AirBnB Customer Service Issues

Archive 70

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #70. It includes a selection of 20 issue(s) reported August 15, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
A few years ago, I created an Airbnb account through Facebook. I no longer have Facebook and now I keep getting a message saying my email address is linked to a Facebook account. I don't have access to that Facebook account since it's been deleted. How can I log into Airbnb without using my old Facebook account and without creating a new Airbnb account? I would appreciate a quick response. Thanks, Elwira Böhm.
Reported by GetHuman-elwirabo on domingo, 15 de agosto de 2021 20:45
I attempted to list my converted chapel property as three holiday lets in the beautiful Afan Forest Park in South Wales. Unfortunately, my listing failed due to an unrecognized address, "Carmel Chapel, Baxter Terrace, Glyncorrwg, Port Talbot, SA13 3DG," despite being valid on the UK Royal Mail and council databases. Strangely, Airbnb accepts a false address, "15 Baxter Terrace," when there are only 14 houses on the street. They even allow a Carmel Chapel address 12 miles away, which is not helpful for my situation. Airbnb customer support advised me to enter the incorrect address and then inform guests of the accurate one later, a solution I am not comfortable with. I have successfully received [redacted] packages at Carmel Chapel, and it is recognized in dropdown menus online. How can I persuade Airbnb to acknowledge the correct address for my listing?"
Reported by GetHuman-mactay on lunes, 16 de agosto de 2021 8:37
I have a booking for August 21st to August 22nd, but due to the lockdown in Melbourne, I am unable to travel to regional Victoria. I have attempted to reschedule the booking to a future weekend, but unfortunately, there are no dates available. As a result, my only option is to cancel the booking. I am concerned about losing money as the Covid restrictions and unavailability of future dates are beyond my control. I would appreciate any assistance you can provide in resolving this matter.
Reported by GetHuman-fwemly on martes, 17 de agosto de 2021 4:01
Hello, I made a booking for one night in Nimes, France last Thursday for work. I paid via PayPal, but the host contacted me saying I couldn't stay as he wasn't there. He mentioned not receiving any payment. I had to find an expensive last-minute alternative. I was charged €48.98 (Airbnb fee number: RCQTYY23DA). The host claims to have contacted Airbnb but nothing has progressed. Can someone please assist me or provide a French contact number for a resolution? Thank you, Pierre A.
Reported by GetHuman6471169 on martes, 17 de agosto de 2021 9:54
I have a reservation from 1/21/22 to 1/23/22 in San Juan, PR. Originally, the minimum stay requirement was 3 nights, and the guest booked only 2 nights. I've informed the guest about this and reached out to Airbnb for clarification. Despite asking the guest to cancel, I haven't received a response in almost a month. Since it's approaching the booking date of July 25th, I plan to cancel the reservation to avoid any penalties. This is a rare situation as we've had over [redacted] successful rentals and I've never had to cancel before. Please confirm the minimum stay policy for the date in question and either cancel the reservation or assure me I won't face penalties. Thank you. - Peter J.
Reported by GetHuman-elmorror on martes, 17 de agosto de 2021 18:31
Hello, I am reaching out to address an issue that occurred in September [redacted]. I encountered a troubling situation during one of my stays where the hosts caused distress to me and my group. After reaching out to AirBnb, I had a conversation with Simon, who agreed to close the case and kindly provided me with a £[redacted] coupon as compensation. You can refer to the previous emails in this thread for verification. I am thankful to your team for assisting me, and it increased my confidence in AirBnb. Regrettably, I have been unable to utilize the coupon for booking another stay due to ongoing harassment from the hosts before my conversation with Simon. They also left an abusive review, leading to rejections when trying to book stays. The review contains information already addressed and resolved during the call with Simon, where I substantiated my position and disproved their false claims. This situation is distressing as a resolved matter continues to affect my ability to use AirBnb, reminding me of the negative experience I wish to move past. I am inquiring about the possibility of either removing the review from my account or transferring the coupon to a different account to enable me to benefit from the compensation provided. I appreciated the support I received following the significant mental stress I endured during the stay, and any further assistance would be greatly valued. Although I detailed my experience with Simon over the phone, I am willing to provide additional information or previous communication if necessary. Thank you and best regards, Matthew
Reported by GetHuman-matt_wig on jueves, 19 de agosto de 2021 13:33
I made a reservation on 2/11/[redacted] for an Airbnb on the East Coast for a wedding. Unfortunately, due to Covid, the wedding got canceled. I reached out to my host on 7/27 to cancel my booking initially hoping to reschedule for November [redacted]. After realizing this wouldn't be possible, I requested a refund but was only offered a credit by the host. Because of Covid and health reasons, I haven't been able to use this credit. When I asked for a refund of $[redacted].76, Olivia from the Evolve Team said I had already been refunded, which I haven't received. She directed me to Airbnb, claiming they had the funds. This has been a frustrating and unprofessional experience with the host. I read in Barron's that your CEO has allowed refunds in certain cases, so I am requesting a refund of my deposit.
Reported by GetHuman-dfikert on viernes, 20 de agosto de 2021 15:59
Hello, I have noticed three instances in the past few months where bookings were accepted without my approval, specifically from Mattes, Renata, and Enzo. Renata had booked her flights, and Enzo even shared his arrival time without my initial confirmation. Payments were processed from them. I believe the protocol is for me to approve or reject bookings. Fortunately, these incidents did not cause inconvenience, but the outcome could have been different if they had arrived. Could someone contact me to explain why this is occurring? Is there an issue with my account causing this to happen before I review the emails? I will personally be going to the apartment on September 25th for a 2-week stay until the 8th. Please reach out to me at [redacted]1.
Reported by GetHuman6487441 on viernes, 20 de agosto de 2021 21:11
We need to cancel our upcoming reservation at the "Beautiful House + Pool" for 15 guests from December 26, [redacted], to January 2, [redacted]. Our confirmation code is HM3PWE4ZJZ. Due to the rising number of Covid-19 cases and variants in Florida, we no longer feel it is safe for our group, including a young child and an immunocompromised adult, to travel there. We have tried to contact the host but have not received a response. We are seeking guidance on the refund process given the circumstances. We hope for your understanding and assistance in this matter. Additionally, we suggest implementing a more user-friendly refund policy akin to VRBO. Thank you for your attention. Ron and Barb B. [redacted] Granville, OH [redacted]
Reported by GetHuman6511686 on jueves, 26 de agosto de 2021 20:26
Hello, I have already contacted customer support about this issue. I am looking to delete my existing account to create a new account with my updated address. My recent advertisement has been associated with the old account, causing me to receive reservation notifications. As I no longer have access to the email linked to the old account, which is [redacted], I request that the old account be deleted. Please cancel any reservations linked to that account until my new account, with a new email address, is set up. During my previous call, I was informed that this issue would be handled by a different department and that all current reservations would be canceled. I appreciate your assistance and ask for confirmation once this has been resolved. Thank you, Debby H.
Reported by GetHuman6517543 on sábado, 28 de agosto de 2021 8:36
I made a reservation with Airbnb and everything was confirmed. After the payment was taken from my account, I received an email stating that the reservation had been canceled and the money refunded due to issues from a background check. I haven't disputed the cancelation, but I never received the refund as promised. I have waited a reasonable amount of time for the money to be returned. The delay has caused significant inconvenience since the original payment was deducted promptly. I am extremely dissatisfied with the lack of assistance and support I have received from Airbnb. This unresolved matter has been a burden on my family, even after our vacation ended. I am disappointed with Airbnb's customer service and will not recommend the company to my friends or colleagues due to the poor experience I have had. It has been frustrating to deal with this situation and I feel let down by the lack of help provided.
Reported by GetHuman6519718 on sábado, 28 de agosto de 2021 22:08
I've been experiencing ongoing issues with booking an apartment through a host. Despite multiple attempts, the bookings keep getting cancelled, resulting in financial losses due to exchange rates. I've lost approximately 12 euros so far and am awaiting another refund, anticipating further losses. This situation has left me without accommodation for over a month. I suspect the host may not be legitimate. It is crucial for me to recover all the funds I've paid. Unfortunately, I've lost count of the number of times I've paid for this booking and the subsequent cancellations. I am uncertain if I've received refunds for all the cancellations.
Reported by GetHuman6532181 on martes, 31 de agosto de 2021 12:00
I'm reaching out about some issues during my recent stay. To be concise here, I need to delve into more details through phone/email. 1. I had to provide the address for my quarantine to ArriveCAN, so cancelling was not an option. I was charged an extra $[redacted] in cash, which seems against Airbnb rules. Other guests were also charged extra cash without choice during quarantine. 2. I paid a $[redacted] cash deposit and the host said I would only get it back two weeks post-checkout, which worries me. I wanted to pay the deposit through Airbnb, but she insisted on cash. 3. The room I got was different from the one I booked, with no balcony as promised. Others faced similar issues being placed in rooms with no windows, violating safety laws. We all felt trapped due to quarantine rules. 4. There were rats in the room throughout my stay. The host was slow to respond and denied the issue, despite us all witnessing the rats and me having video evidence. 5. The host made racist/inappropriate remarks towards a guest, repeatedly calling him Indian when he was from Pakistan, which was uncomfortable. I have video evidence. 6. The listing stated a private bathroom, but it was shared among three people, unsuitable during the pandemic.
Reported by GetHuman6535325 on martes, 31 de agosto de 2021 21:30
Upon arriving at my accommodation, the host abruptly canceled my reservation, leaving me stranded by the roadside until 1 am. Support eventually relocated me to a place I dislike, lacking a stove for cooking, and charged me an additional $[redacted] with no refund. Instead of a full water-view stay I originally booked, I was offered only a $[redacted] coupon. This experience with Airbnb has been the worst, as I feel deceived by both Airbnb and the host. I am upset and frustrated by the situation, fearing I will lose my stay and the $[redacted] with minimal compensation. I demand a waterfront property like the one I paid for, not an RV far from the water, to salvage this disappointing ordeal.
Reported by GetHuman6549689 on viernes, 3 de septiembre de 2021 0:04
I am seeking a refund for our reservation made for September 5, [redacted]. The living conditions were not suitable as originally advertised. Upon arrival, we discovered the Airstream was excessively hot, well over [redacted] degrees, with no functioning air conditioning. Additionally, the bathroom had an unpleasant odor due to the heat, and the refrigerator was not cooling properly. Despite attempts to contact the host for assistance, we were unable to resolve these issues as there was no cell service as promised. We ultimately had to find alternative accommodations due to the unbearable conditions. The host's response to our concerns was unsatisfactory, as she denied any responsibility and did not offer a resolution. We believe a full refund is warranted given the circumstances.
Reported by GetHuman6564231 on lunes, 6 de septiembre de 2021 14:50
I traveled to Charleston but had to return to Virginia due to my grandson's school quarantine. I had plans to stay in Wilmington later but need to reschedule. Natasha suggested contacting Airbnb for assistance with the cancellation and rebooking process. If they reach out to me, I will confirm the changes. Please get in touch with Airbnb directly to handle this. Thank you. Natasha
Reported by GetHuman-juliathm on lunes, 6 de septiembre de 2021 19:57
On September 4, [redacted], at 9:00 p.m., I contacted Ms. Жанна via the Airbnb website regarding the availability of her apartment, Green Spring Almaty, Kazakhstan, for a stay from September 11 to October 19. Immediately after submitting the request, I received a message stating that the apartment had been booked with confirmation code HMH29QSNQ9 and received an Airbnb receipt for $[redacted].98. On September 5 at 6:30 p.m., Ms. Жанна informed me that the apartment was not available at that moment. Despite reaching out to Airbnb and Ms. Жанна multiple times with no response, I contacted my bank, UNFCU, to stop the payment, but they confirmed it was processed. It appears to be a fraudulent listing on Airbnb, and I seek assistance in addressing this issue. Enclosed is the email exchange with Ms. Жанна for reference.
Reported by GetHuman6566290 on martes, 7 de septiembre de 2021 3:45
On September 4th, [redacted], at 9 pm, I sent a message through AirBNB to Ms. Жанна expressing interest in her apartment, Green Spring Almaty, Kazakhstan, inquiring about availability from September 11th to October 19th. Upon submitting the request, I received immediate confirmation that the apartment was booked with confirmation code HMH29QSNQ9 and an AirBNB receipt for $[redacted].98 attached. On September 5th at 6:30 pm, Ms. Жанна messaged me that the apartment was not available at the moment, apologizing for the inconvenience. Despite several attempts to reach out to both AirBNB and Ms. Жанна, I did not receive any response. I then contacted my bank, UNFCU, to stop the payment, but they informed me that the payment had already been processed. It seems that this listing on AirBNB may be fraudulent, and I would appreciate any assistance in addressing this issue to prevent further scams.
Reported by GetHuman6566290 on martes, 7 de septiembre de 2021 7:05
We have encountered an issue with a payment from someone named Hannah, who seems to be a scammer, for an event they did not attend under the name Luis. The payment was received via PAYPAL today for an event on the 7th of September [redacted]. They also mentioned in a WhatsApp message that they planned to book without attending. We at Red Chili Bali Cooking Class prioritize our reputation and do not wish to accept payment for services not rendered. We have asked for necessary information like an AIRBNB ID and a passport photo, but have not received any. It is crucial for us to address this situation appropriately.
Reported by GetHuman-glennjkn on miércoles, 8 de septiembre de 2021 6:37
I am writing on behalf of Shannon Thacker, who booked the Beautiful Getaway for 9/3 - 6/[redacted]. Unfortunately, due to a family death, Shannon had to depart on 9/4, resulting in her not staying for the last two days. As the owner, Walter Kelly, I assured Shannon of a refund under the circumstances. To adjust for the shortened stay, the taxes for the three-day reservation should be recalculated as for a one-day stay. I kindly request a refund for the two days of taxes along with half of the cleaning fee, as we only charged $40 for cleaning. The total refund amount requested is $93.86, which includes 2/3 of taxes at $53.86 and half of the $80 cleaning fee. We will be refunding Ms. Thacker for the two nights' rental and the specified additional charges. A quick response to this matter would be greatly appreciated to swiftly resolve this issue for the Thackers. Thank you for your attention to this. Sincerely, Walter Kelly, Owner/Manager
Reported by GetHuman6574560 on miércoles, 8 de septiembre de 2021 20:15

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