnb presents an alternative verification method, I encounter an error message after submitting my basic personal information and the expiration date of the VISA card I used in Ireland. I possess identification and my old VISA card to confirm the accuracy of the information provided, suggesting an issue with Airbnb's verification process. Regrettably, I am unable to reach out to Airbnb without logging in, creating a frustrating cycle. I am seeking guidance on how to rectify this issue and gain access to my account. Thank you, Luka

I paid over $[redacted] for a 3-night stay in Kailua-Kona for my wife, Ann (Ani) Salisbury, when she first moved here. Fortunately, the taxi driver waited to ensure her safety as she encountered a disturbing situation with a man at the door claiming no AirBnBs were allowed. She had to pay $[redacted] for the taxi to take her to our new house. Despite reaching out to the host, who had a Hispanic-sounding name and a history with Airbnb, I received no response. Due to health issues and a challenging memory, I apologize for the delayed follow-up. This incident occurred around July [redacted].

I am currently stranded in Dubai due to the customer support I received. I was promised a refund and a [redacted]% off coupon for my next stay within 9 hours, which was recorded. The assistant only canceled my current reservation based on this agreement. I have been trying to reach out for a call back as promised with no success, leaving me with nowhere to go. I have screenshots of the conversation and hope the recording will be reviewed as I did not agree to these changes. This situation is now a safety concern for me as being homeless in Dubai is unlawful. I spoke with Patricia, whose contact number is +[redacted]0. I kindly request that the original settlement agreed upon with Patricia be respected.

I recently started an Airbnb management company. Our first two clients preferred not to create their own accounts, so we set them up as part of our services. Unfortunately, we are encountering an inconvenience where all payments are directed to our bank account, causing tax concerns for money we don't actually earn. I am looking for guidance on how to effectively transfer these payouts to the clients' accounts. Any suggestions would be greatly appreciated.

I recently made a reservation and paid with my credit card for an Airbnb in Puerto Rico. The total price, including all fees and taxes, was supposed to be $76. However, after entering my credit card information, the final price increased to $[redacted].74, leaving me no option but to accept it. Prior to booking, a $20 credit was applied to my Airbnb account, reducing the original price. The discrepancy of almost $26 has left me feeling confused and I would appreciate an explanation regarding the price increase.

Hello, I am experiencing some confusion regarding my Airbnb logins and connecting my Facebook account. It seems I have two registered accounts under two different email addresses: [redacted] and [redacted] I can still access the latter, while the former is inaccessible. I attempted to change the password for the first account today due to a recent booking, but now I am locked out after multiple password reset attempts. Ideally, I would like to discontinue the use of [redacted] and solely use [redacted] Is there a way to merge my accounts to retain all my information? Could a support representative please contact me via phone to assist with this matter? Thank you, Leona

I have a reservation for an AirBnB this weekend and, although we plan to respect the host's cleaning instructions, I believe the extra requests given on top of the cleaning fee were excessive. These requests were only communicated to us two days after the cancellation deadline passed. We were asked not only to wash the dishes, which is reasonable, but also to start a load of towels and strip the beds. As two single mothers looking for a getaway, we already have enough unexpected chores at home. These instructions don't consider if we are dealing with health issues like chronic pain or injuries. I am considering mentioning in my review that future guests should be prepared for additional tasks beyond cleaning. I will also highlight the positives in my review but feel it's important for others to know in advance about these host expectations. I've already contacted the host for my upcoming AirBnB to clarify their cleaning expectations, which turned out to be simpler and more manageable.

Hello, I recently reached out to a host on Airbnb to inquire about staying at their place in Italy this summer. Despite sending the message in English as I am not fluent in Italian, I have yet to receive a response, even though the host generally replies within 4 hours according to their profile. It has been 16 hours now, and I haven't heard back. The property is the only one left in the town we plan to visit during our chosen dates and has excellent ratings. If the host doesn't reply within the 24-hour timeframe, will my request vanish? Do I need to submit my request again or will the dates remain reserved until the host responds, even if it's after the 24-hour mark? Thank you, M.K.

Good evening, I am reaching out to express my discontent with the recent decision regarding a cancellation by a guest named Paul Franklin at Casa Venita. Despite offering quality service for six years, a recent incident has left me concerned. The guest expressed dissatisfaction with the room and opted not to stay, leading to a cancellation and financial penalties. I kindly asked the guest to find alternative accommodations and attempted to address the situation appropriately. However, I am now facing significant financial repercussions due to the enforced payment deduction. I vehemently disagree with this decision and urge for a swift resolution. Please contact us at (+57) [redacted]. We are ready to discuss and resolve this matter promptly. Sincerely, Julian Casa Venita Cartagena

Hello, My friend and I wanted to book a vacation in his name using my account because he is 18 years old and therefore of legal age. However, my account got locked because I am only 17 years old, and we were not aware of this restriction. We have already booked the flights for the vacation and planned to use leftover gift vouchers to finance the hotel, but unfortunately, I can no longer access the credit as I had redeemed it on my account, which is very unfortunate. Now, we are unsure how to finance our trip differently. Is there any way to access the credit, or could the account possibly be transferred to him? Can we proceed with the booking in his name on my account since he is of legal age? The account in question has the email: [redacted] We have already called the hotline several times, but we have not received helpful solutions. I would greatly appreciate a response or the lifting of the lock on the account, as we are both feeling lost at the moment. Thank you.

Hello, I am reaching out regarding my old Airbnb account that has been inactive for several years. I recently received emails from Airbnb at [redacted] regarding a reservation request for "Sicily Island: Loft in Palermo's Heart" from March 22nd to 24th, [redacted]. Additionally, I received an email thanking me for providing my government ID, which I did not do as I have not logged in for years. I attempted to recover my account by resetting the password but am unable to confirm my identity due to an outdated or incorrect phone number associated with the account. It appears that someone else is now using my account, and I would appreciate any assistance in regaining access to it. Thank you in advance. Best regards, Corbinian Röpke

I am reaching out via email urgently due to an issue I am facing. I contacted the owner of the Airbnb I am scheduled to stay at, indicating my arrival at 2 am on 14/03/[redacted] (which is after the official check-in time). The owner replied saying there was no place to leave the key for my late arrival and it couldn't be accommodated. This caused me to experience a panic attack, prompting me to book a hotel room for that night. The owner's refund policy only covers the cleaning fee if charged. After reviewing Airbnb's guest policy, I learned that guests can cancel if hosts fail to fulfill their obligations within an hour after check-in and receive a full refund. I called yesterday and spoke with Steve who assured me that I would get a full refund and the Airbnb booking would be canceled once he speaks with the owner. However, I received a message this morning stating I would not receive a refund unless I cancel the booking myself. I explained that canceling on my end would not guarantee a full refund as the owner did not specify the key handover time. I can provide evidence of my conversation with Daniel (the host) to support my case. I urgently need a prompt response as my reservation is due tomorrow.

We made a reservation in Miami South Beach at Barcelona Studios with reservation code HMYAMSX4WP under the name of Engin Serkan Bektas. We paid half the amount and were planning to pay the remainder upon arrival. Unfortunately, Airbnb attempted to charge the second half, but our credit card was disabled for online transactions due to security measures, resulting in the cancellation of our reservation. The notifications from Airbnb went to our junk mail, and we only discovered this issue when the refund came through and our bank informed us. We are truly shocked by this turn of events. If we had been alerted in advance about the second payment, we could have made arrangements with our credit card. With only 5 days left before our trip, we are facing a challenging situation. Your assistance would be greatly appreciated. Thank you.

Hello, I am a frequent Airbnb user and recently had a booking experience with them. I reserved rooms for a group of 11 friends on one date and for 4 friends on another date. While the first booking went well, unfortunately, the second one was a nightmare. My friends were supposed to check in from 16th March [redacted] to 20th March [redacted] at 16:00. Despite trying to contact the host from 14:00, they did not respond, leaving us stranded for about 5 hours. The address provided was incorrect, leading us to a sketchy neighborhood at [redacted] Jersey City instead of the correct [redacted] Jersey City. This caused a lot of stress and forced us to spend $[redacted] on a hotel due to lack of accommodation. I kindly ask for a refund of $[redacted] and urge Airbnb to address this issue promptly. Thank you.

Hello, I would like to share my recent experience with booking rooms on Airbnb. A few days ago, I made two separate bookings for a group trip with 11 friends traveling on the same date and 4 friends arriving a few days later. While the first booking went smoothly, the second one turned out to be a nightmare. The dates for the second booking were from March 16th to March 20th, and our friends were scheduled to check in at 16:00. Despite attempting to contact the host from 14:00, we received no response. Eventually, we discovered the host had provided the wrong address - listed as [redacted] Jersey City but actually located at [redacted], with a less than desirable neighborhood nearby. This mix-up led to a stressful situation where we had to find alternative accommodation, costing us $[redacted] for a hotel stay. I kindly ask for your assistance in resolving this issue and requesting a refund of $[redacted] for the unfortunate circumstances we faced. Thank you for your attention to this matter.

I urgently require your assistance with this matter, please. My mother, Elna Nel with the ID number [redacted][redacted], who resided at Nels Inn, 7 Heide Street, Perlemoenbaai, Gansbaai, was an Airbnb host. Unfortunately, she passed away in July [redacted]. Tonight, at 7:00 PM on 19th March [redacted], we were surprised by guests arriving that we were not expecting. We believed her Airbnb account was inactive since she had not been active since April/May [redacted]. We are unable to access her phone, computer, email, or accounts. We returned home to check on things and found these guests. Guest Details: Guest Name: Adrian De Lange ID Number: [redacted][redacted] Contact Number: [redacted] Reference Number: HMQMAMRWTA Booking Dates: 19th March - 2nd April [redacted] 4 Guests Amount Paid: R [redacted].83 I would like to verify if this booking is legitimate with Airbnb and if Adrian De Lange made a full payment into E Nel's Standard Bank account. We lack access to her accounts and are uncertain of the legitimacy. Although they have settled in the apartment, I seek confirmation from Airbnb as we will have expenses if they stay for the full 14 days, and we are unsure. Please inform me. Considering we were unaware, who would have given permission, responded, or confirmed this booking? Your assistance in this matter is greatly appreciated. Please confirm the guest details. Sincerely, Elana Nel

I urgently need your assistance regarding a recent booking issue. My late mother, Elna Nel, was an Airbnb host who passed away in July [redacted]. Tonight, we were surprised by guests arriving at Nels Inn, unaware of any bookings because we believed her Airbnb account had been inactive since April/May [redacted]. Unfortunately, we cannot access her phone, computer, email, or accounts to verify this booking. The guests are as follows: - Guest Name: Adrian De Lange - ID Number: [redacted][redacted] - Contact Number: [redacted] - Reference Number: HMQMAMRWTA - Booking Dates: 19 March - 2 April [redacted] - 4 Guests - Amount Paid: R [redacted].83 We would like to confirm the legitimacy of this booking with Airbnb and whether Adrian De Lange made a full payment to Elna Nel's Standard Bank account. We are unsure how this booking was confirmed without our knowledge and seek clarification to cover any expenses incurred during their 14-day stay. Any assistance in confirming the guest payment would be greatly appreciated. Kind Regards, Elana Nel

Good Morning, A few days ago, I was searching for an apartment online for a few months. I was contacted via my personal email by a person offering a nice flat in a good area of Milan at a great price. They suggested using Airbnb for the transaction. We were to follow the normal procedure. Despite my experience with Airbnb, I felt something was off. The person requested my ID before listing the property for booking and asked for a deposit of two months' rent and the advance rent. When I questioned this, mentioning that Airbnb had all my verified details and did not require this, the person vanished. It seems like a scam to get money for a property they do not own. I have emails detailing this and the name they are using to commit fraud. Feel free to reach out. Best regards, S.S.

I currently have two account issues that need attention. Firstly, I have an existing ticket for my first problem. My old email address, [redacted], is linked to my current phone number, [redacted], but I cannot access this email anymore. Unfortunately, I have not received any updates regarding the ticket from your team. Secondly, I used my husband's phone number today to successfully book a listing. However, I encountered difficulties when trying to book more places during our trip due to the app's search function not allowing me to input specific dates. As a result, I switched to the web browser to continue booking, but now I find myself locked out of my account. I would greatly appreciate your assistance in resolving these account issues promptly. It is crucial for me to seamlessly navigate between the app and the web browser using the same phone number and email. Your help in this matter would be highly valued. Sincerely, Renda