Airbnb goodwill exception to both guest and host?

[Hyunjin7]

My issue is still open, it's been an issue since Jan 13th honestly.

The case reopened on March 5th where Airbnb support is demanding repayment for an already canceled reservation.

To summarize quickly, I opened a case on Jan 13th to change a payment method regarding the booking, agent 1 gave me a refund for me to change the payment method and to rebook, the method had an payment error occur, agent 1 advised me to cancel the reservation on my end... so I did as I figured the support agent is here to help. Agent 2 steps in while I'm working out the issue to tell me he has charged my old payment method but I found out it was charged without rebooking (which was what I was trying to do), I ask host if I was charged where is my rebooking? Host does not know and wants me to reach out to airbnb support. Agent 3 steps in to clarify that agent 1 refunded, agent 2 charged my card without rebooking, and agent 3 refunded it again. I attempt to rebook and the app has a system error, "Something went wrong please try again" I contacted TWO additional airbnb support for this issue to be escalated to a specialist team, specialist team gets back to me too late where I no longer had the reservation at a discounted price at $892.00, and I had to rebook elsewhere using the refund costing me $951.00 

Airbnb support is claiming that goodwill cannot be given to me despite their mistakes because the host was already paid out - sorry, not acceptable. I have contacted Airbnb CEO hoping we can work something out. This has been frustrating. 

My family of four (myself, husband, 2 kids who are 2 and <1) are relying on this app for our travels in Malaysia (we're from the US). If Airbnb keeps suspending/restricting my account, we will have nowhere to go. 

[Hyunjin7]

I have spoken to so many people, Bryan, Asrar, Maria, Rosit, Sharman, Kash, Mae, Nikka, Euna, Swati A., and more.... 

Support and "specialists" are not understanding the ROOT problem of my case: 

"Bryan, you are focusing on the cancellation policy but ignoring the root cause of the issue: Airbnb’s support team’s failures, you guys have been ignoring the fact that I canceled the reservation as advised by Agent 1 due to a payment issue. You are ignoring the fact that Airbnb’s mistakes (conflicting guidance, erroneous charges, and system errors) caused the issue. Why am I held financially responsible for Airbnb's issues?

Again, please reconsider and re-read my issue. I would like to speak to a supervisor or whoever regarding a goodwill exception."

[Hyunjin7]

I am sick and tired of playing telephone with Airbnb support, is there an email or phone number I can call to escalate this? I don't think support or "specialist" reads my entire issue, nor understands the nuance required, nor do they understand what I am trying to convey. It's always an offshore support agent with a thick accent. 

[Lorina14]

@Hyunjin7 

Sorry to hear about your frustrations with the customer service, you were only doing what they asked and they are not taking responsibility for their part in the issue. 

The only customer service number I know is +1 (415) 800-5959 (I am based in the US; there may be a different number for different countries for customer support). 

@Rebecca @Bhumika @Alex could you please assist Hyunjin with this situation - sending the issue to the right team to address?

[Hyunjin7]

March 14th, 2025 I called again around 6:15 explaining my situation. Agent [redacting his name here] told me that he will call me back after speaking to a supervisor. He calls me back around 6:53 pm, "Hello Hyunjin, I spoke to my supervisor and you don't have to worry about the fee, it'll be waived, and your account restriction will be lifted. I will notify the specialist team" 

Then March 15th, 2025 5:04 AM i get a message from the specialist team notifying me that my account is still restricted and I still owe them the fee.... 

What is going on?????????? 
I called Airbnb support AGAIN, I am told that a supervisor will reach out to me again. 
I really wish I had the phone call in a text message now, I don't know if that phone call was recorded or not! 

[Hyunjin7]

I'm hoping that the issue there is the specialist team was not updated by the supervisor yesterday at 3/14/2025. Or, did the agent lie to me? 

[Lorina14]

@Hyunjin7 

It is possible the team manager was not updated to the situation. All calls are supposed to be recorded for quality control and review. I would keep a detailed log of all interaction for the team. You could also email them if they had given an email (usually the specialist teams don’t call as I have read on the community center chats but they rather email only and most people get so frustrated with long wait response times and no phone number to call them back at).

If not you could always respond in a chat summarizing the phone call and next steps to happen when reaching out so everything is logged in their system in a written form other than just the phone calls.

[Hyunjin7]

I really hope the next team of specialists understands my issue. 

The previous team with Agent Bryan and Agent Asur has been incredibly unhelpful

"financial expert" agent Asur has told me: "The equation is simple, here is the payment link to the canceled reservation you must pay for it for the restriction to be lifted. The link on my end does not show system error" 

Absolutely poor service. The issue isn't what you see NOW, the issue is that the system error occured Jan 16th when I was attempting to rebook the canceled reservation with the refund given on a new payment method. 

Agent Bryan says, "You canceled the reservation" 

I canceled because the support agent back in Jan 13th told me to cancel the reservation and rebook with the refund given after the payment method error is fixed. 

I really hope the next team sees what I am trying to convey, that it is unjust to ask for the fee $892.17 to be paid when Airbnb's platform system error, along with an agent double charging my card without rebooking, and delays in support, cost me my reservation. 

I am just incredibly frustrated. I have never dealt with this issue before while using Airbnb. To me, I am now completely distrusting Airbnb support and Specialist team's ability to come to the correct conclusion, and provide adequate quality of service. 

I am told to wait, again. It's been 11 days now. 
I don't understand why it takes 11 days when this case is simple to understand and anyone can see it's unreasonable to ask for the fee to be paid when it was Airbnb's end that gave me a technical error. 

[Hyunjin7]

It is now March 17th, 3:22pm. I have a payment due on March 18th for my current reservation (Feb 28th to May 30th). My account is still blocked, and because my account is blocked I cannot make this payment. Ive asked Airbnb support to get back to me ASAP and get this lifted, they keep telling me to wait 24 hours and "I cannot do anything only specialist can lift it"

I've asked support, "what will happen if my account is still restricted and I can't make a payment?" Support tells me they do not know. They don't know what will happen to my current reservation???? What? What use is airbnb support if they know nothing?

Im assuming Airbnb just wants our family of four to be left stranded without accomadation in a foreign country. I'd like legal assistance if that is the case.