AirBnB Customer Service Issues

Archive 69

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #69. It includes a selection of 20 issue(s) reported July 25, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello Airbnb Support Team, I hope this message reaches a manager who can assist me promptly or is forwarded to the appropriate department. I have been facing issues accessing my Airbnb account for over 2 years now. Despite reaching out through emails and calls, I have not received any helpful responses. When I attempt to log in, a message informs me that a support team member will contact me, but I never receive any follow-up. Even creating a new account has not resolved the problem as both accounts are now inaccessible. This situation has left me frustrated as my family and I are forced to stay in hotels due to being unable to use Airbnb. The email addresses associated with my accounts are: 1. [redacted] 2. [redacted] I can be reached at either email or at [redacted]. Despite my efforts to resolve this issue, I have not received adequate assistance. Your help in either deleting the accounts to start anew or unlocking them so I can continue using one would be greatly appreciated. I am eager to hear from a manager as soon as possible. Thank you in advance for your attention to this matter.
Reported by GetHuman6375095 on воскресенье, 25 июля 2021 г., 3:15
I want to report an issue with Airbnb regarding a payment made on July 2, [redacted], to an incorrect PayPal account, [redacted], instead of my correct account, [redacted], which I've used for 20 years without any changes. PayPal has confirmed Airbnb's mistake, but I have yet to receive the refund of $[redacted].92 even after 26 days. I have consistently received payouts from Airbnb to my correct email, [redacted], for the past 7 years. I'm urgently requesting Airbnb to recall the payment and transfer it to my correct email. Despite explanations from PayPal, Airbnb has not taken action and has been unhelpful, blaming me and deflecting responsibility. I urge Airbnb to resolve this issue promptly and review the payment history that clearly shows my correct email with the "27" included, the same email used for all previous communications.
Reported by GetHuman6378584 on понедельник, 26 июля 2021 г., 14:44
Hello, I am reaching out regarding an unauthorized payment Airbnb debited from my account on June 23rd for 79.81 euros. The other two transactions totaling [redacted] euros were accurate, with receipts for [redacted].55 euros on January 20, [redacted], and [redacted].19 euros on July 20 - both supported by email notifications and receipts. After speaking with Airbnb support and providing a screenshot of my account statement, they were unaware of the 79.81 euro charge and suggested contacting my bank. Upon contacting my bank, they confirmed Airbnb manually processed the charge without authorization and need to issue a refund. I have the bank's approval code and transaction ID. Despite my efforts, the case with the bank was closed recently, and I am struggling to reach Airbnb for resolution. This experience has left me feeling insecure about my personal data and payment methods. I deeply regret booking my holiday with Airbnb. Best regards, Mariana B.
Reported by GetHuman-marbiv on вторник, 27 июля 2021 г., 8:53
Dear team, my reservation with you was recently canceled due to an unexpected death in the family. I appreciate the host's understanding and adherence to their 30-day cancellation policy. Despite the refund of $3,[redacted].55, there appears to be an additional charge of $[redacted].29 that I am unsure about. Is this charge related to your service fee? I have been trying to contact you via phone but have been unsuccessful in reaching a live representative. Additionally, my emails to Sebastian have gone unanswered. I would appreciate some clarification on this matter as soon as possible. Thank you for your help.
Reported by GetHuman-pgazani on среда, 28 июля 2021 г., 13:13
I paid for a month at Luna's apartment via Airbnb for July, only to find out that Luna was not the owner. The actual owner showed up on July 13th, removed our belongings from the common areas to the bedroom, left a note mentioning a lease violation and provided a police number. Just two days later, on 7/15, she returned with the police, accusing us of squatting and demanded we vacate. We left immediately and had to move to a hotel. Despite reporting this incident multiple times to Airbnb, no action has been taken yet. I am seeking a full refund for my payment as I do not wish to be involved in Luna's arrangement with the owner.
Reported by GetHuman6389678 on среда, 28 июля 2021 г., 23:03
We reserved an Airbnb apartment near Georgia Tech University in Atlanta. After payment, we discovered the host and location had changed to a spot far from the university. Our one-month booking was made due to its closeness to the University. If there was a mistake or fraud in changing the address, we insist on staying at our originally intended location. I possess screenshots of the original host name and address, as well as contact information for the host and an email confirmation from Airbnb with the initial details. We are concerned about the change and seek clarification about the apartment's precise location.
Reported by GetHuman6394840 on пятница, 30 июля 2021 г., 4:54
I believe I have not set up an Airbnb account and have not received confirmation details from my potential host to contact them directly. On Friday, July 30, [redacted], at 13:29, I attempted to make a single room reservation in Swindon for Friday, December 24 to 30, [redacted], at £[redacted].50. I paid £28.30 immediately with my bank card and expected the balance to be automatically deducted on December 11. I have not received any confirmation from Airbnb or host Samantha. I understand that if verification is not provided within 12 hours, the booking should be canceled, and any payments refunded. I would like to know if my booking has been accepted or declined. Thank you, D.N.
Reported by GetHuman-nevesda on суббота, 31 июля 2021 г., 22:26
I made a prepayment of $[redacted].38 to Airbnb for the Cheyenne Mountain Days and Nites event but encountered issues upon arrival. The host, Brad, was unreachable, and the studio apartment was dirty and not as advertised. Despite contacting Airbnb and receiving a case number: [redacted][redacted], I have not heard back. The room was unacceptable due to filth, including dirty floors, stained rugs, and mold in the shower. The amenities were lacking, with no TV, workspace, and a shower setup that was unusable. We had to find alternative accommodation at LaQuinta, paying a higher rate due to the event. We are disputing the charges with Visa and requesting Airbnb to investigate the situation and refund our payment. Photos are available for evidence.
Reported by GetHuman-skiingdo on вторник, 3 августа 2021 г., 17:31
I need to cancel a booking (Confirmation Code: HMPXCDX84D) due to COVID restrictions. I have already contacted the hosts, Fiona and Jodie, regarding this matter. Jodie recommended reaching out to Airbnb directly to cancel the booking and request a refund of service fees from both Airbnb and the hosts. The hosts have agreed to provide a full refund. I would appreciate guidance on how to proceed with this cancellation. Thank you for your assistance. Best regards, R.L. Airbnb: RE: Reservation at The Cape - Emu Bay for Oct 16 - 22, [redacted] Jodie: Given the uncertainties around planning during these times, we understand your need to cancel. We are willing to refund our fees entirely. It is advisable for you to contact Airbnb directly to cancel the reservation and request a refund of their service fee, citing the Covid restrictions as the reason. Once Airbnb is notified, they will get in touch with us to approve the full refund. Feel free to reach out if you encounter any difficulties. The owners of The Cape have allowed guests unable to travel a chance for a future private booking. When you decide to visit Kangaroo Island, contact me to coordinate and save on booking fees. Wishing you the best! Jodie
Reported by GetHuman6419757 on четверг, 5 августа 2021 г., 0:52
I believe I made a reservation for Alchemy Cottage on Georgetown Island, Maine for September 5 to September 8. I may have paid a $[redacted] deposit, but I'm not sure if the booking went through. Unfortunately, I lost my trip information during a move and am trying to confirm this booking. If it's not reserved, that's okay, but if it is, I'd like to know. I've been unable to reach Marsha for details like directions and key information. We still have time to find another Airbnb if needed. Any assistance is appreciated. Thank you. -LornaLee C. [redacted]
Reported by GetHuman6428062 on пятница, 6 августа 2021 г., 19:54
I am seeking assistance with my booking under Reservation HMJSFWENDS5. The host has not been responsive to my messages regarding the refund I have requested. The host's policy states that I am entitled to a full refund for the days I did not stay. I made a reservation for the room from July 13th to July 31st but left on July 21st due to the unsatisfactory facilities. I am owed a refund for the remaining 10 days. Upon arrival, I discovered that the amenities were not as advertised. I encountered difficulties with cooking as there was only one grill available and no hotplate. The room was consistently cold, and the bathroom's distant location was inconvenient. Despite the host's promise of full house access, I was restricted to my room. Additionally, there was no lock on the room door, and I had no storage space for my clothes. I have already initiated the refund process, which initially showed as "in progress," but I am unable to locate the refund in my account now. I kindly request the prompt issuance of the refund for the remaining days I did not occupy the room. Thank you, K. Lockhart
Reported by GetHuman6428397 on пятница, 6 августа 2021 г., 21:41
To whom it may concern, During my recent family stay in Donegal, we encountered some issues at the rented property and attempted to address them with the owner. Unfortunately, the owner's repeated and upsetting messages during our holiday caused further distress. Despite resolving the problems privately, we opted not to leave a review, concerned about possible retaliatory responses from the owner. Disappointingly, the owner proceeded to make inaccurate remarks about me. I possess evidence of the unclean conditions we found at the property and have saved all the owner's messages. Having previously had positive experiences with Airbnb, this situation is very troubling. It is unacceptable for an owner to misrepresent the facts on a public platform and tarnish my reputation. I am keen to hear your thoughts on this issue. Regards, Martha
Reported by GetHuman6437527 on понедельник, 9 августа 2021 г., 14:23
I have booked an apartment in Athens for four people from August 11 to 25. The booking was confirmed under reference HMPKHJERSE. I have noticed that the payment has already been debited from my bank account. I reached out to the host for the address, but they mentioned not receiving any confirmation. I urgently need assistance as I am traveling soon. The host informed me that the apartment is unavailable until the 14th, prompting me to look for an alternative. The transaction on my bank statement shows a charge of [redacted].00 Euros. Kindly investigate this matter promptly. Contact: [redacted] or [redacted]
Reported by GetHuman-beidere on понедельник, 9 августа 2021 г., 14:28
I am experiencing a lack of response from the hosts. My stay at The Quay 'Terry Holt' in West Looe from August 3rd to 10th was disappointing due to various issues. The bed was uncomfortable, dining was on a patio set, no sockets near the bed, small TV, dangerous stairs, and more. I have requested a partial refund as the accommodation did not match the description. While there were positive reviews about cleanliness and location (which I agree with), the overall experience was subpar. The hosts have not responded to my polite and honest request. I hope this issue can be resolved promptly as I feel my complaint has been ignored. Thank you, Debra Perkes.
Reported by GetHuman-mommaro on понедельник, 9 августа 2021 г., 19:45
My accountant requires the payment records from my previous Airbnb account, which I deleted completely. Despite this, he claims to have held onto the information for tax reasons. I am hoping to obtain a copy of the [redacted] form or a printout detailing the payouts. The deleted account was registered under my name, Rachel Baranik, with the email [redacted] and phone number [redacted], which are still in use for my present account.
Reported by GetHuman5749156 on понедельник, 9 августа 2021 г., 22:31
I have submitted a ticket on your website regarding this issue, but to date, I have not received any response after 48 hours. The problem is that I reserved a room at the Royal Hotel in Rzeszow through your site using confirmation code HMEQJFACQC. I was charged [redacted].44 kr NOK for the room. When I arrived at the hotel, the receptionist informed me that there was no reservation under my name. I showed the confirmation from the Airbnb app on my phone, and she explained that the hotel now has new owners who no longer collaborate with Airbnb. She mentioned previous incidents where guests booked through Airbnb without the hotel's awareness. Despite their attempts to reach Airbnb, no resolution was achieved. I had to pay for the room upon arrival. My name is registered at the hotel's reception, and they can verify the situation. I am requesting a refund for this inaccurate listing on your platform. Thank you, M. W.
Reported by GetHuman-macgwas on вторник, 10 августа 2021 г., 10:24
Upon reaching the duplex, there were numerous issues I encountered that the owner neglected to address. A vacuum with a washcloth on the floor, cigarette butts at the back porch, and a foul smell in the backyard greeted us. Tired from the journey, I searched for towels in vain in the bathroom, prompting me to contact the owner. After finding towels in the closet, I discovered hair in the bedding and mattress cover, necessitating laundry at the end of a long drive. The owner dismissed my concerns about cleanliness and requested an additional $60 for bringing our dog. Despite paying a substantial amount for a week's stay, the lack of proper housekeeping is disappointing. It's frustrating to have to clean up before settling in, especially with a hefty cleaning fee already charged. I believe a partial refund on the cleaning fee or waiving the dog deposit is warranted given the subpar conditions.
Reported by GetHuman-bettecas on среда, 11 августа 2021 г., 15:07
I have been unable to access my Airbnb account for 24 hours. I received review requests for two stays, but when I tried to leave feedback, I was blocked. My account seems mixed up with someone named "Naif". Despite starting a thread and receiving text messages, the issue remains unresolved. I am hesitant to click on any links in the messages, as they are being sent to Naif's inbox. Using a different email isn't feasible due to access issues while traveling. I am requesting assistance through a chat line to resolve this confusion. Jim Kaplan from Somerville, MA.
Reported by GetHuman6449558 on среда, 11 августа 2021 г., 23:39
I recently received an email from AirBnB regarding a suspicious login and attempted to reset my password. However, I encountered an issue where I could not login without accepting new terms and conditions, which I found frustrating given the situation. Clicking on any links related to the new terms and conditions redirected me to the agreement without allowing me to view the changes or full terms, leading me to feel like I was being forced to agree without full understanding. This experience has led me to decide to no longer use AirBnB as I cannot agree to terms I am unable to read beforehand. I suggest that AirBnB should consider only requiring agreement for certain actions on the website, rather than blocking access to all features until acceptance. At the very least, vital pages like password reset and T&C summaries should be accessible before agreeing to new terms.
Reported by GetHuman6454151 on пятница, 13 августа 2021 г., 0:03
Hello, I need urgent assistance regarding my Airbnb travel credit. My family and I had to cancel our Crete trip due to Covid and received a credit of [redacted].98 kr SEK with confirmation code HMAJ292JEZ. After speaking with Airbnb, I was initially informed I needed to book a new trip before December 31, [redacted]. However, when trying to book a villa for next year, I was told the credit must be used and checked in this year, which poses an issue as we cannot travel due to vaccine restrictions. I'm waiting for the EU settlement scheme approval which may take up to 6 months. I am requesting either cash for the credit or an extension to next year for booking. Your prompt assistance is greatly appreciated. Best regards, Charlotte S.
Reported by GetHuman6455395 on пятница, 13 августа 2021 г., 10:53

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