No Hell until you’ve Dealt with Airbnb Customer Service

You have not been to hell until you’ve dealt with Airbnb customer service. My ongoing nightmare began on November 18th, 2019. It was a dark and stormy night. In a brick brownstone in Portsmouth, I started my fight with Airbnb over the new Massachusetts short-term rental law.

Under the new law there are a few exemptions, one being about bed ‘n breakfast and timeshares. Bonus, right? Well, what I thought would be easy became very stressful in nature. I contacted their wonderful support team, mentioning that I am tax exempt under the short-term rental law and asking them to please make all of my timeshare listings a zero exemption.

Thinking the elves in the Airbnb workshop would work some magic on my behalf, I waited patiently for a response. Airbnb sent an email stating every rental owner is required to sign up. The next morning I called the government to verify, that I am indeed, tax exempt. “Yes, you’re tax exempt and just a heads up – we had many meetings with Airbnb and they’re required to have a drop down menu for tax exemptions on the site.”

Great news. I called Airbnb back to see what the customer service elves could do. The next email I got from Airbnb stated this was a voluntary law and you will see below, the actual response from the Regulations Department at Airbnb.

I work on a specialized team here at Airbnb. Thanks for reaching out about our collection and remittance of local transient taxes in Massachusetts. I understand you would like your listing to be exempt from taxes during reservations on our platform, because it is a timeshare.

As you are aware, Airbnb entered into a voluntary collection agreement with the local tax collector. We will be filing one tax return per jurisdiction, with the total combined reservation revenue. This means that all hosts located in your area will be represented by one remitted amount, and we will not be providing your personal information on the return. Regrettably, hosts at this time are unable to opt-out of automatic tax collection (collection & remittance feature).

For more information, please review our Help Center article. Your local tax office can share more information about the Voluntary Collection Agreement with Airbnb and how this process may affect your tax reporting and/or collection. For example, some areas request that hosts fill out worksheets indicating the amount that has been paid on their behalf. If you have additional questions regarding policies in your area, we recommend reaching out to a local tax professional or your local tax authority.

In short, I will say, to this day, I continue to fight for myself and the others out there who are suffering from Airbnb Hell.

Posted in Airbnb Host Stories and tagged , , , , , .

2 Comments

  1. Amanda! Where in this mans statement does it say there was aloud party? As for the taxes. I think if you are a tax exempt renter you may be able to file for a tax refund of the amount you where charged by AirBnb? If the amount is substantial it may be worth looking into. But I can understand your frustration.

  2. Sorry I have no sympathy for hosts, having endured many a party house nightmare. Too bad you can’t get your tax exempt status straightened out. You’re making money at the expense of people who are trying to enjoy a quiet neighborhood.

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