AirBnB Customer Service Issues

I have made a reservation for a two-night stay at 21 Iceboat Terrace, Toronto, ON, Canada, Postal Code M5V4A9. Regrettably, there have been several alarming incidents at this location. These include malfunctioning elevators, frequent fire alarms during the night, objects being thrown from balconies at pedestrians, gunshots heard, and reports of human trafficking. Researching further, I found news articles labeling this condominium as "The Ghost Hotel in Toronto." Safety is a significant concern for me and my family. After discovering these unsettling facts, I no longer feel safe staying there. I have not yet reached out to the host, and although the host's policy is a 50% refund, I am requesting a full refund. The idea of staying there is causing me considerable stress and anxiety, rather than the relaxation I was seeking for my vacation. Thank you, A.W.

Hello, I am here to share the details of our recent Airbnb stay using confirmation code HME2EE53HY. Firstly, our host entered the house without permission after we had checked in and settled. She informed us via text that she entered to close the balcony door, which was unexpected and a breach of privacy. Secondly, there seems to be suspicion of surveillance devices on the Wi-Fi network as the host knew details about our movements in the house, such as the lights being on. This made us uncomfortable during our stay. Lastly, we feel we may have been discriminated against due to race or sexual orientation, as our experience was not in line with the positive reviews the host had received. We are requesting: 1. A formal apology from the host for the intrusion and inconvenience caused. 2. A full refund as we had to leave the property unexpectedly. 3. An investigation into any potential surveillance devices for the safety of future guests. 4. Consideration of banning the host until these issues are addressed to maintain a safe and welcoming environment. We are prepared to provide evidence to support our claims. Thank you, Sandy and family

I am new to hosting on Airbnb, and MaKayla Quarles was helping me set up my listing. She booked our first guest in June for a July 29 arrival, staying for 3 months. However, MaKayla quit abruptly, causing some issues. Fortunately, my daughter Natalie Luna has taken over. My husband and I retired to Italy after MaKayla's suggestion to rent our place as a finished casita. Recently, I noticed a -$[redacted] transaction labeled as a cancellation fee for "Quarles Cabana," a property that seems to be associated with MaKayla. It appears she may have combined accounts. My listing's ID is [redacted][redacted]8, and the one with the charge is [redacted]4. Currently, my listing is inactive as we plan to update photos and redecorate. I am confused about this charge dated 6/29/[redacted] and would appreciate clarification. Thank you for your help. Wendy Mitchell

I made a booking and paid the amount as per the invoice sent via email. I am yet to receive any communication from Airbnb or the property owner. I transferred £[redacted] to secure moving in by this Saturday, and an Airbnb representative was supposed to contact me within 24-48 hours. It has been longer with no response. I possess emails with the host discussing contact post-payment, but I remain uncontacted. Urgent assistance is required as I am facing a relationship breakdown and intended to prevent homelessness by securing this property for 6 months. The property owner's behavior has made me feel pressured and vulnerable after confirming the payment. I fear losing my deposit and being left homeless. Kindly reach out to me promptly to address this situation.

I have a reservation for an apartment in Batumi tomorrow for my birthday. The host informed me that he is no longer renting apartments and asked me to cancel, but he has not done so. This situation has caused me to lose money and I am unable to go to Batumi as planned. I am disappointed as I trusted Airbnb to verify hosts. I am requesting a full refund promptly so I can book alternative accommodation for my birthday celebration. Thank you.

We had a disappointing encounter with the vacation home owner's behavior. Although check-in was supposed to be at 11 am, the house was not prepared upon our arrival. After going for lunch and returning, the cleaning staff were still present, and wet laundry was scattered around for drying. Exhausted from a long flight and with my sick son, we had to wait until 5 pm without a place to relax. When requesting a refund for the first night due to the inconvenience, the owner responded by suggesting we leave if we were unhappy. We were too drained to address the issue at that moment, so we postponed discussing it. Our entire stay faced various challenges, and I would like to share my experience with you. Thank you, Aygul C.

I recently had to cancel my Airbnb booking in Kolkata due to my wife testing positive for Covid-19. Airbnb approved a partial refund of Rs [redacted] out of the total Rs [redacted]. Despite the platform's policy for hosts to offer full refunds in such cases, my request to the host, along with Covid documentation, went unanswered. This lack of response is disappointing, especially for a supposed 'superhost'. I believe this situation reflects poorly on Airbnb. I urge for a swift resolution. Thank you. PK Chatterjee

We are disappointed with our apartment rental. We paid for a two-bedroom, six-bed apartment with one and a half bathrooms, but received a unit with only one bedroom containing three beds, one of which is an uncomfortable sofa bed. Additionally, there is only one bathroom. Many amenities listed in the ad are missing, such as cleaning products, hot water, extra blankets, mosquito net, fans, a functioning oven, grill, fully fenced backyard, and a bike. The bathroom curtain is inadequate, leading to water spilling due to its small size. Furthermore, there is no door handle for the front door. We are seeking a prompt resolution to these issues.

I am having trouble verifying my new Airbnb account, [redacted], due to issues with my old account, [redacted] I need assistance deleting my old account to verify my new one but have had no success so far. I also need to remove my phone number, [redacted] [redacted] 1 [redacted] 92 89, from the old account so I can verify the new one. I was invited by Elena Eisenboeck and need help navigating the setup process. Additionally, I am unsure how to contact Airbnb via international phone numbers. Could you clarify the dialing process? Do I need to use a country code like 1 for the U.S.? An email contact would also be helpful. Thank you for your assistance. - Barbara Kurtman

Booking Reference: HM9ZXXTMFA, Guest: Henrik Myrtun. I recently changed my bank account information without updating it on AirBnB, resulting in a payment issue to my old inactive account. My bank has confirmed that transactions cannot be processed to a closed account, which may lead to payment failure or reversal. I have been unsuccessful in obtaining a response from your end and kindly request prompt feedback to acknowledge this issue. I have temporarily paused my listing for future reservations as a precaution. I am considering reaching out to the guest to verify if they received a refund from AirBnB. However, I have confidence in AirBnB's reliability and have refrained from doing so thus far. I possess a bank statement that I am willing to share once I have your email address. Please respond promptly. Thank you, Bård

Hello, I made a reservation for a stay that included six nights from August 29th to September 4th. Due to a flight schedule change, I needed to adjust my booking to depart on September 2nd, totaling two nights instead. After requesting the change with the host, it was approved. However, I have yet to receive the refund for the two nights that were removed. I understand that hosts do not handle payments directly and only receive their share upon guest check-in. I am inquiring about the possibility of receiving a refund for the adjusted booking without canceling the entire reservation. It would be disappointing to pay for nights that I will not be occupying in the apartment. The website does not specify the refund process for booking modifications, but it does mention that refunds may take some time to process. I am uncertain whether the refund is pending or if it will not be issued at all. I would appreciate any clarification you can provide on this matter. Thank you, Ester

Hello Airbnb team, this is G. I have participated in 6 experiences on Airbnb. However, I am struggling with my account being closed, which is crucial for me to continue my experiences. I have explained to you that I have not done anything wrong. If there are suspicions, why not give me a call? You have my passport, license, and face on file, so why block my account without reaching out? This is my livelihood supporting my family; please understand my situation. If there was a mistake, I would rectify it promptly. I value my work and would not jeopardize my experiences. Kindly reconsider the decision and allow me to work. I pledge to update my password promptly. I have tried to reach out but it has been costly. I implore you to comprehend my position and enable me to continue using the platform that has been helpful to me.

My boyfriend and I had an Airbnb booked from August 27 to September 1 for my birthday trip to Key West, Florida. Unfortunately, the day before our departure (August 26), my boyfriend tested positive for Covid-19. We contacted the host explaining our situation, but he responded that he couldn't afford the loss. We were taken aback as we had also saved for months for this vacation. We proposed a partial refund, but the host insisted he couldn't accommodate that, claiming he only had one Airbnb property, which turned out to be untrue. Feeling betrayed and financially strained, we are now considering legal action if our request is not granted. Thank you for your assistance and time.

I made a booking with the confirmation number 2C08DB. After receiving an invoice, I made the payment, which I have attached. The move-in date was supposed to be on September 5, [redacted], but the host mentioned that the key is in the UK, and I have to wait until Tuesday to receive it. However, it's now Wednesday, and there has been no response from the host despite my attempts to contact her since Tuesday, September 6th. I am disappointed by the lack of communication as at least one should inform the client of any delays. I have reached out to your help center but have not received a response. I urgently need assistance as I was supposed to vacate my current accommodation yesterday, and this situation is causing me significant stress. This lack of responsibility and professionalism is unacceptable. Please provide me with an update promptly.

Hello, I wanted to inform you that we have a reservation at 88A Melbourne Grove in Greater London from September 9th to September 11th. Unfortunately, due to current circumstances, we need to cancel our vacation during this time. We understand that last-minute cancellations are typically not allowed, but given the challenging situation, we have no other choice. Can you please assist us in canceling the booking and arranging a refund? Thank you.

Hello, I am writing on behalf of an appeal for an account blacklisted under the email [redacted] The account was blacklisted 4 years ago after an incident involving Olivia and a group of friends who booked accommodation at Paradise Square in Oxford. Although Olivia had to depart before the checkout date, the responsibility for leaving the property in good condition fell to us. Regrettably, we left the place in a state of disarray and caused damage to some of the property. As Olivia was not present during these events, she should not be held accountable. I kindly request for Olivia's account to be reactivated. Further information can be provided via email upon your response. Thank you.

Hello, My partner and I had a reservation at an Airbnb in Tyne and Wear from August 30th to September 1st with receipt ID RC453DZ2CQ. On the day of checkout, September 1st, we began packing at 10 am. Around 10:50 am, the host unexpectedly entered our room and rudely told us to leave, even throwing our belongings out of the house. While we were retrieving our things, she proceeded to put some rubbish, including wet garbage with soup, into our car, leaving it dirty and damaging some of our items. We contacted the police, who identified this as a hate crime against Chinese individuals and suggested we reach out to Airbnb. However, after multiple attempts to report the incident, we have not received any resolution or compensation for the damages. Airbnb has been unresponsive. I am reaching out here for assistance and guidance on how to resolve this situation. Thank you, Xiaohe

I had a terrible experience with the service I received while trying to book accommodations. Initially, I found a place that suited my group's needs and made a booking, feeling secure due to a good refund policy. However, I later discovered another suitable option and decided to cancel the first booking to apply the credit towards the new one. The second accommodation was initially priced at $[redacted] per day plus fees, totaling $[redacted].65 CAD, but upon logging in to book, the price inexplicably increased to $[redacted].37 CAD with no changes to the booking details. I contacted the host, who confirmed there were no alterations. When I reached out to AirBNB support, they provided an unsatisfactory explanation, and eventually, they could not assist further, directing me to the host for a 'special offer.' Despite my efforts to resolve the issue with support, including a request to change my credit to a refund, my concerns remain unaddressed. I seek clarification on the pricing discrepancy and the return of my credit as a refund.

I made a booking for the Pina Coladas & Sunny Daze * Key Large Condo with a pool for my husband and his brothers for a fishing trip on Sept. 12, checking in on Sept. 16 and out on Sept. 18. I reached out to the host yesterday evening to cancel as two brothers tested positive for Covid-19. Despite messaging multiple times, there was no response from the host. Most Airbnb's allow cancellation within 48 hours of check-in. The host was cooperative during the booking but has since ignored my messages regarding cancellation. A refund or credit for future use would be appreciated, but I am struggling to get a response from the host. As a previous Airbnb host, I would offer a refund for cancellations due to illness or Covid-19 without hesitation.

Good afternoon, I have previously inquired about setting up a separate account for a new listing on Airbnb. Despite trying the suggested methods, I have not successfully resolved the issue. I am a co-host with my daughter, S., who has a listing in Edinburgh. I have my own listing in Aviemore, and recently, we added a two-bedroom cottage in Aviemore owned by my son-in-law. The payments for this listing need to go to his British account, but for now, they are going to my daughter's account and then need to be transferred to his account. This process is inconvenient, especially for accounting purposes. My son-in-law used to have a listing named Loramore, and we are worried that if we set this as the default account, all the earnings from the three listings will be paid to him. Also, can you clarify if having one listing marked down for co-hosts affects all our listings? I hope you can assist with these matters. Regards, Margaret