Airbnb Host Stories

These are the most recent 25 stories from real Airbnb Hosts.  Read More Airbnb Hosting Stories.


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Crime and Punishment under Airbnb’s Business Model

This morning I received a threatening robo-email from Airbnb titled “Remember: Cancellations impact your account.” I was charged $16 for speaking to a human at Airbnb, and had a threatening message telling me that “I’m off track” on my Airbnb Dashboard. The email listed the various penalties and punishments imposed upon hosts when they cancel […]

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House Completely Destroyed by Airbnb Guests

I rented my villa in Marbella, Spain to a guest from Ireland. He informed me his family were arriving the following day. Subsequently I found out that six or more young guys turned up and in the week they were in my house, they destroyed it. Airbnb has been ‘looking into this’ for five weeks […]

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Crooked Host Holds Deposit After Long Stay

We arrived in Utah on June 20th, 2017 as a result of a military move from Arizona. This was our nineth move in 18 years, so my family and I were used to it. Utah was exceptionally difficult to find accommodations while we were waiting for base housing to become available. Air conditioning at the […]

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Blocked for Discrimination after Strange Booking

I’ve been blocked from Airbnb for discrimination, mainly because I mentioned the canceled guest’s country of origin in trying to explain that normally someone from 7,000 miles away doesn’t book in our tiny town, and that the person could not tell us why he booked here. On an afternoon this summer, a guest had booked […]

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No Protection Against Deceptive Guests Breaking Rules

I had a group of five people book the minimum stay in my house for three nights and they ended up staying only one night, getting a refund for the others. I received a snotty email the next morning with a list of unbelievable reasons why they left. This was planned. They must have had […]

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Guests Trashed our Home, Airbnb Ignores us for Weeks

This guest and his family completely trashed  our home. We came home after five weeks to a complete infestation of flies, fruit flies, maggots, bed bugs and lice. This guest never took their trash out in five weeks in July; they simply left it in the house and, as you can imagine, the condition of […]

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Airbnb Fraud: Someone Cancelled the Reservation For Host

We were contacted after midnight by a guest asking if we could take him and his family on such short notice and check in at 3:30 AM. We worked our butts off to get the house ready for him and his family and accommodate them on short notice. My husband was in the backyard cleaning […]

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Airbnb Knows My Postal Address And I Don’t?

I’m trying to post my property to rent on Airbnb. When I try to complete the postal address section, Airbnb won’t accept my address. It keeps saying “the address is not accurate enough – try adding a street or house number,” even though it already contains both . The end result is the Airbnb website […]

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Account Hacked, Do Not Host Anyone on Airbnb

Before reading this story, quickly Google “Airbnb account hacked” and you will see this is a regular occurrence, happening to many people. Upon signing up for Airbnb, our account was hacked. Access was gained to our personal emails and even work accounts. We do not know exactly how this happened except that it was done […]

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Domestic Horror at Airbnb Forces Guests to Call 911

My husband and I decided to use Airbnb for the first time because we were looking to spend a romantic weekend in the Poconos area of Pennsylvania. When we got to the house we were greeted by the hostess’ husband who informed us that his wife was delayed by a flight coming from Texas and […]

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Airbnb Guest Has Few Valid Complaints, Plenty of Disrespect

I had a guest who is actually from across town in Halifax. She stayed at one of my properties for two nights. She arrived by bus and went to my neighbour’s house by mistake. She had a very powerful personality and I think she was upset or insulted when I went out to do my […]

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Extortion Review, Airbnb Won’t Take it Down Even With Proof

This guest used Instant Book for a month in advance for a weekend for 15 members of her family including herself. Note that she is a new member. From then on, there was no communication. She just wasn’t answering. A couple days before check-in, I finally got a hold of her and she informed me […]

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Airbnb Evicted Guests, Then Let Them Leave 1-Star Review

I’ll start off by saying that these were my first guests with Airbnb. We rent out a guest room in our house, with access to our sun room, kitchen and pool area. The guests were a father and son. The father did not speak English, but assured us that the son was fluent. They arrived […]

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There’s Rude, There’s Extremely Rude, Then There’s This Host

There’s rude, there’s extremely rude and then there’s being told to “f$#@ off” by your host. That’s what happened when I phoned my Airbnb host about the TV not working (aerial feed had been torn out; bare wire remained). “I don’t see it as a problem,” he assured me. He suggested I repair it myself. […]

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Terrible Host Leaves us Stranded in Montreal

We arrived at the designated apartment building in Montreal on a Friday evening around 6:45. The person at the front desk knew nothing about Airbnb and called the building manager. He searched and advised us that there were no keys left for us. I texted, then called the host at the number she provided – […]

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Never Again: Airbnb Holds Payment for Thirty Days?

Airbnb is a joke. They got their money. My guests came and stayed at my house. I chose PayPal as to how I wanted to receive my money; the system told me I would have to wait 3 to 5 business days, which was cool with me. I called today to check on the money […]

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Not Able to Login into My Airbnb Account Without Phone

I have been trying to get into my Airbnb account to see the messages and to change some details, and I’m not able to do this because every time they’re asking for my phone number which I have changed and no longer have access to; I don’t even know my phone number anymore so I […]

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Airbnb Customer Service is a Neverending Black Hole

I had always been a fan of Airbnb. I believed in the concept and always had positive experiences as a guest. So… why not rent out my own property? I spent lots of time creating the perfect profile, including professional photography. Then my account was “temporarily disabled” before even getting my first booking. I emailed […]

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Host Cancellation Policy Not Worth Paper it is Written On

Just a warning for you hosts out there. Airbnb can refund 100% of the rate you have agreed upon with guests, and will not even inform you about it. The first you will know is when you receive a statement saying they have taken the money from your bank account, or deducted it from a […]

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Airbnb Steals Your Money And Then Makes You Angry

We just found that Airbnb didn’t transfer our money a few days after the client paid until we contacted them about this issue. Later, they cancelled one payment from another guest who actually already checked in and was not entitled to get any refund; we had a strict cancellation policy. We charged a very low […]

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I really need the money, but can’t stand this any more

When I retired I bought my dream house in a popular US vacation destination. It’s a relatively large house and I spent a fortune remodeling and putting it together. In 2008 I lost the remainder of my savings in the big crash, and now have to support myself and my house on half of what […]

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Won’t Host on Airbnb After Disgusting Guests

I was a host on Airbnb and after my latest experience with them I am only using VRBO now. We have been renting our ranch on Airbnb for years and I have never seen our home in such disarray. Our cleaning team sent me a list of all the issues (photo provided) including but not […]

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Total Frustration Uploading Photo IDs on Airbnb

Talk about total frustration. I tried the night before at least 15 times to upload a passport photo using Airbnb’s interface and taking a snapshot of the photo using my computer. The photo image uploaded came out nearly perfect. However I got a message stating the picture was not clear. I tried taking a picture […]

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Drunk Guest Messed up Apartment, Lied to Airbnb

I use an electronic lock to let guests in as a largely absent host. The guest locked himself out by inadvertently entering a code that disables the lock until you open it from the inside. This had never happened before in years of using the lock. He called me at 9:27 PM on a Friday […]

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Your Personal Safety Comes First With Airbnb

I have heard hundreds of horror stories from neighbors, guests and hosts alike. First of all, I cannot believe the number of people who give total strangers the keys to their home. Unless these hosts are changing the locks after each guest, they are asking for huge problems. A guest could easily have a copy […]

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28 Comments

  1. AIRBNB HELL

    From: Joe P
    Sent: Wednesday, July 19, 9:31 PM
    Subject: Re: Airbnb: Your Reservation with Jerry at 144 Homecrest, Ewing nj
    To: response@airbnb.com, jscott@ewingnj.org

    Although these photos weren’t take for a complaint, you will get the idea.

    First of all the owner is not around . I know that is not a requirement but , he hasn’t replied at all.

    Second – He never discloses that the unit is a trailer in his back yard.

    Third – There are numerous building code violations.
    1 there is no adequate lighting for the stairs
    2 there is no railing for the stairs
    3 there is no light switch next to the door
    The picture shows a light switch next to the door, but that is not a working door.
    4 the security code lock on the house did not work in the morning but it did at night. There was a phone number for a problem, but no one ever answered.
    5 there was a baby crying all alone in the basement next to the shower facility with flimsy partition. This is where i felt like i was in Tijuana Fulvio Cecere.
    6 there were no towels or complete sheets. there were instructions if they were out, but he never answered.

    I think your company should take some ownership of this rental , since you facilitated it.

    I would have thought that you would demand pictures of what he was advertising.

    I will be waiting for a response.

    862-232-3276

    Get Outlook for Android

    From: response@airbnb.com
    Sent: Wednesday, July 19, 2017 6:55:18 PM
    To: Joseph Putz
    Subject: Airbnb: Your Reservation with Jerry

    Airbnb Customer Experience
    Michael H., Jul 19, 17:55 CDT:
    Hi Joseph,
    I hope this message finds you well. My name is Michael, I’m also a case manager with Airbnb’s Trip Experience Team, and I’m following up on this case on behalf of Charlie, who has left.
    From what I understand, there are a few concerns with this reservation. While what you have described to both us and Jerry does meet our criteria under our Guest Refund Policy, here is what we will need to see in order to proceed with a refund.
    I will have to see any photos or videos showing the problems you have encountered during this trip. If you can get those to me as soon as possible, I will be able to move forward with refunding you for this trip, but please keep in mind that the refund will be determined by the severity of the issue.
    Best Wishes,
    Michael
    http://www.airbnb.com/help
    THIS EMAIL IS A SERVICE FROM AIRBNB CUSTOMER EXPERIENCE. This email is a service from Airbnb Customer Experience. For more information visit our Help Center [J65WVM-K06D]

  2. AirBNB doesnt authorize the guests credit card on file for Deposits if your listing states that. I had a guest who damaged property, agreed to pay for but his credit card declined, Airbnb never authorized the deposit amount of $300 and now there’s no way to collect. Like many others, I’m unable to get a response from the case manager after they said they have already been in communication with the guest about collecting and after pictures of damages were uploaded on the resolution center. How can Airbnb allow the host to feature a deposit amount when a deposit amount for incidentals is never authorized? makes no sense to me at all.

    For other hosts and even guests out there, have you ever charged or been charged for the deposit before allowing the guests into the unit or been charged before being allowed into the unit? Maybe via Paypal or Square? Please provide feedback, this seems like the only way to secure a deposit.

    thanks,

  3. I recently joined Airbnb with a couple of my rental units. In only one month I am sick of AirBNB guests. They expect Hilton quality at Hostile pricing. The people who want something for nothing write bad reviews. I had three guests complain about minor things when AirBNB’s automated pricing allowed them to book 3 nights on Memorial Day weekend including pets for $40 per night. Deduct the cost of cleaning up dog hair from all over furniture, doing laundry, missing linens, paying income AND 12% FL Hotel tax and I basically paid for some entitled melinial’s Florida vacation! This is a horrible rip off for hosts! I have deleted my listings and have nothing good to say about it!

  4. As a host I always feel like I’m held as a hostage for a good review…Recently I came up with an idea how to avoid it: if you feel the bad review is coming, just cancel a day or two prior for a bad guest check out…

  5. BEWARE! VILLA WHITNEY SAMUI (Lamai beach, private pool) in Koh Samui, Thailand has serious issues. It sounds great on Airbnb, but not so great in person. I rented it for a week but left after 3 hours due to an overpowering mold/mildew odor that was making me feel ill. The sofas in the living room were so soiled and stained that I would not sit on them and parts of the kitchen needed more that a deep cleaning. The internet did not work either. A serious disappointment and Paul Neon, the owner located in Moscow Russia, will not issue a refund despite his misrepresentations. He stopped responding to me in fact. Paul Neon is not to be trusted. @Airbnb @PaulNeon @Paulneon.com @travelyllc @reverbnation

  6. A guest requested that I cancel their 1-night booking more than 24 hours prior to their arrival date.

    The guest initiated the cancellation request, and Airbnb sent me an automated request email which I immediately actioned.

    24 hours later my listing was suspended due to the cancellation, and my annual cancellation stats have now fallen below 90% as a consequence.

    This is the SECOND time in the past year that a guest-initiated cancellation request has resulted in ME being penalised, and I have now received a message informing me that a third cancellation will result in the termination of my listing.

    Why am *I* being penalised for reasonable cancellation requests initiated by my guests?

  7. As a host I always feel like I’m held as a hostage for a good review…Recently I came up with an idea how to avoid it: if you feel the bad review is coming, just cancel a day or two prior for a bad guest check out…

    • if that the standard rule, if a host cancels a day or two before check out , the guest cannot write a review?

  8. We just recently learned that airbnb does NOT average the star ratings.
    All they consider is the Overall Rating.
    So if a guest gives you a 3 star overall rating because they compare your accommodation with The Hilton for 5 *****, Radisson for 4**** and Holliday Inn for 3***
    It really doesn’t matter that the host gave you 5***** for cleanliness
    5***** for communication
    5***** for value
    5***** for accuracy
    5***** location
    5 ***** arrival
    All airbnb will give you as a rating is the 3*** overall rating which is extremely confusing to the guests who do not associate 5***** accommodations with YELP but with the 60 year old 5***** ratings started by Forbes for hotels.
    All along we thought we were doing great since we were usually receiving 4-7 five ***** out of the 7.
    And yet because they don’t average it, our star rating stays below 4.4…

  9. I have 2 listings which have apparently been disabled by airhell, though guests can see them. But when I approve, they are told by airhell they can’t book it. One of he guests told me they were offered USD 100.= to book elsewhere without explanation. What total morons run this organisation ? They are secretive, and offer no support for hosts. Thank God for the likes of booking.com, agoda, expedia etc.

  10. Airbnb disable my account and cancel all my upcoming rentals 21 to be exact of a total amount of 46.302$. Can someone tell me why or may help me? when i call airbnb they say thats are some technical issues and they will get bak to me. thats 2 weeks ago and I’m calling then every day for updates! horrible situation!!!

  11. Perhaps AirBnB could let us see the Full Name of the guest. Then I could easily look them up in any of the social or business media. Since AirBnB users are mostly the millennials they are bound to have some internet footprint. I cancelled a guest reservation after my internet search found he was arrested recently for drug related activities.

  12. I have the worst experience in hosting my house.

    The guest name is Fernando, staying from 10 Jan-14 Feb 2017 in the house titled “Cheap and clean house in Bekasi, Bintara”

    I’m really upset about his behavior, his irresponsible act to throw a lot of tissues into my toilet till it was clogged. I spent Rp 350k for that and I decided to just let it be my cost.
    Second, he doesn’t put any effort to keep the house clean. Everything has always been messed out, all his clothes are scattered around the floor, and his hair after shaving is everywhere on the floor. He left the house in a condition where all my appliances ON, which is very dangerous. Can you imagine if there is any short circuit that can cause fire ignition?

    I have always asked for his permission whenever there’s a regular check and he said it is a snooping. It’s normal to have a regular check in my own house otherwise he would have broken all my stuffs.

    I do respect him as a guest in my country, but I don’t think he does the same to me. He has known from the beginning that my neighborhoods are majority muslim, and he didn’t seem to respect that.
    Last thing, I just can’t tolerate he brought a woman to have a sex with. Though there wasn’t any stated rule that prohibit adultery on my listing rules, it is an obvious covenant for muslim to never allow adultery happen in any way!!!! This isn’t a hotel, this is my house and It is STRICTLY PROHIBITED for adultery happened in my house and around that neighborhood!!!!
    And he should have known it because I have told him since the very beginning that the neighborhoods are majority muslim, and he definitely knows that muslims are prohibited to let adultery happen, but he just didn’t abide by the covenant!

    I have always tried to put my best to serve him as my guest. I’ve tried to fix anything he has complained, I’ve tried to fulfill his requests, and I’ve definitely asked for his permission when my family goes there to have a regular check. We’ve always emptied his trashes and cleaned the house.

    I apologize for this situation, but bringing a woman in the house is truly crossing the line.
    I have a lot of friends from US and all other parts in the worlds as my business partners, and this is truly the first disappointing experience for me. He is my first and my last guest because I’ve unlisted all my houses in Airbnb.

    And now, he is requesting for refund because the security chased that ‘illegal’ woman out of my house after his staying period are almost over!!!!

    After all he has done to my house, that’s really out of my sanity.

    I’m trying to call Airbnb call center in US, Malaysia and SG for so many times. I hang on the phone till 10 minutes and there isn’t any answer! It is so frustrating to have never reach Airbnb CS for resolving such problems!

    Kindly solve this please! Thanks.

  13. Make a claim with the American Arbitration Association. It costs Airbnb $3200 if you file a claim. They might just pay you instead of having to pay the fees.

  14. I have an open dispute with one of my guests. I want to write a review letting others know how horrible this guest was, but at the same time, I don’t want a negative response on my end. This kid dented my stainless steel fridge in two spots, clogged the toilet, puked on the bathroom floor, burned my bamboo chopping block, ate all my food, food and drinks all over the counters and floor, etc. In your experience (you reading) is it better to not write that review in fear of retaliation? I have perfect 5 stars and want to keep it that way. Also, I sent this dispute in a week ago and haven’t heard back from Airbnb. How long does this usually take?

  15. I not get payed
    had reservation for 60 days
    first month received money
    after creditcard crashed
    airbnb told me , they charge in2 stages
    ,..result up to me MY problem

    security keys gone and more ( tendand turnd nightly away)
    airbnb have a deposit for my room rented
    Bullshit !!!
    they never charge a deposit frm card
    i mke a claim
    no result
    and i am sure the result is : pay by your self

    i do not do any rental over 2 peridos more weith airbnb
    i do not let a guest in same day ..min 3 day advance booking for creditcard ok

    and i charge deposit at sight…if customer refuse ,easy can gohome again

    bcs a non existing deposit is none for me

    ahh airbnb told me deposits are not for peoplenot oaying rent , they only for damages
    but what
    they even not charge the deposit

  16. have been waiting a week for airbnb to unlock my disabled account no one is calling finally called them again rep said escalate call i said no i am getting nothing I am on hold right now I have just gotten another email escalating the call what a waste of time never in my life experienced such poor customer service

    • We have been “disabled” since December 12, 2016. We call & email daily with no response from trust & safety. Airbnb made our listing active for 1 day January 8, so we could leave a review. The following day the listing was disabled again. That reservation was made prior to December 12 & Airbnb was able to give me the contact # for the guest to communicate with them. Payments for 2 different stays have not been released. We were booked almost every weekend & some into the week.

  17. Arbnb is not going to pay for anything. They may get the guests to pay, but they are not going to honor their policy. They have no morales in my experience.

  18. Had an issue and needed to cancell my host statues. Computer problem so called into help desk. They refused to help or cancell my account . So I am going to have unwanted guest show up.

  19. Christine – It’s not BnB fault you had terrible guests. I hope you lodged a complaint with BnB within 48 hours to cover the costs of the clean up and stolen items.

    If you decide to stay with BnB – then only take verified guests with host references and make sure you have clear discussions with them to find out more about them and their plans before accepting a booking

  20. Sooo….my husband and I rent a condo out through Airbnb in southern california and in the past month we have had terrible guests. These people have stolen things off the wall, they’ve stolen brand new sheets and towels. The worst is probably the people who’ve left garbage strewn around the entire condo, and then to top it off in the bathroom they dedicated on the floor next to the toilet. Perhaps they didn’t want use the toilet they had covered in layers of vomit. I’m totally disgusted by people and really don’t want to rent out through Airbnb anymore-

    • I’ve had similar experiences. I’m done with AirBNB. They attract an unsavory clientele. I’ve been renting my rooms out for 13 years, and I have had more “problem” customers in the last 1.5 years I have posted on AirBNB than I have in the last 13 years combined. Mostly millennials who think the world owes them.

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