AirBnB Customer Service Issues

Hello, I received an Airbnb Reservation email for the Modern Decor, a 2 bedroom 1 bath duplex house in Miami, FL [redacted] hosted by Emma. It's asking me to reserve, book, and pay for it. If you need any help, feel free to reach out. Thanks.

Hello, I made a reservation with Airbnb for December 28th to 30th. Unfortunately, my son tested positive for Covid, and we are now in self-isolation. The host is only willing to refund me 50% of the booking cost. According to the extenuating circumstances policy, guests should receive a full refund if either the host or guest has Covid. I have already shared documentation of my son's positive test along with his ID details. Can anyone help me with this situation?

Several years ago, due to prior criminal activities, I was restricted from using Airbnb. I am requesting an exception to be considered based on the evidence of my rehabilitation. Previously, my account was reinstated after providing proof of my progress. I have since accumulated further evidence of my rehabilitation. I hope to gain access to Airbnb for both business and vacation purposes. Your assistance in this matter would be greatly appreciated.

1. Arriving at the Airbnb was difficult due to receiving incorrect directions. 2. The Airbnb was subpar with water damage, broken furniture, dirty dishes, non-functional amenities, and an unpleasant smell. 3. Despite being promised stable wifi for work, it was unreliable with constant excuses from the guardian, Elkin. 4. After one night, the decision was made to leave the unsatisfactory home. Requesting a refund was denied by the host, Juan. 5. The majority of the party left due to the poor conditions, finding a different Airbnb. 6. Developments of health issues led to a doctor diagnosing mold poisoning from the Airbnb, prompting an immediate departure and a request for a full refund from Airbnb. Documentation and evidence were gathered to support the claim.

My house was impeccably set up as promised. However, the guest got upset about parking his large car and the pool cover. Even though our pool cover is safe and widely approved, he was dissatisfied. Despite our secure property and pool safety measures, he reacted rudely, swore, and abruptly left without explanation. I am now waiting for my refund as per my cancellation policy. The rest of the family seemed content with their stay.

Hello, I am Thanh Phong Nguyen, and my phone number is +[redacted]0. I made a reservation on airbnb.com for a property in Da Lat, Vietnam. My check-in date was 29/12/[redacted], and check-out was on 02/01/[redacted] for 8 guests. My confirmation code is HMAS3WXQQK. I reached out to the host at +[redacted]7 but did not receive a response. When I called again, the person who answered claimed they were not aware of the booking and no longer worked for the company. I was unable to proceed with my booking and suspect foul play, especially since my payment was processed. Please advise me on how to initiate a refund for this booking as soon as possible. Thank you for your prompt attention. You may reach me at +[redacted]0 (GMT +7).

I reserved an Airbnb for my parents, but unfortunately, both have contracted COVID-19 and are unable to travel. Airbnb's extenuating circumstances policy states that reservations made after March 14, [redacted], are not covered unless the guest is currently sick with COVID-19.

Hello, I would like to share my recent experience with Airbnb regarding a reservation made by Liana Zackaria. Our stay was cancelled after the first night due to misleading information in the property advertisement. We have not received any communication regarding the guest refund policy we requested. Currently in Dubai with our trip plans disrupted and operating on a tight budget, we are seeking a refund to try and salvage the rest of our journey. The money intended for enjoyable activities is now tied up in alternative accommodations. Despite the policy indicating a resolution time of 24-48 hours, we have not received any updates. Any assistance would be greatly appreciated.

During our recent stay at Cozy Abode in Denton, TX managed by James, we encountered several concerning aspects that I wish to address before finalizing my review. The description of the property led us to expect two bedrooms suitable for adults, but the reality was disappointing. The second bedroom was too small and lacked privacy, with a narrow mattress that did not align with our expectations. Additionally, the bathroom lighting was malfunctioning, and the garbage disposal in the kitchen was in need of repair. Despite these issues, the family room and kitchen were highlights of the property, offering comfort and functionality. However, the nightly rate we paid, totaling $1,[redacted].68 for 7 nights, seems excessive compared to the current rate of $[redacted].00 per night listed on Airbnb. I am contemplating seeking a price adjustment due to the discrepancies between the actual conditions and the initial description of the rental. I appreciate any guidance or assistance in resolving these matters before finalizing my review. Thank you for your attention. Best regards, Debra F.

Dear Airbnb, I urgently need your assistance with updating our banking details for the deposit awaiting in our NEDBANK current account. The correct account information is as follows: NEDBANK current account: Account Number - [redacted] Branch Code - [redacted] I've been trying to reach out to Exchange4Free and Payoneer for the past ten days with no success. We recently sold our Airbnb cottage in [redacted] due to lockdown and closed the previous account listed on file. As we now operate a guesthouse and have started renting it out through Airbnb for self-catering, it's crucial to update the banking information promptly to ensure the deposit of R59,[redacted]+ goes through smoothly. I am unable to complete the Reporting Mandate for [redacted] until these details are corrected. Looking forward to your prompt response. Best, Mary Faure Owner/Manager, Francolinhof Guest House

Yesterday, upon arrival, we were informed by our host that the property was sold 2 years ago and is no longer available. We have already paid for the accommodation and are now stuck with no extra funds to secure another place. I have been attempting to reach Airbnb since yesterday for assistance, but my issue remains unresolved. I have identified alternative listings on Airbnb that are suitable for our stay, and I am kindly requesting prompt assistance in finding a new accommodation until Sunday.

I need assistance with live chat as I am having trouble reaching you. On our website, the check-in time is listed as before 11:00 am. We strive to accommodate our guests, and we recently tried to extend our check-in time into the early afternoon for a current guest after communication with my co-host. However, the guest informed us that they would arrive at 7:00 pm, causing a miscommunication in our arrangements. How can we prevent this situation from occurring again without affecting our ratings or leaving the guest dissatisfied? Please reach out to me via live chat to discuss this further. Thank you.

On December 20th, my stay at a listing in Port Elizabeth was disappointing due to its unclean state. Despite calling Airbnb twice and providing detailed information and pictures, the issue was not resolved. We left the listing on the morning of the 21st and sought alternative accommodation as the promised assistance from the ambassador did not materialize. The host's attempt to rectify the situation was not sufficient to address the various cleanliness issues we encountered, including smelly items, mold, and accumulated dust. Subsequent communication with Airbnb has been frustrating, with the latest development being the host's unfounded complaints about missing items and cleanliness. I feel Airbnb has not adequately addressed my concerns, and the host's false accusations have only aggravated the situation. My reputation as a guest has been unfairly tarnished by the host's actions, despite previous positive reviews. I chose to involve Airbnb for mediation, but the lack of resolution and the host's false review have left me feeling unprotected as a customer. I hope Airbnb will thoroughly review the situation and acknowledge the discrepancies in the host's claims.

Hello, I am a new host on Airbnb with the email [redacted] I recently hosted guests with reservation reference HMMRQMBARE from 16 December [redacted] to 13 January [redacted]. Today is their check-out day, but I have not received my payout. Despite verifying my new payout method on 1st September, I have not received any funds. According to Airbnb, I should have been paid since 17th December, a day after my guests checked in. As a new host who relied on Airbnb for income from renting out my new bungalow, I feel disappointed by this delay. Could you please assist in resolving this issue for me? My phone number in Mauritius is +[redacted]9.

I would like to inquire about the recent deduction of £36.86 as a cancellation fee from my account. I had to cancel my booking on the same day due to rescheduling a three-week holiday. This was necessitated by my partner having a fall and undergoing a hip replacement in January. I promptly authorized a full refund on the day of the booking, with ample time for the guest to re-book for February 28. As a result of this deduction, I ended up hosting a family without receiving any payment, when the due payment should have been £28.99. Given recent cancellations by guests without incurring any costs, this fee appears unjust towards me. I look forward to your prompt response. Sincerely, Pat W.

Dear Sir, I received notification from Airbnb regarding the cancellation of two reservations at Geo38, Genting Highlands, Malaysia - a 2-bedroom apartment and a 3-bedroom apartment. While the refund for the 2-bedroom apartment has been processed and reflected on my credit card statement, I have not yet received the refund for the 3-bedroom apartment booking. The reference number for the 3-bedroom apartment is HM9XNZKJCX. Despite reaching out to Maplehome, the local agent, I have not received a resolution for this matter. It has been over a month since the cancellation, and I am yet to see the refund for the 3-bedroom apartment on my credit card statement. I kindly request you to investigate and provide an update on the status of this refund. Thank you for your assistance. Regards, HWK

We contacted the host of the house we are renting to ask about hosting an event there. He provided us with a price breakdown for adding 2 people and hosting the event, which came to $[redacted]. Even after informing him we no longer wished to host the event, he insisted on charging us the additional fee for the 2 people. The original cost of the Airbnb for 2 nights was approximately $[redacted]. Adding two more people amounted to over half of the total cost, bringing the new total to around $[redacted]. We are requesting a full refund due to the unexpected increase in price that was not clearly communicated at the time of booking.

Subject: Cancellation Request Due to Pandemic Concerns I would like to cancel my booking for the dates December 15, [redacted], to January 12, [redacted], under reservation code HMMNY4K4SR. The current Omicron variant pandemic in South Africa has raised my health concerns. I believe it is unsafe to proceed with my stay due to the ongoing situation. I kindly request a full refund of the payment of [redacted].22€ based on the flexible cancellation policy in place. I do not agree to any deductions from this amount. If my request is not accepted given the circumstances, I will seek legal action. I urge you to consider the seriousness of the situation and the unsuitability of the accommodation during this time. Denying a refund due to the emergence of the new virus variant is unfair. Other hospitality services, like hotels and airlines, handle such situations differently. I trust that Airbnb will resolve this matter accordingly. Thank you for your understanding. Sincerely, J. Gaetjen

In October [redacted], my husband and I planned a trip to Guadalajara. Unfortunately, we encountered communication issues with the host from the start, and ultimately, we had to cancel our reservation despite booking the apartment for six months. The host's unhelpful attitude escalated when he falsely accused me of sending him offensive messages, leading AirBnB to permanently close my account. I have asked AirBnB for evidence of these alleged messages, but they have not provided any. Now, I find myself in a difficult situation as I need my account to travel and reunite with my spouse in different countries until our spouse visa is approved. Staying in Colombia is not an option due to safety concerns. I am certain I did not send any inappropriate messages to the host, and it is distressing to be penalized without evidence. Thank you.

Upon arrival at our Airbnb on November 10, [redacted], we encountered a disappointing situation. The place was not cleaned, with dirty sheets, an unmade bed, dirty dishes in the kitchen sink, and beer bottles on the counter. The owner informed us that the cleaning crew hadn't shown up, and he arranged for us to stay in another room for the night at his expense. He mentioned that he would secure another Airbnb for us for the following three nights and provide a full refund. Despite his efforts to resolve the issue, communication breakdowns continued. After waiting all day for the new place, which was supposed to be ready by 5:00 pm, we found ourselves without accommodations before a show at 6:00 pm. We never received the necessary information, leading us to seek alternative lodgings. Following attempts to contact the owner for a refund went unanswered.