I own a 5000+ square foot executive home in a gated community in Las Vegas. My tenant illegally rented out my home for up to $750/night. My neighbors reported that on a daily basis limos and party buses would roll up with 15-20 people going in and out of my house daily. My home was subject to bachelor parties, naked pool parties, and even had a rap video filmed inside. Airbnb does not check that “hosts” are authorized to rent out the homes. As a result, my home suffered over $25,000 in damage. When I reported it to Airbnb, they refused to remove it from the site and cancel future reservations. I had to get the police involved and move people out in the middle of the night. The same host is doing this with other unsuspecting homeowners. If anyone files a class action on behalf of property owners, I’m in. How is it that Airbnb does not check to see if a host is legally entitled to rent out someone’s home? Also, when notified, how do they not shut down the listing, as well as their other listings immediately?
Our daughter has been attending college in Maryville, Tennessee. She contacted us with the logistics for graduation. After speaking to several family members it was decided that we would look for a cabin to rent instead of all of us finding hotels. My son, who has been an Airbnb host for several years, suggested that we use Airbnb again (we had used it once before with excellent results). The search was on to find the perfect spot for 14 of us to meet and stay for the May graduation. After several emails back and forth amongst the group we had narrowed it down to two places. The reviews were great for both, and the price was about $100 difference per couple between the two. We made sure that the cabin would accommodate the group, and that it would be handicapped accessible, which was confirmed by the host.
After asking a few more questions of the host for “A Little Piece of Heaven” in Sevierville, Tennessee it was decided that we would take that one. On January 2nd, 2017, we paid $1498 for the booking. It was rented for May 18th through the 23rd. All of us were excited and I exchanged a couple of emails with the host, “Jouandot Enterprises”, telling him that we were excited.
Fast forward to the week of the trip. We were driving leaving Naples, Florida on May 17th heading to the cabin to meet up with family coming from Michigan and Pennsylvania. The host emailed me with the code for access to the cabin and wished us a safe trip. It would be a 15-hour drive and we would stay in Pigeon Forge for the night. We could not check into the cabin until 3:00 PM the following day.
After meeting up with our daughter in Pigeon Forge after her last final, we looked around and enjoyed some of the sights and then decided we would go to the grocery store and then head to the cabin.
We drove in still excited, and upon walking onto the deck noticed that there was an overturned trash can, and what looked like a planter with no plant that had been tipped over. There was dirt all over the deck. We then walked further onto the deck and there was a mop leaning against the wall and a picnic table that when leaned against literally swayed with you. There was a hot tub whose top looked to be either too small or badly damaged as there was a thick layer of dirt and waves in it. Coming onto the deck from the other side, there were molded slats around the hot tub. We saw the two rocking chairs that we had talked about sitting in to look at the view (which was by the way, still stunning). It looked like some type of varmint had been eating the wood above them, and there were wood chips all over. There were spindles on the railing that had been kicked out and had not been repaired. The gate to the deck downstairs was barely hanging on. Looking over the rail, someone had tossed a bag of garbage into the woods below and trash was scattered about.
We saw a gas grill and thought: “Well, at least there is a grill to make the burgers.” Upon further inspection, the three burners were completely rusted through and the grill was filthy.
I used the code and opened the door to look directly at the arm of a dining room chair hanging off the chair to the right, and to the left a spring sticking out of the back of the couch, which was supposed to be one of the beds.
Underneath the dinner table, there was a yellow stain. Urine? Vomit? The rug was disgusting and you could tell that it not only had been there for a while, but it had not been cleaned in a long while.
By this time, I was more than a little upset and my husband said maybe we could just clean up a little and make the best of it. We looked around in the bedrooms and there was not a blind there that hadn’t been broken or was about to fall apart. We were going to open it up some as it was overcast outside, and dark inside the cabin.
The surfaces looked to have been wiped down, but there was no pot in the coffee maker. I opened the cabinet to find the pot, with a hole in the bottom of it. There were thin quilts on the beds and questionable sheets, with no mattress pads at all. The only spare linen we found was stuffed in a magazine rack in the living room, and blankets had been thrown – not folded – in the top of the closets in both bedrooms. So the question in my mind is: how clean were they?
There were ticks in the bathroom tub and dead roach carcasses in the windowsills and on the dresser in the upstairs bedroom. There was a broken lamp stuffed in the closet that we found when looking for any spare linen.
Trying to make this cabin work was just not going to happen. I stepped outside and tried to regain my composure; I was just sick. I placed a call to the hosts and left a message. By then I was in tears as I had no idea what we were going to do… there was more family en route and nowhere to stay.
There was no way to make this cabin work; it was awful. After about fifteen minutes one of the hosts phoned me, and I explained that I was so disappointed that the cabin was filthy and in such bad disrepair. He said that he was so surprised to hear this as the people who checked out the day before said nothing. I told him that I can’t speak for other people, and I asked if he had another cabin nearby that we could try. He said that they did not. I was mid-sentence telling him that we could not stay when the call was dropped. I couldn’t get him back on the line. He texted me a few minutes later that he would call his cleaning service. I responded that we would be leaving the cabin and going to find rooms in town. I also told him that this was not just a cleaning issue; this place was in disrepair.
The host proceeded to offer us a 20% discount on the cabin if we wanted to stay. I thanked him and told him that even at no charge, we would not be staying.
As I was texting him, my sister-in-law arrived with her family – they have the handicapped son. She took one look and told me we would get a room in town.
One thing the host did say while I had him on the phone was “it is a ‘rustic’ cabin.” My response was: “I have stayed in many ‘rustic’ cabins. I’m from Idaho originally. Rustic doesn’t mean filthy and falling apart.”
I think this would be a lovely place to visit, but hosts need to have pride in their properties. Keep them clean and in good repair. This was one cabin where the reviews and the pictures did not match what we found.
For the record, we work every day. I cleaned houses and offices for many years and I am now an office manager. My husband is a painting contractor. We work very hard for our money and to be able to afford to take trips, so to find this was totally unacceptable. It was not a great way to start what was to be a celebration trip.
We went into Pigeon Forge and I tried contacting a couple of other Airbnb hosts to find available places that were available to rent for our group. We saw a Cabins USA office, and our daughter’s coach suggested we give them a try. She called them and they had one place available. It was a little bigger than we needed and more expensive; however, it was available, so we took it.
Once we had settled into the new cabin, I phoned my son and asked him what I needed to do. He instructed me to go online and cancel the reservation and then email the host and to do it through Airbnb. I got online at Airbnb and tried using the Help feature in the app to cancel. It kept giving me an error message and just continued to ask me to check in. I then typed out an email to send and tried to send it tree times, receiving an error every time.
Frustrated, I emailed the hosts from the listing on Airbnb. I explained that we had left the cabin, and would not be staying. I asked what I needed to do to request a refund.
The next morning, (19th) I emailed the host again to confirm that we had left and asked what I needed to do to request a refund.
Within the hour, they texted me back and said that they would issue a refund through Airbnb. I responded thank you and went about the day. I thought the matter had been resolved.
We had several activities going on at the college which were about a 45-minute drive. We were there for a graduation, so we proceeded to visit with family and attended some of the festivities.
Later in the day I was shopping and I received a call from Airbnb. I explained that I was in the store and asked if they could call me back? I shared that I thought the matter was resolved as the host said that he would be issuing us a refund. However, I would be happy to speak to them, just a little later. I did ask if I could call them? I just asked that they email the contact information.
That night I checked my emails, and there was an email from Airbnb. I typed a response stating that I felt the matter was resolved. The email was sent at 10:47 PM, May 19th. This email was sent in response to the complaint that I had sent on the 18th – the one I thought had not gone through. I found this out from Airbnb Customer Service.
On the 20th we were scheduled to move our daughter out of her dorm and into an apartment in Knoxville. It wasn’t until later that night I saw different emails on the 20th. It had taken the better part of the day to move, and I really didn’t think anyone else would be contacting me. Graduation was on the 21st and we had a dinner out so we did not get in until late. I was not looking for any emails or calls from anyone. We were just trying to enjoy this time with our daughter and family.
On May 24th after we arrived home in Florida, I reviewed the emails from different Airbnb people from May 20th. I emailed a response. There were also several “rate your stay” emails, which I kept deleting as I didn’t want to kick a dead horse. Then about the fifth time, I left a one-star review. It was short and sweet: the cabin wasn’t what we expected, we did not stay, the matter was resolved. The cabin could be much better with a little TLC. No lies, no trashing the people. Short and sweet.
In the meantime, I keep looking at my credit card and waiting for the refund. Then towards the end of May, I sent an email to the host asking if there was something more that I need to do: contact Airbnb, or what?
The next day I receive an email from them stating, “there will be no refund.” Airbnb had left it up to them since I didn’t respond. I responded with an email that stated that I had copies of the responses sent to Airbnb and to him. I explained that I didn’t think I needed to do any more than I did as he told me he was going to issue a refund. I thought the matter had been resolved. However, I also told him I understood that he did that likely so I would tell Airbnb that and not pursue the case any further.
I was so angry. Was he serious? This “host” was just going to take the $1500 and dismiss us? Well, not without a fight.
He also stated that I left him one star… so in my response, I told him that I wasn’t even going to leave that. I explained that I didn’t lie and I didn’t blast him or his cabin, I just said we didn’t stay. This guy is a real piece of work. He works Airbnb to his benefit, and the fact that he did it the way that he did, indicates he has done it before. He also shared that his reputation speaks for itself, and he wished me well.
Again, I got on the phone to Airbnb. I reached them on the same 415 number listed on this site. I spoke to a representative who sounded genuinely concerned at the predicament. She said would email me and I needed to respond. I told her I was at work, so it would be later that night or in the morning (this was Friday, June 9th). There were other photos on my husband’s phone that I needed to send as well.
She told me that I had time, just get them together and send them. On my lunch hour, the same day, I printed the texts and emails and emailed them to firstname.lastname@example.org. This was a reply to the email that she sent to me as promised. That email went through fine. When I got home I put all of the photos together. I then tried to email them to the same email address and immediately received an error email that Airbnb did not receive the email with a link. The link took me to the listing for the cabin and hosts along with the help page.
I then called a 415 number and it was a recording that said my response person would get the message that I had phoned and be in touch. Nothing.
This brings me to June 14th at 6:00 PM. I was just walking in the door from work and my phone rang; it was Airbnb. There is a woman who confirms who I am and proceeds to tell me that they are closing my file as I have not responded to their requests… what have I been doing, then? I proceeded to explain that yes, I have responded, several times what is she talking about, and we would not be closing the file, not by a long shot.
Is there anyone there that even reads these responses? We talked for a few minutes more, and she said she understood that there was likely some confusion on my part about the need to respond since you felt the matter was resolved. Not until recently did she find out that it wasn’t. She told me that she would speak to her supervisor and get back to me by phone or by email.
Today, June 14th. Email from BobbiLee:
Thanks so much for your patience throughout this process. We appreciate the time you’ve taken to share your concerns with our team. However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
We’re truly passionate about providing our community of hosts and guests with the best possible traveling experience. I’m really sorry that this hasn’t been the case here. Just know that we’re always working to improve our products and policies, and even when we aren’t able to accommodate requests, we absolutely value our users’ feedback. As a customer of Airbnb, your voice is both powerful and essential and I’ll be sure to pass your thoughts on to the right team.
Thank you for your cooperation during the mediation process and for your valued time and contribution.
My Response June 15th:
Airbnb will “disengage” from further conversations even though this matter is far from resolved. I have not spoken to the same person twice and Airbnb feels that they have done a thorough job investigating this case? I’ve sent copies of texts and emails. I was unable to send photos, as the email address that I used to send you copies of conversations had with the hosts always produced an error. I called your corporate office number and it said that someone would be in touch, I sent emails asking what to do… and nothing. Now this?
I did send the photos to the owner. He knows what the property looked like and still couldn’t find anything wrong? He never even commented on it. Maybe he knew he wouldn’t have to provide anything to you, because Airbnb really didn’t care one way or the other? You ruled in his favor, as that’s what he told me, and left it up to him to decide on a refund? So, instead of making your host follow through on what he wrote to me, you threw me, the customer under the bus and let him decide. How convenient for you.
I find that more than a little disturbing and it is apparent to me that I will need to seek other advice. I can’t afford to just throw away $1500 for filthy accommodations.
Shame on you as the company, and shame on the hosts for thinking that this is acceptable.
We were told that we would receive a refund on the 19th at 11:47 AM from our hosts. I thought the matter fully resolved and wrote as much in an email to your staff. A refund is what I was promised and a refund is what I fully intend to pursue.
I will seek legal advice in the matter of this rental. I work hard for what I have and we paid your company up front for a cabin advertised as something it was not. These are unacceptable business practices and I’m more than a little insulted that you think that what Airbnb did was a “resolution” to this situation. You and your “host” turned what was to be a celebration of our daughter’s graduation into a nightmare!
Rest assured I will let others know what happened here. It is like being robbed.
You and your host stole money for a service that was promised and not provided, then lied.
Then neither of you notified me of anything that had changed… a little cowardly don’t you think?
Bad form Airbnb, very bad form. Question is, do you really care? I think not.
Pennie Kimberlyn Hall
Very Disappointed Consumer
As a follow-up, my husband then phoned and got a young lady on the phone to again explain what had happened. He asked to speak to a manager as it is apparent that the people who answer the phones can’t get anything done. She asked to whom we had spoken and the name of the person we last spoke to. I gave them the name of the representative and then told her there was an email signed by BobbiLee. She told us that she was trying to get through to her, but couldn’t get an answer. She said that BobbiLee was in the office. She said that she would message her to call us back ASAP. It never happened, and we have not heard from anyone since. This was the call that I was told they had received the pictures that I sent, and the cancellation email that I sent, even though I received an error message on my end? So, if they had all of the information and the pictures, how can they say that I didn’t respond to their requests for information?
I found this website. Maybe there is something that I can find out here… thanks for letting me vent. However, I am so truly disturbed by this experience that I will never use Airbnb again. The good experiences that I have had have been overshadowed by this one. I’m disgusted that others may have to go through this as well. I am going to keep working on this, I assure you. I would appreciate any feedback.
I had already had an Airbnb host cancel for the Formula 1 weekend in Montreal, so my choices were limited. I picked someone despite evidence of recent cancellations and a 2.5 cleanliness rating. Communication was minimal but the host said she was busy at work; there were no major worries. I sent a reply through the Airbnb site on Thursday to let her know I would arrive at around 5:00 PM and would text once we knew our exact arrival time. There was no response. We flew into Montreal, met a friend, parked near the apartment, and then went for lunch. While eating, the text notification came up: “Your host has cancelled”.
She did not have the common courtesy to provide a note or reason. We were stranded in the middle of Montreal on its busiest weekend. I phoned Airbnb but could not get through. I knew they would not do anything (their 10% credit if you rebook is a joke) so I headed to the race. I tried to find acceptable lodgings but there was nothing in the city under $250 per night. In the end, we found a bar beneath a flophouse and I went in to charge my phone and look for places far away. On a whim, we checked the flophouse and there was one room left. With no other option, we took it. One of us slept on the floor in a room with no aircon, and a fan that would turn off with the light. Prostitutes use this place for an hour at a time. It was not pleasant.
Airbnb is only as good as its hosts, and there are many good ones. However, it just takes one useless piece of garbage like this to ruin the whole experience. This host also removed the listing, but I’m sure she’ll be back under another name to ruin the weekends of more travelers.
I just wanted to apologize for the rude behavior from other hosts. My hosting style is super casual and my only desire is to make my guests feel like they are welcome and wanted here at my cottage on the lake. I have come across other Airbnb host sites and I have read some very negative things other hosts say about their guests that are shocking and disturbing to me. They run their Airbnb rentals like jails and they are very rude and controlling. They are rigid about check-in and check-out times, some demanding guests arrive within five minutes of their scheduled time. Some want proof of a flight delay, and so forth. They complain about guests using the kitchen and taking the shampoo provided for their guests. Not every host is like that. Ideally, you are a guest and should be treated like one since you are paying for a room, or a house during your stay. My only advice is to leave a negative review, since this hurts them the most. The host should be reported to Airbnb also, so that you can get a full refund. From my experience, Airbnb usually sides with the guest. Thank you, and safe travels.
Airbnb is a giant scam. Beware. Their customer service sucks (both as a host and as a guest). But that is only the tip of their iceberg. Hosts (especially) should use VRBO or other vacation rental resources, and travelers and guests are advised to do likewise. Airbnb claims to verify their renting guests, and puts many hurdles in the way of hosts trying to require potential guests to fully identify themselves. Only owners or hosts who own fleabag properties would allow any Joe Schmoe to take possession of their property without providing full ID – SSN, Drivers License, DOB, full name, mailing address, etc. – and permission to run a credit check. Maybe that is why so many Airbnb properties are fleabags.
We have properties worth over $1 Million with valuable furnishings and artwork and there’s no way are we going to give the keys to someone Airbnb will not let us verify. I am a realtor and attorney, and I can tell you horror stories when owners do not fully vet guests themselves.
We recently tried to check on one “verified” guest, only to find that their cell phone was really someone else’s (same first name, but different last name and no idea who the “guest” was). No other information Airbnb gave us access to checked out either. We tried several ways of contacting the booking guest but only got one reply – through Airbnb’s anonymous contact email, which was clearly written by a non-native English speaker (even though their name was listed as “John Smith”; I am using a pseudonym here, do not want to implicate anyone directly).
I am guessing they were Eastern Bloc scammers who had cased our Airbnb listing through the pictures, booked for a weekend, and planned to simply rob the entire place during their stay. When I called Airbnb to report my reasons for thinking this was a scam and cancelling the reservation, they penalized me and said I was being unreasonable in the information I was requesting from the guest even though my listing clearly stated what I require prior to a stay.
VRBO has no problem with me getting full verification and ID from guests. Airbnb claims they have a $1 million dollar insurance policy on each rental. When the bandits steal all my valuables, I then get to argue with a third party insurer who has no relationship or loyalty to me (only to Airbnb, their real client), prove my losses to their satisfaction, and hope that I am ultimately made whole (of course, after paying out of pocket for six to twelve months to refurnish the property, not to mention trying to replace irreplaceable artworks, which I enjoy sharing with my otherwise respectable, and fully vetted, guests).
Any legitimate business model would give paramount importance to securing the person and property of the owners and hosts. Any hotel around the world will make you show authorized IDs (passport, credit card, etc.) for every guest before renting you a room. Only Airbnb thinks it can bully owners (increasingly sleazy slumlords and fly-by-night “re-renters” who have no real connection to the properties or neighborhoods they have on offer) into rolling the dice on any jackass who can present a credit card with a limit equal to a few nights’ rent. They then might steal or cause damages worth 5, 10 or 100 times that amount.
This company needs to be sorted out. They are an absolute disgrace. They have blocked my account – also those of people I know – without giving any reason whatsoever. They are disrespectful and unprofessional. I am actively boycotting them and encourage everyone to do the same. Here was a message I received from Airbnb customer service:
Thanks for reaching out. As previously mentioned, we regret to inform you that we’ll be unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s). This decision is irreversible and will affect any duplicated or future accounts. Please understand that we are not obligated to provide an explanation for the action taken against your account. Furthermore, we are not liable to you in any way with respect to disabling or canceling your account. Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed. We’ll contact you if anything changes in the future, but until then, we won’t be able to assist you any further with your account issues. Please see our Help Center for further information.
And my response:
First of all, please refer to me as Mr. ___. I certainly do not know you and I expect to be respected. How on earth can you possibly think this is the correct etiquette in business and moreover, customer service? I will do my utmost to pass onto everyone I know to boycott your company as you are unwilling to provide an answer to my questions. There are many more companies that provide the same service as you do, that are of no concern to me. But I will be contacting the ombudsman and also look into contacting the CEO of Airbnb. This situation cannot be accepted and I will not tolerate such unprofessionalism and disrespect.
One week ago I found a good place on Airbnb to stay for a four-week holidays in Corsica (France). The price was good and I asked the host to confirm if the price included taxes, cleaning fees, or anything else unexpected. I asked the host to check the price, and he answered the price was the total amount. I booked and was asked by Airbnb to pay the whole amount as it was a “long stay”. Since that was finished, I purchased flight tickets straight away from Sweden to Corsica (the more you wait, the more you pay) – non-refundable tickets to stay on budget. I wrote to the host about my time of arrival.
Two hours later the host sent me a message, asking for more money or he would cancel the reservation. The reason? The price was wrong…
I have contacted Airbnb. There’s just one week now left before I’m supposed to arrive, but I’ve received nothing except an automatically generated reply: “we are working with your case.” There’s been no answer or anything from Airbnb. The host has sent me a request for an update of the booking and for me to pay more money (25% more). I have not confirmed anything nor rejected the reservation… yet. This is my first and last booking with Airbnb. I’ve never seen something so bad before. Has anyone been in a situation like this? What should I do?
This happened to both my sister and myself and is not yet resolved. We live in a university town and the biggest moneymaking weekend of the year is graduation. The prices we posted on Airbnb were higher than usual, but because the site automatically reverts to your minimum price if you make any change to the reservation, like adding another night, I stand to lose $700 if the guest doesn’t agree to pay the difference. I’ve had many times where I set the price on a date on the calendar, only to find that it hasn’t “taken.” I also couldn’t respond to an interested guest once when reception was poor – I kept sending a message but the guest never got it, and that affected my responsiveness rating. I’ll be relying on other rental sites unless Airbnb gets a more responsive site. That’s a crushing loss for us, and due entirely to the automated settings they substitute without your approval or knowledge. And of course, you can’t reach them to give that feedback or get help.
I booked an apartment through Airbnb in Madrid for a long-term stay, about 60 days. I never met the host. This wasn’t a problem, as I was shown around by her friend who was also the person I was to solely communicate with about any problems. The first thing I did when I arrived was check the wifi signal, as it was listed as an amenity on Airbnb. The connection was terrible and always disconnected due to the router being three floors away and shared by a number of other guests. I told the host’s friend about this problem as well as the host herself and they mentioned that they would bring a signal booster around within the next couple of days. I waited patiently whilst delaying my work and losing some income.
Eventually the host’s friend arrived with the signal booster which we set up and tried but it didn’t make a difference at all. The host’s friend also mentioned that some guests have had problems with the wifi in the past too. After fiddling around with the signal booster by putting it in different positions for about an hour the host’s friend gave up and left. At this point I phoned and complained to Airbnb, who told me that they would help me find a new place before my next installment of £1000+ was due. However, they did not keep their promise and this forced me to cancel my booking.
When cancelling my booking the website told me the amount due was for the next 30 days; to cover myself, I paid this so that after the 30 days were up I could move somewhere else. However, this was not the case. Upon canceling my booking on the Airbnb website it stated that I must pay for the following 30 days but it didn’t tell me that I was not entitled to use the apartment for these 30 days that I just paid for. At this point, I was in such a panic and contacted the host telling them what I had done. Luckily they agreed to still let me stay (as they should – I paid for those days). During the 30 days I was staying there I complained a number of times to the host and the host’s friend as well as Airbnb and nothing was done about the situation with the wifi.
After the 30 days were up, I moved into a new place and this time talked to Airbnb to request half of my money back. After a few emails back and forth with the woman who was dealing with my case, she stated that according to their terms and conditions I am only entitled to four days of staying there as after these four days is when I cancelled… even though I paid for 30+ days and lost out on thousands of paid work. On top of this, Airbnb could clearly see in the chat log that the host was lying through her teeth as she said that I sent her a message saying that the wifi was working when there is no such message; there were only messages of me complaining about it. I am never going to use Airbnb again. I thought being a modern company they would have some ethical consideration and take things into account rather than blasting ”according to our terms and conditions” in my face.
To sum it up, I spent £1300 on an apartment for 33 days, and they told me I was only entitled to four days’ refund as I cancelled my booking to prevent myself from losing out on more paid work due to the amenity problem. If Airbnb reads this then they can be assured that they’re going to lose a lot more money than the modest refund that I requested for being screwed over by them and the host.
I own a house in a “regeneration” area of Dublin. Regeneration is a kind word; this street is clearly not suitable for unsuspecting elderly tourists. Think Little Red Riding Hood surrounded by wolves. I arrived last week from overseas to show the house to an estate agent to let it out. I was greeted on the doorstep by an elderly retired nurse from Canada who had booked it for four nights and paid about 400 euros. I’m not sure who was more surprised, this lady or me. I took pics of her reservation. It appeared the previous “tenant”, who I finally got to leave the month prior, had been using the house for Airbnb. Heaven knows how many bookings she took and how many other unfortunate tourists will have the same experience. The elderly lady took fright – actually she was in shock. I sat her down in the house – which was quite clearly unoccupied. I offered to get bedding so she could stay, but she was very anxious and no longer felt safe in Dublin. Eventually I dropped her back at the train station to return to the West of Ireland.
I contacted Airbnb. I got a call centre. Then I got a nonsense email. At this stage I went to the police and showed them the details of the reservation. This was a very unpleasant experience, which might have had an even more unpleasant outcome had I not turned up that day. If Airbnb does not already do it, they need to have hosts confirm they have permission to use the property. In circumstances where a property owner like me calls, they need to transfer callers immediately to a fraud/security department. They need to confirm to house owners immediately their properties have been removed from the site. They also seriously need to improve their interactions. In all future lettings I will include a clause in the contract to state subletting on Airbnb will nullify the lease and result in immediate expulsion from the property. I would recommend guests confirm that the host actually has the right to sublet on Airbnb.