I was triple billed for my Airbnb stay. That is, Airbnb deducted my fee of $124 three times for the same date. I attempted to contact Airbnb, but all one can find is their ridiculous “ask the community” nonsense. They should hire more people. I finally did find an email address and after making a complaint, I talked to a number of “representatives of the team” who could not understand my complaint and asked me to contact the host, who had nothing whatsoever to do with the billing as he only gets paid after our stay. Finally I phoned the bank to ask them to reimburse me for these illegal charges. I left for my trip with the situation still unsettled. Upon my return I saw by my bank receipt that I had been reimbursed, but I never received any communication much less an apology for my lost time and frustration from Airbnb. Two months after this I now note that $124 has just been charged by Airbnb without any communication whatsoever, even though my billing history on Airbnb shows that I have paid for this stay. Once again I have spent over an hour trying to track down Airbnb’s email address or phone number. What a dishonest company. I will phone tomorrow, but I believe that I will once again have to contact my bank to stop this robbery.
This company needs to be sorted out. They are an absolute disgrace. They have blocked my account – also those of people I know – without giving any reason whatsoever. They are disrespectful and unprofessional. I am actively boycotting them and encourage everyone to do the same. Here was a message I received from Airbnb customer service:
Thanks for reaching out. As previously mentioned, we regret to inform you that we’ll be unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s). This decision is irreversible and will affect any duplicated or future accounts. Please understand that we are not obligated to provide an explanation for the action taken against your account. Furthermore, we are not liable to you in any way with respect to disabling or canceling your account. Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed. We’ll contact you if anything changes in the future, but until then, we won’t be able to assist you any further with your account issues. Please see our Help Center for further information.
And my response:
First of all, please refer to me as Mr. ___. I certainly do not know you and I expect to be respected. How on earth can you possibly think this is the correct etiquette in business and moreover, customer service? I will do my utmost to pass onto everyone I know to boycott your company as you are unwilling to provide an answer to my questions. There are many more companies that provide the same service as you do, that are of no concern to me. But I will be contacting the ombudsman and also look into contacting the CEO of Airbnb. This situation cannot be accepted and I will not tolerate such unprofessionalism and disrespect.
I stayed in Rio de Janeiro last summer. My host, Carolina, seemed nice enough. My boyfriend and I rented the entire place for two weeks. She claimed I caused a number of damages, the most ridiculous one being a round mark on her kitchen sink that was present on my arrival. She requested the security deposit of 500 Brazilian reals, which unbeknownst to me was unable to be collected because Mastercard had frozen my card in Brazil (I used it and it must have been flagged for suspicious activity – there is a lot of corruption there). My phone did not work as I had to put a local sim card in, and I hadn’t logged onto Airbnb for days when I realized this.
I politely explained to Airbnb how her sink was leaking, which caused her towels to be in poor condition which she also charged me for falsely. I included photos of bugs in her bathroom when I got home (to the US). I called Airbnb but never heard anything for months until January of this year. When they sent that email (about five months later) my account had been frozen since my trip. They ambiguously worded an email that said I owed 500 reals with an additional 2800 “to be collected ” on top of the security deposit. I again stated honestly that I did not causes any of those damages, and asked for clarification over the matter: why did they seem to be asking for much more than even she had asked for originally?
After I asked for clarification, they refused to give me an answer. I called them and again asked for clarification. I later received an email back, as the customer service representative put a note on my account or something. The response: I was no longer welcome as a customer and they blocked my account. It didn’t matter what evidence I showed Airbnb or proof. I only had pictures of the sink and bathroom bugs, but she claimed it cost her about 400 dollars to replace the countertops (which had marks on it when I arrived – she claimed I made them in order to scam me).
I would recommend everyone using Airbnb to fully document anything about the place upon arrival so this doesn’t happen to you. It was a perfect service for me, until it was not. I did not have one bad review.
My husband was working in France over the weekend of our anniversary so we decided that I would meet him in Toulouse, a city we previously had enjoyed. I picked <a href=” https://www.airbnb.com/rooms/15017680″>this Airbnb listing</a> because it looked comfortable, had a great location and most importantly, had favourable reviews.
To start: we never met our host. The meeting spot where I was going to pick up the keys from her was vague and I only figured it out the day before I left. I was having travel issues and let her know as it would affect our meeting time. Not only did she not respond to me but she did not call my husband to make sure everything worked out; he had to call her once she arrived. Her brother let my husband inside but gave him no warnings that would have been helpful like: the door is very difficult to lock and you need to jimmy it just so; only one of the windows opens; the plumbing is old and the toilet doesn’t work properly so even though I haven’t included toilet paper, you should probably not use it and not put anything inside of it because it’s due to fail at any moment.
After a weekend of the toilet making strange noises, it finally overflowed our last morning and went immediately into a hole in the floor and flooded the downstairs neighbour’s kitchen. We had a confrontation with her because it was not the first time this has happened. We cleaned up the mess and could see how to fix the toilet but as it is not our apartment (nor our responsibility), we chose not to fix it and let our host know instead. She said there had never been any problems and didn’t seem concerned that we didn’t have a toilet to use for six hours. This also didn’t factor in the importance of the Airbnb customer service team. Our host also didn’t meet us to take the keys back, stating that we should just leave them under the doormat.
A day later, we received a claim from her for 1048 euros to fix the toilet. She completely changed the machine that chews up matter from the toilet and then sends it down the tubes. She did not contact us at all, or make a claim for the security deposit. She immediately went to the Airbnb resolution center for the entire plumbing bill. My husband and I were completely baffled by this, even enraged when after all the information I gave them about her lack of empathy, how this machine works and why it fails (never from regular use), my happy cooperation was only to end in the resolution that we pay half of this bill.
We would understand if she wanted the security deposit as that is what it is for, even if we were not at fault. However, to include this as a part of the bill in any way was enough for me to cancel my account and never considering work with Airbnb again. They made no effort to act as an actual mediator, and did not send us paperwork and related material that would have helped us understand not only where the case stood but would have given us an opportunity to get more information and paperwork to strengthen our position. They feel resolved in their final decision and there is no compromise. We are going to keep fighting their lack of neutrality and pursue this as a civil case outside of Airbnb for recuperation of the cost and lawyer’s fees if need be. As someone who is skilled at mediation, I doubt the customer service agents at Airbnb have the ability to be objective in their cases; they seem to only create lazy and quick resolutions. I am furious. I will use the resources listed on this site and email the founders (as they can be found on the airbnb site and then through social media) if need be to complain.
I issued a refund to the guest according to instructions on the Airbnb website. It was more than the amount Airnb originally charged. Airbnb gave the guest the amount they calculated as the refund I owed as well as the amount that I refunded. Trying to resolve this is a nightmare. I have called and been disconnected or hung up on twice. Even though I gave my phone number for the second call, they never called back. I did finally get an email several days later saying that I had made a mistake, not them. When responding to that, my email was kicked back saying the ticket was closed. I have never worked with a company so intent on avoiding customer service.
We had a very terrible experience when traveling with Airbnb in Japan. My wife and I booked a room on Airbnb in Tokyo. Unfortunately, we encountered a very rude and aggressive host. His room was very dirty, and lacked essentials. We tried to contact the host, and hoped he could do something to resolve the problem. The host said: “How much did you pay? Just 3000 yen. You want 30000 yen worth of service? That’s impossible.”
Even worse, the host became very aggressive, trying to force us to move out of his room at midnight after he knew we reported the problems to Airbnb: “If you think my room has problems, I don’t think you should stay there tonight. Move out… You’re staying in my room, right? Well, I have the right to refuse your stay. Are we clear?”
We felt very scared because we did not know what this aggressive host would do. We had no choice but to leave that room as soon as possible. We tried to contact Airbnb but no one came to help us. There was only a phone number. What was worse, we were not able to contact Airbnb using this number but had to wait until Airbnb called us back. After more than an hour, there was still no solution from Airbnb. They just asked us to wait until the next day to contact the host for a resolution.
We felt so scared and hopeless that we had to move out of that room. We walked around the streets all night, feeling cold and hopeless, with no solution coming from Airbnb. What else could we do but wait for Airbnb’s call? Around 7:00 AM the next day, we finally received a call back from Airbnb. The agent asked us to find another room on Airbnb, and promised this problem would be resolved by 11:00 AM. However, we did not get any call or email by 11:00 AM. After a long night, we felt very exhausted and sleepy. We did not have any energy to wait for Airbnb’s solution. We were exhausted dealing with Airbnb, so we found one of the cheapest hotels in Tokyo and booked a room.
The email from Airbnb arrived at around 2:00 PM, but there was nothing meaningful:
“How are you? This is XXX, one of the Case Managers, and XXX’s colleague. My sincere apologies for what happened. I can only imagine your frustration about it. My colleague XXX will be in touch with you in regards to the refund/compensation request.”
Around 11:40 PM, we got Airbnb’s email and agent XXX told us our payment had been refunded. That was it. No compensation at all. We tried to contact him about the hotel bills and our homeless night. Airbnb closed my case again and again. We just wanted to share this story with someone who has used or will travel using Airbnb. It is really a huge risk traveling with Airbnb when you encounter the kind of host I mentioned. Airbnb can’t do anything for you. Nobody comes, there is no solution, and there’s no compensation even you are in danger. You have to wait for their call or email during their business hours. We wondered what the service fee charged by Airbnb is used for, as there’s no supervision of the host, and customer service did nothing helpful.
Today, the Airbnb agent’s attitude made us very mad. We never saw a big company bully their customers like Airbnb. What Airbnb promised was nothing; they could go back on their word whenever they wanted. Their arrogant attitude left us no choice but to share our story with the public. We are puny to Airbnb but we believe there are some people who have experienced the same situation as us.
I allowed someone to rent my home because they were getting engaged. We do not allow parties at all and that is stated in the house rules. They said that there were only going to be four guests. When I showed up to check on my property – as I always do – to make sure everything was okay, there were over twenty people in my house and over ten cars in my driveway. We gave him two options: tell the truth, or we were going to shut it down and he would have to leave. The guest lied. He was black and thought because we were white we would discriminate against him. He was shooting a music video in my home. I live in an affluent neighborhood where Airbnb is frowned upon. The police have been called plenty of times because of guest lying to us and throwing parties. So we decided to do this guy a favor and allowed him to shoot his video, being that my husband is in the music and television industry himself. We stuck around because we didn’t want our neighbors to call the police and to protect our property; the gentleman was aware of that.
Now here comes the second nightmare: the guest reached out to Airbnb to get his money back because we stuck around and he said he felt uncomfortable. As the owner, I was pissed. Airbnb has a terrible customer service and resolution center. They offered no support in trying to remedy the situation and I still have not been contacted by a case manager. Please be aware that Airbnb doesn’t offer any support to their hosts when taking a risk and listing their homes on the website. They always tell you to reach out to the guest and try to resolve the issue before contacting them. They need to do better to help and protect hosts. You would think that they would understand that the little service fee that they make off the booking is not worth the thousands or millions that they could lose if they don’t do better.
I booked an apartment through Airbnb in Madrid for a long-term stay, about 60 days. I never met the host. This wasn’t a problem, as I was shown around by her friend who was also the person I was to solely communicate with about any problems. The first thing I did when I arrived was check the wifi signal, as it was listed as an amenity on Airbnb. The connection was terrible and always disconnected due to the router being three floors away and shared by a number of other guests. I told the host’s friend about this problem as well as the host herself and they mentioned that they would bring a signal booster around within the next couple of days. I waited patiently whilst delaying my work and losing some income.
Eventually the host’s friend arrived with the signal booster which we set up and tried but it didn’t make a difference at all. The host’s friend also mentioned that some guests have had problems with the wifi in the past too. After fiddling around with the signal booster by putting it in different positions for about an hour the host’s friend gave up and left. At this point I phoned and complained to Airbnb, who told me that they would help me find a new place before my next installment of £1000+ was due. However, they did not keep their promise and this forced me to cancel my booking.
When cancelling my booking the website told me the amount due was for the next 30 days; to cover myself, I paid this so that after the 30 days were up I could move somewhere else. However, this was not the case. Upon canceling my booking on the Airbnb website it stated that I must pay for the following 30 days but it didn’t tell me that I was not entitled to use the apartment for these 30 days that I just paid for. At this point, I was in such a panic and contacted the host telling them what I had done. Luckily they agreed to still let me stay (as they should – I paid for those days). During the 30 days I was staying there I complained a number of times to the host and the host’s friend as well as Airbnb and nothing was done about the situation with the wifi.
After the 30 days were up, I moved into a new place and this time talked to Airbnb to request half of my money back. After a few emails back and forth with the woman who was dealing with my case, she stated that according to their terms and conditions I am only entitled to four days of staying there as after these four days is when I cancelled… even though I paid for 30+ days and lost out on thousands of paid work. On top of this, Airbnb could clearly see in the chat log that the host was lying through her teeth as she said that I sent her a message saying that the wifi was working when there is no such message; there were only messages of me complaining about it. I am never going to use Airbnb again. I thought being a modern company they would have some ethical consideration and take things into account rather than blasting ”according to our terms and conditions” in my face.
To sum it up, I spent £1300 on an apartment for 33 days, and they told me I was only entitled to four days’ refund as I cancelled my booking to prevent myself from losing out on more paid work due to the amenity problem. If Airbnb reads this then they can be assured that they’re going to lose a lot more money than the modest refund that I requested for being screwed over by them and the host.
I listed two of my homes on Airbnb less than one year ago. Since that time my account was hacked; I was not notified by Airbnb that this happened but only found out when I could not log in to my account. I missed bookings due to this issue and as a result lost money. I spent hours of my time on the phone over the past two months trying to have this resolved and get input from their “trust and safety” team to no avail. I never received any email communication from Airbnb and though I changed my login password several times I was repeatedly locked out of my account. Airbnb cannot explain what happened and they say there is no error showing on their end, yet I am repeatedly locked out of my account. Today for the last time I called Airbnb to try and reset my password. Since I had not been receiving their emails in past phone calls I had been given a temporary password to log in. The representative “helping” me was unwilling to do that so I asked for my account to be closed. He claims that he did in fact close it but there is no way for me to know for certain, I did get a ticket number but to verify the account is closed I would need to call them once again and present this ticket number, wasting yet more of my time. This business is horrible, the lack of customer service is astounding, and the safety of any information on their website is questionable. My account was hacked and not one word came from Airbnb to warn me that my pertinent contact information and payout method had been changed. I will no longer do any business with this company and strongly caution anyone from using this site.
Letter to the owner of Airbnb. This is my fifth attempt sending it. Of course, there has been no response.
Dear Brian, Alena, Anvita, and others,
First, Brian – I’m appealing to you since you left your email address stating to bypass the Trust and Safety Department and communicate with you directly. I’m taking you at your word that you will become involved. Utter frustration, there is no other way to put it. Yesterday I spoke with a supervisor of the “non-trip department.” I requested the following: “Please have the Trust and Safety Department call me.” I left my phone number and once again requested they email me. I also gave her another email address for them to communicate with me since my first one was not getting through. Incidentally, they also have this other email on file. She assured me she would “accelerate the case and the would get back to me.” I’ve heard that from 20-25 non-trip representatives… very laughable. That’s the line of BS that is common amount if all the reps. Now I’m being financially compromised, and I literally am losing sleep… I cannot rent my home since I don’t have a calendar of my renters and I’m afraid I’ll double book someone. I’m also with VRBO and I can’t rent with them as well. I will soon initiate a lawsuit. I regretfully have been left with no other choice and I will inform the media how Airbnb treats its hosts. As a 5-star host since 2014 I wonder what I’ve done to deserve this? Everything is documented below.
On May 15th:
The Trust and Safety Department blatantly ignores my problem. It was Anvita, now it’s Alena… maybe they are the same, who knows? Avery, your tech, said that they fixed the back end but not the front end and therefore I’m not able to log into my account. I’m in serious trouble. These people are so inept. I have no clue as to who my future renters are and I cannot reach them to give them directions to the house, not to mention I cannot rent my home. Please help! Please!
On May 11th:
Dear Mr. Hassell,
My name is Alan Mayer and I’ve been a 5-star Airbnb host since 2014. My relationship with Airbnb has always been excellent until just recently. Approximately five weeks ago, unbeknownst to me, Airbnb deleted my account and changed my email address to an unknown email address. Subsequently I have not received any inquiries for the past five weeks and my profile has been assigned a different property. In addition, this incorrect property information is being sent to my renters, causing confusion and anger. Six days ago I contacted your technical support team and spoke to several individuals who all assured me that a urgent high priority ticket would be sent to the appropriate team. I was told that Anvita would be assigned my case. For the past six days, I’ve received multiple phone calls and assurances by your representatives that the case ticket has been forwarded to Anvita. I have received no correspondence from Anvita. Therefore I’m locked out of my account and unable to correspond with my renters or access my Airbnb calendar. I respectfully request immediate assistance in solving this issue. Neither of us wants bad reviews nor loss of revenue.
Today is even worse than the past week. The password Anvita sent to get into my account doesn’t work and the wrong home is still being displayed. Regina (who’s been wonderful) tried to activate the password to no avail. Anvita at the Trust and Safety Department issued a notice saying the issue has been “solved,” when actually it’s worse than ever. Respectfully, I’m requesting another case worker be assigned. Anvita isn’t qualified nor will she communicate with me.