Not Reporting Issues to Airbnb Means You Pay for Damages

Two of my friends and I used Airbnb for the first time about a month ago. As soon as we walked in the condo, we sat down on the bed and it seemed like a piece flew out from under the bed. We weren’t really paying attention or sure about what happened. That night, the wood pieces that comprised the bed frame started collapsing and progressively the bed sank lower and lower. We fixed the wood pieces, but every time we moved too many in the bed it happened again. After more investigation we realized that a part of the frame that had originally been welded together was broken and any time we fixed the bed it would only be a temporary solution. For the last night of our three-night trip, we just put the mattress on the floor.

As soon as we packed up we emailed the host all the pictures of how the bed was severely broken before we arrived. Instead, she accused of us of breaking the bed and said it was “very strange” how we did not bring it up sooner. We are three graduate students in Miami for a weekend trip. Honestly we had never used Airbnb before and did not want to deal with communicating with the host (who had been unhelpful about all of our other issues) when we could come up with short term solutions for the remainder of the trip. After checking out, the host reported us to Airbnb for not cleaning (we paid a cleaning fee and she left zero cleaning supplies) and breaking the bed. We told Airbnb our side of the story, but because we did not report anything right away they ruled against us and are now charging us for the cost of the bed. I am shocked that Airbnb would handle their business this way and I can affirmatively say I will never stay in an Airbnb again. Thank goodness for Hilton and Marriott; they certainly don’t treat their customers this way.

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