AirBnB Customer Service Issues

I placed a deposit for a rental in Norfolk, Virginia. Upon arrival last night, I discovered the place was extremely dirty. The floors were covered in visible footprints and sticky residue, the lights in the bedrooms were not working, and the blinds were falling down or not closing properly. The bathrooms had dried urine on the floors and sand in the shower, indicating they had not been cleaned. I messaged the host about these issues, declining his offer to send someone to clean as it should have been done prior to my arrival. Feeling unsafe, I spent one night there and requested a full refund due to the unsatisfactory conditions. However, the host is insisting on charging me $[redacted] for two nights and is refusing a full refund. Assistance in resolving this matter would be greatly appreciated, especially considering the time it took me to clean the place just to stay one night.

Hello, I am reaching out to share my dissatisfaction with the recent charges by Airbnb in Australia. Shortly after confirming my booking at a property in Gold Coast, Australia, I had to cancel within 48 hours. Despite the hostess refunding most of the payment, there is still an outstanding amount of $[redacted].06 which she claims Airbnb is holding. My attempts to contact Airbnb have been unsuccessful. I feel the charge is unjust as I canceled within 48 hours of booking. It seems to be related to a one-night stay plus cleaning fees. My cancellation was on September 24th, and I have not received the refund or any response from Airbnb Australia. Can anyone assist me with this issue? Thank you for your help. Best regards, C.

Hello, I am Agus De Suajaya from Bali and I have been a host on Airbnb since [redacted], offering great experiences in my country. Recently, my account got blocked by Airbnb due to a booking made by a tourist that I wasn't aware of. I apologize for this situation and kindly request for my account to be reinstated. I appreciate your time and I hope you reconsider and provide me with another opportunity as your client. I would like to know the steps to take to regain access to my account. Thank you. Email: [redacted] Experiences: 1. Mount Batur Sunrise Jeep & Hot spring 2. Bali Volcano Jeep & Waterfall

I have taken photos of an Airbnb property that I would like to send to Airbnb. Unfortunately, when I try to email them, I receive an error message saying the email was not received by Airbnb. Emails without the photos go through just fine. I have contacted my email provider and Airbnb to check for issues, but both assure me there are none. I even asked Airbnb for an alternate email address to try, but they said no. It is crucial that I get these photos to Airbnb for various reasons, but it seems like they are not concerned. I have attempted sending one photo at a time as well. This property is terrible, and I want to prevent others from staying there, so I hope Airbnb will remove it from their website after seeing the photos.

Subject: Regarding Your Recent Stay Hello Laure, I would like to sincerely apologize for the inconveniences you experienced during your stay last night. Rest assured, this is not a common occurrence as reflected in my positive reviews. I want to address these issues promptly, and I have taken steps today to ensure such problems do not happen again in the future. Kindly submit a refund request through AirBnB, and I will ensure that you receive a full refund for your stay. Apologies once again for any troubles caused. Best regards, Anwar

I found a host named Brenda who has two listings at the addresses [redacted] E. Lush Vista View, Florence, Arizona [redacted]. One of the listings is named "Entire Home! Cozy & Quiet! Monthly Stay Discount!" I have previously stayed at her house. It is important to note that there are hidden cameras in the house. I attempted to make a reservation for a few days but Brenda informed me that the place is not available today and suggested tomorrow instead. Thank you for your attention to this matter.

Upon driving to the room I booked, Airbnb unexpectedly deactivated my account, leaving me unable to contact the host upon my arrival in Philadelphia. Despite receiving an email from them about the deactivation and promised refund, it took a month of daily calls to understand the delay and seek a resolution. Despite efforts to escalate my case to a supervisor, their promised call never came. This frustrating process led me to consider drastic measures. Finally, after a month, I was informed that a refund would be issued. However, the refund is still pending. Frustrated by this experience, I have documented my interactions with Airbnb and plan to share my story through my popular online show, highlighting the lack of professionalism in handling such cases. After discovering similar experiences from others, I aim to shed light on this issue with more interviews on my show. Seeking legal advice, I am determined to receive the refund owed to me and expose the inefficiencies in Airbnb's procedures.

Dear Airbnb Support, I am reaching out regarding a recent payment issue with my Super-host account. I updated my email address, but a payment of $1,[redacted].94 was attempted to be sent to my old email address, which did not process through PayPal ([redacted]). Despite checking with PayPal and confirming the non-payment, your records show it as paid. Below are the relevant details: Airbnb Account ID: [redacted]8 Payout ID: 0GG00TLfrIYLfKp6WoGOJ2TkzdT I have since updated my email to [redacted] on your platform. I have made multiple attempts to communicate this issue through calls and emails, yet there has been no resolution. I kindly request urgent assistance with rectifying this payment matter promptly, ideally within 24 hours. Failure to do so may result in further complications, including potential inconveniences to my guests. I appreciate your immediate attention and cooperation in resolving this matter promptly to ensure timely payments to my account. Thank you, Harriet Smith

Hello, I wanted to share my recent experience. I booked a weekend in the Berkshires on Airbnb, but upon checking out the location, it was nothing like the sunny lakeside spot advertised online. The rough road, poorly marked house, and lack of accessibility would not have been suitable for a five-day stay, especially with my husband's back issues. I decided to cancel, losing half of the $[redacted] deposit. Airbnb's rigid cancellation policy and high cleaning fees have made it costly for vacations. I hope to use more flexible venues in the future and avoid these additional expenses. I tried emailing [redacted] about my concerns, but the message bounced back. Feeling let down by the experience. Best, Lois H.

I am looking to purchase an AirBnB gift card for a friend. I prefer a physical gift card but cannot find a local vendor and don't have time to wait for it to be mailed. The online purchase site requires the recipient's name and email, but I want to give it in person at an event. Can I have the gift card with the recipient's name sent to me via email so I can print it out and give it in person?

I'm looking to purchase an AirBnB gift card for a friend, but I'm having difficulty finding a local vendor for a physical card. I prefer not to wait for it to be mailed. The online purchasing process requires the recipient's name and email address, but I'd like to give it to her in person at an event. How can I place an order for a gift card with her name on it, have it emailed to me, and print it for a personal presentation?

Hello, My friend and I booked a private room in Stockholm at Drottninggatan 71B, Norrmalm, Stockholm [redacted] 36, Sweden for two nights. We tried reaching out to the host in the morning before check-in, but didn't receive any response despite multiple attempts. Upon arriving at the address, we discovered it was a conference hall with no sign of our accommodation. We decided to cancel the booking just before check-in at 2:58 pm, receiving a refund of 77 euros (still pending). Unfortunately, we had to book a hotel at double the price due to this situation. As our reservation was made through Airbnb, we suspect we may have fallen victim to a scam. We, two international students, are now left without a place to stay. We kindly seek a full refund, compensation, and an investigation into this incident. Thank you. Yara

Hello, I am reaching out regarding an issue with a booking my friend and I had in Stockholm. We reserved a private room in Stockholm, Sweden for two nights and encountered difficulties upon arrival. Despite trying to contact the host before check-in, we did not receive any response. Upon visiting the location, we discovered it was a conference hall and not the accommodation we booked. As a result, we had to cancel the booking just before check-in time, receiving a partial refund of 77 euros. We suspect we may have been the victims of a scam. We are two international students who had to secure last-minute accommodation at a higher cost due to this situation. We are requesting a full refund and compensation for the inconvenience caused. We can provide the booking confirmation if necessary. Thank you for your attention to this matter. Best regards, Yara

Hello, I'm seeking assistance regarding my recent Airbnb experience at an apartment in the Gold Coast managed by host Katie. During our stay, the building underwent noisy cleaning activities involving a gurney and a worker spraying the building's side, disrupting our relaxation. The cleaning occurred daily during our three-day stay, impacting various parts of our apartment. The noise made it challenging to enjoy the accommodation, prompting us to leave or close windows to minimize the disturbance. Had I known about the cleaning beforehand, I wouldn't have chosen this apartment. I hope to receive a partial or full credit for this inconvenience. Thank you for your help. Sincerely, Susan K.

Hello, I made a reservation with confirmation code: HMEP4KNCFZ and Receipt ID: RC4QCJRTQT for GBP £1,[redacted].53 on October 14, [redacted]. Due to my work visa being delayed by the Irish government, I had to cancel well in advance on October 23, [redacted], long before the scheduled stay from November 2 to November 30, [redacted]. It has been more than a month, and I have not yet received the complete refund. I would appreciate information on how I can obtain a full refund of the amount. Thank you, Lena

As a former cleaner of an Airbnb apartment in Surfers Paradise, I want to bring to your attention the fraudulent behavior of the host/manager, Rebecca Easton. Following a guest's stay where the apartment was left messy after a party, Rebecca asked me to alter my cleaning report to exaggerate damages, like a pre-existing hairline crack in the vanity unit and a dent on the fridge, to make false claims for new items. Despite spending nearly 5 hours cleaning the place without payment, dealing with vomit, dirty walls, and party remnants, Rebecca tried to deceive Airbnb by faking reports. I have evidence, including text messages, to prove her dishonesty and lack of regard for others. It's important for Airbnb to address this unethical behavior and hold Rebecca accountable for exploiting the system and mistreating her staff.

I recently updated my phone number to [redacted]8, and now I am having trouble accessing my account. The system is still attempting to send verification messages to my old number, [redacted]3, which I no longer have access to. My email is [redacted] If there was an option to update my mobile number easily, it would save me from the frustration of being locked out of my account. Please assist me in gaining access to my account so I can communicate with the host of the accommodation I am interested in.

Dear Airbnb, I am Susan Feathers from Newark, NJ. I have been a public interest lawyer since [redacted], currently working at Rutgers Law School. I am facing difficulties uploading my identity documents, particularly my passport photo. Despite several attempts, the upload is being rejected. I do not drive due to a learning disability. Could I provide my Rutgers Law School ID, recent taxes, and paystubs instead? Kindly advise on alternative documents, and if possible, provide assistance. Navigating the portal has been challenging for me, and I appreciate any help you can offer. Thank you.

I need to cancel my trip to Seoul due to government restrictions. I have already spoken with the Airbnb host, Chloe, who agreed to waive the cancellation fees for me. I have proof of this conversation in my Airbnb chat. However, when I tried to cancel on the website, I only received a 50% refund. How can I ensure that I receive the full refund for my booking? Confirmation code: HMBB23Z59B Here is an excerpt of the chat conversation: "Dec 2, [redacted] [redacted] 11:40 AM Chloe, the Korean government just announced a 10-day quarantine for visitors to Korea. We need to cancel our booking as we will be required to quarantine in a government facility. Can you please waive the cancellation fee since this is beyond our control? We plan to rebook when the situation improves. [redacted] 12:24 PM Hi [redacted] I'm sorry to hear about the situation. Due to COVID-19, the fee will be exempted. Please cancel the booking as soon as you can. Feel free to make a new reservation once things get better. Thank you."

Hello, I booked a stay through Airbnb with reference number HM455F95Q2 from the 26th to the 28th of November for a two-night stay. We had to cancel on the 25th of November due to the Czech Republic declaring a state of emergency, which would require us to quarantine when returning to Switzerland. As a result, I canceled the booking and requested a refund. We have only received a partial refund so far, but given the circumstances, we believe we are entitled to a full refund.