Airbnb Not Allowing Some Guests to Book?

A guest who is trying to book my listing is getting the following message from Airbnb when she reaches the stage of entering credit card information in the booking process:

“Choose another place to stay. Airbnb prevents reservations for entire homes when a pattern of factors (like location or reservation time) suggests the booking may be unsafe. This restriction is not related to the coronavirus. For resources on coronavirus, see airbnb.com/covid. Please try a hotel room instead.”

My listing is not unsafe. It is perfectly clean and safe. I called Airbnb Support and they told me that this is some issue with the guest’s account. But then, the guest’s co-staying guest tried booking my listing using their Airbnb account and their credit card. The Airbnb system responded with the exact same message.

I’m not sure I really believe that this is a problem with the guest’s account. Is anyone else experiencing this phenomenon? If so, please share any information with me that you can.

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?

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.”

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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.

Airbnb Host Nightmare: Cancellation Penalty for Hosts

A few days ago I relisted my two properties on Airbnb. I was not able to link my channel manager to Airbnb and had issues logging in to the Airbnb system. I kept requesting a password reset and never got any reset link. I contacted my channel manager and they were not helpful, saying I had to log in to Airbnb to sort the problem.

I finally logged in. To my horror, I had 14 booking received within a few days, all confirmed with dates and availability that were not correct. I had the nightmare of contacting all these people and be ashamed to say we had technical issues. To my horror, for each booking that I cancelled, I had to pay a penalty of 50 dollars. Do the math for 14 booking and see how much I had to pay Airbnb for cancelling.

I had no email confirmation for any of these bookings and no notification or any chance to accept or deny any of these bookings. Some of the guests were very helpful and some just pain and unhelpful. Airbnb technical issues turned into nightmare and Airbnb has no compassion to not change the penalty when you have a genuine problem. I had no idea about any booking or how to fix the problem. Not happy at all.

Australia Phone Number for Airbnb Customer Service

The Australian number I used for Airbnb was 0285203333. From outside of Australia it will be +61285203333. Don’t ask where I found that – my other half, The Fixer, found it; he can find anything.

I’ve not had the pain some have had going by the stories here. However, my login to my account on my phone and laptop became a total nightmare and I couldn’t get in, so I lost our New Zealand stay at the last second, and made a scramble for another stay. My login had me dropping in and out of the site/app which was hugely frustrating. I tried to sort it but couldn’t: even the techs were bewildered. Three months later I took another stab at it and it’s finally resolved.

I just wanted to give a phone number for those that want one. Maybe the Aussie number could direct harried customers to the correct country number.

Money Taken for Properties I did not stay in

My credit card was recently billed £1225.00 for two properties in Spain that I didn’t book and did not stay in. The details were sent to the wrong email address so I couldn’t even cancel or sort it out at the time. I have made eight calls now to Airbnb customer service. I have to repeat the story over and over. They say my issue has been escalated – whatever that means – and I never get a call back. Surely with a company doing so well they can employ competent people who can help me. They have lost a customer, both as a potential host and a guest, and I could never recommend them. Next stop action fraud.