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Airbnb Host Attempts Extortion Over Damages

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My story is a classic case of an extortion attempt by a host. I have stayed at several Airbnbs in four different countries, and have had unique and enjoyable experiences each time. Because of my past success in being connected to great hosts and accommodations through the website, I decided to use book an Airbnb for three months while I began my new job after college, before moving into a place longer term.

My first impression of the place was that it seemed nice enough. I simply wanted my own quiet room to sleep in with functional appliances and plumbing while I worked my full-time job over the summer, and it initially seemed on par with my requirements. Sure, the wallpaper was peeling off the bedroom walls and there was a board covering a hole in the wall at the foot of my bed with a rusty nail sticking out of it, but I felt that it wasn’t a big deal so long as I didn’t stab myself with the nail as I slept.

Unfortunately, as time went on, I uncovered a number of issues with the place that made my stay unenjoyable. The washing machine didn’t work for two out of the three months I stayed there, leaving me no choice but to walk a mile to and from the laundromat each weekend. Furthermore, the place wasn’t nearly as quiet as I’d hoped, with neighbors blasting music into late hours of the night.

Other issues included A/C that was kept at too high a temperature in the humid summer months near DC, a shower that would rapidly switch from hot to cold without touching the dial, and water pressure troubles in the shower that would essentially render the showerhead to a drip while trying to bathe. All of this was tolerable as I was not trying to complain to her too much as I desired to be left a good review following my stay.

About halfway through my stay, something happened that left me unable to remain silent any longer. The scam this host was trying to pull off on me centered around a restroom that is shared among two guests in the upstairs hallway. For the first month or so, this restroom was shared between myself and a girl staying in the room next door. I had no issue sharing the restroom with her, as she kept the restroom tidy. She moved out for a short time before a new guest moved in, and in that hiatus I had the bathroom to myself.

However, I was unaware that she had moved out at the time, and thought nothing of it when I heard activity from the restroom, as I thought it was just her. Since the bathroom was in the hallway, it was fully accessible to anybody in the home. I woke one morning to an email from my host saying there had been a leak in my bathroom, and when I went downstairs, it was clear the leak had spread downstairs and caused drywall and ceiling damage below.

I assumed there had been an issue with the pipes, but later in the day, my host told me I was responsible for the damage. When I asked the host what transpired, she claimed that I pulled up the sink plug, ran the sink, and left the sink to overflow and flood.

First and foremost, I didn’t ever touch the sink plug and there was no reason I could conceive of that would cause me to even need to do so. Second, leaving the sink on full blast and walking away in conjunction with the pulling of the plug is as improbable as it is false. What was most frustrating about this conversation with my host was that there was no discussion about the events – she simply told me to my face that she would give me the invoice.

I tried to explain to her that I was not responsible and there must be an alternate explanation, but she wouldn’t listen. She believed it was impossible that there was either another guest using the restroom (which I certainly heard) or a plumbing issue (which I experienced with the water temperature and pressure in the shower). Just because I was the only one supposed to be using the restroom doesn’t mean that I was. The myriad of prior plumbing issues makes her story suspect as well.

Time elapsed and toward the tail end of my stay, I didn’t hear anything more about the incident from her, though I did see some contractors repair the damage. I contacted Airbnb and explained my story, and they were understanding. However, since I didn’t hear anything else from her, they weren’t able to help unless she took action.

Two days before my reservation concluded, I received a request for money from her with for nearly $2000 with pictures of the damage and an invoice that she typed up herself. I promptly declined the request, explaining once more that I wasn’t responsible for the damage, and that I didn’t appreciate her extortion efforts. She then involved Airbnb, and that is where we currently stand.

In the images she provided, there is one that is clearly staged where the sink plug is up and the water is running, but you can clearly see the water is only half full in the sink (being optimistic here), and anybody taking the picture could have easily stopped it from overflowing. Additionally, there is a picture of the overflowing sink with the plug down, which is illogical because in a functional sink, the water would have just drained downward.

Moreover, while she told me she wouldn’t charge for anything beyond to the damages, she listed “oversight” from herself as a $250 charge. Not only is she using me as the scapegoat, but she is trying to profit from repairing damages that I didn’t cause.

I am remaining optimistic due to her poor evidence and fictional charges on the invoice, and am hoping the truth prevails here. If anybody has had a similar experience, I would encourage you to share it, as knowledge about how to handle these situations is one of the best tools of preventing hosts from taking advantage of their guests in the future.

Third-Party Booking Violation Causes Payment Problems

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I am here to share my experience I had with Airbnb today. Firstly, my reservation was cancelled and I found out that it was cancelled on the day I landed in Japan. The day before my departure, I had checked the Airbnb app and the status was still confirmed. I didn’t expect that it had been cancelled nor did the host tell me upon my arrival; it showed it was cancelled after checking with the host.

Here is where the problem starts to get worse. I did not know that there is a policy that forbids a third party to book on behalf of someone (my reservation was booked by my brother). Please note that for my Japan trip I had also booked two different places and the other hosts had no issues with my brother booking on my behalf. My brother had called, checked with the Airbnb support team, and was told that the reservation was cancelled by them because of the typhoon.

Their only means of informing to us was just an email that indicated that the amount was refunded. Everyone might be wondering why no one checked the email. The reason is simple: everything was done on the Airbnb app. In the app the reservation was still confirmed and the host had not messaged or informed us in regards to the cancellation.

Because of this predicament, we were desperate to find another place to stay as it was already late at night. My brother and I did not know about the third party booking and proceeded to find another place to stay on the day itself. This is where my brother’s RM 5,200 (approximate 1,200 USD) was flushed down the drain as the booking was made without knowing that the host rejected it and insisted that we had violated the Airbnb rules.

The host asked us to cancel the booking on our own (my brother was very suspicious of the host’s unwilling-to-help behaviour) and read the cancellation policy. Needless to say, once my brother clicked “cancel”, it would be another reason for the host to use it against us, because the guest cancelled the booking. We did asked the host to refund us back the amount since we had not even stayed and explained our predicament to the host. However, the host chose not to refund us at all, knowing our predicament and the fact I have never even set foot at his home. We checked with Airbnb support and all they can do is to try to convince the host to refund the money to us; still, the host does not want to.

The violation here is because my brother is the one who booked on my behalf, and the information given to the host is accurate (passport picture, passport number, name, age, occupation, home address), if they want to they should only suspend or terminate my brother’s account. They refused and the host refused to refund my brother the full amount for a place that we did not stay. The host also confirmed the reservation before my brother was able to communicate about our predicament to allow me to find a place to stay; then he only told us that it was a violation, refused to refund anything, and stopped communicating with us.

Please do not hate me for posting this. My intention is to let you know what I faced using Airbnb and how the policy could be a loophole that could cause you to waste your money. Once you are booked, the payment will be immediately sent to the host, which I really find ridiculous – the host should check everything about the guests who are staying then proceed to confirm the reservation.

The refund policy was not even protected, especially in my case where there should be a policy or a means to get my refund. All in all, there is definitely a way to at least get my brother to stay in the place, maybe by getting me to create an account and book it again, but the host and Airbnb support did not even bothered to assist, but would rather see my brother’s money go down the drain. I will not use Airbnb anymore and I would strongly suggest using another platform.

Can I Give a Negative Rating for this Airbnb?

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If I could have put zero stars I would have. My partner was staying in this particular Airbnb home (Eccles, Manchester) for what should’ve been a month. We asked the host (who wasn’t living with us) if it would be okay for me to visit. She agreed it was fine – no more money would need to be paid as long as we asked the tenants. She had asked them and said it was fine.

I came to stay for the planned two weeks, bought advance train tickets, and planned what we were going to do as I was primarily there to support her. I usually work from home via a Ltd company which is great for me as I’m disabled. One night – I think it was a Wednesday – my partner invited her cousin and best friend over for a meal and to hang out for no longer than an hour. As usual, the noise got a little loud but no louder than a group of three girls usually get; they thought nothing of it as they believed no one else was there. One of the tenants flung open his bedroom door and started swearing and shouting, claiming we were taking the piss and he had to be at work early the next day.

After that we all moved into the small double bedroom. Realising that wasn’t going to work, her cousin and best friend left. After that the atmosphere in the house became passively hostile and unpleasant. The tenants refused to talk to us about what happened, claiming we had no respect and that I was staying there illegally. They told the host that either we would have to go or they would… it was awkward the whole time we stayed. They didn’t say a word to us when we did our best to apologize and just be pleasant.

The room itself was damp. It smelt of dampness. The heating, which we couldn’t control, wasn’t on long enough to dry clothes. We’re moving to another Airbnb in Manchester this evening however we don’t have much hope that it’ll be any better than this (and we’ve confirmed with the host in writing that I’ll be staying too).

I urge anyone who is thinking of using Airbnb anywhere to just not do it. It’s cheap for a reason. The rooms are poor quality and if you happen to live with tenants they will make your life miserable. Don’t use Airbnb; you’d be happier sleeping on the street.

Airbnb in Sicily Grossly Misrepresented, Still No Refund

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My friends and I booked an Airbnb house In Fiumefreddo, Sicily. We chose this house because it could easily accommodate three couples, as there were at least three bedrooms with queen beds and three bathrooms. At booking, the owner confirmed that we would indeed have the entire house.

We arrived on October 3rd, 2017. The house had obviously been misrepresented by the owner. There were indeed three queen beds; however, one of those beds was in an alcove with curtains around it, curtains which could not have been hung more than one foot from the bed. That is not a bedroom.

There was an extremely narrow spiral staircase. I am a very small woman and could barely fit on the staircase, so we were certainly not going to be able to carry a suitcase up there. This meant whoever stayed on that floor would have to keep their suitcase on another floor and carry clothes up as needed. There were only two bathrooms and the older couple in the house informed us, through an interpreter, that we did not have the entire home, as they lived there.

We called the owner to inquire about the third bathroom and bedroom with queen bed. She told us her parents were living in the house on the first floor and had the other bedroom and bathroom, and said she would have her parents leave. We were not going to put two elderly people out of their home, as we would not be disrespectful to this man and woman. Their own daughter had misrepresented the situation.

We contacted Airbnb with the issues we faced: a house that was completely misrepresented by the owner. We requested a refund and were told we would get $500. This hardly compensates us for the money we paid and we feel cheated. If this is how Airbnb treats customers, it is very disappointing, and they have now lost six customers. We are all well traveled, and thought the Airbnb business model was one we would utilize for this trip. It was such a bad experience, and we have been poorly compensated. This was the first and last time we will use Airbnb. Our file needs to be reviewed again and we, who have been wronged by the homeowner, should be reimbursed if not for everything, then at least 80% of what we paid.

Airbnb Blames Guests for Hosts Violating TOS

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My brother had spent hours trying to verify himself via Airbnb’s verification process for creating an account. He called me for help, and after Googling it, I discovered that there is a known issue with Android phones and verifying with Airbnb. Since we had found an entire house available for ten days for my brother to stay in while visiting California, and at a reasonable cost, I emailed the hosts, told them about the trouble my brother was having verifying, and asked if I could book the house for him using my verified Airbnb account. The host said I could book on behalf of my brother, and in fact, she book on behalf of her son, so it was “no problem”.

When I took my brother to the house to check-in, we were really surprised and dismayed to find that he was renting a room in a four bedroom house, and that four other people would be staying in the house while he was there. I’ve used Airbnb for years and booked many rooms in houses, full homes, and so on. I understand that when it says “a room”, it means a room in a house. However, in all the Airbnb rooms I’ve booked, I knew that the host was either staying in the home as well, or the listing stated that other people would be staying in the home at the same time I would be staying there.

If the host is not the person staying in the home, I don’t book the property. Why? Because obviously I do not want to stay in a house with people I do not know and who come from who knows where. If the host lives in the home, their photo, information, etc. is known to you when you book it, and they are verified. I do not want to sleep in a house of strangers when traveling alone.

This particular listing did not say that there would be others staying in the house. We actually thought that it was a small, one-two bedroom house that my brother would have all to himself. I contend that the listing and the photos and the description were vague and misleading. The host offered to give the money back, or, try to find an alternate place for him to stay, but having just arrived from New York and it being evening time, we were stuck. There were no other choices for him.

We did not check him in; we went to my place and I called Airbnb to try and find a solution, and two things happened. First, they told me that hosts are not obligated to let you know that other people will be staying at the house. Now, think about that: if I were a single woman who had booked this room, and three or four other men or people whom I did not know, who came from who knows where, were staying in the same house with me, I would not feel safe. I think hosts should tell guests that other guests will be staying in the home with you.

The person at Airbnb told me also that “for security reasons” the hosts are not obligated to tell guests there will be other people in the home. Really? Whose security, I wonder? Second, the guy at Airbnb told me that I had “violated the third-party booking policy” by booking the room for my brother, and that that negated any help they would give me. I lost it at that point, and told him that the hosts agreed to me booking the room for my brother. They were the ones who broke the policy.

My brother and I went back to the house, and he checked in, again, because he had no other options. Guess what happened? The other guests, a couple who booked another room in the house, who also thought they had booked an entire house for themselves, were checking in and were arguing with the host because my brother was there. They too “misread” this listing, thought they had booked an entire house to themselves, and were upset to see my brother in the house.

My brother is a really sweet guy, but he is huge and very imposing looking. If I did not know him, I would be dismayed at this very large Italian-looking guy (very handsome, though) was sharing a house that I thought I had booked to myself. The couple wound up talking to my brother, and all agreed: this was really a dishonest ‘bait-and-switch’ experience with Airbnb, and they have the worst customer service. Airbnb blamed the guests and refused to help us. Now Airbnb wants me to “review your experience with your host” which I will not do.

One other thing: while my brother was staying there, the host had a contractor there to enclose the deck into another bedroom that they can rent out to yet more Airbnb guests. I’ve written to Airbnb, and not received a response. So, I’m taking to social media to tell this story. If you rent out rooms via Airbnb, great, good for you. Run your home like a hotel. But hotels have to be honest to guests, and have rules they must follow for the safety and security of the guests. Airbnb cares only about the hosts, not the guests.

If you are a single woman traveling using Airbnb, be very very careful when booking a “room” and make sure to ask if other people will be staying in the house with you, and who they are if they are not the host.

I just got an email from Airbnb that is really just unbelievable:

“About two weeks ago we were recently notified that you may have made a reservation on behalf of someone else… Transparency builds trust, which is why it’s important for everyone on Airbnb to represent themselves honestly. Given the circumstances, as this is a violation of our Terms of Service, we have revoked the capability to leave reviews. If you have any questions or concerns, just reply to this email. We’re here to help!”

I noticed today that the hosts have changed their listing to inform guests that there will be other guests staying in the home. Too bad they didn’t do it sooner.

Airbnb Takes Host’s Side in Flophouse Complaint

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It’s been ten days since I discussed the complaints about my host with Airbnb’s resolution center, to no avail. She won’t understand my queries. She uses all her energy to agree with the host and dismiss me. All she understands about my complaints are the cleanliness and misrepresentation, and that’s okay with her.

On April 21st, 2017, we reserved the master bedroom of for an appartment in Hollywood. The listing claimed the following amenities were included:

– You get your own master bedroom with a private bathroom, closet, balcony
– Sleeps three (third person can choose to sleep on living room couch or an air mattress)
– Free wifi
– Central air conditioning and heating
– Hardwood floors (carpeted bedroom/walk-in closet)
– All brand new furniture and apartment
– Dishwasher, microwave, full size stove
– Laundry Facilities inside the unit (modern washer and dryer)
– Cleaned by professional maids
– Full kitchen
– Extra comfortable mattresses: 600 thread count sheets, high quality comforter sets
– Chic and modern design
– Stainless steel appliances

We demand a refund for the following reasons. Before reserving, we asked for more pictures, because only one was provided in the listing. A woman claiming to be the host said that she did not have any at the moment. When we saw the apartment, we understood why she would not provide pictures. We did have our own room with a private bathroom. It was very sparsely furnished with just a bed and a TV. There was No bedside table or lamp, no dresser, no chairs, and no sofa, contrary to what was shown in the picture. In addition:

• We had to ask for the air mattress, which was stored in a pile in the dirty living room. • It smelled like cheap perfume in the room, as if someone wanted to hide a bad smell.
• The bath, sink, and mirror were dirty.
• The only linens that were provided were five washcloths and a hand towel.
• The blinds did not work properly, missing many slats
• The balcony was cluttered with stuff belonging to other people (and the host responded that he wasn’t responsible for the comings and goings of the people in the apartment)
• The room could only be locked from the inside, so we could not lock it when we wanted to leave.

Furthermore, the front door was always unlocked. The host only gave us the key to the building, not to the apartment, claiming that there was always someone there. Therefore, both the front door and the door to our room were always unlocked, so we could easily have been robbed. When we confronted the host about these problems, he made up excuses and said he would get the air mattress (which he did) and extra linens (which he didn’t). When we explained our problems with the state of the apartment, he replied that we had only rented a room, disregarding the fact that we were supposed to have access to the kitchen, which was in a horrible state.

As for the rest of the appartment…

• There were four or five occupants in the living room and kitchen when we arrived (alone, because the host did not meet us). These were all temporary lodgers or Couchsurfers, judging by all the couches and air mattresses.
• The kitchen and fridge were dirty and smelled bad, just like the rest of the apartment.
• There was no coffee maker, and no glasses. We only managed to find two cups.
• When we woke up, six people were sleeping in that mess of a living room. We have traveled a lot (often using Airbnb), enough to know what to expect from a room costing 123 CAD (plus fees) in Hollywood. We did not expect the Ritz, but we will not accept paying that for a room in a dirty apartment that felt like a bad youth hostel.

We also had the following problems communicating with the host:

• He made me repeat a lot of information before we arrived, while I was in Venice. All that information was already in our Airbnb messages.
• I had to insist that he take our luggage on the morning of our arrival, as agreed, because he thought he might no longer be available.
• He arranged a meeting to pick up our luggage, not in front of the apartment, but across the street. It wasn’t the host who met us, but a lodger who had been woken up at the last minute, and was late.
• When we came back that night, we again had to meet across the street. He then gave us confusing information, and asked us to claim that we are family if anybody asked.

The host did try to be courteous, and said he did not want us to be dissatisfied. He even made a brief attempt at tidying up the kitchen, but that did not fix anything. We had to sleep there the first night, because we arrived at 7:45 PM (as he requested), which was too late to find any other accommodations at a reasonable price, though I searched for three hours. I did find something for the next two nights, but it cost more than my Airbnb booking. At such short notice, barely anything was available in Hollywood. For all these reasons, and generally for false advertising, we demand a complete refund.

On a final note, I don’t think this host even has the right to rent out his apartment, because he always refused to meet us in front of the building, never came in with us, and asked us to claim that we were family if asked. I have contacted his co-op board to find out. Thank you for your attention and your cooperation.