AirBnB Customer Service Issues

Archive 63

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #63. It includes a selection of 20 issue(s) reported October 21, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
We encountered significant problems with a renter and have been in contact with a representative from the resolution center multiple times. Will emailed us on Oct. 3, [redacted], at 14:32 PDT, requesting the identification and notification of the guest, DeAsia Marie HMTMNBZRS2, regarding the incident. This request felt redundant since we were already discussing various issues during their stay at our property. We had to address concerns like littering, excessive noise disturbing neighbors, and even parking on a neighbor's lawn, all of which were unusual for us. We have accumulated bills for damages, including cleaning and replacing items that took several days to address. Though we have yet to replace all the damaged towels and linens due to being off-site and having backups for other renters, we have evidence in the form of pictures and invoices from our housekeeper and property manager. We are seeking assistance in expediting our claim process to recover from this unfortunate experience. Please contact me, Dan Bleier, at 1-[redacted] to guide us in resolving this situation promptly. Thank you, Fran Weinstein & Dan Bleier
Reported by GetHuman-propman on الأربعاء ٢١ أكتوبر ٢٠٢٠ ١٦:١٨
I was charged $15,[redacted] by Airbnb for a July rental at 36 Bridle Path Rd, Westhampton Beach. Despite receiving confirmation, the host later claimed it was a mistake and demanded $30,[redacted]. Multiple rejection notices followed. Capital One billed me for $15,[redacted].11, which I disputed. Despite temporary credit, Capital One now requires payment. I need Airbnb to resolve this within two weeks to avoid legal action. Contacting me via email [redacted] is preferred. Thank you. - Jeremy T. Medina.
Reported by GetHuman5399175 on السبت ٢٤ أكتوبر ٢٠٢٠ ١٤:٥٨
1. I booked a stay at the Pearl Street Beach Cottage after a conversation with the host. However, I was not aware that assistance dogs or pets needed to be with the owner at all times, as my dog is well trained. 2. The host later informed me that my assistance dog must be with me [redacted]% of the time, even in outdoor areas. This was not communicated initially, and I am uncomfortable with this requirement due to the heat in Florida. The host suggested canceling. 3. I attempted to cancel but was instructed to have the host cancel. I am requesting a full refund since this cancellation falls within 24 hours of booking. 4. My confirmation code is HM4R9DCFQZ. The owner, Eric, operates the Pearl Street Beach Cottage in Ft. Meyers Beach. 5. I received a receipt stating a fee is applicable, which I am disputing. 6. My dog is a medically prescribed emotional support animal with proper training. Lacking prior notice of these specific rules, I am unwilling to pay any additional fees. Correspondence with Eric can be viewed on your platform. 7. Kindly address this matter promptly. 8. To avoid further inconvenience, I would appreciate an email outlining the resolution to refund the full amount paid for the rental considering the circumstances described.
Reported by GetHuman-nickisla on السبت ٢٤ أكتوبر ٢٠٢٠ ١٨:١٥
I made a reservation yesterday for February 19-22, [redacted]. However, my husband, who has health concerns, is worried about Covid-19 still being a risk around that time. Therefore, he has requested that I cancel our reservation for our safety. I have reached out to the host to inquire about waiving the service fee due to the short notice. This booking was meant to be a surprise 60th birthday celebration for my husband, but given the circumstances, we feel it's best to cancel. I kindly request to cancel reservation #HMK889NKYY made less than 24 hours ago and receive a full refund of $1,[redacted].74 due to the extenuating circumstances. I hope the host will be understanding of our situation. Thank you. Tami
Reported by GetHuman5402400 on الأحد ٢٥ أكتوبر ٢٠٢٠ ٢٣:٠٢
I am with a management company that operates several hotels listed on AirBnB. We are in need of assistance with our accounts as our tax settings seem to be incorrect. Additionally, one of our general managers recently resigned, so we need to update that information. We have a few other queries that we would like to discuss as well. Unfortunately, we have been experiencing challenges with the chat function on the platform. We are unable to progress beyond a certain point and would greatly appreciate speaking with a live person to address our concerns. I have included multiple email addresses in this correspondence for your reference. Would it be possible for a representative to contact me directly on my cell phone at [redacted] to assist with resolving these issues? Your prompt attention to this matter is much appreciated. Thank you for your help.
Reported by GetHuman-jtetlak on الأربعاء ٢٨ أكتوبر ٢٠٢٠ ١٢:٢٣
Eva misrepresented the property I booked, endangering me by placing me in a house without the host present. Additionally, she allowed a loud party of inconsiderate guests to disturb my stay without prior notice. Despite addressing my safety concerns, Eva disregarded them until I ultimately decided to leave for a hotel. When she eventually reached out, she insulted me, belittled my fears, and made derogatory remarks about my nationality. I have reported these incidents to Airbnb, who assured me of a full refund and further assistance, which they have not followed up on. I am seeking a refund as a minimum resolution from Airbnb. Thank you for any guidance.
Reported by GetHuman5419749 on السبت ٣١ أكتوبر ٢٠٢٠ ٠٣:٠٧
Hello, I would like to send a personal letter to "Manuel + Stacey" in Rhodos, Archangelos Stegna, "Spot on the sea" to express my gratitude for their kindness. Unfortunately, I had an accident on the day of our arrival (Oct 17) and had to fly back to Hamburg for surgery. I am now recovering at home and grateful for the refund from Airbnb and the owners. I am trying to reach out to them to thank them and update them on my health. Could you please provide me with their contact information as the number I had does not work? I appreciate your assistance. Best regards, Konrad Tempel Föhrenstieg 8, [redacted] Ahrensburg / Germany.
Reported by GetHuman5422441 on الأحد ١ نوفمبر ٢٠٢٠ ٠٨:٤٥
Hi, I am inquiring about a refund for a SeaBreeze property I booked for August 14th to 17th. We were looking forward to our stay as we have always had positive experiences with Airbnb in the past. Unfortunately, my girlfriend fell ill and was diagnosed with Coronavirus, requiring a 14-day quarantine, overlapping with our reservation dates. I contacted Airbnb through the app but did not receive a response for three days. When they finally did, they mentioned speaking to the owner but did not follow up. The rental company I reached out to showed a lack of concern and offered no assistance, even suggesting my girlfriend quarantine in the rental. She was in pain and unable to move. I am extremely worried about her health and disappointed by the lack of understanding. I am willing to provide the necessary test results and am eagerly awaiting a resolution from you. Reservation Details: Angelo Habib August 14th-17th Beachfront spacious duplex
Reported by GetHuman5427423 on الإثنين ٢ نوفمبر ٢٠٢٠ ٢٢:٠٩
Hello, my partner Peter and I, Chloe Cawley, paid €[redacted] to move into a place on Link Road in Poleberry hosted by Damien Ludovic. However, I mistakenly transferred the money directly to Damien's account instead of Airbnb's account. My reservation was canceled, and I was informed that the €[redacted] was refunded, but I have not seen it in my bank account yet. Damien Ludovic mentioned that I can rebook once the refund comes through. I sent the €[redacted] on Friday, and today is Monday. I am just curious when I can expect to receive the refund.
Reported by GetHuman-chloexpj on الإثنين ٩ نوفمبر ٢٠٢٠ ١٣:٥٧
I recently made a booking but immediately after found a place to stay at a friend's house. I am calling within 10 minutes of booking to request that the charge not go through on my Visa or MasterCard. I apologize for any inconvenience. My name is Debra Harris, and my address is [redacted] Elizabeth St., Burlington, Ontario L7R084. My phone number is [redacted]. I do not wish for the transaction to be processed. I appreciate your understanding and assistance in canceling this reservation promptly.
Reported by GetHuman-dnrharri on الإثنين ٩ نوفمبر ٢٠٢٠ ٢٠:٢٥
I have a reservation in Savannah, GA with Sonder through Airbnb. Recently, a member of our group was exposed to someone who tested positive for Covid-19. We prepaid $2,[redacted] for the booking and are concerned about traveling and potentially putting Sonder at risk. We are seeking a refund, acknowledging there might be a fee, but losing the entire amount seems excessive. Sonder agrees with our concerns, but since we booked through Airbnb, we understand the refund process should go through them. It has been a challenging decision for us, and we appreciate any assistance in resolving this matter. Thank you for your help, and we await your response.
Reported by GetHuman5490781 on الثلاثاء ٢٤ نوفمبر ٢٠٢٠ ١٨:٢٣
I had a reservation for a 2-month stay in Malaga from December 1, [redacted], which needed to be canceled due to Spain's state of emergency and closed borders. I reached out to the host about changing the dates after the closure was extended to December 10, [redacted]. Despite requesting to change to February 1, [redacted], the host declined. After finding no solution for new dates, I canceled the stay and unfortunately lost the prepayment of the first month. I was then additionally charged $67.65 on my Visa, which I find unfair given the circumstances and lack of control over the situation. I am concerned about being charged for the second month of the reservation and would like clarification on the fees, a potential refund, and assurance that there will be no further charges. The current situation has made planning travel difficult, and I hope for a fair resolution as I plan to continue traveling in Spain. Thank you for your attention to this matter. - K. Varas
Reported by GetHuman-idivaga on الأحد ٢٩ نوفمبر ٢٠٢٠ ١٨:٥٥
I have a coupon I'd like to use for booking a trip, but the message states it expires on Apr 22, [redacted], and can only be used for reservations starting before that date. I'm confused as to why I can't apply it to my current booking. Additionally, I have a second coupon expiring on December 2nd. Could you clarify if it's true that only one coupon can be used per booking?
Reported by GetHuman5509963 on الثلاثاء ١ ديسمبر ٢٠٢٠ ١٦:٢٤
I am experiencing difficulties with entering my phone number to make a reservation on the website. Despite trying various solutions like using different browsers and manually typing the number, the system keeps rejecting it. Additionally, when attempting to contact customer service, it requests my phone number. This obstacle is concerning as the deadline for booking the desired dates and location is approaching. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you, Leah
Reported by GetHuman-lzschwar on الثلاثاء ١ ديسمبر ٢٠٢٠ ١٨:٤٤
I selected "explore nearby stays" for my upcoming travels. Excitedly, I found what seemed like the perfect place and booked it without checking the address assuming it would be close. After payment, I realized the location was unexpectedly 6.5 hours away, almost as far as the State of Impossibility. With such a long commute, it would leave me with only 3 hours to work each day after accounting for travel and sleep. I promptly messaged the host, Rich R., apologizing and explaining the distance was too far. Within 5 minutes of booking, I requested to cancel. However, Airbnb claimed the brief reservation time warranted withholding around $[redacted], and my refund might take up to 2 weeks. I hope this issue can be resolved promptly. Thank you.
Reported by GetHuman-nuhrd on الأربعاء ٢ ديسمبر ٢٠٢٠ ٠٤:٤٦
Hello, I am Tanios El Khoury. My username is [redacted] I recently became a new host on Airbnb with my house named Byblos Panorama. Approximately three weeks ago, when I created my Airbnb account, I linked my payout to a Payoneer account. Unfortunately, my Payoneer account is still pending approval, and they request new documents daily. Despite already having rented the house on 01/12/[redacted], I have not received the payment yet. I am concerned about what will happen to these pending amounts if Payoneer takes more time to approve my account.
Reported by GetHuman-tkhoury on الأربعاء ٢ ديسمبر ٢٠٢٠ ٢١:٤٢
Last night, I received a phone call instructing me to vacate the premises immediately. I have already paid for my stay until December 15th, and I have a booking for the suite until January 15th with the upcoming payment due on December 5th. Despite my inquiries, the individual on the line refused to provide any valid reason for the sudden eviction. This lack of professionalism and rudeness is unacceptable. Currently pregnant and navigating the challenges of COVID-19, I am actively searching for rental options and cannot understand the abrupt demand to leave without any explanation. It is distressing to hear that a refund is being denied. I will not comply with this request until I receive a legitimate explanation for being asked to leave so abruptly at 11 pm.
Reported by GetHuman5518963 on الخميس ٣ ديسمبر ٢٠٢٠ ٢١:٣٨
Hello, I have signed up for the Airbnb affiliate program and have been receiving regular email updates regarding my account summary. Unfortunately, I am experiencing difficulty logging in using my credentials. Despite attempting to reset my password, I am encountering an issue with my email address. Could you kindly investigate this matter and provide guidance on the necessary steps to resolve it? Additionally, I have accumulated over ₹[redacted] through affiliate marketing and wish to transfer these earnings to my PayPal account, which I initially linked during registration. Thank you in advance for your assistance.
Reported by GetHuman5524115 on السبت ٥ ديسمبر ٢٠٢٠ ١٠:٠٩
A guest made a booking with us but had to cancel due to New Mexico's laws regarding the COVID-19 virus. We are cooperating with the government regulations and acknowledge the situation is beyond our control. Charlie booked for December 16-20, [redacted], and has only received a partial refund. We want him to feel welcome to book with us again in the future and are requesting a full refund for him. We agree that Charlie should receive a complete refund. Please contact us at [redacted] or email us at [redacted] to assist further. Thank you, Jim & Mari Lu Jensen.
Reported by GetHuman-mariluje on الثلاثاء ٨ ديسمبر ٢٠٢٠ ١٥:٢٥
I recently noticed that someone has accessed my account without my knowledge. While my current host was sending me messages, the unauthorized person was responding on my behalf. The host reached out to me due to the suspicious replies he received from my account. My account is Maťo Vači Vačko on Facebook, associated with the email [redacted] and phone number +[redacted]19. I appreciate any assistance you can provide in this matter. Thank you.
Reported by GetHuman-vackova on الثلاثاء ٨ ديسمبر ٢٠٢٠ ٢١:٠٣

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