How do you file a complaint against a host?

[Tammy37]

Had a confirmed booking, had already paid, then the host said he wanted $100 in cash on arrival as a surcharge.  We disagreed, but eventually cancelled, since we knew he would eventually cancel us out so he could gouge someone else.  

Because we cancelled, we have to eat the service charge.

Two questions:

1) how do we file a complaint against this host?

2) How can we petition to get the host to eat the service charge?

thanks,

Tammy

[Safronia0]

I had some post that I was a thieve and lair and I was messy. She claims I did leave the keys but yet did not open her bedroom door when I was leaving to show her the keys. The place was a dump and now I cannot do anthing about the post. I belive this is slander and you need evidence to put this up on my review. It is also abusive 

[Lyn86]

I too am having a very difficult time finding an avenue to make a complaint. I put in the location we needed. 20 choices appeared and we chose the one most suitable. Not until we made payment (PayPal) did the address appear which was 35kms away (next town) from where we wanted to stay. At no point anywhere in the process did it state this house was in the next town! We are going to an evening event, do not want to have to travel in rural area in the dark, and wanted to be able to relax and have a drink. Our host blatantly refuses to act despite contacting her within the hour of make the booking. The booking was for 1 week in advance. We have to either loose the full amount of $137. False advertising completely! Confirmation reference ** - ** Western Australia **: Host **

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[Letti0]

@Lyn86  Call AirBnB it should be clearly listed like my listing Rural area with driving times or miles from main points of interest. 

AirBnB Australia +61 2 8520 3333   

[Liza75]

Hi my name is Liza Mc Nabb,,im very ill at the moment and allowed younger kids have nice holiday aunt,,Portugal,,

I maid a instint booking for my kids and aunt,,

We phne host immediately she spoke to us she behaive as if

she dnt no wht we were talking about,drop the phne and switch her phne off,,

We tried phne two different phnes send mesages to her she never responded ,,i send mesages air bnb nothing,,

She send mesage this morning that she was waiting for us flat lied and say our phnes did not have signal and we must gt money from airbnb,,

I

How do i gt money back and do i have pay service charges 

Im sure it was a race issue,no other explination for it ,,

[Sarah977]

@Liza75    I  have no way of knowing why the host behaved the way she did, so I'm not saying you're wrong about the discrimination. But you can't make a booking for someone else on your account unless you are going to also be one of the guests on that booking. It's called a third party booking and is against the terms of service of Airbnb. Your aunt would have to open her own account to book if it's just her and the kids.

To get your money back, you have to cancel your booking. Talk to airbnb- the contact info is near the top of the Help pages on this forum in a big post "Contacting Airbnb".

[Trisha40]

Help! First time booking with Airbnb and it is already a disappointment. Our family of 14 booked a house through Airbnb last night. The process was quick and easy. Our dates were available, we paid, and received our confirmation number, and booked our flights. Our dream vacation has become a reality. 

My mother received an email this morning, 12 hours later, from the owner stating “oh, looks like you got to my calendar before I could.” He went on to say that our arrival date was no longer available and asked if we could arrive a day later. Some might think, that’s not an issue. For us, that means changing flights, costing more money, taking off an additional day of work, etc. My mom explained our situation and instead of him replying, even with a simple, I’m sorry, he canceled our reservation. As an owner in Airbnb, you should have a responsibility of keeping your calendar up to date. No excuses. 

[Trisha40]

Oh and how and where can I file a

complaint

[Sarah977]

@Trisha40  You're perfectly right-  it is the host's responsibility to keep their calendar up-to-date. If it's any consolation, the host will be penalized for the cancellation and have their calendar blocked by airbnb, so they won't be able to rebook those dates.

I assume you Instant Booked this place? A suggestion, especially when so much rides on knowing you have a secure place to stay- don't Instant Book- contact the host first, either through an Inquiry, or a Booking Request. Ask whatever questions you feel you need to, to allow you to feel confident that the host won't cancel on you after you've booked flights and such.

[Geraldine133]

I had a terrible experience at a house. No more than 4 hours into our stay we were kicked out around 8:30pm and the host and her husband was verbally assaulting us. And they baracaded the door and wouldn’t let us leave without demanding to take photos of our IDs or DL. Who can I contact to request a refund?  and how can I get the terrible host removed from Airbnb because apparently it’s happened before. Might I add most of our belongings were left behind because she gave us a time limit to gather our things and go or else we would be fined over $5,000. Please help!

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[Syl11]

@Geraldine133  

This is from Dave & Deb helpguide on the top on this forumn, page 1

Step 1: Log into Twitter

Step 2: Search for @Airbnbhelp and choose "Follow" them.

Step 3: Send a Direct Message (DM) explaining your issue and wait for their response.  They may ask for information such as your listing but always provide it over DM so it is not public.

3. Calling Airbnb's Customer Experience Line

 ***Please note that these phone numbers and any numbers below are meant for URGENT MATTERS so it is best to use the above two methods first***

Here are the phone numbers for Airbnb.  If the area where you are hosting is not listed, check out the two ways below this list in order to find their number for your area.

United States and Canada

+1-415-800-5959 +1-855-424-7262 (toll-free)

[Jim382]

In May my wife and I reserved a room from this host:

**

The reservation was for August 5-15, and on August 4th I texted and left a voicemail to get the check in info.  There was no response, and on August 5th I drive to the apartment complex and text him.  He calls back and says that he doesn't have the apartment anymore and the listing shouldn't be on airbnb.  Now I have nowhere to stay and have to find a motel room at the last minute.  This is completely inexusable and a very poor reflection on airbnb.  I'm beyond livid.  I called airbnb and got a refund.  However, since they canceled the reservation, I can't review this host since I've never stayed at his place.  Ridiculous.  If anyone reads this, do not rent from this host.  What he did was not only extremely rude, unprofessional and dishonest, it could have had consequences for the first part of my trip, which was for business.  He should be banned from ever using airbnb.

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[Mohammed69]

I have a problem with my host I already paid for the home before the check in maybe like 1 week and when we reach to the home we find rooms not clean not clean not clean pillows and blanket and the big problem with the AC all the home is too hot and the host said i will bring company to fix it and they already come after that doesn’t changed and i told him again the problem is still same problem and he replied me yesterday and told me the company will come again today and there is no one come and he said they will come tomorrow I cannot go with this dealing because This is not the way to deal we cannot sleep we cannot wait because we will get back to our home We did not enjoy our travel knowing that it is our right to enjoy our travel and we get full respect from the host and provide the services mentioned in the program at the time of rental

[Calandra3]

Hello, i need assistance in making a formal complaint against a Airbnb HOST< My daughter who is 21 and 2 other young ladies booked an Airbnb in Buckhead Atlanta for a concert and to also celebrate her friend birthday, She calls me at 11pm stating the host canceled their reservation due to them not wanting to go meet a prior guest of his who still had the parking key fab!!! YES, the host insisted they 3 young ladies who are not from Atlanta to go meet a total stranger to get something that he shouldve provided for them at check in!!! Well of course i told my daughter not to go and when she told him (he has a lady pic as his profile) he immediately starting yelling at her saying to go get the key from previous guest. SHe then contacted airbnb per my request and filed a complaint and when the complaint was filed he got upset and canceled their reservations immediately!! they then had to go to the property where he then met them to retrieve their belongings and find somewhere to stay at midnight last night, I am beyond angry that Airbnb have hosts like this and to also put these ladies in a scary situation, Although they did find a hotel just the experience and overall turmoil they experienced amongst money lost because they missed an event due to the change we will no longer be using AIRBNB again and i will also tell my family members and friends not to It is my hope that JANDIE (HOST) will no longer be able to host being how he treated my daughter and her guests, i have text messages from him to my daughter and i was on the phone when he finally decided to show up and he was yelling and screaming, I will not stop unitl this issue is rresolved!!!! Even if it means that i have to personally hire a private detective to have this resolved, someone from AIRBNB need to contact me asap regatding this issue. I am Calandra ** i am sure you an find me with my name and contact profile and once i get some answers and resolutions i will then close my AIRBNB account! i have also forwarded the messages to my attorney.

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[Sarah977]

@Calandra3  Taking what you say at face value,  the host was most certainly out of line. 

Are you aware you have posted this on the community forum? This is where hosts and guest post questions and suggestions to help each other out and it's totally fine to vent here-many of us do. But Airbnb corporate doesn't respond here, and I doubt they even read any of it- you need to report this to Airbnb directly.

[Simon515]

I made a booking 2 weeks prior to my stay with a host in Margaret River (Percheron Place).

the ad placed on Airbnb was misleading, so when I realized I was up for extra costs for more than 2 people ( its a 3 bedroom property)I cancelled my booking. 

The host is now withholding $162 of my booking fees because she says I cancelled with less than 4 weeks notice!! I tried calling her to explain I only booked 2 weeks before my stay commenced, so how was I supposed to give 4 weeks notice????

she did not answer the phone and after trying to call her again, with no reply, I made application through Airbnb for a full refund. The host refunded $927, but refuses to refund the remaining $162

I emailed her and in the end,she claims I was harassing her and refused to communicate. She used some pathetic excuse for not returning my calls that she was ‘busy’! Well if you’re too busy to return a phone call, don’t advertise in Airbnb!!