Comments on: Steal our Money, Cancel our Reservation, Then Ignore us

By: Laurna J Munro

Laurna J Munro — Wed, 03 Jul 2019 01:37:34 +0000

Ugh similar story here. We paid the deposit, then had fraudulent activity on the credit card used, so the next payment failed. I got an email to update payment detail. I did. The airbnb system would not allow me to delete the card, so I changed the default card, but they charged the old card again for the second attempt (which obviously failed) so I updated the detai for the last attempt assuming I made a mistake… They cancelled the booking, and I got no money for the deposit even though I followed their instructions for updating payment details and they didn’t let me remove the card that the kept trying to transact on. Now I need to cancel my future dated bookings as its the only way I can see to stop the same cycle. Customer service were focused on the T&C basically saying its my responsibility to provide correct payment details…

By: jj

jj — Tue, 25 Jun 2019 01:45:16 +0000

1. You have a nine month baby and you are going to travel over 30 hours? Are you insane? If you can’t afford a decent flight, don’t go.

2. You need to contact a lawyer and sue AirBnB.

By: Greg

Greg — Sun, 09 Jun 2019 15:58:33 +0000

Thats terrible. Will (hopefully) never use airbnb.

By: Anne

Anne — Sun, 09 Jun 2019 15:43:43 +0000

I’m so sorry this happened. I hope you were able to find suitable accommodations. A tip for communicating with Airbnb because calling customer service is frustrating, I hear Airbnb seems to respond better to Facebook & Twitter requests for assistance.

By: Anne

Anne — Sun, 09 Jun 2019 15:37:56 +0000

In reply to BFP.

Airbnb’s process for handling payment from guests can be complicated:

1. Rental payment (1)-Payment in full MAY be made at time of booking. If there is a problem, the guest has 24 hours to input a working credit card or the reservation automatically cancels.

2. Rental payment (2)-Depending upon the total price of the rental & how far in advance the rental is made, the guest may be given the option to split the payment into two payments. If the second payment does not clear/process, the guest is notified. They have 24 hours to input a working credit card or the reservation will cancel.

3. Security deposit(1)-Airbnb MAY place a funds hold on a credit card when the guest prior to guest check-in. If the funds hold will not process, Airbnb will notify the guest. The guest has 24 hours to input a working credit card or the reservation will cancel.

4. Security deposit (2)-if the host finds damage, the host has 48 hours after guest check out to submit a claim for the damage repair to be reimbursed via guest security deposit or the Airbnb host guarantee.

5. Payment to host-Occurs only after the guest has been happily in the rental for 24 hours.

6. Airbnb states that it may take 30 days for a cancellation refund to process back to a credit card.

7. Flexible or Moderate cancellation policy – The guest should receive a refund of rental & taxes (not the Airbnb fee) for any cancellations made more than 5 days before check-in.

8. Strict cancellation policy – I think any cancellation made less than 48 hours after booking will result in NO refund. The host should receive payment for the collected rental 24 hours after the planned check-in.

By: Alec

Alec — Thu, 06 Jun 2019 02:32:41 +0000

Sounds like you got scammed and Airbnb enabled it. I’d file a lawsuit

By: tonno

tonno — Thu, 06 Jun 2019 00:22:10 +0000

Hallo there,
Your storey is terrible.If you are coming to Bali either call me on +62361731006 or +62818551107 and we will try to assist you with helping you find suitable accommodation and relieve the stress this organisation is starting to create…..kind regards..Tonno

By: BFP

BFP — Wed, 05 Jun 2019 22:16:37 +0000

Isn’t the money taken from your credit card the day you book?