Airbnb Supports Misleading Property Pictures

I had a mini break from school and decided to visit my husband in Edmonton, Alberta (Canada). For the last four nights of my visit we decided to book an Airbnb close to downtown so that while he’s at work I could easily go shopping as well as easily find a place to eat when needed. He saw a reasonably priced suite, ‘Avala Suite’ and he booked it based on the pictures associated with the ad and recent reviews. Thursday night we checked in at approximately 11:15 PM. The first thing I noticed was the bed didn’t have a frame like it did in the pictures; to me, that was minor and didn’t warrant a complaint. Then my husband went to the kitchen and I decided to checked out the bathroom. To my surprise, the bathroom was completely different from what was posted on his ad. I called my husband’s attention to this and he too was shocked. We revisited the ad, because we both knew that what we were both viewing was not what we saw.

The suite was so stuffy and we noticed the ‘clean’ sheets folded in the linen cupboard had hairs on them and looked like they needed to be washed. We used our own pillow covers and sheets to put on top of what was on the bed and decided to go get Febreeze at the nearest gas station to help with the dusty odour. When we got back to the room we decided to rest and contact Airbnb in the morning. Unfortunately when we woke up and tried to locate the ad, the property was no longer listed on their platform, so we did not have the supporting evidence from the ad. We still sent an email informing them of what we saw in the initial ad and sent pictures of what we are now seeing and explain to them that we cannot access the ad to send a screenshot of what was advertised. To my surprise Airbnb replied saying the bathroom was the same and it was just a cleaning issue. Now I became irritated because I felt like we were being taken for fools.

On Saturday I decided to send an email to Airbnb, still being unable to view any ad from Avala. The email sent is as follows:

According to Airbnb’s Content Policy which clearly states that you do not condone listings and profiles which contains contents that are fraudulent, false, misleading or deceptive. If your company does not support misleading contents, why is it that my husband is clearly being taken for granted after filing a complaint about the host of our reservation posting on his ad being completely different pictures of the bathroom for his suite. It is quite clear that the pictures being advertised are completely different as he posted a bathroom with bluish colour wall tiles and the tiles noted in the bathroom on arrival is of a creamish colour. How can your representative sum this up as a cleaning issue? It is clearly not a cleaning issue; the ad was misleading. Secondly, where is the cleaning issue in the host posting a picture of a wooden trimmed toilet seat compared to the white one we viewed on our arrival? I am only left to sum this issue up as either the representative was not interested in doing their due diligence for a proper investigation to see that the ad for the suite is false and misleading or this host may be making you guys a lot of money. In that case, complaints against him fall on deaf ears. Either way, it is not right to treat customers in this manner. Hosts should not be allowed to falsely advertise their space. It is the pictures shown that help clients select the property that seems suitable for visits. This is not ok Airbnb.

I got no reply. Finally on Sunday, Avala’s platform was back up on the website. I took a screenshot immediately and decided to call again. The representative that I spoke to told me that the case manager that dealt with the matter has summed this up to a cleaning issue and asked what I wanted him to do after I informed him of the situation and letting him know that not only is there is picture of a bathroom that does not exist at all in suite but all of a sudden there is a picture of a clean version of the pictures they sent to us the day before which was not there at all when we viewed the ad. I highlighted to the representative I spoke to on Sunday morning that it is not ok for the company to be saying they don’t condone misleading postings of suites, yet, this matter seems to be falling on deaf ears. He simply stated he would send me an email and a case manager will contact me. Honestly I get the feeling that because this host has numerous suites and possibly makes a ton of money for Airbnb, that the rules do not apply to him about false, misleading advertising. However, as consumers, to book a place to stay for visits we only have the reviews of others to help us determine which place to select and most importantly the actual pictures of where we will be staying. I feel wronged by Airbnb and they don’t seem to care at all. Shame on Airbnb.

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