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.

Airbnb Can’t Stay up to Date on Tax Laws

Recently I was contacted by the County of Marin, stating that I owed $2,400 due to Airbnb paying the wrong amount of Transient Occupancy taxes. I was notified by the county after one year, so the mistake was very expensive.

I contacted Airbnb approximately three weeks ago, and I still have not heard back. I have called numerous times. They promise to call back within 24-48 hours but they never do. I spoke with a supervisor who said he would call back within 24 hours, but no success.

I keep getting reservations, and they still are still charging the wrong amount. I have asked at “a minimum” to please change it to the correct amount, which they have verified to be accurate on their end, and they tell me someone from “the appropriate department” will contact me. This never happens.

This is only one example of the horrible customer service received by hosts. I recommend that everyone boycott Airbnb, and go to VRBO. That is the only way this monopoly will learn how to treat their customers with respect. Absolutely horrible customer service.

Cancellation Due to Failure of Second Payment

I want to make a complaint about my booking. The reservation was cancelled as the second payment failed. This experience and the service quality of Airbnb were disappointing. First, Airbnb didn’t try their best to contact me about the failure of my second payment. I did change the payment method but it seems that Airbnb was willing to see the failure happen and then ask to change the payment method instead.

Anyway, Airbnb didn’t do everything they could to contact us about any emergency. The only way they can is by sending email, no matter how serious the case it is. They should call you or send an SMS. Second, I do hope that Airbnb will show some pleasant customer service as they collect commission from us. However, they won’t admit they have flaws and only reply about their policy.

Airbnb didn’t help me with anything on my trip. As for agents, they won’t help you find an alternative solution. All you can do is to talk to the host or find hotels on other platforms.

I was hoping that Airbnb would have admitted that they had not tried their best to contact me and would refund or compensate me for my loss. This was a very naive thought. They are not real travel agents. They earn profits on your mistakes, carelessness and misfortune. They earn commissions by just providing a platform, not service.

All we need to know is to pay extra attention when using such a platform. They are irresponsible. Although there are many hosts doing great, many travelers have a terrible experience there. Airbnb won’t admit anything or improve upon it.

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.

Airbnb Customer Service Ignores Fraudulent Charge

My wife and I received a fraudulent charge from Airbnb while we were out of town on our honeymoon during a holiday weekend. We could not stop the charge for $832.38 since the banks were closed for the weekend and the holiday on Monday. Our Airbnb account showed no upcoming trips for the charge to be tied to.

We contacted the Airbnb call center five times to have the charge investigated but we have gotten nowhere. Airbnb is protecting those committing fraud by structuring their company so that customers can never speak to anyone but the operators in the call center. They still refuse to refund our money or cooperate with us in any way. They are only concerned about money and the fees they are paid regardless if the charges are fraudulent.

I will be sharing our experience in as many places as I can find. I will never use Airbnb again and I hope others can learn from our experience.

Not Airbnb Hosts, but Still on Mailing Lists

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I pity the poor investors who will eventually be parting ways with their money when (and if) Airbnb gets their act together to file for an IPO. Today I received the Airbnb Magazine in the mail. I am not a host or guest. The name on the “To:” portion of the address label was to a Mr. Richard Fabian. Mr. Fabian was the supposed “host” of our home when he set up a fake account portraying my family as Airbnb hosts.

The outcome of that story is buried somewhere in the Airbnb Hell server but basically we had people dropping by the house unannounced looking for their key. The fact that we never heard back from anyone at Airbnb regarding this fraud does not surprise me now that I’m receiving their magazine. Throwing away money by mailing on what looks like an expensive rag to a fraudster is par for the course of this organization.

Airbnb, you grew too big too fast. Stop for a moment and count the bedbugs.

Left Homeless in Philadelphia after no Contact

My credit card was charged for a five-day rental in Philadelphia. The host emailed me through Airbnb that the entry code to the property would be sent to me 24 hours before I arrived. I was sent a file through Airbnb’s system, since all communication must go through the service. The file was sent, but couldn’t be opened. The host couldn’t be contacted by Airbnb’s case manager. I was told to go get coffee while Airbnb tried to contact the host. No contact was made. I was homeless, 3000 miles from where I live. Airbnb admitted to the error, but merely wiped the charges from my credit card; there was no effort to compensate me for a very expensive last-minute hotel. They referred me to their legal team, and all communication stopped.

Host Guarantee Means Nothing to Airbnb

I will be talking about the devastating and very much time consuming that I have been through since August 1st until today. Almost 40 tiring days have passed with no result but that feeling of being very much ignored with many saved responses by the case manager from the resolution center remain.

I had a guest who robbed my apartment, taking an expensive Canon camera 50mm f/1.2 lens and an ironing machine. I overlooked the ironing machine and the fact that she had left permanent stains on the bed cover which I bought new right and I considered them collateral damage after the one-month reservation.

However, the 50mm lens was $1,472. Thus I have reported this incident to Airbnb support center on the phone and by messaging from August 1st until the 10th. I talked with tens of agents and case managers and I sent them all the photos and documents that they needed. They told me they would contact me soon.

Anyway, this was a lie from all of them and my first experience with such an incident. On the 11th of August I called again and a case manager told me that I had to request a refund from the guest who robbed my property. I have done so and she denied it, so I got the resolution center involved.

They automatically send you an email that it should take seven days to have your case resolved. It took until today, which is 25 days. This required all the patience that I had. I sent all the documents that they requested with every tiny detail and I waited and waited. Then they requested a police report which was a very strange thing to ask for after 25 days (I had four guests in my apartment since then). Why didn’t they request it when I called, messaged, and reported this incident?

I managed to go the police station and told them every tiny detail. They gave me the police report. By the end of that day I thought Airbnb would honor their Host Guarantee. I then resent all the photos, conversations, and documents.

Since then the case manager took five days to respond to my emails. He emailed me very strangely as if he knew nothing about my case. He said – and I’m quoting from his mail – “Thanks for your response. In order for an incident to be eligible for Airbnb assistance, the reported damages must have been caused by a guest or an invitee of the guest. You are free to pursue reimbursement from your guest directly. However, per this requirement, this case is not eligible for reimbursement. You may review the Host Guarantee terms here. If you have other questions about the Host Guarantee and what is covered feel free to respond.”

As if I didn’t involve them after I requested the refund from the guest directly. I emailed him back and he didn’t answer of course. Then I called Airbnb and after a very long conversation – thirty minutes – in which I had to tell the whole story from the first detail, I requested that they change the case manager who is investigating my case. He responded shortly by email: “After a thorough review, we have decided to uphold our original decision. We determined that a payout could not be processed in this instance. We consider this decision final.”

I will unfortunately be un-listing my Airbnb apartment. Although I met with many great guests, I would never have done this if I hadn’t been that ignored.

Cynical Refund Policy around Father’s Death

I had made a booking at the beginning of August 19th for a room in Amsterdam. Four days before we were to leave for Amsterdam my dad died so we could not go. The long and short of it was we were charged for the booking. I informed the host and Airbnb my father had died and they appeared very sympathetic. The host immediately agreed to give our money back but never did. Airbnb asked for the obituary, which we sent, but nothing happened.

We received about six messages from Airbnb saying they had tried to call but they hadn’t. The email with a reply button had a no-reply email address. No one had ever tried to call. Then I received a message stating they had no details of the trip, so I sent them. The follow up was to send me back into the circle of death of emails stating they had tried to ring, etc. I only managed to find a contact email address through Airbnb Hell. I have seen some cynical things in my time but this one beats all. Very dodgy crowd – be warned.

Ripped Off After Host Lied About Location

I am disappointed with Airbnb. I made a reservation for September 9-12 on the basis the apartment was in lively location above a trendy bar. I found out this was not the case, and cancelled having discussed with my host who agreed to a 50% refund immediately and 50% when she re-let the property.

I searched in past few weeks and again today for the property and it does not appear coming up as being available for rent on those dates, which leads me to assume it is no longer available. Having read the latest review of the property, it was shut down recently by the fire officer due to dangerous gas smells. If this is the case, I presume it’s not available (quite rightly) but why should the host get to retain my deposit?

Airbnb had no reply for me. This is grossly unfair and borders on fraudulent. I’ve tried to call and speak to the help line but am getting nowhere.