Airbnb Superhost Extorted Me for a Good Review.

I encountered a very calculating and dishonest host. She will go to great lengths to make sure your negative review never sees the light of day.

I left my stay early due to the pool being frigid and unheated. I mistakenly assumed since the pool was the front featured amenity, it would be heated. I fully accept that mistake. In my previous experiences with pools, hosts have specified if the pool wasn’t heated and would offer to do so with an extra charge. When I asked the host about the pool, however, she launched into a rant about how it was too expensive to heat her pool, offered no solution, and if I wanted to swim I should go to the civic center or the Marriott.

Once she learned that my husband and I checked into a nearby hotel and left early, she acted contrite and said she would like to offer a “small refund.” I told her that would be appreciated. Next, she told me that her reviews were “very important to her,” and that she would send the refund after we both completed our respective reviews. Believing she was in good faith trying to rectify the situation, I gladly accepted.

As it turned out, her plan was to trick me into giving a positive review and once they were completed, she abandoned the refund. Reviews are permanent and cannot be revised. Therefore, I had to contact Airbnb to have my review removed and report the issue. If you take a minute to scroll through and find the few people who gave her a bad review, you’ll see that she responds in a rage, seemingly losing her ability to proofread and use correct grammar.

My only intention with this response was to make people aware of the kind of person they’ll be dealing with, because I’m sure she has done the same thing to others in the past and wouldn’t hesitate to do it again in the future. I have repeatedly tried to rectify this with Airbnb and get my real review shown and they won’t listen. They also state that there isn’t enough evidence, when it is all clearly in the Airbnb messaging system if they cared enough to read it.

Customer Service? Airbnb Doesn’t Know the Meaning

I joined Airbnb in 2020 but had to cancel all my trips due to the pandemic. Now that the EU is considering opening up to fully vaccinated Americans, I thought I could re-visit Italy. Having had a good experience with the different hosts on a previous trip (booked by my traveling companion), I made the (terrible) decision to join.

I made my first reservation and that was accepted. When I tried to make the second, a dialog box showed up saying “we can’t let you pay as your account is under review.” This was the start of the nightmare customer service saga. Service cannot be used in the same sentence as Airbnb as it’s a complete oxymoron.

The first line of representatives you reach on the number, which is deftly hidden behind multiple tabs, leaves you feeling frustrated, angry but most of all, powerless. Here’s some of what the representatives told me about my account review:

  • They were carrying out background checks on me. I’ve been in various government jobs that required those. I didn’t know registering on Airbnb required a background check.
  • From Jan. 2021, all Airbnb customers not only had to inform their banks about potential transactions with the company, but in fact, had to get in touch with Visa and Mastercard to let them know that reservations would be made on this platform. Didn’t these representatives get the training memo that it’s actually banks that block/unblock transactions because Visa and Mastercard supply the plastic and technology that makes our life simple with credit cards?
  • I had to get in touch with the potential host I was going to stay with in Italy because apparently, her software hadn’t been linked to Airbnb and this was what was stopping me reserving with her. Don’t they have an IT department to do that? Isn’t that their responsibility?
  • I did actually contact the host in Italy. She took the trouble to contact the Italian customer service platform and they were scathing in their response. They laid the blame squarely on the U.S. side saying that tech support was clearly able to help me and should do so without pushing blame on to the host. Sound familiar?
  • The trite sentence of “I’m so sorry. I know how you feel.” No, you don’t, so stop trying the empathy game with me. If you were really sorry, your IT team would stop faffing around and could have fixed this block on my account already.

There will be customers who have had a flawless experience with their hosts, as I did on my previous trip. My particular experience isn’t one I’d wish on my worst enemy. I have to agree with a review I read in that their representatives do seem to follow a script. It can’t be great for them to have to put up with aggravated, stressed and livid customers but if their management put robust resolution protocols in place, namely timely responses and updates to customers’ email, then perhaps 90% of this could be avoided.

What seems patently obvious from my dealings with Airbnb is that no supervisors are around to handle calls in the moment. Their procedure is to “escalate” and this gets attention within 24 to 48 hours. In the meantime, you get zero communication.

The other horrendously annoying aspect of dealing with this company is the multiple security checks that take place. If you phone from a number that isn’t on your account or if you log in from a laptop/desktop and not the app, you get a string of emails/texts asking you to confirm. Can’t somebody tell their Information Security Officer that security is only good when it doesn’t interfere with legitimate users?

That is the paradox of this company. Their engineers have crafted multiple security checks on users yet they still haven’t put in place a system to communicate with their customers that they are dealing with technical problems that hamper customers from using their accounts. How could they have not seen the importance of keeping customers informed?

It really seems to be a company that has little regard for treating its customers with a modicum of respect. My experience has shown that timely responses are not something they do. There is no communication about the progress of problem resolution and some of their representatives are clearly out of their depth. I’m just annoyed at myself for having joined such a thoughtless, uncaring company.

Guests Who Pay Are Your Only Customers — Airbnb Doesn’t Care

I started using Airbnb in 2014. Recently over my last trip to Foster City, San Mateo, California, I picked an Airbnb apartment for a long term stay. The host operates as a leasing and servicing management team, who cared less about servicing or even providing amenities through the nearly two-month stay.

While in the middle of our stay, we wanted to extend for another eight nights. The host claimed that the property was available but Airbnb’s platform features did not allow them to extend. Airbnb chose to play in silence by not participating or responding to any requests. Communication to fix the platform and the host’s booking system issues went on for 3.5 weeks and Airbnb maintained selective silence and never replied timely.

The host proposed and continued to call through our stay, telling us to book directly with them. If that was the intent, then why did we need Airbnb to begin? The host has over 50 properties listed on Airbnb, which means Airbnb has a big supply of customers. Airbnb chose not to lose a supply partner over a guest. I wrote several times to Airbnb but they ignored all my requests with standard replies like “Can we do anything to make your stay comfortable?” and “Is there anything else we could help you with?”

Airbnb and hosts: you both need to know that I, the customer, is the one entity you both need to stay in business. Without Airbnb I would go straight to the host or the like for vacation or long term rentals. Why do I need Airbnb? The host forced me to sign up for an extension with them, so why would they even list on Airbnb? Market and sell your own inventory.

Airbnb is not a platform, not anymore. I deleted Airbnb from my phone before the end of my stay, and I am not staying with this host in the foreseeable future. Goodbye Airbnb. The question is how long can you continue this broken model. Eventually all the suppliers will leave because I, the customer, will not be on Airbnb to create demand.

Airbnb Literally Endangering People’s Lives for Profit

After making the responsible choice last year to cancel all reservations when the pandemic hit and subsequently not receiving any compensation, I received $25. I took it as an opportunity to review my cancellation policy to better protect myself to reflect the new realities of travel.

Fast forward a year later and I made my place available for the month of April and received three bookings, two of which my guests responsibly cancelled due to the lockdown in the province of Ontario. The third one admitted her travel was unnecessary and that she was coming to walk around with her boyfriend. Now she booked a non-refundable option but would not cancel the reservation because she did not want to lose the money despite her choice to book a non-refundable option. Again being responsible, I chose to cancel and the guest was refunded.

I am not the brightest, but I am failing to see how after I adapted and my guest booked a non-refundable option, how she is still being refunded. At first I was upset over the money but at some point it’s not about the money. It’s about the safety of my community and I couldn’t believe the position Airbnb put me in. They refunded some person who booked a non-refundable option and did nothing to respect my cancellation policy or do the right thing and cancel all reservations in Ontario.

This didn’t sit well so I asked them to donate the money to Black Lives Matter (I am a Black person so figured this money could go to some good) instead of refunding this low life guest. They refused, stating their policy. I was laughing at their “support” team. The guy clearly was in no position to even have a conversation and was reminiscent of a robot, programmed to repeat the policy and failing to understand what “human” is.

Companies like these are greasy and hope the collective group robot think pushes your billion-dollar company to higher profits while putting the lives of people at risk. The fact that they are allowing hosts to operate in Ontario at the moment is baffling. They are literally putting profits before the public good and this goes for housing as well. Simply ruining communities.

Shalom Home? More Like Cold, Dark, Nightmarish Airbnb

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We recently stayed in a very cool home in the mountains of Glenwood Springs, Colorado, but it turned out to be awful. I tried to post an honest respectful review on Airbnb, it was quickly removed. When I asked the customer service rep how many reviews the host had had removed, the representative went quiet.

First of all, the host seemed to be represent herself as Jewish. When I walked in, she had Christian music playing and there was Christian and Republican literature all over the house. Was she hoping to convert us? My friend mentioned how lucky she was to live somewhere so beautiful and she told us it wasn’t luck, it was Jesus.

When we came home the first night after skiing all day and swimming in the hot springs all evening, the lights didn’t work, but we were too exhausted to say anything. The next day, the sun was out and we forgot all about the lights. We tried to shower, but the water would not get hot. I asked the host about it and she said to let it run. We let it go for a half hour and it never heated up. My ten-year-old daughter tried to take a cold shower but came out crying hysterically because she was shivering to the bone. Five of us didn’t shower for four days.

When it got dark that night and we realized there were no lights, my friend was trying to turn on one lamp and a sharp edge of a decorative wrought iron leaf sliced her hand open. When the host came to figure out the lights, she dismissed the cut as nothing. We did get the lights working, but the TV was useless. We took a photo of the lamp and the cut and Airbnb did nothing.

The host also stated in her rules that we could only eat in the kitchen. There were two chairs and a tiny table so I told the kids to go ahead and eat in the living room because if she couldn’t provide electricity and a shower in the 21st century, then I don’t have to following her eating rules. That night we had bought firewood to build a fire and sit around and enjoy the great outdoors of Colorado. When we returned, the host told us that the fire pit was closed for the season, but there was no mention of this in her description. She sent us the rules after she decided it was closed.

I tried to post this all on my Airbnb review, less the Christian stuff because I wanted to keep it unbiased and stick to the facts even though her proselytizing made us very uncomfortable, but it is her house and those books wouldn’t cause a bacterial infection like open wounds and not bathing. Airbnb took down the review and said it was not in accordance with their policy. Not bathing during a pandemic is okay to Airbnb?

Barbados Nightmare and $4,500 Taken During COVID

I rented a place through Airbnb in Barbados on Jan. 13 for one month to start on Jan. 20. The price of the rental was $4,500. On Jan. 17, I flew to Barbados and went to a COVID-holding hotel as required. Barbados required that we needed to stay at one of those hotels until we tested negative on the island for COVID and then we could move to our final destination. The Barbados website said that tests were taking about 24-48 hours so we booked the hotel until Jan. 20, adding a one-day buffer.

When we arrived, we were told that the COVID tests were taking up to 12 days to come back, if we could even get a test. They said the island was so behind because the demand was so high and they only had one testing lab on the whole island. We had prison-like wrist monitors on and we were not able to leave our hotel room under any circumstance until this test came back or we’d be fined $6,000 each. This was going to be our lives for up to 12 days and we were paying for it. We could not even go for a walk or get any exercise during this time. Getting food was super hard as well. It was nothing short of prison.

While we were trying to sort all of this out, we learned that the U.S. changed its travel regulations on Jan. 17 and that the new policy was to go into effect on Jan. 20. The policy said that if traveling outside the U.S. we must have a valid negative COVID test that was no older than three days and if we could not effectively rely on getting one we should get home immediately. The U.S. Embassy in Barbados put a warning up and called all American travelers home before Jan. 20 if they could meet the new travel restrictions.

With the slow response time for test results effectively we could not get onto the island and we were not going to be able to get home. We decided that the safest thing to do was abide by the embassy warning and go home. We wrote the owner of the house who had our money for a 30-day stay and told them we needed to go home and shared that it was related to the change in U.S. travel restrictions. I generously and thoughtfully offered a week’s rental money not wanting to inconvenience the owner, but the owner refused to give any kind of refund, fully knowing the circumstances were out of our control and kept our full $4,500.

Airbnb told me that no one had requested a rental with this owner since we had, four days prior, and that my offer was generous, but sometimes they had “stubborn and greedy” owners that were unable to work with their renters. They told me that my reason for needing to cancel was valid and they understood my need to go home, but oddly they told me they could do nothing to get my money back. I provided their policy that had just been put into place that said if there was government policy change, put into effect due to COVID, that interrupted any stay after Jan. 20 the renter would be entitled to a full refund. Even with that policy and knowing our circumstances, they did nothing to give us our money.

Additionally, Airbnb has a cancellation period where you can cancel up to 7 days prior to your stay. I tried to use that policy to say that if we pay for the first week, we were essentially cancelling 7 days prior for the other 21 days and they said no to that as well. We sent our claim to the bank. They read all our paperwork and said that this was clearly “unethical and unscrupulous behavior” and that it was clear this owner had “scammed” us and that it was essential for us to fight to get this money back, but that under Visa’s policies they could not reclaim the money due to a technicality based on a bank error.

We are working with the BBB because we are still trying to recover the money that was unethically taken from us. I am also trying to find a lawyer. If anyone can recommend one, I’d appreciate it. There was absolutely no way that we could use our rental.

We showed them their own policy that if there was a government policy change put into effect that interrupted any stay after Jan. 20, the renter would be entitled to a full refund. Even with that and knowing our circumstances, they did nothing to return our money and continued to say that this was the “owner’s decision.” Though they stated and agreed many times that it was unfair and that it was a lot of money, they could do nothing about it. I still have never seen or gotten a copy of the owner’s agreement and I am perplexed why it is a different policy than Airbnb’s.

We need help recovering the money that was unethically taken from us. We showed proof of the embassy warning, the U.S. policy, Airbnb’s own policy, what the hotel was telling us about getting negative test results and our airline tickets home but no one would help us. We offered to pay for one week which would mimic a 7-day cancellation for the remaining time. This owner unethically kept $4,500, provided no service, was given fair notice and did not follow the company’s policy.

As the representative between the owner and myself, Airbnb has a responsibility to mediate this fairly and or rectify the harm we have received. They did not. We need help reclaiming our money.

Loopholes Enabling Unethical Airbnb Host to Bait and Switch

I booked a long-term stay for a two-bedroom apartment in NYC on Airbnb for two people. When I was doing the search, it showed the same price for one, two, or more guests in the same apartment. The confirmation came back for one person somehow, so I immediately (less than ten minutes from booking) corrected that in the app and received another confirmation for two people.

I was looking into the address details of the booking I just paid $3,500 for. Surprisingly it still only showed the street name without any other details. So I contacted the host — appeared to be some company instead of an individual host — who insisted that because the reservation showed only one person (who is rich enough to book a two-bedroom apartment for just one person in NYC?), they wanted to charge me more than $1,000 for it.

I looked back into the app, which in fact, still showed the same price for even three or four people. They claimed that it was a system error. At that point, I believed them, and allowed them to cancel so I could rebook. There were plenty other properties around that did not cost more than what they originally charged plus $1,000. This was within 20 minutes of booking.

I contacted Airbnb support. They said that on their end I was confirmed for two people and the price was right. So I let them handle it. The operator also said if I felt uncomfortable with the host, I could cancel for free within 48 hours. The next day, Airbnb support called me, informed me that the host insisted on extra charges even though it was advertised with two people with the price I already paid. And if I cancelled, they could only offer a $150 coupon to book again on Airbnb. They just pocketed $3250 dollars.

The host claimed it was an error with Airbnb, but they refused to accept the full refund cancellation request. Instead they intend to just keep my money or ask for even more. This is all within 24 hours of booking. So, Airbnb leaves me with two choices: either pay $1,000 above the market rate to accept the booking, or lose $3,000 more to cancel. That is the place where Airbnb want their customers to be.

Airbnb Host Accuses Guest of Having COVID

I was staying at an Airbnb location in New York City at the height of the pandemic in April 2020. Fifty three days into a 60-day stay, the host contacted Airbnb and accused me of having COVID-19. I had no symptoms and have since tested negative with the swab nasal test and the antibody test.

Just after 9:00 AM on a Friday I received a text from Airbnb that the host accused me of exposing her to coronavirus and I had to leave within 90 minutes. Not only was my reservation cancelled but Express Booking was disabled and I was told that I would have to call and get permission to stay with another Airbnb host.

I refused to leave and the host called the police three times, but first she changed the locks. Just before calling the police for the third time, she began throwing my personal possessions onto the street. While all of this was going on Airbnb was threatening penalties, although they did not specify how much.

Airbnb refused to refund a subsequent reservation at another location and only refunded a fraction of the pro-rated charges for the first reservation. Ultimately, I did use my second Airbnb reservation at my next stop without a problem. Airbnb did apologize, but this situation was so over the top and the pandemic is still raging I would warn all guests.

Also during the three police visits, nine officers were dispatched. It was very intense with the officers. I am not exaggerating when I say I could have been killed, but thanks to connections I had I was able to get through to the commanding officer of the precinct to give him the facts directly.

The host is still being investigated. The owner of the property is being investigated. The police were investigated and my complaint was found substantiated and is now awaiting departmental trials. Finally several agencies are involved in investigating Airbnb at the state and federal level.

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Money Hungry Airbnb Host Gets Guest Banned

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If you’re going to need a place to stay in the Lincoln-Omaha, Nebraska area, stay clear of this host. This greedy bastard tried to squeeze every dime he could out of me.

I was traveling as an essential worker. I needed a long term stay in Lincoln for me, my disabled wife and our two dogs. I saw the listing and the price was reasonable.

After about a month, he started raising the weekly rate. When the rate doubled, we decided to leave. We stayed there 83 nights and paid $8,000 for a dingy basement apartment. Then that’s when the real nightmare began.

He sent me texts threatening me and calling me a criminal, demanding $400 for carpet cleaning, $250 for extra cleaning fees, $700 for a stained shower, $220 for lost revenue, $120 for a urine-stained mattress (we never used it), $250 for a broken mirror frame, $60 for a dirty microwave, $60 for dirty towels, and $100 for torn comforters.

Here is my response to the host’s complaint with Airbnb:

I have rented Airbnbs all over the country and Mexico. This host was by far the worst host I ever had. He priced gauged me every chance he got. I messaged him letting him know I need a long-term stay as I am a traveling essential worker. When I first moved in I was paying around $550 a week. Then after about a month he raised it to over $700 a week.

I went ahead and paid it because my wife is disabled and it’s hard to up and move at a moment’s notice. Then he raised the rent to over $900 a week. That’s insane. He was taking advantage of us. I can’t afford that. He waited until we were good and settled and then surprised us with the higher rates without notice.

Had I known the rates would go up like that, I would have never booked this place to begin with. That’s something a con artist would do. Very deceptive of him. He was charging me more than he was charging for the four-bedroom house above us. I believe that after 30 days I have tenancy rights. That would mean that he would have to give me a 30-day written notice before he raised the rent. He owes me money for every week I was charged more than $550 a week.

We had to deal with bats. He did not respond when I informed him about it. He did not properly remove snow from the property and my wife fell and sprained her ankle. We had to duct tape a window to keep the cold out. The heaters were not adequate to keep the apartment warm. Now he is being greedy and is trying to extort more money from me. Instead of contacting me and talking to me like an adult, he sent me threatening texts privately, not on Airbnb, trying to bully me in paying him a bunch of money.

He was threatening to call and get me thrown out of my current Airbnb, call my job and call the police if I didn’t pay him by the end of the day. He also called me a criminal. If he would have talked to me like a human being, I would have worked with him to find a solution. I would have come back and cleaned the carpet, the microwave, and the shower basin and wash and bleach the towels. But instead, he wanted money. He wanted me to pay the full retail value, not the actual depreciated value. No one peed on that mattress. That was there before. Also, it is twin mattress, not a full.

I know that this is not the first time he found a urine stained mattress and it won’t be the last time. He should be prepared for it. Hotels have ways of cleaning mattresses. If I had an Airbnb, I would have had a mattress cover on it to protect it.

The carpet is old and dingy. It needs to be replaced. There were already stains all over it. It’s not worth the $400 he wants to clean it. Also, I found $79 carpet cleaning service for five rooms on Groupon. I’m not responsible for cleaning all the carpet in the apartment. I’m only responsible for for the three stains caused by my dogs, not the yeas of neglect this carpet has had.

The comforters were not ripped to shreds. If you pulled the comforters from the bottom of the bed, they would sometimes catch on the bed frame. That’s how they got ripped. Anyone with a sewing machine could easily repair them. I’m not paying him to get all new bed in a bag like he wants.

The mirror frame was already broken when we moved in. If we broke it, the mirror would also be cracked. He mounted the mirror right above a heater. Over time, the heat probably caused the wood to delaminate from the glue holding it to the mirror. You can go to Home Depot and find a piece for the mirror fairly cheap.

The microwave was not burnt. It just needs to be cleaned. Only one towel was ruined when my wife colored her hair. The rest were just dirty and need to be washed and bleached. The towels were dingy to begin with. The shower basin can be cleaned with Comet, CLR and some scrubbing. It’s not permanently stained. You have to do more than just pour bleach on it.. He’s trying to get a new shower out of me.

I don’t owe him for lost revenue because no one is trying to reserve the place. He is charging too much. He has it listed for $250 a night. I don’t owe him the extra cleaning fee. He is not paying for extra cleaning if he is having professional carpet cleaners come over and providing tub cleaner that he is already charging me for.

He acts like we ransacked the place. That’s not true. My wife scrubbed and disinfected the place from top to bottom. She made the beds and wiped everything down. We don’t owe him anything. He did not give me the opportunity to fix anything. He is greedy and trying to extort everything he can out of me.

He is mad because he thought he could keep raising the rent and I would keep staying there. I asked him the last time the rent went up he said he had no control over the rate and it was based on an algorithm. Most places would cut a deal with their long term renters to keep them there.

This was Airbnb’s reply:

After careful review of all photos, documentation, and related communication provided by both parties, we determined your host should be reimbursed for the damage caused during your stay. Thank you for your patience throughout this process.

As a guest, you’re responsible for leaving the property in the same condition that your host provided. These responsibilities are detailed in Airbnb’s Terms of Service. Based on the information available, we have determined that your host should be compensated $822.76 for their loss. The host timely reported the damage and was able to provide valid documentation of the loss and the cost to repair or replace the damage.

The total amount of the loss is $822.76, which breaks down as: 1) Mattress : $104.80 2) Shower repair/cleaning : $385 3) Mirror frame repair : $250 4) Lock safe: $33.08 5) Microwave : $49.88. Please submit the $822.76 using the below secure manual payment link. You must be logged into your account to access these links. We request that you complete payment within 24 hours.

Once payment is complete, please let us know by responding directly to this message.

I gave the host a $150 deposit after I booked the place. He requested through the Airbnb app. Also, I did not agree with the amount Airbnb said I owed. So, I sent this reply:

This amount does not reflect the $150 deposit that the host stated in his claim I already gave him. Also, the mirror is not worth $250. I did not break the frame. It is old. Years from being in a hot moist environment from the shower steam and being mounted over a heater caused the frame to break.

However, since I’m being held responsible for its damage, I’m going to prove that it can be repaired for a grand total of $14.74. At Lowes you can get an eight-foot strip to cut out the small piece of the frame that needs to be replaced for $3.46. Then you can a 1-qt can of paint that you can color match to the rest of the frame for $10.28. Add Lincoln sales tax of 7.25% for a total of $14.74.

This is very minor damage to an old mirror. If it’s going to cost $250 to fix it, then show me an estimate. I also attached a picture from the host’s rental page of the shower. It clearly shows permanent stains on the wall and the basin. It is not white like the rest of the shower. What I left was dirt, not tar. No effort was used to clean it. The host said in his statement that he let it soak in bleach for two hours. That is not going to clean it. He does not mention anything about scrubbing the shower. Comet cleanser and a scouring pad would clean that up. The host is trying to scam me and Airbnb.

A few days later I got this reply from airbnb:

Thanks for your reply and after a full review of the incident, we have decided to remove you from the Airbnb community. This means you can no longer access your account and cannot create a new one. We determined that you violated the Security section of the Airbnb Community Standards, which you agreed to in the Terms of Service.

The violation involving property damage was reported on Feb. 27, 2021. Any upcoming reservations have been cancelled and you’ve been fully refunded. We consider this decision final. You can read more about removal from the Airbnb community.

Now I’m banned from Airbnb. All because I stood up for myself. Airbnb will always be on the host’s side.

Hawaii Vacation Turned Nightmare with Bed Bugs

Let me start off my saying I am not usually a complainer. I like to think of myself as someone who goes with the flow. However, a week into my three-month long stay at an Airbnb in Honolulu, I found myself turning into someone who wants to raise hell.

I woke up with lots of tiny red, itchy dots on my arms. I thought maybe I had gotten bitten during my run in the park the previous day. I waited a day or two but they only got worse. Around this time I also started noticing tiny black specks on my sheets and pillows. I did some investigating and found out that these could be bed bug fecal stains (gross, right).

I contacted my host who told me to go to the doctor and see what they said about my bites. I went to the urgent care down the street to pay $40 to have some idiot look at my arms for five seconds and told me it was a rash. I knew it wasn’t a rash at this point because I have sensitive skin and get rashes quite frequently. This is when I decided to try and contact Airbnb, and subsequently put myself through customer service hell.

I contacted Airbnb about this bedbug problem on March 2. It is currently March 11 and I am sitting in a hotel, still with no answer about this problem. The first person assigned to my case was the most unresponsive customer service agent I have ever experienced. He would take hours, sometimes even days to respond, with only vague responses.

I called a few days later requesting a new case agent and was told that someone was already working on my case. I called almost 3-4 times a day for the next few days until someone said they could take over my case. They told me that he was supposed to have transferred my case to a new agent after his shift was over, but instead left it to be handled by no one.

It’s now been a week of me getting bitten every single night. My physical and mental health are both plummeting. I have bites on my arms, hands, back, and even my face. On March 10, I finally found two bed bugs. Up until now I was getting bitten and saw stains but couldn’t see the actual bugs. An exterminator, who I had to call, came later that night and was able to confirm that it was bed bugs.

Mind you, this is a long term rental from Feb. 15 – May 15. My friend and I are currently without somewhere to stay for about another two months. Airbnb has constantly changed what they said they will reimburse and has refused to tell us if they will put us somewhere new. They won’t even tell us how much of a refund we will be getting.

I honestly don’t even want to stay at another Airbnb because of how they have treated us but I guess that would be better than living out of our car. I can never get in touch with the person actually working my case and whenever I call they say that they’ll tell the case manager to call me back. Have they ever actually called me back? You guessed it, nope. This has been ongoing for almost two weeks at this point with no end in sight. Airbnb hell indeed.