I issued a refund to the guest according to instructions on the Airbnb website. It was more than the amount Airnb originally charged. Airbnb gave the guest the amount they calculated as the refund I owed as well as the amount that I refunded. Trying to resolve this is a nightmare. I have called and been disconnected or hung up on twice. Even though I gave my phone number for the second call, they never called back. I did finally get an email several days later saying that I had made a mistake, not them. When responding to that, my email was kicked back saying the ticket was closed. I have never worked with a company so intent on avoiding customer service.
I’m searching how can I get a live and not automatic reply to the problem my parents encountered during their last visit to Barcelona. My parents’ English is not good enough for written communication so I’m writing on their behalf. My parents booked an apartment via Airbnb from my mom’s profile. They wanted a Russian-speaking host in order to overcome any language barrier. The host’s name was Olga. Unfortunately, there is no possibility of leaving a review on her page, for a reason… It is very important to me that this post gets the notice of Airbnb so that they may remove the host from Airbnb and other people won’t experience the same problems we did.
This host is a thief. When my parents arrived in Barcelona, they contacted Olga and she told them she was a realtor and not the owner of the flat. The flat owner, Ivan, should provide them the key. She told them she was not in Barcelona now and could not meet them. My parents tried to contact Ivan with no success for a few hours. My parents are in their mid 60’s – not a young couple – and this was very stressful for them. To find themselves in the middle of Barcelona with no place to stay, in addition to the fact they do not know Spanish and their English is very poor. After understanding that they were deceived on Airbnb (the website that we use a lot while traveling and usually are very satisfied with it) they had no other option but to just book a room in the hotel just next to the host’s apartment since they didn’t feel well and were very tired.
From the next day they found a cheaper hotel and booked there for the rest of their stay. We find it unacceptable to not have an opportunity to get in touch with someone at Airbnb and all the system provides is automatic replies. I asked Airbnb to contact us and to refund the difference between the booking and the hotel price (both hotels were the most simple ones). I have all the needed receipts and some Whatsapp conversations with the host and the owner of the flat. There were also lots of calls that were of course not recorded, unfortunately. I’m waiting for someone at Airbnb to please contact me asap.
I booked a four-night stay in August for a listing in Provincetown, MA back in February. At first, Airbnb charged my credit card twice for the large amount (almost 2000 USD) and then told me I had to wait five days for a refund. After speaking with about 234 representatives and supervisors, I got my refund and a whopping $50 credit (…thanks). Fast forward to a few weeks ago, the host (Ned) decided to attempt to increase the rate by $400. When we spoke with Airbnb, they said they would negotiate with him. They said he would change it to $200 increase and Airbnb would cover half. It was still a scam, but I didn’t think it was worth the fight. Then he cancelled the reservation entirely. I have been waiting for my refund for 2.5 weeks now and Airbnb is trying to say that I already received payment since they refunded the second charge. I now have a formal investigation through my credit card company to get my refund. It’s been a headache. Never book with Airbnb – it’s a joke. And the supervisors and case managers are flat-out liars. Once I get the refund, my account will be cancelled.
Where should I start? First, the listing stated the apartment had four bedrooms; it actually had three bedrooms and a couch in the living room. The pictures were not very accurate; the apartment was a lot older looking than what I expected. Those are just the minor issues. The major problems came into play when the host started accusing my guest and I of smoking and drinking on the premises. I explained to him that no one in my group smokes. Our host had the handyman on the premises spying on us. I just thought it was some weird old man walking around fixing things but no, my host told us someone complained about too much luggage being brought into the apartment. Then he would call all hours of the morning to threaten to cancel my stay if I have more than three guests in the house at once.
Once I asked the host if there was anything we could work out for the fourth person. He told me to get another Airbnb or hotel. So after spending money booking through Airbnb I booked an extra hotel room for one extra guest. He still called me the next day telling me my trip has been cancelled and if I don’t pack up he will call the cops. He also kept reminding me how small of an Airbnb I rented and how he wasn’t going to waste time explaining things over and over. I told him to call the authorities so they could hear my side of this story but of course that was all a bluff.
After exchanging texts and our choice of words over the phone, I simply packed up our belongings and finished our trip in a hotel. I am currently asking for a refund and I won’t stop until my case is further looked into. I don’t want to pull the race card but I really couldn’t think of any other reason he treated us this way. I travel a lot and I have used Airbnb before and we have never experienced anything like this. When all this was happening I was looking over the cancellation policy and it highly favors the host.
I will never stand for this treatment, not when I spent my hard-earned money. I will take every step I need to until something is done because this is unacceptable. I have contacted the Airbnb corporate office because nothing can be handled through the website; all they do is email and send you their terms. I promise I couldn’t make all this up if I wanted to. I am a very easy going young man but I will not be taken advantage of. I hope this review is seen by the right people. I have attached receipts and a confirmation showing I booked another hotel to avoid any further issues for the next two night. My trip was from April 27-30, but I only stayed one night at my Airbnb before I was kicked out. I will not stop until I am refunded.
I used Airbnb for the first time last month when visiting a friend in Kampala. I chose a nice private place not far from their house. Airbnb took the money from my account immediately after the host approved. After contacting the host, he told me the house I wanted wasn’t available and there was a similar one not too far from there. When I got there I hated the place; it was horrible and not even remotely close to the original one. I asked him for a refund, which he sent via Airbnb and I even received an email for them stating that I would receive the money within 5-7 working days. It has been two months. They aren’t responding to any of my emails which I have persistently sent. I won’t give up until I get my refund.
The guests checked in at 3:00 PM. At 8:40 PM they sent me a text complaining about seeing a cockroach in a 70-year-old beach house in Hawaii. I did not see it until 10:00 PM, so I planned to respond in the morning. I woke up at 5:20 AM to find an email from Airbnb stating I had until 5:40 AM to respond. I wrote them back immediately and at 5:50 AM I received another email saying the guest had been refunded completely for their booking: $3,600.
I disputed it and contacted Airbnb immediately. After a day of them ‘investigating’ it and getting staged photos from the guests showing the house was not clean I was sent an email with a link to their refund policy. Nothing. These guests and Airbnb just ripped me off. I will never use them again. They do not look after the host of a property. Stay away from Airbnb.
We asked for an early check in and our host said it would be fine at least three days before check in. As we were driving she asked for an estimate as to what time we’d arrive because her previous guests asked for a late check out. We arrived about an hour before check in to drop our luggage and leave. That’s when we heard a key enter the lock to the outer door and a man walked in, said “sorry,” and disappeared. We were scared as he opened the door with a key and then was gone when we went out to ask him who he was. So we immediately left and called Airbnb to say we were uncomfortable and wanted to leave with our money back. They said they had to speak with the host and figure out the whole story. At that point we had been driving around for about an hour in another country with all of our stuff in the car, having nowhere to go. They called back saying they were having trouble getting in touch with her and that we should try to go grab something to eat. As we’re eating (now about two hours after the incident) the customer service representative called saying that it was “probably” just the cleaning guy and that we shouldn’t worry and to just go back to the place. No one could tell us definitively that it was a cleaning guy, but it probably was. For all we knew it could’ve been the previous guest who still had a copy of the key and could come in at any time during our three-day stay.
After being hung up on twice and being on hold for about two hours they also said they couldn’t give us a refund; only the host could. We tried to get in touch with her and she said to “go ahead and cancel” to which I replied: “Will we get our money back?” She didn’t reply for another five hours. Airbnb refused to help us, saying they needed to protect their host and they couldn’t take her money as it couldn’t be proven we were in any immediate danger. No one cared that we were not safe and felt uncomfortable and had to barricade the door with the couch just to feel safe; they had to protect their host. To top it all off, after we returned home the host sent an email requesting money saying we checked in early and wasted her time because she was on the phone with Airbnb for 39 minutes. She wasted the entire first day of our vacation and she wants to be compensated. Absolutely the worst customer service I have ever dealt with.
This isn’t terrible, but I feel like a lot of people are probably getting ripped off right now without realizing it. I booked a place that was covered under the 100% refundable policy. This policy clearly states service fees are refundable up to 24 hours before your trip, and the Airbnb refund policy in general says service fees are refundable for guests up to three times a year. See the attached pictures, screenshots from the Airbnb website. When I cancelled and requested a refund, it was not automatically given. After drilling down through multiple levels of their help center clearly intended to prevent you from talking to anyone, I finally go to chat with someone. He told me it was against Airbnb’s policy to refund service fees, but he would do me a ‘favor’ this once because I had booked another place. I thanked him for the refund, but afterwards I pointed out that it said in two places that the fee was refundable. He said, “That’s right, our service fees are not refundable” along with some other wholesome crap about Airbnb being a community. At that point, I moved from classifying customer service representatives as humans to examples of a failed Turing test, and I just hope their developers look at this and at the very least clarify their policy.
We booked an apartment on the morning of April 12th after having confirmed with the host for an early check-in time as was allowed in the Airbnb rules. The host confirmed and said it was fine. We left the previous apartment where we had been staying and reached the given address. Then we contacted the host for the keys and he didn’t reply. He started saying he could not let us into the apartment before 6:00 PM; we reached the apartment at 10:45 AM. We started beseeching him, saying that we had only left the previous apartment because he confirmed with us… now he starts saying he couldn’t check us in before 6:00 PM?
It was really unfair when we booked the apartment and then someone says it is not possible. After an hour-long discussion with the host I said I would be cancelling the booking as it was not possible for us to wait till 6:00 PM with family and luggage. He messaged me by asking where we were. I told him we were waiting at his door step, which was unfair. Then he refused to give a refund and started saying that he would offer a 50% discount. I said I didn’t even have the keys yet… how could he deduct the amount? It was because of his own rules.
I would welcome any suggestions as I have requested a full refund. The host has not been replying anymore. We were not able to cancel our booking, so we didn’t get a room in Paris that day, just roamed from one hotel to another because of this incident. At night we got an apartment from booking.com and then I cancelled my Airbnb booking. I had a talk with the host to refund 50% of the cost, which has still not been done yet. I’ve attached screenshots of the messages. I don’t want to lose this money. This has made me lose trust in booking from Airbnb.
Tonight I will have to spend the night in the streets of Prague because of an irresponsible hostess. Five weeks ago I booked an apartment in Prague through Airbnb for me and my two friends. Although the hostess has cancelled reservations for other people a couple of times before, I decided to take the risk because the place and the price were excellent; however, this was a huge mistake. This woman sent me a message the night before my arrival (yesterday) telling me that she couldn’t accommodate us because she was apparently sick. It was terrible for me, of course. I told her to cancel so that, at least, I could receive a complete refund, but she didn’t. She alleged that she couldn’t do it but then she asked me for my bank account number to transfer my money back to my account plus some compensation. The whole day has passed and she hasn’t done a thing. I need Airbnb to give me a refund as soon as possible, though that is not going to fix our situation right now, at least I will get back my money.