AirBnB Customer Service Issues

Archive 62

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #62. It includes a selection of 20 issue(s) reported September 30, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, I recently received an email from Airbnb warning about potential fraudulent activity. The email stated that if I've been asked to communicate or make payments outside of the Airbnb platform, it could be a scam. It also advised updating passwords if any personal information was shared. I then received a suspicious booking request from someone wanting to discuss booking my apartment to receive part of their employee's payment. The email seemed fishy, so I did not respond. I appreciate the warning from Airbnb about these types of scams and want to ensure my account is secure. Thank you for any assistance. Best regards, Francesca Birri
Reported by GetHuman5317446 on Wednesday, September 30, 2020 4:59 PM
Re: Confirmation HMFB9RDME2 at [redacted] Warnock Road, Las Vegas I would like to address the situation concerning the rental house on Warnock Road with the major electrical issues that rendered it uninhabitable upon our arrival on June 17. The lack of power and air conditioning, along with the hazardous wiring emitting smoke, were serious safety concerns. Despite this, we were not informed ahead of time and were left stranded. Michele in Las Vegas managed to find us an alternative house later that evening. I have thoroughly reviewed Airbnb's terms and conditions, and there is no mention of not receiving a full refund in such circumstances where the property is unsafe for occupancy. Given the circumstances, I believe it is only fair to waive any cancellation or service fees. I am willing to cover the costs for the Pioneer Drive rental, although it was for one day less than initially planned. I have received partial credits from Airbnb on my American Express statement, but I am now requesting a refund for the remaining balance. Once this is resolved, I will promptly settle the payment for the second house rental on Pioneer Avenue. Your swift attention to this matter would be greatly appreciated, as this issue has been unresolved for four months now. Thank you, William Hill
Reported by GetHuman-musicbil on Thursday, October 1, 2020 3:37 AM
Hello, I have a guest named Sihle looking to book two rooms for two nights for two guests each with me. The cost for one room is R1,[redacted] per day, and for both rooms, it is R2,[redacted] per day. Could you please adjust the pricing so I can confirm the booking? Thank you. Regarding Airbnb's customer support system, I found it challenging to reach a consultant directly. I attempted to contact them through email but faced difficulties due to the required "topics." Even responding to an email from Airbnb did not resolve the issue. I received a delivery failure notification indicating an issue with the recipient's email address. It seems there was an error in the email delivery process. From: H. P. Jefferys Subject: RESERVATION. Umdloti By The Sea Date: 1 October [redacted]
Reported by GetHuman-advpj on Thursday, October 1, 2020 11:51 AM
Hello, I have made reservations for a trip to Great Cranberry Island and have been attempting to reach the host without much success. The host's communication has been limited, only calling at inconvenient times. Unfortunately, due to an unexpected circumstance where the ferries are not operating past October 1, it will be challenging to make it to the island, especially since we do not have access to a boat and our vehicles do not have tow hitches. The host mentioned not being aware of anyone with a boat available for private rental, and the public rental companies are not easily accessible, requiring towing on the road (which we are unable to do without a tow hitch) or provide boats that are either too small or too large for our needs.
Reported by GetHuman5321192 on Thursday, October 1, 2020 2:57 PM
The host of my reservation in Ft. Myers assured me of a full refund for canceling with 5 months' notice. Despite the host's promises in writing and on voicemail, I have yet to receive the refund from Airbnb, who the host claimed would process it within 10 days. The host's misrepresentation has left me without the refund and Airbnb is not providing the reimbursement as stated. I have evidence of the host's assurances and correspondence with her. I understand Airbnb is the host's agent, but I feel misled as the host is failing to honor the flexible cancellation policy terms promised. I seek clarity on who is accountable for the refund, considering the situation involving both Airbnb and the host. The host's actions have caused confusion regarding responsibility for processing the refund as agreed upon.
Reported by GetHuman-wegotrhy on Thursday, October 1, 2020 3:52 PM
I am trying to cancel my Airbnb reservation. I have followed all their necessary steps, and the reservation was made within the COVID guidelines. However, Airbnb is not allowing me to cancel and receive a full credit. Despite my efforts to contact their customer service, I am unable to speak with a representative unless my check-in date is within 72 hours, which is not the case as my check-in date is 10/09/[redacted]. I am frustrated as I cannot send a message to them, and the website is only offering me half of the cost of the stay back as per the host's requirements. My reservation meets all the criteria for a full credit or a refund with proper documentation. Can anyone provide any helpful suggestions on how to proceed?
Reported by GetHuman-carol_ne on Thursday, October 1, 2020 7:17 PM
My name is Qazi Fabia Hoq, and I reside in unit [redacted] at [redacted] Grandview Way, Toronto, Ontario, Canada, M2N7B2 with my mother, Nishat Hoq, who is the owner. Due to the challenges of the Covid-19 situation, we are currently in Bangladesh. Our agent, Hisham Chishty, was meant to list our condo on Airbnb but failed to provide us with the account details. He mentioned that two groups of individuals stayed in the unit between February and April. Unfortunately, the guests left with our keys, resulting in us having to incur costs to replace them. Recently, my brother-in-law visited the condo and was shocked by the state of disarray. He reported that the living room table had stains, bottle caps were scattered, and even the vacuum cleaner charger was missing. The place appeared to have been occupied for an extended period without proper care. I am reaching out to inquire about the guests who stayed at our condo, the duration of their stay, and how we can recover any incurred expenses. Please contact me at [redacted] at your earliest convenience. Thank you.
Reported by GetHuman-qazifabi on Saturday, October 3, 2020 5:41 PM
Dear Sir, I am facing challenges trying to reach Airbnb via email for assistance. Some of the required questions are not applicable to my situation, making it frustrating. As a busy individual, I prefer email communication for problem-solving. A potential guest, Hannes, expressed interest in booking my Airbnb for a day, but due to a delayed response, the request expired. After apologizing, Hannes tried to book again. Unfortunately, I am unable to contact Airbnb to advise him on the next steps. This lack of communication is disappointing, and I seek prompt resolution. I trust that if I lose this booking due to Airbnb’s communication issues, I will receive proper compensation. Warm regards, Pat Jefferys
Reported by GetHuman-advpj on Sunday, October 4, 2020 8:50 AM
I received an email from Genevieve, an Airbnb Support Ambassador, this morning regarding my reservation with Mitchell. I mistakenly closed the ticket before reading the entire message and am now seeking clarification. The email mentions a note added to my account about being informed of "this policy," which I do not understand. I want to know what I am being cited for in my profile. I had a negative experience with this booking due to noise complaints that were not caused by me. I am eager to address and resolve this misunderstanding as I have had good interactions with previous hosts. I am willing to provide any necessary information to dispute any negative comments. I am hoping for a comprehensive response to this matter. Thank you.
Reported by GetHuman5336106 on Monday, October 5, 2020 7:54 PM
I recently checked in for my reservation HMCKMMXZHM about five hours ago. Unfortunately, the heating in the room is not functioning properly, requiring me to manually restart it every hour. This has been quite inconvenient, especially during the cold night here in Scotland. Moreover, I am deeply disappointed with the cleanliness of the bathroom. It was so filthy that it resembled a poorly maintained public restroom, complete with human pubic hair in the bathtub. This level of uncleanliness is unacceptable for any accommodation, let alone one hosting paying guests. Given these issues, I have decided that I need to cut my stay short. Could you please advise me on the process to obtain a refund for the remaining nights of my reservation? Thank you.
Reported by GetHuman-yqian on Monday, October 5, 2020 11:20 PM
Hello, my name is Catherine. I made an Airbnb reservation for a flat named Ludgunhome - Terreaux Côté Saone in Lyon, France for January 20-25, [redacted]. My confirmation code is HMN9E2YPMW. I need to cancel this reservation, but I can't remember which email I used to book it under - it might be [redacted] or [redacted] I've tried to find the reservation on my two Airbnb accounts without success. Airbnb acknowledges the reservation but won't provide the information I need to cancel it. They insist that knowing the email address used for booking is crucial for access and resolution. I'm stuck in a loop and need help to resolve this issue. Any assistance would be greatly appreciated. Thank you, Catherine Matte
Reported by GetHuman5339400 on Tuesday, October 6, 2020 4:16 PM
The mayor of Hawaiʻi County recently announced that the county will not be part of the State of Hawaiʻi pretest program for mainland visitors, meaning non-local travelers cannot stay at short-term vacation rentals. I had to cancel a reservation for a couple from Australia who booked one night before this change. This was unforeseeable at the time of booking, and I feel it's unfair to face penalties for circumstances related to COVID-19 and travel restrictions.
Reported by GetHuman5340126 on Tuesday, October 6, 2020 6:56 PM
I'm writing to express my disappointment with the Airbnb property at Run da Calcada [redacted] Magrelos Douro Portugal. Upon checking in on September 13, [redacted], we found the conditions horrific and below our expectations. After contacting Airbnb, we were moved to another property that we booked ourselves, with no assistance from Airbnb, except for a partial refund of £[redacted].42. However, an outstanding balance of £[redacted].77 remains, which Airbnb refuses to refund. Despite providing detailed information and photos of the issues to the host and Airbnb, we feel let down by the lack of service and support. The property had numerous issues such as lack of storage, chipped crockery, unsafe conditions, and poor cleanliness. Our holiday was ruined due to the property's condition and Airbnb's inadequate assistance, leading to stress and disappointment. We demand a full refund and accountability for the substandard accommodation provided. Your immediate attention to this matter is appreciated. Thank you.
Reported by GetHuman5346665 on Thursday, October 8, 2020 3:47 PM
Reservation Code HMFJZNSHFN. Property- Run da Calcada [redacted] Magrelos Douro, Portugal. The property did not meet expectations upon arrival. Despite Airbnb involvement, no suitable resolution was reached until we relocated the next day. We rebooked elsewhere and moved out promptly. Yet we are owed a balance of £[redacted].77 as per our calculations. The property's condition was subpar with various issues detailed, leading to a disappointing experience. Despite promises of no additional charges, we are still seeking a full refund for the inconvenience and disappointment caused by this ordeal. Our holiday was marred by these events, impacting our time and enjoyment significantly. We await the resolution of this matter promptly. Thank you. Chris R. Email: [redacted]
Reported by GetHuman5346665 on Thursday, October 8, 2020 4:19 PM
I recently received a booking inquiry from someone who communicates in Russian and requested to switch to Telegram. This raised some concerns about possible fraud. The link for the query I received is from Airbnb's messaging platform. The individual's Telegram username is @Dela_gud. I would appreciate guidance on how to handle this situation and prevent a negative reply rating if I choose not to respond promptly. Thank you for your help. Best regards, Jenny V.
Reported by GetHuman-bentwood on Friday, October 9, 2020 7:13 AM
I need to refund a guest before their stay. Unfortunately, both guests have tested positive for COVID-19, and I cannot risk the possibility of getting infected, as I am a caregiver for my elderly parents - one of whom has acute congestive heart failure and kidney disease. Although I'm not sure when they last tested negative, I was in contact with the guest within the 5-day cancellation period, but she wouldn't cancel to receive a refund. I'm hesitant to cancel the booking myself to avoid jeopardizing my Superhost status.
Reported by GetHuman5349800 on Friday, October 9, 2020 1:39 PM
Hello, I am seeking help regarding my recent stay in Green Bay. I encountered numerous issues with the property that require attention. The house I booked was drastically different from the photos advertised. We paid $[redacted] for what was described as a spacious, modern, and tidy home, but upon arrival, we found it to be much smaller and in poor condition. It was dusty, with paint stains on the floors, creaky old floors, and an abundance of spiders throughout. The kitchen sink and bathtubs were also dirty. As someone highly allergic to spiders and dust, the situation was alarming. I counted multiple spiders in various areas of the house, including a close encounter in the living room and dining area. The kitchen was not up to standard either, with grimy appliances and worn-out kitchenware. I am disappointed with the misrepresentation of the property and am requesting a refund of the $95 cleaning fee, plus an additional $30 inconvenience fee to address these cleanliness issues.
Reported by GetHuman5359714 on Monday, October 12, 2020 7:52 PM
Hello, I'm Sheri P. I'm writing about the reservation made for June 08, [redacted], under reservation no. HM5AC9E, under the names Art and Kay. Despite canceling the reservation well in advance, my card was charged $[redacted].65 for the condo. On the original check-in day, we had to cancel last minute due to a family emergency. Kay kindly suggested changing the dates, but due to another unforeseen family surgery, we had to cancel again over a week before the reservation. We have always had good experiences with Airbnb, but this situation has been challenging. Thank you for your assistance. Sheri P.
Reported by GetHuman-waykath on Friday, October 16, 2020 6:26 PM
I am currently staying at a place for work, doing insurance adjusting. I chose this accommodation because it advertised a full kitchen, which was essential for me. Unfortunately, the property has not lived up to expectations. There are issues with hot water, and the kitchen, which was supposed to be available for use, is not functional as shown in the misleading photos. The host's behavior has also been unacceptable. Initially, she was pushy and wanted us to leave immediately, but we agreed to depart in the morning, considering the circumstances. However, after submitting the reservation change as per our agreement, she demanded payment for an extra day and insisted on altering the dates. When I refused, she became hostile, even yelling and denying the agreed-upon refund through the app. I intend to leave in the morning, but I feel compelled to report this host for her threatening behavior and the unsafe environment she has created.
Reported by GetHuman5374589 on Friday, October 16, 2020 7:57 PM
I made a reservation for the Cozy guest house suite at a farmhouse near Parbold from October 30th to November 13th. I inquired about bringing our little dog along, but the host declined and mentioned their place isn't suitable for longer stays. I assumed she would cancel the reservation since I understood her concerns. However, when I noticed she didn't, I contacted her again but received no response. I requested her to cancel, but she still didn't take any action. Eventually, to free up her dates, I canceled the reservation. I run a successful Airbnb, the Jumby House in Antigua, where I never charge for cancellations and provide full refunds. Unfortunately, the area I planned to visit is now in lockdown in Lancashire, UK. Losing $92.50 is very stressful, especially since I'm trying to organize a visit to see my mother. I believe the host should have taken the initiative to cancel. Best regards, Lynda S. Gray
Reported by GetHuman5385791 on Tuesday, October 20, 2020 2:48 PM

Help me with my AirBnB issue

Need to call AirBnB?

If you need to call AirBnB customer service, now that you have the answers that you needed, click the button below. You can either call them on your phone or use our free AI-powered phone to dial for you, get a rep for you, and more.
Call AirBnB
Was this page helpful?
Thank you and please share!
Thank you and please share!
Needs work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!