A guest booked my place for three nights. She agreed to my house rules: no parties, no noise, be respectful of neighbors, and have a maximum of four occupants. She hosted a prom party with a large group until 4:00 AM and trashed my place: they jumped on the bed, ripped kitchen back splash tiles off the walls, left spilled booze pooling on my countertop (it seeped into the seam, inflated and warped the countertop so much I had to replace it). All of the linens, comforters, blankets and towels were covered in food, makeup, and booze. The inside of the oven was black with food scraps and a big pile of stinking, rotten forgotten food. The floors and furniture were covered in scattered garbage, half eaten food, drink bottles, and personal items that had been left behind. My dishes and decorations were found tossed around in different rooms. What normally takes four hours to clean took twelve hours. The cleaning and countertop repairs cost me over $700. Airbnb took eleven days to get back to me, despite many calls I made asking for an update. They responded via email, refusing to pay for anything and described it as normal wear and tear. I emailed them back twice asking for someone to contact me, but they have not. I have hosted for almost two years and have had hundreds of guests. I have never put a claim in. I have zero trust and don’t feel safe using Airbnb after their refusal to honor the host guarantee. If it doesn’t cover partiers trashing your home, what does it cover? It appears that the host guarantee is a scam that gives you a false sense of security. If your place gets trashed you have no recourse.
I allowed someone to rent my home because they were getting engaged. We do not allow parties at all and that is stated in the house rules. They said that there were only going to be four guests. When I showed up to check on my property – as I always do – to make sure everything was okay, there were over twenty people in my house and over ten cars in my driveway. We gave him two options: tell the truth, or we were going to shut it down and he would have to leave. The guest lied. He was black and thought because we were white we would discriminate against him. He was shooting a music video in my home. I live in an affluent neighborhood where Airbnb is frowned upon. The police have been called plenty of times because of guest lying to us and throwing parties. So we decided to do this guy a favor and allowed him to shoot his video, being that my husband is in the music and television industry himself. We stuck around because we didn’t want our neighbors to call the police and to protect our property; the gentleman was aware of that.
Now here comes the second nightmare: the guest reached out to Airbnb to get his money back because we stuck around and he said he felt uncomfortable. As the owner, I was pissed. Airbnb has a terrible customer service and resolution center. They offered no support in trying to remedy the situation and I still have not been contacted by a case manager. Please be aware that Airbnb doesn’t offer any support to their hosts when taking a risk and listing their homes on the website. They always tell you to reach out to the guest and try to resolve the issue before contacting them. They need to do better to help and protect hosts. You would think that they would understand that the little service fee that they make off the booking is not worth the thousands or millions that they could lose if they don’t do better.
I have stayed at three Airbnb accommodations. The first two were great. I always got excellent ratings and feedback form hosts. The third experience was not good. The ratings were all five star for the accommodations. Well, the other guests who stayed in this accommodation obviously do not know what a five-star rating means…. the living room sofa needed cleaning, the screens were ripped and falling off of two windows, there were huge cigarette burns in the outside deck upholstery, and the oven needed maintenance. Her personal clothes were in cupboards and drawers. The dresser drawers fell out when I tried to open them. There was partying outside all night for two nights – it was a rough area. My friend yelled at them as the noise was loud and went on for hours.
When we left we did not do the dishes. The kitchen was so small one person could hardly move around in it. There was very little counter space, the sink didn’t have a drain plug that I could find, and there were no dish towels. I was quite sick when we left. We did not put out the garbage; however, it was all contained in bags. I left a note to say why we did not do the dishes. The host said they could not recommend me again as a guest, saying we yelled profanities at the “people who were just celebrating St. Patty’s Day”. We did yell at them at 4:00 AM to be quiet after hours of yelling and fighting on the street, but there was no profanity from us. The people on the street were yelling at one another and uttering lots of profanities.
This review is now on my file. My understanding is that this will never be removed. This host is a little batty… we did not break anything. She did not hire a cleaning person – she expected us to clean afterwards. When I am on a holiday I do not expect to have to clean the place before I leave. I will never stay using Airbnb again. This review process has no recourse and can be very damaging to guests’ reputations. Airbnb should be inspecting these places and negative reviews should be shared between host and guest so both sides can learn from the experience. I would have been glad to pay for a cleaning service if I had known this was expected. I was very ill. However, Airbnb should require hosts to use a cleaning service.
My guests came, held a party, and trashed my place, causing thousands of pounds of damage to the furniture and fittings. I was made redundant last year, and I rented out my apartment as I could not sustain the cost. The previous tenant moved out on February 24th, 2017, and the new tenant took up residence on March 16th, 2017. Given that I had three weeks when the apartment was vacant, I decided to use Airbnb to ease my strained financial situation. This was my very first time using Airbnb, the auto accept function was on, and I was too naive and should have checked the guests had reviews before accepting.
The guest held a party, trashed my apartment, and caused damage to furniture, the wooden floors, and fittings. It was a traumatic shock when I came in: there were stains from alcohol everywhere; the wooden floors were badly damaged as they moved furniture; the furniture and fittings were also damaged. I immediately called Airbnb on the day. I was supposed to get a call back, but didn’t get one. I again chased them down, and was eventually directed to the resolution centre. I sent in the pictures of the damage, but unfortunately I had not been able to get the receipt for my furniture from the manufacturer. I also could not get the contractor to come around in time to assess the damage to the wooden floor and fittings, and this is the only contractor we are allowed to use under the building lease to maintain standards.
I explained the situation to Airbnb, that I was chasing the contractor, but they kept decreasing the time I had to submit the documents, from 72 to 24 hours (and they sent their emails at 2:00 AM). They closed my case, explaining that it was in line with their terms and conditions, and that the final decision rests with them. The problem is exacerbated for me as my current tenant is saying that the damage to the floor and furniture was not there when he agreed to the contract, and wants the floor fixed and the chair replaced, otherwise he will vacate. This is going to cost me £5,000, which is very difficult at this stage given I don’t even have a job. I know Airbnb has the final say, and they have gone by the terms and conditions laid out. I implored to their sense of compassion, as the ramifications are more far reaching than just the damage; if I don’t fix the damage, I may lose the tenant, which would be a disaster given my already strained financial situation. However, my case has remained closed.
I list my place in London on Airbnb when I go out of town. Because I can’t see my guests in person, a concierge checks their IDs and releases the keys. Guests often take advantage of my absence by turning the house into hell: a haven for his party activities, smoking all illegal stuff, drinking, leaving chicken bones all over the house. The guests often refuse to checkout and don’t even know the name of person who booked for them… all young guys with their pants down. The house is a scene of carnage: three full bags of rubbish, up to ten used bath robes, ten towels, all of my toilet rolls, all spare towels and robes, bed linens, etc. Some even ripped open my sealed packages stored in my cupboard after their second week, but that’s a different booking and completely different person with a different background; nevertheless, the end result is the same.
I asked the guest to vacate and he ran way with the building keys. I have to replace the set with my own money. My apartment has been shortlisted by these guys for these activities, and they use different a person’s account every time they book, making up a new seemingly valid story which is difficult to doubt. If Airbnb had taken stern action on the first guest who did this, then second and third times would not have happened. As Airbnb isn’t taking any action, I asked for the guests’ details so that I can report them to police and authorities, but they didn’t give me anything. Airbnb declines to cooperate with hosts, so now I have stopped taking any Airbnb bookings. I can’t be sure who is real, good guest and who is from this group of people. The first booking request came from someone who claimed to be a corporate MD of a company needing a weekend stay, the second request came from a girl who posed as coming with her parents and needing a weekend stay, and the third request came from a guy who needed a place for the weekend with his friend. They have a big group. Every time someone from the group makes request they use my place for these party activities. I stopped using Airbnb and would suggest people check their guests’ profiles very carefully and check them personally before handing over any keys…