No Response After Long-Term Guest Cancelled

My guest cancelled her one-year reservation on Feb. 26 after staying just one month, sent an email, and was gone the next day. I’ve contacted Airbnb and they promised to contact my guest.

Since then I haven’t received any messages from Airbnb. I did call twice myself (since I live abroad, it’s an expensive phone call) and got the same message: “We will contact the team involved and they will be back with you asap.”

I also wrote three emails asking about any kind of update. So far I haven’t received anything. I put my apartment on hold at Airbnb, and told them in an email that I would have a look at Booking.com. Now thanks to the coronavirus madness everything is on hold anyway, but boy I am disappointed about the attitude of Airbnb.

Disappointed with Airbnb During COVID-19 Response

I’m very disappointed with Airbnb. As a result of the coronavirus, I was forced to cancel my reservation as everyone is in lockdown. To cancel my reservation using the coronavirus selection for canceling, two choices were provided to me: to have half of the money I already paid for the reservations credited to my credit card; or take a credit for Airbnb with tons of rules to use the Airbnb property another time.

This is unacceptable as they suffer no hardship for the current environment — only the host and guests pay the price. At worse, they should have at least provided me with half of the money back to my credit card and credit for the other half for the next stay using Airbnb.

It is impossible to speak with customer service and their online materials are so confusing and in no way help you to understand the enormous amount of rules and inflexibility. They barely had my business, but no more.

COVID-19 Cancellations due to Government Directive

I booked accommodation for my family travelling to the UK from a few countries. Due to COVID-19 they are all not allowed to travel to the UK (government directive).

I have sent multiple message to Airbnb support through the website around cancelling my booking as the host will not cancel and said I needed to contact Airbnb. It has now been five or six days since I did this but there has been no response yet.

My final payment is due at the beginning of April which means I will be out of pocket for a substantial amount of money. The Airbnb website advice has also not been updated since March 19th. A lot has changed since then but there has been no change to their policies.

Coronavirus Causes Hours of Customer Service Wait Time

My host will not cancel and told me to go through Airbnb. Their chat is a bot and not a human, so that got me nowhere. I am on hold, but they said “we are experiencing higher than usual call volumes, expect to wait hours” and then started on hold.

Hours? I have never heard that before. I can’t believe they don’t have a away to easily cancel online with this coronavirus stuff. We have a family member with a respiratory illness whose doctor has said not to travel. We need to cancel and can according to their policy, but I need to be able to do it.

I will never book through Airbnb again. I have never had such a problem and it is so stressful.

Another Airbnb Last Minute Host Cancellation

This was first, and will be my last, Airbnb booking. I planned a three-week trip to El Dorado, to visit family and friends. In November I put the trip together and chose Airbnb to rent an apartment for the extended stay rather than a hotel. The booking was just around the house where I grew up and was well reviewed.

Fifteen days before traveling, three months after I made the reservation, I received a notice of cancellation, with no explanation. The Superhost responded when I contacted her:

I am so sorry for the canceling. I have someone in the apartment till the end of March. You booked in November and I thought I had all of March blocked off. I just saw the reservation on the March calendar.

I asked how this happened.

I do apologize. I have never in three years had to cancel a reservation. In December I had a guest reserve the room from Jan. 3 to Mar. 28. When I was blocking those days off on the web site, I just enter on the top page to block all days from Jan. 3 to Mar. 28. Airbnb has change up the website. I did not see that you had your reservation in the middle of the other guest stay.

I wrote:

I made a reservation in November and you take a conflicting reservation in December. Then rather than advising the December reservation you made a mistake and have to honor a previous reservation from March 7th to March 28th made prior to their reservation, you chose to cancel mine? I don’t think that is honest or right.

I did not hear from her again. A complaint to Airbnb got a response saying they were sorry. Great. I made an unacceptable and more expensive hotel reservation and paid the flight change fee to shorten my trip.

While she claims this was an honest calendar mistake, I received confirmation and paid the 50% deposit. I would guess this is the kind of cancellation discussed on Airbnb Hell. Though I made the reservation first, for three weeks in March, she had the opportunity to take a much more lucrative three-month reservation.

Even if it was an honest mistake (very doubtful), I would expect her to explain the mistake to the three-month reservation, tell them they have to vacate for my reservation, which predates theirs. I travel several weeks a year within and outside the United States. I have used other rental services without issue.

I will never consider Airbnb again. I have deactivated my account. How can this be permitted? As with the other horror stories, all the investment and planning for the trip and my family is ripped apart.

The other part that angers me is that an automatic review, not from me, was placed for the listing with the notification of the cancellation. As the reservation was canceled, the website does not allow me to review my experience with the host and the property. Nice for Airbnb. Never again.

Airbnb Guest Pays Double to Avoid Collections

I have been using Airbnb for a while now and I rely on them for work. For three days I had been trying to book my next week’s stay. I got a message saying that I couldn’t and needed to call customer service.

A couple months ago, a payment method evidently didn’t go through so now Airbnb has me blocked from making reservations. I told them that I paid the host because the payment didn’t go through back then after trying and trying to make it work.

After three days of arguing with them I said the hell with it and paid Airbnb another $271.31 to get my account out of collections. My big problem is that no one can tell me when the problem will be fixed. They even have the balls to tell me that they have no way of contacting their own collections department.

Another question that they couldn’t or wouldn’t answer: if I owed them money, why hasn’t anyone called or emailed me? Basically I’m living in Airbnb’s and unable to make reservations, which means that I will be homeless in a couple days. They didn’t care about hearing this.

I’m 54 years old and this is my very worst experience with a customer-based service. I always thought McDonald’s was the worst.

Screwed by Poor Airbnb Host Cancellation Policies

I have been a loyal Airbnb customer now for almost ten years, staying at places both in the U.S. and internationally. I have received nothing but positive reviews from hosts I’ve stayed with, and I have never canceled a stay.

Over these last 9+ years, hosts have either cancelled or ghosted me after confirming my reservation at least three times. I don’t mean cancelling my reservation within a reasonable amount of time before my trip starts. I’m talking about less than 30 days, and in some cases, less than two weeks for trips that I had booked months in advance.

I know folks have had it worse, but the fact that Airbnb continues to let this happen is garbage. All they can offer is a voucher worth 10% of the booking costs. What is the host penalty? Anywhere from $50-$100. That’s it – it’s often a fraction of what guests have paid, many times upfront.

Well, I’ve reached the final straw with Airbnb. I’m turning 40 this year, and as you might imagine with such a major occasion, I began planning festivities well in advance. I typically go to Palm Springs with family around my birthday every year (in mid-March) anyway, but for this milestone birthday, I thought I’d open up the trip to friends.

I polled people I wanted to come to gauge budget and availability, and in November 2019, I booked an affordable place for eight people. While many 5+ bedroom options in Palm Springs exist on Airbnb, the ones that cost less than $800/night are few and far between. Especially in March, which is the beginning of peak season in Palm Springs because of major tennis tournaments, auto shows, music festivals, etc.

Again, being a regular visitor to the area and knowing about these regular events, I always book as early as possible to have the best choice of affordable options. My trip was booked for March 13-18, 2020.

On February 17 – less than 30 days before the start of my trip – I received an email that the host had canceled my reservation. No reason was provided in the auto-generated email, but when I called customer service and asked, I was told that the owner was planning to sell the property.

I obviously don’t know this person’s circumstances, but I don’t think selling one’s home (unless connected with a death) is necessarily an extenuating enough circumstance for such a short-notice cancellation. I spent nearly $3500 on this rental and booked it months ago. It was in a location chosen specifically because it was near where other family were going to be staying.

Of course, when I quickly searched Airbnb after getting the cancellation notice, the cheapest comparable option available was $4691, a difference of over $1300. I was told Airbnb’s policy was to offer a credit of 10% of the original booking cost.

If you’re not a math person, let me explain the problem here: 300-some dollars will not cover a $1300 cost difference. Not only did I express my extreme frustration, but I emphasized that since I booked this place back in November, nonrefundable flights had been purchased, time off from jobs requested, etc.

A host cancellation didn’t just mean my group was out of a place to stay; there was a domino effect of other potential cost implications. After berating customer service about this BS policy, I was approved for a $670 credit. This would have been a fine solution, because since the new property was a bit larger, the cost per person would effectively be the same as the original booking.

There seemed to be some confusing information about the place I was hoping to book, so I immediately contacted that host to get some questions answered. One of which was why I wasn’t able to split the payment as I did with the previous booking and on other listings I had seen. I was not prepared to make a single $4500+ payment, especially given the fact that I was automatically issued a refund, and with Monday being a holiday, it would be several days until those funds would be available.

I was told by the host to contact Airbnb, and when I did, not only did they take forever to respond, they told me I would see the option to do two payments on the final “Request to Book” screen. I think you can guess what happens next. There’s no option to split the payment. I’m still being told I’ll be paying $4691 right now.

I messaged Airbnb again to tell them that – quelle surprise – I have no option to split the payment. You guessed it again – during the time this all transpired, the place I was trying to book was snatched away and showed up as no longer available.

Not only has Airbnb wasted hours of my time, they’ve now cost me more money. Given the ticking clock and the big group I needed to accommodate, I was forced to book the next least expensive property I could find at $4849. Again, if you’re not a math person, we’re now at almost $1500 over the cost of the original booking with only a $670 credit.

To say that I am livid, pissed, irate, beside myself with anger is an understatement. I’m officially done being screwed by Airbnb. I had not intended to spend the few weeks before my big celebration being stressed out dealing with this nonsense, nor had I intended to shell out more money for an already expensive trip which had already been budgeted for.

The absurdly minimal recourse guests have against hosts is unconscionable. Hosts – particularly in big or popular tourist markets – are making hand over fist dollars for these rentals and when they screw up, the guests pay. What started out as being a genius idea has, like most, gone to s%*t because no one seems to care about quality or the consumer. That’s not accountability – that’s greed.

Robbed as an Airbnb Host, No Payment Coming

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I have been hosting on Airbnb for quite some time now and I had a reservation for January 22nd-26th. My transactions say that I was supposed to receive a payout of 1600 USD on the 23rd. It is now February 8th and I still have no idea when or if I am going to receive my payment. I have had at least a dozen incompetent case managers that have different stories on why I did not receive my payment and how they are going to help me. No one knows how long it takes for them to process my payment because it is a “technical” issue and that is a department only they have access to.

What should I do… call a lawyer?