Airbnb Guests Throw Party And Damage Our Home

I am sharing my story because I feel all hosts need to know how important it is to protect your home from unruly guests. We recently had our first guest in our vacation home on the Columbia River by the Gorge Ampitheatre. Sadly, our first experience did not go very well. We met the group coming in (a party of eight), went over the house rules, walked them around our home, and felt like we connected with them. Our home is a special place in the world, and we really were hoping to attract people that would enjoy it.

Unfortunately, our guests decided to host a party there and had over 50 people in our home. Our floors subsequently were damaged (over $14,000). We contacted Airbnb. We were directed to message the guests to see if they would pay for the damages. After three days of no resolve, we were allowed to escalate this to a case manager and seek coverage under the “Host Guarantee”. Our case manager asked us to get a bid from a contractor as well as furnish them with the original cost of the flooring (not the easiest thing to find, but we did). They had us send pictures of the damage to them as well as provide a professional statement from the contractor. We did all of this (keeping in mind we live over two hours away from our vacation home), and in the end, Airbnb emailed this to us (our home is 800 square feet):

Thank you for your patience throughout this process. After careful review of all related documentation and communication, we have issued a $50 security deposit payout for the reported damage. You can view this payout in your Transaction History. While the documentation you provided far exceeds this amount, Airbnb is only able to reimburse for fair market value of the damaged areas in question. The average laminate flooring costs from $2.40-$4 per square foot and since you have higher grade flooring, we’ve issued the payout based on $5 per square foot for the 10 feet of estimated damage. It’s been a pleasure to assist you. Please let me know if you have any further questions or concerns regarding this case.

$50 on damages over $14,000 (we have a $1500 security deposit on our rental… who knows where that went) and no further explanation as to how they came up with $50. We have emailed, called, and have gotten no support or help. I am shocked as a frequent Airbnb traveler as I have always had good experiences. As a host, this can’t be the way business is conducted. We are devastated. Does anyone have any thoughts or ideas as to where to take this issue?

How Long Do I Have to Wait for My Refund, Airbnb?

My last Airbnb guest left red spots on my two antique pillows. He left and didn’t tell me that he had spoiled my linen. I filed a complaint and he said he didn’t tell me because I was not talking to him. I don’t know how words we exchanged, sentences, and conversing is not considered talking. My pillows were antique: one of a kind that were spoiled and cannot be replaced. I requested $200 for damages. The guest sent me $65 and I said, “No go, son.”

He replied by saying, “they weren’t that special.”

How does a snotty nose brat know how special something is to me? Airbnb took a $1000 deposit. They were supposed to resolve the case in 72 hours; it has been almost two weeks. Is Airbnb more concerned about making more money that it is about treating its hosts with respect? I have called too many times and sent too many emails. A supervisor was supposed to call me at 3:00 PM today. It is now 9:00 PM tonight. Which day was he talking about? A million years from now?

Incredibly Rude Host, Perhaps Because I’m a Senior?

I needed a room in Seattle for one night, while I picked up my 30-year-old daughter who lives there but doesn’t have an extra bed. I found a room near her, but the Airbnb post asked for a $1500 security deposit on a $90 basic room. I had the following exchange with the host:

Me: I’m interested in staying for one night while I visit my daughter, who lives in Seward Park. I read that you want a $1500 security deposit. I’ve never been asked such a thing before. I’m a 65+ year old woman, visiting a 30-year old daughter, and not about to trash your home! Promise. Do you really need that much up front?

Host: You may be interested in learning that the minimum wage in Seattle is now $15/hour

(She then declined me, saying the room was booked, but it remains posted as free.)

Me: I think that’s great that you have a $15 minimum wage. But did you decline me because I questioned the security deposit?

Host: Yes, in part. I’m not looking to get into any arguments with fussy guests. I’m sure plenty of hosts would be delighted to host you, I’m just not one of them.

Me: I wasn’t arguing. I was asking. Respectfully.

Host: You’re asking why I have a high security deposit? Why do you think? Anyway, I am not going to book you. I suggest writing or calling Airbnb or doing research on Airbnb Hell for further questions on the topic.

Me: Wow! This just feels rude, and no, there aren’t a lot of choices for one night near my daughter, who is in southeast Seattle. Her fiance unexpectedly returned from a trip abroad, or I wouldn’t be looking at the last minute. And I assumed you wanted $1500 because most of your guests are young, stay for longer, and are potentially unreliable. But I have excellent reviews, and think of myself as quite low risk. So this all feels rather harsh as a response to a reasonable query. But you are definitely wrong about there being a multitude of choices near her. And you’re losing a very easy guest.

I found her response to be unbelievably rude, and I wonder if this is actually age discrimination, because I did tell her I’m over 65. I can find no other host who asks for $1500 security on a one-night stay in a $90 room. I am really annoyed at her treatment of me. She runs these two properties.

Kicked Out of Airbnb Over Security Deposit

Upon arrival, this host asked us to pay an extra $90 for a security deposit that she hadn’t posted on Airbnb. It was strange because she didn’t care when she got it; she just wanted it to keep it. We told her that she hadn’t posted it on her Airbnb and we didn’t have enough money with us. In response, she threatened to kick us out right then and there. She then told us we had to go with her to the tourist agency and we told her we were already registered. She then told us we weren’t and told us that we can’t leave the country without a “white cardboard”. We had been in Montenegro using Airbnb for some time and no one else had ever asked us to register. All her messages seemed very threatening towards us. The apartment was unsafe because none of the doors locked. The wifi did not connect. We were very disappointed in this host and believe she should not have been able to host. She was very misleading and seemed like a scammer. Now we are out $154 because she told us if we didn’t give her more money we would have to leave. It does not seem fair to us that we could either leave or be kicked out and still be out of the money. We are young traveling college students who had really loved using Airbnb. I hope to still use it. I’m not sure if any money could be refunded; if it could, that would be wonderful. If not, she should not be hosting in the future. She tried to scam us and threatened us. Overall, we love Airbnb but please take this into consideration.

No Toilet, No Concern, Old Plumbing… Our Fault?

My husband was working in France over the weekend of our anniversary so we decided that I would meet him in Toulouse, a city we previously had enjoyed. I picked <a href=” https://www.airbnb.com/rooms/15017680″>this Airbnb listing</a> because it looked comfortable, had a great location and most importantly, had favourable reviews.

To start: we never met our host. The meeting spot where I was going to pick up the keys from her was vague and I only figured it out the day before I left. I was having travel issues and let her know as it would affect our meeting time. Not only did she not respond to me but she did not call my husband to make sure everything worked out; he had to call her once she arrived. Her brother let my husband inside but gave him no warnings that would have been helpful like: the door is very difficult to lock and you need to jimmy it just so; only one of the windows opens; the plumbing is old and the toilet doesn’t work properly so even though I haven’t included toilet paper, you should probably not use it and not put anything inside of it because it’s due to fail at any moment.

After a weekend of the toilet making strange noises, it finally overflowed our last morning and went immediately into a hole in the floor and flooded the downstairs neighbour’s kitchen. We had a confrontation with her because it was not the first time this has happened. We cleaned up the mess and could see how to fix the toilet but as it is not our apartment (nor our responsibility), we chose not to fix it and let our host know instead. She said there had never been any problems and didn’t seem concerned that we didn’t have a toilet to use for six hours. This also didn’t factor in the importance of the Airbnb customer service team. Our host also didn’t meet us to take the keys back, stating that we should just leave them under the doormat.

A day later, we received a claim from her for 1048 euros to fix the toilet. She completely changed the machine that chews up matter from the toilet and then sends it down the tubes. She did not contact us at all, or make a claim for the security deposit. She immediately went to the Airbnb resolution center for the entire plumbing bill. My husband and I were completely baffled by this, even enraged when after all the information I gave them about her lack of empathy, how this machine works and why it fails (never from regular use), my happy cooperation was only to end in the resolution that we pay half of this bill.

We would understand if she wanted the security deposit as that is what it is for, even if we were not at fault. However, to include this as a part of the bill in any way was enough for me to cancel my account and never considering work with Airbnb again. They made no effort to act as an actual mediator, and did not send us paperwork and related material that would have helped us understand not only where the case stood but would have given us an opportunity to get more information and paperwork to strengthen our position. They feel resolved in their final decision and there is no compromise. We are going to keep fighting their lack of neutrality and pursue this as a civil case outside of Airbnb for recuperation of the cost and lawyer’s fees if need be. As someone who is skilled at mediation, I doubt the customer service agents at Airbnb have the ability to be objective in their cases; they seem to only create lazy and quick resolutions. I am furious. I will use the resources listed on this site and email the founders (as they can be found on the airbnb site and then through social media) if need be to complain.

Hosts Beware: Airbnb Will Not Cover Property Damage

In March of 2017, I had an Airbnb booking from a person I will call CR. This person experienced some bad weather and a power outage beyond my control. When I had the home cleaned after CR’s stay, my cleaner found that they had damaged my pristine glass-top stove. When I confronted CR about the damages, he threatened to change his positive review if I filed a claim.

I filed the damage claim with Airbnb. CR was able to change her review to a one that was full of mischaracterizations of the events and portrayed me and my home very poorly. Airbnb refused to remove the retaliatory review; I had had all five-star reviews until then. CR was a newbie and had zero reviews on Airbnb; she has one now from me. Airbnb took her word over mine on the issue. I even had texts from CR showing they would change the positive review if I filed a claim and another text showing CR saw no improvement was needed.

As far as the damage, Airbnb has not released the money to pay for the damages. I keep getting emails from them stating someone will be contacting me. Before you consider being a host with Airbnb, consider this fact: Airbnb is the one holding your property damage security deposit. They have a very high bar to clear that you have to prove to get a damage claim from them. Once I learned that it is going near impossible to get Airbnb to pay the damages, I unlisted my home and cancelled five bookings with them. I could not take the chance that the next Airbnb guest would trash my rental home and have Airbnb do nothing. They do not return calls, they do not communicate in person, and they send out form letter emails. When you call their support line, be prepared to wait for over thirty minutes on hold, only to speak to someone reading from a script. If you want to protect your property, you need to hold the security deposit. Personally I would not use Airbnb ever again, unless they change their policies on who holds and controls the security deposit and how retaliatory reviews are handled.

Airbnb Guests Damage House, Refuse to Pay

We have rented our house out for several years and recently had a party of guests who left the house in a complete mess, requiring an extra five hours of cleaning: burnt pans, broken kettle, damaged lights and kitchen utensils. Even worse, they had some sort of candles burning on the mantlepiece (we don’t allow candles) which caused significant smoke damage to the wall and ceiling which they tried to clean off, making even more of a mess. They broke every single house rule and then tried to claim the house was dirty when they arrived (I am a superhost and my house has always received five-star reviews) We contacted Airbnb with photos of the damage and after two weeks of going backwards and forwards with photos of items we need to replace and estimates for the cost of replacing them, they have come back and said they will not allow us to claim any of the security deposit to cover the costs of these things. I think this is disgusting and disrespectful and weighted far too heavily towards the guest. I used to think Airbnb was a great way of staying somewhere and we have always had no issues as guests. Actually our Airbnb guests have usually been better than those on other sites, but I will remove my house from their site now because they have confirmed that they don’t care what happens to my house; they won’t cover any damage.

NEVER Again Will We Use Airbnb

NEVER Again will we use Airbnb. You THINK you are getting a better deal than staying at a hotel. NOT THE CASE. You can literally find yourself not only paying for commission charges from Airbnb, and the per-night charge from the ‘host’, you leave yourself wide open to a ridiculous security deposit, and claims of all sorts by the hosts of the place you might stay. We were using airbnb since 2013 and we have had fantastic experiences with many hosts, but it was only down to pure luck. If a lunatic / neurotic host decides to ruin your holiday, they can! They claimed that we destroyed (with shower steam ) their baby’s paper planes that were hanging above a changing mat it the bathroom (that should not be left there at a first place) , stained two of their towels with some dirt they couldn’t remove and apparently spilled something on the floor and damaged the laminate. (No one of us remembers anything of this). Nonsense!!! ..airbnb sided with the host, and wants to charge $600 the security deposit to my Visa card. They didn’t even bother to show me the pictures that the host presented as ‘evidence'”. We were not even allowed to dispute their decision!!! I called my bank and spoke with a supervisor, and I hope to be able to stop this totally unexpected and unfair charge out of nowhere!!! . I totally lost my trust to this company. Would you valued me as a client , you would have to compensate me, for putting me through this hellish nightmare! My previous positive experience with other airbnb hosts made me believe that this was a trustworthy company. Alas! They are NOT worth your trust! This would have never happened with a holiday park, a hotel or a proper B&B. This Christmas our holiday will be with a holiday park in the Netherlands. NEVER Again will we use Airbnb.

do not host with AirBnB – security deposit means nothing!

I put my house on AirBnB. One of the first bookings I had was for a family of 4 visiting to have a quiet weekend. I was not able to meet the guest when he checked in and left a key. This person threw a massive college keg party/crawfish broil for 100+ guests according to neighbors. There was close to $2000 worth of damage from a $700 booking. I opened a case with Airbnb’s resolution center, submitted the invoices and was reimbursed $300 out of the $1000 security deposit. I have been trying to call Airbnb and speak to a supervisor for over a week and cannot get anyone to return my call.

Airbnb took $470 from our security deposit!

The host claimed that we made a damage soon after we left their condo. The damage was already there when we were there but the host claims that the maid took pictures of it before we were there and after we left. I contacted airbnb and told them can this host just lie and take money from us like this and airbnb kindly said no, but they will investigate. Few days later, airbnb took $470 from our credit card. I reached out to the supervisor and she hung up on me. She didn’t want to deal with this case. They just want us to pay for the damage we did not even make. Happy host who gets to have free $470 from an honest family stayed in their condo for one night. We went there to show our kids snow and it turned out to be a stressful, deceiving disaster! I feel so bad for airbnb. Never ever using airbnb again!