Insensitive Attitude by Host and Airbnb to Corona

I have made bookings for my trip to Singapore through Airbnb. Considering the orange alert declared by the Singapore government and current health advisory situation, I requested Airbnb cancel my booking.

They have left me to the mercy of host. Obviously, the host is not interested in giving me a full refund as it is a loss to him. Instead, the host is suggesting me to roam around in Singapore with a mask on. That is their idea of a holiday – have more stress. The host is saying he won’t get a replacement guest if I cancel as if I am responsible or the situation is in my control.

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Guest from Hell Bringing Unknown Guests in

I have had some fabulous trips with Airbnb as a guest, and I’ve been a host for around three years. With all of the guests that I have had, there have been some pretty good guests that I have had the pleasure of hosting in my units. I tend to answer inquiries very quickly and answer any and all questions and try to help out the person that is looking to book. Generally this all goes well.

Then there was the ‘guest from hell’. This guest booked for four nights stating they were coming into town on a work training program and since my place was very close (walking distance of less than one minute to their workplace), this would be a great fit. He booked for four nights, with one guest and gave me an approximate time of arrival.

I responded with my usual friendly ‘welcome’ email that details: my phone number; how to get into the building; where to park (if necessary); transportation phone numbers from the airport should he require a taxi; stating that I will be there on his arrival to check him in, give him a set of keys, show him around and answer any questions he may have; go over the rules of no smoking/no parties/no additional guests; state that if there are any issues to please contact me and I will do my best to resolve them. This was a ‘standard’ email communication that I send to every booking, following the same procedures for every booking assures that I am covering just about every aspect of the booking itself.

The guest arrived at a reasonable hour. We went over the ‘rules’ again (just for clarification) and everything seemed fine. I let the guest know that someone does come in and out of the unit on a daily basis to clean, replenish towels, and change linens as necessary. Should he wish to not have this service, it wasn’t a problem; it could wait until the end of the stay if he should wish.

The first two nights are great: there were no problems. The guest came in and out of the unit and availed himself of the kitchen and cleaned up. The bathroom was cleaned after use so everything looked good.

The third night was when the problems began. I personally went to the unit to replenish the towels and remove any trash and make sure that the unit was clean for the guest. Before I entered, I texted the guest that I would be coming to do this, and I also knocked on the door before I entered the unit. There was no answer of either text or the door itself when I knocked, so I entered the unit to take care of the replenishment and take care of any trash removal.

Lo and behold, I entered the bedroom (of which the door was wide open to the hallway) to find a strange person asleep/passed out on the bed (not in the bed – on the bed). I immediately called the guest that was registered and asked, “What is going on? Who is the person that is in the unit?”

The guest stated that his ‘friend’ was drunk, and had nowhere to stay. He let him stay at my place and was taking a hotel room for the night. I informed the guest that under no circumstances were unregistered guests allowed in the units and that this ‘friend’ had to leave.

As I walked further into the bedroom where this strange person was passed out, there was an incredible stench coming from the room. As I cornered around the bed, there it was, where this ‘friend’ had vomited all over the floor and rugs. I left the room to attend to the bathroom, in which it appeared as though this ‘friend’ had been there also, as there was vomit on the toilet, in the shower/bathtub, on the floor and in the sink. It was completely disgusting.

I called the guest again, and said, “You need to come and take this person out of here.” The guest refused. I called the police, and told them the situation, saying “I have an unregistered person in my unit that has apparently been dropped off by my registered guest and I need this person removed from my premises.” The police complied and came to my unit.

Airbnb does not have coverage for unregistered guests and this is what I had relayed to this guest from hell. The police waited with me as we waited for this guest to return, eventually showing up at 1:35 AM and proceeded to lie to the police. He said that I had ‘okayed’ the guest being there and that he had offered me an additional $100 to let his friend stay there.

He did offer the additional $100 for the friend, but I just wanted him out of there. I did not take any money from this guest. The police and I packed up all of the belongings of the registered guest, and they escorted him off the premises after retrieving the keys to my unit from him.

I called Airbnb to state what happened, as this guest wanted all of his money refunded. Airbnb did not refund his money to him as his communications through Airbnb showed that he breached the contract by bringing in another guest.

The review I got from this jerk was absolutely scathing. He complained that he couldn’t bring in a ‘friend’, that my place was not up to standard, that it was nothing like it was advertised, that I had ripped him off, had charged him all sorts of other fees on top of the rental, and that I had thrown him out ‘for no apparent reason’.

I’ve had some wonderful guests, and since my places were photographed by Airbnb sanctioned photographers, they knew that I was telling the truth. I have never taken anyone else on that does not host or doesn’t have reviews from other hosts, as I never want to face that issue ever again.

Airbnb didn’t want to pay for the damages (I have a very high deposit just for cases like this) and after sending Airbnb the pictures of my place with all the damage to it, and the cleanup cost receipts from a deep-cleaning company, they eventually paid.

I lost other bookings because I had to cancel them due to this ‘guest from hell’. I’ve never had a bad experience at any of the places I have stayed though, but I did notice that this ‘guest from hell’ that I had. Three other hosts put up bad reviews about him after he left my place. Choose wisely and carefully who you let into your units, as you never know.

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Need Support after Getting Robbed of over $2000 by Airbnb

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I have been a host in Kobe, Japan for several years with Airbnb and as a Superhost, I had many satisfied guests and enjoyed very decent reviews. Around mid-January this year, Airbnb sent me a notice to do a verification of my account, threatening to block payouts if I did not complete it before February 4th.

I immediately sought out help from Airbnb support staff who walked me through the entire process and helped me fill in the form until the support staff himself was 100% satisfied that everything was in perfect order. He also confirmed clearly that any payout would not be blocked as the verification process was successful.

Below is proof of that chat where he congratulated me and confirmed that the payouts would not be blocked at all. I received a booking for 220,000 Japanese yen for check-in on February 11 and check-out on February 27th (a 17-day booking) with a specified payout date to me for February 13th. Today is February 17th and the nightmare I am facing is already four days into the process of dealing with the most incompetent so-called case managers and support staff.

The experience I am having in trying to collect my money is abusive, and nothing short of real torture as they are all behaving like thugs sitting on my money illegally and giving me the royal run around while whistling Sweet Dixie. No host should ever have to be subjected to this kind of torture I am facing just to try and collect what is rightfully due to me.

This kind of behavior from Airbnb usually comes as a prelude to bankruptcy. I am alerting all hosts to please be cautious because the tactics Airbnb are using here to rob me of my money are nothing short of gangster ones. I have no idea when I will see my money, I have no idea when my nightmare for chasing for my payout will stop, and I have no idea of what options I have.

I am reaching out to all the hosts reading this to please share your experiences with me if it can help me get what is due to me from these thugs. The guest from this payout is still staying in my property and Airbnb is threatening that if I use the option I suggest, i.e. ask the guest to cancel her reservation with Airbnb and demand a refund as I will waive all cancellation fees, to pay me directly, then they will penalize me for trying to deal directly with the guest and bypassing them.

The guest is still staying in the property until February 27th. I do have time to seek some sort of agreement with her but I don’t want to do anything to pay a hefty price later. Any advice on this matter would be highly appreciated. I just want to warn all hosts now and in the future to be totally aware of these gangster tactics by Airbnb to sit on your money whenever they feel like it, as if they have a right to take your funds. This is tantamount to stealing. Please be careful not to get trapped as I have been.

Right now I don’t know what more torture I have to endure from these thugs and their team of the most incompetent staff on the planet. I keep banging my head against the wall trying to recover my money from them. Any advice or helpful comments would be highly appreciated.

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Robbed as an Airbnb Host, No Payment Coming

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I have been hosting on Airbnb for quite some time now and I had a reservation for January 22nd-26th. My transactions say that I was supposed to receive a payout of 1600 USD on the 23rd. It is now February 8th and I still have no idea when or if I am going to receive my payment. I have had at least a dozen incompetent case managers that have different stories on why I did not receive my payment and how they are going to help me. No one knows how long it takes for them to process my payment because it is a “technical” issue and that is a department only they have access to.

What should I do… call a lawyer?

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Airbnb Guest from Hell Blackmails Host to Not Pay Damages

I was a host for five years and didn’t have a singe issue with tenants, but still, a guest from hell arrived to rent a room in my beautiful apartment. He violated all the rules of my home immediately. He smoked cigarettes and then weed day and night. He slammed the doors 24/7. He was extremely dirty and the apartment had a horrible smell.

Then he claimed he had a medical prescription to smoke weed. He informed me that he arrived in my city to see a psychiatrist, as he was ‘crazy’. He showed me other medicine he was taking. The man was very tall and huge, triple my size, and he was screaming and shouting. He was throwing his things against the wall.

I thought I was in a horror movie. I was absolutely terrified and scared for my life as a single female being in the house with him. I contacted Airbnb and they told me that they were cancelling this reservation. However, they couldn’t “reach” the tenant and it was I who had to inform him, evict him, and to involve police. They washed their hands of it, leaving me by myself with an aggressive man who was threatening me and refusing to leave.

That was not the end of it. Airbnb sent me two emails informing me about their Million Dollar Guarantee, probably expecting me to claim a lot (fortunately, nothing was damaged). At the same time, in a third email Airbnb immediately accused me – instead of apologizing for their total lack of help to evict this tenant from hell – by issuing me a warning that my email to the customer service was discriminating.

Just to clarity, in my email I simply asked them how they ensured the safety of hosts because people who have mental issues of such proportions get on the platform. What policy is there in place to protect the hosts? Apparently hosts cannot ask valid questions like that, or they are shut down immediately as it is deemed “discrimination” by Airbnb. They even sent me a link to anti-discrimination policy.

What a scam. They lie in all their communications. They abuse and effectively blackmail hosts – preemptively – to ensure no claims for damages are filed, and so they don’t pay. When I asked what action they did take against the tenant, they didn’t give me any details; as per their policy, it’s an “internal” matter. They do what they want and how they want, as long as these guests from hell pay them commissions.

Airbnb really scams hosts because they provide no guarantees for safety and security for our homes. Even if Airbnb covertly turns our homes effectively into asylums for mentally ill people, it’s okay because Airbnb can still make some money off it. They don’t care about hosts, just use and abuse us to make commissions. I really can’t wait till they file for IPO as then all their scams and abuses will explode right in their face, and the market will punish their abuse immediately. Airbnb won’t be able to avoid class action lawsuits at that point.

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Solution to Airbnb Guests Damaging Properties

To hosts or those who are thinking of opening their own Airbnb. I have been hosting for over three years with 67 properties, and had over 50,000 guests stay with me. I met many other hosts and the biggest issues they all run into are with negligent guests. In my units alone I have had over 10% (5,000) of my guests violate my house rules.

Airbnb is based on trust. A guest, AKA a stranger, is entering your home and you have no idea who they are or their intentions. When violations occur, you must be able to prove them, and Airbnb always sides with guests. How do you prove smell over the phone? It’s rare, but few times, I was able to prove that a guest violated my house rules, threw a party, and thanks for my live notification system – AKA neighbors – I was able to keep the $250 damage deposit, remove the guest, and reopen my calendar for new bookings. I realized that I just made $600 of a violation.

Three major common and costly issues I face on daily basis along with other hosts:

Indoor cigarette and marijuana smoking – causes smoke to get into the walls and ventilation making it hard to remove. This cost me cancellations or horrible guest reviews.

Theft – There is new scam going around. Airbnb guests used fake IDs to book my unit for three days, and while you are gone they list all your valuables on Craigslist, etc., and basically have a garage sale in your unit without you being aware. By the time my cleaners got to the room, the only thing that was left was the lock and forks. It cost me about $5K to replace everything and a $500 cancellation. Airbnb ignored the claim.

Parties – Some of our properties are in Florida, AKA party towns. We have guests who threw parties, smoked, drank, caused major damages to the furniture and walls, and destroyed neighbors’ pools… the list is long. Which again, cost me time and money and many police reports.

I figured out a way to fix these issues, using technology, by building it myself. I want to protect all 680,000 hosts, and that’s why I have built and developed a patented, smart smoke detector designed to protect and prove violations. It is federally illegal to tamper with, and has a built-in tamper-proof sensor. But it does so much more: it has a real-time notification system that monitors your guests for violations, from the moment the guest enters to the moment they leave.

It’s able to detect and notify live:

• Indoor Smoking (Cigarette and Marijuana Detection)

• Fire and Carbon Monoxide

• Unauthorized Guests

• Break Ins

• Theft

• Excessive noise levels

• Humidity level (Mold Detection)

• Air Quality

• Bluetooth and Z-Wave Compatible with Smart Locks and Security Systems

• Guest Check-In Notification

As as bonus, it also comes with a built-in Property Management System that syncs with Airbnb, VRBO, Expedia, Booking.com, TripAdvisor and many others. This system is non invasive, has no cameras, and even mandatory in some cities. It’s plug and play, all you have to do is swap it with your existing smoke detector. I would love to hear your comments and questions.

No Payouts for Airbnb Owner for Two Months

One of my owners has been waiting since December 2019 for his payouts. I have contacted Airbnb numerous times, sent emails, rang local Airbnb offices, sent messages through Facebook… all to no avail. Initially they said the issue was there was not enough information on this particular listing, so whilst they were on the phone I did it again, submitted it and waited. Nothing. Rang again. Redid the information again. Re-submitted it. Nothing. Rang again.

I have done this on repeat half a dozen times now, and made more phone calls. Not one person at this organization has done anything. They have very basic skills that are limited to basic knowledge. I have emailed Chesky, I have called the head office and waited on hold forever. I am at my wit’s end now. This poor owner has thousands waiting to be released but these idiots cannot work out the issue.