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.

Host Refuses to Communicate About Cancellation

We had plans to travel to the U.S. in October that were cancelled due to COVID. Alternative bookings were made for a property in Australia from Oct. 3-10 (we had stayed in this property 12 months ago with a great review from the host).

The cancellation policy on the listing at the time of booking was a 50% refund up until Sept. 25. We raised the question of flexibility to change dates if restrictions applied at the time of booking. The host responded “let’s talk about this in September.”

Flights cancelled by the airline, borders closed by our state governments and penalties (both financial and potential jail sentences) for breaching COVID quarantine restrictions forced our decision to request a change of dates to April 2021 to give us time for recovery post COVID. There was no response from the host.

We reached out to the Airbnb Support team who promised to look into the matter. We reached out to the host in September who advised that this property would no longer be available after February 2021. We were unable to take leave before February so pushed the “cancel” button and requested a refund. The host’s response was a “$0.00 refund.”

We reached out again to Airbnb Support who asked for evidence to be uploaded. They advised they were in contact with host. We were frustrated at how long it took to respond to a message. It would be great to actually speak to someone about this. I have been a very frequent user, supporter and promoter of Airbnb but the lack of real time support has left a very disappointing mark.

Frustrating Lack of Response from Airbnb

I have really liked the Airbnb platform and had a great response so far with them. However, I now have a problem, finding it a little the opposite. I am getting quite frustrated with the lack of help from the Airbnb team in relation to a booking during the festive season that I feel needs to be cancelled.

A booking was made before March 4, but travel is for later in the year between Dec. 20 – Jan. 21. I have a family who have booked our home for four weeks over the Christmas period and are travelling from the U.K. to Australia. Our government currently has Australia in lockdown from overseas holiday travellers unless they are returning citizens or permanent residents. No tourists are permitted.

Our government has stated that they can not see any overseas travel allowed until the end of the year or until next year as of Sept. 3. I have been in touch with the guests and they do not want to cancel as they will be charged over half of the booking by Airbnb. If I cancel, the dates are blocked and I also get a cancellation review and get charged a cancellation fee. It defeats the purpose of cancelling as I want to have the dates open for local guests to book or I will ultimately miss out both ways.

I’m feeling very disappointed with Airbnb response to this matter. I have messaged through their portal and had very limited if any response: all generic and have asked for documentation. What documentation? Is there anyone else feeling this frustration and does anyone have any other way of contacting Airbnb? They really are not very helpful at this time. I feel they should be extending their extenuating circumstances cancellation policy. Any helpful suggestions would be greatly appreciated.

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.

Host Agrees to a Refund, but Can’t Contact Anyone

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I can’t travel to Spain from Australia due to COVID-19. I tried to contact the host, to no avail. I left a negative Google review, and the host made contact with us by email and said if we removed the negative review they would refund our money. Since then, no contact.

Airbnb originally sent a request for the host to reply with authorization for us to cancel but the host didn’t respond to them. So we are stuck in the middle with no one to talk to. Airbnb won’t deal with us anymore as their system email to the host ‘timed out’ and so they say our case is closed. I have an email from the host confirming they will refund us and can’t put it in front of anyone at Airbnb because they won’t deal with me.

Airbnb’s Facebook chat tells me my case is closed as the ‘system timed out’ with no response from the host. Airbnb’s resolution centre just says my case is closed. When I try to phone Airbnb the message is that they won’t deal with anyone unless it’s just before your booked stay. I’ve tried emailing the host through other accommodation sites. I’ve tried to contact the host on Twitter and Facebook — no response. What can I do? Nobody will talk to me.

Airbnb is holding our money and their business partner, the host, is blackmailing us over our Google reviews and then not responding to anyone. Airbnb should refund our money and sort out the host who is messing their customers around.

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.

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.

Airbnb not Paying out more than Four Months

I own and rent out an apartment, mostly through Airbnb, in Budapest, Hungary. I realized only in January that the last payment I received was on November 11. The business is being managed for me by a company who specializes in this and who have been doing a great job. They have registered/contracted with Airbnb — not me — but Airbnb has been paying my account directly.

The management company has been in contact with Airbnb customer service — as difficult as it is to make meaningful contact with them — but only told that we need to wait for some payment system issue to be resolved. Then of course nothing happens for weeks and weeks.

As I personally am not even a client, I am unable to contact Airbnb directly which is incredibly frustrating. Having managed to get through on Airbnb’s phone line, they managed to set up a call with a CEE regional manager, who promised to investigate and get back to me.

This was three weeks ago and obviously nothing has happened since. Airbnb has been holding my money ($6-7000) for more than four months now and seems to be ignoring its obligation to immediately resolve this situation that is clearly in conflict with their contract and with the law. Their behaviour is just unthinkable and unacceptable in every way. Any help with what the hell I can do would be greatly appreciated.

Thought I was the only one going through Airbnb Hell

I had booked an entire large house on Airbnb for a family reunion and a wedding in Orlando for one week. We have five kids, six grandkids and a few newfound siblings (through Ancestry.com) that were all going to stay under one roof. At my age I do not know how many more times I will get to be together with all of them, so I cherish each one immensely.

The day before the trip, I went to contact the host for the information to get into the house and that is when I saw a big red cancellation notice on my reservation. My heart dropped. My son and his family were in the air on the way. They were going to be the first to check in, and now that he was in the air on his way from Fairbanks, Alaska to Orlando, Airbnb had cancelled our reservation.

This was my first message to Airbnb after I saw they cancelled our reservation:

Help! Our entire family and a group of friends are flying from Alaska to Florida for our daughter’s wedding. I went to our reservation to see the check-in procedure and saw that Airbnb has cancelled our entire reservation, without contacting us via email or phone or other.

We have had this reservation for a month and are leaving today to meet up with the others. We had no idea they cancelled us.

As it turns out, our credit card was compromised last month so they sent us a new one. We had no idea this was happening until we received a new card. Airbnb must have tried to run the old number and when it did not go though they just cancelled us without any contact with me letting me know.

This is terrible. What can we do now? Why would they not contact us? Help!

All of our contacts with Airbnb and the host were cordial, but in no way helpful. At least if you have an issue with a hotel, they help secure new rooms. We ended up having to find hotels so none of us got to stay together.

Here is the full story as I told it to Airbnb and still they will not refund my deposit, even though I never cancelled it.

As we grow older we realize there are only so many times left in our life that we get to be surrounded by our whole family: our kids, their spouses, our grandkids. Every single one of them. People grow up and move away.

For our family, Florida was to be that time. And to have a wedding in the midst of this. I could hardly believe I was fortunate enough, dare I say blessed enough, for this family reunion and wedding to be upon us.

The last time we visited Florida, Hurricane Irma chased us away, but now we were back. Imagine my shock when on the night before we were to leave Alaska to begin our amazing family reunion, to see that our reservation had been cancelled. I was in disbelief. Denial. Shock.

How would I tell my kids who were already in the air and were to be the first to arrive with their new baby, my grandson? In my heart I felt somehow someone would be able to work this out, to make it right. It was not to be. I am writing this from my hotel on the other side of town from where our eldest son’s family is staying.

Our daughter who is getting married is at another hotel, and our daughter’s family from Atlanta is arriving tonight to be in yet another hotel. It turned out this was a holiday (Valentine’s Day, which is also the 37th anniversary of my proposal to my lovely bride) so getting hotels together did not work out.

I am telling you this so you will know that you are renting these amazing properties to real people, with real stories, not just numbers on paper. People who work hard so that when it’s time, they can also play hard and love even harder. Real families who cherish their time together.

As we now learned, unknown to us, our credit card was compromised. Between the time I paid my deposit and the time you were to charge the remainder. As someone who has done many hotel reservations, but never an Airbnb reservation, I always assumed if there was an issue I would be contacted. I was not.

My Airbnb profile has my phone, email, address and even a photo of my driver’s license: many ways to contact me. My hope in writing this is to prevent this from happening to anyone else. Ever. What should have been a glorious trip, has been so difficult for me (I was in charge of securing our place to all stay together).

The kids have been great though and are making the best of our situation. The wedding tomorrow will still be amazing, I am still blessed to see see the kids and grands. Florida is about 100 degrees warmer than Alaska. Life is good. But please remember that your guests are real families counting on you to help make their dream vacation destination a reality.

Your job is so important, as most families do not get enough time to play together. To just hang out together. In our situation, a phone called would have resolved this immediately. Immediately.

Because I was not contacted to remedy this situation, which I knew nothing about, I am expecting a full refund of my first deposit. I only hope if this ever happens again, you will contact the guest for a quick solution.

Tomorrow I am contacting the credit card company to demand they cancel this charge as we never received a notice of cancellation. They also hold some responsibility for cancelling my card.

It was really the perfect storm; they cancelled it right at the same time Airbnb tried charging the remainder. My problem is Airbnb never contacted me, even though they said they emailed. They also had my phone number and could have easily called or texted.

This was a really important week for us, and it has caused so much stress. What should have been an amazing week turned into another episode of Airbnb Hell.