AirBnB Customer Service Issues

Archive 4

The following are issues that customers reported to GetHuman about AirBnB customer service, archive #4. It includes a selection of 20 issue(s) reported June 22, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
The property was advertised as having breakfast included, which was a key factor in my decision to book this house. However, the host claims they have never offered breakfast during the entire listing period. I am seeking clarification from Airbnb regarding this discrepancy between the online description and the actual service provided by the host. Link to the listing: [redacted]
Reported by GetHuman-auroliu on Jumaat, 22 Jun 2018 pukul 15.46
Upon reviewing Sophie's feedback on my stay in Montreal, I felt offended. When I asked her about parking on the side streets, I shared pictures but misunderstood the situation. I mistakenly parked at a spot with a meter, thinking otherwise due to differences from my hometown. Unfortunately, I received tickets and later discovered the error. Sophie mentioned a meter in one of the photos, but I believe there was a lack of clarity or attention on her part. I proposed splitting the expenses, but this was not agreed upon. My intention is to address the issue fairly, not to threaten with a negative review. I sought a resolution in good faith. Looking forward to resolving this matter. - RJ Ross
Reported by GetHuman811843 on Jumaat, 22 Jun 2018 pukul 22.12
Hello, I'm Ngan from Vietnam, and I'm planning to study in Korea for a month at Sungkyunkwan University in Seoul. My friend and I opted for Airbnb to find affordable accommodation due to expensive dorm fees. We selected a room hosted by Ms. Sung Eun in Nowon-gu after she assured us it was a short 30-minute commute to our university. Regrettably, we discovered post-booking that it would actually take an hour to reach the university. Given our lack of familiarity with Korean streets and the inconvenience this distance posed, I requested a cancellation and full refund from the host, which she initially declined. Following Airbnb's advice, I sought the host's agreement for a full refund, which she provided. However, I'm currently unable to reach either the host or the support team despite numerous attempts. With the school term approaching, finding suitable lodging near the university promptly is essential. We appreciate the host's assistance but urgently require a refund to secure alternative accommodation nearby. Your immediate resolution to this matter would be greatly appreciated. Thank you for your understanding.
Reported by GetHuman812759 on Sabtu, 23 Jun 2018 pukul 06.22
My account has been compromised as the email associated with it was changed without my consent. A reservation was made for 3 days in Toronto starting today, and my previous reservation in Vancouver was cancelled in July. I spoke with a representative at [redacted], but I felt unsure if the issue would be resolved. The new email on the account is [redacted], and I have no connection to it. The reservation code for the current booking is HM3AWFAXNW, but when I contacted the accommodation using the provided number, they had no record of it. The cancelled reservation code, which I did not initiate, is HMBBXEJESF. My correct account email is [redacted] I am seeking guidance on how to address this situation promptly.
Reported by GetHuman-janetfox on Ahad, 24 Jun 2018 pukul 22.49
I reached out to my host via email yesterday to confirm my Airbnb reservation for the end of August. To my surprise, the host informed me that there is a homeowners meeting scheduled to decide on allowing Airbnb rentals in the neighborhood. Consequently, my reservation is at risk of being canceled. I have planned this reservation for many months specifically for parents' weekend at the United States Air Force Academy in Colorado Springs. I am uncertain whether to trust my host's information, especially after reading various forums discussing last-minute cancellations by Airbnb hosts who might choose to rent out their space for more profit. It's disappointing that renters seem to have limited protection in these situations. If my reservation is canceled, I will avoid booking with Airbnb in the future and will warn others on the forums I frequent about the potential risks. This experience highlights the need for more thorough vetting of hosts and their neighborhoods and better safeguards for renters. I believe compensation, such as a refund of my deposit or more, should be provided for the inconvenience of finding alternative accommodation at short notice, which may now be challenging.
Reported by GetHuman-kymombo on Isnin, 25 Jun 2018 pukul 12.44
My host canceled our reservation just weeks before our arrival, only after I messaged to confirm. This host is a scam artist, as he tried to persuade me to pay him off the platform and has done the same to other guests. Airbnb needs to take action and closely monitor such behavior. We booked a month-long stay well in advance for overseas relatives, who have already made travel arrangements and taken time off work. Finding alternative accommodation at this late notice, especially during peak season, has proven challenging and expensive. This situation has caused a great deal of frustration and inconvenience. I have lost faith in Airbnb and won't be using their services in the future.
Reported by GetHuman-osmancar on Isnin, 25 Jun 2018 pukul 18.26
Upon arrival at the London apartment today, with reservation code HMR9ECE2KW, my group encountered numerous issues: the kitchen floor is damaged in multiple areas, the jacuzzi side cover in the bathroom is broken, there is a large window that won't close, insufficient towels (only old ones in the dryer), stuck closet doors, and a broken trash container. The overall condition is subpar and not cleaned to standard, falling drastically short in terms of quality for the price paid. I have taken photos of these concerns and would like guidance on how to share them with you. Thank you, Ivonne.
Reported by GetHuman-iparavic on Isnin, 25 Jun 2018 pukul 23.16
I need help with a refund issue for my recent booking. I booked on May 15 and cancelled on May 30. Despite the strict cancellation policy, I am confused by the terms stating a "FULL REFUND FOR CANCELLATIONS MADE WITHIN 48 HOURS OF BOOKING, IF THE CHECK-IN DATE IS AT LEAST 14 DAYS AWAY." I cancelled 37 days before check-in, and I believe I followed the policy. I initially requested a refund of PHP49,[redacted].62 out of PHP58,xxx.00 based on Airbnb's website calculation. However, I was given conflicting information by their hotline agents on my eligibility for a refund. The first agent was difficult to understand, the second suggested I should have cancelled on June 24 for a full refund, which seems illogical to me. The third agent mentioned a 50% refund is likely but I must wait for a final decision from the case manager. The process seems unclear and unfair to me, and I would appreciate any assistance.
Reported by GetHuman-ansberme on Selasa, 26 Jun 2018 pukul 01.20
My reservation for a Puglia apartment was canceled approximately 45 days before my stay. While I received a full refund for the apartment, I had already booked non-refundable travel costing £[redacted]. The last-minute cancellation has made it challenging to find a suitable replacement property in the same area. If we cannot secure alternative accommodation, my partner and I will each lose £[redacted], which is frustrating, especially with the vague explanation provided by the host - "I’m sorry it’s no longer available." The lack of transparency has caused both of us unnecessary stress and disappointment. Moreover, upon reading other reviews, I discovered that 14 other customers had their bookings canceled within the last month by the same host, which I find unacceptable.
Reported by GetHuman-samtash on Selasa, 26 Jun 2018 pukul 10.41
Hello, I am the owner of a 3-bedroom, 1-bathroom apartment located in Carrer de Sant Honorat, 10, Barcelona, Spain. The property is available for a minimum of 2 months up to 5 years. Before proceeding, I kindly request more information about you, such as your age, occupation, and the number of occupants planning to reside in the apartment along with the duration of stay. The apartment, shown in the photos, has been fully renovated and furnished. It includes all utilities such as water, electricity, Internet, TV, parking space, and community fees for a monthly rate of [redacted] euros. Pets are also allowed. Furthermore, a security deposit of [redacted] euros is required and will be refunded upon vacating the premises. I typically utilize Airbnb for my rentals due to their reputable status. Please confirm if you are interested in proceeding. Thank you.
Reported by GetHuman-aladycal on Khamis, 28 Jun 2018 pukul 09.02
The room lacked a lock, raising safety concerns as the host did not provide security measures. Despite the advertisement promising breakfast, we did not receive any food or beverages. Notably, there was a shortage of soap and toilet paper. Although I found extra toilet paper, I couldn't locate any soap. To help out, I left my own soap bar for the host. Upon departing, we ensured the room was clean, contrary to the host's claim of it being dirty. I followed best practices by stripping the bed, placing used towels in a hamper, and discarding trash in the bathroom bin. The bathroom and floors were left impeccably clean when we checked out.
Reported by GetHuman836978 on Sabtu, 30 Jun 2018 pukul 17.21
As a host who recently experienced a same-day cancellation, I would like to address the concerns raised by the guest. Upon their departure, they mentioned various issues that I believe were not accurately portrayed, and I have photographic evidence to support this. Regarding the refrigerator, the "old food" they mentioned were condiments meant for guest use as listed in my rental description. The dead flies they saw were trapped discreetly in fly traps on the windows, not scattered around the living space. There was only a minimal amount of cleaning missed, like one fly near the baseboard and a single hair overlooked. The couch had a minor stain, which was easily resolved by flipping the cushion. The air mattress was functioning, but they might have needed to top it off daily due to natural deflation. As for the roaches, in central Florida, occasional roaches are common despite regular pest control treatments. I have addressed these issues with my cohost and am prepared to reach out to the exterminator as a precaution. Concerned about the guest's intentions to bypass the cancellation policy and potentially leave a biased review, I kindly request a temporary freeze on our ability to review each other until this matter is resolved.
Reported by GetHuman-kervin on Ahad, 1 Julai 2018 pukul 23.18
Hello, on Saturday, June 20, my guest checked in at around 5 pm. Later that evening, around 10 pm, I received a message about an oil spill in my driveway from the guest. Despite the guest not being able to move the car, I proactively cleaned up the spill using kitty litter and Dawn dish detergent. I have researched that the oil may damage the blacktop, requiring driveway sealing that could cost around $[redacted]. The guest is on vacation and leaving on Thursday, July 5. I am unsure if I should deduct the repair cost from the security deposit or how to bring this up with the guest. Any advice on how to handle this situation would be appreciated. Thank you, Joel Vanini.
Reported by GetHuman841237 on Isnin, 2 Julai 2018 pukul 12.47
My sister suggested I try hosting on Airbnb, guiding me through the host application and guest interactions. My landlady was interested but her home insurance provider informed us that using her property for Airbnb would void her coverage. Is it true Airbnb's million-dollar coverage won't override homeowners insurance policies? Does this vary by insurance company? Can I offer my landlady any accurate information to address this issue?
Reported by GetHuman-byackzan on Isnin, 2 Julai 2018 pukul 17.25
I am dealing with a security concern regarding an apartment in Zurich. I discovered an ad on a relevant website and reached out to the host via email. The host explained that due to living in another country, she offered a specific process for renting the apartment. Initially, she plans to send me a private link to the apartment listing on Airbnb, which currently isn't publicly available. Then, I'm instructed to book the apartment on Airbnb for a two-month period. Afterward, I'll be able to visit the apartment within 2-3 days. If I approve of the place, the individuals showing me the apartment will have me sign the contract provided by the host. However, if I decide not to proceed with the rental, I can get a refund for the two months' rent.
Reported by GetHuman845687 on Selasa, 3 Julai 2018 pukul 14.37
I have a security concern regarding a flat in Zurich on Forchstrasse 22. I discovered this apartment on a rental website and communicated with the hostess through email. She mentioned she is abroad and unable to show the flat in person. Instead, she suggested handling the process through Airbnb. She insists the apartment listing is on Airbnb, although I am unable to locate it at the moment with only the address and her name. She's asking for personal information and my phone number to send me the Airbnb link. She proposed renting the flat through Airbnb for 2 months, allowing me to visit the apartment in 2-3 days. If I decide to proceed, the person showing me the flat will have the contract ready for me to sign. If not satisfied, she assures me a full refund for the two months' rent. The situation seems suspicious, and I am reaching out for advice on verifying the legitimacy of the flat and the process through Airbnb.
Reported by GetHuman845687 on Selasa, 3 Julai 2018 pukul 17.14
The host initially agreed to our three-night stay, but later tried to change it to four nights. When I declined, he asked us to cancel the reservation. I promptly contacted customer service to report the incident. The status now shows as "fixed." I've asked to speak with a manager, and the representative I spoke with said she would request a callback from someone in management.
Reported by GetHuman-mariarn on Rabu, 4 Julai 2018 pukul 23.53
This morning, I discovered an Airbnb listing for myself and two other professional women. We had a few questions for the host, as we were looking to stay for three nights starting on August 16th. Once we had all our questions answered, we decided to book the place in NYC. The host did not mention a four-night minimum requirement, and the property page clearly stated a one-night minimum stay. After our communication, I informed Talon that we would be booking his property. His response of "your welcome" seemed odd. Nonetheless, I proceeded with the booking, providing all my information and payment details.
Reported by GetHuman-mariarn on Khamis, 5 Julai 2018 pukul 00.06
Subject: Urgent Help Needed with Airbnb Booking Payment Issue Hello, I recently made my first reservation on Airbnb and paid using a payment split among 12 guests. My credit card was charged last night. I misunderstood the payment terms assuming only a 50% deposit was due within 3 days and the remaining amount by December 15th. Can you clarify if it's possible to pay only the 50% deposit in the next 3 days to keep our reservation valid? Could you also inform me about when the balance is due and if there's a separate security deposit required? Any immediate assistance on resolving this payment issue would be greatly appreciated. Thank you, Farzana
Reported by GetHuman-farzanak on Jumaat, 6 Julai 2018 pukul 06.58
During my recent stay in Tel Aviv at an Airbnb for three nights, I encountered several issues with the accommodation. Despite my complaint, the response was unsatisfactory, with them claiming it was the best room available in their boutique hotel. One of the main concerns was the missing second bed I had requested, replaced with inadequate pads unsuitable for my son. I have photographic evidence of this. Additionally, safety concerns such as a fire hazard and lack of standard kitchen supplies like utensils, coffee, tea, salt, pepper, and soap in the bathroom were present. I had requested a partial refund, but it seems that this has not been addressed effectively.
Reported by GetHuman-debrasu on Jumaat, 6 Julai 2018 pukul 11.26

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