Contact Airbnb Customer Service Quickly

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How to Contact Airbnb

We regularly receive questions from frustrated and angry Airbnb Hosts and Guests seeking a direct phone number to contact Airbnb.  Since the company tries their best to hide this information, we have decided to publish it here!

The best toll-free phone number for calling Airbnb Customer Service is 1-855-424-7262  (Even with this number, the average wait time is between 7 and 12 minutes).

Another number that works well in the USA for local callers is 1-415-800-5959 

For UK callers, try 02033 181 111

The way Airbnb prefers to be contacted is via their messaging center, here: https://www.airbnb.com/help/contact_us

The primary Airbnb mailing address is:

888 Brannan St.
Floor 4
San Francisco, CA 94117

If you’d like to try a long-shot, you can email these people:

Host or Guest Concerns: Aisling Hassell, Global Head of CX  aisling.hassell@airbnb.com
Brian Chesky, CEO of Airbnb can be reached at either brian@airbnb.com or brian.chesky@airbnb.com

Airbnb Customer Service is horrible!  Read 15 Reasons Airbnb Customer Service is terrible from world-famous travel blogger, Asher Fergusson.

Earn up to $42k on HomeAway.com

If you find a better and even more direct way to reach Airbnb, especially higher-level staff members capable of actually making decisions, please post it here so we can share with others!  It should be noted that Airbnb customer service is notoriously weak and all “front line” agents are very restricted in their abilities, so there is a very good chance that they will not be able to resolve your issue to your satisfaction.  Our suggestion is that you save yourself some time and trouble by asking the first customer service agent right away if they will have the authority to provide you with your desired result (a refund, cancellation, etc).  When they say no, you should go ahead and ask to speak with a manager immediately rather than wasting time explaining your circumstance multiple times.  We have heard many stories of former Airbnb Hosts and Guests who have contacted Airbnb and spent literally weeks going back and forth via email messages and phone calls before either giving up, or finally reaching a real manager with authority to resolve real issues.

To receive a faster resolution and have Airbnb take your request more seriously, first share your airbnb story here so they know that you are not afraid to tell other people about your experience and that their bottom line will ultimately suffer if they do not make your request a top priority.

VRBO

Contact Airbnb Customer Service Quickly - AirbnbHell.com

AirbnbHell.com – Real, uncensored airbnb stories from hosts and guests.

413 Comments

  1. When guests try to book my place they keep getting promotions to book the hotel instead or being told that booking is unsafe. I call the service to see what is the problem. After 20 min they were confused and couldn’t tell me the reason why this is happening or help me with the solution. Nothing.

  2. We started planning our trip to Croatia and Slovenia fall of 2019 to travel on May 31 through June 26th 2020. We were going to be there for 28 days. We booked some of our housing stays through airb&b. We are 67 and 77 years old and were worried about booking so far in advance, but were told we could cancel and get our money back as long as it was two weeks before our visit. Now airb&b has told us we can’t get any of our money back. We are out close to $2000 and can’t cancel even though we are giving 2 months notice of cancellation. Don’t no where to go for help?

    • I’m a host and I know that some of my tenants have been able to cancel penalty-free (a month or two in advance) by saying that they are unable to travel due to COVID-19. I would say that your state is imposing travel restrictions and see if they go for it,

    • I booked a 4/3 bedroom in Kissimmee this weekend. Let’s just say the house was awful. Bugs, worms in the pool, mildew, dirty carpet, smoke detector beeping, and soon as I got to the door I smelled a musty smell. Mind you is Covid19 and housekeeping should have cleaned before I got there. I immediately called the host over 30 times those idiots in India act like they can’t hear and kept hanging up so I called Airbnb sent photos and Geraldine states I will get a refund and they will relocate me. I drove 2.5 hours there with 4 other people and here it is 3 days later and still no call back. I called CS who said they will put in an urgent ticket for a supervisor to call me back and of course no call back. Call again and demand a supervisor call he tried telling me the same as before but I said I am not hanging up so keep trying. They will do their best to avoid letting you speak to a supervisor.

  3. We’ve had to cancel a trip in Corsica due to COVID-19. Auxiliary main part of trip cancelled by organizer as it’s unsafe to travel. So our family trip portion in Corsica is not needed.
    Host seemed shocked Airbnb would not refund me. Told me to contact Airbnb. Finally spoke to case manager. They called host, host told them they were in a bad financial place and they had no cancellation after 48 hrs booking.
    This is $3000 we are talking about. Not a little amount.
    I’ve asked customer support as well as host if we can re-book for summer of 2021.
    Look, I know bad Coronavirus has been I know people are in need of assistance. I don’t feel line being a charity for a host for $3000.
    If this was a hotel, no problem you can cancel.
    I’m
    Besides myself the consumer is not protected.

    • Host here: You should be able to get 100% of your refund back due to COVID 19. Make sure you stay on top of this with CS. Here is a link from Airbnb saying you will not be charged anything – https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid19

      In the past month we have had over 20 cancellations and for each one the guest got back 100% and I nothing. No questions asked. I feel the guest should receive all of their money regardless as to what my cancellation policy is.

      If you are ever in the Bay Area visiting SF, etc., you are welcome here 🙂

      Good luck!

    • I’m facing the same issue. Writing back and forth emails with Airbnb and the host. I’ve not been able to get any refund. Unfortunately Airbnb‘s COVID-19 policy only covers check-ins after March 14.

      • I am having the same issue and I cannot contact any one. My stay is not until end of Sept 2020 and the Airbnb cancellation calculator wants to charge me half of my full stay. Are you able to pass on email for airbnb as I don’t even have any means of emailing them.

    • Hi. I am having the same problem. I can’t even call anymore. The number provided doesnt work. Do you have a phone number I can use. This is just ridiculous

  4. I suppose my only complaint is as follows:

    Being a combat medic who served 6 years, I didn’t expect to be denied a 2 day stay in Missouri or a removal of my account because of a misdemeanor assault that happened about 6 years ago. I made a mistake and paid my dues but I suppose they don’t believe in change.

  5. Yes, Airbnb has been hell since I’ve started using them regularly. This blog is a great place to vent, and it’s helping me not to go off on them on the telephone. I’m frustrated because they have absolutely NO customer service and their policies for handling issues are unfair and unreasonable. I’ve been corresponding with them regarding two coupon codes (one of which was a reward for referrals). The refused to reissue the coupon because I accidentally booked a trip in croatia- the host responded and refunded me faster than they did! I HATE Airbnb.

  6. I am appalled at Airbnb customer support and also the host. I don’t think I’ll EVER use Airbnb again. I booked a place for a week and when I got to the place the key was not where it was supposed to be and the hosts phone was off and she was not replying to any of my messages on Airbnb platform. I cancelled as I couldn’t get onto the property and got no response from the host whatsoever. I think it’s shocking that the host was not reachable on check in times.. I ended up having to pay about 70% of the total booking which is absurd as I couldn’t even get onto the property. This host left me hanging the whole day even into the night. I refuse to pay anything for the Airbnb and right now the whole thing feels like a scam. I will tell everyone I know to avoid using Airbnb too.

  7. Hello, I am an Airbnb host with over 13 listings and sometimes guest break rules, like bring pets, extra guests when they are not permitted, wash their babies feces in the sink and clog the pipe system or smoke inside the house when it’s absolutely not okay. Air B N B should have higher penalty fees for these types of scenarios.

  8. New to Airbnb and only a travel user at this time, not hosting yet. I’m in the middle of my first stay and have encountered multiple problems consistently so far. Mainly, my issues are regarding the Internet service and TV service which was advertised as one of the available amenities at this property. I work from home and heavily rely on a reliable and strong internet connection. During my 3 month stay, the entire first month and much of the second month so far, there hasn’t been working and or, reliable internet service. Recently the internet service has improved however, from day 1 until now, the TV service has been very unreliable and not available at all many times. The host has made some attempts to resolve the issues however, the TV service is till freezing up and very unreliable.
    My question, is there anything I can do to be compensated for these issues? I don’t really want to leave and have to start a new stay at another property at this point as my 3rd month is the payoff month in regards to being the cheapest of the 3 months. I’m supposed to pay nearly $300 less than the first month and over $200 less than this current month in a few weeks for the month of March. If I’d left anytime before now, the average night stay would not be what I signed up for as I was heavily charged the first and second months.
    In any case, what is Airbnb’s policy on hosts who’s properties are not as advertised? Thank you in advance for reading this and any feedback given.

  9. Worst customer service. Just called to update my phone number and was told I had to wait a day for an email for the Security Dept to look at my case. Currently locked out of my account because I have a new number and the customer service rep and boss both claim only the Security Dept can change phone numbers and also apparently they have no phones at all so email is the only way to contact them and there’s no way of knowing when they will respond

  10. I had also a problem with cancellation. I booked an Airbnb on Amsterdam and after couple of hours I cancelled my reservation. On the small letter it was written, “if you cancel on 24 you will get back your full refund”.
    So I have all of these on a mail, telling me in 15 working days I will get back all my money.
    Yesterday I received all the amount of money and minutes after they draw back all the amount from my account that they just send me back.
    First I wanna ask, how is it possible to take money from my account after they have givee back already all the amount?
    What should I do ?

  11. One of my concerns is not so much with Airbnb but their hosts. Twice now, Honolulu and Aruba, the hosts locator address shows their location in a prime spot but their actual address which you get after you pay is at least a kilometer or several away. Invariably, these hosts have a no refund ever policy. Airbnb’s response was that they should do something about it. Whatever.

    • We are in Costa Rica and already have had a bad stay where the Airbnb host Abie at Tifakara Hotel in La Fortuna refused to communicate w us or even try to resolve our room’s flooding issues. Another guest b4 us traveling from New Zealand had just posted a negative review on Abie’s listing of his stay in the same room which we wisely thought to save. When we communicated to Abie that this guest had already complained about the flooding problems a month earlier, he found a way to remove the review.
      I am a host in the US and we cannot do that w any reviews over there. Also I would never put my guests through the unacceptable conditions Abie did.
      We are at the beginning of a 3 week trip and dearly hope our remaining stays will be more positive!

  12. My story: I’m 2 days into a 4 month trip w/ 3 airbnb rentals. For whatever reason, my sign-in proceeds to a pop-op asking if they can send a verification code to 1) text message to my phone or 2) call my phone. I am in Peru where my phone does not work. I have called the toll-free number (THANK YOU so much for publicizing that number, otherwise I’d be totally stuck). The wait time was very short and the help people appear to be trying but haven’t been very helpful in getting around this hurdle. I was told today that it was given to a case manager and that was all they could say. I asked to speak to a manager and was told they were unavailable. This sounds like BS. I suggested that the webpage had a bug in that the popup did not list another option for verifying myself. The help person said, no there was no bug. More BS? I told her that if this was by design (that a traveler had to carry their working phone with them overseas with no way for the help center to intervene) then that designer SHOULD BE FIRED! She said she would pass it on. More BS?

    • Very bad experience with airbnb. When I want to check in, the host doesn’t respond to my check in. I can’t checked in and I need to book another hotel!!!
      I try messaging the customer service, not a single line was replied in 24 hours.. trying to call their customer service you will get nothing, there is local customer service which will speak in local language ( how the fuck i can understand?) and as a traveler I don’t have phone credit to call the international cuatomer service since it is not free!!

      I want my refund! This airbnb is very hell, host can juat be irresponsible and they will still get away with the money!!

    • I am having the same trouble from India. After contacting airbnb support from within the app, the Automated reply came and Had code in it to log me out of the app and of course u cannot fully verify because I am using an Indian sim card. If the email for brian the eco is valid that will be hopefully helpful as the ceo should know the company glitches.

  13. very worst room there is no proper cleaning there is no lift facilities how can children & old aged member will go and also no proper cleaniness in room . its really very worst . dont cheer up this kind of hotels . we are really unsatisfied with this . dont make fraud people

  14. What if someone put a scam ad with wrong information? And what if the home they are renting have tons of issues and you have to pay for technician to fix it as the host is a scammer? The CS will help? Not at all. Sounds like anyone can rent here, scam or not as along as airbnb get its money. I have screenshots of their hilarious CS. Kafka wasnt able to reach their level of absurdness

  15. Airbnb is really frustrating me!!!!!!!!!!!!!!
    They removed my account with no reason, without any warning! And They blocked my number to call to the customer service! They just sent me Email that I violated the regulation and didn’t try to communicate with them! what a non-sense! I never haven’t got a call or an Email! I think they are using such a cheap spider-bot to ban the users on the web-browser!
    I can not understand Airbnb Acts!!!!!!!!

    • They have shut down my account due to a guest mentioning a book that was against their “discrimination policy”. I have tried for a week to get help, have removed the offending book and have gotten no where. I am so pissed, I could choke them!

      Jennifer

  16. Our experience as hosts over the last year, l mean having hosted guests over this period have been a major concern for us. Since dealing with them we have not received a cent. We have been sent from pillar to post, no results. We have discovered that they charge guests more than the one paid to the host. We just want our money and get out of Airbnb. How we don’t have any idea. In short we have hosted as agreed but not even received any financial support from Airbnb. We are in South Africa.

  17. Been on the phone for 4 days in a row no one at AirB&B return calls when they promise to and the last one (Keira in the US office) dropped the line after leaving me waiting for 40 mins. Their photo uploading system is a joke – I cannot book as their IT does not work. My first and last experience with them. I am meant to book for next week and have no way to do this because they are useless.

    Superhost owner loses out because he is using this useless route.

    NEVER USE AIR B&B – TOTAL WASTE OF TIME, INEPT, IT IS USELESS AND NO CUSTOMER CARE assuming you even get a number that works for them

  18. They closed my account on the basis that they were basically discriminating against me so I decided to take legal action and am not going to let them get away with this. We have rights people. Use them.

    • They literally JUST did the same to me….. October 2nd was my first time using Air BnB and I had a horrible experience. My host house was disgusting, had a pit bull, would state that she was “getting high” smoking weed and house was under construction. After one day I informed Air BnB they were not willing to cancel my reservation until I submitted photos and they saw.After they saw the photos they stated that they would cancel the remainder of my month long reservation. They were supposed to accommodate for my hotel stay because that was all the money I had. They weren’t able to get me a hotel in the same area if it weren’t for my dad getting me and my daughter a hotel we would’ve been in Miami sleeping in our car for a few days. After a couple of days of following up and still no refund they informed me that they would give me a credit for another Air BnB. I took this option because we were still waiting for our refund and had no money for another hotel. We’re currently in the same Air Bnb and I get an email the two days ago that stated that the first Air Bnb host processed a claim against me and I didn’t respond so now my account is closed. Mind you this email they sent was not an high alert email or communicated through the Air BnB app which is the primary form of communication that I’ve been having with Air BnB. I am no longer able to access my account or information about receiving my refund or anything. All this time I’m pregnant stressed and this stupid Air BnB host dog hopped on my stomach during my first day at that Air BnB. If you are serious about suing them I will definitely be on board because my experience was complete hell. I would gladly give you my number and we could communicate further if you email me at Lmeusa12@gmail.com

    • I booked a room using my credit card last july here in Philippines.Unfortunately the host gave me a Singapore number and did not reply even on the day of my check in. 30 mins before my check in i decided to cancel the booking. Thats the time she replied that she just saw my message and i told her that i already cancelled the booking because i got scared i wont be accomodated. Her cancellation policy says that it cannot be refunded. Thats why i called my cc bank and advised to file a dispute. I also contacted airbnb and they told me that they already talked to the host directly and promised to give my money back. So my cc bank sent me an email telling me that this cant be refunded because of the cancellation policy and it is already closed. The bank sent me an email about this. I relayed this information to airbnb and asked me to send the documents sent by my bank for them to escalate the matter and be able to process my refund. Since then i did not hear from airbnb. Whenever i try to chat them they will reply once but when i raise my concern and ask about the status of my refund thats the moment they will not respond. I am so frustrated and mad. They are ignoring me. They told me things that this will be fixed and be refunded only if i send them the docs that my bank sent me. I provided all the screenshots, documentsetc. But still they cant give my money back. Its been 3 months and i dont know if i can still get my money that is 7600 pesos. Thats more or less 150 US dollars

      • Hi! I’m from Philippines and just recently cancelled my bookings in HK due to political unrest. I filled for a request of refund but haven’t got any feed from the host yet. How do i escalate it to AIRBNB? thank you.

    • I lost 1000$ because i booked a place and asked for a cancellation just 2 hours later. The reservation was after 5 days. The host refused my refund request and airbnb did nothing.
      This is my 4rth time i have issues with their application and very poor customer service. It is my last time i use it. Deleted the app and boycotted it for life.

    • illegal border crossing issues? What is exactly your complaint and what rights do you think you have? Do I have those same fictional rights in mexico? Answer is no

  19. BEWARE Superhost Mark
    “Cozy Cottage” Walker, Louisiana

    Booked the first week of November with my girlfriend. We made these arrangements TWO MONTHS ago. After weeks of of stress and financial logistics, she booked her flight. That same ****ing day, mid-conversation with my girlfriend about the trip, I get an automated message from Airbnb that our reservations were cancelled. What the hell. The timing was uncanny. I had to explain to her that it wasn’t anything I did that caused the cancellation.

    Immediately I open my email and see that my money has been refunded and will take up to 15 days to process. I go to the app to see what’s going on, thinking that the host surely left a direct message explaining why our stay was cancelled two weeks before our vacation. Nothing. Not a thing. In fact, I hadn’t received a peep out of this guy Mark since my initial message to him two months prior, introducing myself and informing him about our plans. The trip was removed from my “Trips” section completely, of course.

    Unsatisfied with this lack of communication, I sent a very heartfelt and passive aggressive email “thanking” Mark for being such a gracious host during the holiday season. After that, I searched for the location again, “Cozy Cottage” Walker, Louisiana. Mark is rated 5 solid stars out of 5 and is ranked a Superhost. A bit fishy. In all my experience online, never have I ever seen a product, establishment, or service rated a solid 5 out of 5 stars. Not even half a star? Something didn’t sit right with me about that.

    I go into the Availability section to check their calendar… LO AND BEHOLD, there are my dates that I booked two months ago. November 3rd through the 10th. What the absolute hell, Mark? This guy cancels my dates and then throws them back up for availability? Why would anyone screw themselves out of business? Well, I’ll tell you folks. Mark hiked up the prices for certain nights, bringing the total for those eight days up by one hundred and ten dollars. 110 dollar price gouge. I couldn’t believe it. This should be criminal and grounds for his account to be suspended indefinitely. I had to be sure, so I went to my receipt, found that the refunded price was 114 and some change. (Mind you, this is HALF of the original agreed upon price, as Airbnb charges half now, half later for bookings) So originally I was on the books for 228 and change. Now, I see my scheduled dates back up for availability for 338 dollars.

    Un-*******-believable, Mark. You need to feel shame and remorse for treating potential guests this way. It’s just plain common courtesy to give people a reason for cancelation, of which you clearly have none. It pains me to see your perfect five-star reviews and your glistening reputation as a Superhost. How hard did you have to work to fabricate this image, I wonder? How many guests have you cancelled on last minute, leaving them helpless to find other bookings on such short notice. You know what I think? I think you’re a scummy business person who is complicit in Airbnb’s well-documented price gouging of honest customers. Not one of us can leave a review on your listing unless we’ve completed a stay, which only highlights how crappy and broken the Airbnb system really is.

    Shame on you and curse your “Cozy Cottage” to Airbnb Hell. F*** you, Mark.

  20. I have proof that Airbnb covers-up dangerous conditions/people and knowingly allows them to operate. Airbnb retaliates if you report the danger and seeing them take no action (they send false email that they “took action”) press the issue and say you’d have to go public to stop the hazard – they ban you and cancel you otherr in-progress reservation and treat you like dirt in general. Below is detailed account of solo female traveler being subjected to danger by the deranged, angry and bigoted host (who was talking about homicide and other violence, other scary stuff and bullied the guest making bigoted statements) and made run for her life. Nice property rented from a nice lady turned out to be remote and dilapidated Robert’s Redneck Retreat horror shacks, where guest had to be alone with crazy male owner. After leaving and immediately reporting unsafe situation and discrimination to Airbnb, Airbnb failed to take action against the host, continues to let host operate and even allowed the host to leave false negative review for the guest (while listed Airbnb host was not the actual host who was on the property, real host does not even have photos in Airbnb). After the guest demanded to take action (and remove negative review) and said that otherwise guest would have to be going public, Airbnb quickly retaliated: banned the guest (interrupted guests’ reservation in-progress basically demanding to leave the property on minutes notice).
    Airbnb poses public danger, they’re a greedy, ruthless and hypocritical company with zero concern for safety and it’s only a matter of time before next guest is harmed or killed in their properties. Full account of what happened and retaliation is here: airbnbdangeroushosts.blogspot.com

  21. I just tried my first Airbnb request. The girl confirmed, that it was ok for me to come. Last minute she calls me to say she can’t because she has someone else willing to pay cash for the room, so I would have to find somewheres else.
    I told her to call and cancel my reservation so they wouldn’t charge me. They are not supposed to take the money out until after the stay, but as soon as she called it showed up as a charge on my card.
    I called customer service and asked why I’m being charged when the host cancelled not me. They said they had to charge me, so the could eventually refund me. I asked how long that takes, they said 15 days. 15 DAYS!!!
    I was using Airbnb because I couldnt afford a hotel. Now, I will be sleeping in my car tonight, because they took my money and won’t give it back for 15 days.
    I will never use them again.

    • I made a reservation in Galveston Texas 7/27-19and right when we were going to check in Airbnb called me and told my that they had to cancel the reservation but couldn’t give me any reason as to why, they told me that they’d be refunding my $384 and that they’d reimburse me up to $250 for a hotel room for the inconvenience, I have called them about 20 times about my refund but they keep giving me the runaround telling me that they’re marking my case urgent and that someone will contact me shortly which never happens, they finally send me an email saying they refunded $250 and consider the matter closed and also suspended my account , how the heck do you only refund $250 of a $384 reservation that they canceled and also refuse to pay the reimbursement for the hotel room the promised to reimburse? It’s been a month and half and every time I call they tell me it’s under investigation

    • We had a similar experience jus 2 days ago i.e. 28 sep 2019. They took the booking, took the money, we were refused a stay, and now they refuse to refund

  22. It’s been almost a month since I didn’t stay at a reservation I had in Toronto because the apartment was nothing we saw at the pictures. Me and my family couldn’t fit there it was very small.the minute I arrived ve I contacted Airbnb it was late so they told me my case was already checked but it was very late that I should call first hour in the morning an that’s what I did.
    Next morning of my arrival i talk to someone at Airbnb we had and arrangement between him the host and I. I was only paying for the 2 fist night.
    This guy at Airbnb told me, that they had an error at Airbnb platform and can’t make the cancellation now, but asked me to NOT do it by Myself that waiti need it to wait and in a couple of hours someone will send me my cancellation and the aragenment by mail.
    It’s been almost a month since that! I call every single day since that happened, send mails, messages EVERYTHING and the answer is that the “trust” department is seeing my case and I have to wait. And today that my “rent” its over , the host dare to write me: leave your keys athe the table and take out your garbage!!!!!!! How could she write me that??????? So she know that this arengment didn’t exist?????? That means that won’t refund me ????? I stayed in a horrible hotel because I was waiting all the time for my refund I didn’t have the money to pay another Airbnb.!!!!
    I arrived home now still waiting for a response or something and thanks Airbnb I had the worst experience of my life that made me had the worst vacation with my family!!!!!

    • I tried using Airbnb for the first time early this month. I paid the first half of the room which was 385$. The other half wasn’t due till later. So the due date came up for me to make my last payment even though I had the money in my account Airbnb cancels my reservation and said that my payment method wasn’t working. Now the host has booked the room with someone else and won’t refund me my money. Now I’m going through phone call after phone call to figure this out.

  23. Joining AirBnB was one of the worst mistakes I’ve made in a long long time.
    My supposedly “luxury” rental was a complete disaster (thanks superhost Andrea)
    903 S, Ashland, chicago. Is there a listing on AirBnB that isn’t described as “luxury”
    I arrived at 9pm to my rental to find that there was no key waiting for me. Contacting superhost Andrea, she tells me the “key is on the way, with UPS, and should arrive tomorrow”. the front desk at the condo building will have to let me into my unit until the key arrives. WTF???
    superhost Andrea acts like its no big deal….. and when I tell her this is not what I signed up for, she says, just leave the door unlocked when you go out….
    Really? In a 12 story building on the west side of Chicago.
    The unit itself was awful. Here’s what I experienced:
    – no wifi (even though it was promised) , later lying superhost andrea tells me the wifi is on the first floor, 11 floors down.
    -no bath towel, not a single one. (I’ve never ever stayed in a hotel, no matter how crappy that didn’t have a towel)
    – no closet space available for my use, nor any hangers (the place had lots of closets, just none that I could use)
    – filthy sheets and pillow cases, and even though I paid a $100 cleaning fee, it was still required of me to strip the bed upon leaving.
    – I had to share my bedroom with two large piles of the owner’s laundry…. absolutely disgusting
    – no TV
    – no radio
    – filthy balcony doors that could not be opened.
    – barely functioning AC
    – a perpetual wet spot on the floor (seepage from underneath), that I almost slipped and broke my neck on the first night when I didn’t see it.
    – a gut feeling that I was being illegally spied on, something kept telling me that I was under constant surveillance by a hidden camera.
    It seems that owners can list any kind of garbage for rent and we renters’ have, in the end, absolutely zero recourse.
    I contacted AirBnb to complain and cancel my account when I got home, and was stunned to hear the phone rep (yes they do make it very difficult to contact them by phone) blame me for all the problems I experienced.
    According to them, I should have called AirBnb the first night I arrived.
    Really and then what?
    How was AirBnB going to get me a key?
    or provide me with a towel?
    or fix the owner’s blatant lie about wifi?
    or provide me with closet space and hangers?
    what B.S.!
    the next day after arrival, I had to sit around in the lobby from 4 to 7pm waiting for UPS to show, unload their truck and then find my package so I could finally get my key.
    my stay here required endless communications with superhost Andrea. even checking out.
    I had to contact her again on the last day only so she could tell me what to do with her stupid key.
    Again, what B.S.
    The worst part is trying to get AirBnB to delete my account.
    Spent half an hour on the line with one dummy who kept ignoring my request for deletion and just kept saying my account was now Deactivated.
    “NO, I AM REQUESTING MY ACCOUNT BE DELETED, NOT JUST DEACTIVATED”
    the worthless phone rep informed that could only be done by email.
    I just received an email from community support, whatever that is. that they couldn’t honor my request.
    Anybody else have this problem also? any tips for actually getting their account deleted?
    It appears that there are enough disgruntled users to justify a class-action lawsuit.
    I would happily join.
    How do we get a class-action lawsuit against Air BnB started?

  24. Complain Air b&b bad service
    1. When I found some unsafety issue, tried to contact customer service several times, but I failed that I can’t do anything except cancelling;
    2.Cancel policy is impersonal that need to charge customer 50% after 48hours no matter what reason it is, which bring $1000 lose to me. From what I will say, a.all policy is default that customer can’t do the choice;b.I canclled within one week and left 1 month ahead of the booked date. If I found something wrong from host, I think it’s possible to talk;
    3.If I paid, I need the authority of commenting the host. But no way for me to do this to let the other customers to know the truth, which means all the expense disappears.
    4.Also when I told Air b&b service, I always got the answer it’s policy. What a rude way to treat customer’s requirements!

    • Hi just, had same experience with Airbnb, but was resolved fairly quickly. They said that the issue is that this needs to be resolved with the host first and then AirBnB will respond. Airbnb refunded me the full amount within an hour of it being resolved with the host. How I did this was to:
      1. Check the details as displayed on airbnb
      2. Find the inaccuracies
      3. Highlight that this is misleading
      4. ask for a full refund
      It is in the hosts interests not to cause trouble with Airbnb by displaying inaccurate information.
      Best, D

  25. for some reason not the credit card used, airbnb is not allowing my card to process while trying to book a place in prague while on vacation? no one to contact under out USA number, and we are at a loss as to how to resolve it?

    • sometimes your credit card blocks purchases while you are traveling unless you inform them, they want to make sure your card has not been stolen.

  26. Regarding Airbnb at 647 Metzger Rd. East Stroudsburg, PA. As with all Airbnb host is not on property, if this was a true BNB there wouldn’t exist the disgusting behavior guests there have as no host would tolerate it though as neighbors we are forced to. These are people visiting from small apartments in NYC area that for some reason feel they can be as loud as possible. They wouldn’t do so at home as it would bother their neighbors, their foul behavior bothers this neighborhood. Property was in litigation for 4 years, see Shvekh vs Stroud Township for details. Neighborhood and Township went to great expense to ask that this Vacation Rental By Owner not be permitted. Despite obvious poor fit to neighborhood host fought ruling all the way to Supreme Court to have decision reversed so they could continue renting this awful place. Airbnb couldn’t care less and does nothing but collect money. Rental listing is here: https://www.airbnb.com/rooms/21437652?adults=1&check_in=2019-11-10&check_out=2019-11-12&children=0&infants=0&source_impression_id=p3_1563069912_JyDJ1ia4qetjUrcz
    Do the neighborhood a favor and stay away.

  27. Ok. I am at a loss what to do here. Airbnb keeps sending my phone verification codes for the last week even though I am not trying to log in. Clearly someone misentered my phone number or is trying to log into my account. I am trying to contact customer service to resolve the issue. However, in order to contact customer service on the website you need to log in to your account. They locked me out of my account because “I” or whoever this other person is, has tried too many verification codes. So now I have no way to contact customer service or log in to my account since I am locked out. I tried the number above and was on hold for 20 minutes before I gave up. At this point, I am still getting unnecessary texts once, or sometimes multiple times, a day with verification codes for an account I cannot get into. I cannot contact customer service, block the texts or delete my Airbnb account. SUPER FRUSTRATING.

    • I’m having the same issue. Have you got your account resolved? I can’t log in because I’ve but been locked out. Someone is trying to get into my account but they cannot due to them not having the codes from my phone number.

    • Anitha, I was having the same problem … 3-4 text messages a day for the last 6 days w/ verification codes. I finally called Airbnb and requested that my account be deleted.

    • I also have been receiving text messages with verification codes, four in the last few days. All I want to do is notify AirBnB that this is an error but there’s no way to contact them. I don’t actually have an account with them and I’m not going to create one just for this. I’ll just keep deleting them but it must be very frustrating for the person who’s genuinely trying to access their account. You’d think there’d be some sort of info checking mechanism after 3 failed attempts to send the code out…

    • Call Airbnb, ask them to change your password (the temporary password is sent through email). You’ll be able to access your account again and change your password into a new one. The person who was trying to hack your account will be permanently stopped, because the password has been changed.

      • Unless airbnb can verify your account by matching credit card info, you will not get a temp password. My credit card was compromised so I have a new card and they can’t help me. They won’t delete my account either so if I want an airbnb account I’ll have to set up an email account just for airbnb. So i can”t get into my account. Can’t change my password and they send me an email telling me to sign into my inbox to review and reply to the message. Insanity. They have lost a customer here.

  28. I am unsure if this Airbnb is the same one, but even if it is not I will never book another one ever unless they resolve their issue.

    My family has been planing a trip down to New Orleans for a year now and part of that was finding accommodations. We have a large group of people (25) coming on this trip and could not an Airbnb that would accommodate us. So we decided to speak to Michael who presented us with links of what we assumed were to places that would hold all of us.
    We inquired about a villa that was close to the French Quarter and noticed it said 9 people. So we asked him if we could still have 25 he said “yes it is perfect” so once again we assumed that this would work for our group. Upon payment we once again noticed that it still said 9 instead of the 25 we discussed so once again we asked Michael why it didn’t say 25. He did not reply till 5days before our reservation and now said you can only have 9….! We told Michael that is not what was discussed and never once did he try to fix it. Instead he said here are some more places you can book for more money. We feel scammed and do not believe this host has our best interests at heart. When we called customer service they took his side over ours even though we have a paper trail of conversations that are clearly misleading us the customer. We are beyond frustrated! This is our very first family reunion as adults and aside from the hurricane trying to ruin it we now have Airbnb keeping us apart. I would give this company a zero if it was an option.

  29. Nothing I can say will not repeat what others here have written.

    Trying to get refunds on cancelled trips, I tried 2 different Airbnb “customer service” sites, waited a total of 20 hours, and had no responses.

  30. No! do not provide your government ID to companies online. If you think Airbnb can safeguard your most value information, think again!

    One of the leading credit rating agencies, Experian, was hacked in 2015, causing the personal data of 15 million Americans to be exposed. The recent hack of Equifax was far larger but fell short of data breaches suffered by Yahoo, which affected 1 billion people worldwide.Sep 7, 2017

    J hutch

  31. We have a tenant who is not paying rent. He has done works to our house, split it in two and is now renting both sections on Airbnb. He does not have the right to do this. He is not even paying rent to use and is being evcited.
    Airbnb have been made aware of this and they don’t care at all.
    We are having our lawyer contact them as they don’t listen to us. He has booked people in for months and he is being evcited next week. All of those people will be out o luck. Airbnb is the WORST.

  32. I used to love airbnb.com, the website that offers me access to nice accommodations for my summer travel. But now I am disappointed and angry at how Airbnb been treating me.
    I used Airbnb for two years and had success. I received 4-5 stars rating from the host families I stayed with. Now, Airbnb is refusing me services. Airbnb wants me to send them a copy of my passport or driver license on the World Wide Internet.

    I understand the rationale behind this step. It was designed to increase confidence in both hosts and guests. But thier process of verification made me instantly uneasy. First, it made no sense to ask me to provide this information when I am already an established and repeat customer. Airbnb has all the necessary information on me: Name, address, sex, birth date, phone number, e-mail address, credit card, past hosts’ reviews and profile picture. My history should have established me as a trustworthy customer. But, it appears that being an established customer means nothing to Airbnb. Your process of verification is unreasonable.

    I travel extensively during my summer breaks (I teach) and I am familiar with hotels, motels, resorts, B&B’s, collage dorms and other host families’ accommodations. Travelling usually involves reserving an accommodation with a credit card. Upon arrival the facilities perform a quick check of the passport or driver’s license. The difference here is that I’m uploading sensitive information to the Airbnb web. These days anything on the Worldwide Web is venerable. The difference between entering my credit card info and my passport data online is that my credit card has some pretty serious guarantees and fraud detection in place, instead, if someone gets a hold of my passport information and my identity is stolen, this can take years to fix.

    Also Airbnb asked that I provide them my social media (Facebook, Twitter, Instagram and Google) connections. A business has no right to ask for social media information!

    After spending ample time reading reviews and blog on Airbnb, it appears to me that Airbnb should sticking to established customer and use common sense in business practice. Online there are numerous articles on Airbnb infringement and over collection of customers personal information. Many people are questioning Airbnb practices and tuning away from Airbnb.

    Sincerely,
    J Hutch
    6/22/19

  33. Readers beware Airbnb hosts are not all trustworthy. I own a propery and the tenant has installed internal doors with locks and split the 2 bed apartment into 3 seperate rooms all sharing one small toilet. There has been no permission requested and 5 advertised guests will be in breach of local licensing laws. I have raised this with Airbnb and they are saying its between me and the tenant… however I have alerted them to the illegality of the situaton so the onus must rest them to not allow illegal operations to run through their business platform. They have plenty of options to investigate the issue but nothing have been done for 2 weeks now.

  34. Hi there, I am needing to speak directly to someone from Airbnb. My granddaughter booked to go to Mozambique, but Airbnb deducted the amount from my credit card. I am truly upset about this, and would like to request that Airbnb destroy ALL my particulars immediately, especially my credit card details.

  35. I have booked my reservation in india and payment was successful from my side and i have been changed but app says cancelled .. when i call customercare they are not able to resolve my issue .. I tried to book same property through my wife account we have received confirmation and verification of my account is not happeneing after 30 times uploading her passport photo. what kind of system you use i don’t know and seriously i don’t feel like using this app anymore

  36. I recently booked 4 reservations through Airbnb for AZ .. June 17 / June 26 2019 … I have have only ONE confirmation by e-mail …. Does anyone have a legitimate CURRENT phone # to contact LEGITIMATE people at Airbnb … Our credit card has been charged for all 4 bookings… Need HELP in how to contact Airbnb by phone right away … Many thanks … Virginia & Bob / TX
    I am starting to panic after finding this website AFTER I made our bookings!!! Do we OR don’t we have places to stay …. I got confirmation numbers AFTER I completed Airbnb’s questions regarding the dates needed and sending a message to the host regarding our reason(s) for needing to stay at the host’s property /This is our first vacation in 5 years … but there was only a confirmation e-mail regarding one property …. I am very frusterated … disappointed … and angry to think all my time and energy spent on the computer finding the “perfect places” to stay while visiting friends in AZ was not only a waste of time, but a fraud …. and here we are needing to start ALL over to try and find 4 NEW reservations within a short time frame…. Any help regarding a legitimate phone # to contact Airbnb would be most appreciated!

    • I make reservations in cuenca Ecuador I pay half , and the host send me a email that the house I rent Is no longer available and she can not host me i need my money back why they have in the sistem this units if they not available, terrible screw all my vacations

  37. Same. Someone hacked my acct last night, booked a place in Indonesia, then deleted my acct. which resulted in my actual summer reservation to be canceled. I am unable to log in or contact the host, since I no longer have an acct. Coincidentally, my refund for the canceled trip was the same as the new booking in Indonesia. Both are in July, but for different weekends.
    ???

  38. This is one of the worst experience ever. The host cancelled on us due to double booking, (Website error). We booked three months ago inc (flights, work days off, car rental). Host not replaying or responding to our emails and calls. Did not refund.

  39. My account got hacked two days ago, they made 3 reservations and checked in all at the same time and paid everything. I called the customer service right away. They said they would call me in a day or so. Have not heard anything from them yet.

    • This just happened to me. Someone hacked into my account made 5 bookings sent money to host and I call customer customer service and they are unable to help with anything. Hackers then remove my information from my account and close my account.

      • This just happened to me too! Any idea how to get hold of someone at Airbnb to address it with an account you can’t now access?!

      • Wow this is so ridiculous, this just happened to me on Friday May 17th, There had to be a glitch in the system. I have called them every day and asked for a refund but it has been such a hassle.They said they have had an escalated amount of requests coming in and I told them I don’t want excuses. Maybe they should have better customer service or not such shitty security. I have sent a very nasty email. They tell me I am put on “priority” but it has been 4 days and have heard nothing. Keep calling and get annoying people! I am about to contact a lawyer.

        • Hi Allyson, did you get finally a refund? I called them on Friday May 24th, they said I will get a refund but I did not get anything. They also told me I am put in “urgent” (I guess same as “priority”) but that’s bullshit because it has almost been a month since. I called them and messaged them many times, I get the same shit every time. I’m about to call my bank and chargeback the money.

        • Same for me, May 24th. No refund even tho they said on the phone they will. I’m fed up of waiting I will call my bank and ask for a chargeback.

      • Yep, just happened to me too, booked a place in Bangkok, drained both my attached cards sending money to the host and shut my account down. Customer service did absolutely nothing to help, and no one has contacted me.

    • This happened to me this morning as well. Fortunately, my payment method on my account is PayPal and they are refunding the money. Airbnb has been zero help. The hacker booked a room somewhere in Asia, then changed the phone number on my account and then closed my account. The airbnb customer service was no help. She opened up a claim and I have heard nothing from them.

    • Yup, me, too. Just got off the phone (again) with AirBNB. They don’t care about the fraud, or they have so much fraud to deal with they don’t have enough people to handle it – I don’t know which it is. But it’s been 48 hours since I reported it and still no contact from the “correct department” as they call it. I will NEVER use AirBNB again.

      • This just happened to me too. Hackers booked an $800 stay on our account and charged our CC. AirBNB didn’t seem to care at all. I got an email telling me to change my password, but it won’t work. When I try to contact AirBNB, it won’t go through. I’m hoping Mastercard will refund the $800, but I would really like to get into my AirBNB account so I can cancel it. I don’t think I will ever book with them again, which is a shame because we’ve had many wonderful stays at AirBNB properties 🙁

      • I just got two fraudulent charges of over $2,000 under the AIRBNB name. I have written. No response. They really don’t care. Now, I am concerned about reserving for the place I was looking at. How can they get away with fraudulent charges?

  40. Airbnb needs to have full disclosure and post their tax percentages. We just paid 31% tax on top of the nightly fee which was not posted anywhere!

  41. Scott .
    Our “super hostess Emily” wouldn’t return our money after Airbnb cancelled our reservation because they were using the wrong email address to contact us for the final installment. The hostess drew a pitty bath about how much time this cost her and she could only re- book 6 of the 7 nights and so she felt she lost money . Thank goodness for this site I first tried emailing the president with no response so I then went to the CO global of host and guest concerns. It took a week or so but we were contacted right away and they did refund our money.
    The greedy hostess left a very bad taste in our mouth to ever use Airbnb again.
    We reserved our place in Gulf Shores, Alabama

    • Hi Scott

      I have the same problem at the moment. Greedy host not realise the refund even though cancelled the reservation between the time frame & customers service couldn’t help either.

      Where did you contact finally to sort this out?

      Ei

    • Hi Scot, have just had a very similar experience to yourself. We stayed in a lovely condo with great host in March 2018, and enjoyed it so much we booked again for 2 weeks starting 06th April 2019. Imagine our disappointment to turn up and be advised the booking had been cancelled. At first I thought it was the host trying some underhanded deal, but eventually found it had been cancelled by Airbnb’s automated system. The problem had occurred due to the fact we made half the payment on booking in May 2018, in the meantime, our credit card used for the original booking had been changed to a new one with different numbers. Airbnb tried to take the balance payment from the new card unsuccessfully, which automated the cancellation. Airbnb advised when I got in touch with them that they had sent emails to my contact address, but I had received non of these. I asked them why they had not made contact via their webmail system or even by sms as some emails may automatically go to junk folder on certain systems. I also asked if others had had similar experiences, to which they replied there had been others, but the Airbnb software automatically cancels if the balance of payment is not made…
      Absolutely disgraceful sittuation in my opinion.

    • Hello Scott – I am escalating an issue within Airbnb (no responses after 60+ days). What is the name of the person you contacted that finally resolved your problem? I have emailed the heads of Customer Service, Operations, “Experiences” and have yet to get any type of response from the.

      The Customer Service people are toothless, follow scripts, are probably undertrained, and are like Lyft drivers – they log in when they need to work so there’s no ownership in their job, they do the absolute minimum, they don’t have relationships with their supervisors, and, although mostly cordial, they are mostly useless.

      Thank you for your help.

  42. I have been waiting for a payment from Airbnb for people that checked out more than 10 days ago. They keep investigating the matter and never come back. Is your company going bankrupt? Very unprofessional

  43. I booked a flat for my trip late January for July and i got the confirmation that there are 1 shower, 1bath and seperate toilets from the host before my booking in paris.
    A few days ago, i found out there is only 1 toilet without a sink!
    We are 5 members of family including a old senior and young child.
    I asked full refund to Air bnb but they are only taking host’s side and what the host meant “toilets” (plural) is a toilet! They are saying becasue French ppl says a toilet in plural.. what a messed up ppl.. who do they thinking they are .. or do they think i am a dumb?? It is only March and still 4 months away from the trip. I do not get any sense of trying to help from Air bnb.
    What a garbage. THE WORST EVER!!!!
    Is there anyway to reach higer level in Air bnb other than front agent or any advise????

  44. DO NOT BUY AIRBNB GIFT CARDS! I purchased and loaded a $600 Airbnb gift on my Airbnb account to pay for the balance due on my booking. I did not want it to be charged to my charge card. Now Airbnb says it can’t be used. They say it can only be used for a new booking! So I have a $600 credit they are not allowing me to use. I’ve didn’t hours and hours trying to get this resolved. They don’t respond and refuse to provide me the information showing that the gift card couldn’t be used when I loaded it onto my account. This seems like an illegal process. I’m sure they have millions of dollars sitting on people’s accounts that they will only be allowed to be used for a new reservation, and according to other complaints, even then it can’t be used for the second half of a payment! Scam!!! I hope a class action suit is filed soon! A business in California isn’t allowed to sell you a gift card and then not let you use it for their services or products. I’m not sure why Airbnb is getting away with this. Scam!

  45. Airbnb rebilled me $250 after working for weeks to get even a partial refund , working with my credit card company to do so. I easily got refunded from my credit card since Airbnb were useless and only could give me 57 back out of 500 , so I finally got half back from Chase (the credit card company used) and a few days later Airbnb had the audacity to REBILL me for that amount without my authority!! Fuck airbnb.

  46. The most horrible company ever meet before. Your account suddenly canceled. your future order all canceled without any clearly explanation. no any answer or reply from their email or phone call. you just lost your money due to your account is canceled.

  47. 2 stays with Airbnb and 2 scams. Nightmare stays. AIRBNB DONT CHECK THEIR LISTINGS. AND THEY NEVER GIVE BACK ANY MONEY. They tell liars and are very good at taking money on your credit card. Never go Airbnb!! I loose 4000 US$ with them. And my wife and kid got sick. All because Airbnb

  48. This company is a Fraud!!! They should do a background check on ALL Host. They need to Verify everything before posting on their site!
    My husband didn’t have a credit card to rent a room for a week so I payed it with my credit card, low and behold he went to check in with the address they gave him to find out it wasn’t a rental. We filed a complaint to get reimbursed and it’s been over a month and NOTHING yet??‍♀️ This Airbnb should be shut down!

  49. Thank you! I agree this is a class action law suit in the making, I also live nextdoor to an airbnb and they have pictures of my property as thier lakeview! Their property is 50′ of lakefront, mine is 150′ and my pier is in the middle of that, I dont wait to be a member you should be able to contact them and get help without have to put your information on thier public site.

  50. Can anyone help me? I try to register as a host and google chrome does not allow me to scroll the page to the next question. I tried using internet explorer. Sometimes it works, sometimes it gives error msgs when I try to save the page. I thought it was virus on my computer so I cleaned it with anti-virus software and reboot my computer. Still the same thing with both google chrome and internet explorer. Why does this happen?

  51. I just woke up to almost $400 worth of charges for an Air BnB that I did not order and have absolutely no knowledge of whatsoever ever. I don’t even know where/when the booking would be for. I contacted my credit card account and they shut it down and are sending a claims form. Then I went to the Air BnB website to report it. Low and behold there is no way to contact Air BnB without first signing up. I wanted to let them know fraud is being committed and to maybe get someone looking into the booking to stop it- but, alas there is no way to get in touch with this organization. It’s kind of scary. And then I found this site- and read the comment before me- and was totally blown away. Human trafficking – jesus. I feel fortunate to have only been stymied in trying to warn them of fraud.
    best wishes to both of the woman who went through that most horrifying experience.

  52. I booked a private room in a home with one other room and shared bathroom. Upon arrival the home smelled of cannabis (who am I to judge) and a girl locked in the bathroom crying and moaning. I could not get her attn so I contacted the host. 2 men, the host and homeowner arrived within minutes and things quickly spiraled. One minute they have some man on speaker phone explaining she is having a miscarriage. The host tells me She was sent there from Honduras to establish citizenship and someone would be flying in to pick her up in a couple days. She was very young. Perhaps between 16 and 19 and spoke very little English. She was quite ill, showing signs of some sort of shock or infection. Bleeding and vomiting. The host went into the bathroom with her and I explained to the homeowner that 911 should be contacted immediately to send an ambulance. The host came out while the young girl was on the floor naked from waist to her knees and vomiting more. The homeowner said to the host that they needed to call 911 or they could end up waking up to a dead body and the host responded with well then she’s dead. The host’s suggestion was to give her some of his narcotic pain meds rather than hospital treatment. I went into the bathroom to try and help her. She was extremely disoriented and kept saying 911 so I walked out and told them that it couldn’t wait, I was calling 911. They refused and then quickly went to her room and grabbed a coat, shoes and bag and each grabbing an arm dragged her outside to their car saying they would take care of it. I couldn’t get an answer as to what hospital they were taking her to or what her name was and I was in complete shock and terrified. I called 911 immediately after they left and spoke with the officers who arrived, at which time it was determined that it was not safe for me to remain at the residence. I was not able to secure different accommodations until almost midnight. I feel horribly guilty that I didn’t just call 911 instead of the host. I have no idea why I didn’t. I tried calling local hospitals to let them know what she looked like and her symptoms and that she appeared to be in a very involuntary and unsafe situation. I knew they couldn’t give me info, but perhaps they encountered her and could help her. I also contacted the human trafficking hotline as I truly feel she was being kept against her will. Her room looked like any teenagers room with no luggage and they spoke as if she had been there for awhile. I’ll never book through airbnb again. The money isn’t even an issue now. Her face will always haunt me because I’ll never know if she got help. Very traumatic and I carry a lot of guilt about what I should have done differently. I had never witnessed human trafficking personally, but my instinct as a mother tells me she was most likely a victim of it. Perhaps at least calling the above number will give them this information and maybe they can shut them down. This will weigh heavy on my heart for a very long time.

  53. On 6 January I made a booking on a holiday house at Cooee Bay in Queensland. A deposit was paid to AIRBNB and the booking was confirmed.
    On 8 January I received a puzzling email from AIRBNB claiming that I had recently been in contact with an account that had been removed.On checking the AIRBNB site I found that the house I had booked was no longer listed, although it was certainly there on 6 January. As far as I can see the deposit I paid went to AIRBNB in the UK, but despite a number of enquiries about the status of my booking and the whereabouts of my deposit I have received no response – very poor service!

  54. My nice has Just arrived in London to find out her reservation for 41 days to stay paid in October via the Brazilian site has been canceled and she was not even made aware of it. The contact in Brazil has told her (via email) because it is impossible to contact anyone directly that she has requested Airbnb to cancel the booking over a month ago- however, no proof of it has been sent to her. She kindly “offered’ alternative accommodation to stay in a mixed room?! Really??!!
    My niece is 21 years old and at the moment she is alone in London, no place to go and nobody to help, with luggage for 2 months staying and i am in the West Midlands.

    How on Earth can a company like Air BNB explain such disgraceful customer services???

  55. I used the in app feature of instant book. I pay for it fully. The next day the guy sends me a message telling me that no I was no longer confirmed and that the new special price was $430 more per night for my 7 night stay. When asking customer service about the policy on this I was given the complete runaround. Final result was they can’t do anything but refund my money and reprimand the host. I didn’t believe a word either person I spoke to said. They refused to give me the number of the person above them or any identification or verification of whom I was actually speaking with. Told me they were not allowed. When I explained that this was a very bad business model. He says I know. Chuckles and tries to explain that Airbnb is a work in progress and that he wasn’t worried about me climbing the chain of command to get some results. Then he hung up on me.

  56. My address was used as a fake airbnb address to scam people. If you come to central Washington (State), be careful booking on this site; the booking you make could be some family’s home, who have no idea about the listing for their address on airbnb.

  57. I arrived home from a trip to find that the guest in my house had had up to 5 extra people at different times staying in my house over his 37day booking- my first morning back there was a strange Italian man on my sofa and another man in the guests room with him who told me to fuck off when I asked him to leave.
    The house was a mess and his room left in a disgusting state.A Bluetooth speaker was stolen.He did not leave his key so I had to get the locks changed
    Airbnb have pushed me from pillar to post for nearly a month in trying to resolve this case and get compensation for the extra guests during this guests month long stay in my home.
    I have explained my story over 10times on the phone – I have been referred to 4 different agents in the Trust and safety dept who repeatedly ignore my issue and close the case when it is not resolved.I have sent Over 30 emails and they will not call me back.I have had the phone hung up on me on more than one occasion.
    Airbnb customer service is a joke!

  58. All of the people who have posted to this site seem to have very valid complaints and concerns; however they are all from the perspective of a host or a guest. Has anyone considered other homeowners who might have to deal with a neighbor renting their home on Airbnb?

    I own a condo that is in connected building with other condos. For anyone who might not know, this is typically referred to as a “connected condo.” It is essentially a refurbished hotel, and is, frankly, very nice, as is the overall community.

    Several years ago my next-door neighbor began renting his condo using Airbnb. He as done so without regard for the community by-laws, or the impact to other homeowners. In this community, any lease must be filed with the HOA. In addition, the minimum lease duration is thirty days. My neighbor’s property is routinely leased for less than a week, and nothing is ever filed with the HOA. The result of this is a bunch of a-holes who rent out the property to party and make a ton of noise without regard for other homeowners in the community. There was even a night when one of these “guests” came back from the bar so drunk that he tried to walk into my condo!

    I know what you’re thinking: The property manger needs to enforce the by-laws. What that boils down to is a lien placed against the homeowner’s condo. He can still rent the condo, at will, despite the lien. The only time it would come into play is if and when the condo is up for sale.

    So, what are my options? There is a neighbor complaint form available at the following URL: https://www.airbnb.com/neighbors. Notice, that the only way you can receive any kind of feedback after submitting a complaint, is TO BECOME A MEMEBER OF THIS STUPID NETWORK!

    Because it sounded so ridiculous on the website, I called the number provided above (1-855-424-7262). The representative on the phone confirmed the policy. When I asked to speak with a supervisor, I was told that there is no escalation path for complaints made by non-members. What the hell kind of cult is this!?

    If anyone reading this thread is an attorney with interest in a class action lawsuit against Airbnb, I’m your first client!

  59. I have booked for poovar island resort yesterday.
    Now on opening page of your site i do not see any login option.
    There was no mail or message from airbnb regarding my payment or booking.
    Only last message displyed was wait for confirmation which will be informed after 24 hours.
    So guys how to see updates of my booking.
    No option only.
    Seems like my money vanished in air via airbnb

  60. All of the phone numbers want a verified phone number. We have two fraudulent charges and we have no verified phone number and aren’t AirBNB customers. I cannot find a way to get help!

  61. I had booked my daughter and her friends into a b&b in Umhlanga. The was no name of the establishment except Herrwood, Umhlanga. There was a picture of the host who was a woman by the name of Shay. The rooms looked fantastic, clean and the pool etc looked neat. I booked a double room for 4 young adults Payment was made of R1380,00. Before the children arrived, I had messaged the b&b and asked if they had a printer to print a booking ticket and they said they had no business office or printer etc. There was a suggestion to download it on the phone.

    The young woman arrived only to have to wait outside the establishment and ring the doorbell for a while…no answer. My daughter phoned me to let me know that they could not get inside the property. I phoned the establishment…The girls were let in only to be confronted by a group of men. My daughter phoned me immediately once they had locked themselves in the room and spoke of being scared and very apprehensive. I phoned the host, Shay. Only to be told that she does not reside there and is overseas. I ask the manager if this establishment was safe and he became very aggressive, argumentative and told me to google the place…I asked him what the establishment was called and he told me. Jessicas b&b. He then proceeded to give the phone to the cleaner who had to handle my query of whether my girls were safe or not…
    Airb&b has refunded me R1,32c instead of R1,132-00,.I cannot get hold of them via email and am now at my wit’s end. I am really disappointed with Airbnb and am hoping that there will not be a greater danger to future young women who visit that establishment advertised on the Airbnb website.

    • This concerns a third party booking – you got no leg to stand on. How come you didn’t join your daughter to hold her hand:)?

  62. I hate Airbnb, they are the worst. I made a reservation on a property and I read the cancellation policy was to cancel within 48 hrs if you change your mind. I changed my mind within that 48 hour and cancelled the property on the app. I know what I saw on my screen, it said the booking was cancelled and that I would get the full amount refunded within 10 days. For some reason it did not register and the booking did not get canceled. Meanwhile I had already booked a second place and the cancellation period was passed for the second one as well. Now Airbnb won’t cancel the booking when CLEARLY I didn’t want the booking, why would I book two places for the same weekend in different cities? Airbnb told me to try and get the host to cooperate. I thought it would be no problem since my reservation was close to 2 months away. I just happen to get a host who is an a-hole and refused to refund me in full and wanted to take the full amount!!! Mind you, tit had only been 7 days since the booking!!! Absolutely ridiculous when I know what I did was correct and I know what I saw on the screen, that the booking was canceled. Now they have stolen the money from me just a week after booking for a reservation close to 2 months away. They are thieves. They won’t respond promptly, they do things you tell them not to. Absolute worst customer service!!!!!!! I hate this company and would never use them ever again.

  63. I am host with Airbnb.
    Two of my guest did not return key to me.
    I need to change the lock and I want to charge on security deposit.
    Airbnb customer service said it is OK not return key.
    I cannot charge to their security deposit.

  64. Clearly it is not only guests who are having issues with airbnb. I am a host and the following is a summary of my experience. It has still not been resolved and the repetitive avoidance of answering my questions have continued. I was given a negative review by someone who did not stay with me and airbnb seem to think that is ok,
    I have written to just about everyone I can find on advice platforms to no avail.
    Let me know what you think of any advice you can give. Ta!!

    Dear airbnb (name of employee withheld)

    This review does violate your review policy as … and I quote from your policy document ….

    ‘Reviews that do not represent the author’s personal experience or that of their travel companions’

    This guest did not stay at my home and therefore could not know whether my home was clean, whether my home accurately represented what was advertised, what I was like as a host or any of the other aspects you ask them to review. Because of this she could not possibly ‘represent her personal experience’ of staying at my home (as stated in your policy)

    In this situation the guest cancelled at 4pm … 1 hour before her arrival time.

    She asked for a refund and I stated that at such short notice I could not offer a refund. I had planned a lot of my day around her arrival time as well as 2 hours preparing her room/bathroom/sitting room etc. I suggested she contact Airbnb to discuss the 2nd night with them and that she may get some money back.

    As far as I know she did this however airbnb did not cancel the booking (which is why she was still able to leave a review) so I had no way to open my booking for the following evening (perhaps you can explain why?).

    In fact airbnb did not get back in touch with me at all which surprised me. After a few days I had to contact them to ask why I had not received my payment.

    I did eventually get the payment and hoped that was the end of it.

    I deliberately did not leave a review for my guests as they had not actually stayed with me and I did not want to leave a review that did not accurately represent my personal experience. I had hoped to let other hosts know that the guest had cancelled at short notice but I was not able to do this without reviewing her as a guest in terms of cleanliness, sticking to house rules etc. So in fact I followed the Arbnb policy to the letter. My guest did not yet somehow it is ok with you that she has given me an inaccurate review, the first and only bad review I have had since starting with Airbnb, when she did not even stay here.

    Where is the fairness in this?

    She was clearly annoyed that she did not get a refund and thought it was OK to take it out on me.

    If you care to look at the communication between us you will see that I was in fact helpful. It is not my fault she did not get her money back and yet she feels it is.

    As I had no communication with airbnb about the cancellation they did not even get in touch to ask what I felt about a refund or to find out my side of the story.

    I am actually really disappointed with airbnb about this whole saga and would like this to be put forwards as a formal complaint. Or advised how I should do this.

    This may have already been done as I had been told that it was being escalated (or words to that effect) and that you would no longer be involved in the case. I would appreciate if you could check this first.

    I would also like airbnb to advise me what I could have done differently in order to get an accurate review as it seems I have followed all the guidelines and standards and yet I have no control at all over what is said.

    In your situation I would be more inclined to warn future hosts of this guests behaviour rather than allowing her to judge one of your very hard working super hosts in this manner and, who knows, may well do the same to others in the future.
    This is not acceptable.

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