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.
I have been a host in Kobe, Japan for several years with Airbnb and as a Superhost, I had many satisfied guests and enjoyed very decent reviews. Around mid-January this year, Airbnb sent me a notice to do a verification of my account, threatening to block payouts if I did not complete it before February 4th.
I immediately sought out help from Airbnb support staff who walked me through the entire process and helped me fill in the form until the support staff himself was 100% satisfied that everything was in perfect order. He also confirmed clearly that any payout would not be blocked as the verification process was successful.
Below is proof of that chat where he congratulated me and confirmed that the payouts would not be blocked at all. I received a booking for 220,000 Japanese yen for check-in on February 11 and check-out on February 27th (a 17-day booking) with a specified payout date to me for February 13th. Today is February 17th and the nightmare I am facing is already four days into the process of dealing with the most incompetent so-called case managers and support staff.
The experience I am having in trying to collect my money is abusive, and nothing short of real torture as they are all behaving like thugs sitting on my money illegally and giving me the royal run around while whistling Sweet Dixie. No host should ever have to be subjected to this kind of torture I am facing just to try and collect what is rightfully due to me.
This kind of behavior from Airbnb usually comes as a prelude to bankruptcy. I am alerting all hosts to please be cautious because the tactics Airbnb are using here to rob me of my money are nothing short of gangster ones. I have no idea when I will see my money, I have no idea when my nightmare for chasing for my payout will stop, and I have no idea of what options I have.
I am reaching out to all the hosts reading this to please share your experiences with me if it can help me get what is due to me from these thugs. The guest from this payout is still staying in my property and Airbnb is threatening that if I use the option I suggest, i.e. ask the guest to cancel her reservation with Airbnb and demand a refund as I will waive all cancellation fees, to pay me directly, then they will penalize me for trying to deal directly with the guest and bypassing them.
The guest is still staying in the property until February 27th. I do have time to seek some sort of agreement with her but I don’t want to do anything to pay a hefty price later. Any advice on this matter would be highly appreciated. I just want to warn all hosts now and in the future to be totally aware of these gangster tactics by Airbnb to sit on your money whenever they feel like it, as if they have a right to take your funds. This is tantamount to stealing. Please be careful not to get trapped as I have been.
Right now I don’t know what more torture I have to endure from these thugs and their team of the most incompetent staff on the planet. I keep banging my head against the wall trying to recover my money from them. Any advice or helpful comments would be highly appreciated.
I’m not a frequent Airbnb user, but it has always been a good experience for some years now. Recently, Airbnb requested some real identification and asked for a copy of my passport. No problem, I can understand about that kind of request. It may even be some improvement to avoid scams or other abuse.
However, Airbnb then asked for verification with a live image of mine. I tried. I tried ten times with the app. I could take a selfie with the app, but then I just dropped back to the home page of the app. There was no kind of confirmation whether this image was received, and obviously it never was.
In parallel I tried to contact Airbnb support. They always wanted to walk me through the confirmation process. I did three times and it never worked. I asked to escalate this problem to someone who could find another solution. They walked me through the process again.
They asked me to install Airbnb on another phone. I did. Now the app asked for a confirmation code, which I received on my own phone. Again, that’s a reasonable request, but the second app did not give me any option where to enter this four-digit code which I had received.
I’m still in identification hell. I tried to book two different accommodations several times. After 12 hours this reservation will be deleted automatically since I still lack proper identification. You might guess that there should be any kind of bypass for the support team to accept any other kind of identification, but there is nothing else they claim they can do.
Broken app which has never been properly tested? Broken support, who can not help you at all? Unfortunately, there’s not much alternative to Airbnb nowadays (in Germany), other than ordinary hotels and booking.com.
I am three days into a four-month trip to Peru. This is with three reservations via Airbnb of one, one, and two months. For whatever reason (I entered a wrong password, am trying to sign-in from Peru, am using my new laptop) the Airbnb site is asking in a pop-up to send me a verification code.
It offers just two options: in a text message to my phone or in a call to my phone. My phone does not work in Peru so I have no way to receive the verification code. I have called the toll-free number a couple times now. The wait time has been short and the person on the other end appears to be trying to be helpful but today I was told it was given to a case worker and there were none available. BS?
I suggested there was a bug in the website in that it was only showing those two unworkable options. She said there was no bug. BS? I suggested that if that was by design that a traveler was required to carry a US-working phone with them when traveling (and there was no way for the help center to intervene) then that was a very bad design and that designer should be fired.
Everybody I’ve talked to in the help center seems to agree this is stupid but nobody can do anything about it. Airbnb needs to get some better developers.
I have been a Superhost for more than three years. I recently started to require all guests to provide a digital copy (picture via Airbnb message thread or text message) of their government-issued photo ID before check-in details are sent to them. This is for our security as hosts in case anything happens, and we need to file a small claim or lawsuit to recover for damages, fees, etc.
The requirement is disclosed in the house rules. We, as hosts, know Airbnb does not honor their one million dollar host guarantee. I called Airbnb to assist with reaching out to a particular guest who was having issues with sending their ID. The first Airbnb rep claimed that it is against their terms and conditions for guests to provide this information to the host. I told the Airbnb rep she was incorrect because I’ve done this for months and a prior Airbnb rep assisted me with this same situation for another reservation.
Long story short, I called a total of six times and four Airbnb reps says it was against their terms and conditions. Meanwhile, two said the request was alright if it was disclosed in the house rules. I requested to speak with an Airbnb case manager, and the four Airbnb reps who made the false claims about the terms and conditions would not transfer me to a case manager.
If it is true Airbnb does not allow hosts to obtain a government-issued photo ID from the guests, even when it is disclosed in the house rules, hosts have no security if anything serious arises. I would love to hear thoughts from other hosts and guests.
I’ve never been able to use Airbnb. The first time I installed the app I was asked for a picture, driver’s license and credit card. I submitted everything, but I never received an approval nor an email, nothing. Since this was some months after Hurricane Maria devastated Puerto Rico (2017) and we were surviving with the Google Loons, I thought that it was the lack of a good internet connection and forgot about it.
A year ago, November 2018, I wanted a place for a surfing trip. To my surprise all my information was in the Airbnb account: my ID checked, my profile with a picture, my Amex approved as payment method, all cool. When I tried to reserve something, I wasn’t able to do because my credit card needed to be checked (again) and since I wanted a place for the next day (swells don’t wait) I forgot about Airbnb.
In the last couple of weeks (October 2019) I started looking for places to stay during a surfing competition. All my information was there on my profile, and when I tried to reserve a place I wasn’t able to. The message from Airbnb was that my card needed to be verified. I agreed for some debits to be made to my credit card to confirm.
I had been a front desk and reservations agent for Hilton and Hyatt. This was kind of a strange procedure, but I decided to wait for the approval. I started receiving emails, text messages, and messages in the account inbox on the Airbnb app, all messages pressuring me to reserve, the property owner greeted me, but guess what?
I wasn’t able to reserve anything. Now they were asking for a picture of my credit card statement. “No way,” I said to myself. I kept receiving messages from them the whole night.
The next morning I had notices to reserve because I had a pre-approval from the owner while they verified my Amex. I tried to book, and once again I wasn’t able because they needed a picture of a recent credit card statement. Nervously to the maximum extreme, I took the picture and sent it.
A couple of hours later I received an email message through the app and a text message to hurry and book because I had been approved and verified and the property was being held for me for a couple hours more. But as you can imagine already, I wasn’t able to book. Now the nightmare begins.
I decide to review all the messages before contacting the help center and all the messages on the app were gone. My credit card information, gone. I wrote the help center and when they answered hours later it seemed that they thought I was hallucinating or something. They told me they were transferring the situation to customer service (the chat with him was customer service).
I explained the situation over and over to different customer service representatives who contacted me. My main concern was what happened to the information I was providing them. Had I been scammed? Was this procedure normal each time that you tried to book? They wrote me back each time: “Enter your credit card information on your account and wait for it to be verified.”
I couldn’t believe it. Were they morons? I breathed and breathed each time I answered back to be polite and well mannered and to restrain myself from saying what I just said. I even asked if I was talking to a computer. I wrote that I wanted to communicate with a supervisor. I was feeling very angry because I thought he was making fun of me for being a middle-aged Hispanic woman.
I was completely ignored now. I told them I would report them to Consumer Affairs. I was feeling like a freak. I couldn’t believed what happened. Was I overreacting? I took screenshots of this last conversation before they disappeared again.
Looking for their corporate information and willing to even write a classic certified letter, I found this blog. Now I know I’m not a freak. Airbnb customer service is the most inefficient, disrespectful and inconsiderate that I’ve ever seen.
In September 2019 I completed all of the required signup processes (including a copy of my driver’s license). I booked my first stay in an Airbnb property an was promptly contacted to setup linen service and cleaning service. All good… yeah, right.
Three to four days later, I received an email stating my reservation had been cancelled. I promptly attempted to log into the site to get any details of why the reservation was cancelled only to find my account had been suspended. I emailed the customer support team and the only information they would provide was that my claim was under review.
At this point, I was done with Airbnb. I made my reservations through the exact same rental company that was involved in my Airbnb effort and moved on. I enjoyed my four-day weekend at a different property.
Fast forward to October 23rd (over a month since my customer support claim/ticket was submitted). I received an email that I could dispute the finding of their consumer report. What?
I logged into the site they provided. It seems that I was linked to a guy in Arkansas with a laundry list of misdemeanor and felony convictions (same first and last name, same birthday, but different state and race). Remember I provided my driver’s license during signup? Anyway, I’m not using their service. I sent an email to Brian Chesky, but doubt I will get a response. We have better options.
All my reservations were cancelled by Airbnb this morning. A guest who is a bride who booked for her groomsmen contacted me first. She was not happy or calm, but kind. My account is locked and under review, and a phone call revealed “it has already been escalated as Urgent to the Trust Team.” Does urgent mean I should expect a call or email in 24 to 48 hours?
What happened? They won’t tell me what they are investigating but before I was locked out completely here were the error messages I received: we notice you are logging in from a new device (not true, but I updated my cell carrier data settings in preparation for travel to prevent roaming charges).
They also asked me to verify my personal information; my birthdate was listed as 2007. Likely their software prevents 12-year-olds from hosting. I changed and corrected it, but am certain it was never listed that way. With Airbnb’s secret number in hand I called, but am in the urgent purgatory for 24-48 hours. I did get a case number, but that’s it.
This is not a guest or host or neighbor story, but those are the only categories. In July 2019, I opened an Airbnb account. Airbnb’s unprofessional and disorganized conduct led me to cancel my account within about 24 hours of opening it. Airbnb’s response was that it was permitted to continue to maintain and use my data, even if my account was closed.
I asked Airbnb to show me the contract language that allowed that. Airbnb failed and refused to do so. After a long message thread over several days, Airbnb referred me to their “Airbnb Community” department. He said he would follow the privacy protection laws, but only if I would send additional private data, to “verify” my identity. Airbnb claimed it did not copy my personal information, but has refused to tell me whether, and to whom, Airbnb has already shared or uploaded my personal information.
Furthermore, my research indicates that in order to verify anyone’s identity in compliance with the law, a company need only verify my email address. I’ve asked Airbnb to refer me to the authority on which it relies to demand even more personal data before erasing my personal data, and it has wholly failed to respond.
This is only a summary of the details. I have reported this to the FTC, the California BBB, the GDPR in the EU (I am a US and Canadian citizen with residency in Italy), Complaintsboard.com, and to a writer for The Washington Post. If anyone has any suggestions on any other agencies who would be interested in this problem, please post them.
My Airbnb was cancelled within six hours. In December 2018 I booked an apartment in Corfu City for August 2019. Half of the fee had already been paid in advance (so far, standard procedure).
On July 27th at 7:00 PM an email arrived in my account. Airbnb sent a message telling me I had 72 hours to update my payment modalities since the transaction of the remaining fee hadn’t gone through. Further down in the email Airbnb let me know I had until the next day – the 28th – otherwise my booking would be cancelled. What was it? 24 hours or 72 hours to update the account? A discrepancy in itself.
The second email I found arrived only six hours later at 2:00 in the morning telling me my booking had been cancelled and a refund had been made to my account. Airbnb kept a cancellation fee of 48.77 Euro. I found those emails the evening of 28th (I am on vacation after all, and not checking my email every five hours).
We were already on Corfu island, a very uncomfortable situation to suddenly find ourselves without accommodation the upcoming weekend. I had to get in touch with the host immediately. Our host was extremely nice and helped us activate the booking again. Now I wonder – whatever happened to my 48 Euro? I have already written to Airbnb, but no one has gotten in touch with me so far.
I wonder if this happens often? A long standing booking cancelled by Airbnb within six hours? Not even being given a chance to update the payment modalities before cancellation? The cancellation fee mysteriously vanishing? No further information by Airbnb provided? Everything left for the guest and the host to be figured out (which was a tedious procedure and I am still ending up paying more)? I am very disappointed in Airbnb. Next time I will find accommodation through other platforms.