This happened to both my sister and myself and is not yet resolved. We live in a university town and the biggest moneymaking weekend of the year is graduation. The prices we posted on Airbnb were higher than usual, but because the site automatically reverts to your minimum price if you make any change to the reservation, like adding another night, I stand to lose $700 if the guest doesn’t agree to pay the difference. I’ve had many times where I set the price on a date on the calendar, only to find that it hasn’t “taken.” I also couldn’t respond to an interested guest once when reception was poor – I kept sending a message but the guest never got it, and that affected my responsiveness rating. I’ll be relying on other rental sites unless Airbnb gets a more responsive site. That’s a crushing loss for us, and due entirely to the automated settings they substitute without your approval or knowledge. And of course, you can’t reach them to give that feedback or get help.
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.
I posted my spare bedroom in my “Rustic Basic Ecohome” on Saturday, April 22nd. Apparently I got a booking around noon the next day. The guest claims she drove to my house at around 3:00 PM and tried to call me. I was at home, sleeping with my phone off due to working the night shift. She got flustered when she called my Google voice number and heard my nickname rather than my legal name, the one that appeared on the listing. She never rang the doorbell. When I woke up, I tried to contact her for hours; apparently she was in some conference or meeting. She cancelled the booking and Airbnb incorrectly assumed I cancelled it. Up to this point, I felt okay with the situation; perhaps my guest was a bit skittish, so it’s probably better she found another place where she hopefully felt more comfortable.
Then Airbnb said they will not allow other bookings for the duration of the cancelled booking (two days) and admonished me for cancelling (which I did not do – rather, the guest gave up and perhaps pinned the blame on me to get her payment back). In the days to follow, I received no bookings. My listing showed up when I went on the site from my computer. Finally, after 13 days, when a friend tried to go online and vouch for my character, he got a broken link message. I asked him to look for my listing and he could not see it. I called Airbnb and they saw it as a “technical issue”. They started a case and referred me to the Trust & Safety Team, who only communicates via email. The tech support representative sent me an email that said “Ghosted”.
I think their temporary block for duration of the cancelled booking somehow wasn’t removed after two days. As of today, May 10th (17 days since the cancellation), my listing apparently remains non-operational with no explanation from Airbnb. I had originally planed to remodel a bathroom to give my guests their own suite. I’m so glad that I started with an existing bathroom and bedroom, considering how haphazard the process has been so far. I just put a listing up on Wimdu. Hopefully that process will go smoother than Airbnb.
My boyfriend and I were looking to book a place for two nights. I was booking this through the Airbnb app. After maybe four attempts, my card kept getting declined, so I said to myself, “okay, I’ll try again tomorrow.” I woke up the next day, and my card was charged. I checked my emails and there was no confirmation of my transaction. I called my bank, and they told me that in fact I was charged by them. I called Airbnb to tell them that I was charged but didn’t receive confirmation, so I’d like to cancel and re-book. I decided that I wouldn’t book at this place, so we booked another place. After several phone calls, talking with various different representatives, and receiving different answers, I couldn’t get anyone to locate the payment. I called my bank; they told me to wait 15 days, and then to open a claim. I did this, and visa returned my money within 2-3 days. I just received a notice in the mail that the transaction had been reversed. They still want me to pay the amount, even though we did not stay there, did not confirm the booking, and received no confirmation of this transaction, other than my bank confirming it. Airbnb went on to deny that I contacted them, even though I have many emails between myself and them. I don’t know what to do about this anymore…
In November 2016, my wife made two different Airbnb reservations for a trip to Atlanta, where I would be attending a conference. The first reservation was cancelled within days by the host. The opportunities to get a room where the conference was being held were limited. She went ahead and made the second reservation with another host. About a month later, the that one was cancelled too. There was still time to book with the conference hotel, but we decided we could do better and found a UU’re Home host very close. We’ve stayed with UU’re Home hosts before, and they were wonderful.
Fast forward three months, and the trip was coming up. Guess what? Airbnb sent me a “Reservation Reminder” (my wife put my email address on the trip), and it said the second reservation she had booked was coming up in a few days. I logged in, and voila, the trip shows: “Cancelled – this reservation was cancelled by the host.” Are we going to be billed? Does Airbnb’s system really know what is going on? I found the 855 number to call Airbnb to complain. However, they won’t talk to me because the reservation was made by my wife. All I want to know is if we will be billed. I can forward the email from Airbnb, but they won’t talk to me. My wife has to call and wait in their queue. Do they know why I received an email reminder for my cancelled reservation? They want more information, but won’t talk to me. I’m going to tell my wife to call them and make sure we won’t be billed. I’ve saved a screen shot of the Airbnb page showing the cancellation. Why can’t Airbnb get their act together? And why do they let hosts cancel stays frequently?
On March 10th 2017, I happened to check my account on Airbnb and found that my response rating had been reduced from 100% to 50%. No prior warning was provided. It appears that I had not responded to Airbnb inquiries, but I had not received any. I set about trying to make contact with Airbnb, but that proved to be impossible. There is no contact point and no way of raising a support ticket. There is a feedback form I found on their website but after trying to write in my complaint, I got a response saying that the feedback form will not receive individual responses and it s not a support ticket. So where is the method or means to raise an individual support ticket request? It appears there is none. Airbnb is happy to take our money and dish out severe ratings but certainly does not want to hear about any problems that they may have created themselves. I tried to post the following to their feedback form, but I think this will not get any response:
Complaints about Airbnb as follows:
1. Unable to make any form of direct contact with Airbnb, almost suggesting the company is not interested in any contact from its customers.
2. Airbnb suspended my listing without any notice or threat due to my lack of response to their inquiries. However, none of these enquiries have come through in any of the methods usually deployed by Airbnb including:
a. No email indicating an inquiry was issued by Airbnb.
b. No notification alert from Airbnb.
c. No mobile phone text message from Airbnb.
However, Airbnb threatened to suspend my hosting as well as immediately reduce my response rating from 100% to 50% with no prior notification. This clearly is an Airbnb system fault and not my lack of response. I know this because customers have actually made contact with me since there was no response via Airbnb. This clearly supports the fact that it is your system that has the problem. A Google search on the matter brought up multiple similar occurrences with other Airbnb hosts. While this may be a glitch in Airbnb’s system. There is no way of contacting Airbnb to inform of the problem or get help to rectify this problem. There is no human contact available. Given this lack of response, there is a loss of customer revenue from the host’s point of view, which also translate to a loss of revenue from Airbnb. I would therefore reduce my rating of Airbnb as a hosting site from 100% down to 50%, similar to what they have given me. Unless I hear from Airbnb within the next two days, that satisfaction rating on Airbnb as my hosting site will be reduced further from 50% to 0%.
Airbnb is having a promotion where if you refer a friend, they receive an automatic $35 credit in qualifying first time bookings. Well, according to them, “qualifying” is referring to a trip of at least $75, which was fine since the trip my friend wanted to book was over $350. However, every time he clicked on the link, there would be some kind of error that would prevent him from redeeming the coupon. First, the IDs that they requested were constantly being declined for no real reason. After trying for 30 minutes, he finally got them to accept an ID. Then, of course, the credit was not automatically added to the trip during check out, as had been promised. Thinking it was some sort of error, we tried again, and again, and again… and nothing. We tried making the booking using the phone app for maybe an hour. So he became frustrated, and we try to find some way to contact Airbnb. When you click on “Contact Airbnb” in the help section, nothing happens: no link, no number, nothing.
Although I have had relatively positive experiences with Airbnb in the past, the inability to redeem credits that they keep pushing feels unpleasant. It almost seems like a scam in my opinion: they push and push and when you finally refer someone the credit doesn’t even go through. Since the person already went through the hassle of registering his ID and everything, chances are he will make a booking anyway. By the way, we are not unfamiliar with technology; we’re in our mid-20s and grew up with computers. We know our way around websites and software, and we’re pretty convinced this is something on Airbnb’s end (potentially deliberate). Now we’re here to complain about the issue, and I feel my experience with them has been tarnished. It’s for something so silly too: not giving credit that they constantly advertise. It seems greedy to me.
To even attempt to express my full dissatisfaction with Airbnb right now would be difficult; I barely have the words. I have been attempting to resolve the following issue for two weeks. I’ve spoken to six people, and nobody will connect me to an actual manager. I asked for a manager before even explaining what I was calling about this evening and was hung up on. Airbnb has lost my business forever. This all started with a $500 gift card. I placed a reservation, then cancelled the reservation because of issues with the host. Everything is documented. The host refunded half. Airbnb refunded the other half after a case review back to the gift credit. While this was going on, we placed another reservation with a host we have booked through Airbnb in the past.
The balance at booking we owed before the resolution with the original host was refunded: $181. This was charged to my debit card. Then I was refunded $8 to the debit card. Then Airbnb charged $210 to the gift card. Then Airbnb refunded $210 to the gift card. Then Airbnb charged $113 to the gift card. Then Airbnb charged my debit card $218. Airbnb has $391 of my money now after the $8 refund. The amount left on the gift credit is $387 (a difference of $4) The total for the trip: $504 The original starting gift credit: $500. I owe Airbnb $4. They managed to take their $4 after charging me for everything else instead of using the gift card. I need my money returned to my debit card. I have been attempting to accomplish this for two weeks. The gift card needs to be depleted to $0. I owe Airbnb $4. I needed a phone call from the “trip team” or an actual manager capable of issuing the refund. This has been absolutely ridiculous, unbelievably frustrating, and incredibly disappointing.
The problem that caused an incorrect booking in April has happened again. Once again, the Airbnb system has unblocked the month of April, which I had carefully blocked for my son’s visit from out of town. In October, I carefully blocked out March 20th through May 20th for my son who would be visiting from out of town. On January 12th, Airbnb booked a guest for March 28th through April 4th. I discovered that somehow the days I had blocked had been unblocked. I know I did not unblock them but was told by two Airbnb support people that that was the only way it could have happened. I called Airbnb immediately to find our how to cancel the booking without incurring a penalty. The person I talked to did not give me complete instructions and I was penalized $50 anyway, which was eventually refunded.
Yesterday I went into my calendar to check to make sure the days I blocked for my son were still blocked and found, once again, that April had unblocked them without my knowledge and two more bookings had come in, one awaiting my approval (April 28th – May 5th) and the other an instant booking (April 22nd-24th). I immediately wrote both of them explaining the mistake but I have not declined one of them yet because I need to get this cleared up with Airbnb before I do anything in my account. The guest is waiting for this to be cleared up so that he can move forward with his reservation. I did go into my account and turned off instant booking until this mess is cleared up. I am very concerned about this issue and need to talk to a supervisor or senior technician who can correct the problem. I am very uncomfortable with having to decline decent people from renting my space because of a glitch in the Airbnb system. It is not good for my business. I hope that this can be cleared up quickly. I want to release this booking as soon as possible.