AirBnB Customer Service Issues

Hello, I had a trip scheduled to the UK from Fri, Sep 9 - Mon, Sep 12. My visa was delayed due to the Ukraine crisis, causing me to miss the trip. The Airbnb host hasn't provided a cancellation confirmation for insurance purposes. I kindly request assistance from the Airbnb team. Thank you, Sally E.

I haven't used our business account for some time. Recently, I needed to make a booking and had to update the payment method. After doing so, I received an email verifying the new payment method. Accidentally, I clicked on "review my account" and now I cannot access the account as the phone number associated with it is outdated, and I no longer have access to it. How can I regain access to the account? Will this affect my upcoming booking request?

I requested a booking in Gaucin, Andalusia with views, a terrace, jacuzzi, and a pool for 8th to 13th April. The host did not respond, so Airbnb canceled the request. I am puzzled because the dates were available at the time of booking, and it appears that no one else has booked those dates. We messaged the host again but received no response. I would appreciate any assistance. Thank you. - M. Paterson

Hello, my name is Ibrahim Al-Tabouli. My account has been unexpectedly closed, and I am unsure of the reason. I have funds from a transaction on 07/10/[redacted] that I am unable to access. I have reached out to your support team over 50 times without any resolution. I urgently need to access my money which totals $[redacted].50. I have spent a considerable amount on phone calls seeking assistance. I kindly request someone to communicate with me in Arabic as it is my preferred language. Despite providing a picture of Mohamed Ahmed Ismail's card as requested by your support team yesterday, I have not received any further guidance. I have contacted the support team over [redacted] times via email and phone calls, yet the issue remains unresolved.

My name is Ibrahim Al-Tabouli. My account was closed in July, and I received a payment on 10/07/[redacted]. I am requesting my $[redacted].50. I have contacted your team over 50 times, but each time I am asked to explain the issue again. The last representative I spoke with requested a copy of Mohamed Ahmed Ismail's card for bank account verification. I have not received a resolution. I have spent a significant amount of money on these calls. Please assist me promptly in Arabic.

I've had a new phone for a year now, and I've always used it to log into my Airbnb account. Unfortunately, when setting up Airbnb on my new phone, I accidentally created another account and now can't access my original one. It's been a year, but I still can't log in because my phone number is associated with two accounts. I've tried using email and Google login, but nothing seems to work. As a host, I receive inquiries via SMS on my phone, but I'm unable to reply because I can't log in.

I work with a Holiday Homes company and would like to understand the process of listing my property on Airbnb for short-term rentals. Do I need to sign any contracts with Airbnb, or is it just a matter of registering as a host, adding property details, and photos to start renting? Would there be any contractual agreements with Airbnb or Booking.com? Thank you in advance for your response! Best, Double A

I recently got a new iPhone and attempted to access my Airbnb account. After struggling to remember how the account was set up, I made multiple unsuccessful attempts, resulting in being locked out for the past 4 days. I managed to log in on my desktop without any issues, so it seems to be a problem specific to my phone. The email associated with my account is [redacted] I kindly request assistance in unlocking my account so I can regain access on my phone. Thank you.

Dear Customer Service Team, I am Mr. Ediomo Akpan, the Managing Director of RIIVANA LEISURE TAVERN LTD. I want to inform you about a situation with a company in Lagos, Nigeria, named "BusyOnline Inventory Solutions" claiming to be BusyRooms.com, possibly registering our establishment without our consent. It has come to our attention that they have listed our hotel/apartments with a fake United Kingdom address and phone number in Nigeria on hotels.com. I am reaching out to alert you that RIIVANA LEISURE TAVERN LTD, located in Lekki, Lagos, has not officially registered with your platform yet. We planned to do so in January [redacted]. We will share our authentic contact details with you in due course. This is crucial to prevent any misunderstandings with potential clients making reservations and payments to unauthorized parties. Feel free to reach out to me for more information if needed. Thank you, Mr. Ediomo Akpan RIIVANA LEISURE TAVERN

I strongly disagree with the fees! This was never mentioned throughout my booking process! The owner who uses this service and platform for advertising and renting purposes should bear these charges and incurred fees! I have rented at Reflection in Charlevoix through this rental site twice in 7 months, and I have never had these types of fees imposed on me! I definitely will not pay this extra charge! When I make a reservation at a restaurant, they do not charge me extra for using their platforms... just like when I booked at Reflection next to Onea. That's it! Confirmation Code: HMSRNN5XFY Booking at Onea in Charlevoix, via 5-Star Management Nicolas N., [redacted]

Airbnb Hello, I have discussed with the host, Maria Metz, and her son, and they have agreed to shift my payments to the 30th of each month during my stay. I have my bank payments scheduled and wasn't aware of the payment date change with Mrs. Metz. Kindly reach out to them as they are aware and approve of this adjustment. My paydays are on the 15th and 30th, aligning with these dates. Additionally, I haven't stayed for even 3 weeks, and it's early for a monthly bill. The account does not have sufficient funds for the upcoming payment until the 30th. Your prompt response confirming the discussion with Mrs. Metz is crucial. Please acknowledge this adjustment promptly. Thank you, Christina Peressini

I host on Airbnb, and I'm facing issues with receiving my payout. Despite following all of Airbnb's requirements, my funds have not been released. While the customer support team has been friendly, none of the ambassadors have been able to resolve this ongoing problem. I feel frustrated as I'm unable to cover my hosting expenses with the funds that are rightfully mine being withheld by Airbnb.

I made a reservation through Airbnb on October 4th for a place in Mexico City. I paid half on that day and the remaining balance on November 4th. Upon arrival in Mexico City, I checked into my Airbnb on November 19th as per the reservation. Even though the reservation was supposed to be until November 24th, the host informed me that Airbnb was not supporting the reservation anymore. Despite attempting to contact Airbnb for help, I was unable to reach a resolution. Airbnb mentioned that my account was associated with one not allowed on their platform, resulting in my ban from Airbnb without a clear explanation. Despite multiple attempts to seek a refund and clarification, Airbnb only escalates the issue without any satisfactory resolution. Their lack of accountability and poor communication have left me extremely frustrated. Any assistance would be greatly appreciated as I feel Airbnb needs to be held accountable for their business practices.

During the second night of our stay, a glass panel fell out from the wooden frame dividing the bedroom and living room, landing on my friend while he was sleeping and causing injuries to his face and body. This unfortunate incident has completely disrupted our trip, which was meant to be a peaceful getaway. Despite efforts, the cleaning crew was unable to remove all the glass shards from the floor. This mishap could have been prevented with proper installation and inspection of the glass and its support brackets. Unfortunately, the host of the suite was unhelpful and exhibited unprofessional behavior. We are requesting $[redacted] for the physical and emotional toll, along with a refund of the $[redacted] charge on the credit card. If not resolved, we will involve legal action for a compensation of $25,[redacted].

Dear Sirs and Madams, I contest the accusations made by my clients. I did not search through their belongings. When I entered the two rooms around 11:30 a.m., where the doors were wide open, it was part of the "Anticovid" measures. Many friends and family members of my clients had entered the house without my permission while I was out grocery shopping. Upon my return, I noticed that not only were the shutters still closed (even though there were plants inside the rooms), but the windows had been closed since the previous evening. Not wanting to disturb the people preparing or chatting outside, I thought it best to open the windows for ventilation following the current guidelines and promptly left. I did not touch any items in either room, and once the windows were opened, I immediately left! I swear on my children's heads. Furthermore, I am not foolish - if I had wanted to snoop, I would have had ample time during the wedding event, as people left around 1-2 p.m. and returned late at night. Additionally, if this was a habit of mine, you would have received complaints of this nature long ago. I rely on your ability to judge wisely and urge you to reconsider your decision, which could have severe consequences for me. Without the income from my "AIRBNB" activities, I will have to sell this house as I won't have enough money to cover all the expenses associated with it. Hoping for your understanding and ability to differentiate between an "unfortunate incident" and dishonest behavior, I implore you once again to reinstate me in your community. I will not disappoint you. Instead, I will be even more vigilant. Thanking you in advance, Pascal Degezelle

As an Airbnb host, I'm looking to understand the difference between custom promotions and various discounts in terms of their impact on my listing ranking and future decisions. When setting up a custom promotion, I want to clarify how the prior 60 days price is calculated and what elements are included or excluded, such as cleaning fees, pet fees, taxes, host and guest fees, all types of discounts, and custom promotions set within the last 60 days. If I have 40 days booked and 20 days vacant within the prior 60 days, will the prices for the vacant nights also be considered when calculating the median price? Regarding discounts like 10% off, I'm curious if it applies to the nightly rate, the nightly rate plus cleaning fees, or if it's based on the prior 60-day price. I'm also interested to know if choosing custom promotions over discounts can provide more exposure to potential guests and if it affects search ranking. Would a 10% custom promotion result in more visibility compared to a 10% discount, especially if the percentage is higher? I'd appreciate clarification on how prices for promotions or discounted rates are computed.

Hello, I'm reaching out before posting our review because we encountered an issue upon arriving at our Airbnb in Prague. In your listing (below), you mention a city tax of 21 CZK per night per person, based on which we exchanged our currency (€ to CZK). However, upon arrival, the host asked for 50 CZK per night per person, providing evidence that it's a government law applied uniformly. This discrepancy suggests Airbnb failed in its duty to inform us, causing unexpected additional expenses in our budget. I am contacting you today to discuss possible solutions before we leave a review. Looking forward to your response, Best regards, Marie M.

Subject: Urgent: Fraudulent Activity Alert at Villa Blanca Dear All, My name is Kim, General Manager at Villa Blanca in the Strand, Western Cape. We have discovered fraudulent activity where individuals are using Villa Blanca's name to make bookings and depositing money into the wrong bank account linked to Anita, our host (contact number: +27 (71) [redacted]). On December 16, [redacted], $[redacted].77 was mistakenly deposited into the wrong account under reference number RCEM4MF9N5. The account likely belongs to Anita Beck or her husband, Theo Beck, not associated with Villa Blanca. We request immediate action to block this account to prevent further fraudulent bookings. Please be aware that these scammers have no connections to Villa Blanca. Your prompt response and assistance in resolving this urgent matter are appreciated. For inquiries, please reach me at [redacted]. Feel free to contact me for additional details. Thank you, Kim General Manager Villa Blanca (Pty) Ltd

Good day, I am Kim, the General Manager at Villa Blanca in the Strand, Western Cape. There has been fraudulent activity using Villa Blanca's name. A false booking with payment of $[redacted].77 was made to the wrong bank account belonging to Anita (Host) at +27 (71) [redacted]. The reference number is RCEM4MF9N5. The individuals involved, Anita Beck or possibly Theo Beck, have no association with Villa Blanca. Urgent action is needed to block this account and address this issue promptly. Your prompt attention to this matter is crucial to our business. Please contact me at [redacted] for any further details and assistance. Thank you, Kim GENERAL MANAGER VILLA BLANCA (PTY) LTD

My friend A. tried to book a stay at a camper in Redding, CA, yesterday. The host, F., had agreed to a discount and sent a special offer. A. had trouble booking and asked me to help. When I contacted F. to negotiate a lower price, she declined and suggested booking elsewhere. Despite this, A. preferred to stay at the camper and asked me to proceed. After some back and forth, F. retracted the offer, accusing us of being suspicious and ultimately denied us the booking. This left us with nowhere to stay, as we believed we had a confirmed booking. F.'s unprofessional behavior, lies about availability, and refusal to accommodate us were disappointing. I expressed our frustration to F., highlighting our good reputation as responsible guests. Despite this, F. still refused to host us, claiming it was too late and citing false reasons. This treatment was unacceptable, and I expressed my intention to report her actions to Airbnb for the sake of their reputation and to seek a resolution for our inconvenience.