AirBnB Customer Service Issues

I would like to address a previous review situation. Approximately 8 years ago, I received a one-star review from an Airbnb guest, which led me to stop using the platform altogether. Presently, I am a diplomat with the U.S. State Department based in Vienna, Austria, and require executive Airbnb accommodations frequently for VIP visits. While I have attempted to utilize VRBO and other regional options, they do not offer the same variety that Airbnb does. Last week, I experienced significant stress trying to find alternatives due to this limitation. When the issue with the negative review arose in [redacted], my husband and I decided it was not worth the trouble to address it. Since then, we have successfully rented properties through VRBO in various locations. However, in Europe (where I will be located for the next 3 years), the options available through VRBO are not as extensive as Airbnb's. I am required to rent under my name. Despite having excellent credit and being federal employees (with a top-secret security clearance and a husband in law enforcement), we encountered a dispute with a previous host regarding an unreported additional guest. Although this was an oversight and the property was left in impeccable condition, we upheld all other terms of the agreement. I am seeking advice on possible solutions at this stage.

To whom it may concern, My Airbnb account has been under review for over a month, and I am unsure of the reason for this prolonged process. I apologize for any inconvenience this may have caused. I would like to provide context to my recent experience that may shed light on the issue at hand. As an international student at the University of Manitoba from Iran, I face challenges due to sanctions in my home country. This includes difficulties with credit cards, SMS verification codes, and more. I recently booked a room for a friend in Winnipeg, which resulted in the cancellation of my reservation and the suspension of my account. My friend is currently in Winnipeg, having rented a house, while my account remains under review. I am disappointed by the lack of support in this critical situation. I kindly request that my account be reinstated, as I have a positive history as a guest. I am a responsible and diligent individual striving to support my friends and fulfill my aspirations.

I accidentally left behind a cherished souvenir in an Airbnb apartment in Belgrade, Serbia on September 9 hosted by Predrag and Ivana. The host confirmed they found the item, a plug adapter purchased in Germany years ago, and agreed to mail it to my daughter's boyfriend in Budapest, Hungary. Despite assurance of delivery by September 23, the package hasn't arrived yet. Multiple messages from my daughter's boyfriend requesting the receipt and tracking number went unanswered. Could someone assist in contacting the host to obtain this information? We just need the name of the shipping company and the tracking number to locate the missing souvenir. The lack of response is becoming quite frustrating. Your help is greatly appreciated.

I am reaching out on behalf of my brother, William Rogie, who has recently been discharged from the hospital after a 6-week stay due to illness. He was scheduled to arrive at San Pedro, Alcantara Apartments on July 16, [redacted], but his health prevented him from traveling. I notified Airbnb via email on the morning of July 16 before 3 pm, requesting a refund, which should have been processed with a deduction for one day. However, my brother has since recovered and realized he never received the refund. I can provide the email I sent on my brother's behalf as evidence of the cancellation request. This is my first experience with Airbnb, and I appreciate any assistance you can offer in resolving this matter. Your attention to this refund for my brother would be greatly appreciated. I apologize for the delay in addressing this issue, as I have been assisting my unwell brother during this time. I look forward to your prompt response. Best regards, Wilma Burr (on behalf of William Rogie)

Our reservation for a January stay in Puerta Vallarta, booked three weeks ago, was unexpectedly cancelled due to the current tenant's request to extend their stay. We struggled to find a similar option at the same price, with alternatives either lacking amenities, in different areas, or more costly. After much searching, we secured a place further away at an additional cost of $[redacted]. Surprisingly, the price for the unit we booked skyrocketed from $[redacted] in the morning to $[redacted] in the evening when we finalized our reservation. This sudden price increase for the same place on the same day left us puzzled. Given our extended travel plans through Airbnb until April [redacted], this cancellation hit us hard financially. We declined the host's alternative offer, close to a noisy church without a bedroom door, due to our 29-day stay. The last-minute booking elsewhere led to an additional expense for a hotel stay on January 2nd and extra taxi fares before we could move into the new place on January 3rd. We seek clarification on the drastic price change in one day, as it has significantly impacted our budget. Best regards, Jelana Eckart.

Hello, we were informed by our host that an early check-in was possible at 13:30 instead of the standard 15:00 check-in time. However, upon arrival at 13:30, we discovered that the flat was not ready due to cleaning issues. The host could not provide an estimated time for when the flat would be available and suggested checking in later in the evening. Unfortunately, this change in plans has left us in a difficult situation as we are unable to leave our belongings or return at the original check-in time of 15:00. The host has suggested canceling our reservation, but we are unsure about the refund process. We are unsure of what steps to take next.

Hello, I recently changed phones and needed to download the Airbnb app. Unfortunately, I forgot my password. After resetting the password, it requires an authentication code sent to my old mobile number, which I no longer have access to. Since my Airbnb account is linked to my old number, I am unable to receive the code and access my account. Can anyone offer guidance on how to resolve this issue?

Hello Airbnb, I am reaching out because my hotel has been blocked from your platform. I am puzzled by this action as I have a solid work history, including 32 years as a House Mother at West Bromwich Albion FC. Throughout my long career, I have maintained a clean record with no criminal offenses, abusive behavior, or prejudice of any kind. I am deeply concerned by your decision and demand an explanation for this unjust treatment. I am prepared to take legal action if necessary to protect my lawful business in Great Britain. Your actions violate both English and European laws, and I will not stand by while my hotel is unfairly targeted. I urge you to reconsider your stance and rectify this situation promptly. Sincerely, Lynne Mary Allan

I arrived at our Airbnb rental yesterday, a 3-bedroom house. Unfortunately, there was no air conditioning, so we had to rely on opening windows and using ceiling fans. To our dismay, this morning at 7 am, we were disturbed by 6 men operating heavy machinery just 3 feet from our windows. There was construction noise both in front and behind the property, making our stay uncomfortable. Despite reaching out to the host and then Airbnb, our request to cancel and get a refund was denied. Frustrated, we decided to leave at the check-out time, which was only 14 hours after we checked in last night at 8 pm. We are looking for a resolution to this issue and have videos and pictures for evidence. My name is N. Briseno, you can reach me at [redacted] or [redacted]. Property name: Airbnb San Agustinillo house HMBAJKS8A4.

I have already submitted my complaint about Airbnb. Nevertheless, I request that you address the issues that have led to my account being blocked on your platform. Please retract these unsubstantiated accusations, as they are affecting my ability to conduct business on Airbnb.com lawfully. In the future, if you encounter any concerning information, I urge you to notify me promptly. As a company operating in Great Britain, it is your legal responsibility to ensure fair treatment and not unjustly hinder individuals from conducting legal activities. Your current actions are unjust and could harm innocent parties. Therefore, I recommend that you update your platform to comply with British laws and prevent further distress to users.

I am having trouble reaching the phone numbers provided, so I am reaching out via text instead. I am experiencing several issues with the unit I am staying in. The washing machine is not working, which the host mentioned is the owner's responsibility. The host kindly offered to wash my clothes in his office, but this is not a sustainable solution. Additionally, the air conditioning situation is inadequate. The unit in the second bedroom is not functioning, and the one in the living room is barely cooling the space even when set at 18°C/64°F. Despite informing the host of these issues, they seem unconcerned about the discomfort caused by the lack of proper cooling. I believe the AC units require maintenance, possibly a freon recharge and filter cleaning. Ultimately, the unacceptable living conditions may force me to find alternative accommodation. I would appreciate clarification on whether I will receive a refund if I choose to leave due to these unresolved issues.

I need assistance with a troubling incident at 82B Herring Cove in Halifax. Upon being asked to leave the Airbnb, I explained that we needed time to gather our belongings, including changing clothes. Despite this, the host entered while I was changing, filming me without consent. He rushed us out, resulting in me leaving behind my phone. I've tried to recover it through Airbnb, but he's uncooperative. I face a $[redacted] fine but cannot pay without my phone for access to my bank card. Hassam currently has both my phone and bank card. The violation of my privacy and theft of my belongings is distressing, and I seek resolution for this situation.

I travel from Norway today and had to quickly reserve a place due to flooding at my girlfriend's home in Biñan Laguna. I noticed there was an unexpected mandatory electricity fee included in my reservation from October 31st to November 4th. The fee was not clearly stated in the description and seemed to be hidden amongst other additional charges. The owner's communication gave off a negative impression, focusing more on fees than guest experience. I inquired about the low price and lack of reviews before booking, to which the owner mentioned being new to Airbnb as the reason for both. However, there was no mention of the mandatory electricity fee. I feel misled and worry there may be more undisclosed charges during or after my stay. I have raised my concerns with the owner and am requesting a refund as I do not wish to proceed with this reservation. This host's lack of transparency and potential for hidden fees make them unsuitable for Airbnb.

We are facing issues with our landlord who monitors the cameras in her house constantly. When we inquired about parking our car in her yard, she accused us of complicating things. Moreover, she continues to text us about the rules of her house, even when our daughter is just visiting us and not staying at her place. This situation is concerning and offensive as we feel like our privacy is being invaded. We are worried about the presence of a camera inside the house, and this is becoming a significant problem for us.

Dear Mr./Ms., Hello, I am Ricardo, and I came across a rental property in Munich on meinestadt.de that seems too good to be true. The landlord, Maria Empar Pérez Pérez, claims to be a psychologist living in Spain. However, her request to conduct the rental transaction through Airbnb raised some red flags for me. I found a thread online discussing rental scams on Airbnb, which made me more suspicious. I wanted to check if Maria Empar Pérez Pérez is indeed a superhost and if this type of transaction is common. I haven't made any payments yet, but I'm disappointed if this turns out to be a scam. Any insights or advice would be greatly appreciated. Thank you for your help. Best regards, Ricardo

Hello, I am a landlord in Kalgoorlie, Western Australia, managing several rental properties. Given the high demand for short-term rentals in the area, especially due to the mining industry, I am considering listing my properties on Airbnb. Currently, I handle long-term tenants through Facebook, maintaining direct communication throughout their tenancy. However, I am unsure about attracting short-term tenants for Airbnb. My properties are three bedrooms with one bathroom, currently unfurnished but willing to set them up. I am seeking guidance on the setup costs, your fees, expected occupancy rates, and potential returns to assess the feasibility of this venture. Your assistance in this matter would be greatly appreciated. Thank you, John C. Phone: [redacted]

I'm experiencing mistreatment and harassment from AIRBNB. Despite Host Chad Dehmler violating AIRBNB's Terms of Service, I, Ian Belton, feel marginalized. On 11-25-[redacted], at 9:36 am, AIRBNB Support Ambassador Marco tried to contact me, but unfortunately, this method is not available through my AIRBNB account. I've repeatedly asked AIRBNB to remove blocks and restrictions from my account, enabling me to use the Messaging Option without success. The continued requests to return messages via a restricted option feel like harassment.