Host Robs Customers and is Supported by Airbnb

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I checked into a condo in downtown Aspen, where you would anticipate a nice stay if you have even half a brain. I checked in to see the condo had a tiny mini fridge and for some reason a giant ice box freezer on the floor. The freezer portion of the fridge was completely frosted over. The fridge continued to freeze all of my groceries so I contacted the host asking for help.

The host dismissed me and told me they’ve had other guests with no complaints. Apparently appliances only break on their perceived timelines. After two days of trying to get help from the host, I reached out to Airbnb. This was too late since I didn’t contact them within 24 hours. They suggested I check out and request a partial refund. I checked out well before check out time so the host could have rebooked if they would have liked. The host assured me they would give me a refund for the nights the condo was booked by new guests (as shown in their message attached).

The host laughed at me, made fun of me, called me names and berated me for days. No refund was issued. Airbnb told me there was nothing they could do even though the host assured I was due a refund. During a conversation with an Airbnb support ambassador, I explained what happened and asked them if they would be okay with paying someone $2,000 when there was no working refrigerator and they checked out only after a couple of days of a weeklong stay. They respond that would absolutely not be okay and my request was reasonable.

Airbnb staff agreed this was unacceptable only to then state that Airbnb would not do anything to help. I’ve never experienced customer service like this and hope people are aware of how Airbnb treats paying customers.

Roach Hell at Scorching Airbnb in Utah

I originally booked with this hostess for two weeks for a ballet summer intensive. My wife and I have booked with Airbnb before with no problems.

It first started when we approached the door. She told us to go through the purple door with a keypad, so I approached it. She yelled at us saying it was the wrong door (she has two purple doors, on the same porch, both with keypads). Then she let us in. I apologized for my mistake and introduced my wife and myself.

Then hell began. When we got to the room, we were exhausted so we fell asleep. As I did, I saw our first live roach come from out under the wall. During the night, the hostess turned off the AC. Even though she advertised her property as having central cooling, she doesn’t use it.

My wife threw up from heat exhaustion. We worked with Airbnb and the hostess and what she recommended was a small portable unit, but the door to our bedroom and bathroom had to be kept open. As we installed it, she told me my wife “looked like she would beat her up.” I’m not sure what my wife could’ve done besides being a woman of color who is queer. We laughed about it. Not much you can do about “small comments.”

Once it cooled down in the room, we left to get dinner. The hostess turned off our AC unit, which we wanted to run for an hour while out because it was July in Utah and it had been off. I asked her repeatedly about the rules with the AC, but she never told me a limit or her wants. Just kept turning it off when she knew we left.

The third night, around 8:00 PM, we were greeted by roaches. Eight total throughout the night, one baby the next morning. We sent in evidence to Airbnb, including videos, of finding the roaches under the bed. Airbnb cancelled the rest of our stay and refunded us for the nights we didn’t stay.

I’m not sure I can provide evidence for this, but my wife thinks we were being watched with cameras. She works in security and tech and feels as if we stayed we would’ve seen the hostess was watching us.

In addition to the roaches, a strange man came into the house, got something out of the kitchen (which we were told we could use in the listing but turns out we couldn’t) and left. He didn’t announce himself or say who he was. We met the other guest and she did not have a male friend with her.

After all of this, the hostess left me a bad review as a guest blaming the roaches on us leaving food out and our “dirtiness” (we didn’t). She insisted the other guests hadn’t seen any roaches.

I caution any guest wanting to reserve here. She’s dangerous but had good reviews and was a great gas lighter. I could tell in the process this wasn’t the first time she treated a guest like this. She was smart enough to not get texts or messages — always insisted we talk on the phone or in person, but claimed we were “unsafe” and she was the victim. Because I insisted on messaging.

It’s not her first time manipulating a guest and I fear this will happen to others. I hope there are not cameras inside the room… especially for people who fit demographics similar to my wife and I. I was fine with the roaches and it being cancelled but being told it was my fault and that my wife seemed aggressive… I can tell she has done this before.

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Do Not Stay at the Lodging from Hell in Ghana

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Airbnb has unethical and deplorable practices. They would do whatever it takes to make sure their “Superhosts” keep their status, even if the reviews are honest. I read an article online about Airbnb removing a guest’s review because he posted an honest review about his stay at a lodging. I posted my review and within two days, it was removed because I was informed by someone at Airbnb that it violated the review policy. Since Airbnb will not allow for my review to be on their website, I will post it here.

I only reserved this place because of the reviews and I would like to say, I absolutely regretted lodging here. The Airbnb is not in a secure location for other travelers, but rather a community of renters. There are no security precautions in place and that is the reason I caught someone looking through my window.

The neighborhood is trashy, unkept, and very noisy with neighbors consistently slamming doors, babies crying, chickens crowing at all hours of the day, as well as other things. There’s no backup generator for the plethora of blackouts that occurred. How can you run an Airbnb business and have no backup electricity?

We had a broken toilet seat for five days and when I reached out to the host, she dragged her feet and responded to messages late. She claimed that 500 MB of data would be given per day, which is inaccurate. She claimed she added 5.13 GB of data and by day 3 it was all gone, which means there is a high likelihood that the data was being pirated.

If you want high water pressure, you have to perpetually go outside to turn on a switch. The beds feel like you’re sleeping on a hard floor and the apartment looks very outdated. The building is not clean: wires hang from the ceilings, and when I would return from my excursions, trash would be left outside my door.

I did not want to leave Ghana, but I was counting down the days to leaving this place. I guarantee that when the owners travel to Ghana, they are not staying in accommodations with these kinds of problems. I would never recommend this place to anyone.

I have posted pictures of what this place truly looks like. Don’t let the nice photos fool you; the bathroom was small and crappy as hell and looked like it was never cleaned before we got there and the furniture was extremely uncomfortable. Don’t let the positive reviews fool you because Airbnb removed the negative reviews, like they did with mine.

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Dog Lost his Life due to Airbnb Host’s Negligence

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We rented an Airbnb in Cape May  last week. There were many issues with the rental but my family and I were happy to be there just to get a break. The one issue we did contact the host over was that the air conditioning on the first floor was not working. Three days later she sent a repair man without our knowledge; the doors were locked she provided him with the code. Inside were my daughters and my one-year old bichon.

Due to the front door not closing properly, my bichon ran away. The host called my daughter to notify her. We raced home and began the search for my pup. He ran into a corn field nearby. My family and I searched for three days and nights with the help of neighbor’s drones and bloodhounds. We found her three days later torn apart by a coyote. We are heartbroken no one should have entered the premises without our knowledge.

No one has ever even apologized. I know some will think “oh, it’s only a dog” but suppose someone’s child ran out that door — I am sure all hell would have broken loose. Well he was my baby and the pain is no less. He was part of our family.

Basically, Airbnb Thinks I’m a Liar for my Claims

I reserved an RV that was shown to be self-contained for a two-week stay while I was between homes. When I arrived to check in, I found the following: the couch pictured in the posting had been removed; the bathroom pictured in the posting had no water (no sink or shower), and the toilet contained dry brown material that emitted a foul odor; the kitchen faucet had no running water; the kitchen stove was not supplied with propane and did not function.

The property manager stated she was aware there was no working shower or toilet, and there is no propane connection for the stove. She went to the main house briefly to ask about the water in general, and confirmed there is no running water. The host was not present, but I contacted her immediately to inform her that none of the advertised amenities were working, and I requested a full refund. She responded “the amenities work”, said I would not receive a refund, and “god bless”.

I contacted Airbnb, and spent two weeks back and forth with “ambassadors”, and at the end of it all was told I didn’t request the refund quickly enough, and since I had no video evidence to prove the amenities don’t work, they will not issue a refund. Then said “have a lovely day”. I have repeatedly asked to have my case sent to a supervisor, and they just move it on to the next “ambassador”. I’m out over $400.

Followed Airbnb’s Rules and Got Shafted for it

I run a business where I frequently use Airbnb’s services for myself and crew from Washington to California on a bimonthly basis for the last five years spending tens of thousands of dollars with all (but one) perfect reviews from hosts. This last trip, while cleaning up, we did a load of dishes in the dishwasher; it leaked on tje floor, but went unnoticed.

I got a request from the host for $1,000 for damage done to the floor in front of the dishwasher (apparently the dishwasher leaked and warped a 2×2 section of flooring in front of it). I refused the request for payment and called Airbnb to explain the leaking dishwasher was not intentionally done by us. Airbnb said they would look into it.

Two weeks later, at 2:30 AM, I received a text from Airbnb that they determined I was at fault, and now the bill for repairs was $2,500, due immediately. Without waiting for a reply from me, within seconds, I received a text from Airbnb saying an attempt to withdraw the $2,500 from my checking account failed and threatened that any funds from any current reservation by me could be forfeited.

What right does Airbnb have to withdraw funds automatically, without my permission, to resolve a dispute? I immediately called Airbnb to find out why the request for funds went from $1,000 to $2,500 and why in the hell they attempted to withdraw funds from my account without my permission. I have been waiting two days for an answer with an additional five calls to Airbnb to get answers.

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Airbnb Left My Family in the Desert without Air Conditioning

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My brother, sister and I booked a luxury property through Airbnb for Father’s Day Weekend. The booking was made in May 2021 for a stay from June 18-20, 2021. The day before the trip, I learned that the owners fired the property manager who accepted the booking and the new property management company had no record of my booking.

A few hours before the trip, I was contacted by a representative asking me for my personal information so she could make a reservation and grant me access to the property. Although reluctant, I acquiesced. When we arrived at the property, it was 115 degrees outside and 90 degrees inside the property. There were huge lizards over the entry door, spiders and bugs throughout the property due to a cracked foundation, inadequate seals around the windows and doors and no working wifi.

After a couple of hours of trying to restore the wifi, I called property management and my sister attempted to reach someone at Airbnb. I started receiving text messages from one of the representatives who walked me through everything we already tried. After five hours in the extreme heat, they sent out a technician. The technician was able to restore the wifi, but could not get the air conditioning to work.

Airbnb provided no valuable assistance by phone. We made the difficult decision to stay overnight, because it was pitch black in the desert. I came from Moreno Valley, my sister from Los Angeles and my brother from Big Bear. We spent most of the night outside, unable to sleep well due to the overwhelming heat, an influx of spiders and the smoke detector going off at 3:00 AM. We got up at 6:00 AM, called The Ritz Carlton Rancho Mirage who generously accommodated all of us with an early check in and attempted to salvage our trip.

I have spent the last month attempting to get resolution. As of today, Airbnb and the property owners are withholding my money for the first night’s stay. They did not provide the accommodations that were advertised, but are charging me for what was the worst travel experience of my life. The property management company is refusing to take any responsibility even though they accepted the booking, were responsible for managing the property, provided failed technical support and left my family in an extremely unsafe situation.

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Airbnb Host Warns of No Air Conditioning During Heat Wave

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I had planned on having a fun, relaxing weekend for my husband and booked a cute cabin in Flagstaff, AZ for Father’s Day weekend. It was listed that there was no AC but that it is cool in Flagstaff and not needed. Based on the reviews, I didn’t think twice honestly.

I booked his airfare (I was going to drive to Scottsdale to stay with family with our two boys) to meet us in Scottsdale and researched hikes in Sedona. Upon checking in to the cabin, it was cute and had everything we thought we’d need for the weekend. It was 86 degrees F upon check in, but noticed that the host had left the largest window opened and it was 101 degrees outside. I was a little annoyed but figured once we left the windows open all night and immediately closed them upon waking up that it would in fact stay cool as the host left his “stay cool tips.”

Well, the joke was on us. It finally got to 71 degrees F at 4:00 AM. We couldn’t sleep comfortably at all. The kids tossed and turned (ages 1.5 and 8) and it wasn’t until 4:00 AM that I was able to finally fall asleep for two hours. We got up around 6:00, closed the windows and headed for Sedona. After hiking for a few hours we headed back to the cabin. It was 86 degrees F in there, again.

I reached out to the host while nursing a migraine and dealing with three very very grumpy and miserable boys. He basically told me that it was a heat wave and outside his control. Which yes, I understand he could not control the weather, but I mean come over and check out how hot it is. Bring over fans or a portable AC (we paid him enough), get us a cheap hotel with AC, give us a partial refund… anything. He could not have cared less honestly.

I ended up having to take a cool bath with our baby to just calm him (and myself) down. My husband had started packing because we couldn’t imagine staying another night like we already had. I messaged the host again to let him know it was now 93 degrees F and there was no way we could stand another night there with it being that hot. I asked for a partial refund (we checked out with 24 hours of check in) and was told no, that his cancellation policy said no refunds.

I can’t imagine treating anyone like that but especially knowing how hot it truly was. To expect us and kids to stay in that is infuriating. It was mostly disappointing that someone could be that selfish and cruel. After reaching out to Airbnb, I was ghosted for two weeks. I decided to just call and was told “unfortunately the host said he won’t issue a refund.” I explained the situation to the gal and she was very nice but not very helpful. I was told she was going to reach out to the host and see if he’d change his mind basically. I told her it was unlikely and asked if I’m basically out all the money even though we checked out within 24 hours and she said I could escalate it to some Airbnb team and go from there.

Well, now I’m being offered a $100 coupon. All I want is my partial refund for the night we couldn’t stay. We didn’t even ask for a refund for the night from hell. I can’t believe the host and Airbnb just wouldn’t do the right thing.

Airbnb Guests Wanted Champagne Holiday on Beer Budget

This guest and their family arrived very late and then proceeded to cook outside of the designated hours. They booked for three people and four people arrived. Just about every rule was broken by the family. There was not supposed to be eating in the bedrooms; the extra guest did so. We have a policy of no air conditioning on in the daytime and these are specifically written in a set of do’s and don’ts in each room. The option is to pay additional money during the daytime if air conditioning is required. We did not charge despite the violations.

What alarmed us most was the number of cartons of beers that were brought into the property, filling my spare fridge completely. I could tell we were in for a champagne holiday on a beer budget. We are a no-smoking home. The guest’s parents said they only smoke a couple a day, so I allowed them to smoke on the deck. Biggest mistake ever because a couple means two packs a day where they are from and I spent days trying to rid the house of the awful smell.

The rental was for two rooms, a bathroom, and toilet. They received use of the kitchen and other areas at our discretion. The problem was the guest’s party considered the whole house their domain: like I said, champagne holiday on a beer budget. This culminated on the next to last night when the guests decided to turn my entertainment deck area into their very own ‘footie pub.’ This started at 5:00 PM and went on well past midnight. No consideration was given as to whether I wanted to use the deck or watch anything myself. They were watching footie and b*** the rest was the attitude. By now they must have thought they owned the deck.

There I was thinking my home had been invaded; these people are unreal. They went out the following day and upon their return, they expected a repeat performance of Footie Pub 2. I told them that the deck was for my and our family friends’ exclusive use that night. This outraged them and they said “but you haven’t booked the deck!”

I almost fell over laughing and informed them that I don’t book any areas of my home ever and that as guests they fit in around what we are doing, not vice versa. Undeterred, a contingent of them marched out onto the deck and sparked up the ciggies and glared at me. They then asked that I watch something different outside so that they could watch their footie inside in the lounge. I said they had individual TV’s in their rooms they could use to watch there.

This did not fit the Footie Pub 2 mentalities of booze and ciggies. Realising they were on a losing wicket they staged a walkout (just like small children stomping their feet) at 10:00 PM at night with the mum staying on to say “if you had just let us watch our Footie and use the deck then things would have been fine. Things have been great up until now.” Well of course they had been great because they had full use of the house for a third of what they would have paid for a full house.

I am starting to think the expectations of some Airbnb guests have moved beyond a sharing experience and wanting a full-service hotel or apartment. If you want exclusive time and space then book with the corresponding prices would be my suggestion. I hope people don’t make the same mistake of allowing these people into their home. I tripled my prices and we have a nicer quality of guest staying now.

Airbnb Superhost Extorted Me for a Good Review.

I encountered a very calculating and dishonest host. She will go to great lengths to make sure your negative review never sees the light of day.

I left my stay early due to the pool being frigid and unheated. I mistakenly assumed since the pool was the front featured amenity, it would be heated. I fully accept that mistake. In my previous experiences with pools, hosts have specified if the pool wasn’t heated and would offer to do so with an extra charge. When I asked the host about the pool, however, she launched into a rant about how it was too expensive to heat her pool, offered no solution, and if I wanted to swim I should go to the civic center or the Marriott.

Once she learned that my husband and I checked into a nearby hotel and left early, she acted contrite and said she would like to offer a “small refund.” I told her that would be appreciated. Next, she told me that her reviews were “very important to her,” and that she would send the refund after we both completed our respective reviews. Believing she was in good faith trying to rectify the situation, I gladly accepted.

As it turned out, her plan was to trick me into giving a positive review and once they were completed, she abandoned the refund. Reviews are permanent and cannot be revised. Therefore, I had to contact Airbnb to have my review removed and report the issue. If you take a minute to scroll through and find the few people who gave her a bad review, you’ll see that she responds in a rage, seemingly losing her ability to proofread and use correct grammar.

My only intention with this response was to make people aware of the kind of person they’ll be dealing with, because I’m sure she has done the same thing to others in the past and wouldn’t hesitate to do it again in the future. I have repeatedly tried to rectify this with Airbnb and get my real review shown and they won’t listen. They also state that there isn’t enough evidence, when it is all clearly in the Airbnb messaging system if they cared enough to read it.