Reservation Cancelled for No Reasonable Reason

I made an Airbnb reservation at certain price for five days. The same day I made the reservation I contacted the host with some doubts and she asked me for an increase per night on my reservation and an increase of days; if I didn’t agree, she asked me to cancel my reservation. I didn’t cancel, so she did.

It’s been disappointing that I can’t complain on a review for this specific host because the booking is cancelled. The cancellation policy for hosts is ridiculous; it’s so significant that they can cancel whenever they want, assuming no consequences. On the other hand, customer service does nothing. They even responded offering a discount on another reservation (which I don’t have). They don’t know even what they’re taking about.

I hope that Airbnb’s headquarters cares about its clients (as customers service clearly doesn’t) and I get at least the simple request I’m making: to be able to write a review on the person who did this to me, as I actually had an experience with the host, even if the reservation got cancelled. I have all the WhatsApp conversations with her asking me to pay more and increase the dates.

Take care of your clients. I’m now afraid of using Airbnb as hosts can cancel on me whenever they want. I hope I finally find someone who can actually hear me.

Calendar Blocked, No Idea When Airbnb Will Contact Me

After a decade with Airbnb, they suddenly blocked the calendars on all my listings with no explanation. I found out when I was checking my Airbnb calendar (because I have been very busy) and realized that all the dates were blocked.

I have called several times a day for six days now and gotten no explanation as to why this has happened or when it will be resolved. Every time I call I get customer service who says “I am so sorry, we understand but I can’t help you. I will escalate this.”

No matter how hard I push I can’t get through the firewall in place which adheres strictly to the Airbnb “policy”. There is a team (but no one can tell me what team) that supposedly is looking into this issue (which will not be identified). So just like that, Airbnb is preventing me from getting any bookings.

I have contacted Fair Shake because it is wrong for a big company to treat me like this. I also emailed Brian Chesky, but who knows when he will respond. I spent the day posting this on various websites so others are aware of how terrible customer service is with Airbnb. There is literally no one who can answer legitimate questions.

I am looking for alternatives. I started with VRBO. Where else can I post my listings?

Host Violates Texas Property Code, Airbnb Doesn’t Care

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On Oct. 4th we moved into an Airbnb for a four-month stay for a military temporary duty travel. We noticed that the back door had water damage to the frame and the property did not have a strike plate for the locking deadbolt. The host was notified of this issue and said they would fix it.

The host told me two days later to reduce the length of my stay to end on Dec. 4, and then from there I could pay them directly to stay for the rest of my time. On Oct. 24, the problem was still not fixed. There was no action at all by the host.

I contacted Airbnb for assistance. Airbnb said the host would send a handyman to fix the issue. The handyman came and replaced the doorknob and deadbolt, but did not install a strike plate due to the water damage and rot to the frame. He said the frame and door needed to be replaced and he would come back later to do it. He later said it would take another week to fix the issue.

Airbnb closed the case on Oct. 31. By Nov. 12 the issue had still not been fixed. I opened a new case with Airbnb, requesting to end my stay early since I found a new place to stay. Airbnb closed the case on Nov. 19 without resolution, so I opened a new case.

During my call with Airbnb, they told me my case was an “urgent priority” and someone would contact me. The support ticket chat tikd me that they couldn’t get a response from the host, so they could not do anything. They said: “Well, it seems that you can lock the door and the door opens and closes. I wish you a great rest of your day. Kind regards.”

I told them to elevate the case to someone above them. They did and said “He’ll be in contact within 24 to 48 hours.” 48 hours later, and there was still no contact. I called Airbnb again, and was told by the “catch and dispatch” person that answered that they would elevate my ticket to urgent and the case manager would contact me shortly. I demanded they let me talk to someone above them, and they forwarded me to a case manager.

The case manager, who had a thick accent, said that they could not do anything for me since the ticket has been elevated. They said that the supervisor should get back to me within 72 hours of the elevation and might call me in a few hours. I said I would call back tomorrow if I did not hear anything.

Texas Property Code, chapter 92, sections 92.154 and 92.164 state that all rentals must have a locking deadbolt with a strike plate. If the issue is not repaired within 7 days, the tenant can unilaterally nullify any agreement, leave the property, and be refunded a prorated amount for payments made. Airbnb and the host do not seem to care at all about this.

What are my options? A chargeback on the credit card?

Airbnb Returns Payment 17 Days After Stay

Airbnb support wrote to me:

Good morning and thank you so much for patiently waiting regarding on this matter for that payout adjustment. I regret to inform you that it was certainly a reservation that is illegitimate and did not pass the verification process and for security purposes the guest was not able to contact you about it. Please understand that this was all about your safety too regarding on your property and because of that adjustment has been made and that payment was returned to that guest. We apologize for the inconvenience, I know that it makes you feel unfair on your part since it was a past reservation but there were also information on that case that were too sensitive and cannot be disclosed as well but in general it was about your security and safety too. I hope you would understand and thank you so much for that.

My response:

Nonsense, Airbnb permitted that guest to make that reservation; that means he was properly vetted by you. Neither the guest nor Airbnb contacted us whatsoever with so much as a cancellation or otherwise (refund of the guest’s money 17 days after the last day of rental) and for no specific reason Airbnb refunded his money, unannounced nor approved by us. Nor did Airbnb properly notify us. For these reasons both parties failed and refused to abide by our cancellation policy, failed and neglected to follow the terms and conditions and are failing and refusing to provide adequate reasoning behind the return of the guest’s money.

This is wrong and Airbnb should pay this guest’s stay for mistakenly returning the guest’s money long after the stay ended. After all, we could have re-rented our property, but, as a result of Airbnb and the guest’s actions we were not notified and nor did Airbnb clear the calendar for the days the guest did not show up. I am not satisfied with the resolution to this matter. Please contact me. Furthermore, Airbnb stole $189.15 that did not belong to them. That was the cancelled guest’s money and Airbnb took it without authorization.

Airbnb Support:

Thank you for taking the time to share your perspective and again we sincerely apologize for the inconvenience. After gathering and carefully reviewing all related documentation, we decided to close out this case, and we are not able to provide that payout back to you since it was just refunded back to the guest, and we did not keep that. Since we have provided all related information and explanation about this case, we will be closing out this ticket for the time being. We consider this decision final. Thank you very much.

Airbnb Hell in Japan After Cancellation

I had the worst experience in my life with Airbnb in Japan. I’m a permanent resident in Japan and had to book a place for a short stay while I’m waiting to go back home. The host who handled my stay treated the situation as if it was nothing. The place was dirty with cockroaches everywhere, plus bedbugs.

I tried to contact him by phone several times and he didn’t answer the calls at all. I don’t know what his issue was with residents: he didn’t answer the calls, he just didn’t want to chat. I decided to report directly to Airbnb support, which tried to get a refund to minimize the damage from the situation.

On Oct. 3, after Airbnb tried to reach the host for a whole day, the host cancelled my stay at 10:00 PM and asked me to leave the place by 10:00 AM the next day just like that, without any previous notice. I had to spent money on transportation, hotels, and handle the moving out by myself with more than 300 kg of suitcases and stuff.

I confess that Airbnb did a good job but I don’t see any protection for the guests in these cases. How come hosts can do this with such short notice? Especially in Japan, where everything is so proper and you have to give notice for everything. I’m very disappointed with the service, the place, the host, and specially his attitude.

I don’t recommend foreigners stay at Airbnb properties in Japan. You won’t have any rights. It’s much better pay for a hotel where you won’t have troubles like this. I will go determine my rights with my lawyer, because this is not the right attitude. I felt offended and disrespected.

There’s No One Home at Airbnb Support

I just spent a splendid two weeks trying to get through to Airbnb support. I have received robot messages from several mythological support people. Some are insulting, some claim to be supportive and not do anything, and none seem to read the messages I sent. Yesterday they added another fun category of pretending to call me back and claiming there was no answer.

I think even a robot could see that the messages were being sent from my phone that was in my hands. I have blocked all my time with Airbnb and plan on finding a company with actual people in it to take my money for use of the website. They charge nearly as much is a reputable rental agency and give nothing in return.

Higher Rates on Airbnb Than Other Sites

Airbnb isn’t the first company in this industry to believe they can treat owners with arrogance. Most readers know who I’m referring to and that company has had an amazing attitude adjustment after seeing both owners and guests flee from their site.

Booking agents are totally irrelevant without owners, who take most of the risks in this industry. But since most owners are small operators and booking agents tend to be huge companies run by overpaid CEOs, they start believing they can enforce outrageous policies and treat customer service as a cost they want to get rid of.

Ever try to call Airbnb? Good luck. Question one of their policies? You get a ChatBot responding to you.

We own many properties and knowing full well how badly they need us, our response to their arrogance is simple: you can rent any of our properties anywhere else, for less. We list on several sites, and Airbnb is useful to us — some guests only look there and they book from the site. Others shop around and we get a hit for the same property on several sites. I’ve yet to see one choose to pay more just for the privilege of booking on their site.

I doubt anyone at Airbnb cares at the moment. After all, they are so much bigger than us. But I’ve seen this before, from their once-arrogant competition. Sales will falter, the C-Club will demand answers (only when they don’t get that fat bonus, forget the obligations to the actual owners of the stock) and people will be sent out to kiss ass and “try to understand how they can be a better partner.” Then we will set terms for them to get equal billing, just as will did with those other guys.

Ultimately, they will listen… money is common language. So from one CEO to another: a storm is coming your way. Enjoy the sunshine while you can.

Three Weeks: No Advice, No Refund, No Help

To start, I want to say how helpful I found this page to be. After trying to get advice and assistance from Airbnb for three weeks, I got nothing. I found the email address for the head of housekeeping at Airbnb on Airbnb Hell and within four hours had a phone call from an Airbnb representative.

I am a host of a cottage and unfortunately we discovered the boiler had packed it in within two days of my first guest’s arrival — the first since March. I contacted Airbnb to let them know there was a problem and despite offering the guests alternative dates for their holiday, an alternative shower or to just remain while the plumber replaced the boiler, they chose to go home. I offered them a full refund for the inconvenience and I thought that would be that .

Over the course of the next three weeks I phoned Airbnb six times and must’ve written to them about ten times, all to no avail. All during lockdown, all reservations were cancelled and given a full refund by Airbnb but despite my requesting them to refund these guests, they did not. One employee wrote back saying it was my fault the boiler broke down because I hadn’t maintained it well.

30 days after the guests left, I found this site and the email address for someone at the head office, wrote to them, and within four hours had a phone call from Airbnb. The guests have now been reimbursed their service charge from Airbnb, and though I am significantly out of pocket, the end result is good. All in all really frustrating though.

Cancelled in July, Still no Refund in August

I made two Airbnb reservations for this summer in December 2019. I cancelled them both on July 6. There was no question at that time of whether I was allowed a refund or not — both hosts agreed to give me a full refund. I got the full refund for one of the cancellations on July 10. I got billed a “cancelation fee” for the other reservation on July 10, but I haven’t gotten any money.

I called July 6 to ensure that this would work out since I had changed my credit card, and the customer service person assured me there was no problem. And indeed, I got the other refund without a problem. They said to wait 7-10 days.

I called again on August 17 and talked to a customer service person who said it looked like there was a problem and “an expert would contact me.” But here it is August 24 and no expert. Today I tried calling, and got a phone tree that explained: if the reservation was made before March 15, no refund is allowed. If the reservation was made after March 15, no refund is allowed.

If this is not about a cancellation 72 hours from now or less, nobody can talk to a person, just leave a message and an expert will contact you. Based what I am seeing from other people, I think my mistake was not insisting that I talk to a manager last week when I had a live person on the phone. This is pretty terrible.