Airbnb Gift Card/Credit Problems

[Preston42]

PSA to hosts and guests alike: do NOT buy Airbnb gift cards for yourself or your friends as Airbnb has some terrible policies regarding their use.  There are multiple other posts here outlining issues with utilizing gift cards but I think I've found a unique problem when it comes to receiving a refund for them.

Unfortunately, I had to cancel a reservation due to the closure of Denver International Airport for over 24 hours making it impossible to get to our destination.  Luckily, our host graciously agreed to refund the entire cost of the booking (minus the cleaning fee as he already had the place cleaned in anticipation of our arrival).  Airbnb quickly refunded the entire amount that I had charged to my credit card but is now holding the $200 in gift credit that I utilized for the same booking hostage.

I've spoken to multiple customer representatives and keep being told, without reason, that the $200 gift credit that I utilized will not be returned to me.  Why would Airbnb treat a gift card/credit any different than other forms of payment?  

I've been a host in the past and have faithfully used Airbnb since it first started years ago.  Unfortunately I'm reaching my wit's end with this company as customer service no longer seems to be a priority to them. 

Here's a decent analogy that outlines my frustration here:  if I go to a shoe store and purchase a new pair of shoes with a gift card but decide to return them, does that shoe store just take my gift card and say "too bad"?  No, instead that store gives me a store credit or gift card so that I can purchase a different pair of shoes.  I would actually like to rebook the exact same property I had previously booked later this month (and hope that there's not another once-in-a-century snow storm in Denver) but I'm waiting to do so because Airbnb is holding my $200 gift credit hostage.  What's even crazier is that the service fees alone on the new rebooking would equal $170.  Airbnb has already been paid the $200 when the gift card was purchased so they've made their money there.  It seems absolutely outrageous to me that Airbnb is willing to risk all of my future business and hosting over a $30 difference.  If I even book two more properties in my lifetime, Airbnb easily covers that difference.

Am I crazy or is this absolutely ridiculous?  I remember when Airbnb was a customer service focused company but it seems like that focused has disappeared as the company has grown.  I NEVER thought I would say this, but I've actually had better experiences with Vrbo lately...which is really saying something.  My girlfriend runs customer success for a smaller company but that company spends over $30K annually on Airbnb gift cards as periodic gifts/bonuses for its employees.  After witnessing this entire debacle, she's likely to recommend that her company no longer purchase these as gifts because they're so problematic.

In conclusion, don't ever purchase an Airbnb gift card for yourself or someone else because Airbnb treats them as some form of substandard payment.  I'd also be concerned with Airbnb customer service as a whole because they're willing to forego all of my future business with the company and $30K in annual revenue all because of a $200 issue. Oh how the mighty have fallen.

I'd appreciate any responses with similar experiences.  I'm hoping that raising this issue will shift Airbnb's view on this matter as they're risking losing me as a customer forever.

[Nina1492]

Thanks for the information I am having a heck of a time getting my 500 credit from a friend who purchased a virtual gift card for me that I opened but accidentally deleted by e mail and I have the proof they took the money from her credit card and proof I never used it and months later will still not help me it’s unbelievable I have stayed at over 20 places the customer service is the worst . 

[Rachel2681]

Just happened to me, I booked today and 20 minutes later had to cancel, and I see no refund for my gift card credit. This is ridiculous. I won't be getting any more Airbnb gift cards. 

[Rheanna5]

I also have had an issue arise with a $500 gift card.  I purchased the gift card and redeemed it through my account on Airbnb.  It said it was successfully redeemed; however, it is not showing a gift card credit on my account.  This happened on January 29 and it is now March 19.  I've called customer service too many times to count.  Each time they say that the technical team is looking into it, and then will close my case a day later with no resolution.  Each time I call I have to explain again what happened as if there is no record of my previous calls and cases that they closed without resolution.  I'm starting to think I'm going to be out $500.   I will not be using Airbnb in the future!

[Danielle1737]

I am also having difficulty and it’s been years since the first post here and nothing has been fixed. I’ve have been gifted two different gift cards for $100 each purchase from two different places. I have the receipt for both of them. I tried to upload them to my Account with difficulty. Spoke to Airbnb support and I was told that they were both never activated I sent them. I explained how could they both not be activated if they were bought at different times at different locations? They told me that they can’t help me to go to the store that they were purchased. So I have $200 that I cannot use. I do not recommend anyone purchasing a gift card for Airbnb for anyone. 

[Katherine1123]

This has also happened to me as our gift card was tossed out with the holiday wrappings.  I have the receipt and called and they said I needed the pin, which off course was tossed out.

They also told me to go to the store and I did with receipt which they could do nothing since it is an Airbnb card. But I have the sku number on receipt.  I then wrote back looking for manager, email, phone number which I need to file a formal compliant with Consumer Protection.  I even sent the a picture of the receipt.  I've never been so disappointed in a company and how they handle this.  They are basically getting free money with this policy.

I even said what about the IT department to figure it out.  My card was for $300 which was a gift from our children.  I'm also in CT

[Jimmy548]

I just experienced something similar. Airbnb finally reactivated my account, so I can reply now.

I've booked over 20 trips with Airbnb over several years and always maintained a good rating. 2 weeks ago, I purchased a $500 gift card and used it towards a booking for next year. I opted for "Pay Part Now, Part Later". The total for Part Now was around $800, so the other $300 came out of my credit card. Shortly after, I received an email saying "$500 refunded to your account". I logged into my account to see what the matter was, and it said that my account was deactivated. I contacted Airbnb, and they finally reactivated my account with this reply: 

"I’m from the Appeals team at Airbnb.

The safety of our community is one of our top priorities at Airbnb. Typically, we only take action against users who do something that directly goes against our Standards and Expectations.

Occasionally, however, we will take action against a user’s account due to links, or resemblances, to a listing, user, property or location that we’ve already removed from our community.

After a thorough review of your appeal and the information you provided, we’ve approved your request to reactivate your account.

We’re glad to have you back in the Airbnb community. Please let us know if you have any questions or difficulty accessing your account."

I'm assuming that use of their gift card is what got my account deactivated. I did a deep dive and found many others in my situation, losing anywhere between $200 and $2000, and never receiving that money back. Fortunately I am able to use my $500, but I will never use Airbnb again after this experience. 

[Bridgett82]

I am writing to share an extremely distressing experience with Airbnb's booking system. I am currently in Atlanta to be near my fiancé, who is in critical condition at Piedmont Hospital with a traumatic brain injury following a severe car accident. After purchasing a $500 Airbnb gift card from Walmart to secure accommodation near the hospital for myself, my son, and my sister, I encountered significant issues.
Upon attempting to book a property, Airbnb's AI system incorrectly flagged my reservation, citing concerns about "unauthorized parties" and potential vandalism. These accusations are completely unfounded - I am a 55-year-old individual trying to stay close to my critically ill fiancé. When I attempted to book a different property, I received the same automated rejection.
Airbnb then informed me that this decision could not be overturned and suggested I book a hotel or private room instead. This defeats the purpose of purchasing an Airbnb gift card, which I specifically bought to secure appropriate accommodation for my family during this medical crisis.
My attempts to resolve this issue have been met with promises of return calls that never materialize. I now have $500 trapped in an Airbnb account that I cannot use, and more importantly, no suitable place to stay while supporting my fiancé during this critical time. This system failure has created unnecessary stress during an already challenging personal crisis.
I request immediate attention to this matter and a full refund of my gift card balance. Airbnb's automated systems should not prevent legitimate guests from securing necessary accommodation, especially in emergency situations like mine.