AirBnB Customer Service Issues

Archive 66

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #66. It includes a selection of 20 issue(s) reported April 9, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am currently staying at an Airbnb property where a gas leak has been identified and addressed by the gas company. Unfortunately, this has left me without access to gas for hot water, cooking, and heating for the remaining eight nights of my stay. Despite contacting the property owners, they have not been responsive or helpful in resolving the issue promptly, assisting me in finding alternate accommodation, or covering any additional costs for relocating to a similar property nearby. While I would prefer to stay at the current location with the gas leak repaired, I am unsure of how to proceed given the owners' unavailability as they are on vacation.
Reported by GetHuman-hobbsmaa on Friday, April 9, 2021 5:45 AM
Please unlock my account so I can re-enter verification pictures and my license as soon as possible. I tried to book a stay in Vancouver; during the ID verification, I mistakenly used my daughter's driver's license and her picture. Despite the host approving the stay for my daughter and her friends, the booking was made from my account. I assumed the verification was solely for this particular booking and should have used my own details. Unfortunately, my account has been locked for 18 hours, impeding the completion of the booking and preventing me from contacting the host about our delayed status to avoid losing the reservation dates to another guest.
Reported by GetHuman-roxaneph on Friday, April 9, 2021 9:20 PM
I had previously blocked off repeat guest reservations on the Airbnb calendar all the way from June onwards. However, sometime around March, I noticed that all the dates on my calendar had been reopened, erasing all the direct bookings I had blocked off. When a guest requested a date change last week, I realized the dates were no longer blocked on Airbnb. I adjusted them on my paper calendar but found them all open on Airbnb when I checked for the end of April bookings. This issue extended into May and all future months, prompting me to block them off again. In December, I had seen a booking for Nick in A410. Unfortunately, when my new assistant started handling inquiries in February using saved messages, she did not know I had blocked off dates from June onwards. She accidentally accepted Nick's booking for 12/27 - 1/4/[redacted]. Despite explaining the situation to Nick and the other guest, both wish to keep their bookings. If I can't find alternative options, I will have to cancel Nick's reservation. I am hopeful that Airbnb can help find Nick alternative accommodations due to this glitch which is not the first one I have encountered. It is challenging to continually cross-check my paper calendar with Airbnb to avoid such situations. I am asking around for other options and will wait until tomorrow for replies, but if nothing can be found, I will have to cancel. I am committed to ensuring Nick finds suitable alternative lodging. Thank you for your understanding. Mahalo, LN
Reported by GetHuman5953380 on Monday, April 12, 2021 11:34 PM
I have a reservation at an Airbnb in Vancouver, British Columbia, but with travel restrictions in Alberta and British Columbia, my planned trip with 6 guests is at risk of incurring $[redacted] tickets due to non-compliance. All the travelers, including myself, have lost our jobs and are students. I attempted to discuss the situation with the host, but after being ignored for five days, I had to contact support to facilitate communication. The host's response was brief and unhelpful, leaving me uncomfortable with continuing the booking. Cancelling now would only refund me $34 out of the $[redacted].62 paid, which seems unfair given the circumstances. I do not wish to reschedule due to the host's attitude, which has made me feel unsafe as a guest. I am requesting a full refund in light of these unresolved issues.
Reported by GetHuman5956768 on Tuesday, April 13, 2021 7:28 PM
Dear Sir, I have been a loyal customer for many years and have always been satisfied with your service. However, I need to address an uncomfortable situation regarding my recent reservation experience on your site. On February 18th, I booked the Vasko Apartment in Budva, Montenegro for August 6th to 20th (Confirmation number: HMRDD2RHKE) for 14 nights. Today, the hostess, Maria, canceled my reservation. I received a notification from you about the cancelation and that I would receive a full refund, along with some alternative apartment suggestions. Comparing to two months ago, the apartments were more affordable with a wider selection. Additionally, my money has been held by you for two months, which feels unfair. I kindly request compensation for this inconvenience. I hope to resolve this matter promptly and continue to be a customer in the future. Best regards, Ljupcho G.
Reported by GetHuman-bubebtr on Tuesday, April 13, 2021 11:58 PM
I am interested in signing up with your service. I have a rural 3-bedroom cottage located near a town and a beach. The address, The Red Cottage, Southampton Road, Boldre, Lymington SO41 8ND, is not being recognized by the system due to the lack of a house number. The cottage is within the grounds of Battramsley House but has its own entrance, postbox, and is a separate property. The bedrooms consist of two rooms with zipped together 3" single mattresses forming a super king-size bed and one room with a king-size bed. I am unable to select this option in the listing drop-down menu. Could you provide guidance on listing the property while adhering to Covid guidelines, pricing details, and explain how you verify properties?
Reported by GetHuman-janelems on Wednesday, April 21, 2021 7:38 AM
Hello, my name is Antonio L. My friends and I had a reservation at the "Cozy Fairy Lake Get Away" in Huntsville, Ontario, from May 3rd to May 7th. Due to the recent Stay at Home Lockdown Order in Ontario, we can't travel from Windsor to Huntsville. The host was understanding and advised me to contact Airbnb for a full refund due to the COVID-19 restrictions. However, when I tried to cancel on the Airbnb website, I was only able to receive the cleaning fee as a refund, not the full amount as promised. I need assistance from Airbnb to process my full refund. This is crucial for me as a student managing school expenses. Thank you for your help. Best, Antonio L. Email: [redacted] Phone: [redacted]
Reported by GetHuman-atlichaa on Thursday, April 22, 2021 6:37 PM
The rising Airbnb fees have significantly impacted my ability to maintain the suite. It is now a challenge to replace towels and sheets, repaint, redo caulking, power wash the exterior, clean windows, and address general wear and tear issues that arise. These were manageable tasks when the fees were lower, and the income covered these expenses. Additionally, the upholstery requires cleaning and eventual replacement within a year. I would prefer to allocate funds towards taxes on the rental income to have the flexibility to perform necessary maintenance and claim expenses. Various maintenance needs, such as replacing outdoor lighting, addressing increased utility costs from guest usage, and upkeep of heating and cooling systems, are now difficult to manage with the current fee structure. The floors and rugs require refinishing and replacement, respectively, due to extensive use. The current fee structure does not align with the maintenance needs of the rental property or the financial balance I once had with Airbnb. I urge Airbnb to reconsider its fee structure and return to a more equitable partnership that allows hosts to cover maintenance costs adequately.
Reported by GetHuman6005637 on Tuesday, April 27, 2021 3:15 PM
Subject: Assistance Needed with Airbnb Refund Request Good morning, I am Carly Rios, an attorney based in Chicago, contacting you regarding a reservation made by Dan Vida with the following details: Confirmation code: HMJZYEHQFH Trip Dates: Thursday, August 27, [redacted], through Sunday, August 30, [redacted] Address: [redacted] N Roman St, New Orleans, LA [redacted] Mr. Vida chose a travel credit due to COVID-19, but when trying to reschedule (Confirmation #: HMD9TMMK3B), the reservation was canceled automatically. Now, with ongoing travel restrictions, he is seeking a refund of $[redacted].72. Despite numerous attempts, contacting Airbnb's customer service has been challenging, causing significant inconvenience. Mr. Vida requests clarification on the refund process. Please respond to this email to outline Airbnb's plan of action and confirm the refund procedure. We are prepared to supply any necessary documentation upon request. Thank you, Carly Rios Email: [redacted]
Reported by GetHuman6006080 on Tuesday, April 27, 2021 4:40 PM
Subject: Concerns about Potential Scam I recently received a response from a renter regarding a property I have in La Jolla, CA, and it has raised some red flags for me. The individual claims to have moved to the United Kingdom and expresses a preference for using Airbnb for renting properties. I am a verified Airbnb user with a good reputation and wanted to reach out to verify the validity of this situation. The renter's message details their relocation to the UK and conveys a complicated scenario involving previous failed rental attempts. They emphasize the use of Airbnb for managing the rental transaction, highlighting it as a secure and efficient method. They provide a UK phone number for communication, citing a time zone difference. I would appreciate any insights or guidance on how to proceed in this situation. Thank you. Best regards, Eddie D Paulding
Reported by GetHuman-edpauldi on Tuesday, April 27, 2021 4:57 PM
We made a reservation through Airbnb for a townhouse in Fremantle, Australia, on January 26, [redacted]. Our planned arrival date was November 27, [redacted]. Unfortunately, due to COVID restrictions, we were unable to travel to Australia at that time. After contacting our host, we agreed to change our travel dates to November 26, [redacted], hoping the situation would improve. Our host confirmed this date change. However, as of the end of [redacted] and the beginning of [redacted], Australia's borders remain closed to individual tourists. Even after following the steps for "exceptional circumstances COVID" on Airbnb, we are unable to resolve this issue. Airbnb does not seem to recognize the updated travel arrangements agreed upon with our host. We are looking to directly contact Airbnb via phone or email, bypassing our account. Thank you for any assistance.
Reported by GetHuman-rhmuck on Wednesday, May 5, 2021 11:30 AM
Good evening, my name is Francisco López. I made a reservation in Bratislava for 2 nights on Monday, 3rd of May, paying [redacted],11 Euros. I contacted the host before payment, received a positive response, and proceeded to book. Unfortunately, the host later informed me they couldn't accommodate us on those dates and asked me to cancel to avoid a fine. They assured a full refund, but after canceling, I was only refunded [redacted] Euros instead of the full amount. They explained the 25 Euros difference was Airbnb's service fee. I'm still waiting for the remaining 25 Euros. Your assistance in this matter is greatly appreciated. Sincerely, Francisco López.
Reported by GetHuman6040173 on Thursday, May 6, 2021 7:15 PM
I had a trip booked for May 8th to May 12th in Pigeon Forge, Tennessee. Unfortunately, a family member passed away on May 4th, and now I need to attend the funeral on May 10th. The host informed me how to cancel the reservation and receive a credit for a future stay within six months of my original dates. They mentioned I might not get a refund for site fees. Is there a way to cancel or reschedule without losing money? Dealing with the loss of a family member is already difficult, and this situation feels like an added burden.
Reported by GetHuman6040681 on Thursday, May 6, 2021 9:19 PM
Hello, I am currently staying at an Airbnb in Quebec, QC, Canada. The host advertised the place as dog-friendly since he also has a dog. Upon arrival, I found the apartment to be a bit small but acceptable. A week into my stay, the host returned mentioning complaints from neighbors about my dog barking after an afternoon walk. Despite his reassurance, I observed him having loud arguments with his partner, asking his roommate to leave due to his own mental health struggles. As the situation worsened, the host became aggressive, even attempting to cancel my booking after the final payment went through. I have reached out to Airbnb for assistance, providing video evidence of the situation, including the host's false noise complaints. I strongly believe that the host's behavior is unacceptable, and I am seeking a refund and alternative accommodation promptly. I have documented my own dog's behavior to demonstrate that any complaints originated from the host's dog. My work-from-home setup ensures my pet is never unattended.
Reported by GetHuman-danejabo on Saturday, May 8, 2021 1:00 PM
The property adjacent to mine operates as an AirBnB rental. Today, two men from the property visited me, claiming that the damp proof work being carried out on my property caused damage to their wall. They stated they would be responsible for covering the repair costs. Upon the owner's arrival, she insisted that I compensate for the damages and requested my insurance information. She allowed me to photograph the damage after my work was completed. However, when I attempted to do so, a caregiver from Trinity Care Services prevented me from entering the premises due to caring for a violent child present there. The caregiver mentioned it was a challenging situation that required multiple adults to manage the child. I am distressed by the situation as I wasn't aware AirBnBs could be utilized this way, and I am concerned about having a violent child as a neighbor. - L. B.
Reported by GetHuman6049681 on Sunday, May 9, 2021 7:44 PM
Hello, I recently canceled a reservation this morning about 2 hours after confirming it, I had made a mistake with the dates, as they were displayed in English, maybe it's time to change that. You charged me 50 dollars, this is unfair as no payment had been processed. I am unable to block the dates I do not want to rent out, from 05/07 to 27/07. The canceled reservation is still there, but I cannot block this period. I have tried at least 50 times without success. I also work with other websites, but dealing with cancellations, blocks, or anything else should not be time-consuming. Furthermore, I searched extensively to find out how to do it, but there is no information on the website, no direct chat, no phone number, etc. Outrageous! I had heard complaints from other people about Airbnb as hosts before, but I didn't believe it since I had already rented through the site. But now I see it for myself. I am requesting compensation for a site that does not function properly, for all the time and frustration it has caused.
Reported by GetHuman6067996 on Friday, May 14, 2021 11:40 AM
During our stay at this Airbnb due to Covid restrictions and no other rentals available, we encountered numerous issues. The refrigerator was freezing food, the inside dryer had a damaged heating element, and the window seals were broken. The heating did not work properly during the winter, and we were advised to use space heaters which caused fuse blowouts. The dishwasher and kitchen sink sprayer were dysfunctional, the oven did not heat evenly, and the stove top had uneven heating. Problems also arose with the showers, faucets leaking, and several electrical issues. The microwave took a long time to heat items, smoke detectors were missing, and the Wi-Fi did not work despite replacements. Additionally, there were maintenance issues with walls, cabinets, and appliances like the Keurig and coffee maker. Communication about these issues, especially the broken oven, with the property manager Laura did not result in prompt resolutions as of our move-out date on 5/11/21.
Reported by GetHuman6064865 on Friday, May 14, 2021 1:58 PM
During the seven months we rented this place due to Covid, we encountered numerous issues: - The refrigerator was freezing food. - The dryer's heating element appeared damaged, causing plastic parts to ruin clothes. - Multiple broken window seals. - Inadequate heating in some rooms. - Non-functional dishwasher, broken kitchen sink sprayer, and uneven stove top. - Various bathroom problems including shower issues and leaky faucets. - Electrical problems with loose outlets and frequent blown fuses. - Ineffective microwaves and missing smoke detectors. - Miscellaneous issues like faulty Keurig, failing coffee maker, and poor WiFi. Despite reporting these problems, some remain unresolved, such as the broken oven, leaving us unable to cook. Despite notifying Laura about these issues, there has been no progress on fixing the oven even after moving out on 5/11/21.
Reported by GetHuman6064865 on Friday, May 14, 2021 1:59 PM
Due to Covid, we had to use this as a 7-month rental. Here are the issues we encountered: - The refrigerator is freezing food. - The inside dryer's heating element is damaged. - The window seals are broken. - Heat still doesn’t work properly in several rooms, leading us to use space heaters that blew fuses. - The dishwasher doesn't work. - The kitchen sink sprayer is broken. - The oven has temperature issues (undercooks or burns), and the stovetop doesn't heat evenly. - The shower in the hall bathroom is coming away from the wall, with cracks in the shower floor that caused leakage. - All faucets leak, and the kitchen faucet squirts water. - The knobs to showers are coming loose from the wall. - The master closet door won’t close. - There's no vent in the master bath. - Electric problems include loose outlets and frequent fuse blows. - Microwaves don't heat efficiently, smoke detectors are missing, and the Keurig and coffee maker broke. - The WiFi doesn’t work, and parts of the wall are detached. - There's a hole in the kitchen cabinet under the sink, and the oven stopped working on 4/28/21 without a replacement yet.
Reported by GetHuman6064865 on Friday, May 14, 2021 2:02 PM
I purchased $4,[redacted] in gift cards to make a reservation for me and my pregnant partner five days ago. When attempting to book a place, I encountered a sudden restriction related to "partying," which doesn't apply to us given our circumstances. Unfortunately, I've been unable to reach anyone for assistance with this issue. This $4,[redacted] was my entire housing budget for the month, and Airbnb seems unresponsive to my situation. My partner and I have resorted to sleeping in my car, and it's disheartening that Airbnb hasn't offered a resolution or alternative accommodations. It's been six days now, and I'm still faced with the same unhelpful responses regarding the non-refundable and non-transferable gift cards. The situation has left us in a difficult position, and I fear repercussions on my job due to the lack of housing. I am desperate for assistance.
Reported by GetHuman6083107 on Tuesday, May 18, 2021 2:58 PM

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