I just had the worst travel experience of my life at this Airbnb. This company is deplorable and has put profit over human life. I would like to share my story because I hope no one will ever have to go through what I am currently going through with them.

My family (nine adults and two young children) and I planned a trip down to Valle De Guadelupe in Mexico for this weekend with a tour company that would take us from San Diego down to Mexico Saturday morning and would take us back on Sunday morning. I booked an Airbnb for Saturday night and intended on going there until I received a call early Saturday morning from my tour company. They called because they needed to cancel my family’s trip.

Their vendors were warning them that it was unsafe for anyone to go to Mexico right now because of sudden cartel violence in and around the area of Ensenada and Tijuana the night before where cars were set on fire throughout the city and U.S. citizens were being asked to shelter in place. In order to travel to Valle De Guadelupe, we would have to travel through the border and the city of Ensenada and Tijuana so our tour company did not think it was safe given what their vendors were telling them. This made sense and we were appreciative that they cancelled and refunded our trip.

However, when we went to try and cancel our Airbnb with our host, we did not receive any empathy regarding the situation we were placed in. Instead, we were told that the situation was safe without any evidence that was true and that we had a choice in coming. We had two young children with us. We did not have a choice. We did not want to endanger their lives by going to our Airbnb with active threats of violence in the area we would have to cross through. Airbnb then proceeded to go back and forth with us and at one point even called to say we would be receiving a refund to only send a message 30 minutes later saying they would not be able to because the host denied the refund stating the area was safe. If it was safe, why was everything we were reading about Baja telling us not to go and that the cartels in the area were threatening violence over the weekend?

Airbnb, you should be ashamed of yourselves for running a company that doesn’t care about people’s safety. I am livid that my family was told by your customer service team to travel to an actively unsafe area and put all of our lives at risk.

We called today to see if there were further updates on our request to escalate our inquiry. Airbnb sent a message 30 minutes after our call stating that they were closing our case despite not responding to our request to show us evidence that the area we would be traveling through was safe.

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I contacted Airbnb. They told me to go have lunch while they tried to reach the host; they would pay for it. Hours later, nothing. After numerous calls, and being hung up on, Airbnb emailed me saying the reservation had been cancelled and there was nothing they could do – I should request a refund.

The restaurant/bar we were “waiting” in was now to the point they were providing me free shots to help me cope. Not the best idea. My husband and I were abandoned in Mexico with a widowed diabetic sister who was now panicking, and my daughter and her boyfriend.

Hours later, my husband was able to get us hotel rooms: three different rooms, in three different buildings. Oh, and the cost? Over $5,000.00 My sister’s blood pressure had shot up, and her nose was bleeding everywhere in the hotel lobby. Airbnb continued the abuse; they called me to tell me a “case specialist” was looking at the case. What a joke. Again, they sent an email saying the case had been closed.

We were unable to spend Christmas morning together, forced to eat out every meal, and hung up on every time I called them. I posted a comment on their page. I once again got a “case specialist” who told me to save the receipts. I did, but why?

They refunded me $750 and cancelled my account. That is correct; they cancelled my account and said I could never rejoin. Over 18 glowing reviews. They also cancelled any pending reservations.

They abused us and left us in a foreign country at Christmas, claiming nothing was available. I took screenshots, from another account, of the places that were available. I was not able to book anything because they had my account frozen. It is time someone stops this abuse at the hands of Airbnb.

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The confirmation said the property had four bedrooms and was for 16+ people. As a relatively regular Airbnb user, this isn’t unusual and the prices were not out of kilter with other “entire properties” in the town. We checked in around 6:45 PM, and were shown (by a rep, not the host) a one bedroom apartment “for 3 people” because “this is what you booked”.

Well, my confirmation said different and the rep agreed; she called the office and we were told we could have the connecting one bedroom apartment if we paid cash. Red flag alert. They told me it would cost more on Airbnb – which I knew – but felt very scammy at the time. We were the only people staying at this complex. We would’ve paid extra cleaning fees had they given us the separate bedrooms we’d booked, but they wouldn’t move at all.

Rather than give them a penny, we spent about 30-45 minutes arranging alternative accommodations. Our next host came to our rescue and left a family celebration to check us in one day earlier. She was amazing and her place was awesome.

We did get a full refund, and Airbnb called me multiple times to make sure we weren’t stranded which was impressive (if unnecessary). We never got an apology, just a rude and dismissive attitude. So I had the choice – write a negative review and get one back in return, or just leave it.

After giving them two weeks to correct their listing I went for the negative review so no one else would have the same problem. Then I got this back: “This guest is very complicated. They booked one apartment for 3 persons. When they arrived we give them option choose apartment which most suitable for them, but they wanted apartment with 3+ bedrooms or whole Villa (our Villa has 9 AP). We explained them that it is not possible, because price for theirs reservation was 35$. After check in they used apartment 2-3 hours, showered and then say that they are not satisfied and wanted bigger apartment. We could not offer them it for 35$ and we refunded them all funds. They leave our apartment after 3 hours of use and leave it messy.”

Essentially a flat-out lie from the host. However I hadn’t told them I’d taken a video before we left (decide for yourself how “messy” we left it). We never had a choice of apartment (I’ll take what I booked, please), I had complained immediately, we hadn’t used the shower, was there less than two hours and that time was spent frantically on the Internet and calling to sort out accommodation at 7:00 PM in an unfamiliar country.

I tried to link the YouTube video in my Airbnb response but Airbnb blocked it. Hopefully this can come up if anyone searches for this place in the future. At least I’m telling myself that for the satisfaction – screw this host. Not really Airbnb hell, but liars should always be called out if you have evidence to refute.

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I called Airbnb (thank you Airbnbhell for the number) and got someone. He tried to contact the host with no luck either. After an hour of this, he said he would refund my money and help me find a place for us to stay. It took nearly three hours to find a place and I had to pay an additional $995 on top of what we had budget to get this place. When I pushed Airbnb to pay the extra they said all they could do was give me 10% of my original payment of $104.50. This was a terrible experience for me and my guests.

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After two hours she called us and said there was no apartment. That it was a mistake from Airbnb and that we should contact them. We did so and contacted Airbnb Germany. Airbnb said that the host was a mess and they proceeded to cancel the reservation. I asked them what to do, because we were alone at a city we didn’t know. We asked for Airbnb to find us a place, because it was not possible to leave us just like that in a foreign city. They said they were going to do so and they were going to contact us.

They never got back to us and we had to stay at a hotel. We asked Airbnb to help us pay the hotel. They said they could pay 50% of what we were supposed to pay on our reservation. That was 30 Euro. The hotel was 189 Euro. That was the cheapest hotel we could find that night, because there was a world event at the city. Airbnb said that was all they could do.

They never took responsibility for never contacting us and not helping us find a place to stay that night. Airbnb said they are only brokers, so they can’t do anything if a situation like this happens, because they are not liable for bad hosts. So if you don’t get a confirmed reservations you won’t be able to do anything.

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An Airbnb guest trashed my home and Airbnb has been of no help whatsoever. A guest and his friends smoked in my home after specifically being asked not to. They emptied my locked storage areas and left indoor furniture and electrical items outside in the garden. They left cigarette butts all over the house and used the kitchenware as ashtrays. They ruined my coffee table and brand new kitchen worktops. My extendable dining table no longer closes fully or properly.

All this damage along with photographic evidence was provided by myself to Airbnb on the same day they checked out. I requested from the guest a sum of money to cover the damage but had no response. Airbnb did not intervene even though they supposedly do this after the 72 hours. They did not respond to my emails with any relevant information.

I was redirected to another member from the customer support team twice and on both occasions just told that they were sorry and will be in touch soon. I have been chasing Airbnb all week for updates or at least a timeline of procedure and what to expect. I have had no information or help at all.

Finally I called Airbnb to speak to a person who “couldn’t help” because it was not his department. I asked him to transfer me but he couldn’t do this either. When I asked him to give me the number of the department I was told that he couldn’t help with this either.

It has been a full week and I have had my home trashed and my own holiday ruined and Airbnb have done absolutely nothing to provide peace of mind or any help during the week. Their website suggests that these issues are dealt with swiftly and within a week. I find this very difficult to believe. I am stunned that such a well-established business like Airbnb can tolerate such incompetence within their customer support team.

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For Airbnb this is good business, because now the betrayed and baffled traveler has two expensive options: to book again with Airbnb and either pay more for a similar listing, or select a poorer quality listing. Alternatively, a person can book a hotel which is also more expensive as there is such a short time left prior to the trip.

What was shocking is that Airbnb originally blamed the host for cancelling. Moments after this, I received a message from the Superhost stating that he had no idea why it was cancelled. He had 50+ five star reviews. Airbnb removed all traces of the booking including our conversation chain and the host’s profile.

Airbnb might be good for small cities but for big ones, I would avoid booking as there is a high risk your booking will be cancelled and you have no way to expect the sudden additional expenses.

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I had a verified and reviewed POS and her family stay. They caused thousands of dollars in damage. I instantly called Airbnb as I suspected she had gone to another Airbnb; she had. Airbnb consistently stonewalled me, claiming not to be receiving invoices, receipts, and photos. There was no explanation as to why they allowed her to go to another Airbnb. You cannot post a bad review without giving at least one star. Whilst I’m on about it, the Washington police, in a breathtaking comment, advised that they thought our photos indicated “maintenance issues”.

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