Airbnb Claim for Compensation

Airbnb Claim for Compensation

What Airbnb did:
I was in a long-term stay while moving from Chicago to Denver to buy myself time to look for an apartment to rent. My stay started 08/01/22. 16 days later, I notified host of a flooding of sewage starting in bathroom sink. It was not resolved and I had to reach out 3 more times until she sent a plumber. Plumber said they could not do anything. Eventually flood got so bad and it smelled so bad I had to evacuate. I was not reimbursed for the remainder of my stay in the amount I should have received. I called airbnb over 35 times now to get additional compensation. Every call I make they say they will have someone call me back. nobody has called me back. they told me I would get a $200 payment back on my credit card. Instead, I got $200 in airbnb credits which I will NEVER be utilizing again. I lost food, my own belongings, time, had to take time off work and spend HOURS looking for housing, calling airbnb, etc. This has been the worst and it was not handled properly whatsoever considering for five nights I was forced to stay in a property with sewage in it until I left.

Submitted by: Anonymous Airbnb customer in Denver | Read more Airbnb complaints


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Airbnb Claim for Compensation

What Airbnb did:
Hi, Airbnb closed my case lastnight after ***** week ***** demanding confidential medical information they required ***** order for ***** full refund ***** $1,200
When ***** arrived at this airbnb ***** received ***** disturbing call that mom went into cardiac arrest and ***** transported ***** St. Margretes *****, Fox Chapel, PA This ***** the conversation b/w the host and *****. It ***** cordial ***** ***** ***** shock that he would not work with me. ***** cancelled within 12 hours ***** he ***** not loose more then ***** day.

With that being said, ***** reached out ***** airbnb as he suggested thinking he gave the go ahead for refund. The Airbnb Investigator took my information and needed Doctors reports. Four days ***** worked with Medical Staff ***** receive confidential information and send reguardless ***** hippa. After ***** week, they said they could not do anything for me! ***** also explained ***** my origional report that ***** ***** not feel safe leaving my personal belongings there and could not leave them ***** my car at the airport
My jewerly ***** valued around $15,000 and ***** not have time ***** secure it due ***** mom’***** hospitalization. Therefore, ***** could not leave it or carry ***** my car. ***** ***** not feel safe there because ***** this. Below ***** have attached the report airbnb NEEDED ***** provide full refund; ***** they claimed. Never happened…they closed my case lastnight. ***** will send ***** the Dr. report as it contains private/confidential information. Airbnb demanded private information and then denied me the refund. Awful! ***** never went into *****
he house. ***** ***** reach out ***** ***** friend here and she connected me with another Airbnb Host that she personally knew.
Marty
3:54 PM
The room ***** ready if ***** need ***** come Earlier then 3. ***** personally will ***** downstairs ***** the house ***** night ***** if ***** have ***** questions or have ***** issue just text me and *****’ll ***** available ***** help ***** out
Korinda
3:54 PM
My son and are headed back from my evens. Canopied all day n people watch***-***-****
3:55 PM
No worries.
Also ***** son ***** more than welcome ***** come help me get situated *****’ll meet ***** later thank ***** and have ***** great day
Korinda
3:55 PM
✌Korinda
5:14 PM
How do ***** use smart lock
Having trouble
Marty
5:15 PM
*****’***** unlocking it remotely for ***** but re read the instructions

It’***** open now
***-***-****push out

Click ********-***-****re for it ***** turn on. The numbers are ***** circle just click whatever circle ***** number ***** ***** doesn’***** have ***** ***** right over the number just the circle. 811012 ***** ***** smart lock code. ***** press the screen ***** turn the pad on. Enter the code and press the round white button under the numbers. It will light up ***** and the door will open by turning the handle and pushing *****.

If the screen ***** not coming up it’***** because ***** the heat. If ***** are ever at the door and can’***** get it ***** work just messsage me and *****’ll unlock it remotely for *****.
Korinda
5:23 PM
***** there anywhere out if good faith ***** could refund me? Honestly, *****’***** too far from my son. ***** thought it ***** ***** Broomfield. Please.
***** ***** not go ***** yet
Trying ***** get internet.
Marty
5:24 PM
My calendar ***** currently {{ address hidden }} for ***** reservation for ***** month keeping me from taking other reservations. If ***** click details ***** can see what ***** options are.

Click details and go down ***** support and see if it lets ***** cancel. My profile doesn’***** allow same day cancellations ***** it most likely will not refund *****. ***** are more then welcome ***** try.
Message from Airbnb Service
Reservation canceled by guest
Korinda
5:34 PM
Truthfully….we found out my mom went into cardiac arrest ***** PA and ***** want ***** ***** with my son. ***** can talk ***** at Margrets ***** ***** Pittsburgh if need *****. Thus ***** ***** unexpected event.
Marty
5:39 PM
***** may reach out ***** Airbnb support but my policy ***** fully explained on the listing and again today around *****. My pol***-***-**** we do not approve same day cancellations. My calendar has been {{ address hidden }} for the entire month not allowing other guest ***** book the room. Safe travels.
Korinda
5:39 PM
Ok

Airbnb Support
Airbnb Support
We see that ***** have ***** accepted reservation with Sabrina. *****. By cancelling the reservation with Marty, ***** have acknowledged the Host’***** cancellation policy and this ***** binding and legal. *****…
We see that ***** have ***** accepted reservation with Sabrina. *****. By cancelling the reservation with Marty, ***** have acknowledged the Host’***** cancellation policy and this ***** binding and legal. *****…

Airbnb Support
Airbnb Support
Hi Yzabel, This should ***** sufficiant and accurate information for the full refund. Im greatful they waited ***** tell me after ***** arrived ***** Denver. That ***** ***** 22 hour drive from PA ***** Colorado. ***** dro…
Hi Yzabel, This should ***** sufficiant and accurate information for the full refund. Im greatful they waited ***** tell me after ***** arrived ***** Denver. That ***** ***** 22 hour drive from PA ***** Colorado. ***** dro…

Hope ***** check-***** went smoothly ***** Lafayette! ***** Host, Sabrina, ***** ***** great person ***** reach out ***** if ***** need anything during ***** stay—but if ***** ever need us, we’re here 24/7.
Hope ***** check-***** went smoothly ***** Lafayette! ***** Host, Sabrina, ***** ***** great person ***** reach out ***** if ***** need anything during ***** stay—but if ***** ever need us, we’re here 24/7.
Last message sent September 6
Last message sent September 6

Sabrina · Lafayette
Sabrina – Lafayette
Ok. Perfect. Sleep well.
Ok. Perfect. Sleep well.
Current trip · Sep 6 – Oct 18
Booking status ***** Current trip for Sep 6 – Oct 18 stay

Marty · Denver
Marty – Denver
Ok
Ok
Canceled · Sep 5 – Oct 5
Booking status ***** Canceled for Sep 5 – Oct 5 stay

Sierra · Brighton
Sierra – Brighton
Hi korinda. Still need something?
Hi korinda. Still need something?
Request withdrawn · Sep 2 – Oct 2
Booking status ***** Request withdrawn for Sep 2 – Oct 2 stay

Airbnb Support
Airbnb Support
Which reservation do ***** need help with?
Which reservation do ***** need help with?
Randy · Broomfield
Randy – Broomfield
Airbnb update: Reservation canceled
Airbnb update: Reservation canceled
Request withdrawn · Sep 2 – Oct 14
Booking status ***** Request withdrawn for Sep 2 – Oct 14 stay
Frank · Hilton Head Island
Frank – Hilton Head Island
Open ***** see latest messages
Open ***** see latest messages
Canceled · Jul 18 – 25, 2019
Booking status ***** Canceled for Jul 18 – 25, 2019 stay
Airbnb SupportConversation with Airbnb Support

Hide details
Skip ***** Last Message (Ctrl-e)Skip ***** Typing ***** Message (Ctrl-*****)
Sep 5, 2022
Message from Airbnb Support
Airbnb Support
5:44 PM
Hi Korinda, let’***** get ***** some help. We’re going ***** ask ***** some questions and then connect ***** with ***** member ***** our support team.
Which reservation do ***** need help with?

Select ***** reservation

Select ***** open user profile for Korinda

Korinda
5:44 PM
It’***** about this reservation

Sunny 420 Friendly Private Room – Queen Bed – Wifi
Sep 5 – Oct 5
1 guest
Message from Airbnb Support
Airbnb Support
5:44 PM
Can ***** describe ***** issue ***** ***** few sentences? This will help our team understand what’***** going on.

Please don’***** include sensitive info like credit card numbers.

Select ***** open user profile for Korinda

Korinda
5:47 PM
There ***** ***** no cancellation policy on my Airbnb. ***** just received ***** call from my moms nursing home ***** pa that she went into cardiac arrest and need ***** fly back ***** pa from Denver. ***** messaged host and he explained his policy again n said ***** could reach out ***** ***** ***** see if this ***** covered for refund
Message from Airbnb Support
Airbnb Support
5:47 PM
It sounds like *****’re experiencing ***** safety issue (including harassment or discrimination). ***** that right?

Yes, it’***** ***** safety issue

No, it’***** something else

Select ***** open user profile for Korinda

Korinda
5:47 PM
No, it’***** something else
Message from Airbnb Support
Airbnb Support
5:47 PM
Thanks. Now pick the topic that best matches ***** situation. This helps us get ***** ***** the right person.

Understanding cancellation policies

***** need ***** cancel for ***** reason covered by Airbnb’***** Extenuating Circumstances Policy

Refund eligibility and policies

***** need help with something else

Select ***** open user profile for Korinda

Korinda
5:47 PM
***** need ***** cancel for ***** reason covered by Airbnb’***** Extenuating Circumstances Policy
Message from Airbnb Support
Airbnb Support
5:47 PM
Thanks. Before we connect *****, does this info solve ***** issue?
Get help or contact Airbnb
Most Hosts and guests are able ***** quickly resolve issues on their own. Explore ways ***** get the help ***** need before, during, or after ***** trip.
Read more
How cancellations work
Sometimes things come up and ***** have ***** cancel. ***** keep things running smoothly, here’***** how ***** can cancel ***** reservation.
Read more

Browse more articles

Yes, ***** got what ***** needed

No, connect me with ***** person

Restart, ***** have ***** different issue

Select ***** open user profile for Korinda

Korinda
5:49 PM
No, connect me with ***** person
Message from Airbnb Support
Airbnb Support
5:49 PM
Do ***** need rebooking support?

Yes

No

Select ***** open user profile for Korinda

Korinda
5:49 PM
No
Message from Airbnb Support
Airbnb Support
5:49 PM
How would ***** like ***** connect with us?

Select ***** contact method

Select ***** open user profile for Korinda

Korinda
5:49 PM
7248895648
Call us
Message from Airbnb Support
Airbnb Support
5:49 PM
Okay, here’***** our number. The person who takes ***** call will ***** able ***** see everything *****’ve already shared, but ***** can always add more detail while ***** wait.
If ***** leave this message thread, ***** can get back ***** it from ***** Airbnb inbox.
Call +1-415-800-5959
Call (toll-free) +1-844-234-2500
Message from Airbnb Support
Airbnb Support
5:58 PM
Hi Korinda,

Thanks for taking the time ***** reach out. *****’***** going ***** forward ***** case ***** ***** member ***** our team who’***** ***** ***** better position ***** resolve this for *****.

We can appreciate that this may have caused some inconvenience ***** ***** Korinda, ***** we’re grateful for ***** patience.

Best regards,
Kristine
Message from Airbnb Service
***** member ***** our team has joined the chat.
Message from Airbnb Support
Airbnb Support
6:06 PM
Hi Korinda,

Thanks for taking the time ***** reach out. *****’***** going ***** forward ***** case ***** ***** member ***** our team who’***** ***** ***** better position ***** resolve this for *****.

We can appreciate that this may have caused some inconvenience ***** ***** Korinda, ***** we’re grateful for ***** patience.

Best regards,
Message from Airbnb Support
Airbnb Support
6:10 PM
Hi Korinda, this ***** Yzabel, one ***** the Support Ambassadors from Airbnb. ***** hope this message finds ***** well.

*****’***** sorry ***** hear about ***** mom. ***** see that ***** need ***** cancel ***** reservation and ***** want ***** receive ***** full refund. ***** would just need ***** confirm this with ***** Host before ***** process this from my end. Just ***** set expectations, ***** refund will depend solely on ***** Host’***** policy, and only ***** Host can override the policy.

Please let me know if there’***** anything else ***** can help with ***** the meantime. ***** appreciate ***** patience while ***** work on this. Regards, Yzabel
Message from Airbnb Support
Airbnb Support
6:20 PM
Hi Korinda, thank ***** for ***** patience while ***** worked on this. ***** ***** able ***** reach out ***** ***** Host regarding ***** concern, and why ***** had ***** cancel the reservation. We have dedicated ***** lot ***** discussion and thought ***** ***** concern. However, ***** Host insisted not ***** provide ***** ***** refund beyond the policy.

As much as ***** would want ***** refund *****, ***** would not ***** able ***** do ***** without ***** Host’***** authorization. My goal ***** ***** provide ***** ***** resolution that favors ***** but please understand that my hands are tied within the policies ***** Airbnb.

Let me try ***** consult this with my team if we could at least issue ***** partial refund for *****. *****’ll let ***** know how it goes. Thank ***** for ***** patience. Regards, Yzabel
Message from Airbnb Support
Airbnb Support
7:50 PM
Hi Korinda, thank ***** for ***** patience while ***** worked on this. We know that this ***** ***** difficult time for *****. ***** ***** considered for ***** refund ***** will need ***** provide at least one ***** the following pieces ***** documentation:

– Death Certificate
– Obituary (from newspaper/publication or online)
– News articles related ***** the death (article must name the individual ***** question)
– Police report

Documentation will have ***** ***** submitted within 14 days and can ***** ***** the form ***** scanned or photographed documents, photos, which ***** can attach when replying ***** this message.

Please let me know if *****’re able ***** provide this documentation. Then ***** can review the situation and follow up with *****.

Thank ***** for ***** understanding. Regards, Yzabel

Select ***** open user profile for Korinda

Korinda
9:19 PM
She ***** not die
She had heart failure and ***** the ***** on ventilator. ***** will forward documentation.
Message from Airbnb Support
Airbnb Support
9:28 PM
Hi Korinda, ***** truly apologize for my confusion regarding the situation.

***** will ***** waiting for the documentation. ***** just want ***** inform ***** that this ***** not covered by our Extenuating Circumstances. However, as ***** don’***** want ***** fail ***** as ***** Support Ambassador, *****’ll discuss with my team and leadership if we, Airbnb, can provide further refund for this case.

Even though ***** cannot guarantee approval ***** ***** amount, ***** believe that it’***** worth discussing with my team as my goal ***** for ***** ***** recover from this experience as much as possible. Thank ***** ***** much for ***** understanding. Regards, Yzabel

Select ***** open user profile for Korinda

Korinda
9:30 PM
Also the safety concern.
Neighborhood
Message from Airbnb Support
Airbnb Support
9:33 PM
***** understand that ***** feel that way, Korinda. As discussed, ***** will ***** waiting for the documentation for me ***** ***** able ***** consult this with my team. Thank *****, Korinda.

Select ***** open user profile for Korinda

Korinda
9:34 PM
Thank *****.
Message from Airbnb Support
Airbnb Support
9:35 PM
*****’re welcome.

Select ***** open user profile for Korinda

Korinda
9:35 PM
*****’ll have that tomorrow
Message from Airbnb Support
Airbnb Support
9:35 PM
***** will wait for it tomorrow then. Thank ***** for working with me ***** this. Best, Yzabel
Sep 6, 2022
Message from Airbnb Support
Airbnb Support
4:30 PM
Hi Korinda, ***** just wanted ***** inform ***** that ***** am back ***** the office and ***** may send the supporting documents anytime now. Looking forward ***** hear from *****. Regards, Yzabel

Select ***** open user profile for Korinda

Korinda
4:31 PM
Ok. They have ***** fax ***** me or mail. *****’***** waiting ***** get the fax number for where *****’***** at now
Dr. N Medical records are confidential
Message from Airbnb Support
Airbnb Support
4:32 PM
Thank ***** for the update.

Select ***** open user profile for Korinda

Korinda
4:36 PM
***** welcome ***** call Concordia ***** Fox Chapel, pa and ask for Beth. Administration. That would ***** more appropriate. CONCORDIA LM *****
+1 (412) 767-5808
Pittsburgh, PA. They can fax ***** *****.
***** moved ***** Denver from Pennsylvania last Thursday. My family just told me yesterday because they ***** want me ***** panic during my drive. ***** made it safely ***** now ***** can manage this stuff.
Message from Airbnb Support
Airbnb Support
4:38 PM
Hi Korinda, we won’***** ***** able ***** get ***** touch with them as it ***** outside the scope ***** our job. The documentation has ***** come from *****. Thank ***** for ***** understanding. Glad ***** hear ***** made it safely.

Select ***** open user profile for Korinda

Korinda
4:39 PM
. Lessons learned.
Message from Airbnb Support
Airbnb Support
4:46 PM
Thank *****, Korinda.
Message from Airbnb Support
Airbnb Support
9:47 PM
Hi Korinda,

***** would just like ***** let ***** know that my shift ***** about ***** end. My apologies, but ***** won’***** ***** able ***** respond ***** this query until September 8, 2022.

If ***** require urgent assistance, please call us; otherwise, ***** will continue ***** work on ***** case when ***** get back. Regards, Yzabel
Sep 7, 2022

Select ***** open user profile for Korinda

Korinda
12:04 PM
Thank *****. ***** had ***** down load ***** fax app last night. Hope it works. Concordia ***** sending today. Tks for all ***** help.
Sep 8, 2022

Select ***** open user profile for Korinda

Korinda
3:06 PM
Hi, Concordia mailed ***** copy ***** ***** reports 2 days ago due ***** Hippa It ***** being mailed ***** my address ***** Denver. ***** it ok ***** wait till it arrives and then send copy ***** ***** via photo?
***** have not had luck with the fax app. ***** we might have ***** wait for USPS copy.

Sep 9, 2022
Message from Airbnb Support
Airbnb Support
3:15 PM
Hi Korinda, this ***** Yzabel, *****’d like ***** let ***** know ***** deleted ***** previous ticket, as it contained ***** personally identifiable information. Please reply ***** this message from this point onward. ***** apologize for the late response as ***** just got back ***** the office.

As discussed ***** my previous messages, ***** have no assurance that we would ***** able ***** get the full refund for ***** since the situation falls outside ***** the Extenuating Circumstances Policy. https://www.airbnb.ca/help/article/1320/extenuating-circumstances-policy

***** would just like ***** inform ***** that ***** ***** only able ***** get approval ***** refund 50% ***** the reservation amount. Thank ***** for understanding. Let me know if ***** wish ***** go through with this. Regards, Yzabel

Select ***** open user profile for Korinda

Korinda
5:57 PM
Wow. That’***** ridiculous. His Airbnb never went off site even when ***** booked. The day ***** arrived; within 12 hours it ***** still up available on Airbnb ***** he ***** not loose money. Please cross reference this information. How can he say he lost potential customers if he never {{ address hidden }} my dates. Just ***** question before we move forward. Safety ***** the concern because ***** location. Im flying back ***** pa and ***** not feel safe leaving my items there. Especially after asking him personally. If ***** feel unsafe at Airbnb, on top ***** moms hospitalization; that falls under Airbnb promise.
Message from Airbnb Support
Airbnb Support
6:25 PM
Hi Korinda, thank ***** for sharing ***** thoughts with me. ***** Host’***** place ***** blocked for ***** reservation and ***** freed when ***** cancelled. Since this ***** ***** last-minute cancellation, the Host lost ***** day ***** find another Guest for the place.

Anyway, upon checking ***** account, our team has verified that ***** made another reservation with another Host on the same dates and location. That said, we won’***** ***** able ***** consider the documents ***** provided, and we would no longer ***** providing ***** refund.

Let me know if ***** have other concerns; otherwise, *****’ll close this ticket out. Regards, Yzabel

Select ***** open user profile for Korinda

Korinda
6:27 PM
***** ***** not
***** went ***** ***** safe Airbnb ***** drop my items off. ***** even told me she’***** ***** great, safe host.
***** Host, Sabrina, ***** ***** great person ***** reach
out ***** if ***** need anything during ***** stay
-but if ***** ever need us, we’re here 24/7.
Hope ***** check-***** went smoothly ***** Lafayette!

***** Host, Sabrina, ***** ***** great person ***** reach out ***** if ***** need anything during ***** stay—but if ***** ever need us, we’re here 24/7.
Should ***** contact Airbnb corporate
Our entire family use Airbnb. My husband Jeff goldstrom just booked ***** sea pines, Hilton head, sc
Message from Airbnb Support
Airbnb Support
6:34 PM
We see that ***** have ***** accepted reservation with Sabrina. *****. By cancelling the reservation with Marty, ***** have acknowledged the Host’***** cancellation policy and this ***** binding and legal.

The cancellation policy stands, and we will not provide ***** refund. Thank ***** for ***** understanding. ***** may contact whoever ***** want, Korinda. Please understand that policies are created ***** instill order ***** our community. My goal ***** ***** provide ***** ***** resolution that favors ***** however, Airbnb could only act within the scope ***** our policies.

Let me know if there’***** anything else ***** need help with. Regards, Yzabel
Message from Airbnb Service
This case ***** closed. Still need help? Contact us

This ***** NOT fair ***** the airbnb community; especially being ***** loyal client….

Please contact me @ 724.889.5648 or korindakayg@gmail.com
<*****>

Submitted by: Anonymous Airbnb customer in Lafayette | Read more Airbnb complaints


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Airbnb Claim for Compensation

What Airbnb did:
Airbnb removed an honest, insightful review that I left regarding a stay in San Juan, Puerto Rico “Charming PH In Old San Juan I Private Rooftop” from July 1-4th, 2022.. Confirmation #: HMXTBM2NP4. I have since realized that they also removed another review, of the same property, that had mentioned similar sentiments that the apartment needs repairs and better general up keeping practices. They are censoring their reviews and will not provide me with evidence that any of their policies, in reviewing the property, have been violated. The apartment was very neglected with several large issues including very dangerous “stairs” that lead from the living area to the rooftop deck- the “stairs” are actually treacherous- that should be disclosed for families with children or elderly guests. The furniture looked like beautiful antiques online but in person it was obviously thrift store finds- felt old and dirty. The doors didn’t open properly, the sheets were old and extremely cheap, the dishes mismatched, some with price tags still on- put away without even washing and the entire apartment needed a thorough cleaning including throwing away numerous pots filled with dead plants. Considering the nightly rate at this accommodation, it wouldn’t be unreasonable to have expected higher standards.The host, Asha, complained about the review and Airbnb removed it and sent me an email stating that I had violated their review policy. However, despite my repeated requests, they have not informed me of which specific policy was violated in my review. I have read and reread all the policies and none was violated in the slightest. I want my review to either be reposted as originally posted or reposted with the “violation” removed. I have asked for this several times and was told that was “impossible”. I have also requested a copy of the original review as I do not have a copy and was told this is “impossible”. This is a violation of MY rights and incredibly negligent of other guests rights as well. The cost of the stay was $1,653, I did not ask for, nor receive, financial compensation but this has caused me great distress. Based on the fact that they also removed the other negative review that was posted by another guest after mine, this seems to be common practice. I am livid.

I want my review to be reposted as is- or if they provide evidence that I did violate one of their review policies, then I want an opportunity to revise and repost my experience.

Submitted by: Anonymous Airbnb customer in Delray Beach | Read more Airbnb complaints


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