AirBnB Customer Service Issues

I'm one of the 8 girls heading to NYC for a bachelorette party. We made a reservation for a stay at [redacted] 6th Ave, New York, NY [redacted] from 9/20-9/22 under the account "[redacted]" Despite this, my card (Britney Vecca) was charged without my permission. We discovered after booking that there are three flights of stairs, making it inaccessible for our physically handicapped friend. The fine print also restricts parties and noise, though we only planned on some music before heading out to the city. Due to our busy nurse schedules, we couldn't reach the host within 48 hours, but we did inform them about our situation. Despite this, the host refuses to provide a full refund. I'm seeking a complete refund and can be contacted at the email provided or on my cell at [redacted]. Thank you.

I recently stayed with my family of five, including three young kids at Montauk Soundview resort for three nights. Despite our expectations, we were met with disappointment. The accommodations were overpriced with dirty walls, holes in the sheetrock, and thin ceilings that allowed us to hear noisy upstairs neighbors at 2 am. We were provided with minimal amenities, like three spoons for five guests and only two beds made upon arrival. The actual price per night was significantly higher than expected, and there was confusion regarding payment through Airbnb. I paid $3,[redacted].94 but was asked to pay again upon arrival. I am requesting a refund of at least $1,[redacted] due to the unsatisfactory experience and discrepancies in payment. The lack of comfort and discrepancies between the ad and the reality of our stay left us disappointed. Despite attempting to address issues with the front desk and requesting additional supplies, our experience fell short of our expectations. The high fees charged by Airbnb only added to our sense of dissatisfaction. I kindly ask for a refund as the accommodation did not meet our expectations. -Arianna

Hello, I'm new to this site and recently had three bookings come in at once. In my confusion, I mistakenly accepted a booking for a three-month period, thinking it would just be reserved. Later, I realized this and cancelled the other two bookings, but the dates remained blocked. How can I unblock the dates so that Lizelle can book from 28th of September to 15th of December? I've adjusted some settings to prevent auto bookings. The listing is for an open-plan flat in Rosebank, Cape Town, for two travelers. I noticed a $[redacted] fine, but I was expecting $50 - could you please explain this discrepancy?

During our recent stay, we encountered a property with a strong doggy smell ingrained in the carpet. The presence of dog hair in the carpet and floating in the air disrupted our dining experience and we had to dine out, significantly impacting our self-catering plans. The odor was overpowering due to the old carpets, possibly from prolonged dog occupation prior to renting since February [redacted]. Despite efforts with air fresheners, the smell persisted. We initially chose this property based on reviews that now seem dubious, possibly written by acquaintances. We are disappointed with our experience and considering leaving a less favorable review. Any advice on how to proceed would be appreciated. Regards, A.

I have a reservation for a long weekend in Marbella for 25 people. The property can accommodate this number, but your site only allowed me to input 16 guests during the booking process. I have paid a deposit, but the owner is requesting an additional €[redacted] for the 9 extra guests. I need assistance promptly as I have only 24 hours left to cancel for free. The property's advertising did not mention any extra charges for additional guests, so I believe this is misleading. Please help me resolve this issue quickly.

Issue: Unfair review by a demanding guest. Seeking reconsideration or removal of the rating. I had Barry and his wife booked to arrive on August sixteenth, which happened to be my birthday. Despite informing them of the check-in time in advance, they decided to arrive early at two pm without any acknowledgment of my special day. I graciously invited them to join my birthday lunch, which they accepted. However, they ended up arriving at four pm, causing delays and inconvenience. During their visit, they displayed entitled behavior, acted disrespectfully, and even attempted to wash dishes against my wishes, disregarding my friend's offer to help. They also failed to show basic courtesy or gratitude for the meal and hospitality I provided, which included a warm pork roast and dessert served in my best dinnerware. The low ratings they gave were unjustified, especially in categories like cleanliness and house rules. I put in tremendous effort that day, waking up early and giving my best, only to be met with unappreciative guests. As I reflect on this experience, I believe a reevaluation or removal of their rating is warranted.

Dear Sir, I recently received a complimentary Smoke and Carbon Monoxide detector from your organization via DHL. However, the consignment was addressed to "Little Angel" instead of myself, as I had placed a little girl's picture in my place. As a result, the customs authorities in New Delhi have not released the package. To resolve this, I had to provide my Know Your Customer documents. To facilitate the release of the consignment, I kindly request for the invoice to be amended to my name, Gurpreet Singh, instead of "Little Angel." The package was sent from Airbnb Singapore. Your prompt attention to this matter is greatly appreciated to avoid any potential penalties from customs for delaying the release. Thank you for your assistance. Yours sincerely, Gurpreet Singh

I urgently request a phone call or email for an immediate conversation regarding the issue. Please contact me at [redacted] or [redacted] I would like to speak with a supervisor as soon as possible to address the situation. Your prompt attention to this matter is appreciated.

Hello, I have some questions and I'm hoping for some clarification. 1. My partner will require a Visa on Arrival at the airport and they need verification of our stay in the apartment. Can you provide an invitation letter to act as proof for the Visa application? 2. I noticed there is a security deposit. Will this be returned? When is the security deposit payment required? Looking forward to your response. Thank you. Best Regards, Jinyu

Hello, I am Boris Quinonez. I urgently need to get in touch with Kristen Jarvis, whom I have known for a few years. Would it be possible to pass on my phone number, [redacted], to her? Alternatively, she can reach me at [redacted] It's somewhat urgent, but I understand she is expecting her second child, so I don't want to alarm her. Unfortunately, I have lost her contact information. I know she works as the assistant to the CEO.

We made a booking for a home on AirBnb in Guatemala. The homeowner primarily speaks Spanish and seems unfamiliar with AirBnb procedures. Our friends have previously stayed at the property through a different platform, confirming its legitimacy. It appears the homeowner unintentionally created two listings for the same house. Although we successfully booked through one link, the listing visible to her differs, causing confusion. We have our confirmation and receipt, but she has not received any notification. It seems there is a discrepancy between the two listings, hindering the booking process. Assistance in resolving this matter would be greatly appreciated. Thank you for your help.

I recently received an untrue and unkind review from a host named Paul regarding my stay at his property in Brighton. I am shocked and disgusted by the false claims he made about my behavior. This is the first time I have encountered such negativity on Airbnb, and I have always respected the properties I stayed at in the past. I have already responded to his remarks, but have not heard back from him. I am extremely distressed by this situation and I am requesting for the review to be retracted immediately. It is important to address such slanderous remarks and make it clear to the host that such behavior is unacceptable. I hope for a prompt and respectful resolution to this matter. Thank you. - Carolyn

I am having trouble making a booking. The website is asking me to upload a photo of myself and download a mobile app, which seems unnecessary since I'm already logged in on the app. It's also requesting access to my Google account, which is confusing and not working despite my efforts for 3 hours. The process is frustrating, focusing more on app installations and accessing contacts rather than providing a smooth booking experience. I just want to book a room easily and quickly.

I attempted to verify my phone number for a purchase, but the app malfunctioned and blocked me for supposed incorrect entries, even though my number was correct. For the past 12 hours, I have been stuck receiving an error message claiming I've reached the maximum attempts. I tried calling customer service, but without verifying my number, I cannot connect with anyone. This frustrating loop has been going on for 10 hours now. I urgently need to make a booking today, but the error keeps persisting. I hope someone can manually verify my number or reset the error promptly so I can proceed with my transaction. The current situation is far from ideal, and I just need to resolve this issue swiftly.

Hello customer service, I am having trouble locating my booking list on "TRIPS," which is why I am unable to cancel my upcoming trip. The reservation details are as follows: - Receipt ID: RCHWSYZHEP - Location: Loveland - Dates: Sat, Sep 28, [redacted] - Sun, Sep 29, [redacted] - Accommodation: Hotel room with 5 beds for 4 guests - Confirmation code: HMAFMJDNNE - Total cost: $[redacted].38 I am new to the cancellation process and am unsure of how to proceed with canceling this reservation. The policy allows me to cancel with a full refund up to 14 days before check-in, which would be September 14th. Due to changes in my travel plans, I now need to book at a different location. Any assistance with canceling this reservation would be greatly appreciated. Thank you, Thi N.

We recently stayed at a flat in Paris and encountered a few issues. There were minor problems, such as a malfunctioning washing machine, but the more concerning problem was the missing window blind in the bathroom, which compromised our privacy. Despite informing the Host and discussing it through the website and WhatsApp, the issue was not resolved. We even had to resort to using a colleague's hotel for showers. This situation was unacceptable and inconvenient, leading us to seek alternative laundry options at the hotel. We are now seeking advice on how to address this matter. Thank you.

Hello, I made a reservation for a place in Kellyville from September 12th to September 19th. However, upon arrival, it was not as described; instead, it felt like a rented-out hostel with individual rooms. Feeling uneasy, I spoke to Dawn, who initially agreed to refund me the remaining amount if I canceled. Despite canceling within 5-10 minutes, I was informed that the refund would only be processed by Airbnb after September 19th, and now they are refusing to refund the money as promised. This situation is unacceptable, especially considering the quick cancellation and mutual agreement. I am prepared to escalate this matter further if needed to recover my hard-earned money promptly. Kindly address this urgently and provide a resolution. Thank you.

Although I have used Airbnb for years while traveling to often distant and remote places, my latest experience with Airbnb was a disaster. When I arrived in Venice with all the messages I had received from the host of the "cosy room in Venetian apartment," I spent hours trying to locate the place. Even when I traveled to Iceland in the dead of winter, I was able to connect with my host. When I finally found the apartment address, there were no instructions. There was a group of buzzers to push, but none had the name of my host. I tried pushing all of them. A woman on the top floor yelled at me to stop pushing her buzzer, saying there was no Carlotta there. Despite my efforts for a few hours, I couldn't reach anyone inside. I had to find a place to stay in Venice without knowing where I was or where to go.

I signed up on Airbnb instead of Booking.com because I liked the idea of interacting with guests directly. I faced difficulty finding my own B&B listing with my address correctly stated on the website. I am worried about receiving good reviews as I recently hosted two elderly guests who enjoyed their stay, particularly the spacious and sunny private sitting room. I believe my rate of £80 per night (rising to £90 on weekends) is reasonable compared to local pubs charging £[redacted]-[redacted] per night. As a novice host after being widowed, I now understand the importance of providing more details in my listing. I am seeking advice on how to gain better visibility and attract guests without any existing reviews. I hope for a relevant response from someone who has read my message. Thank you. Jenny at 6 Pageant Drive, Tel [redacted]. Jenny at 6 Pageant Drive prefers a telephone call after 4 p.m., situated in a quiet cul-de-sac that is centrally located in the town, just 5 minutes away from key attractions like the Abbey, shops, and railway station, with parking available. These details are on my website, where I plan to add more photos soon. I am eager to learn how to improve my listing as a newcomer with no reviews.

Dear Airbnb Team, On September 7th, my roommates and I began our stay at an Airbnb located at [redacted] West 143rd Street, NY [redacted], paying a one-month fee of USD [redacted]. Unfortunately, on September 13th around 3 PM, an electric hazard caused a fire in the apartment, resulting in significant damage and distress. We had to quickly retrieve our belongings amid the chaos and find alternative accommodation. We understand that unforeseen events can occur, but we kindly request a refund for the three remaining weeks of our stay, as we could not continue living in the apartment due to the fire damage. We empathize with the host family's loss and acknowledge the challenges they are facing as well. When we contacted Customer Service, we received a standard response that did not fully address the extent of the situation. We urge Airbnb to consider our request for a partial refund as a gesture of goodwill and understanding during this difficult time. We hope for a prompt resolution and appreciate your attention to this matter. Thank you.