Football Game Turned Disastrous for Host

What was supposed to be a routine family stay for one night with two adults and two children turned into a nightmare for me, the host. The guest booked was coming from out of town for the evening to attend a Monday night football game. He was supposed to be leaving early the next morning.

First of all, they could not follow check-in instructions and attempted to get in the wrong door, resulting in an angry phone call to me complaining that they could not get in. I realized they were at the wrong door and instructed them how to get in – no big deal really. The next day I went to change the bedding, towels, etc, and the first thing I noticed was water dripping off the counter in the kitchen, running into a cabinet and onto the floor. The entire counter was flooded and the coffee maker was plugged in and immersed in water. It was a Kuerig and was totally flooded with water. It was ruined and had tripped the circuit breaker.

Next I found all the bedding piled in the center of the bed. I removed it to find a peed up blanket, comforter, sheets, and mattress pad; even the mattress was soaked. I decided to tour the entire house at that point and found surprises in every room. My entire home had been ransacked and searched –
every room, every drawer, every cabinet and closet.

The heat upstairs was left on at nearly 80 degrees. An unfinished attic space was entered, ransacked, and the lights were left on. This was a room no one should have any reason to go into (I have now locked that room down). I went to get the vacuum out of the utility room, and it was broken. It looked like it was ridden as a toy – not used, but just abused. The plastic parts could not be repaired and it was now junk.

I opened the blinds on the patio door and noticed my awning was half extended. It wouldn’t operate anymore. The remote for it had been hanging on the wall behind a TV and it was laying on the counter. It was cold and dark out when the guest arrived and there would have been no reason to even use the awning. It appears to be ruined.

All the while, I have been trying to get an estimate to Airbnb for a resolution. I began taking pictures and documenting. Everything pointed to my final conclusion that the parents arrived with fast food and several canned and bottled alcoholic beverages, left their 12- and 6-year-olds unattended in my home, and headed for the game. What could possibly go wrong with that? Who takes their young children to a strange city, in a strange home, and leaves them alone?

All of the damages were done by the children, unknown to the parents. They later said they didn’t even know about a vacuum cleaner or an awning. Of course they didn’t – they weren’t even there. After finding several used K-cup pods, I also concluded that the kids had several cups of coffee before they broke it. Kids jacked up on coffee and left alone in a home…

I was emailed by Airbnb yesterday denying my claim in full even after providing proof, pictures, receipts, and the like. I have been in contact with them multiple times, the whole time thinking they would settle for something with their host guarantee. I originally asked for $2,500 and got nothing? It is evident that Airbnb will not honor their host guarantee even with unrefutable proof of loss. I am now working out of Airbnb Hell and looking for other options for my house so this doesn’t happen again.

Stranded With Young Children At Night In London

I booked a three-bedroom flat in Limehouse Basin on Airbnb about two months in advance of the stay. We were taking the three children to London as their Christmas present to visit Hamleys and do some sightseeing. We were in the taxi on our way to the flat when host suddenly cancelled the booking without warning, claiming the place had been ‘trashed’ by the previous guests. Amazingly this was only discovered at 4:00 in the afternoon. Airbnb did nothing whatsoever to help; they left me on hold for 15 minutes with a fast draining battery and wouldn’t answer messages or ring me back. You can imagine how we felt being stranded in central London, with three children under ten and the best Airbnb could do was offer an extra £30 and a link to the app. Be very very wary booking with Airbnb – their support and help has been non existent. I also discovered I couldn’t leave a review for the host (she has ten properties listed on Airbnb) to warn others.

Irresponsible Host Causes Accident at Bali Villa

My family and I made plans to go to Bali and decided to book an Airbnb. We settled into this nice villa in Seminyak. We went there for a family getaway trip with my cousin’s family, just hoping to relax and enjoy the beauty of the villa and Bali. We arrived late at night around 10:00 PM, got settled, and was amazed how nice the villa was. It really was as described and how it looked in the pictures.

We went on a short trip shortly after to buy some food to eat in the villa. There were three other villas in the same area. To get to the villa where we were staying, you needed to walk for about 15 meters, and the path is paved with block paving. However, one of the blocks was not perfectly placed – part of it was bulging out. As it was late at night and there was minimal lighting to aid us, my brother tripped on it.

At first we thought that his thongs (flip flops) just broke. However, he said that he was in pain. Once I turned on my flashlight I started screaming. A lot of blood was pouring from his left foot. There were so much that I almost puked and had to look away. My family helped him right away and shouted for the villa’s security, asking if they had first aid kit. They didn’t.

However, security was nice and helped him to get into the car to be taken to nearest hospital. My brother ended up getting a tetanus injection and six stitches across his bottom toes. As a result, he was not able to walk properly nor could he enjoy the pool and beaches. Our holiday trip was really disturbed.

In addition to that, on the third day of our stay, the AC in the first room was broken, causing water leakage into the wardrobe. My cousin’s clothes were soaking wet. He had to buy new clothes afterwards as there were no more clean and dry clothes left.

What made us so unsatisfied with the place was that the owner did not take any responsibility for my brother’s incident. The fault was clearly on them as they were not able provide a safe place for us to walk. The paving block was easily fixed right away after my brother’s accident. They were just too lazy to do so, as they said that they needed to open it again. If that was the reason, they should have put a sign or plant around it so that people could avoid it.

We were not able to contact the owners right away as they were based overseas. We had to deal this matter through their employees, who said that the owner would not take any responsibility and that we should just claim it on our own insurance. We travelled domestic and our airline did not provide travel insurance. I also requested reimbursement through Airbnb but the hosts said that the accident happened outside the villa. It happened next to the villa’s parking space and on the entry way to the villa. We really did not enjoy our stay here. Thank you for reading.

Airbnb is a Joke, Abandoned in Bangkok

I want to share my story so you don’t get screwed like me. I had a reservation in Bangkok for two weeks and I already paid for it by credit card. It had been accepted by the host and I received a receipt. It all sounded cool, but definitely was not.

I arrived at BKK on January 1st and contacted the host – he didn’t answer. I said to myself: “Okay, maybe tomorrow, at my check in time”. There was no answer then as well. Here’s the best part. After 30 hours of flying and waiting almost three hours in the street, exhausted to where I couldn’t even walk, he messaged me, saying: “Hi, I didn’t accept this request and no payment was received.”

I contacted Airbnb – no answer from their messaging system or by phone. Cancellation is another fake procedure as I got error messages all the time through the website and the app. What if I didn’t have the money for a hotel, as I am depending on my accepted reservation. What if I had my wife and kids with me? What if I am here for medical reasons? I just imagine they don’t give a s&%t. All they care about is the money.

If anyone from Airbnb is reading this, I’ve got some news for you. My cousin is a lawyer in San Francisco; I am taking this to court. You will be sorry for this – you have my word on it. To anyone with families and kids, be careful when you plan to reserve an Airbnb.

Airbnb Cancelled Without Reason in Long Beach

We had booked a home from Airbnb for the first time. We were to stay at a house in Long Beach, CA. We have used VRBO many times in the past without any issues from us or our hosts. My husband was graduating from Biola. We had married at a young age and never got to have a honeymoon, so we were excited for his graduation and time together alone. We booked the home months in advance.

We pulled up to the Airbnb and the owner was very aggressive, wanting to know who we were. When we explained we were the people supposed to be spending the week at her home, she stated Airbnb cancelled our reservation without reason. Because we were in Long Beach it was just 0.5 miles to the Westin (very nice) where we stayed.

Multiple attempts were made to reach Airbnb to find out what happened. This was a month ago. We have not received a response, though we did get our money back in full. I will never rent an Airbnb again. I tell anyone who will listen not to either. We will go back to our trusty VRBO. My family and I live in the southern outer banks of NC. Let me say that if you paid for an Airbnb here in the summer, and they cancelled last minute you would be sleeping in the sand. Luckily for us, we were in a large urban area with many options. Someone else might not be so lucky in a smaller area.

Leaves Guests Homeless in Athens Rather than Give them a Refund

To start off, I’ve used Airbnb a lot. I’ve given them tons of money in fees and pretty much never had any problems in the many years and countries that I’ve used it. I have great reviews. I thought that being a long-term and good customer would be something they value but clearly they don’t.

I booked this place in Athens, which clearly said it was a house. The pictures suggested it was a house and all communication with the host suggested it was a house. Since I planned to stay there for December and January, I specifically looked for a place with heating, which was a given here. Also, I liked the fact that it was recently refurbished and certainly looked so in the pictures.

I arrived at the property at 7:00 PM only to discover that it was a ground floor flat. The heating was a single A/C unit located in the living room, with the host saying, that the master bedroom does get cold. In fact, when I arrived, he had locked the master bedroom and prepared only one room for me with one of the two single beds. He seemed very surprised that I said that I would like to have a double bed for myself. He unlocked the master bedroom and then went on to lock the two-bed bedroom, saying that I won’t need it anyway. I was surprised to say the least and said that if I pay for the whole property, I would like to have the whole property.

In addition, the flat looked sad and worn, with dampness in the bathroom, paint falling off the walls, an electricity socket falling out of the wall in the kitchen and the sofa cover being worn and looking dirty. Furthermore, I pointed out to the host that there was no TV nor hairdryer. The host replied that no one in his how-many-years doing Airbnb has asked for a TV. But in fairness he did say he would get a TV and hairdryer in a few days.

After spending about an hour in the really sad looking flat and freezing my butt off, I decided that it was time to give Airbnb a call. Little did I know that my nightmare was just about to begin. I got connected to a case manager who works in the PST time zone. The first few minutes she didn’t sound that terrible, until she saw that it was a long term reservation; then she let out a groan.

In that split second she flipped from someone trying to help to someone most definitely not trying to help. She started off: “Do you realize these aren’t big complaints at all? Do you realize it is around Christmas time, so all other places will be booked? How will you find a new place.?

I said, “Well, I can’t stay in this place.”

She said she would send me an email, which she wrote right there and then, to which I would need to reply with pictures of the defects and then she would contact the host. A mere half an hour later I received the email which among other things said:

“As per the call, please inform your Airbnb host of the issues you are experiencing. I should point out that if the reservation is cancelled under our guest refund policy this would have to happen tonight and as I mentioned on the call, it is getting late to find an alternative. If you stay at the listing tonight, and decided to leave tomorrow then an alterative to end the reservation could be possible and a partial refund for nights not stayed upon agreement with the host to end the reservation.”

At this point I was confused because she never said I had to contact the host. It was already 9:30 PM in Athens. I called Airbnb again; they had her call me back. She now started to use her favorite phrase which is “following the process.” There was a process and that was I had to write to the host right then and tell him about the issues. It didn’t matter that I had already told him and I couldn’t do it then next day; I had to do it then. She also looked at the pictures that I sent, but they were not good enough for her. Then she wanted wide angle ones. I also say that I wanted to get a full refund, so what was I supposed to do? Could I stay at the property that night? What about their 24-hour reporting policy? What if I’d only reported all this the next day?

She said that she had sent the host a message and that we would have to wait for him to respond, which might not happen that night. That did not solve my housing and refund crisis, so I asked her what I was supposed to do. It was two hours before midnight and I was willing to book a hotel. She said she would ask her manager and call me back in 5-10 minutes. A mere 25 minutes passed… no call. I called Airbnb again and asked for her. Meanwhile I got a support message on the Airbnb platform:

“As per our guest refund policy: have used reasonable efforts to remedy the circumstances of the Travel Issue with the host prior to making a claim, including messaging your host on Airbnb to notify them of the issue. We’ll verify this in your account. Also please send me the wider photos of the apartment you took. I will send him an email and inform him of the issues you are experiencing.”

This was not helping me at all, so I asked again and again: “What am I supposed to do regarding my overnight stay?

Airbnb customer service: “Please bear with me. As I mentioned we have to follow a process. Did you message the host over Airbnb as I mentioned?”

I told her I would go ahead and book a hotel (it was almost 11:00 PM)

Airbnb: As per our guest refund policy: have used reasonable efforts to remedy the circumstances of the Travel Issue with the host prior to making a claim, including messaging your host on Airbnb to notify them of the issue. We’ll verify this in your account.

Me: Sorry?

Airbnb: We need you to raise the issues with your host over Airbnb messaging.

Me: Ok, I’ll do it after I go to the hotel. I have the 24 hour reporting time.

Airbnb: We spoke about this two times on the phone, that you have to message your host with the issues if you are to be valid for the guest refund policy. Also you host said he would replace TV tomorrow and the host also said that you mentioned the hairdryer to him and he said he would send a hair dryer. (So I don’t understand if she has actually been able to reach the host at this point?)

At this point I was taking off to the hotel and told her to contact me on the phone. That ended up a total clusterf&%k with her asking me to meet all of her demands by essentially midnight, without a care of how I could stay in a freezing cold flat, where I would sleep instead, that I am a human being, and so on. I told her I would continue the next morning. She sounded happy about that.

The next morning (doesn’t get any better) I called Hellbnb again at 9:00 AM. I was informed that the representative to whom I had spoken was not there and that they couldn’t do anything about my case until she came back. They didn’t know when she would be back. They said they were hopeful my case could be resolved that day. I told them that I literally didn’t have a place to stay so I would like to have a different case manager. After some struggle they agreed.

It didn’t get easier. I was told by the new agent that because I left the property, that means I didn’t try to resolve the issue, so it was not their problem anymore. No matter how I tried to explain the situation last night, I was at fault. I asked them how they imagined the host could have solved the issue that it wasn’t a house but a flat, that it was not refurbished, but apparently that was no problem for Airbnb:

“Did the flat have a separate entrance? If it did, then that is a house.”

“No,” I said, “it didn’t.”

“Aaah,” said the agent, “but you haven’t proven it! You have to film it!”

I said, “No problem; I’ll go back and film it.”

The agent clearly didn’t like that answer. She searched some more, then said that if I had searched for “entire place” on the Airbnb website then there was also a category for “entire apartment”. That’s what the flat clearly was and always has been, so clearly I was in the wrong. She completely dismissed the refurbishment and said that the host will bring a TV… so that surely solved all my problems?

At that point I was losing it. I had a long and difficult year so I was looking for at least a pleasant ending. Now I was literally having a nervous breakdown. The Airbnb agent couldn’t have cared less. She told me to talk to the host and plead with him to refund me.

At this point I needed to check out of the hotel and I was homeless on the streets of Athens. After a while I called the host and asked what was going on on his side. He told me he actually agreed to refund me because the flat didn’t fit the description but now Airbnb wasn’t approving the refund. We had to wait. It was 3:00 PM when I finally got someone helpful from Airbnb on the phone, who was actually nice and resolved all of the issues in 30 minutes. He also told me he would be able to transfer the money from my previous booking to the new booking.

At 3:30 PM Airbnb called me again. She said that nothing was possible; it was most definitely not possible to transfer the money. The nice person I spoke to clearly didn’t follow the process, because they have a process and returning money is not part of it.

I told her that I was on the streets and that I don’t have enough money to make a new booking. It was getting dark. Being a human being is clearly not part of this process, so she was more concerned about the nice person not following the process rather than helping me find a home. At this point I told her I didn’t want her on my case. I maxed out my credit cards and made a new booking, extremely stressed out and depressed at this point. Later that evening, I received a message from Airbnb:

“I am sorry if this has been a stressful time for you. If you experience any issues with your new reservation please do not hesitate to contact us.”

…if this has been a stressful time?

Airbnb Guests Cause over $10k in Damage, Still Refunded

The only reason I’m reaching out is that I would like to make sure I explore all avenues at Airbnb available to me before I obtain counsel and have to go that route. This guest contacted us and requested our home for one month for himself and his two colleagues for a work trip. We let the guest know that we actually would not have the house ready in time for his original request which was November 8th because we would not be finished remodeling the kitchen. We were remodeling the entire house and putting in new furniture (of which we have all receipts). He wrote back and said he really wanted to stay at our house, requesting from November 15th on. We agreed to this and the booking went through.

What ensued was much worse and different. A woman came to the house with the guest to whom he referred as his ‘daughter’ but he had told me two work colleagues. We came to learn that this was someone he was having sexual relations with (she stayed at another host’s house and told her he paid for their Airbnb’s all the time and that she had ‘snagged her a good one’). Besides this third party booking that occurre, the number of people that moved in were not three but eleven. Seven Children from teenagers (2) down to toddlers (5). Several were babies not much older than two.

We continued to call Airbnb and let them know that there were all these people living in our house. Our case manager told me we didn’t have any ‘proof’ but my gardener had seen all the children, I had seen them, I recorded audio of them playing, and my friend who came to watch the property (there are two houses on the lot as there are two subdivided lots on the property) had seen them. He told me they would be refunded if we decided to cancel on them because we didn’t have the proof to say they were violating the agreement even though an entirely different set of people were living in the house then who booked and more than we agreed to.

From November 19th-26th we went out of town for Thanksgiving and my friend kept an eye on the property. She said they had kids there staying overnight the entire time. When I got back on the evening of the 26th I heard the children. The next day I heard them in the morning. I also saw different men coming and going and none of them were the official guests.

On the 28th I saw a review posted on their account which wasn’t there before from a Superhost. She stated all of the things I was telling Airbnb – there were people who were not the guest staying at the listing, it was a 3rd party booking, and they brought several children. She also said they moved her stuff all over the place and trashed her guesthouse.

I called Airbnb immediately. The representative looked at the review. He realized something was wrong and said I could cancel the reservation (penalty free and not refund the guest, as it was apparent the guest had violated the agreement in every way). He canceled the reservation. The guest would not leave for eight hours. I called Airbnb several times. They told me to call the police but we could have had a scene on our street.

I went to the house twice to ask the guest to leave and she did not. She also refused my cleaning service woman. I was on the phone with her and could hear her refusing her access to parts of the house. We learned later she was keeping five children in one of the bedrooms we could access. Finally at 8:30 PM I went into the house and told her I wasn’t leaving and she had to go. The house was completely trashed. Our description is on their review page but there was not a surface on the house that didn’t have food, poop, urine, weed, juice, or some unknown sticky substance on it.

Short list of broken items:

– Faucet broken and it was brand new and newly installed
– Mattress, covered in urine and poop
– The floors were scratched up badly because she dragged wooden pallets from outside into the house and across the floor and moved all of our furniture around.
– All the linens were covered in severe urine stains and poop
– Poop on our leather sofa
– Floors covered in poop and trash
– Weed butts
– Dirty diapers on the floor
– New stone counters covered in dirt and muck. juice stains, food stains
– Robes missing, linens missing, pillows smelled of urine and had to be replaced.
– Rugs were rolled up and thrown out by the trash

We submitted damage claims totally over $7000 and then it was $2400 for the extra persons fee for 12 days (eight people over the reservation). Since that submission, no one from Airbnb has spoken to me or returned my calls. I get nothing but the run around from every person I talk to when I call. I submitted all receipts and repair bids; I could not get any real response except today when Airbnb refunded the guest the entire amount. They paid $2997 out of my future payout and will not respond to me, my calls, or anything I say.

At this point the guest does not have rights to that and forewent rights when they broke our agreement. For Airbnb to reimburse them for even the nights they did stay is unfathomable for me. We cannot get any response other than being shoved off so have to resort to legal action and speaking to members of the press (of which I thankfully know several). I am writing because I hope you read your email or your assistant scans them and sees this is a serious issue.

There are several hosts like me that have experienced vandalism at the hands of these guests and nothing is being done. We are hoping for a real response and that Airbnb delivers on the promise given to us as I cried uncontrollably over the phone to Airbnb about how bad this was. Their promise was that Airbnb would take care of us and would not leave us high and dry and here we are – high and dry.

Left Airbnb with Nothing but the Clothes on our Back

My 16-year-old daughter and I just relocated to California and made a long-term reservation through Airbnb (11/18/17 – 03/30/2018) to provide us time to find a permanent home. We are renting a guesthouse in Sylmar, CA, right in the center of the fires which are currently raging through LA.

I contacted Airbnb yesterday afternoon at approximately 3:00 PM, after being advised by my host (the owner of the guesthouse I’m renting) that due to toxic smoke it is unsafe to return to Sylmar. I was just leaving my office in Culver City, so had nothing but the clothes on my back (same for my daughter). My host also contacted Airbnb, advising them of the dire situation. I waited and waited for Airbnb to contact me, but after they failed to do so, was forced to book a hotel.

Airbnb did not contact me until the next morning and after re-explaining the entire ordeal, the case manager advised that she would have to speak to my host and I would also have to send documentation proving my situation. I advised the Airbnb case manager that I would have no problem proving the situation and she could verify by simply googling “LA Fires”. After about three hours, I received an email from Airbnb stating that although they are sorry about the situation, the only thing they can do is cancel my long-term reservation, from yesterday (12/5/17). I immediately called Airbnb to discuss this, as they should have.

Cancelling the reservation is not a solution. We have just relocated from Arizona, have no family out here, can’t get any of our stuff, and can’t afford to stay in a hotel every night. As I explained to the Airbnb case manager I was assigned, I just spent $275 on groceries for the month, which is money that I’ve now lost and couldn’t afford in the first place. The case manager said, and I quote: “It is not Airbnb’s fault that the fire started and we don’t have any alternate places right now that we can book you in, so there’s nothing further we can do for you.”

I asked to speak to her supervisor and she hung up on me. I don’t know what to do and am in desperate need of assistance. This treatment by Airbnb during such a scary situation is horrific and unfair. This wasn’t a week-long booking; we were supposed to be there until the end of March. We have nothing; all of our stuff is stuck in a guesthouse we cannot gain entry to and we have nowhere to go.

Can’t Get My Money Back After We Didn’t Stay

We booked a flat right on the outskirts of Barcelona for five nights in August 2017. The flat allegedly belonged to the host. Due to work happening on the underground system, we got there about an hour after he was expecting us. We didn’t have his phone number but we got into the apartment building with someone who was entering. There was no answer at his door. We sat on the floor outside his door for about an hour and then someone came out of the flat next door, so we showed them the address and he said, “Yes, that’s definitely here, but there’s [no one by that name] living here; it belongs to Pedro.”

We went to sit in a cafe while we thought what to do, and a local told us it wasn’t legal to rent flats to tourists due to all the scams. I phoned my partner who managed to find the host’s phone number and our Peruvian friend phoned. The host said that if we didn’t come, there would be a cancellation charge of 25 euros. This had all taken us five hours and we were exhausted so we went to stay in a hotel.

On our return home, we applied to Airbnb resolution centre to get our £296 back. The host kept sending messages saying he had been there all day and that we had never arrived. We were there for at least an hour, but we left because we were told he didn’t exist. Airbnb gave us the name of a resolution investigator who said on September 13th that she would investigate. We never heard anything at all from her. The Airbnb site now says that the claim was resolved three months ago (which would be the end of August 2017) but we have never heard anything at all from them, and I have still been billed for five days for a property I never used.

Guests Meet Sketchy Host, Airbnb Refuses Refund

As a single mom traveling with my two children for the first time, I decided to book an Airbnb so that I had a backup if something went wrong. This was a big mistake. A week before my arrival the host was unreachable (for the first time) and after three days was found. A few days before our visit we spoke on the phone and I asked if we could check in earlier, since we were scheduled to land at noon. He said that would be no problem.

The day before we left I contacted him to confirm and he said he would be home, and to call him from the airport. I did so but he didn’t answer. After a few unanswered calls, I decided to take a taxi to the address given on Airbnb, thinking I would just knock on the door and wake him up. We got to the address but there was no entrance to the building. The only entrance was from the side of the building, but it was a different address and his name wasn’t there.

I was alone in Barcelona with two kids and three big suitcases, and it was raining. We waited for him in a cafe nearby; after half an hour he responded on the phone. He came to the cafe and had a strong smell of alcohol on his mouth, so I felt completely insecure. I asked him what was wrong with the address and he said “Oh, the flat is somewhere else. didn’t I send you the address?”

Would you go with a man like that, as a woman traveling alone with two kids?  I contacted Airbnb immediately and they sweet talked me back and forth, suggesting I could solve any problems with the host, implying something about the cancellation policy. To this day I have not received a serious answer, and there is no number to reach customer service. I paid 3000 IS and have nobody to turn to. I contacted the Israeli press and they are now checking what can be done. What a huge disappointment. I will never recommend traveling with Airbnb.