Confirmed Booking Glitch Cancelled by Airbnb

I had paid for and confirmed a booking through Airbnb, which was cancelled due to a glitch in their system. On the night before my flight and less than 24 hours before my scheduled check in, I logged back into Airbnb to get my check-in information and the booking was gone. It took over an hour to finally get a person on the phone from Airbnb, and then another hour on and off hold.

All they could tell me was that I had a booking and now I didn’t. The host hadn’t canceled; it was simply an error in the Airbnb programming. Then it was less than 24 hours and I couldn’t book with the same host because he had a 48-hour notice rule. Airbnb issued the refund, but when I asked them to help with a new booking, the guy outright laughed at me.

I could not believe how awful the customer service was. This company simply doesn’t care about people, guests or hosts. They are completely profit driven. They pretend to be a brand that cares, but their actions speak louder. I ended up booking a last minute hotel for the same price.

Airbnb Refuses to Admit System Booked Twice

Has anyone else been double booked by Airbnb? I booked a property in Austin after researching various properties. According to Airbnb, eight minutes later, I booked one of the other properties that I had looked at. I received no notice of the booking and only saw it on my credit card statement after 48 hours. The host and Airbnb are only willing to refund half my payment for the extra property. The Airbnb representative was very insulting and insisted that I would have had to have gone to the second property’s page and clicked on the “Book” button. This didn’t happen. When I asked why would I have done that when I was already finished he said, “Well, I can’t speak to the psychology of why you would do that.”

Reservation Cancellation Costs Airbnb Guests $800

I made a reservation with Airbnb for a two-bedroom unit in St. Pete Beach, Florida, for February 13th through the 19th. Initially, there was some confusion as the host indicated that the unit had already been rented. Resolution services at Airbnb contacted the host and then indicated to me that everything was good to go. This all happened around December 20th, 2019.

Yesterday, January 29th, I received an email form the host saying that the two-bedroom unit wasn’t available; would I take a room with two queen beds instead? This came out of nowhere. The reason I didn’t accept this offer is because I reserved a two-bedroom unit and because one of those bedrooms would be for a six-year-old who is hyperactive. Obviously anyone can understand why I wanted two bedrooms.

Anyway, I contacted Airbnb about this email from the host and after being on hold for half an hour, was told that a resolution specialist was not available right then and someone would call me back ASAP. Two hours later, no phone call. As you can imagine, my frustration was building; my trip was two weeks out and all of this was going on.

I called Airbnb again, and after speaking with someone in customer service, who obviously needed a lot more training, was finally able to speak with someone in resolution services. She indicated that she would contact the host and find out what was going on. I received a message from her later that the host wasn’t available and that she was leaving the office.

I called Airbnb again and once again spoke with someone in resolution services, who kept assuring me not to worry about it and that she would contact the host and get back to me. Again, I got a message that she was leaving the office for the day and hadn’t been able to reach the host. In the meantime, I got a email from the host saying I had ten minutes to decide if I wanted the room with two beds or she would cancel.

Just as I was calling again, I got an email from Airbnb saying the reservation had been cancelled and that my money would be refunded within 5 to 15 days. I did speak with someone in resolution services who did confirm that the reservation had been cancelled, but couldn’t or wouldn’t tell me why.

So here I am, two weeks before my vacation with granddaughter and great-grandson, who are flying in from Connecticut, while I am flying in from Wisconsin, and now we have no place to stay. The person with resolution services did send me several listing they had in the area, all quite a bit more that I was originally planing on spending.

I got on the phone and started calling resorts directly, Not surprisingly, everything was booked, and I mean every place I called. Finally, I found one place where we could get two rooms, which was not ideal but better than nothing.

The bottom line is that it’s going to cost me $800 more for the six days than I was going to pay through Airbnb. Refunding my money is one thing, but are they willing to pay me the extra $800 as well? I think not. I’m never going to use Airbnb again, and certainly won’t recommend them to anyone else.

No Payouts for Airbnb Owner for Two Months

One of my owners has been waiting since December 2019 for his payouts. I have contacted Airbnb numerous times, sent emails, rang local Airbnb offices, sent messages through Facebook… all to no avail. Initially they said the issue was there was not enough information on this particular listing, so whilst they were on the phone I did it again, submitted it and waited. Nothing. Rang again. Redid the information again. Re-submitted it. Nothing. Rang again.

I have done this on repeat half a dozen times now, and made more phone calls. Not one person at this organization has done anything. They have very basic skills that are limited to basic knowledge. I have emailed Chesky, I have called the head office and waited on hold forever. I am at my wit’s end now. This poor owner has thousands waiting to be released but these idiots cannot work out the issue.

Never Received Payment from Airbnb

I am hearing many other hosts have experienced this issue. I had guests stay at my Airbnb in mid-December, 2019. Their total was $500.52, which guests paid on time per policy. I should have been paid around the same time, but sadly it is now six weeks later and I still have not been paid.

I have spoken with customer service at least eight times in the past month. It’s always the same response: there’s a technical glitch around the time of booking that is preventing payment; IT is looking into it; a case manager has been assigned; will hopefully have that resolved for you soon.

I’ve tried to escalate, but they tell me there’s no one to escalate to. I’ve begged, pleaded, threatened to take legal action… nothing helps. I can only pray that some lawyer sees this and starts lining up hosts for a class action lawsuit. In the meantime I’m getting ready to dial customer service for the ninth time to hear the exact same BS they told me eight times previous.

Unauthorized Charge; I Don’t Use Airbnb

I had a $1258 charge show up on my debt card for Airbnb. I don’t have an account with them nor has this card ever been used for an Airbnb purchase. I contacted Airbnb support and got this response:

Thank you for your patience as we looked into your question about a suspected, unauthorized charge on your credit card. We understand your concerns, but please rest assured that a full and thorough investigation has been carried out on the disputed charge.

As outlined in the previous message by my colleague, a refund cannot be issued in cases in which we believe a friend or family member who has access to your payment method has used it unintentionally. Unfortunately, we’re unable to release any information regarding the reservation or the user accounts involved without a formal request, such as a subpoena, from a government agency or law enforcement. If a government agency or law enforcement contact us regarding this issue, Airbnb will fully cooperate with their requests.

We again recommend getting in touch with anyone you may have given your credit card details to in the past. Additionally, we would suggest contacting any friends or relatives who have an Airbnb account that you have traveled with on Airbnb previously—if you added your payment credentials on another account and decided to save these credentials for future use, this could be what caused the unexpected charge. Best, Conn.

Fitting the message was signed “Conn”. I’m livid and will not stop until this is corrected.

Complain to Airbnb about Your Privacy

I wanted to share that I emailed Aisling Hassell using her email (aisling.hassell@airbnb.com) to complain about Airbnb’s new policy of requiring guests to upload a photo of their government ID. I got a response from response@airbnb.com:

Hi [Name], a wonderful day to you! This is a community education specialist and I would be glad to assist you today. I understand that this situation is difficult, but let’s try to find a solution. I’ll make sure to exhaust all resources I have to resolve your concern.

The identification info you provide to Airbnb is governed by our Privacy Policy and transmitted using secure encryption, the same process that websites use to transmit credit card numbers. When we receive information from your driver’s license, passport, or national identity card, we store the number in an encrypted form, so you should only have to confirm your identity once.

Only authorized Airbnb employees are allowed access to your original documentation for troubleshooting or internal purposes. Our third-party databases store information according to our written instructions. If allowed under the laws of the jurisdiction where you reside, you may request that Airbnb not process your personal information for certain specific purposes (including profiling) where such processing is based on legitimate interest.

If you object to such processing, Airbnb will no longer process your personal information for these purposes unless we can demonstrate compelling legitimate grounds for such processing, or such processing is required for the establishment, exercise, or defense of legal claims. You may exercise your rights to object just tell us.

Other Airbnb users who are concerned about their privacy could try emailing Aisling or just response@airbnb.com and then requesting to exercise their right to object to data collection. The Airbnb privacy policy also directs users to opt-out@airbnb.com.

Don’t Buy or Rely on Airbnb Gift Cards

I planned my honeymoon six months in advance and decided on staying in an Airbnb. I booked the house and selected the pay later option. Basically Airbnb allows you to pay some upfront and then the rest later in installments.

A week went buy and there was a deal on Airbnb gift cards. I purchased hundreds of dollars to use on my second installment/payment. Airbnb said that they were having trouble letting me use the gift cards on the payment. They sent me to a specialist who told me they would get back to me in less than 24 hours.

Three days went by with no response. I contacted them again and was told they would contact me in 24 hrs. Two days went by with no response. I contacted them a third time and they told me that their policies didn’t allow Airbnb credit (through the gift card) to be used on a payment. I asked for my money back and they said they couldn’t refund my gift cards either. So now I’m out $600. I’m thinking about leaving a Federal Trade Commission complaint because they are literally not letting me use money or get my money back.

Conspiracy Theory: People Manipulating Airbnb

Somebody manipulated Airbnb. I had two reservations all set up, one in which the host gave me a fake address; the people coming out of the flat didn’t know the guy, and his name wasn’t on the buzzer. After calling for 15 minutes, I left since somebody had painted something offensive near the entrance indicating something was wrong. The guy then called me screaming at me, demanding to know where I was after he refused to answer. I was then stalked at the train station.

The Airbnb crew offered to help with a hostel. It was peak season that summer so I could only stay there two days. I immediately found four hosts willing to let me rent for a month, when suddenly Airbnb told me their system had been frozen; nobody could reserve a place, and they would communicate with me the next day.

I contacted a friend of mine who rents from them. She tried to rent a room and she was able to rent immediately. I called them again, and they sounded like they were lying. The next day they told me something else; it seemed like somebody was stopping them from letting me rent from them. I had to book an expensive emergency flight back to England instead of staying there as planned.

What happened there afterwards wrecked the rest of my future. It had nothing to do with Airbnb, but if that host hadn’t messed with me none of this would have happened. After I moved to stay at another reservation I made prior to that, the host than contacted me apologizing, saying that they really wanted to rent to me but somebody had canceled the reservations.

After I politely contacted Airbnb about all of this mess, they suddenly just deleted five years of my rentals and positive references as if to erase previous hosts’ contact information. For some reason they didn’t want their references on my account, despite being positive.

Thereafter they refused to communicate for a whole two years. I was stuck struggling to rent in England. They allowed me to reopen another account but without being able to use my positive references from prior renters they refused to explain why.

When I was desperately seeking a property to get out of air pollution hell and harassers causing me serious health problems, I started to see weird rental properties in my searches: a room covered in tin foil; a living room with a drawing of a woman crucified; a tent for £80 per night with odd things on it. I thought somebody had asked them to mess with me, leaving me stuck without a home.

The animosity and discrimination has since stopped me from renting from Airbnb, which is frustrating since they are one of the most secure online rentals or the most convenient in my situation. I went to the Facebook offices in London about everything that happened to me which they and Twitter participated in. They told me to sue Airbnb. It’s been five years stuck without a home. My biggest concern is getting lung cancer and dying.

Stealing + Worst Customer Service = Lose Loyal Customers

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I have been waiting three weeks for Airbnb to pay me AUD 1,338.33 owed to me as a host for two reservations. Airbnb has confirmed the guests have paid them but they have not paid me due to a “computer glitch” with “no timeframe” for a resolution.

My messages to Airbnb support get no replies. During calls to them I repeat the story over again, get told they will “investigate”, and no one follows up. When I requested an escalation, I was told no managers were available. I have also tried Twitter and get nothing but platitudes off them, saying there is an “open case” on my account; the case is marked as closed within the app.

The cherry on top is my current guest lied to me and has sublet my place to total strangers without my permission. I reported this user to Airbnb and have had no follow-up from them.

I have used Airbnb since 2013 as both a guest and host with a total of 47 reservations. After this horrendous customer service experience, never again. Airbnb has clearly overexpanded with all the ridiculous ‘experiences’ and has forgotten to look after its original customer base. The trust culture and sharing economy values it was founded on no longer apply.

You are not too big to fail, Airbnb. Word of mouth built you up and will tear you back down again. Fix your shoddy app full of glitches; I thought you were supposed to be a shining example of Silicon Valley disruptive tech?

It’s totally outrageous that Airbnb expects me to wait while they fix their crappy tech when they could just pay me instantly; they already have money belonging to me. A painful realisation that there is nowhere to turn to when the s$%t hits the fan with this company, one that will drive me back to hotels and real bed and breakfasts as a guest. I will never host again.