Airbnb: The Worst Company I have ever Dealt with

I had a long, long drawn out fight with Airbnb that I thought would never get solved. My fiancé and I booked a house rental on March 16th, with out check-in date set to May 25th. On May 24th, one day before out trip, my fiancé (the account owner) got an email saying our trip had been cancelled because “We (Airbnb) don’t believe this transaction is legitimate”.

This trip has been booked, paid for, and cleared over a month before this email. The money had been long gone. We called and were told by a woman that it was a computer glitch that Airbnb was aware of, and technical support would call us ‘soon’. She could not offer any time frame at all, and did not seem to care that we were packed, had taken off of work, and paid long ago.

The call from technical support never came. The money was ‘refunded’ to us in the form of account credits. Not money. Our trip was for five days total, and cost about $800. We missed our trip. About five days later, we got another email saying his account was now completely banned and deactivated, and “We sent you an email about this issue back on the 1st”. We searched through all of our emails, and had definitely not gotten that one. In fact, on the 20th we got an automatic email telling us to “get ready!” for our trip.

Now, there was $700 in a deactivated account. Airbnb had no problem keeping their $100ish booking fee, and we never saw it again. Because the account was totally deactivated, and our phone numbers and accounts were blacklisted. This meant if we called or chatted with someone, we were automatically disconnected and never got help. We both even created second accounts. Several customer service people had no idea what to do, and sent us just one or two messages before closing the chat. We got one single message through to someone claiming that they would “forward our message to the appropriate person”. That chat is still open. I sent a message on it every few days asking if anyone was every going to answer.

Finally, my mother-in-law made a great suggestion: go to the BBB. I am 100% positive we would have never seen that money again if we hadn’t taken that advice. I filed a formal complaint, and they kept me updated the whole way. I got an email shortly after filing that said they were escalating my claim and reaching out to Airbnb. Only four days later we finally got an email from Airbnb, offering us a gift card that we could regift. I pushed for a check, and the next week we had $700 deposited into our Paypal account.

Please, other readers, file complaints. You don’t have to be seeking just money back, you can report them for being as terrible business. If enough people do, we can get them shut down eventually. They fully knew what they were doing, and knew that we obviously count not use credits put into a deleted account, and they kept ‘their share; of the money. I fought for that, too, but was told they would not give it back.

Want my Refund after Airbnb Double Billed me

On April 30th, 2018 I made reservations for an apartment in Scottdale, Pennsylvania. I then paid the fee of $1,400. Unfortunately, Airbnb double-billed me. Using my bank and customer service from Airbnb, I was able to obtain $1,400 back for my double billing. This meant I had only paid for one reservation for June 27th. On that day I called the host to obtain the keypad number. She informed me that my reservation had been cancelled on May 22nd. I then proceeded to call Airbnb; they reiterated that my reservation had been cancelled. After numerous attempts -approximately 23 – and numerous customer services representatives, they indicated that I was in fault and therefore did not deserve a refund. Finally after insurmountable attempts, I was told that everything was resolved and I would be given a full refund and an additional 10% or $180 for my inconvenience. I have not received a full refund.

Issue with Getting Refunds from Airbnb Japan

I am looking for advice. In January I booked three Airbnbs in Japan. Recently a new bill was issued by the government and a lot of Airbnbs got cancelled, including the three I booked. In this particular case I got a full refund from Airbnb and on top of that 100% of the refund in coupons. This was like a 200% refund which was awesome.

Here comes the problem. In March I changed my bank; I moved from TSB to RBS. Everything went smoothly and without any issues until the refunds were processed. Airbnb stated over the phone that their policy is to only refund the card that was used for the purchase and they can’t change that.

A month later (now) I still do not have any refund. I asked RBS; they say no transactions have happened according to the switch contract so they don’t know anything. I asked Airbnb who said the refund has been processed and there is no bounce back from the bank. They gave me a trace number to track the payment. I asked TSB, who said that they can’t see that transaction and they have no idea what a tracing number is. I asked Visa (the issuer of my card) and they said they cannot help me with this and I should contact TSB.

I have a bunch of tickets raised at Airbnb. I have a bunch of tickets raised at TSB. I have an investigation ongoing by the account SwitchService. I have an investigation ongoing by RBS. I am at a loss and have no idea how to proceed. If you have any ideas or suggestions please help.

Barcelona High Rise Not Accessible to Handicapped

I booked a room in Barcelona through Airbnb in February, but by the time I traveled in late May, I had developed back and leg problems (sciatica). A couple days before arriving, it occurred to me that I didn’t know whether I would need to climb steps or if there was an elevator.

I contacted the host, who was willing to be helpful, but he was on the third floor without an elevator. I was able to see the building from the outside and could determine I would not be able to climb the stairs, or if I got up there, I would not get back down. The host declined to refund me because I cancelled too late (which I get), and he was generous in offering the same reservation for a future time (I will not get to go back to Barcelona to claim the offer).

At the time of booking, my fee went from the posted $47.00 per night to $125.00 because there was a big music festival in town that weekend. I hoped he would be able to book guests in, but he chose not to open up to a new Airbnb booking. My total fee was $420.00. So far I have received a refund of $18.96.

I contacted Airbnb to request a full refund. I had a case worker who asked for a doctor’s letter by June 14th. On June 10th (I had not yet received the doctor’s letter) I got this email message:

“Thank you for providing me the details. Please feel free to contact us when you have the letter from the doctor and we’ll be happy to analyse it in order to help you. You don’t have a time frame to provide this documentation. However, I’m forced to close this consult for the time being. It will re-open once you provide the doctor’s letter. Keep in mind that the letter is the only way we can help you. Please contact us when you need to. We’ll be glad to help you.”

The next day I sent the doctor’s letter. My case worker had disappeared. All I got were automatic responses saying they received my request. I have complied. Since I have a medical reason for the cancellation, I expect Airbnb to honor my refund request or least to acknowledge and act on it now that the documentation is in place. I have used Airbnb other places and had good experiences. Of course, it just takes one bad meal to keep me out of a restaurant.

Illegal Airbnb in LA Means Sneaking Around

We booked a two-bedroom apartment in Hollywood for 18 nights as our son is autistic and has allergies so we sometimes like to cook. A few days before our arrival, we received a message from the Superhost not to discuss Airbnb anywhere near the apartment or building; this was because the hotels in the area are losing a lot of money and are going to court to have Airbnb banned.

On our arrival to the apartment it was clear that Airbnb subletting in the apartment building was illegal as there were signs in the lift, entrance and parking lot. The person with our key was not the host but a friend. We also noticed that the carpets were heavily stained, the balcony light had blown out, the Sonos sound system was missing and one of the stovetop burners didn’t work. The next day we went to Walmart and spent $200 on food which was placed in the fridge and freezer.

When we woke the next morning we discovered that the freezer had stopped working; everything had defrosted and was ruined. I sent a message to the Superhost and discovered she was in Europe. I told her we wanted everything fixed. She made no mention of compensating us for the food. She then asked me to take the keys to her friend so they could arrange the repairs. As I was on holiday, I refused (I should not be running around after her). She couldn’t ask management to fix it as she was illegally subletting the apartment.

After much to-ing and fro-ing and abuse from the Superhost we requested a full refund and went to an hotel. Airbnb was good and sorted the refund out quickly. The Superhost gave me a refund because she knew she was in hot water with the apartment if they found out. I’m not sure we’ll use Airbnb again.

I had the worst experience of my life booking with Airbnb

I’ve got the worst experience of my life booking with Airbnb. My host cancelled my stay the day I landed in New York. After 2.5 hours spent chatting with the customer care without finding a solution, I was told by my representative that she would have finish her journey shortly and another person would take care of my situation soon. I was contacted two days later after opening a complaint against them.

It isn’t over yet. Since I had no place to go I decided to book a hotel (only 3% were available that day), then asked Airbnb for a full refund of the difference I had to pay between the hotel and my room ($600). After about ten days of emails back and forth they agreed to a payment of $300. Be aware your host can cancel your reservation; you won’t have a full refund and potentially no place to go.

Unprocessed Refund from Cancelling Airbnb Host

blankblank

Around February, I booked a house for March 14th. On the day, I was informed by the host that the house was not available due to the radiator breaking down, which would need a few days to fix. So, I asked for a full refund because the house was the only one at which I really wanted to stay and other listed houses that the owner recommended as substitutes were not really fancy or worth the price that I paid for. I was not aware that the host has to process the cancellation if a guest wants to get a refund, which he did not process at all. After several weeks, I messaged him to check if he sent me the money back and he said: “Has it not been processed? Can you send me your bank details?”

After roughly one month from receiving this reply, I asked him again and then he said “Can you double check again?”

This was the last reply that I received. Since then, Intentionally or unintentionally, he is not answering my messages or phone calls. Is there any way that I can get a full refund with the proof that I have?

Airbnb Host Lies When Wifi Fails at Berlin Apartment

blank

Today is twelve days before our trip to Berlin, and our Airbnb host informed us that they are having problems with their wifi; there will be no wifi in the apartment when we arrive. As we are going on a business trip, this is not okay with us – it’s a very big deal. The host told me that they can offer 20% discount because of this, or a full refund if we are not okay with it.

Firstly, how can a host offer discounts? It’s not through Airbnb – just on his word alone, and that’s not good. In any case, we are not okay with it. The apartment is very expensive at 150€ per night. We are on business trip and don’t need to stay there if there is no wifi at all. I asked the host to cancel the reservation. She said she would not cancel it, and that I needed to cancel. I told her by Airbnb’s rules, if I cancel I can’t get a refund. Again, she told me to cancel and I would get a full refund. However, this is a lie.

I just read the rules again; Airbnb says you should never cancel a booking yourself because you will not get a full refund, so the host is lying to me. Why she is doing this? Is this normal for Airbnb? I’m honestly shocked. I rented the apartment for 790€ for five days, so it’s a lot of money for me. I should be treated well. We agreed with the owner at first, but she informed us that the apartment is still not ready. The wifi has not yet been fixed. If I knew there would be no wifi I would never have booked it. We are coming for overseas for work; it’s not two kids traveling, but professionals. I’m ready to contact my lawyer.

Beware: Airbnb Price Scam for Long-Term Stays

Beware: if you adjust your Airbnb reservation during your stay, Airbnb will apply the current (i.e. the most expensive) price retroactively to the beginning of your stay. For example, let’s say you make a reservation for $100/night for four weeks. After the second week, you need to leave early and you and the host agree to do this. But the pricing model (if it’s dynamic pricing – which is chosen by the host) shows the rate to now be $150/night. Airbnb will charge you $150/night for your entire stay. I recently had this experience and was overcharged $400 – and Airbnb does not give a damn about it. On top of this, Airbnb will charge you for an extra 30 days because of their long-term cancellation policy – which Airbnb will waive if you and the host insist on it. Airbnb also removed my negative review of the host, stating it violated their policy – even though I spoke honestly about the nightmare I experienced.

Airbnb Charged my PayPal Account for a Fake Reservation

Late last night I had a notification from PayPal saying I had been charged £450 for an Airbnb. I looked at my emails and had three emails that stated:

1. Confirming a reservation I had never made
2. My receipt from PayPal
3. Airbnb confirming the reservation had been cancelled and due to the host’s policy I wasn’t eligible for a refund.

Airbnb said to use the resolution centre for extenuating circumstances (which was impossible as my account was later cancelled). In the next 2-3 minutes I was also sent a billing receipt email from Airbnb, an email asking for payment verification details, and then finally an email saying my account had been cancelled (in which it implies it wasn’t cancelled by Airbnb, but rather, had been cancelled by the ‘user’).

At this point, any attempts to log into my account failed (as it was cancelled) which means I had no way to access my account details, or to access the resolution centre previously mentioned, and no way to contact customer service since every help or “contact us” page seems to just link to a “log in for help” button. I am astounded at this – surely if you have a cancelled account you should have the means to be able to contact Airbnb to resolve problems? Apparently not.

I then had to Google a contact number for Airbnb. Why they couldn’t have just put that in their emails is anyone’s guess. I called customer service. There was no answer at all; I was on hold for 30 minutes. I then sent a Twitter message to Airbnb help, advising them of the problem. They didn’t reply until four hours later, and even then, only to ask for my email address. It has now been 12 hours since I messaged them and the only progress made is just messages from them asking for my account information or reservation information – no real action, no offer to call me, no information on a phone number I can call for more help, and certainly not sorting out the issue fast enough given the amount of money involved.

I spoke to my bank who said that I need to go via PayPal first, and if they don’t refund the money then I could come back to the bank who would then try to help. I raised a dispute via PayPal last night, and this morning called their limitations team to ask for more information and to get a fast resolution as it was a lot of money. To be fair to PayPal, the customer service agent was very helpful and was able to confirm during the call that my case was closed in my favour. They have now refunded the full amount back to my account.

It turns out that Airbnb was able to charge my PayPal account because they were set up as a subscription on PayPal for automatic payments, something I was not aware of and something not made especially clear on their website. Given that someone else had a very similar problem only three days ago this is obviously not a one-off instance. Someone is accessing accounts without permission – both guests and hosts – in order to steal money. Something needs to be done about this, as it is fraud.