AirBnB Customer Service Issues

We submitted an urgent dispute with our host 24 hours after arriving at the apartment. The issues we encountered are as follows: 1. Misleading advertising about beach access requiring additional payment. 2. Misleading advertising about pool access requiring extra payment. 3. Misleading advertising about gym access requiring payment. 4. Lack of water pressure, resulting in daily showers at the pool facilities that also require payment. 5. A broken dishwasher and other minor problems. We paid over €[redacted] / $[redacted] for a 10-day stay at a disappointing facility. Despite reaching out to the host, we have been completely ignored. An internal email from Airbnb, mistakenly shared with us, revealed our complaints were not promptly addressed due to personnel being on vacation. This lack of attention to our concerns has been shocking and frustrating. We have submitted four urgent support tickets, yet after four days, there has been no resolution. We are unable to cancel our reservation for fear of losing our substantial payment. With no response from the host or Airbnb, our trust in the platform has been severely compromised. We require a written response as soon as possible. In addition to resolving our accommodation concerns, we expect compensation for both Airbnb and the host's disregard for our issues. I have diligently documented all problems with receipts, videos, and photos available upon request. A costly emergency call to Airbnb was necessary today, incurring substantial international roaming charges.

I saw an advertisement for a room in Basingstoke and paid £35 for it. However, after payment, I was told the room was in Newbury instead. I explained that this was not what was advertised, so I decided not to stay there. The host said she would refund me, but despite several attempts to contact her, she did not. I provided my bank details for the refund, but she still did not return the money and refused to do so later, even though the service was not provided as expected. I am frustrated as I cancelled due to the misleading information, and now the host is not cooperating to refund the payment. My name is E.M.

I am writing to express my disappointment with Airbnb and how my recent experience was mishandled. We booked an Airbnb in Calgary for a somber occasion, attending a family friend's funeral. Shockingly, we were told to vacate the property with just a few hours' notice, despite having paid for 7 days. The lack of explanation added to our frustration. After contacting Airbnb, we were promised a refund but have yet to receive it. We even encountered a language barrier during the call. As we are in need of immediate funds to secure alternate accommodation, this situation has been incredibly stressful. I urgently request a resolution to this matter. Please reach out to me at my email, [redacted] The phone number associated with the account is [redacted]. Thank you. Sanjeev S.

Hello Airbnb Team, I am reaching out regarding a canceled reservation. I was informed by the host, Milan, that the property was already booked during the dates I selected, even though the app allowed me to make the reservation. After contacting Milan, we agreed to cancel the booking. Milan stated that he did not receive any notification of my reservation as the property was already booked through another platform, which was confirmed with your Support team. I have attached the conversation for reference. I kindly request a full refund as I followed all necessary procedures, but the booking system failed. Please verify this with Milan. Thank you for your prompt attention to this matter. Warm regards.

Hello! I made this account to ask you a question. My usual account is under [redacted] I can't access the phone number linked to that account for verification. I need to use an Airbnb.org voucher for Ukrainian refugees tied to this account urgently. Please advise on what to do in this situation. Thank you! Best regards, V. Boholiubova.

Dear Get Human, I am experiencing issues with my AirBnB account, preventing me from logging in. When I attempt to sign in using my email, I receive a message that no account is associated with that email. However, when trying to log in with my phone number, it prompts me to enter my email, and then states that an account does exist with that email. This conflicting information is causing difficulty bypassing this problem. I require manual assistance as the automated help does not cover this scenario. Please assist me in resolving this login issue. Thank you, Fritz E. +43 [redacted] Using an iPhone

I was unexpectedly blocked by a host, Joanie, after having to cancel a reservation last year due to a medical emergency. I have been nothing but polite and respectful in my interactions with her. I would like to book one of her ocean cottages for our Golden Anniversary but am unable to due to the block. Could you please convey to Joanie that we are financially stable and committed to our booking dates of 8/29 - 9/1 for the Cozy Beach Side Studio? I assure her that we will not cancel. Despite the current situation, I still hope to reconcile with Joanie and look forward to meeting her. Thank you for your assistance. Terry Deamron.

A host has unexpectedly blocked me without explanation. I believe the host prioritizes maintaining their "Superhost" Status over providing genuine care to guests. Although I have been blocked after canceling a previous reservation due to a medical emergency, I am still eager to book one of their enticing cottages by the ocean for our important GOLDEN ANNIVERSARY. The host's name is Joanie. Despite the block, I am hopeful she might reconsider if contacted. I assure her of our financial stability and intention to uphold any booking made. I kindly ask for assistance in communicating with Joanie to request to book her COZY BEACH SIDE STUDIO. I remain interested in booking with her and would appreciate any help in facilitating this. Thank you and Best wishes, Terry D.

My partner made a hotel reservation through an Airbnb host in April for 3 nights and 4 days. Unfortunately, the hotel canceled our booking shortly after due to an oversight with the dates. They mentioned that Airbnb would refund us once they receive the funds. The issue arose when the hotel indicated Airbnb used our payment to refund other guests impacted by a typhoon. Despite our attempts to communicate with the hotel, they keep delaying the refund process. It has been a month and a half since the cancellation, and we have yet to receive our refund despite our persistent efforts to reach out to the hotel management.

This property has been a disaster. Firstly, the air conditioning system leaked, causing damage to my belongings and creating a large puddle on the floor. Secondly, we found two scorpions in our bedroom which we had to deal with ourselves. Thirdly, despite repeated efforts to spray for ants, they infest the house due to a poor foundation, even appearing on our bed and causing bites. Additionally, the surrounding area is under construction, leading to excessive dust and unfinished streets full of potholes. We have decided to leave and have booked a different hotel room, as staying here has become unbearable. This property should not be listed on Airbnb. Our previous accommodation was great, but this experience has been nothing short of torture.

Greetings! I am a new user on Airbnb and have recently made bookings in El Nido, Philippines, and Switzerland. While I was exploring the app, I mistakenly listed my place for hosting without understanding how it works. Subsequently, my account was removed after someone reported that my place doesn't exist. I am concerned because I have already paid for the El Nido accommodation in full and partially for the one in Switzerland. I would like to request the reactivation of my account, even if it's just for guest purposes. As an English Teacher in Bahrain, I am willing to provide any necessary verification documents. Thank you in advance for your assistance. I look forward to resolving this issue.

I had to cancel my Airbnb reservation due to sickness. I messaged the host a day before the due date to cancel, explaining the situation. The host acknowledged my message. However, two days later, the host stated I hadn't canceled yet, without mentioning any additional steps earlier. Initially, the host mentioned I would receive a full refund if the dates were rebooked. I monitored the booking status and saw all dates were reserved before the check-in dates. The host later claimed only two out of seven days were rebooked. Can you verify if all seven days were rebooked? Might I request a call at [redacted]? Thank you, Gene G.

I submitted a support claim with the last 4 digits #[redacted] regarding a stay at an Airbnb. Upon arrival, the room was infested with bugs due to open windows and lights left on. Despite being told it was in the jungle, the location was in the city. We had to find alternative accommodation in the middle of the night. The listing misrepresented the size and cleanliness of the place, with prevalent mold making it unsafe. I promptly filed a claim within 72 hours as per Airbnb policy. Requesting a refund due to the unsuitable conditions and immediate departure from the property.

Hello, I reside in a residential building in Nice that has an apartment operating as an Airbnb. The building residents are frustrated due to the constant noise and overcrowding in the Airbnb unit. Additionally, the individuals responsible for collecting the linens are disruptive and disrespectful when approached about their behavior. I identified the Airbnb city manager, Louise S., and attempted to address these concerns with her, but she was unresponsive. Recently, a group from New York had trouble finding the correct apartment within the building, highlighting further security issues like leaving the door open. Louise S., affiliated with Luckey.fr and Les Clefs de Margaux, manages the problematic unit. These ongoing issues are diminishing people's trust in Airbnb. I urge for actions to be taken promptly to restore order and improve the reputation of Airbnb. Thank you.

I am looking to secure a long-term rental property in Munich, Germany with reference number #DE-BHBZZ4. However, when attempting to pay the deposit, my bank requires additional details for the international transfer. Nationwide is requesting more information, specifically the address, street, town, and telephone number of the account holder, as the provided details were for a company account name. Providing this information promptly would be greatly appreciated, allowing me to complete the payment tomorrow. It is essential to include these details to proceed with the transaction as the banking app restricts further progress without them.

Good afternoon, I am facing an issue with my Airbnb listing. My account got blocked because someone reported my listing as fake and claimed my apartment does not exist. I appealed on 05/18/[redacted] and submitted the required documents. Initially, it was stated that the decision could take up to 7 days. After 7-8 days, the message changed to "a specialist is handling your issue, this may take 3 days," but then it changed back to "the solution may take 7 days." It has been almost 2 weeks with no response, and I am unable to contact support while my appeal is under review. I am seeking advice on how to inquire about the status of my appeal and communicate with the support team regarding this matter.

Dear Sir or Madam, The story began on a December evening in Germany. It was shortly before 6 PM on the 27th day of December in Germany. The information on your website, as far as I could determine afterward, was not complete or accurate in every aspect. My wife and I needed accommodation, so we visited your site to see if you could offer something suitable. It was unclear if we could arrive early enough to meet a host, so we sent an inquiry. We tried to make a booking, then a photo of my ID was requested over the phone. The confirmation message for the reservation was missing in the browser. Not receiving the confirmation directly from your website into my browser window, we had to keep searching. Later, we received a bill for the property we never visited. This is terribly sloppy, and at the very least, I would expect a credit or voucher to not hold me accountable for technical issues. Such technical problems occur more often than many think, and I know this from some professional experience. I do ask you to review the case with some attention. I am willing to write to tourist offices in Germany if I feel your response is inadequate. Kind regards, D.M. Software Tester and Engineer

Subject: Airbnb Payment Issue Hello, I would like to address an issue regarding the recent payment I received for a guest who stayed from June 2nd to June 5th. Upon receiving the payment, I noticed a significant amount of money was withheld, which was unexpected. Earlier this year, when I had to cancel bookings due to health reasons, I was informed that no fees would be charged. However, it appears that cancellation charges have been deducted now, which I find to be unfair. I have previously confirmed with an advisor that no cancellation fees would be applied. I am reaching out to make a formal complaint and seek resolution to recoup the deducted earnings promptly. Due to difficulties in reaching your support team via phone, I hope this matter can be addressed urgently. Thank you for your attention to this matter. Best regards, Gillian

Hello Airbnb, We have been waiting patiently for a resolution to the Money Request issue with our hosts for over a week. We want to summarize our experience during our stay with Co-Host over the past two weeks and the requests we have made to bring this matter to a close. We booked a two-month stay (May 1st to June 30th) and encountered several issues during our stay: - On May 17th, a pipe burst above us, prompting us to move to an interim apartment with our belongings and our infant following instructions from Desiree of Co-Host. - We were assured reimbursement for related expenses upon submission of receipts, which we promptly provided. - The Co-Host initially tried to overcharge us for the interim apartment but later refunded the excessive charge. - They offered $[redacted] for our troubles and promised to cover transportation costs to and from the Airbnb locations. - However, they failed to provide a long-term solution for our stay in Victoria, leading to a refund from Airbnb. - Despite promises, the Co-Host declined our Refund Reimbursement Request last night, which included transportation costs and compensation for inconveniences. We are seeking $[redacted] USD from the Co-Host to cover various expenses and unmet promises as outlined in the Resolution Center attachments. We appreciate Airbnb's assistance in resolving this matter promptly by June 6th, allowing us to leave a fair review based on the outcome with the Co-Host.

Hello, Airbnb. I have been attempting to inform you about discontinuing the rental of my flat in Edinburgh with no success. I need to reach out to the guests who have made bookings to inform them that the flat is no longer available. My flat on Albert Street in Edinburgh has been leased out for almost 3 years with the current tenants extending their stay for the next 2 years. As I am not proficient with computers, I struggle with canceling dates on the calendar, so I kindly request your assistance in doing so. This action would benefit any potential guests looking to stay. With long-term tenants in place, I prefer not to have guests staying in the next 2 years. Residing in the Scottish Borders, it is inconvenient for me to constantly welcome guests to the flat. For any further communication, feel free to send an email. I hope that all dates on my calendar have been successfully removed. Thank you for your attention to this matter. Fiona.