AirBnB Customer Service Issues

I am sharing my experience with the confirmed reservation at this listing. The room I had booked was not in proper condition upon arrival. The bed was unmade and had used and dirty sheets left by the prior guest. The kitchen had unwashed dishes, and the common area was also messy. Despite the check-in time indicated as anytime after 10:00 am, I arrived at 12:30 pm in anticipation of a clean room. Upon contacting the owner's daughter, I was informed that the room had not been prepared as the owner was at work and wouldn't return until 8:00 pm. I expressed my concerns to the owner regarding the delayed preparation of the room after arriving within the stated timeframe. Given the uncertainty and security issues such as unlocked front and apartment doors, I decided to request a full refund of my payment totaling $[redacted].94 CAD due to the unsatisfactory conditions. Kindly, Katherine Anne

I (Julia) and my partner Jeremiah need assistance with an upcoming Airbnb trip booked for Thursday, June 16. Recently, on June 11, just five days before our trip, the host requested a [redacted] Euro security deposit upon our arrival, which seems to be against Airbnb's policies. The host claims the deposit details were in the house rules and contract I signed, but I cannot locate this information in the reservation or listing. When I asked the host for proof, there was no response. I am hesitant to proceed with the booking due to this discrepancy. Finding alternative accommodations last minute is challenging. I am looking to Airbnb for help in refunding and arranging new lodging. I have had positive experiences with Airbnb in the past and never faced such a situation before.

I recently booked an Airbnb and was extremely disappointed by the misleading photos the host posted. The apartment was in poor condition, with a dangerously unstable 6ft long wooden headboard attached to the wall with only 2 small screws and no proper support. The headboard fell on me while I was in bed, resulting in injury to my arm. I informed the host of this hazardous situation, but she insists on me paying for the damage. I have evidence of the shoddy state of the apartment, including photos and a video. Despite responding to the host's claim, I now seek assistance from Airbnb directly. This situation is unacceptable considering I was staying with my family, including a one-year-old. I am shocked by the host's lack of accountability. I believe I am entitled to compensation for the injury caused by her negligent equipment and the false representation of the property that I paid nearly $[redacted] for. I kindly request someone from Airbnb to address this matter promptly.

Subject: Urgent Assistance Needed for Airbnb Reservation Issue I am writing to address a concerning experience my daughter encountered with an Airbnb host. Today, on June 14th, the host displayed unusual behavior by instructing her not to contact the concierge, insisting she go to the 15th floor without a key, and becoming aggressive when she refused. This situation led to her feeling unsafe and fleeing the premises. I urgently require the following resolutions: 1. Immediate refund due to credit card limit constraints. 2. Alternative accommodation arrangement until July 15th. Your prompt attention to this matter is greatly appreciated. Sincerely, Katja

Sehr geehrte Damen und Herren, ich möchte gerne wissen, ob Sie personenbezogene Daten von mir gespeichert haben und falls ja, welche Daten (z.B. Name, Adresse, Geburtsdatum, Beruf, medizinische Informationen) und zu welchem Zweck sie verarbeitet werden. Zusätzlich benötige ich Informationen zu den Datenkategorien, Empfängern, Speicherdauer, Korrektur- oder Löschungsmöglichkeiten, Widerspruchsrecht, Beschwerderecht, Datenherkunft sowie, falls vorhanden, zu automatisierten Entscheidungsfindungen und Datenübermittlungen in Drittländer. Bitte senden Sie mir eine kostenlose Kopie meiner gespeicherten Daten bis zum 30.06.[redacted]. Vielen Dank.

Today I encountered an issue while searching for an apartment in Hamburg on ImmoScout24. A person claiming to be "Evelyn Glück" offered me an apartment via email. The rent is €[redacted] per month with all utilities included, but I was also asked for a deposit of €[redacted]. The individual preferred to handle the booking through Airbnb. I received a link to book the flat, but upon closer inspection, I noticed the URL was suspicious. The website requested payment via bank transfer to an account in Madrid, Spain. This seems to be a fraudulent scheme. The supposed landlord mentioned living in Cadiz, Spain, and couldn't show me the apartment due to work obligations. They requested payment and assured me they would handle everything through Airbnb. I feel unsure about the legitimacy of this situation and am seeking advice on how to proceed. Would it be best to involve Airbnb, ImmoScout24, as well as the cybercrime authorities in Spain and Germany to investigate this matter further?

I did not stay at the property, and my payment has not been credited. After my communication on June 6th regarding needing an apartment with AC and canceling my reservation for a refund, there has been no response from either you or the host. Despite my willingness to stay if the payment couldn't be refunded, the lack of communication is concerning. The original email specified a full refund before June 6th, but now, I'm at a different property without any refund or communication. This three-week payment needs to be sorted promptly. I expect a resolution or at least communication to address this issue. If not resolved, I will escalate this matter to Airbnb and seek legal assistance. Thank you.

I am Elisa Nabut, and I have experienced some challenges with my Airbnb booking in Mexico. We had a family celebration where nine of us, including two children, stayed at Casa Bianca in Puerto Vallarta from June 8-15, and then some of us were supposed to move to Cooliving in Guadalajara from June 15-20. Unfortunately, issues arose with the host at Cooliving. The host, Efren, initially agreed to limit an event to the garden on June 19, but later extended the hours, causing disruptions during our stay. Numerous uninvited guests used our facilities, and the cleanliness of the kitchen and bathrooms was compromised. This situation led some of my family members to book a hotel. We are requesting a refund due to these disturbances and a breach of our agreement with the host. We have documented the issues with photos and seek resolution for the inconvenience caused during our stay. Thank you for your attention to this matter.

I originally had booked a stay from Tuesday to Thursday but had to reschedule it to Wednesday to Friday due to a family issue. The host charged extra for the change, mentioning the original dates were on a promotional rate. As we wouldn't be using the space on Tuesday evening, I inquired about checking in early the night before. I offered to have the person I'm staying with pick up the key while I managed the family matter. Despite explaining our situation and the increased cost for less time in the rental, the host felt I was too focused on the price. Understanding the situation, I agreed to cancel the reservation. Unfortunately, Airbnb's policy doesn't allow me to cancel with a refund, and the host didn't want to cancel to avoid penalties. I then rebooked a different stay on Airbnb for the new dates at a more affordable rate.

Sai Krishna needed to change his reservation due to an issue with his original booking. I initially thought my Cocoa Beach property was double booked, but it turned out not to be the case. After contacting Sai, I found out he had booked with another host. When he inquired about my place later, discovering a problem with his other reservation, I approved his stay. Sai mentioned that Airbnb customer support was dealing with the issue. A while later, I was informed by Airbnb that another guest had inadvertently booked the same dates, causing a conflict for Sai's reservation. This situation cost me $[redacted].30 for two nights at $[redacted] per night after a 15% discount. I sympathize with Sai and believe both of us should receive compensation for the inconvenience.

I believe there has been unauthorized use of my property information, photos, and account details. I have reached out to Airbnb to look into this issue and provide me with a report. Managing the influx of new inquiries due to this misuse is time-consuming and reflects poorly on my reputation and on Airbnb. The problematic listing in question is named "Charming 2 Bedroom Pigeonnier House." I kindly request a thorough investigation into this matter.

On June 18, I made a reservation for an apartment in Roses, Spain from June 25 to July 5 for 4 people. I paid at 11:42 am and received a receipt. After arriving on June 25, we found the apartment was not as expected, and the 4 of us expressed our disappointment. In a mistakenly hasty move, I accidentally canceled the booking with no refund. Despite wanting to leave a review, I couldn't locate where to do so. The owner contacted me, questioning the cancellation and stating we needed to pay for our stay, even though we had already paid on June 18. After discussing with the owner, there was no clear confirmation of whether she had received our payment. Now, in addition to the [redacted] euros deposit, we are being asked to pay for damages we did not cause, totaling the initial payment of [redacted].55 CHF, [redacted] euros for the deposit, and an additional [redacted] CHF for the apartment rental. There is confusion surrounding whether payment is required.

We are currently on our way to check in to our accommodation, and we just received an email from the owners. They mentioned that they have recently redone their landscaping and have specific rules about using the lawn. The way we can access the water now involves walking on a piece of plywood. Although the property is marketed as pet-friendly and they have allowed us to bring our dogs for an extra charge, there is a concern that our dogs might be exposed to harmful substances like fertilizer. As we are on our honeymoon, we are worried about the safety of our dogs and ourselves due to the current state of the yard, which is covered in mud and hydro seed, unlike what was shown in the photos. The information was only shared with us last minute before our trip. Our code for the reservation is HMCEFTYN3M. We need guidance on how to proceed since our vacation plans are already in place. Thank you.

The appearance of the building is unsettling and seems unsafe. The property looks abandoned, with three unusable pools - one empty and the other two missing tiles. The doors appear insecure, and the pervasive smell of fresh paint may be masking mold. The road to the building is in poor condition, with the parking garage and one tower condemned. The bathroom door is also faulty. This is not the experience my family expected in Panama. We are requesting Airbnb's assistance in finding a different accommodation and canceling our current contract due to the poor conditions of the building and unit.

We have encountered numerous issues with pests like roaches, spiders, and centipedes, as well as inconsistent internet service. Plumbing problems have included human waste left outside an access point and in the downstairs bathroom/laundry room due to pipe backups. The lack of cleaning supplies such as a dirty vacuum hinders cleaning efforts. Access points are cluttered with furniture, boxes, and farm equipment. The hosts informed us of a random acquaintance staying downstairs without consulting us, which felt intrusive. Setting traps for a lost dog near our own pets raised concerns. I can provide photos showcasing the bug problems, clutter, cleanliness, and plumbing issues.

During a recent travel delay, I had to quickly find a place to stay during my layover. However, when I later learned that my flight was further delayed, I promptly canceled the reservation due to time constraints. I am now seeking a refund for this canceled booking. The host has mentioned a refund but is requesting an additional payment, which I find unreasonable given the circumstances. I have tried to address this through online channels without success. I would appreciate any guidance on how to handle this situation fairly, especially since I canceled within a short time frame of booking. Thank you for any assistance you can provide.

I received an email confirming a booking I did not make. After this, there was a $20 charge followed by another booking for $[redacted] on my Airbnb account. I have taken steps by changing my password and contacting the bank to dispute these unauthorized charges. Upon trying to check my account for any additional credit cards, I found I was locked out due to too many login attempts, likely from the hacker. I am unable to remove my credit cards or contact Airbnb for assistance as I am locked out of my account for 24 hours. This situation is causing me a lot of stress, and I need to resolve it urgently. Please get in touch with me at the earliest to advise on the necessary steps to address these unauthorized transactions.

We had to leave an unauthorized Airbnb room. The individual is circumventing your platform, boasting about taking cash payments instead of going through the proper booking process. My young son was near the washing machine, and she was impolite to him, which upset us. When I comforted my son, she intruded into the room demanding an explanation. Now we're without accommodation. You should confirm we never officially booked since we are here and seemingly not in your records. Dealing with the passing of my grandmother, I've been grieving by the river. Upon returning, I found a mental health brochure on my fridge, raising concerns about potential intrusion in our absence. This experience is a stark departure from our previous positive stays. Uncertain about our next steps. Additionally, she offers two extra rooms on top of her Airbnb listings for cash transactions.

Hello, I am reaching out for advice regarding a situation with our previous Airbnb host in Hamburg, Germany. They are making unjust claims about us moving furniture and damaging a sofa, even though it required repair by decorators. Additionally, they are accusing us of having more guests than allowed in the apartment, when we only had an extra person due to an emergency. We have apologized for this and can provide evidence of hotel bookings and flights that prove the additional person did not stay with us for the entire duration. Despite my attempts to discuss this directly with the host, they are unwilling to engage in a conversation. I would appreciate any recommendations on how to handle this. Thank you for your assistance. Best regards, Esther.

Booking Code: HM9PYZDYEE Hello. Our flight has been changed by the airline, and now we can only arrive in Barcelona at 23:30. Our host Silvia (Barcelona) cannot accommodate us later than 21:00. I have contacted my host, and she agrees not to receive payment for this night but prefers not to cancel herself as it could affect her reputation on Airbnb. Unfortunately, I am unable to cancel without fees. Could you please cancel the reservation on your end without charges in the form of a credit, as we need to find alternative accommodation on Airbnb for that night? The change was not on our end but due to the airline, AirBaltic. If needed, we can provide proof of the flight change. Thank you for your response. Best regards, Larissa.