Airbnb Guests Doing Illegal Drugs at our Apartments

I’m not too sure which point I should be focusing on, the bad guest experiences or the Airbnb management system, but I will be explaining both so readers can be the judge. First, I had a guest book one of my apartments and checked in at night around 11:00 PM. He rang me up and asked how to check in. I gladly informed him of the instructions and he checked in successfully. Two days later on his check out day, our cleaners entered the apartment to clean after the check out time (11:00 AM). The guest was still sleeping, so the cleaners had to ask him to leave; he was not really listening so the cleaners had to ask several times.

Eventually he left but when the cleaners went inside the apartment, they found it in a hideous state. Everything had been moved, with splatters on the walls, sheets and blankets and pillows thrown everywhere, everything in the kitchen had been used and left unwashed, candles and decors were completely smashed, cups and other decors were missing, and there was a strong smell of cigarettes in the apartment. Obviously he had been smoking in our apartment, so already he did so many things wrong.

Guests are supposed to leave the keys on the table when they leave but when we couldn’t find them, I tried contacting the guest all day by phone, text, Airbnb, and even on Facebook. Eventually the guest answered the phone late that night saying he forgot to leave the keys and took them with him. He came back to return the keys and I asked him to reimburse for the damages done at our apartment. He said he would if I sent him an email with an invoice. I did and surprisingly enough, he replied with a rejection. He said he would not take responsibility and didn’t agree he left the apartment in a bad state.

I had to request money from Airbnb. Because the guest did not respond, it had to be escalated. Airbnb has not been replying. To be fair it has only been ten days, but I still think that is plenty of time for them to get back to me, as they have gotten in contact with me for other reasons, just not this. I have asked them what has happened to my case, and they only ask me to wait (probably forever).

Several days after this happened, the same guest decided to book another one of our apartments, and messaged me asking how to check in. If I’m thinking clearly, I couldn’t imagine why he would do this because we clearly had by far the worst experience with him. Of course I had to cancel by calling up Airbnb (because it was already after check in time). Thankfully they cancelled that booking for us, but they also cancelled the previous booking that he made and paid for, which resulted in the past reservation fee to be refunded to him. This was pretty much the last thing we needed, but when I emailed them and asked for this to be fixed ASAP, they only said it was a glitch and will be looked into very shortly… as in never?

Unfortunately I’m still waiting on this, and not sure if I will ever hear from those case managers again. Airbnb really does a pathetic job with training staff, technical systems, management, and customer service. This isn’t big news for anyone I suppose. I just wanted to put this post out here, to warn hosts about receiving dodgy guests. Please see if they have a bad history, review, or just a weird vibe in general. I just finished hosting his girlfriend today; I didn’t even know it was her at the time. I basically hosted the same guest, who ruined our apartment once, and she did it again.

This one burned all of our candles and covered the fire alarm with a shower head. She was in bed “sick” all day according to our conversation. Again, there were stains all over the floor, sofa, and blankets, the place fuming with a candle smell so bad because there were five full sized candles all used up in just a few days. We found syringes under the bed and sofa and all the furniture was moved in weird places. They locked themselves out by leaving the key inside so I had to go and let them in. I really should have caught on there was something fishy about them then, and at least checked out the apartment. All these signs, and the fact that it was the same guest that ruined our last apartment… I could only think that they had been doing some kind of drugs at the property. Please beware of guests like these, as they seem to go around Airbnb houses to do drugs.

Malibu Nonsense Leaves Wedding Party Stranded

Stay away from Airbnb when you plan to travel to Malibu. An Airbnb host in Malibu cancelled on our bridal party of eight twenty minutes before the check-in time. The wedding was two hours later. Below is a transcript of my message to the Airbnb case manager, along with the whole conversation with the host; this guy said I was “not a good person” while I was scrambling before a wedding due to the Airbnb fiasco.

Hello Jhoe, I regret to inform you of a devastating experience that our party had with Airbnb over the weekend. I had the responsibility of hosting eight guests, some of whom flew internationally to attend a wedding in Malibu, CA. We were looking for accommodations for June 3rd, 2017. The first bad experience was my reservation for a property in Malibu with Francine, who cancelled immediately upon my reservation request, citing that there had been a death in the family, which may or may not have been true.

She gave multiple other excuses at first that did not make logical sense (from “going away for a week” to “it’s already been rented”). The good part at least was that she did indeed cancel, only after I had tried multiple times to contact her to no avail. However, shortly after this, I had confirmed a reservation with Airbnb at a nearby property hosted by a person named Shawn. I thought it was odd that a Malibu property would be available for just one night, because this is typically not characteristic of available properties in this area. I attempted to contact Shawn several times with no response, but relied upon the assurance that there was a reservation by Airbnb. I then coordinated amongst my party of eight to all meet at the property, where we would prepare for a wedding at 4:30 PM.

On the day of the reservation, half an hour before we were to check in, Shawn contacted me finally through Airbnb (somehow the messaging system magically started to work right before our check-in time). He stated that the property was not available and that Airbnb had made a mistake. He stated that Airbnb had a glitch or bug in the system. He then flippantly dismissed the case and blamed Airbnb, and was quite rude to me as a host. As it was now about 3:00 PM, we now suddenly had nowhere to go to prepare for the wedding, and nowhere for our party to stay. On top of this, Shawn’s ridiculously rude demeanor was adding salt to fresh wounds caused by this disaster. Our recorded interaction is here below, and you will see the kind of threatening language this individual uses.

The ultimate result of this “glitch” was that we had to scramble at the last moment to find alternate accommodations that were significantly more expensive, and also not sufficient for our party… not to mention an excessive amount of emotional distress on this special wedding day. As you will see from the conversation below, Shawn had contacted Airbnb the day before the reservation, and I was able to confirm this with a call center representative on the afternoon of June 3rd that there was in fact an escalation that took place internally at Airbnb. The problem is that Airbnb did not take action to contact me, as the guest with a confirmed reservation, when there was still ample time to make alternate reservations – not until twenty minutes before the check-in time.

There is clear evidence of this failure to perform on Airbnb’s part, unless Airbnb can prove this to the contrary. We find that Airbnb is at fault for negligence and allowing the consumer to rely upon false information to create plans and take specific actions. There are specific damages that were incurred as a result of Airbnb’s error. We will be demanding an equal amount of the reservation cost in compensation ($3555), although the actual and proximate damages are in fact much larger than this. This week, our attorney will be initiating legal action if this matter is not resolved in a satisfactory manner. Needless to say, there will also be significant fallout and I will initiate a massive social media marketing campaign to ensure that any other potential customers are aware of Airbnb’s negligent business practices. I have a relentless resolve about this kind of injustice and will ensure others do not have this kind of miserable experience in the future. Thank you for your swift action.

Regards,
Peter

Transcript of messages exchanged between Shawn and Peter:

Peter: Hello Shawn, Hope all is well! We are Santa Monica locals who are attending a wedding in Malibu. We are a clean, professional bunch who are just looking for a place to sleep on Saturday evening rather than driving back down the PCH at night. Thanks for your consideration!

Peter: Hello Shawn! How are you doing?

Peter: Thanks for accepting our reservation. I’d like to just confirm that you’re good with our group staying at the property tomorrow evening.

Peter: By the way, this estate is magnificent. We’re really looking forward to our stay.

Peter: We had one question – do you think it might be possible to check out at noon instead of 10:00 AM on Sunday? Please let us know, thanks.

Peter: Hello Shawn, are there any particulars about how we can enter the property today? Like a lockbox or a hidden key somewhere?

Shawn: I contacted them a day ago and they were supposed to reach out to you yesterday. Airbnb has made a mistake. The days are not available and there was some sort of bug in their system.

Peter: We are hours away from a wedding! Oh my goodness, there is going to be a huge problem.

Shawn: I have spoken with them and they were supposed to contact you.

Peter: This isn’t cool, man.

Shawn: I totally understand and it totally sucks and I am sorry that they messed up. The dates were blocked out on my end. I didn’t have anything to do with this reservation and it should not have been made. Airbnb was notified immediately and they are responsible for this mistake. I’ve been trying to reach out to you since we made this reservation.

Peter: You couldn’t tell me this yesterday.

Shawn: Dude what are you not understanding? There is a serious glitch in their system. I sometimes see your reservation on my app and then it’s gone the next time I log in. The dates were never available. And when I saw it I tried tapping your listing and it would crash. I’m surprised it’s working now cause all yesterday afternoon it wasn’t. Chill on me please. This is not my fault nor yours.

Peter: Just so you know, we had eight international guests for a wedding today. The wedding has been completely ruined thanks to this fiasco. It may not have been your fault Shawn, but your response to the situation sucked. If you had had my contact info sooner you could have let me know.

Shawn: I tried to let you know and every time I tried the app crashed on me. I tried to open the reservation and it crashed. I tried to get your direct contact info and it crashed. I checked on my phone and it crashed. I checked on my computer and it crashed. Up until this afternoon I couldn’t even respond to these messages. I don’t know what the hell you want from me at this point and you are being quite rude. I think based on your assumptions and behavior you are clearly upset (and I am very sorry about that, and wish I could have done more) but you should probably look to direct your anger to those responsible. I went above and beyond on this and can show you my email to and from Airbnb with my complaints. I told them that I could not reach you yesterday five minutes after you made the booking. Please do not contact me again. You are rude and I don’t think you are a good person. How dare you use profanity at me and act as if I am responsible. You are the victim here. You did nothing wrong and I empathize as to how terrible it must have been for you and those coming in for the wedding. But you have no right to come at me. Again, please do not contact me ever again.

Airbnb Calendar Glitch in Reservation Cost me $700

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.

Airbnb Trust and Safety Department Beyond Horrible

Letter to the owner of Airbnb. This is my fifth attempt sending it. Of course, there has been no response.

Dear Brian, Alena, Anvita, and others,

First, Brian – I’m appealing to you since you left your email address stating to bypass the Trust and Safety Department and communicate with you directly. I’m taking you at your word that you will become involved. Utter frustration, there is no other way to put it. Yesterday I spoke with a supervisor of the “non-trip department.” I requested the following: “Please have the Trust and Safety Department call me.” I left my phone number and once again requested they email me. I also gave her another email address for them to communicate with me since my first one was not getting through. Incidentally, they also have this other email on file. She assured me she would “accelerate the case and the would get back to me.” I’ve heard that from 20-25 non-trip representatives… very laughable. That’s the line of BS that is common amount if all the reps. Now I’m being financially compromised, and I literally am losing sleep… I cannot rent my home since I don’t have a calendar of my renters and I’m afraid I’ll double book someone. I’m also with VRBO and I can’t rent with them as well. I will soon initiate a lawsuit. I regretfully have been left with no other choice and I will inform the media how Airbnb treats its hosts. As a 5-star host since 2014 I wonder what I’ve done to deserve this? Everything is documented below.

On May 15th:

The Trust and Safety Department blatantly ignores my problem. It was Anvita, now it’s Alena… maybe they are the same, who knows? Avery, your tech, said that they fixed the back end but not the front end and therefore I’m not able to log into my account. I’m in serious trouble. These people are so inept. I have no clue as to who my future renters are and I cannot reach them to give them directions to the house, not to mention I cannot rent my home. Please help! Please!

On May 11th:

Dear Mr. Hassell,

My name is Alan Mayer and I’ve been a 5-star Airbnb host since 2014. My relationship with Airbnb has always been excellent until just recently. Approximately five weeks ago, unbeknownst to me, Airbnb deleted my account and changed my email address to an unknown email address. Subsequently I have not received any inquiries for the past five weeks and my profile has been assigned a different property. In addition, this incorrect property information is being sent to my renters, causing confusion and anger. Six days ago I contacted your technical support team and spoke to several individuals who all assured me that a urgent high priority ticket would be sent to the appropriate team. I was told that Anvita would be assigned my case. For the past six days, I’ve received multiple phone calls and assurances by your representatives that the case ticket has been forwarded to Anvita. I have received no correspondence from Anvita. Therefore I’m locked out of my account and unable to correspond with my renters or access my Airbnb calendar. I respectfully request immediate assistance in solving this issue. Neither of us wants bad reviews nor loss of revenue.

Today is even worse than the past week. The password Anvita sent to get into my account doesn’t work and the wrong home is still being displayed. Regina (who’s been wonderful) tried to activate the password to no avail. Anvita at the Trust and Safety Department issued a notice saying the issue has been “solved,” when actually it’s worse than ever. Respectfully, I’m requesting another case worker be assigned. Anvita isn’t qualified nor will she communicate with me.

Ghosted Without Notice for Two Weeks and Counting

I posted my spare bedroom in my “Rustic Basic Ecohome” on Saturday, April 22nd. Apparently I got a booking around noon the next day. The guest claims she drove to my house at around 3:00 PM and tried to call me. I was at home, sleeping with my phone off due to working the night shift. She got flustered when she called my Google voice number and heard my nickname rather than my legal name, the one that appeared on the listing. She never rang the doorbell. When I woke up, I tried to contact her for hours; apparently she was in some conference or meeting. She cancelled the booking and Airbnb incorrectly assumed I cancelled it. Up to this point, I felt okay with the situation; perhaps my guest was a bit skittish, so it’s probably better she found another place where she hopefully felt more comfortable.

Then Airbnb said they will not allow other bookings for the duration of the cancelled booking (two days) and admonished me for cancelling (which I did not do – rather, the guest gave up and perhaps pinned the blame on me to get her payment back). In the days to follow, I received no bookings. My listing showed up when I went on the site from my computer. Finally, after 13 days, when a friend tried to go online and vouch for my character, he got a broken link message. I asked him to look for my listing and he could not see it. I called Airbnb and they saw it as a “technical issue”. They started a case and referred me to the Trust & Safety Team, who only communicates via email. The tech support representative sent me an email that said “Ghosted”.

I think their temporary block for duration of the cancelled booking somehow wasn’t removed after two days. As of today, May 10th (17 days since the cancellation), my listing apparently remains non-operational with no explanation from Airbnb. I had originally planed to remodel a bathroom to give my guests their own suite. I’m so glad that I started with an existing bathroom and bedroom, considering how haphazard the process has been so far. I just put a listing up on Wimdu. Hopefully that process will go smoother than Airbnb.

Airbnb Customer Service is Filled with Liars, Plain and Simple

My boyfriend and I were looking to book a place for two nights. I was booking this through the Airbnb app. After maybe four attempts, my card kept getting declined, so I said to myself, “okay, I’ll try again tomorrow.” I woke up the next day, and my card was charged. I checked my emails and there was no confirmation of my transaction. I called my bank, and they told me that in fact I was charged by them. I called Airbnb to tell them that I was charged but didn’t receive confirmation, so I’d like to cancel and re-book. I decided that I wouldn’t book at this place, so we booked another place. After several phone calls, talking with various different representatives, and receiving different answers, I couldn’t get anyone to locate the payment. I called my bank; they told me to wait 15 days, and then to open a claim. I did this, and visa returned my money within 2-3 days. I just received a notice in the mail that the transaction had been reversed. They still want me to pay the amount, even though we did not stay there, did not confirm the booking, and received no confirmation of this transaction, other than my bank confirming it. Airbnb went on to deny that I contacted them, even though I have many emails between myself and them. I don’t know what to do about this anymore…

Hosts Cancel, But Airbnb Sends Reservation Reminder

In November 2016, my wife made two different Airbnb reservations for a trip to Atlanta, where I would be attending a conference. The first reservation was cancelled within days by the host. The opportunities to get a room where the conference was being held were limited. She went ahead and made the second reservation with another host. About a month later, the that one was cancelled too. There was still time to book with the conference hotel, but we decided we could do better and found a UU’re Home host very close. We’ve stayed with UU’re Home hosts before, and they were wonderful.

Fast forward three months, and the trip was coming up. Guess what? Airbnb sent me a “Reservation Reminder” (my wife put my email address on the trip), and it said the second reservation she had booked was coming up in a few days. I logged in, and voila, the trip shows: “Cancelled – this reservation was cancelled by the host.” Are we going to be billed? Does Airbnb’s system really know what is going on? I found the 855 number to call Airbnb to complain. However, they won’t talk to me because the reservation was made by my wife. All I want to know is if we will be billed. I can forward the email from Airbnb, but they won’t talk to me. My wife has to call and wait in their queue. Do they know why I received an email reminder for my cancelled reservation? They want more information, but won’t talk to me. I’m going to tell my wife to call them and make sure we won’t be billed. I’ve saved a screen shot of the Airbnb page showing the cancellation. Why can’t Airbnb get their act together? And why do they let hosts cancel stays frequently?

The Tables have Turned: Hosts Rating Airbnb

On March 10th 2017, I happened to check my account on Airbnb and found that my response rating had been reduced from 100% to 50%. No prior warning was provided. It appears that I had not responded to Airbnb inquiries, but I had not received any. I set about trying to make contact with Airbnb, but that proved to be impossible. There is no contact point and no way of raising a support ticket. There is a feedback form I found on their website but after trying to write in my complaint, I got a response saying that the feedback form will not receive individual responses and it s not a support ticket. So where is the method or means to raise an individual support ticket request? It appears there is none. Airbnb is happy to take our money and dish out severe ratings but certainly does not want to hear about any problems that they may have created themselves. I tried to post the following to their feedback form, but I think this will not get any response:

Complaints about Airbnb as follows:

1. Unable to make any form of direct contact with Airbnb, almost suggesting the company is not interested in any contact from its customers.

2. Airbnb suspended my listing without any notice or threat due to my lack of response to their inquiries. However, none of these enquiries have come through in any of the methods usually deployed by Airbnb including:

a. No email indicating an inquiry was issued by Airbnb.

b. No notification alert from Airbnb.

c. No mobile phone text message from Airbnb.

However, Airbnb threatened to suspend my hosting as well as immediately reduce my response rating from 100% to 50% with no prior notification. This clearly is an Airbnb system fault and not my lack of response. I know this because customers have actually made contact with me since there was no response via Airbnb. This clearly supports the fact that it is your system that has the problem. A Google search on the matter brought up multiple similar occurrences with other Airbnb hosts. While this may be a glitch in Airbnb’s system. There is no way of contacting Airbnb to inform of the problem or get help to rectify this problem. There is no human contact available. Given this lack of response, there is a loss of customer revenue from the host’s point of view, which also translate to a loss of revenue from Airbnb. I would therefore reduce my rating of Airbnb as a hosting site from 100% down to 50%, similar to what they have given me. Unless I hear from Airbnb within the next two days, that satisfaction rating on Airbnb as my hosting site will be reduced further from 50% to 0%.

Referring a Friend on Airbnb Impossible to Redeem

Airbnb is having a promotion where if you refer a friend, they receive an automatic $35 credit in qualifying first time bookings. Well, according to them, “qualifying” is referring to a trip of at least $75, which was fine since the trip my friend wanted to book was over $350. However, every time he clicked on the link, there would be some kind of error that would prevent him from redeeming the coupon. First, the IDs that they requested were constantly being declined for no real reason. After trying for 30 minutes, he finally got them to accept an ID. Then, of course, the credit was not automatically added to the trip during check out, as had been promised. Thinking it was some sort of error, we tried again, and again, and again… and nothing. We tried making the booking using the phone app for maybe an hour. So he became frustrated, and we try to find some way to contact Airbnb. When you click on “Contact Airbnb” in the help section, nothing happens: no link, no number, nothing.

Although I have had relatively positive experiences with Airbnb in the past, the inability to redeem credits that they keep pushing feels unpleasant. It almost seems like a scam in my opinion: they push and push and when you finally refer someone the credit doesn’t even go through. Since the person already went through the hassle of registering his ID and everything, chances are he will make a booking anyway. By the way, we are not unfamiliar with technology; we’re in our mid-20s and grew up with computers. We know our way around websites and software, and we’re pretty convinced this is something on Airbnb’s end (potentially deliberate). Now we’re here to complain about the issue, and I feel my experience with them has been tarnished. It’s for something so silly too: not giving credit that they constantly advertise. It seems greedy to me.

Received Airbnb Texts and I’m not a Member

About two days ago, starting at 5:00 AM, I got a text from an unknown number with a prefix of “Airbnb:”. Since then, about three times an hour, I have received similar texts. I almost immediately tried the standard return text, “STOP”, but I got a message back every time that basically told me they don’t have my number on file. Then why did I receive the texts? Each of those return texts have a link to their website to edit a user account. I don’t even have an account. Don’t they confirm phone numbers before sending out massive amounts of texts. Don’t they confirm phone numbers before they give them to hosts to correspond with guests? In my searching, they don’t seem to have an email for customer support, and I’d really prefer not to make an account just to get my phone number off their text list. Wish me luck!