15 Reasons Airbnb’s Customer Service Sucks! + How to Contact Them

Updated on March 14, 2019 by Asher Fergusson

Airbnb’s customer service is… terrible.

The recent string of big Airbnb news stories regarding injuries, murders, sexual assault, discrimination, and other woeful goings-on seems to indicate a company scrambling to keep up with its own growth, and one of the many results of that is a poor support system for its customers.

Our recent Airbnb guest horror story research study showed that 82% of the guests who had a problem with Airbnb said customer service was a major cause of the problem.

The best toll-free phone number for calling Airbnb Customer Service is +1-855-424-7262.

Click here to expand all international Airbnb phone numbers

Country

Phone Number

United States+1-415-800-5959
United States (toll-free)+1-855-424-7262
Argentina+54 11 53 52 78 88
Australia+61 2 8520 3333
Austria+43 72 08 83 800
Brazil+55 21 3958-5800
Chile+56229380777
China+86 400-120-9157
China (shared-cost)400-716-0164
Cuba (toll-free)+1-855-424-7262
Denmark+45 89 88 20 00
France+33-184884000
Germany+49 30 30 80 83 80
Greece+30 211 1989888
Hong Kong+852 5808 8888
India (toll-free)000 800 4405 103
Ireland+353 1 697 1831
Israel+972 3 939 9977
Italy+39-06-99366533
Japan+81 3 4580 0999
Japan (toll-free)+81 800 100 1008
Kenya (toll-free)+1-855-424-7262
Malaysia+603 7724 0164
Malaysia (toll-free)1800 889 814
Mexico+52 55 41 70 43 33
Netherlands+31 20 52 22 333
New Zealand+64 4 4880 888
Norway+47 21 61 16 88
Peru+51 1 7089777
Poland+48 22 30 72 000
Portugal+351 30 880 3888
Puerto Rico+1 787 945-0222
Russia+74954658090
Russia (toll-free)88003017104
Singapore+65 6622 7306
Singapore (toll-free)1800 723 1238
South Africa (toll-free)+1-855-424-7262
South Korea+82 2 6022 2499
South Korea (toll-free)+82 808 220 230
Spain+34 91 123 45 67
Sweden+46 844 68 12 34
Switzerland+41 43 50 84 900
Taiwan+886 2 7743 2436
Taiwan (toll-free)0800 868 313
United Kingdom+44 203 318 1111

 
NOTE: If you’re having trouble getting a hold of the Airbnb customer service team you can always try Tweeting to @AirbnbHelp which we’ve heard can get a faster response because it’s in the public arena.

If you have any problem at all with your stay, contact Airbnb as soon as possible and take photos for evidence.

15 reasons why Airbnb’s service is so bad:

1) You may not get the help you need, even if it’s an emergency. Personal experience with this has shown me that they may not come through for you in your time of need. My family and I had a terrible experience with this, and we were basically left to fend for ourselves after an incident in Paris.

2) Their representatives can make you feel like they’d rather not be talking to you. When you call a support or service team, you expect them to make you feel valued and listened to, right? Unfortunately, that’s often not the way that guests report feeling after their interactions with Airbnb’s Customer Experience team.

3) They dish out canned responses left and right, but they may not actually listen or engage. Engagement with the customer is key when problem-solving, and Airbnb does a LOT of problem-solving. If a customer feels that their story is falling on deaf ears, they’ll do one of two things: escalate the issue to someone who WILL listen, or disengage entirely. In the business world, that means losing a customer.

4) They often lose track of your service tickets or close them prematurely. As most people who’ve dealt with a call center know, a service ticket is your lifeline to a solution, and it should remain open and in the right hands until it’s resolved and you have your solution. Many Airbnb customers mention the exact opposite happening.

5) When you send them photos or information, it can easily get lost in the “void”. Because of the seemingly disorganized nature of the Airbnb customer service system, it can be easy for your important, case-relevant information to become lost or misdirected. This means that the evidence you send of an incident may never reach its intended audience, or it may be delayed in its progress, leaving you waiting longer for help.

6) They don’t seem to communicate well with each other, much less their customers.
In dealing with the customer service team regarding our Paris issue, we experienced so much confusion and chaos in communications that it was hard to keep track of who was working on our problem, whom to contact, and how soon we could expect a resolution. The chaos caused us a lot of trouble, and online reviews left by guests have told us that we’re not the only ones who have experienced this problem.

7) They tend to blame the customer for problems and don’t always accept appropriate responsibility as a company. No, the customer is NOT always right, but they’re also not the one to blame for problems outside of their control – especially those caused by the company’s platform, policies, or technology. And even if the customer does share the responsibility for the issue, they’re contacting customer service for help, so HELP THEM.

8) Many representatives don’t even know how the website and mobile app work on a basic level. If you provide support for a service or product, it would seem like a basic job requirement for you to understand the ins and outs of that product and/or platform. I’m not asking for programmers and tech-wizards, here. I’m asking for the people I am directed to call regarding questions about the use of their site to be able to answer those questions.

9) There’s a chance you’ll be hung up on, and it might be on purpose. Many users of the Airbnb site complain that they’ve been hung up on. Even one deliberate hang-up-on incident is too many, but users complain about this issue too frequently.

10) You’re likely to be dealing with a person who’s so burnt out that their attitude is permanently bad. Any high-volume customer service team is going to experience burnout – that’s just how it goes in call centers. The first trick is to ensure that your staff is empowered to make decisions and take breaks so that they don’t get so burnt out that they can’t control their tone and reactions. The second trick is to have an effective support system for customer service team members so that they feel like someone has their back. Airbnb may lack this, based on guest’s comments regarding their call center team experiences. Burnout is a mood-killer, but it’s not okay for even the most exhausted, in-demand customer service agent to lash out at a customer.

11) They regularly make promises that they don’t keep. Complaints of this nature range from guests saying they were promised a full refund and got $0, to guests saying they were promised that Airbnb would find a suitable alternative accommodation and then left guests to fend for themselves either with or without their money back in time to find a new place to stay. When you’re dealing with huge sums of money (bookings can cost thousands of dollars) that have to be paid up-front, it’d be best to have a system in place whereby refunds can be issued right away when necessary. In the customer service world, it’s also pretty crucial to keep promises made to customers…

If you want to know what happened to us with Airbnb in September 2017, watch this video. I show how we never received a full refund for our place that was completely moldy and we only there for 30 mins.

12) Even if you comply with their terms of service and evidence requirements,
you may never get a refund.
It’s hard to say how often this happens, but some people never end up receiving a refund they are entitled to. Even if a guest’s situation and evidence are squarely within Airbnb’s published policies, a refund may not be granted, and the guest may never be given an explanation as to why.

13) There doesn’t seem to be an escalation process. This goes hand-in-hand with a well-supported customer service team. In order for representatives to be able to effectively make decisions and assist customers, any service team MUST have a black-and-white escalation procedure that allows for rare exceptions. There have to be standards in place which are followed the same way every time (within realistic expectations), and there have to be superiors available to make decisions when an urgent matter arises – especially since “urgent matter” in Airbnb world may mean a dangerous situation!

14) Even if you are told you’re getting a refund, you may have to fight tooth-and-nail to get it, and it can take weeks or even months to get. I think we’ve established pretty clearly that the refund system isn’t a very reliable one, don’t you? We still haven’t gotten our full refund after months of communications with Airbnb.

15) Their policies seem to be set up to make them money, and it may be unfairly at your expense. Of course companies strive to make money – how else could they function? The problem arises when policies are only followed when it’s convenient for the company, or when those policies are written to unfairly favor the company. Many of Airbnb’s policies clearly give the company leeway to keep funds when they probably shouldn’t, and charge conversion and other fees when it may not be practical or necessary.

The bottom line is this: in customer service, the golden rule is that “customers will always remember the way you make them feel,” and that should be the guiding principle on which service standards are based. If so many interactions with Airbnb’s Customer Experience Specialists fail to meet objectives, leave the customer in a worse position than they were in before, or leave the customer feeling demoralized, then the company as a whole will be viewed that way.

Below is a TV interview I did with the popular CBC consumer affairs show called, Marketplace. I was brought onto the show as one of the travel experts to talk about my Airbnb research study. While the show doesn’t go that much into customer service issues it does highlight how getting publicity can be the best way to get some resolution with Airbnb. In this case, the guy who got cancelled last minute in Mexico was given over $6000 in compensation from Airbnb!

Please note: while the “15 reasons why Airbnb customer service sucks” are drawn from our own experiences and those of many reviewers who post their stories on online forums, these may not be the experiences of every customer. Customer service is one of the top complaints when guests describe their opinion of Airbnb, but not all guests have these or any problems. Our advice: use the platform at your own discretion.

Share your Airbnb customer service experience below! 🙂

115 Comments on “15 Reasons Airbnb’s Customer Service Sucks! + How to Contact Them

  1. I just call their shitty customer service number to find out how close a place was before I booked it and got nothing but a dam run around and they will not let you speak to a manager …..They are all are a scam and rip off and are not there to help at all. If you do not get your money back call your credit card and file a small claims and they have to show up or else!

    • I just contacted customer service too, after unsuccessfully searching in their online Help forum for a resolution to a website issue. I felt that the agent could either not understand what I was saying or was not listening at all. I asked to talk to someone else and was ignored. He just kept asking questions totally unrelated to my issue. I said I was trying to plan a trip and my dates kept disappearing from the search. Who is the host?”, he asked. I don’t have a host, I’m trying to plan a trip. I want to save the dates as I search.” He replies, “If the dates disappear it’s because the house is not available.” “No.” I say. “I’m still Searching, and your website won’t save my preferred dates as I search. I want to save my trip dates and filters. I want to create a new trip with new dates. How can I do that?” “Who is the host?” he asks.” OMG. “Can I talk to someone else?” I say. . . and so on until I hang up. I’m so disappointed because I feel like I can’t use AirBnb anymore because I won’t deal with an organization that does not provide customer service. I quit using VRBO for the same reason. I’ve used AirBnb often in the past, but I guess I’m done. And I can’t even tell them. There is no contact. The link that says “Contact Us” is a loop that keeps taking me back to my last host, like I need to contact him for some reason.

      • I am having the same issues. Their website only has one option and that is to contact the host who can not answer questions. They refer you back to Airbnb. My issue is simple. I already paid half and want to pay the rest before we get there in June. They keep responding saying if I want to pay now (I didn’t say NOW I said before June) that they would need the last 4 digits on my card. The emails I get from them have a reply tab but under that tab is a disclaimer saying do not reply to this email because Airbnb will not get it. ???????????? Their service should be free seeing as how hard you have to work to straighten out their mess.

        • In addition to the owner stretching the truth about the boats condition.  There is or was only one way to get to the boat and that was by the owner giving you a ride in a Dinghy. There were no “One Of Our Dinghy’s”  also the boat smelled so bad of fumes from the engine, diesel fuel it made us sick.
           
          They should ban this boat until his facts can be physically checked. He agreed to a full refund before we left for shore. The boat was not docked or even anchored in the harbor that is listed

          I have filed fraud charges with VISA – I will get my money back

        • The comments on this whole post have been so painful to read. If you’re using a desktop, click Terms, Privacy, Currency & More. Click “Help” and then click “Contact Us”.

          The agent probably wanted the last four digits of your card to verify who they were speaking to because they can’t help you otherwise for security reasons. The payments are system automated and they can’t process the second payment earlier.

          A lot of this shit is just based on ignorance of how Airbnb and vacation rentals by owners work and an inability to successfully navigate a website or learn how to do things yourself.

          I mean, here’s what a quick search found for your issue: https://www.airbnb.com/help/article/2143/. A help center article that states the second part is charged automatically, which is a pretty good indicator that it can’t be charged manually.

          • Amen to that brother. So much stupidity to be read in this comment section.

      • Its ridiculous. I’m trying not to go off. I was discriminated. Hung up on. Acting like they can’t hear me . Pitiful. I need a number of one who cares.

    • I had terrible service. I lost my phone and somehow all my bookings were lost. I rang airbnb so unhelpful. They said I must have booked with a different email. I gave the two I always use
      Work and home. I don’t do Facebook. No they said even though I could see the booking on my card account.
      So very unhelpful

    • As a host of a cabin for rent through Airbnb, please know that you can contact the property owner/host and ask questions (such as proximity, accommodations, near-by attractions, etc.) before you actually book a reservation. If the property has a “Super Host” status, that also entails a quick response (less than 24 hours) for all inquiries. Besides, the owner/host is more familiar with the area and its specifics than customer service. We are happy to give accurate information to our potential guests on a regular basis. Please don’t give up on all of us for a few bad apples.

      • I have booked a stay for a one bedroom in Oakland ca should i trust it?

    • In addition to the owner stretching the truth about the boats condition.  There is or was only one way to get to the boat and that was by the owner giving you a ride in a Dinghy. There were no “One Of Our Dinghy’s”  also the boat smelled so bad of fumes from the engine, diesel fuel it made us sick.
       
      They should ban this boat until his facts can be physically checked. He agreed to a full refund before we left for shore. The boat was not docked or even anchored in the harbor that is listed

      I have filed fraud charges with VISA – I will get my money back

    • After listing a month ago I was 1/2 full 3 months out and canceled do to a clerical error with my neighbors info (STR) in my own registration. First off I dont know what STR is, secondly I dont know a neighbor’s STR. 10 guests are upset. After being promised 10 times that Airbnb will escalate this and call me, Airbnb has done neither. My guests, some returning friends, are outside standing in the cold. Airbnb is making me look very badly right now. Somebody could at least call me to clarify what’s happening.

    • GDPR prevents that.

      Use your fucking brain before you post garbage.

  2. Pam, you need to contact the host, not customer service for inquiries about a property’s location. If you book, will you call customer service if you don’t have enough towels too?

    It seems some people don’t even understand how Airbnb works. It’s NOT a hotel.

    • Wow, I PHOTO SHOT THIS RESPNSE WHAT A SMART ASS…THIS IS WHAT YOU GET WHEN YOU REACH OUT TO THEM….THEY TALK ABOUT US. NO I DO NOT CALL ABOUT TOWELS SMART ASS…..WE ARE LUCKY IF WE GET A PERSON THAT SPEAKS GOOD ENGLISH…..DAH!

    • Well Pamela. My experience so far tells me Airbnb works very poorly. Their website is very user unfriendly. Their customer support is subpar to say the least and if you are a representative of the company your rudeness says it all.
      Whatever happened to courtesy? If you are in fact an employee of Airbnb you get paid to help people with their problems. If you aren’t you ought to get a life.Either I’m sure Airbnb would appreciate you keeping your opinions to yourself.

  3. I booked an AirBNB “experience” which was a guided tour several weeks in advance but the following day I decided to cancel it. AirBNB did not refund me, I believe because the trip was within 30 days. I reached out to the host directly and he said he’d be happy to refund me but that unlike homes that are listed, he cannot refund directly to the customer. He advised that I reach out to AirBNB. Fast forward I have been calling and messaging them daily with no response. They have literally stopped responding to my messages at this point. I was hung up on by two separate representatives while on hold to be transferred to the “right department.” I am spending hours at a time trying to get this resolved and I’m losing hope I’ll ever get my money back. I threw a fit and spoke with a supervisor who promised someone would contact me by the end of the day. I will never use AirBNB again.

    • Hi Winnie

      I’m sorry to hear you’re also having such a horrible customer service experience.

      You can always try contacting you credit card company to do a chargeback in order to get your refund.

      All the best,

      Asher.

      • Greg– Please do us all a favor and shut the fuck up.
        Thanks,
        Everyone

  4. Been using them since 2011 until this year without problems. Suddenly this year one problem started occurring after the other. We were charged extra at arrival otherwise no access to the place. Airbnb told us we should have not paid again but what are the options if the host does not let you in otherwise. We never saw this money again. Not very nice to pay twice the amount that was planned for Airbnb accommodation. Customer service was a completely useless. Then in France Cannes we had the worth experience ever. The place was a complete scam and we were promised a refund. Its exactly as you described. Lots of promises from Airbnb but no action. We are still waiting for refund. The host was a complete bullshit lying on his listing and in the end lying on the review, making up a story, saying we were steeling from the apartment etc. Airbnb does not care and says they don’t delete such review. It seems that they have no internist to deal with customer issues. All they want is your money and more money. They need to improve customer service big time! Looks like their service system has not been designed for their use case.

    • So sorry to hear it, Eric!

      Yes, it’s so unfortunate when a great idea like Airbnb gets ruined by their blind pursuit of profits. But I wonder how they see themselves succeeding long term if they treat loyal customer like us so bad!? I was a regular user since 2012 but now will never use them again after what happened to us with their sh!tty customer service…

      Like I’ve mentioned, it seems the best way to deal with them is to get the credit card company involved so that you can get a chargeback without wasting your time with a rude customer service rep.

      All the best,

      Asher.

  5. Poor customer service. Called to make a complaint against a host. Was hung up on. Difficulty understanding the representative. Poor communication line as airbnb must be going the cheap route for telecommunications services using VOIP or the Internet for phone calls. Lots of noise on line. Ineffective representative unable to solve my issue in a timely manner.

    • I will Never use airbb again. I had a terrible experience with the host who lied to them showed no compassion when i was

      • When i was injured not in her house but needed a bit of help while i stayed there. I have a pending lawsuit when i fell and the hodt defamed me on airbb. They did nothing to delete the review but pass it on to many csr. Nothing done. Money making uncaring comp that should be out of business. I see a class action suit against them

  6. Future hosts beware they have Horrible customer service and will not work with you to take care of issues that arise!
    Currently been on hold with them as I write this.

  7. What about the damn language barrier? I am a host. My guest….American. I am American. We have a disagreement. The AirBNB mediator is always a foreigner with a language barrier, no understanding of the culture, and only able to recite canned responses. AirBNB is growing too fast and they are losing all kinds of control over the process. They need customer service call centers in each country so that locals can deal with locals, etc.

    • Wow – that’s a good point!

      Luckily as I guest I’ve never been transferred to a foreign call center. That sounds like a nightmare that’s been added to a nightmare. Sorry to hear it!

      I cannot see the logic of them outsourcing customer service period. And agreed, US guests and hosts should only speak to US reps.

    • every time, and they refuse to transfer you to an american call center. i am dealing with that right at the moment. this after a 13 hr day volunteering in los Angeles which is on fire!

    • I am going through this with them right now….I think i may not be sure but it not a safe system …they are using too many overseas people that do not really know how to handle anything and then take it out on us when we reach our limits on how we deal with them…I am not one to take a bunch or run around and deal with it and pay for it on top of the matter.

  8. I’ve been using airbnb since 2013, and since then I wasn’t in need to the customer service, but this time when I made a reservation in NJ, I found out that the pictures the host posted was not reflecting the reality, and he used photo shop application to enhance it.

    I called the customer services more than 10 times, and I discover that EVERY SINGLE WORD ASHER WROTE IN THIS POST WAS RIGHT.

    P.S. I talked to several agents in airbnb and they are all the same.

    • The fuck up is that they don’t pay the host but they don’t pay you back either

  9. Having read this site and all the replies I am now truly despondent. We are currently on a dream holiday to Sydney with three young daughters. We had booked an apartment which looked lovely in the photos only to find a really run down flighty apartment. We did not stay and contacted he just. St first he seemed amenable but by the morning changed his attitude and even blamed us for some of the issues! My experience of customer service so far completely fits with all of yours. The injustice is staggering. Not holding out any hope. Kind regards Phil

  10. Been a host for a couple years now. No problems. Today, mid-day EST, I have a guest trying to check-in. The website is down, the app is down, no way to communicate with the guest. Called customer service and it said more than 30 minute wait time. I selected the call-back option. 15 minutes later a computer called telling me a rep would be with me in a few minutes. Then it connected me to a recording of someone who said “we are currently undergoing systems maintenance and cannot serve your request. Please call back in 2-3 hours” and it hung up.

    Done. After this guest, I’m cancelling my account and never looking back.

  11. What do we tell the credit card company in order to get the charge back? I’m having similar issues where they promised me a refund for a week now and I haven’t received anything after 5 calls to them.

    • If you have had a legitimate problem caused by Airbnb that isn’t being resolved then call your credit card company and tell them the situation. If you mention that you believe it’s fraud then they will most likely issue a charge back and get your money returned to you within a day.

  12. It is not like they do not want to help you, but the fact is that they cannot.
    They are following a procedure. They cannot do whatever they want with the users.
    And btw.. they cannot know how the app works since they are not allowed to use phones.

    • Yeah, and it’s unbelievable how many bugs are in their app!! When I was speaking to an Airbnb customer service rep while on the streets of Paris they said I need to be using a desktop computer to make changes to my booking and it doesn’t work properly in the app. How the f*** am I supposed to use a desktop computer on the streets of Paris?!!

      How does a billion dollar business not have a fully functional app that is required to use the service when traveling?

  13. I’m disabled and have a service dog. According to Airbnb’s website a host is not allowed to refuse renting to me because of my service dog. I contacted the host informing her that I have a service dog. The host told me that no dogs are allowed. I wrote back that he is a service dog and they can’t refuse to rent to me under the Americans with Disabilities Act which is federal law. Refusing to rent to me is considered discrimination. I tried to explain this to the host in a respectful manner. The host then told me that if I kept contacting me she would report me for harassment! I have contacted Airbnb support but have not received a response.

      • Trust me it is not you they only side with their customer service which does not give a darn becuse no matter how bad it gets they still hve a job and nothing happens to them. They break all the laws of our city with where they rent out the places and they tell us abut rules on the phone no matter how we are handled …..

  14. One thing to add to the list. Threy outsource the reps to the Phillipines. Most agents are almost impossible to understand and their VOIP or whatever system they use is very bad and choppy. It truncates words and makes it even more frustrating and difficult to understand.

  15. I am a host and I had recently a guest who sneaked in another guest without paying. When discovered, I approached him three times to update his reservation to two people and make the payment for the additional guest. The guests did not pay and used tons of different excuses why they couldn’t. I contacted AirBnB support to deal with it and demanded to make the guests pay or ask them to leave. This is what their advise was:

    1) Wait another day so they might pay after all. – absolutely I did not want to wait another day as they had already stayed for more than 48 hours and were very dishonest to us.
    2) When I insisted on taking immediate actions, airbnb support labelled me aggressive and commented that airbnb might not be for me after all. They completely ignored the fact how long I had been hosting and my positive reviews.
    3) The support person said they had called the guest and based on a short conversation could tell he was genuine and lovely!

    I was appalled at how this was handled… and how the situation was turned out to blame the host to avoid dealing with this situation.

    The guest was dishonest to us and in possession of drugs. He was using them on our property.
    When it was his time to leave, we had to pay for his taxi to the train station as otherwise he was not going to leave. It was 7pm when we finally managed to make him leave our property.

    But hey! AirBnb support called him and established he was genuine and lovely :). So beware… if you get that bad guest… fend for yourself.

    • Anything you say to them they will use it against you so another words do not complain this is why it is becoming more unsafe.

  16. The worst customer service I ever experienced on the Internet at large is with Airbnb!! As a super host, all my listings got deactivated, removed from airbnb with no warning and by mistake. I tried to contact customer service but got the copy/paste useless message and then the ticket was closed before it was even resolved.

    They also once sent me a link to a google form so I could edit the registered business address. They changes were never reflected and processed, and later they deactivated my listings due to a mismatch between the legal document and the address provided. While only one listing had a mismatch, the other 2 were fine, but all got deactivated nonetheless.

    It seems like they employ people who barely look into any issue case by case and just do they job very approximately. This is absolutely terrible and irresponsible. If I could sue Airbnb now or do a class action I would. This is costing me a lot of business and also my google ranking will tank as a result of the delisting, even if they resolve this issue!

    What this makes me realise, is that no on should be naive enough to believe it’s the sharing economy, it’s a community, and it’s all super cool!! It’s juts a Silicon Valley money making machine that is focused on scaling their application to billions of users. They may put lots of money into hiring engineers, but none it seems in customer service and localised service.

    These platforms are great until you get deplatformed for no apparent reason. My advice to people, build your own website and integrate your own payment system and do some content marketing and social media marketing.. Build a brand may take a little bit of time in the long run it’s worth doing or you’ll be dependent on a terrible and untrustworthy company like airbnb, with all your good reviews and reputations gone in an instant.

    • Maybe you should fucking check shit is actually accurate before you list you absolute eejit

    • I absolutely agree. My listing was deactivated because a guest found a Red Rider BB gun in the back of a closet. My ranch in Texas had been booked all summer until the last guest reported, documented and complained. They told me that despite my success since 2015, happily hosting over 150 guests, our relationship was immediately and permanently severed. Their “policy” is that imitation weapons are treated the same as real weapons, it wasn’t secured and I hadn’t had a discussion with the guest about it. I explained that it was a toy and I had removed it but it didn’t matter.

  17. Airbnb’s customer ‘service’ is horrendous. Like nails on a chalk board dealing with them. I miss the days when they actually helped hosts and used people who actually understand the language they’re dealing – not just speak the language.

  18. I’m in the same situation right now. I booked 3 nights on Airbnb and canceled it the next day within 48 hours. They still charged me half price of 3 nights. And charged me 3 times. Get hang up on now. Still didn’t get my refund back. Should I call my bank? How can I suppose to do?

  19. I am trying to receive an individual credit to my Airbnb account after our host canceled our reservation an hour before we landed in Chicago. We were a group of 6 in our party and 3 of us including myself have been contacting Airbnb complaining about our experience. The second place we found was not close and smaller than we wanted and we still had to pay an additional $46.52 per person. After 2 hours of trying to check in we had to move units since there weren’t any keys for us and the lockbox number was incorrect. The gave a $200 credit to one of the guest after she complained and now the offered $200 to the main guest who arranged it. They are telling me I am not owed anything and are willing to give me $50 and that is the best they can do. The $200 they give one of the guests was incorrect by the case manager. I continue getting the run around from customer service and they tried banning me on Twitter. I am beyond frustrated and annoyed but I refuse to settle for $50. This was a horrible experience and 2 case managers I had are useless and rude.

  20. I’m a host and I use Airbnb when I travel

    I have until recently had good reviews Then I had the guest from hell who wrote me a bad review and asked for money back AFTER he left And then he harassed my by phone The whole way it was handled was totally unfair I am sorry I didn’t save the text messages on my phone

    Now I am in another situation with a guest who just informed me that another man not verified with my coming and I getting a really bad feeling Of course if I cancel this guest I will be penalized

  21. Reposting a post I did on a social networking site:
    Experiencing the customer hell that is @airbnb is giving me a sneak peak of what I think are deep rooted problems at the company.
    – Common sense is not used at all; often you will hear that is the policy. This is from a company existed by violating every city rule/ordinance.
    – Your safety will be taken into consideration when you ask for assistance. It is not of paramount importance.
    – Women have to be strong in advocating for their safety concerns. Two male employees of @airbnb questioning my statement that I no longer felt safe staying with the host. In both situations I had to ask to speak to someone else. They made me feel it wasn’t a safe place to address my problems.
    – When I told the male host I no longer felt safe staying at his property. I was just told to go to @airbnb. He was firm on his strict cancelation policy.
    – @airbnb expects first time users to be familiar with all the terminology and processes. If you make a mistake, well too bad.
    – When @airbnb calls, caller ID shows it’s from Cambodia which at first I thought was one of those phone scams.
    – It takes up to 48 hrs to get to a supervisor. Their supervisors seem very busy putting out other fires.
    – Waiting for a female supervisor even takes longer.
    – Be ready to be a hot potato as you are passed around like one.

  22. Here is a problem I ran into: booked a reservation a full yr in advance, then when time came for Airbnb to charge my credit card for balance 2 wks before trip I realized card they had on file was no longer valid. Called them to give new card. Was told I could only add new payment method by logging onto my acct. Problem: I apparently booked trip with old, rarely used email and now couldnt recall email address…..my fault, I agree. But customer service person would provide no help with me, told me if card they had on file was invalid my booking would be canceled and there was no way I could give them new credit card without knowing the email address. Long story short…..come up with the right email address or my trip is canceled. She did tell me she would forward problem to the support team and they would be in touch via email. You got it…..the email I can’t remember, so how could I see their response? Yes, I caused the problem by forgetting the email address, but obviously there has to be a solution other than simply canceling my booking. Fortunately, after much digging I found the email address I used, but until I came up with it Airbnb customer service was beyond useless.

  23. Left us in a cockroach infested apartment. Didn’t answer help log. Only answered when I tweeted. Answered once then stopped replying. Answered after another tweet as we abandoned our place then – surprise – dropped contact.
    Avoid

  24. I believe that AirBNB should respond to reviews and complaints that bring to their attention shortcomings in listings.
    Hosts should be updated regularly on standards in the Hospitality Industry.
    In our situation we booked a boat in Hawaii knowing that the bathroom was offsite. We found the public men’s room had a flooded floor, no door on the toilet stall or tp. The wonen’s room had a broken door to toilet stall and no tp. The boat itself was dirty and smelled. The bed only fit one normal size adult.
    We stayed one night.
    This is all acceptable with AirBNB. They do not have a functioning customer relations system. I get that they represent the Customer & Host, but there is no recourse when a listing is substandard.
    The two reps I tried to work with were dismissive and closed the tickets before resolution of the issue.
    Under Airbnb’s own policy of Trust & Safety, “ Hosts should not direct guests to use public bathrooms.”
    So far, I have gotten nowhere with them.

  25. I arrived home from a trip to find that the guest in my house had had up to 5 extra people at different times staying in my house over his 37day booking- my first morning back there was a strange Italian man on my sofa and another man in the guests room with him who told me to fuck off when I asked him to leave.
    The house was a mess and his room left in a disgusting state.A Bluetooth speaker was stolen.He did not leave his key so I had to get the locks changed
    Airbnb have pushed me from pillar to post for nearly a month in trying to resolve this case and get compensation for the extra guests during this guests month long stay in my home.
    I have explained my story over 10times on the phone – I have been referred to 4 different agents in the Trust and safety dept who repeatedly ignore my issue and close the case when it is not resolved.I have sent Over 30 emails and they will not call me back.I have had the phone hung up on me on more than one occasion.
    Airbnb customer service is a joke!

  26. The apartment we rented was not owned or rented by the host who listed it on the site. Someone else was occupying it. While I had no issues with the AirBnB agent who was forthcoming and supportive it took us nearly two hours to get someone on the phone or chat. All three travelers were trying to contact them by phone and chat. Every time the system or someone(?) hung up after 40 to 60 minutes of listening to that awful music. Basically if you have a problem you are on your own.

  27. Today was my first experience with Airbnb. After creating an account due to technological issues I could not upload a photo for verification after multiple attempts so I called their customer service. From the get go it was obvious the woman I was speaking to didn’t want to help. She kept talking while I was trying to talk and seemed to be in a hurry. Finally I got frustrated and made the comment that the process just shouldn’t be this hard. To my absolute shock she just hung up! I figured it out myself and finished and made our reservation. I feel good about the hosts from their messages and am confident in the property as we know the general area but not sure we will do this again. Customer Service is everything to me.

  28. We checked into our second place in southern Portugal three days ago. Our first experience was fantastic: the host was super communicative, and everything we were promised was in the apartment. However, when we moved to another apartment in a different town, everything changed. The host didn’t contact us on the day we were moving to let us know how to get into the apartment. We sent messages and were waiting and waiting, and then were finally contacted only minutes before we were arriving.

    Then when we got in, the place was freezing, despite “heating” being listed as one of the amenities. We couldn’t get the radiators to work and wrote to the host to ask how to turn them on, and we simply got a “Sorry, the radiators don’t work” reply. Then later, we discovered that another listed amenity, the TV, wasn’t working as well. We wrote to the hosts, and this time they didn’t reply at all.

    So yesterday morning, we contacted Airbnb support and were told by some guy with an Indian name (meaning that the call was clearly outsourced) that our case would be handled “soon.” Well, we got no reply all day, and so last night before bed, I wrote again, explained the situation again and asked if they could clarify what they meant by “soon.” And to my surprise, I woke up this morning to find that my case had been closed. I wrote again, and this time, they didn’t even bother to reply.

    Anyway, I’d heard about things like this before on Airbnb, but this is our first time to experience them. It has made me not want to use their site anymore. Yes, hotels are more expensive, but at least you get someone who actually answers you when what was advertised is not provided.

  29. I set up a listing account with these jokers 5 weeks ago and jumped through all of the loops…invested about 4 hours uploading pictures, details, captions. My bank account was confirmed and told my property was online. No. It still isnt. I’ve been told there is a technical glitch and after calling each week, they put me on escalated priority. WOW! Then the next two weeks that I called I was also told the same crap.

    FUAirbnb. You suck.

  30. Terrible customer service. Essentially if there is any problem, this is between you and the host. If you complain, they will give you canned responce. Don’t expect any real help. I had absolutely horrible experience with the host who refused to do basic repairs to uninhabitable property. My only recourse was a negative review I left. Airbnb refused to do absolutely anything. Never again. There are much better options: Homeaway and Tripadvisor. They also have better designed websites and better filters.

  31. I am trying to find an email address for the CEO. I thought I saw it somewhere here but cannot seem to locate it now.

    I recently booked three separate bookings in Italy for next May. Upon reviewing my receipt (I did not pay in full) I noticed that the rate quoted on the hosts availability calendar was not the rate I was being charged. All prices quoted were in CAD and any extra guest charges were included where applicable. However, these discrepancies add up to a difference of $50 that I believe I was overcharged. Not a huge amount, but if this is a common occurrence, Airbnb has to do a better job of being transparent and upfront to their customers.

    After a few unsuccessful attempts at dealing with their CS, I feel compelled to take this all the way to the top as they owe their customers an explanation.

    The explanation I got from the CS department was so poorly communicated that it was evident they didn’t have a clue what they are talking about.

    If Airbnb are overcharging everyone like me, that is a substantial amount of $$ they are making while not being transparent.

    I also question how they calculate some of their service fees as some are exorbitant while others are reasonable.

    Has anyone else had this experience?

  32. Host cancelled on me [thankfully I got a full refund]. I booked 6 months in advance for what I guess is a ‘spring break’ time period. She tried to double the rate 3 weeks later because she had not reviewed the booking dates. I cited the Terms and Conditions that she could not raise the rate so she kept the booked rate. 3 MONTHS later she outright cancelled the booking and lied about why. Every attempt for Airbnb to follow their own T&C or reprimand the host in any way has been ignored. Every complaint I’ve filed has been ignored. I would rather just stay at a hotel. Disgusted with this ‘up and coming service’.

  33. I booked a room in Bergen Norway on 12/27 2018 and paid partial, This morning 0n 1/25/2019 got a text from airbnb that the host cancelled me out. airbnb said i would get a email telling me the reasons. Of course by the reviews dont expect to hear from them

  34. This is like you are writing the experience I had couple of days ago. They are so confused and lost themselves. On chat they take 15-20 mins between messages. On the call this girl was just going on about what she thinks could be the issue and not letting me talk in between. I had to interrupt her to make her stop. Really pathetic customer support.

  35. Idk why there are only negative reviews. But I will post a positive one since apparently I’m the only person that has one. Gonna keep it short and sweet. My card was cancelled, bc of fraud, a few days before the second half of my reservation was charged by Airbnb through paypal, so their attempt to charge my card was denied. I worried my reservation would be cancelled so I called them and a very polite and friendly representative calmed my fears and said it was no problem to give me some time to sort out my card issues with PayPal. She was very understanding. She also gave me good advice on the fact that I did the right thing to call them and to notify my host through the app so they have it on record that I’m being proactive and will pay asap. She said as long as I kept Airbnb and the host up to date and kept in touch, everything would be fine! My panic was gone and I felt very supported as I would’ve had no place to live. So thank you thank you!

  36. I empathize…

    I also hear a whole bunch of whiners who had mommy and daddy take care of everything, and don’t have a clue how to resolve — prosecute — a dispute in USA.

    AirBnB terms allow suits in small claims court. USA is a deterrant based society. Only way to effect change is with punishment. Enough small claims suits will have an impact, since most states prohibit an attorney [make sure to strenously object and cite the applicable statute — judges DO NOT know the law, but are just lawyers who failed in private practice].

    You can also file for arbitration in the county of your residence. This is actually more expensive for AirBnB to defend, than small claims court — particularly since the ABA rules allow appeal to regular courts, and you can keep AirBnB spending money on attorneys for many years.

    With regard to ADA claims… that pertains to substantive due process rights which cannot be waived as a matter of public policy. That also means one cannot waive their right to ADA remedy in a federal court, by jury trial.

    So — either stop whining and actually do something about it; or shut up, and accept your error motivated by greed of trying to save a buck, and suffer your loss in the competition with honor and personal responsibility – caveat emptor.

  37. Terrible customer service from Airbnb.
    Beware, if your host defrauded you, you are on your own. I rented uninhabitable apartment. There was a smoke detector beeping incessantly. Host refused to do anything. Airbnb did nothing either.
    Never again from Airbnb!

  38. Wow!! Now I am a nervous wreck because my family & I have a huge trip planned this Summer in California, and I have just now seen all of these bad BAD reviews!!! Already paid first half. Worried now that our California Family Road Trip might be more of an adventure then I want it to be!!!!

  39. Read the comments left from previous guests. Any concerns you may have, contact the owner/host directly through the website. You may even ask for updated photos. I am sure they would oblige to keep you feeling secure about your upcoming trip. Again, you may want to make reservations with Super Hosts who must meet particular requirements in order to obtain and maintain, that status. I hope you and your family have a wonderful trip!

  40. Try Airbnb customer HELP ! “No Intelligent Life Out there.”

    All I want to do s pay my bill. Not possible, it has to be done automatically.

    They need an office in Seattle where they actually try to help.

  41. I am quite fed up about their Extenuation Circumstances’policy and their customer service agent’s work performance. My guest wanted to cancel her reservation last weekend due to Euro Star stopped operating. However, I contacted Airbnb customer service and offered to give 50% refund to guest. Anyway , the customer service just deducted my payment and gave 100% full refund to guest and refer about their “Extenuation Circumstances’policy , which I think it’s totally unfair with the host at all.I understand this circumstance we can’t control it , but my guest can make a claim and complaint to EuroStar train for this incident . I tried to be fair for both side and offered 50% . In addition, my guest can get all compensate expenses from her travelling because this incident was caused by Euro Star ,but I have to pay full refund to her ?!?! When she cancelled her reservation last weekend because of this incident , how could I find any guest to replace her reservation ?!?! I have lost an income last weekend as well. Anyway, when I contacted a customer service agent , Lasma, who dealt with my case. All she could do only referring about Airbnb ‘s Extenuatin Circumstance ‘policies . As their policies ,they only protect the guest’s benefits not the host at all. Their Customer Agents can only refer the policies, but they fail to solve the problem based on the situation!!! I don’t think they deserve a booking fee from hosts and guests because they only provide a poor service to us. two thumps down !!!!

  42. I am an Airbnb Super-host but it has nothing to do with them. Their website doesn’t work with Explorer, something they don’t tell you so you just sit there trying to get things to work with no success. So Airbnb is the one app that I have to accommodate by using Chrome. I try to rent whole weeks at a time, but the potential renters don’t see the weekly discount until or unless they rent for 7 nights. Oh! Did I say 7 nights? No, No, No! In Airbnb, you click on the seven NIGHTS that you want and an eighth day shows up that you have click on because you are no longer talking about NIGHTS you are staying, but what day you are checking out. What poor person who has had Airbnb experience wants to click on an extra day that you are not sure whether or not those greedy smegheads are going to lock you into paying for? Meanwhile,
    I’m not getting my whole week rentals and I’m an idiot for not understanding that seven days is not seven nights….

  43. We had the worst experience on our trip to Madrid and Airbnb always took the host’s side and did not help us at all. After many emails and endless phone calls we ended up having to look for another place to stay on our own. And to make things even worst, we wrote a review explaining in detail what happened and the host replied calling us liars. Airbnb should not allow this. SO OUR ADVISE IS ….STAY AWAY FROM AIRBNB !!!!

  44. I used Airbnb thousands of times – never big problem till now.
    My boyfriend booked accommodation for 1900 pounds for 4 months. After 2 month host told him he is not owner of the plat and the owner come tomorrow for keys – he would cancel the reservation. Airbnb called him (boyfriend) if he agree to end the reservation because host cancel his reservation – he said yes. He found new accommodation through airbnb and waited for refund.
    He checked his profile with completely changed reservation – the reservation was only for 2 months and the price is doubled. He contacted support – they told him that his host didn´t cancel reservation, because he wanted to avoid fine so he made change in reservation. Tomorrow he should be charged one payment 450 pounds which he tried to avoid – total for not even 2 months accommodation 1500 pounds. Airbnb instead of solving this insist that price is doubled – means 30 pound for night instead of 15 – because he stayed only two months, but it was not his choice. We can´t block the payment through bank. I think it is insane after accommodation – reservation and agreed price, charged credit card because they decided they want higher price for his stay.

    Can you help or advice something?

  45. I open an account we Airbnb Five days ago he had make a reservation today I received a email saying the my reservation He was cancel and My account he was no longer active they didn’t explain why I called three times and they gave me the wrong wrong now I have to leave in five day with my family and I don’t have a place Yet I don’t understand what are they doing nobody seems to give me a Reason what happened with my account

    • Hey Pedro,
      I’m experiencing the exact same problem. I didn’t even get an email and my calls are simply being hung up. I’m locked out of my profile and it worries me that I have given them my ID photo, my phone number, my email address and on top of that they know my credit card details. I have no authority to turn to, no case number to begin with. Just a page telling me they are going to get back to me in 24 hours (that’s been there for 3 days now), plus some very generic answers I get when I contact them on facebook messenger.
      I hope your problem will resolve soon, as you are traveling soon. I have the option to look for accommodation on other sites, but I’m still stunned that with all that personal data I have given them I can’t even browse. It’s clearly a costumer service issue, but seriously how can this happen and no authority to check it out?!
      Could you please let us know how and when you issue is resolved?
      Thanks, and good luck!

  46. My first day in Italy. My Superhost dropped me a train station to get fast train to Pompeii and said he would send me directions to return to his home. He helped me book my ticket with my eurail pass so knew my return time. He sent train and the bus information but NEVER mentioned what stop to get off at. One hour and a half later, now after 11pm at night, I sent another txt letting him know I was stranded and 35 minutes later he responded with his address that I already had from my pre approved booking. I finally found my way after almost 2 hours, 2 buses and walking around with very few people to help at that late hour at night. Never saw my Superhost, “Your room in Ostiense” again until the day of my departure. I stayed there 5 nights and six days. The next day at the Metro, the staff informed me the bus he had recommended was NOT the most direct route to get to his home. Where he suggested I catch the bus was a poorly lit area with vandalized cars and construction area about a 5 minutes walk from the train station he recommended. They advised me to get off ONE more stop, the last stop on the line, where there was a bus terminal, well lit and had both police and Army soldiers present. The bus the Metro staff suggested placed me, right around the corner, approximately a 10 minute walk from his home. The bus stop my Superhost recommended was on the main road with many different streets to navigate and approximately a 20 minute walk to his home. After two weeks of email Brian Chesky and then Chip Conley with NO reply. I filed a Resolution Case and Senior Escalation Matthew suggested ” Superhost not required to help you navigate the city.” Also he replied, ” Superhost has 24h to reply to a host.” So let me get this straight, giving precise and complete directions to get back to a host home on the first day of your stay in a foreign country is “navigating the city.” Secondly being stranded at night, your first day in a foreign country he is suggesting ” wait 24h for your host to contact you?” Folks as I read CEO Brian Chesky, Billionaire platform is that he doesn’t care about guests ONLY hosts. Obviously his staff are trained to do the same. Tried calling and spoke to 3 staff and told my story three times until I requested manager and refused to tell it again. Senior Escalation Supervisor concluded “It seems like your Superhost tried to help.” He signed off and closed my case. Airbnb can go to hell and burn there. Karma is a sure thing. Avoid Airbnb at ALL costs!!! Decrease guests booking means more hosts without reservations and hopefully then Airbnb will change their bottomline.

  47. Worst traveling experience of our lives. Of course the pictures provided on the Airbnb posting are far from the truth. The apartment in midtown new york seemed like a perfect fit for us for four days. The truth is that this place was not fit for humans or animals. The whole entire studio had the worse smell from the moment you opened the door. The bathroom had mold everywhere. I have seen cleaner bathrooms in gas stations. The kitchen did not work so in its place the host put a disgusting hot plate full of rodent droppings. Everything you could possible think of that was bad this studio had it. The host of course told us that we wanted a 5 star hotel and pay 2 dollars. That the building was old. The building being old was not the problem. Most buidlings in New York are old. It was the fact that we were seriously afraid of getting sick from the mold that was everywhere. Airbnb of course sided with the host. Even though we provided plenty of pictures. We will never use Airbnb again. Lesson learned. This four day trip in accomodations only ended costing us over $3000

  48. I have never had a problem with Air B&B until today. I booked a place in Madison Park last night and reservation today was still pending; tried several times to contact host “Flatiron” and never received a reply. So I called Air B&B customer service for help; she told me the problem was with PayPal and said she would send me a link to change method of payment. Well, somehow, she cancelled my reservation and I could not rebook as the dates were blocked. Still have not heard back from host! And customer service rep also emailed and tried to call host with no response. The rep was a little goofy and did not take accountability for her mistake!

  49. “Their policies seem to be set up to make them money, and it may be unfairly at your expense.”

    I can’t begin to tell you how true this statement is!! I have been an Airbnb host for almost 5 years and their metrics and security settings have changed to make sure you are badgered into signing up for Instant Book. I refuse to do Instant Book because I like to have an online conversation with potential renters to find out a little more about them and determine if they will be good guests or if there could be any problems or misunderstandings.

    For example, one recent potential guest booked for 4 guests and I was about to approve the request when I found out that an additional 3 children would also be staying. We charge $50/day for additional guests beyond 4. We went back and forth trying to negotiate an additional amount. I offered a $50/day charge for all three children and they finally came back with a one-time $50 charge. I told them the $50/day was my final offer. Nothing. Then the reservation request expired, and Airbnb penalized us for not accepting a threshold percentage of reservations. Even though this guest would not have complied with our requirements.

    The other change Airbnb has made is not allowing for the option of guest picture ID verification, UNLESS you are in the Instant Book program. We have always required picture ID verification (and have done it ourselves as guests), to make sure we know who we are really renting to. I’ve recently gotten quite a few potential guests who are not verified (some of whom seemed fairly sketchy) and we have asked them to verify before the reservation can be confirmed. I have to explain the entire process to them and often the potential guest goes silent and disappears. I spoke to an Airbnb representative and her brilliant answer was, “well, you’ll just have to keep explaining the process to your guests because that option is only required if the host is signed up for Instant Book.” I told her that I believed that Airbnb needs to put security safeguards back in place for all its subscribers because of recent publicized dangerous incidents with services like Airbnb and Uber. Some of the people using these services have encountered shady people who are not who they say they are. The rep suggested I submit feedback to Airbnb online. I did that. It was acknowledged and then NOTHING changed.

    The real problem here is that safety has become an option only for people who guarantee quick profits for Airbnb. They should be protecting all their guests and hosts. I like the extra income, but I am leaning toward unlisting my guest home because of Airbnb’s refusal to address problems with security along with their ever changing metrics that penalize hosts (and guests!) for making sure rules are adhered to. I wish they would listen to feedback from their members.
    Marianne

  50. I recently book a Trip to Montego Bay, Jamaica May 7,2019… $982.23 was taken from my account. I paid through PayPal which I always use for security. I received a transaction receipt. Due to my first time booking through Airbnb I figured I’d receive my reservation dates later! Nope I never received the reservation I booked! Only money taken from my Account! I disputed the charges with my bank I was certain I’d be reimbursed. Wrong again! PayPal sent the money to Airbnb and Airbnb said they can’t be sure I am who I say I am! Even after emailing the receipt which has my email address in it. They’re saying the payment didn’t come from my email address?! I feel abused and robbed unjust! Why would you not refund the money to the sender if there’s no Reservation! Bad business! Be very careful with this online stuff .. Way too much blame shifting!

  51. NIGHTMARE !!! We own two properties on Airbnb . We cannot even be found on the map . Sometimes we can if you enlarge it sooooo much that eventually we pop up .We have complained now for a year . No change . No help given .
    Why can’t they DO SOMETHING .We can’t be found at all . We have people too coming in through word of mouth wanting to book our place and they can’t find us no matter how we try to explain what to do on line . It’s SO stressfull and it’s our business and we are loosing money every day on two beautiful properties that should be fully booked . Grrrrrrrrrrr.
    We have complained enlessly and nothing has been changed or done . We just get the same answers . It’s the algorithms …. WELL THAT’S NOT BLOODY GOOD ENOUGH .
    All other properties in Old Windsor Berks are there to be seen ….just not ours .
    And now …no one on Airbnb customer service (NO customer service) will answer our call . It’s enough to give you a heart attack .
    SOMEONE HEEEEELP US PLEASE

  52. Dear Airbnb customer help,

    I am writing this massage with a lot of confusion and disappointing about your company that we used to trust for a long time, hoping that this massage find us a solution

    We use Airbnb for the last 9 trips with good reputation for the hosts and us. However, this time we faced a sever issue that cause stress for us and our three small kids by being out in the middle of cold raining night looking for a place to stay after a long trip by car from Denmark to Slovakia. In addition, a £900 taking from us that ruined our accommodation budget.

    Our story started by checking in 21/05 around 8 pm in the Durgalova 7, Bratislava (host’s name : Vlado). We found the location is unsafe and the flat furniture is very old in a degree that is not usable any more. We saw that once we entered the apartment and we tried to accept it. However, 1 hr later we placed the kids on one of the beds which collapsed and 4 metal steaks get out from it. Thanks god nothing happened to our kids. We wanted to be honest with the owner so we contacted him and informed him about the quality of the furniture and what he asked for (€110) is not what his apartment deserved. We also informed him that we will stay this night but we will contact the company to change our booking by tomorrow. He told us we have leave my flat immediately since the company did not give him the money yet and refuse to stay the night in. We contacted the company around 9:30 and documented the bed. The company informed us that they will inactivate the booking and they will contact us for another accommodation, just we need to wait for a call. We waited until 11 pm then we called back. They informed us that the case is still under study but the booking is inactive and not to worry they will find us a place to spend the night and the manager of our case will contact us for another accommodation. We could not wait more because our kids need to get their sleep so we get out the apartment and spend 2 hr looking for a place to spend the night until the company gets back to us.

    After several calling, the company informed us that the host will return our many back but we will pay the night that we did not even spend in and we accept that. We even did not ask for 300 euro that we spend for that night. However, after our evaluation for the apartment ( which was bad), the company informed us that the host changed his mind and refused to give us back our money and they will give us 50% only. We contacted the company in UK and informed us that the inactivation is not good because it will lead to lose 50% of the payment. But based on our situation and the host behavior, it is our right to get our money back. The solution was we need to wait 24 hr more to have a call which is today. Then we get message for manger that our case is closed and we will not get anything more.

    We really appreciate your cooperation in saving our trip.

  53. It is sad that Airbnb and some many others have chosen to lessen the customer experience by farming out support to 3rd world countries in order to fatten the bottom line. I hope it has the opposite effect.

    As a property owner, I can attest to the fact that Airbnb support sucks for us too. The only suggestion I have is to look for contact info for the owner BEFORE you book. If possible, book from the owner rather than a property manager.

    Since Expedia’s acquisition of VRBO/HomeAway, I have had the phone answered more and more by people in India rather than their base in Austin, Texas. They are better than the folks Airbnb hired but are still difficult to understand and are undertrained.

    I hope this problem corrects itself as user migrate to platforms or channels with better support.

  54. I had to rest my password (not sure why!). I need to contact the host. I’ve been waiting 15 min for the code since they didn’t recognize my phone. Ridiculous! Slowest response for password reset ever.

    • Maybe you should actually fucking do what the thing tells you to do. Its a safety measure Jesus Christ you absolute idiot.

  55. My account hacked and all my bookings cancelled, new bookings made and finally account closed by the hacker.
    In such a serious situation I found:-
    Extremely difficult to contact them.
    After connecting on phone and replying to their questions, no advise on when the issue will be resolved- less how it would be.
    For the cancelled bookings by the hacker, refund received is only 50% to what should be as per the policy even under normal cancellations by me.
    No help so far on bookings cancelled to get new ones. On the contrary, I had to contact the hosts which fortunately I could and re-book at current higher price.
    So to sum up: If things go right it is all very good, but any such big issues, do not expect help from them at all.

  56. Air bnb is total waist of time I’m a host and what they did not me was awfull
    Firstly they closed my account for no reason gave all my bookings there money back
    Had customer s phoning asking what’s going on
    When I phoned they asked me for account details but they couldn’t find an account yet they have been sending me money via PayPal
    No waist of time and effort the only thing I can do now is take them to court for loss of earning

  57. What is baffling to me is how they use “canned” language in the most inappropriate ways—for instance, going into great detail over how saddened they are, and sympathize with your plight, however (insert refusal to help in any way whatsoever here), then signing it:
    “Warmly,
    Sara”

    It’s treacly language combined with heartless actions, consistently. Why would that be? Is it some sort of algorytm?

  58. we travelled from spain to brighton to a so called little gem !!! the mattress was on the floor, the sink was stained. the shower was mouldy & there was ongoing works in the building, I asked for my money back as had to stay elswhere.
    I complained to air b&b with evidence of not as advertised & they refused to pay too …im outraged

  59. Hello – I came across this page searching for help in dealing with Airbnb.
    Here is our story:
    We booked months in advance a well-researched apartment in San Sebastian, Spain. Reviews were good, the host is a super host and the pictures looked clean, pretty and light-filled with a generous and lovely terrace which was one of the main reasons we rented this apartment as we like to enjoy our morning coffee and sundowner glass of wine on a terrace in the sunshine.
    We arrived and the host let us in – the apartment was old, dingy, smelly, complete with dirty footprints on the wall next to the bed. The second bedroom had only a door that leads to a dirty lightwell terrace with the sewer line running down the wall, an old dirty mop and bucket and an old washing machine (the one the advertise in the listing) as well as someone’s clothes hanging on the lines, the floors were filthy and I would never leave that door open at night as my children slept.
    The main terrace (one of the main reasons we rented) was a disaster and nothing like the pictures. No cushions on the furniture, another dirty mop, and bucket as well as peeling paint and all around you peoples clothes hanging, you look down on roach invested outdoor kitchen of two restaurants with trash cans and bottles everywhere, grease traps overflowing. It was awful. We spent 10 minutes trying to figure out what to do knowing we could not stay there. We messaged the host and told him we would not be staying, we called airbnb and they told us that someone would get back to us in a couple of hours to help us, of course, that never happened. Airbnb was NOT available to help us re-book. We left and spent the next 4 hours with our 2 children securing another apartment in San Sebastian. The host told us if he re-rents he will provide a refund for those nights. We cancelled the listing and the next day the apartment showed unavailable for the days we had booked, so either he re-rented or simply marked it unavailable for those days. He is refusing any refund. We thought we were being fair in even offering to pay for one night, even though we were only in the apartment for 30 minuted. We paid over $1,600 for 4 nights in the apartment which we did not stay in. I am in contact with Airbnb in Spain and have zero resolution. I have only been told that the host is not agreeing to any refund and that they are escalating and to please be patient. We have not received or been offered one penny as of today.
    I think that today we will file a complaint with our CC. I think that I am getting the runaround from Airbnb as every time they say they will get back to me they never do until I reply asking for a resolution, then their reply is to please wait. I have supplied Airbnb with pictures within 10 minuted of being in the apartment. They have their evidence.
    What blows me away is that this is a super host with a ton of 4 and 5-star reviews.
    Thoughts on how to proceed? Thanks!

  60. NEVER BOOK VIA AIRBNB!
    I booked a 10 person appartment in Barcelona this May on AirBnB. The name was ^Large luxery in Rambla Catalunya^. It was supposed to be in the centre of the City. We payed for the appartment in May.

    Me and my friends went there on Thursday, the 27th June. When we arrived at the adress there was no appartment like that. We tried to open the link of our appartment and there came another one out, the one which was actually located at the adress.

    This is the adress where it was suppose to be:

    Rambla de Catalunya, 32, 08007 Barcelona, Spain

    We also tried to call the host of the appartment, which was suppose to be a women called Belén Y Pedro but no one answered.

    There was a cleaner in the actual appartment that we found. She couldn‘t speak English, so she called her boss, which told us that there has been a Hacker in the AirBnB system and the appartment that we have booked does not exist. She told me to call AirBnB. We did that, they told us that we should wait for an answer but no one really helped us.

    We were six girls in Barcelona, some of them weren’t even 18, that did not know what to do after we found out that our appartment did not exist. We were forced to look for an alternative and we had to stay those four nights in a really small Hostel, which was hard to find, and we had to pay a lot of money for that.

    We couldn’t know about this Hacker when we booked the holiday, so we expect to get our money back. The total amount that we payed was 1.448,00 Euro. But after Long time trying to contact AirBnB and not getting a decent answer, just getting transferred all the time to “other Departments” we don’t think that’s gonna happen anymore

    NEVER BOOK VIA AIRBNB!

    • Airbnb must have been hit by a massive hack. I am getting Airbnb verification text messages every few hours and Airbnb will not let me put through a complaint. I am very concerned about my data but they don’t give a rats.

  61. I booked a room for a work trip using the company credit card. The booking was successful that afternoon but the next day they sent me a text saying that my booking was incomplete until I sent them my photo.
    When I contacted them they wanted my photo and “government ID” in order to complete my booking. I did not want to share that information with them.
    I asked them why they had debited my company credit card before my booking was complete and the only thing they could say was a refund had been ordered but would take 10 – 15 days.
    What a disfunctional and shambolic excuse for a business.
    I will never go near them again

  62. Great to find this forum. Thanks to Asher and Lyric for creating their site. My husband has just been through an appalling experience with Airbnb as a HOST (In capitals simply to make the point that both guests and hosts are customers here with regard to Airbnb and should be equally supported by that organisation in the event of a dispute). A guest stayed with my husband for one month and then after leaving made absurd accusations which have caused Airbnb to close down the listing. All of her claims were fabricated. We provided photographic evidence, we spoke to numerous representatives of the company, and yet they still chose to close us down. This was my husband’s sole source of income and until then he had had only excellent reviews. It has caused us both to feel extremely depressed. It feels like a slight on his character. The comments by the guest are libellous and yet it feels that Airbnb has not listened to a word we have said or looked at the evidence provided. No one owned our case and so we had to have multiple conversations that we never felt were heard or properly assimilated. I am disgusted by their treatment of him. I am currently preparing my home in France to open two rooms for rental and I am now wondering where I should list my property. I feel I simply cannot go via Airbnb after the experience they have put us through. Similarly my husband is now wondering where to place his two London rooms. Asher and Lyric, maybe you need to create a new platform…? I feel you have already created a place where people could hook up. I intend to not let this lie and will be pursuing Airbnb to get a more comprehensive answer as to why they have discriminated against us.

  63. brian@airbnb.com, brian.chesky@airbnb.com, aisling.hassell@airbnb.com
    1. When I found some unsafety issue, tried to contact customer service several times, but I failed that I can’t do anything except cancelling;
    2.Cancel policy is impersonal that need to charge customer 50% after 48hours no matter what reason it is, which bring $1000 lose to me. From what I will say, a.all policy is default that customer can’t do the choice;b.I canclled within one week and left 1 month ahead of the booked date. If I found something wrong from host, I think it’s possible to talk;
    3.If I paid, I need the authority of commenting the host. But no way for me to do this to let the other customers to know the truth, which means all the expense disappears.
    4.Also when I told Air b&b service, I always got the answer it’s policy. What a rude way to treat customer’s requirements!

  64. The cancellation policy has a lot of grey zone. The “Flexible: Full refund within limited period” is unclear & misleading. I’ve made a partially payment on May and the cancellation was made “2 months in advance” due to unexpected lost of the loves. Normal understanding I’ll expect to get the full refund (deducted Service fee) but what the support team told me saying that the partially payment will not be refund because I’m not paying the full amount! I was confused. Does this mean that only full payment made can get refund but but partially paid will get nothing? I’ve also contacted the host and explained to her about my situations but she refused to pay. This is really disappointed & pretty unfair to me. At least they commit 50% of the partially payment but they did nothing to me!

  65. Two separate times dealing with the airbnb customer service they turn my complaint into my fault. First time I booked an airbnb downtown Victoria. When the booking showed on my visa it was in American funds. When I looked on the airbnb profile that I booked with no where did it show or say American funds. So I put inquired through customer service. They said it was because I had USD set on my profile. So I checked and it was set on CAD funds. I’ve never booked in the States so I’ve never had reason to change it to USD funds. When I contacted customer service again to tell them they said my issue was closed. Second time was an airbnb advertised as one bedroom with parking. It is downtown Victoria in a building where we have booked previously with parking. The parking was in the same building as the airbnb underground secured. When we booked this airbnb no where on her profile did it say that the parking was a block away in a unsecured open parking lot – downtown Victoria. The information on where the parking spot was came AFTER we booked along with how to check in. If it was stated on her profile we wouldn’t have booked with her and looked for another airbnb with secured parking. The airbnb customer service said WE should have inquired further. My husband and I have booked airbnbs in Japan, Europe, Croatia, UK and never had any issues like this.

  66. Snippets of text conversation:
    Me
    Yesterday evening, I used Airbnb’s website and created a reservation for [xxxx]. This morning, the Airbnb website says the reservation was canceled. I contacted the host (xxxx) and he said he never received the reservation request. Another page on Airbnb shows the reservation is still there. Can you help? I need xxx to receive the reservation request so he can accept it. Thanks in advance.

    Airbnb Support
    Thank you for answering my call Martin. I really do apologized for all the inconvenience you encounter on this. I am sorry, I mis informed you earlier. The reason why your reservation was cancelled is that, your verification was not complete until you uploaded that photo of you ID and it has been more than 24 hours. That is why system has automatically cancelled your reservation.
    That is also the reason why the system did not process any payment yet, since your verification was not complete yet. Now, everything’s already good on you account. You can go ahead and make another reservation now.

    Me:
    I did upload a photo of my ID!
    ..and it has not been more than 24 hours – we made the reservation and uploaded the photos around 9 PM yesterday evening

    Airbnb Support
    I understand that you have already uploaded photo of your ID. The system will automatically cancel a reservation if requirements were not complete. But no need to worry, everything is already good now. You can go ahead and can make another reservation now. Thank you.

    Me:
    Do you know why the requirements were not complete?
    (I have not done anything since I made the reservation and uploaded the photos 9 PM yesterday.)

    Airbnb Support
    I am sorry, I cannot answer you that. But for sure the system can detect or can tell if you have already completed all the requirements needed.

    Airbnb Support
    Like what I have said, the system will automatically cancel a reservation after 24 hours if not meeting all the requirements needed. The place is no longer available, might be it’s already booked by other guest. You can go ahead and look for another place if that is the case.

    Me:
    What requirements? I had met them all and 24 hour had not passed.

    Airbnb Support
    The requirements needed to have your account fully authenticated.

    Me
    Did I not do something correct?

    Airbnb Support
    You did. It is just that, you were not able to complete it on time.

    Martin
    But I did everything last night at 9 PM. I did not do anything after that.

    Airbnb Support
    Yes, correct. But it will take at least 24 hours for the system to register all your information.

    Me:
    So “system will automatically cancel a reservation after 24 hours if not meeting all the requirements needed” is not correct.
    Do I need to wait for 24 hours (i.e. about 9 PM tonight) before making a new reservation?

    Airbnb Support
    No, you can make another reservation if you wanted to. But it will still be the same, if you were not able to complete the requirements needed and 24 hours had passed still the reservation will be cancelled or retracted.

    Martin
    again, 24 hours had not passed in my first reservation.

    Airbnb Support
    Alright. The system will not automatically cancel a reservation if 24 hours has not been passed.

    Me
    So why was it canceled?

    Airbnb Support
    It was automatically cancelled because the system was not able to detect that your account was already completed prior to 24 hour time frame.

    Me:
    So I should have waited 24 hour before completing [the requirements needed] for my account?

    Airbnb Support
    No, you should have not made any reservation while you are still on the process of completing your account.
    But it is okay now, it’s already been verified. You can go ahead and make another reservation. There are still so many places that you can choose, might be you can look for another place cheaper and much nicer that.
    I believe you are just new with Airbnb, that is how the process will go. System will cancel automatically a reservation if ever there are requirements not meet.

    I had met the requirements. I uploaded by ID and a photo of me, and it said verified, and 24 hour had not passed.

    [At this point I think I will give up. The place I wanted to book is not available any more.]

  67. It’s been over a month of going around in circles. Contacted AIRBNB regarding some pricing issues; they turned on Smart Pricing without our permission and we caught them. So we asked for the difference or we would need to cancel the reservation. No reply. Called, was told they would get back to us in 24 hours. Nothing, now fast forward to 10 reps, all saying a 24 hour response time, and and a month later, still nothing. Still waiting for the resolution and money. but nothing. We are chasing after them and it has caused so much stress and affecting our health. Incompetency and unprofessionalism is what the resolution center is known for, but I had no idea it was this bad. They are just trying to tire you out and make you give up. It’s amazing how there is no one there to keep them accountable. It is an exploitive company taking advantage of both the guests and hosts. I are no longer using AIRBNB and have told our friends and family about our experience and they have stopped using them until we have a resolution. When you call in, Customer Support will apologize, create a ticket, then pass you to the Resolution Center. They “will” reply in 24 hours, but you’d be lucky if you hear anything from them. For such a large company, their system is set up so they win. They need to be held accountable. If you feel frustrated an angry, you’re not alone…

  68. Airbnb’s customer service is non-existent for hosts. I am a superhost and have been hosting for 5 years without much incident. Then recently a man in my flat threatened to break my belongings if he did not get a full refund. Understandably, i called the police and insisted that he left – Airbnb told me they couldn’t do anything as he had merely threatened to break my things, not actually break them! what?? Even more ridiculous is that Airbnb sided with this awful bully of a man and gave the criminal all his money back! They are utterly useless, despicable, and they do not give a damn about their hosts or their guests. They are nothing more than a glorified bank.

  69. I’ve had two bad experiences as a guest. My takeaway is that Airbnb is happy to take a juicy service charge per stay, but provides no support when there is a hiccup. Takes all of the upside, doesn’t take responsibility for any downsides.

    1. Host has a mentally handicapped/unstable son we are not aware of. We wake up hearing someone outside our window making serious threats to murder someone, which we assumed was some sort of drug deal gone bad.
    Text the hostess, no response. We hide in the bathroom and call the cops. Cops arrive, we come out, and apparently the son was not on his meds. Airbnb “support” is some incompetent 20 something traveling across Asia and taking calls in her downtime. Does not respect the gravity of the situation nor attempts to make it up in any way. I leave a review indicating that the host has a son who is schizophrenic just so people in the future don’t have the same scare we did, and it gets taken down by Airbnb as being “identifying” or “discriminating” information. Just doublespeak for “don’t make the rentals on our platform look bad because we want to make more money”.

    2. I rent a place day of in a downtown area. I get there and the actual location given by the host (different than in the Airbnb system) is 2 miles away in the hood. I didn’t even enter the place, and just went to a hotel. Host acted all “sorry you didn’t want to stay with us” but denied my refund request, customer “support” said there was nothing they could do despite the clear discrepancy, so I am now going through the dispute process with Airbnb, and if that doesn’t work, then via my CC company.

    I will be looking at other platforms in the future (Homeaway/VRBO, Booking, etc).

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