Airbnb Host Stories

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


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Football Game Turned Disastrous for Host

What was supposed to be a routine family stay for one night with two adults and two children turned into a nightmare for me, the host. The guest booked was coming from out of town for the evening to attend a Monday night football game. He was supposed to be leaving early the next morning. […]

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Airbnb Unfairly Listens to Guests Over Superhosts

I rent out a room and have never had a bad review until these guests arrived. We had a typhoon hitting the island the day before, causing some damage to the roof. It was December 24th, 2017. The guests arrived angry because the airline lost their bags. They were well informed about the small hole […]

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Airbnb Guests Who Keep Demanding More Test My Patience

What a disappointment to ever engage with Airbnb. We thought it be a good idea to try them as a hosting platform on advice from friends. Having already had a good response and very pleasant guests from another travel accommodation site, this was our first time experience with guests from Airbnb. It started with all […]

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Airbnb Listing Deactivated without Warning or Reason

Last Monday, I received an email from Airbnb notifying me that “they will no longer be able to support my account due to violations of their terms of service.” I logged into my account thinking there must have been some type of mistake. When looking at my host page, I saw that all my upcoming […]

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I Removed my Property Before Airbnb Deactivated it

I’ve been hosting on Airbnb for six months and basically Airbnb makes me peanuts. The number of nights that they sell is too small, and too short; I could earn more even if I rented my apartment on a long-term basis. Using Airbnb actually reduced my earnings because I often get offers by agents for […]

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Greed and Lies Win the Day Every Time with Airbnb

Airbnb prioritizes greed over ethics, morals and subverting the law. They have endangered the lives of our guests – a single mother with two young children late at night in foreign country. Airbnb purposely blocked all means of support to all involved. Then they lied to both parties. Their customer service routinely lies to both […]

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Airbnb Stay Literally Killed my Husband

In December 2015 my husband, our two young children, and I decided to holiday in Malta. We decided we should give Airbnb a go because at least we would have our own pool and jacuzzi. The stay was fine; the farmhouse was cold and took nearly a week to warm the rooms. Also, the jacuzzi […]

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Airbnb Guests Cause over $10k in Damage, Still Refunded

The only reason I’m reaching out is that I would like to make sure I explore all avenues at Airbnb available to me before I obtain counsel and have to go that route. This guest contacted us and requested our home for one month for himself and his two colleagues for a work trip. We […]

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Impossible to Withdraw Payment for Completed Stays

We have had this space posted on Airbnb for over a year. Bookings have ticked over nicely, and money came in regularly, via PayPal. Then suddenly, from July of this year, there was an hiatus of more than four months in which, according to PayPal (on our bank’s Forex site) the balance was undeclared, and […]

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As a Superhost, My Account has been Unreasonably Blocked

It is really infuriating and irresponsible to unreasonably block a Superhost. After a crazy guest stayed in my apartment for four nights, I experienced the worst nightmare that I ever experienced in my whole life. This guest considered my place – for which she paid 15 USD a night – a 5-star hotel; she kept […]

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Whenever You Need Help, Airbnb Isn’t There

I’ve never seen a company like Airbnb. Whenever you need help, they are there not to help but piss you off and wish you to hell. I have never gotten any help either by email or by phone. The representatives are rude as if you are living in hell and you deserve their condemnation. I […]

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Active Guest Reservation and No Payment from Airbnb

I have been a pretty happy host on Airbnb the last three years up until now. I had a three-month trip to Europe planned and found a last minute three-month reservation request. The dates were perfect. I met the lady in person with her teenage son and her dog. I was pretty happy to hand […]

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Trip Insurance is a Necessity When Using Airbnb

We have been with Airbnb for three years and most of our experiences have been good up until now. As provided in a formal feedback from my wife, guests buy trip insurance to cover crisis situations and illness. Airbnb is effectively negating this avenue by offering refunds at the host’s expense. It is completely unacceptable […]

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Stranded Guests After Airbnb Demanded New ID Verification

I had an Airbnb account for years. When I left town for a couple of weeks, I contacted all of my guests with information on how to get into my place. During the time I was gone, Airbnb contacted me (from email, etc.) as they were requesting a provide a new ID. They needed it […]

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New Years Eve Nightmare – Defrauded by Students

When I was a full time caregiver for my terminally ill father, I listed my home on Airbnb to temporarily generate income. This was my only source of making money, as I was spending 60 hours per week with my father. On December 30th, 2016, I was approached by four college students who claimed they […]

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Airbnb’s Policy on Holding Payment is Dangerous

I applied to stay at an Airbnb property in Montego Bay, Jamaica. The host completely ignored my request, and did not respond in any way. Fair enough… although this behaviour is very disrespectful and rude in my opinion. Anyway, that’s not really my issue with Airbnb. I did not realise that even though the host […]

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Guest Trashed Flat and Told Doorman about Illegal Airbnb

I was constantly sold by Airbnb and third-party management companies that the “bad stories” from Airbnb are rare and that I had nothing to worry about. I have a water facing Manhattan condo in a doorman building. Manhattan and New York have banned any Airbnb listings. However, I noticed a Superhost from my very building […]

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Airbnb Considers a Loud Air Conditioner an Extenuating Circumstance

About six months ago I had a six-month reservation that was cancelled because we didn’t reply to Airbnb within one hour. Our listing was listed with a strict cancelation policy which states that we don’t offer refunds if the guest chooses to cancel. However, our guest was sensitive to the noise of the air conditioner […]

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Lacrosse Team of Twenty Trashes Airbnb Home

I hosted an Airbnb guest who booked our home for five people. He then had his entire club team from the Virginia Commonwealth University stay in our home. They did damage to our home by making holes in walls, smashing windows, breaking furniture, etc. Airbnb will not consider receipts we provided for the damage because […]

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Guest From Hell Tries to Stay Even Longer

Based on this experience I won’t ever be hosting through Airbnb again. First, we never know who will be staying in our home: their character, cleanliness, attitude, or past. This lady I hosted for few months in my beautiful little flat was a true nightmare. The very first day she stayed she emailed me several […]

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Libelous Guest Feedback Forces Hosts to Reconsider Airbnb

I recently rented my two properties for a major event that usually attracts motor enthusiasts. I have never had any issue renting the properties until the last recent booking. As opposed to the usual group of guys booking, it was a young couple with a young child. I did feel this was unusual for the […]

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Airbnb’s Business Model Doesn’t Include Customer Service

It took one very bad weekend to learn that Airbnb is merely a platform and has nothing to do with customer service. I had a lapse in judgment and allowed young locals into my home because they agreed to abide by the rules and to forfeit their security deposit if they were noisy. After creating […]

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What Happens When an Airbnb Host Sells her House?

I have sold my condo, but there’s no way for me to unlist it on Airbnb. Now I have posted all over my rental page, “Don’t rent this condo, it’s been sold!” For crying out loud, Airbnb: make it public and easy to unlist your property. Certainly I’m not the only person to sell my […]

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My Story Hosting on Airbnb in Ottawa

On September 17th, a guest arrived. The next day I received payout of $808.01. This guest was supposed to stay for 13 nights. On September 19th, Airbnb requested an alteration for one additional night but did not include the amount to be paid for this one night.  I accepted this alteration for one night and within two […]

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Guests Intentionally Left Cigarette Burns Over Everything

Two women in their late thirties made a booking for our unit. It was a last minute booking through Instant Book and their profiles showed that they were from a faraway city in my own country. The booking was for four people: two Airbnb account holders who had traveled together before and two other unnamed […]

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29 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!

    • Its the worst site ever and yes people want tonpay $40 but get the service of a $600/night hotel service
      Time to terminate this company for good

  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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