Airbnb

On February 25th, 2020 I booked a reservation for a house in Santa Cruz for my nephew's wedding on August 16th, 2020. however, in March 2020, the World Health Organization (WHO) declared the COVID-19 outbreak a pandemic. and all plans were put on hold or canceled. as a matter of fact, life stopped and restrictions became very strict. on April 13th I contacted the host and Airbnb to cancel the reservation. here is what happened to me since that time:
I am taking the time to write you directly about my personal experience with Airbnb last year. I am disappointed and upset over the thought that I have had to deal with a chargeback from your company for a cancellation I made last year due to covid19 restrictions. Although I believe that I tried going through the right channels to resolve my dispute. I know I shouldn't have been charged back my deposit fourteen months later.
Airbnb had promised guests full refunds if they canceled due to COVID concerns between March 14 and April 14, 2020, however, Airbnb has now allegedly failed to provide those refunds to many guests, my research I found that Airbnb paid less than 25 percent of what they were supposed to receive under their agreements with guests.
Airbnb has declined to refund my August 14th stay over the extenuating circumstances policy. Airbnb has stated that the government-enforced lockdowns and tier restrictions do not fall within the company's "extenuating circumstances" policy which was implemented in response to the Covid-19 pandemic. However, I have been left short-changed after believing I would be entitled to refunds for canceled reservations. However, despite Airbnb's promising coverage for Covid-19 to help protect the community and provide peace of mind, hosts are only liable to pay out if they include a refund clause in their terms and conditions.
Airbnb platform no longer sees Covid-19 as what it calls an "unforeseen event" even if government legislation makes travel to holiday accommodation impossible. Legally obliged to pay back to customers in the event of unforeseen circumstances. on the contrary, the government department and consumer watchdog, The Competition and Markets Authority [CMA], has said that customers affected by government cancellations through no fault of their own should be refunded and businesses have a duty to offer them. Airbnb should have extended the refund window, since the order went into effect on Thursday, March 19, 2020. The order was in place until further notice at that time. It covered the whole state of California. California modified the order and release of the Blueprint for a Safer Economy, to permit gradual reopening of certain businesses and activities on August 28, 2020.

As a matter of fact, on May 12 2020 Los Angeles County's stay-at-home orders were "with all certainty" to be extended for the next three months, the County Public Health Director Barbara Ferrer acknowledged it at the Board of Supervisors meeting. This is what we also know: that August 2020 was the deadliest month of the COVID-19 pandemic in California, even as the state was starting to make steady progress in reducing infections, hospitalizations, and deaths.
It's also unclear whether Airbnb's policy and contract changes throughout the pandemic are binding in any way. Since they were made after COVID-19 happened & in response to COVID-19. The "extenuating circumstances" policy was designed to protect guests against unforeseen circumstances.
in March the World Health Organization declared COVID-19 a pandemic, Airbnb contends, "COVID-19 and its consequences are no longer unforeseen or unexpected." ( However, I booked my reservation in February before the World Health Organization declared COVID-19 a pandemic & I canceled the reservation on April 13th).
I am sure Airbnb has been inundated with the covid 19 fallout, but I do hope you can take into consideration that changes to the policy should have been on a case-by-case situation more than just changing the policy in the midst of the pandemic. I hope that you will take the time to personally investigate my case and resolve this chargeback dispute of my deposit fee that occurred 14 months later.

Hi please read following chat data between myself and suuport and please assist/ contavt me
Ashleigh
[protected]@outlook.com asap please.

-REAGARDS ASHLEIGH
[protected]

Airbnb bot2:15 PM
Hi Ash, we're here to help. Let's start with some questions so we can get you to the right place.
Do you need help with a reservation?
Yes

Ash3:03 PM
Yes
Message from Airbnb Service
Messages may be monitored to help keep you safe from potential fraud or for product improvement purposes. Some content may be moderated or blocked.
•3:03 PM

Airbnb bot3:03 PM
Which reservation do you need help with?
Select a reservation

Ash3:04 PM

Maribyrong Entire 2Bd2Bth APT*City View B
15 Jun. - 18 Jun.
2 guests

Airbnb bot3:04 PM
Can you describe your issue in a few sentences? Focus on the most important reason you're contacting us. I'll use what you write to find you the right type of help.
Please don't provide sensitive information, like credit card numbers.

Ash3:04 PM
I selected dates incorrectly making booking

Airbnb bot3:04 PM
Here are some topic suggestions based on what you told me. Does one of these look right?
Changes

Ash3:04 PM
Changes

Airbnb bot3:04 PM
Got it, this information might help.
Want to change a reservation?
Go to your trips to submit a change request to your host. If your host accepts, your reservation will be updated, and you'll be charged or refunded accordingly. If they decline or don't respond, your reservation will stay the same.
Go to your trips
Learn more
Is this the info you needed?
Somewhat

Ash3:05 PM
Somewhat

Airbnb bot3:05 PM
Sorry about that. What would you like to do next?
Connect me with a person

Ash3:05 PM
Connect me with a person

Airbnb bot3:05 PM
How would you like to connect with us?
Select a contact method

Ash3:05 PM
Call us

Airbnb bot3:05 PM
Okay, here's our number. The person who takes your call will be able to see everything you've already shared, but you can always add more detail while you wait.
If you leave this message thread, you can get back to it from your Airbnb inbox.
Call +[protected]
Message from Airbnb Service?
Thanks for your message—we'll reply as soon as a Support Ambassador becomes available.
•3:06 PM

Ash4:29 PM
Waiting for response

Airbnb Support7:56 PM
Hi Ash,

Thank you for reaching out to us, This is Patricia, your Support Ambassador from Airbnb, and I will be more than happy to assist you.
I understand where you are coming from and it seems that you would like to alter reservation HMKXPBXAAN from original June 15-18 to new check in on June 21.

In regards with this, I can see that there is already a pending request for alteration and the host just needs to accept it from their end.

Due to this I will go ahead and contact your host and let them know to accept your request so changes will apply.

Please let me know if there is anything else I can help you with.

Best,
Patricia

Ash8:23 PM

Once again the host just came back to me and I was sent a notification that they declined my request again

Ash11:14 PM
Hello
16 Jun 2021

Airbnb Support1:49 AM
Hi Ash,

As we discussed, I wanted to follow up here and confirm that a colleague of mine will be getting in touch with you soon. In the meantime, if you have any further details or change of circumstances, please feel free to reply to this email.

Best,

Ash12:48 PM
Could I please get a call back in regards to this
I am very concerned that I have lost a lot of money and have not got much communication from air b n b in regards to this matter

Ash9:10 PM
Could you please reply
17 Jun 2021

Ash11:30 AM
I have tried to return callls to air b n b though the line cut out I am patiently waiting call back - regards ash

Airbnb Support3:18 PM
Hi Ash, Thank you so much for reaching out to Airbnb. This is Edlyn, one of Airbnb's support Ambassadors. How are you? Apologies for the delay in getting back to you. We are currently experiencing an unusually high volume of requests, so your case has been just forwarded to me now. I tried calling you, but I was only greeted by your voicemail.

I'm sorry to know that the dates that were booked with your host La Maison Homes, were incorrect that is why you have requested for an alteration. We have tried contacting your Host, but they declined, since the booking was last minute. We can only process an alteration if both party approved, but on this case since your host declined.
Im trying to call you again, but we are currently having a system issue, so its not possible at the monet.

Ash4:34 PM
Well I have been stressing about this and I have been trying to contact Airbnb ever since and they have been very difficult to get a hold of and even more difficult in returning a call when they say that they're going to call me back very soon and give me an answer I have been very very upset and concerned that I may have lost over $500 With making this reservation with incorrect dates. I immediately contacted host As soon as I was aware of the error which was within approximately half an hour with my apologies and a request to have my error rectified and the reservation booking amended to the correct dates, I'm very upset to have it Denied now twice Now as I am a constant user of Airbnb and the lack of communication I have received from host and also Airbnb has upset me and also makes me doubt using the company now from here on in I am unsure what to do from here I am still waiting patiently for Airbnb I returned the phone call and spoke to 2 people and was transferred to a different department again and then suddenly while waiting on hold, the phone line connection cut out, i'm still patiently waiting for Airbnb to contact me once again.
- regards
Ash

Ash5:28 PM

Ash5:36 PM
Surely I am eligible And in my rights
To have this refunded this has been appalling communication and customer service and I'm still waiting for even just some reassurance that someone is actually working towards a solution at the moment for myself in regards to this, I'm at a point now where I am left with choice but to request/demand a refund to have this amended even if that would to be a voucher As reimbursement I guess to use towards my next stay through Airbnb I would be satisfied if need be though I'm not sure if I'm going to use Airbnb after this.
I'm very upset as I am a very good constant customer and also promoter from word of mouth Encouraging/ referring family and friends to use Airbnb for accommodation and holidays often
Return to Inbox

Sent from Mail for Windows 10

I contacted Airbnb to file a claim for damages and ignored house rules specifically regarding Drug use and Smoking in the unit.
Trentin Harrell was our guest from May 19-May23. Upon his departure, we discovered that our home was trashed and evidence of drug use and cigar smoking inside the unit were visible. I took photos of the filth left behind and damages to furniture, amenities and bedding to name a few. We also had items missing from the home.

In the most recent email I received today from the Airbnb "Support Team" dated June 4th, they claim that they will not be able to process my request.

I filed my complaint immediately on the day of this guests departure because I had another guest checking in the same day. Airbnb is claiming that I did not file the complaint in time!

How much faster can one file the complaint? I was quick to gather photos of the damage, scheduling a plumber and housekeeping to do a deep clean and in addition we had to hire a company to come in with an Ozone machine to remove the cigar stench from my home. It still lingers today!
It takes time to do all of this work, scheduling of services and preparing the claim backed up with invoices.

I commented that the support team read the message thread left by the guest that checked in after Trentin departed. They were quick to notify me that they smelled the odor of cigars... Proof right there!

First and foremost, this guest should be held accountable for what he did. When a guest books a property, they have to click a box claiming that they accept the hosts house rules. Correct?

House rules were not obeyed, but Airbnb doesn't seem to care about that.

Why bother adding house rules to your listing if it doesn't matter anyway!?

I am horrified by the lack of support from Airbnb and will be looking into using other platforms and terminating my business with this company as they obviously could care less about their hosts.

Hell, we're the reason why you are in business!

To Whom It May Concern,
I made a booking for one month for a room in London and received confirmation of my booking at 19:20 GMT on April 5, 2021. Reservation code HMJCKTDDEM. Upon arrival at the confirmed booking I called the host on telephone number +447742668673 as I was not able to find the address. This was at 19:52 hours on April 6, 2021. The host Jozeaf returned my call at 19:58 after not answering initially. The host said he did not receive confirmation of the book and as a result was not in the property. He said the would call his girlfriend and ask here to get me the keys. He called back at 20:08 to ask if I could pay a deposit as he doesn't know how Airbnb works and reiterated that he didn't receive confirmation of the booking. He then said he has to speak to Airbnb and call me back.

I called Airbnb on +4402033181111 at 20:18 hours to report the issues I had with the host. I spoke with Marco from Portugal. Marco told he he would be calling the host to find out what the problem as with the booking. The host called back at 20:32 to say the booking as too cheap and asked if I could pay him an extra £100, to which I said no. He host then said he would not be able to allow me to use the room.

I received a call back from Marco from telephone number +1(844)2342500 to ask me to go to coffee shop to get out of the could and to give him a chance to resolve the issue with the booking. He said he would need to wait 30 minutes to allow the host a chance to respond.

I then rang Airbnb 7 times between 21:32 and 23:13 hours to get this issues resolved, speaking to several different representatives who were all enable to find a resolution that would take me out of the cold and into a comfortable place to stay for the night.

Although I initially called Airbnb at 20:18 hours the booking was cancelled until 22:28. It wasn't until 00:13 on April 7, 2021 that you supported team told me to find a hotel to stay in even though I had not received a refund for the cancelled booking.

I was left out in the cold from 19:30 until after midnight. This has been an extremely stressful and painful experience and there still has not been a resolution to this matter.

After having to sleep in the streets last night no one bother to call to see if I was still alive. I called Airbnb this afternoon at 13:00 hours and at the time of this messages I am still in the streets with no where to go.

How do you intend to compensate me for this inhuman experience?

We rented this house 13166 W Satinleaf Dr, Boise, ID 83713, USA. We arrived and immediately noticed a strong smell that would not go away. I went in one of the rooms and there was poop smeared on one of the walls. I messaged the host and they said Oh darn we will let house cleaning know. I never heard back from them at all. I further looked through the house and their was snot on the bathroom door in the master. In the kitchen I opened up the oven and it was so grossly dirty I didn't dare even use it. Hopefully no body will get sick from this house. We are in a global pandemic.

I am upset with Airbnb for not keeping to their promise. I had several booking from March to November 2020 and 75% of these were cancelled by guests for Covis-19 related cause. Airbnb promised to reimburse for the loss of business. They had received federal governments grant to reimburse for loss of business. Todate I haven't received any funds. When I call them on this matter they give me the run around. Have other hosts had this problem?

We hosts trust Airbnb's clients and open our homes. But I do not see Airbnb keeping their promises. They give you the run around.

They made Billions of dollars in their IPO. I feel they bilked Host to benefit them in a underhand manner. I am planning to hire a a lawyer to handle my issue with airbnb. If any of you want o join please contact me.

We rented our 4 bedroom 3 bath villa on HHI to a guest for the week of 11/21/2020-11/28/2020 using AirBNB, as Host. As of today 12/18/2020, we have not received the pay-out of over $2400 for the rental income. AirBNB sent the pay-out to our closed bank account; our bank returned the payment on 11/27/2020 with a Return Tracing number & document to AirBNB to re-send to our open bank account (default). After multiple phone calls; online chats; and messages, AirBNB support has not sent our pay-out or have given us resolution to the payment for our rental guest that "have come and gone" from our villa. This is our first rental guest from AirBNB, as a Host... very disappointed, as a Host.
(We use VRBO, as a Host... love this vacation rental platform! Host get paid at time of reservation and final payment 30 days prior to check-in)

NOT SIMPLE AT ALL! What a horrendous experience. I opened a ticket 7 days ago to have a simple issue regarding occupancy taxes addressed. Not a single person has called me back. And every time I call customer service, the answer is the same: sorry, the team that is supposed to address your case has not responded yet. That's it! No escalation. No recourse. No email to send mail to. No number to call. Nada.

Case# is [protected]

Absurd and unprofessional.

TO ALL AIRBNB HOSTS: BEWARE YOU CAN BE CANCELLED BY ONE COMPLAINT!

I joined AirBnB in 2014 as a host and began building my listings. I started with one house and have built it up to 7 listings, 3 houses I personally own, and 4 properties that I represent for other home owners. I have 483 reviews with a 4.98 star rating, out of 5 stars. I have been a perennial super host for 5 years running. I advise others on hosting strategies and promote AirBnB as a great business opportunity to anyone that will listen. I am proud to be a 5 start Super Host. The reviews I receive from my guests demonstrate how much care I put into my properties. Here is a link to these reviews.

https://www.airbnb.com/users/show/10977064

On September 7th 2020, a guest by the name of Aubree Lennon checked into one of my listings under the booking ID HMCSBPW9MZ. She had several issues starting with unlocking of the door. She entered her personalized digital code into the door lock incorrectly 3 times which sets off an alarm and forces a lockout for security. I resolved this for her remotely. Then after she showered she complained that the shower wasn't draining fast enough, which was caused by her hair clogging the screen at the top of the drain. I helped her resolve this too. She then sent a photo of the drain that had a small amount of sediment in the corner, with a photo of the shower door with water spots on it, AFTER she took a shower. Her complaint was that the house was not Covid clean. My housekeeper follows the Covid clean guidelines and follows the American Hotel and Lodging Association, see the link.

https://www.ahla.com/sites/default/files/safestayguidelinesv4_102820_1.pdf

My housekeeper also cleans for a hospital 4 nights a week, my homes are absolutely covid clean, my reviews speak to the cleanliness of my homes. Nevertheless, I refunded her $500 for her concerns.

On night 2 of the guest's stay, Aubree (the guest) called me and complained that one bedroom has a large volume of flying insects, and because of this, she wanted to cancel the booking and stay elsewhere. It's notable that this complaint came on day 2 as opposed to day 1. Meaning, the guest was the cause of the problem, by leaving a door open after dark with the lights on in the house. The house is located in the mountain woods where there are billions of flying insects, any adult would know to use the screen door to keep them from entering the house after dark. After receiving and resolving several self imposed problems from this guest I realized it was best to offer her a full refund and allow her to move on. At the time she said she would not leave a review and I told her I would refrain as well. Clearly this was an unsuccessful stay, nullifying it was in both party's interest.

I promised her a refund after my housekeeper confirmed the condition of the house as she left it. In the days following her departure she relentlessly messaged me demanding her refund, insulting me, and sending derogatory comments. I have these messages saved if they need to be reviewed. I kept telling her it would take a couple days to get my housekeeper to the house to review its condition, as she was originally scheduled to clean upon the guest's original departure date. The guest continued to pursue, insult, and deliberately annoy me at all hours. I refunded the guest the full amount including the cleaning fee, which I paid, on the day of her original departure date as promised.

All was good, until she left a review on the last minute of the review period. Her review was a single star and made false claims. In her review she also suggested future guests stay at my neighbors house instead of mine, and promoted my competition's home while insulting my home at the same time. In addition to this she must have called AirBnB and told a tale of vermin infestation (AirBnB never completely told me what the complaint was about) subsequently causing AirBnB to remove this listing claiming it violated their pest policy.

Once I saw her review I called AirBnB and discussed the guest and the experience with the AirBnB service professional. It was determined that the review violated their policy as it promoted another host property in the review. As a result the review was removed and the house listing was activated again. Here is the comment from AirBnB:

Blair, Oct 1, 2020, 19:41 PDT:

Hi Christopher,
My name is Blair with Airbnb. Upon further review of the report and gathering documentation, we have restored your listing access and you should be able to navigate the site normally.

I thought everything was good until I started to notice multiple cancellations coming in from all properties. I called AirBnB to find out what was happening. I thought my account was hacked and taken over. I called at least a dozen times trying to get an answer to why this was happening and no service professional could help me or tell me what was going on. The best I was told was that they would put in a service ticket and I would get an answer in a couple days. Meanwhile over the next few days, the cancellations continued to come in and guests were beginning to get very upset. Since I didn't know why this was happening I told the guests to contact AirBnB to find out why their reservation was cancelled. The cancelled guests ran into the same problem as I, nobody would explain why. One guest shared an email they received from AirBnB notifying them of the cancellation and it was stated that AirBnB was the source of the cancellation. At this point I also noticed that all my listings became un-reservable. The listings would show up on the site but nobody could book them. This added layers of frustration on the guests and myself. In all, over $80,000.00 of booked reservations were cancelled including Thanksgiving, Christmas, and New Years Eve across 5 active home listings. This amounts to hundreds of people who had plans for these important holidays seeing their plans destroyed. Needless to say I had more than a truckload of angry guests calling and messaging me, many of them very distressed as they spent much time looking through properties to settle on mine, and many of them having gone through the process of convincing everyone else in their party to accept their choice. It was a bombardment of problems on a scale too large for any one person to deal with. Yet I persisted to find an answer.

Then the answer came. I found it in my junk mail in the form of a simple notification from AirBnB. The answer was short and to the point. I have copied it for review here:

Ajmal C, Oct 6, 2020, 9:59 PDT:
Hi Christopher,
I'm Ajmal with Airbnb. We're reaching out because we received a report of discrimination based on gender.
After a full review of the incident, we have decided to remove you from the Airbnb community. This means you can no longer access your account and cannot create a new one.
You were removed because of the language you used, which violated the Airbnb Nondiscrimination Policy. Specifically, when you called your guest a "[censored]" via a text message to them.

This came as a shock to me. I hadn't messaged this guest since I returned her money on September 14th. I considered it a completed transaction. I was shocked to see that this guest returned and filed a false accusation against me and AirBnB made a unilateral decision to cancel my account without ever consulting with me. I can only guess that this person who stayed with me a brief couple nights was upset that her review was removed and therefor returned to make additional claims against me. I also have a suspicion that this guest could be working with my neighbor (my competition) to sabotage my success, because the review she left both spoke ill of my listing and promoted the other.

I began doing research into the guest to try and understand why she would be so intent on disrupting my success. It was clear by my interaction with her that she was an unstable person, but I didn't understand why I was targeted. I discovered that she is a photo editor, I am a photographer. I have found that most photo editors are failed photographers, perhaps there is professional jealousy. I have not contacted her and do not wish to, I have known people like this and it is best to stay far away.

However, this one person was able to strangle my success and do so with no due process. AirBnB claims gender discrimination, yet the guest stayed in my home for 3 days and was given all her money back, what discrimination is evident? She left a derogatory review that violated terms, made a false claim against me that was rebuked by AirBnB, and somehow AirBnB lets her come back later to file a manufactured complaint against me. This person is mentally unstable and has the ability to make anything up and provide fake evidence through the use of photoshop and editing software. She claims I messaged her using a foul word, yet I see nothing like this in the messages on AirBnB between us.

I have built a $500k annual revenue stream through AirBnB. The action they took was unilateral and based on one false accusation from one guest. I was never given a chance to give my side of the story, or see evidence. I cannot get anyone from AirBnB to discuss this with me. This action by the guest and subsequent response from AirBnB is causing me to restart my entire effort. I was a 5 star super host for 5 years and have booked millions of dollars in stays through their system. There was no hearing, no arbitration, no offer of such, no phone calls, no detailed explanation, no proof, no evidence, nothing from them except a short email telling me their decision is final and permanent. I would like to get my account re-instated or pursue AirBnB for the loss of bookings and cost to rebuild my stellar reputation.

On the 16th of september I made a booking.. For a few nights stay in new york. However after booking my best friend that was suppose to go with me bailed out because she couldn't afford the plane ticket and I cancelled the booking the very next day. I have been struggling ever since to get the refund.. I worked hard for the money and I didn't cancel because I felt like I had no other choice as I could not stay on my own in new york for safety concerns amongst other. This is unethical for a business to do this

I want my refund as promised on May 30th

I reserved a place and within 1 hour of being told an additional person would cost $200.00, I cancelled my booking. Within the accurate time frame to receive full funds back, I was only given an extremely small amount, $50.00 and this was a booking near $1300.00.

I have reviewed the cancellation policies thoroughly and contacted the resolution center as the host was not easy to work with nor accommodating whatsoever. The comment, "I live next door and will know how many people are there" made me uncomfortable resulting in an immediate cancellation (1 hour after the booking).

This is my first time using Airbnb and definitely last. I've been waiting for resolutions to call back or any communication and nothing. This is ludicrous and a lot of money for my trip that I am now stuck until somebody provides accurate customer service.

I hope someone can resolve this complaint or give suggestions asap.
Thank you.

Be careful Airbnb & Scammer Host. Share whole world ? to save from scammer please

https://www.youtube.com/watch?v=_AmcTM4VFH0

https://www.youtube.com/watch?v=aZZjNEobeEc

Here I would like to Share about whole World ? the people who using Airbnb for accommodation.
Scammer Host Name - Kenneth
Details Contact - +1 (347) 582-5571
+1 (913) 3037213

The Address given by Host on Airbnb
162 India ? Street, Brooklyn NewYork-11222 USA

It's so shameful situation we book our accommodation for one month, as per the rule before check in Host not should took money our account but he took all money our account & keep asking like begging to deposit refunded Extra Money ?, we thought. Airbnb is must host trust worthy people so my husband pay by pay pal. He keep said money didn't reach his account so my husband paid again.

Money goes from my husband account already we call my bank credit card Bank of America they said money can not come back then call my husband account ICB bank that money didn't back
Finally we reached there., that already family living last4 years so she call landlord lady she said she never give info Airbnb.

It's clear scammer are in Airbnb - ? OMG
Then I sms Host, he text me back said forget about money...
now people trust - we should learn other people mistakes so please whole world ? be careful Airbnb & Scammer Host
Regards Renu Gihar
www.Globalgetconnect.com
www.oil-fielddirectory.com

Airbnb has failed to refund my $1, 418.44 deposit on a stay which was cancelled due to COVID, in violation of their extenuating circumstances refund policy. The reservation was made on December 31, 2019 for a stay in Ocean City MD., which was to be June 21-June 28, 2020. The firm's policy covers my stay and reservation date (see attached). Several email and phone conversations with the company have yielded no results.

My confirmation code is HMZE5YPMPR.

My desirable solution is to have Airbnb issue a refund to my credit card in the aforementioned amount of $1, 418.44.

I have filed formal complaints with the BBB, California State Attorney General's Office, and the New Jersey State Attorney General's Office. Airbnb is headquartered in California. I am a New Jersey resident.

There is an un hosted Airbnb in our condo complex that is noisy, has animals and does not follow house or condo complex rules. The guests smoke drugs, are loud all hours of the night and have ruined our peaceful home. They also have pets that are defecating in our common area. We have filed several complaints with airbnb and heard nothing back. The current guests use extremely offensive language that is loud and rude and destroys our neighborhood. We and our neighbors constantly fear for our safety living here next to this Airbnb.

Made a reservation several months ago for an AirBnb in Marin county for my entire family to attend a family event. Because of Covid, Marin County is not permitting such gatherings and the event was therefore cancelled. The owner of the Bnb easily understood and agreed to refund. my deposit, but indicated that the money was held by AirBnb. She would contact them.
AirBnb refunded the deposit minus their service fee of $268+. This seems unreasonable and counter to most travel industry provider policies. A refund is a refund, and not a refund minus an exorbitant service fee. Beyond that their communication has been terrible. I telephoned and was put on hold for over one hour and then disconnected. Second time I called I was on hold for 1'15" and finally connected to a person who then put me on hold a second time. 2nd person said he would pass on my request for refund of service fee and said it would be routine under the circumstances. That has not come to pass.

Airbnb has falsely implemented a refund policy regarding trip reimbursements due to COVID-19 and travel plans.
Airbnb is refusing to issue a full refund as stated in their policy. I receiced a partial refund but not the full amount I paid. I've tried numerous times to request full refund and they are giving me reasons as to why I'm not eligible. My extenuating circumstances clearly meet the policy. I was traveling on the dates listed on the policy and to a location that has one of the highest COVID-19 Cases and Deaths.

Airbnb refuses to fully refund my money from a reservation I made in january for may. I, like many cancelled my reservation in march after the stay at home order was placed. The hosts, like airbnb were of no help... Even before I cancelled as I reached out asking what my options were. I received 20 dollars out of 300. It's unfortunate they are stealing from guests as well as hosts.

I am one of many who had to cancel an Airbnb stay because of travel bans/shelter in place orders due to coronavirus pandemic. Airbnb and their hosts are taking advantage of this situation. I understand the initial agreement of non-refund on cancellation BUT this coronavirus is a completely different circumstance out of our hands. Airbnb and the hosts are blaming each other while their customers have to pay the price.
(I also have a job that was impacted by coronavirus but I am in no way expecting my customers to continue to pay me for no services rendered. And this is exactly what the host is expecting.) It is disappointing and disgusting that host would be so selfish and think their situation is different from anyone elses. We are all suffering from the pandemic but Airbnb hosts think somehow this should not effect them (even though they are in the travel business) assuming their guests should just continue to pay as usual with no concern for what is currently going on with people not traveling to control spread of disease. I hope Airbnb and their hosts goes down for this.
Will never use them again and will advocate to others about Airbnb host inconsiderate and unethical behavior.

When I got to the apartment I booked through Airbnb, I was shocked to find that it didn't match the website description at all. Not only that, but there was also construction partially blocking the entrance to the building, the elevator I needed for our stroller was out of service (due to the construction), and the toilet seat in the apartment was broken. I reached out to our host only to be told that he knew about all these problems but still hadn't seen fit to update his listing. Not only that, he was extremely rude when my mother-in-law spoke to him, even though she never raised her voice and simply calmly asked him to fix the broken toilet seat. He told her he couldn't take care of it, which I'm sure is a lie.

Fed up with our host, we booked another apartment and asked him to cancel our reservation as of May 14, about a month early. He said it wouldn't be a problem, since he found other guests who wanted to book it, and he asked Airbnb to update our reservation. The host also said he'd refund us the balance of the unused reservation. But, when I logged on to Airbnb to accept the changes, all I could see was an error message (attached). I attempted to explain to their customer service department that my name is Furkat Kasimov and that they had made a mistake with my reservation, but they said they couldn't fix it. This was a very frustrating user experience and made me feel upset.

Finally, Airbnb contacted me to say that I didn't owe anything else, which was a relief. But, then another customer support person (or perhaps the same one I initially spoke with) contacted me to say I owed $1, 896.63 and that my case would be sent to a collection agency if I didn't pay up within 24 hours. This made no sense because the rate I originally agreed to when I make the reservation was $84.77 per day, which included the tax and cleaning fees. What Airbnb was now saying I owed was much higher than what I agreed to when I booked the apartment. Anyone with common sense could see they were scamming me. I suspect that the Terms of Use, which was quite long, might have stated that Airbnb could change the daily rate whenever they choose. If that's true, that is a scam and not fair to customers. Scammers operate like that, Airbnb is supposed to be a legitimate company, but now I'm not so sure.

Something else odd that occurred during this time was one of the Airbnb customer support people referred to the host as my "owner," which seems inappropriate since it implies I am his slave. Who says that to a customer? It felt very rude.

Even though several months have passed since this Airbnb scam I still am woken by SMS messages and phone calls at 2 a.m. from Airbnb's support center in Russia. They spam me and demand payment for what they insist is the unpaid balance on my canceled reservation. The spammer who calls claims I owe money, but never bothers to verify the details of my stay, including the fact I canceled early. I am very tired of all these early morning phone calls, SMS messages and spam emails. I know that those are normal work hours in Russia, but it's the middle of the night in the U.S. where I live! I'm disgusted by my experience with Airbnb and hope no one gets taken advantage of by these scammers like I did.