Airbnb Customer Service Line ‘Disconnected or No Longer in Service’

I made (and paid for) reservations for a farmhouse outside of Frederick, Maryland for a weekend stay in summer 2020 so that my siblings and their children could all be together when we buried my mother’s ashes at Mount Olivet Cemetery in Frederick. The pandemic caused us to postpone our stay until the summer of 2021 (after paying an additional amount representing the difference between the 2020 and higher 2021 rates).

Several months prior to our 2021 stay, my brother-in-law informed me he had a scheduling conflict, and because he is a preacher and my mother specified that she wanted him to officiate at her burial, I informed my host that we had to postpone until summer of 2022. She said she had no problem as long as dates were available (and they were).

Using Airbnb’s website, I attempted to make the date change, fully expecting to pay an additional amount representing the difference between the 2021 and the higher 2022 rates. Once I started the process of making the change, the website informed me that the stated rates were only good for a short specified period of time, and if I didn’t complete the transaction within that time, the rates would go up. The problem was I could not complete the change-of-date transaction without first paying full price for the new 2022 reservation — the website was not giving me the option of applying the funds from the fully paid-for 2021 reservation.

I sent the host a message asking for guidance, and while she had always gotten right back to me prior to this moment, for some reason, I did not hear back from her prior to the transaction deadline. I went ahead and charged the full 2022 reservation on my credit card, assuming that of course, the already paid full 2021 reservation amount would be refunded to me. I wasn’t trying to rip anyone off, but at this point, I had now paid the full amount twice for a weekend stay at the farmhouse. I thought surely I’ll be refunded the funds for the cancelled 2021 stay. I mean, I was using Airbnb’s website and the host didn’t respond to my request for guidance.

I contacted Airbnb’s customer service department who told me the host had to agree to me receiving a full refund of the cancelled 2021 reservation. I contacted the host who agreed to the full refund, and I informed Airbnb’s customer service of the host’s agreement. The customer service representative explained how my full refund would consist of two amounts: the amount paid for the original 2020 reservation ($1,980.87) and the additional several hundred dollars I paid for the 2021 reservation, representing the increase in rates between 2020 and 2021. The customer service representative repeatedly used the term ‘full refund,’ which frankly were the only two words I was listening for.

Within minutes, I received a full refund on my credit card for the smaller, several hundred dollar ‘increase in rates’ amount. As the minutes ticked by and the bigger $1,980.87 amount never showed up on my credit card account, I started to get worried. When I called Airbnb customer service back, I was informed the ‘full refund’ of $1,980.87 was actually a credit for future use. I told them I’d like to take that ‘credit for future use’ and apply it to the 2022 reservation. I was told that couldn’t be done. So my promised ‘full refund’ morphed into a ‘credit for future use’ — a future use of their choosing.

Airbnb customer service did suggest a possible resolution: I could cancel the 2022 reservation and make a new reservation and apply the ‘credit for future use’ funds toward that. I pointed out that their suggestion would certainly resolve the ‘credit for future use’ funds left over from the 2021 reservation, but now I’d be stuck with a new ‘credit for future use’ from the cancelled 2022 reservation. They suggested I work it out with the host. I called the host, and explained to her what had transpired. She seemed to be sympathetic, but she asked me to have Airbnb customer service call her and walk her through the process of fixing the situation because she didn’t want to make any mistakes, which I could understand after trying to use the badly coded ‘change of reservation date’ section of the Airbnb website.

When I contacted Airbnb customer service again, I pointed out that this all could be resolved within seconds, but the customer service representative insisted it couldn’t be done. The next time I called Airbnb customer service, I got a garbled recording stating that the number I was calling had been disconnected or was no longer in service. I figured I must have made a mistake punching the numbers when I made the call, so I called again, and again got the garbled recording.

Once I picked my jaw off the floor and pondered the thought of a customer service department of a major American corporation having a disconnected number and no apparent new or forwarding number, I was at a loss; it just didn’t make any sense. Then, a truly ridiculous thought entered my head: they didn’t block me, did they? To shoot down that ridiculous notion right away, I decided to call Airbnb customer service using my landline phone and not my cell phone (the number on my Airbnb account). Bingo: no garbled disconnection message when I called using my landline.

I got into customer service — that is, if you call answering a few questions put to me by a machine and being ultimately referred to an online FAQ page as ‘customer service.’ That is pathetic: I was blocked by Airbnb customer service.

Now I know what you’re thinking: I’m a hothead and I was speed dialing into Airbnb customer service 24/7, hurtling expletives at meek and mild customer service reps. Not quite. I called Airbnb customer service maybe four times total. I was always civil, and most of the time I was simply requesting information. The most confrontational (if you can call it that) was when I was told by the customer service representative “It can’t be done” in reference to the promised full refund. I very politely pointed out that actually it could be done — it was promised. A partial refund was accomplished within seconds after the first time I called in, and a full refund of the remaining funds could be done within seconds.

So as it stands now, I supposedly have a ‘credit for future use’ for $1,980.87, even though there is nothing in my account that indicates that. I guess I’d have to contact Airbnb customer service in order to access that credit, except they blocked me. I didn’t go to business school, but I can’t imagine there’s a business school out there that teaches business people that it is better to lie to and cheat a customer — a customer who is using your services so that he can bury his mother’s ashes and turn the customer into a lifetime enemy of your company than to put in perhaps twenty seconds worth of effort to push a button to issue a refund check. Whenever I hear someone utter the word ‘Airbnb,’ believe me, I let them know of my experience with them.

Airbnb Shut off Bookings over Local Registration Error

When my city registration expired, my account was unregistered for one month while I worked on getting my registration renewed. Now I have the new registration, but Airbnb blocked the account from accepting new bookings, and won’t allow me to update the registration because the “local government has denied your registration.”

I contacted Airbnb four times to get this resolved. They always say, “regular support cannot handle this, it needs to be handled by a special team. I will forward this to them.” Then they close the support ticket. Here’s the furthest I got:

“My department conducts all of its correspondence via email, since we deal with sensitive issues and written documentation of our communication is required. We closed this message thread, and we will answer your request by email. I hope you can understand the need for this caution.”

It’s been two weeks with no reply. I’m a host of three years with 450 reviews and bookings of $60,000 last year, so Airbnb probably makes $15,000 per year with their cut while I do all the work. This is the service and support I get. Screw you Airbnb.

Airbnb Guest: The Closet is Not a Bathroom

I’m going to share with you our very worst Airbnb experience. We have a suite in our house. It was Valentine’s Day and this couple rented our place.

They showed up and everything was fine. The next morning they messaged, “Can we have a late checkout?” and we said, “Yea, sure. You can check out at 12:00 PM.” because our checkout is normally 11:00 AM and we had more guests coming.

We do all the cleaning ourselves and so we had to get it ready for the next guests. Luckily I was gone to lunch with my sister-in-law and so my husband went in at 12:00 PM.

I received this message from him: “I don’t know what went on!” He sent me a picture of poop on the floor in our Airbnb in the closet. How bizarre — this has never happened.

I was like, “Ok, I can come home… I’ll try and come home.” We have three kids. It’s hard to clean when you have three kids and we were trying to get it ready for the next guests.

I got home and the story got worse. My husband started cleaning more and he found that our guests had pooped in our hamper in the closet. There was a lot of blood and we ended up having to throw away bedding, sheets, our hamper, pillows and towels. It was disgusting and we were shocked.

We messaged our guests. We had taken pictures of everything and she acted shocked too.

She said, “I had no idea that happened. I am so sorry.”

We still said, “We need to charge you.”

We got it all cleaned up, but definitely, hands-down, worst Airbnb experience we had. I don’t think it can get much worse than that. Our guess is that they were super drunk or or using drugs or something and thought, in the middle of the night, that our closet that’s in the bedroom was the bathroom and the hamper was the toilet.

Airbnb House of Horror Contained Blood and Mold

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As a travel nurse housing can be difficult in some areas. I turned to Airbnb which is a last resort for housing. The host only showed four pictures: two of the front of the house and two of the front rooms. When I walked into her house it was a nightmare. There was blood on the fireplace glass, mold on the carpet, open containers in the refrigerator, urine on the bed hidden with a sheet, who knows what in the shower, and these were just a few things.

We booked it out of there. I returned the key to the neighbor I got it from and he looked shocked. I told him that house was nasty and unlivable. We called Airbnb and they were horrified. We called the host twice and emailed three times with no response. We sent her the pictures. A day later she cancelled so I got a full refund and Airbnb refunded me half of the cost for extra expenses that I incurred because of the host. I am still traumatized by the photos. She also didn’t have any reviews since 2018 but I gave her a chance. Big mistake.

Broke and Unhappy After Customer Service Experience

I’m highly disappointed in my recent experience with Airbnb’s customer service. My friends and I booked what turned out to be a scam listing. We were already about 8 hours into our 11-hour drive to the beach when we received a notification from Airbnb that our booking had been canceled and we wouldn’t be penalized for the late cancelation.

We expressed that we were already over halfway there and were left with no place to stay. We were told that Airbnb would book us a new place to stay and get back to us within an hour. We never heard back from them. We ended up booking the only other pet-friendly beach house in the area that turned out to be four times the price of where we initially thought we were staying.

We reached out to Airbnb many times and were told that we had to wait until our assigned case manager contacted us and that no one else could help us. My friends and I now owe a difference of $700 per person for the new booking and Airbnb has refused to cover any of this difference. Now I’m broke and upset and my whole vacation was ruined because of this.

Charged for Two Airbnb Stays in One Night

The Airbnb unit we were staying in developed a water leak from the upstairs apartment. We called the host and tried to get in touch with Airbnb, but could reach neither. It was getting late and so we panicked and booked something else nearby.

We drove over to the new booking and it was just a rundown residential suite. It didn’t even have an outside window — not what we wanted for our vacation in the mountains. I promptly cancelled but the host would not return my money. He had done nothing at all and lost nothing in the brief interim between my booking and cancellation.

We ended up staying at the original place once the leak was repaired, but there were drying mats down and two dehumidifiers for the remainder of our trip. Airbnb never did respond to our initial plea for help and sided with the host of the apartment we panic booked. Surely there must be some negligence on their part for not responding.

Suddenly Unable to Book After Three Years

I am a three-year guest of Airbnb and have never had a problem until last week. I went to book a room. After getting to the confirmation page, I clicked on it and a page popped up saying I needed to verify my ID card. The cards do not scan. I have spent hours and hours on the phone and online. I received three different emails from Airbnb saying all three cards are confirmed. My government ID has a green check and verified next to it on my personal info page, and I still can’t not sign in. I was told an ambassador would contact me, along with a few other who never did contact me. Now the latest online support told me my account is going through through verification process, but they have no idea how long that will take. I’m not sure I even believe them anymore. I have been led around and lied to. The phones lines are not available now, and even the support team is not getting back to me. I have spent over $3,000 with Airbnb, and now I cannot book a room. There is no problem on my end; I even went to my banks and checked all my cards were clear. None of them have ever had a problem.

Waking up to a Stranger in my Airbnb Room

I booked a place with Airbnb last night. It was a pretty neat place, nice and cozy. I had planned to go out but it was raining and cold. I was tired, so I decided to stay in. I watched lots of movies. It was pretty cool. Then I went to sleep.

I’ve been dealing with an itch due to dermatitis, so it was better for me to be naked after applying some anti-itch lotion. In the morning, I was woken up by the sound of snoring. I was like: what is that sound? How loud are the neighbours? I remember that there was this creepy video I watched online where a guy who claimed his house was haunted said he heard noises of someone snoring next to his bed, but I was like… nah… most likely the neighbours.

I tried to ignore it, but was trying to figure out where the sound was coming from. It sounded like it was coming from a wall where there was no room, so that was strange. Then I opened my eyes.

There was no ghost next to me, but there was a mass at the foot of my bed; some guy was sleeping there. Some random Korean dude… snoring at the foot of the bed… I was like wtf? So I woke him up and was like… what are you doing in my room? Get the f%$# out!

He’s like “Oh, it’s a double room. I thought it was booked for two people?”

I was like wtf? I didn’t even make sense. It was just a single room with a single bed. So I told him to get out. I couldn’t believe this… I was ready to leave. He called the host and gave me the phone. It turned out the host gave us both the same instructions to go to the same room. I promptly requested a refund.