Even Resetting Airbnb Password is a Nightmare

I have tried for months to get Airbnb to reply to my question on how to access my account. The password I used to create my account does not work. When I go through the help steps to request a new password or reset my password, I receive an email to reset my password, but when I click on the link, I get a message saying ‘unable to perform action. Please try again later or contact support if you need immediate assistance.’ I then click on the link to ‘support’, but I need my passport to access my account in order to connect to the support desk. So, it’s back to ‘request a new password’… and on and on. I have tried for almost six months to access my account but I am not able to.

For unknown reasons, the details I entered when creating the account were incorrectly reflected on my profile, and I am having guests book for space I do not offer. I have just now had a request for a three-sleeper, which I do not offer, but the guest has paid. Now he has to cancel and wants his money back, which I do not have access to, as he has not checked in yet. I would also like to view the banking details Airbnb has for my payments but cannot access my account. I am not able to access my account to make any necessary changes or reset any information. I have asked guests if they are able to send a message to Airbnb to contact me, but I’m not sure they can.

I see there are numbers people can call from the US and UK (though they openly warn that you will be on hold for 7-12 minutes). I live in South Africa, and cannot do that. I find it very strange that they do not offer an email address where we can post questions and have direct answers. If you are at all able to change this unacceptable situation, please do so ASAP.

Where’s the refund? No help from Airbnb!

I have been trying to get a refund for a canceled stay overseas. The host agreed to refund but my bank account was closed when I moved cross country and airbnb said it had to go to closed account. An airbnb employee gave me incorrect info and the host reduced the amount of refund because she thought I accused her of lying about the location of the funds. Airbnb has has been EXTREMELY difficult to contact and now lists a password to a pdf file for my refund info but there is NO PLACE to plug this password into, no location for the file, no way to respond to this latest email that doesn’t just go to an automated choice of subjects- like being stuck on an automated phone answering system that doesn’t include the title of person or number you seek. NEVER AGAIN.