AirBnB Customer Service Issues

Archive 68

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #68. It includes a selection of 20 issue(s) reported June 16, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Upon arriving at the Tropical Breeze 2-bedroom Apartment in Clearwater hosted by Lea, I initially found the location to be perfect and appreciated the clear communication. However, during our stay, we encountered various bugs in the apartment. Initially dismissing them as common near-water pests, we later discovered bugs on the walls, in the kitchen, bathroom, and even crawling under the bed sheets and mattress. Concerned for my family’s health, especially considering my children's sensitivities, we left the accommodation at 2AM. Unfortunately, one of my children started coughing, and after the stay, we all fell ill, with some of us requiring medical attention (documentation available). The lack of cleanliness and attention to a clear bug infestation made our stay extremely uncomfortable. I am requesting a full refund for the two nights of our stay and have evidence in the form of pictures to support my claim.
Reported by GetHuman-dejahdor on miércoles, 16 de junio de 2021 4:14
Regarding booking reference HMJ5KRPR9N for Hawks Hideaway from June 25th to June 28th, [redacted], I have agreed to a full refund for the guest, Lindakuhle Gqawaza, despite the booking being non-refundable. There was some confusion as the guest reached out to me, the host, but Vejeth, presumably from customer support, contacted me as if I were the guest. As the host of Hawks Hideaway, reachable at [redacted], I am aware that the guest wishes to cancel due to not being able to host a party at the location. Since parties are not allowed at the complex and the guest plans to have more guests than initially booked for, I am supportive of the cancellation to maintain compliance and prevent any operational risk. The guest must be contacted to arrange the cancellation and refund promptly. To expedite the process, please contact Lindakuhle Gqawaza at +27 79 [redacted] to initiate the cancellation and ensure a full refund is processed without delay. Best regards, Carol Nicholson
Reported by GetHuman-hawkshid on miércoles, 16 de junio de 2021 9:38
Hello, Today I made a reservation for an accommodation in Munich, but I realized that my Airbnb account has my old email and phone number. Unfortunately, I can't remember the password for my old email to verify my identity, resulting in my Airbnb account being blocked. Additionally, I recently got married in September and would like to update my last name. I am willing to provide all necessary documents such as my passport and ID for verification purposes. If it's not possible to update my account, could you please cancel my reservation so I can receive a refund? I will create a new account and make a new reservation if needed. Thank you for your assistance! Sincerely, Monika S. New phone number: +[redacted] [redacted] [redacted] [redacted] New email: [redacted]
Reported by GetHuman-monpucha on sábado, 19 de junio de 2021 20:21
I had trouble with Airbnb as they suspended my account and mistakenly canceled two reservations while I was trying to update my payment method. The refund of $[redacted] got sent to my closed bank account, and Airbnb claimed it was a bank issue. Despite my efforts, Airbnb only provided generic responses. I have repeatedly requested a call from management for assistance without success. The situation remains unresolved, and over $1k is in limbo. I am seeking a resolution and have reached out to the BBB for support. I urge Airbnb to address this matter promptly.
Reported by GetHuman6225363 on domingo, 20 de junio de 2021 14:41
Greetings, I am Mesfin Gezahegne from the City of Douglasville's Finance Department. I need some information regarding how AIRBNB ensures hosts comply with local ordinances, specifically related to recent tax laws in Georgia affecting short-term rentals. How does AIRBNB help hosts obtain necessary licenses and comply with regulations in cities like Douglasville? Additionally, how does AIRBNB handle tax collection and remittance in Georgia? Will AIRBNB communicate with local authorities if issues arise with hosts? Your prompt response is appreciated. Thank you.
Reported by GetHuman-gezahegn on miércoles, 23 de junio de 2021 15:49
During our recent two-night stay at a rental with my wife and our young children (1 & 4 yrs), we were immediately hit with the smell of cigarette smoke in the room. After informing the host, they suggested we buy an air freshener and they would reimburse us. Throughout our stay, we discovered several issues like missing light bulbs, trash on the balcony, and even a used condom behind the nightstand. When we raised these concerns, the host mentioned waiting to see reviews before deciding what to do, which seems to go against Airbnb's policy on extortion. I've asked why our review affects their decision but have yet to receive a response. Thank you for any assistance with this matter. Regards, Steve
Reported by GetHuman6266339 on martes, 29 de junio de 2021 2:08
I need assistance with cancelling my reservation and ensuring I am not charged for the last payment. Initially, I booked a room in a 2-bedroom house for a reservation starting on 6/11/21. However, the owner (Eman) contacted me to reschedule for Sunday, 6/13, due to a double booking. The address provided differed from the original reservation. I am currently staying in an 8-bedroom house with full occupancy which is not what I expected. The living conditions are subpar, especially with constant visitors at night disrupting my sleep. Numerous attempts to contact Eman to address these issues and confirm the cancellation of the last payment have been unsuccessful.
Reported by GetHuman-kengamer on martes, 29 de junio de 2021 19:40
I am having trouble booking a trip that I can cancel for a refund. Airbnb is stating that they won't refund my booking fee due to multiple cancellations on my account. Some of these cancellations were directly related to COVID-19 travel problems. For example, my trip to New Orleans was planned before the pandemic, which disrupted my plans. Additionally, my trips to Guadeloupe (including a stop in Miami on the return) were canceled because of border closures and flight cancellations by the airline. Lastly, I had to cancel my stay in Muir Beach because we had a second dose vaccine appointment scheduled during that time, but the host wouldn't accommodate a change in our booking.
Reported by GetHuman762800 on sábado, 3 de julio de 2021 17:16
I made a reservation for a one-night stay in Paris on July 5th, but on the evening of July 4th, the host informed me via text that he was too unwell for me to stay. Despite my efforts to have him cancel the booking, it was not done. The host did not communicate through Airbnb, which is concerning. I followed the Airbnb instructions to request a refund, but I struggled to locate the appropriate link. Moreover, I inadvertently marked that I was satisfied with the resolution when I was not. The situation feels like a scam. My booking number is HM334NRSQA, and I found myself stranded in Paris without accommodation for the night.
Reported by GetHuman6297926 on martes, 6 de julio de 2021 8:28
#1: I made a reservation for 7/13 at Arlo Hotel Midtown NYC and received a confirmation promptly. However, when I requested a modification to stay for 2 nights instead of 3, I did not receive a confirmation. #2: It appears that the hotel is currently undergoing significant construction, making it difficult to locate the entrance from the street. I wonder if many of the reviews were posted before the construction began. #3: After confirming the first night with my credit card, I was informed of a $20/night tax fee and a $[redacted] deposit. These additional charges were not disclosed on the BnB site. I am looking to secure a room and would appreciate confirmation of the reservation for 7/12. Additionally, I am unsure about the extra $40 charge. I am fine with the deposit as long as it's refundable. Can anyone suggest a better and more reasonably priced accommodation in Midtown?
Reported by GetHuman6301793 on miércoles, 7 de julio de 2021 0:08
Hello, I have been a loyal AirBnB user for several years now. Recently, I realized that the email address associated with my account has been inactive. Despite this, it hasn't caused any issues since I primarily use the app to communicate with hosts. However, I now wish to update my password due to security concerns, but I am unable to do so without access to the old email. The email address linked to my account is no longer valid ([redacted]), and I would like to change it to my current one ([redacted]). I am seeking assistance on how I can reset my password without access to the old email. Thank you for your help. Patrick E.
Reported by GetHuman6302731 on miércoles, 7 de julio de 2021 7:37
Hello, my name is Adam G. and I'm having trouble logging into my account. My ex has control of the account with my email address on AirBnB and she is the only one who can access it. I tried to reset the password, but the account is linked to her phone number. I need assistance to update the account with my information to prevent her from accessing it. Thank you.
Reported by GetHuman6313053 on viernes, 9 de julio de 2021 13:48
During our stay, we have encountered some difficulties that have been quite disappointing. Firstly, there was a broken toilet seat in the bathroom which made it inconvenient for us to use. Additionally, we have noticed ants in the bedroom, which the host mentioned is common in the area, but it would have been helpful to know beforehand. We requested an ant trap, which was eventually provided, but the ongoing presence of ants is still a concern. Moreover, the listing stated that toilet paper and laundry detergent would be provided, yet we were only given 2 rolls of toilet paper for a 10-day stay, which is insufficient. The laundry detergent pods had melted together due to the heat, creating a messy situation for us. We informed the host about these issues, but the response has been lacking. They mentioned they would address the broken toilet seat but have not followed up on this matter. Overall, we are unsatisfied with the current situation and are considering alternative accommodations if possible.
Reported by GetHuman6327081 on lunes, 12 de julio de 2021 23:30
During my recent 18-day stay at an Airbnb on [redacted] Insurgentes Sur in Mexico City, I encountered several issues with the listing. The property was advertised as a luxury unit with amenities such as a King Size bed and air conditioning, which was crucial for my husband's recovery after his knee replacement surgery. However, upon arrival, we discovered that the unit did not have air conditioning, lacked a coffee pot, and did not even have a half bathroom as advertised. Upon contacting the host, a coffee pot was provided, but the air conditioning situation was dismissively handled. The makeshift cooling system provided was not sufficient. Additionally, the property required a Roku for media services as the TV was not a Smart TV. Problems escalated when we were unable to use the washing machine due to leaks which caused disruptions and even days without water. Despite the building manager offering alternative accommodations that were not communicated to us by the owner, we were only offered a one-night stay at a hotel as a resolution. The overall experience was disappointing, with uncomfortable furniture and a poorly equipped kitchen. We are seeking a refund for our stay.
Reported by GetHuman6348485 on sábado, 17 de julio de 2021 19:23
I've tried to book the Townhouse by the Sea Breeze in Carolina Beach through the Airbnb link provided. I faced issues during the verification process and ended up uploading my license photo to proceed with the payment using my Discover card. Upon checking my Discover account, I noticed three separate charges of $1 each without receiving a confirmation email for the reservation. I'm a bit uncertain why my card was charged multiple times for $1 each and would appreciate assistance to confirm the booking. I'm eager to finalize my August vacation plans at this location but feel unsure about the repeated charges and the security of my information after being requested for verification. If anyone could provide guidance on how to proceed, it would be greatly appreciated. You can reach me at [redacted] or [redacted]
Reported by GetHuman6353476 on lunes, 19 de julio de 2021 12:37
Hello, my name is Ciara Ryan. I had a trip planned to Belfast from Thursday, July 22nd, to Sunday, July 25th. Unfortunately, one of my household members tested positive for Covid-19. As a close contact, I also have symptoms and am being tested today. The other guests who were to join me are also getting tested. Due to the circumstances and the heightened risk with the new variant, we are unable to proceed with the trip. I understand your policy covers such situations under extenuating circumstances. I requested the host to reschedule our stay, but regrettably, they declined. We now seek a refund as we feel unfairly treated. Is there any assistance you can offer us in this matter? Thank you, Ciara.
Reported by GetHuman6358256 on martes, 20 de julio de 2021 11:05
Mi cuenta ha sido cerrada de forma permanente por no cumplir con los requisitos. Quiero recuperar mi cuenta o poder crear una nueva. Hace aproximadamente 4 años creé una cuenta en la que era la anfitriona de unos apartaestudios en Cali, Colombia. Posteriormente, dejé ese trabajo y me uní a una cadena hotelera. Durante mi empleo en la cadena hotelera con hoteles en Cartagena, manejaba cuentas de Airbnb sin inconvenientes bajo la cuenta de la empresa. Ahora deseo ofrecer servicios de hospedaje en Riohacha, Colombia, pero encuentro mi cuenta cancelada permanentemente. Me gustaría saber qué opciones tengo para solucionar esta situación. He apreciado la plataforma durante mucho tiempo y deseo recuperar mi cuenta personal para seguir utilizándola como anfitriona. Angela Maria Restrepo Prada. Documento de identidad [redacted]9.
Reported by GetHuman-hangyres on miércoles, 21 de julio de 2021 12:13
I am facing difficulties accessing my UK Airbnb account because the log-in process requires a code to be sent to my old work email address, which is no longer valid. This has made it impossible for me to access my account. I have tried creating a new account with my personal email and my wife's mobile number, but I cannot link my original mobile number to this new account. I would like assistance in deleting my old account with the phone number [redacted]0. Thank you.
Reported by GetHuman6367839 on jueves, 22 de julio de 2021 19:22
Hello, I received a confirmation for my rental HMXZKYK44Q a week ago under my name J.-J. Gacond at +41 79 [redacted]. I have been trying to contact the host through your messaging system and phone, but have not received a response. I am seeking the precise address with the street number and a contact phone for check-in in Kinshasa, DRC. My wife and son are traveling tomorrow, and I am concerned about the lack of information and unresponsiveness from the host. It has been a frustrating experience trying to get this important information before their trip.
Reported by GetHuman-gacond on viernes, 23 de julio de 2021 19:39
Hello, I am struggling during my current stay and need assistance. The landlady has set unreasonable rules for living in the room. Despite my efforts to avoid disturbances, I am constantly criticized for minor things like the length of my showers, where I place items, and how I clean. This situation has made me fear for my safety. I avoided answering your call earlier out of fear. Can you please help me find alternative accommodation for the remainder of the week? I am available to discuss further details tomorrow at 2:30 pm CET. You can reach me at +[redacted]1. Thank you for your help. Best regards, A. Kłys
Reported by GetHuman-a_klys on sábado, 24 de julio de 2021 19:58

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