Tag Archives: airbnb bad host

Fair Warning? Who’s to Blame for this Airbnb Accident?

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My husband and wanted to return to the New Forest for a weekend 23 years after we had our honeymoon there. I found a beautiful barn conversion on Airbnb. We arrived around 8:00 PM on the Friday evening and was treated by our host’s son, a student. He said the door was unlocked and the key was inside. We went in and made ourselves at home. I cooked a meal and we lit the fire log burner. We sat and tried to access the internet; I had to ask him for the password. He said it was in the manual on the fridge. I looked and there was nothing but a bread board. I located the book (which was a completely unmarked ring binder in a small bookshelf), we found the code and I started to read through the book. There were lots of pages to read, but I read them all. There was a little note at the end, almost an afterthought, saying that the towel rail gets hot.

We then watched some TV and went to bed around 11:00 PM. When we woke on Saturday morning my husband wanted a shower. It was a great shower. However, when my husband got out and bent over to pick the towel off the floor, he burnt his buttocks on the towel rail. He screamed so loud, I ran to him and thought he was messing around at first. Then he turned around and he had the most horrific burns I had ever seen. It had removed several layers of skin and seeping raw flesh was in welts across his buttocks. He was in agony.

The worst part of this was that we had arrived on our Victory motorcycle, and the thought of travelling 3-4 hours home on Sunday was worrying to say the least. I wanted him to go to the hospital, but without knowing the area we opted for the nearest chemist. I asked the host where that was; he asked if everything was ok and my husband replied: “No, it bloody isn’t! I’ve just burnt my arse on your f%&#g towel rail!”

He was in so much pain. We set off tentatively to the chemist where he did not want to come in out of embarrassment. I went in, described the symptoms, and got the largest wound dressings they could find and some burn gel. Returning to the barn, I dressed the wound. However, the gel he’d given us was hurting it even more, so I carefully washed that off and tried to keep as much of the skin I could around the wound.

Later the same day, my husband went off to find his friend to take his mind off the pain as much as he could. At this stage we still had not seen or heard from the host’s son. I was sitting in the sun when a friend of hers came by, saying she was just popping in to see the host’s son. She was there for some time so I gathered he was in. I thought this extremely rude, especially under the circumstances. We stayed until early Sunday and left.

There was another surprise when we returned home as the host had written a report that I was pleasant, but my partner was rude and had shouted at her son about the towel rail. She also stated that we had left black marks all over her white rug which she said we had made from our dirty boots from the motorcycle we arrived on. Instantly I realised she was completely prejudiced against bikers and would blame anything she could on us. We took our boots off at the door (as we always do) and the marks were already on her rug; I thought they had probably come from the log burner. I thought nothing of them when we entered the property.

As you can imagine, we were both livid with her response. We decided to make a claim against the host and got our solicitor onto it as soon as we could. However we seem to have many problems with that, as the host has not responded to any email and our solicitor wants another address we can contact her by. This I realised was more difficult than I thought as trying to contact Airbnb is almost impossible.

Airbnb Disaster Avoided: Almost Homeless in Seville

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A month ago I reserved this house in the Jewish quarter of Seville, happy with the price and the location and reassured by more than 30 positive reviews. The host was quick to reply and easy to contact, at the beginning. Five days before the beginning of my journey, I wrote him a message on Airbnb to ask him about some facilities and the check-in procedure. After more than 24 hours of waiting for news from him, I tried to call him on the “verified” number, which turned out to be wrong. As a consequence, I called Airbnb customer service to inform them of what was going on.

The guy from Airbnb told me that he would try to get in contact with the host, who – according to the reviews and to his profile – used to be quite active on the platform. After 36 hours, the host eventually replied to my questions about the facilities, but he eluded the question about the check-in time. I asked again about checking in, and also demanded he provide a proper working mobile number. After some hours, he gave me a new number and told me that he would contact me via WhatsApp straight away (but of course, he didn’t).

Late in the evening, Airbnb customer service called me, saying that they had finally reached the host over the phone, and that he intended to cancel my reservation. Obviously I didn’t know a thing about his intentions, and that happened three days before I was supposed to arrive. When things started to sound weird after contacting customer service for the first time, I reserved another place (not the house of my dreams… but what can you expect with a very last-minute booking?) with flexible terms, in order not to find myself homeless in Sevilla.

Since the host just “announced” his intentions to Airbnb’s staff, but didn’t really cancel the reservation, customer service did it in his place. I got a full refund from Airbnb. I don’t know what this guy had in mind… if he wanted to scam me, or if he is just an awful person who for whatsoever reasons wanted to leave me without a place to stay, ruining my holiday in Seville.

Malibu Nonsense Leaves Wedding Party Stranded

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Stay away from Airbnb when you plan to travel to Malibu. An Airbnb host in Malibu cancelled on our bridal party of eight twenty minutes before the check-in time. The wedding was two hours later. Below is a transcript of my message to the Airbnb case manager, along with the whole conversation with the host; this guy said I was “not a good person” while I was scrambling before a wedding due to the Airbnb fiasco.

Hello Jhoe, I regret to inform you of a devastating experience that our party had with Airbnb over the weekend. I had the responsibility of hosting eight guests, some of whom flew internationally to attend a wedding in Malibu, CA. We were looking for accommodations for June 3rd, 2017. The first bad experience was my reservation for a property in Malibu with Francine, who cancelled immediately upon my reservation request, citing that there had been a death in the family, which may or may not have been true.

She gave multiple other excuses at first that did not make logical sense (from “going away for a week” to “it’s already been rented”). The good part at least was that she did indeed cancel, only after I had tried multiple times to contact her to no avail. However, shortly after this, I had confirmed a reservation with Airbnb at a nearby property hosted by a person named Shawn. I thought it was odd that a Malibu property would be available for just one night, because this is typically not characteristic of available properties in this area. I attempted to contact Shawn several times with no response, but relied upon the assurance that there was a reservation by Airbnb. I then coordinated amongst my party of eight to all meet at the property, where we would prepare for a wedding at 4:30 PM.

On the day of the reservation, half an hour before we were to check in, Shawn contacted me finally through Airbnb (somehow the messaging system magically started to work right before our check-in time). He stated that the property was not available and that Airbnb had made a mistake. He stated that Airbnb had a glitch or bug in the system. He then flippantly dismissed the case and blamed Airbnb, and was quite rude to me as a host. As it was now about 3:00 PM, we now suddenly had nowhere to go to prepare for the wedding, and nowhere for our party to stay. On top of this, Shawn’s ridiculously rude demeanor was adding salt to fresh wounds caused by this disaster. Our recorded interaction is here below, and you will see the kind of threatening language this individual uses.

The ultimate result of this “glitch” was that we had to scramble at the last moment to find alternate accommodations that were significantly more expensive, and also not sufficient for our party… not to mention an excessive amount of emotional distress on this special wedding day. As you will see from the conversation below, Shawn had contacted Airbnb the day before the reservation, and I was able to confirm this with a call center representative on the afternoon of June 3rd that there was in fact an escalation that took place internally at Airbnb. The problem is that Airbnb did not take action to contact me, as the guest with a confirmed reservation, when there was still ample time to make alternate reservations – not until twenty minutes before the check-in time.

There is clear evidence of this failure to perform on Airbnb’s part, unless Airbnb can prove this to the contrary. We find that Airbnb is at fault for negligence and allowing the consumer to rely upon false information to create plans and take specific actions. There are specific damages that were incurred as a result of Airbnb’s error. We will be demanding an equal amount of the reservation cost in compensation ($3555), although the actual and proximate damages are in fact much larger than this. This week, our attorney will be initiating legal action if this matter is not resolved in a satisfactory manner. Needless to say, there will also be significant fallout and I will initiate a massive social media marketing campaign to ensure that any other potential customers are aware of Airbnb’s negligent business practices. I have a relentless resolve about this kind of injustice and will ensure others do not have this kind of miserable experience in the future. Thank you for your swift action.

Regards,
Peter

Transcript of messages exchanged between Shawn and Peter:

Peter: Hello Shawn, Hope all is well! We are Santa Monica locals who are attending a wedding in Malibu. We are a clean, professional bunch who are just looking for a place to sleep on Saturday evening rather than driving back down the PCH at night. Thanks for your consideration!

Peter: Hello Shawn! How are you doing?

Peter: Thanks for accepting our reservation. I’d like to just confirm that you’re good with our group staying at the property tomorrow evening.

Peter: By the way, this estate is magnificent. We’re really looking forward to our stay.

Peter: We had one question – do you think it might be possible to check out at noon instead of 10:00 AM on Sunday? Please let us know, thanks.

Peter: Hello Shawn, are there any particulars about how we can enter the property today? Like a lockbox or a hidden key somewhere?

Shawn: I contacted them a day ago and they were supposed to reach out to you yesterday. Airbnb has made a mistake. The days are not available and there was some sort of bug in their system.

Peter: We are hours away from a wedding! Oh my goodness, there is going to be a huge problem.

Shawn: I have spoken with them and they were supposed to contact you.

Peter: This isn’t cool, man.

Shawn: I totally understand and it totally sucks and I am sorry that they messed up. The dates were blocked out on my end. I didn’t have anything to do with this reservation and it should not have been made. Airbnb was notified immediately and they are responsible for this mistake. I’ve been trying to reach out to you since we made this reservation.

Peter: You couldn’t tell me this yesterday.

Shawn: Dude what are you not understanding? There is a serious glitch in their system. I sometimes see your reservation on my app and then it’s gone the next time I log in. The dates were never available. And when I saw it I tried tapping your listing and it would crash. I’m surprised it’s working now cause all yesterday afternoon it wasn’t. Chill on me please. This is not my fault nor yours.

Peter: Just so you know, we had eight international guests for a wedding today. The wedding has been completely ruined thanks to this fiasco. It may not have been your fault Shawn, but your response to the situation sucked. If you had had my contact info sooner you could have let me know.

Shawn: I tried to let you know and every time I tried the app crashed on me. I tried to open the reservation and it crashed. I tried to get your direct contact info and it crashed. I checked on my phone and it crashed. I checked on my computer and it crashed. Up until this afternoon I couldn’t even respond to these messages. I don’t know what the hell you want from me at this point and you are being quite rude. I think based on your assumptions and behavior you are clearly upset (and I am very sorry about that, and wish I could have done more) but you should probably look to direct your anger to those responsible. I went above and beyond on this and can show you my email to and from Airbnb with my complaints. I told them that I could not reach you yesterday five minutes after you made the booking. Please do not contact me again. You are rude and I don’t think you are a good person. How dare you use profanity at me and act as if I am responsible. You are the victim here. You did nothing wrong and I empathize as to how terrible it must have been for you and those coming in for the wedding. But you have no right to come at me. Again, please do not contact me ever again.

Airbnb Christmas Present from Father Goes Awry

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I booked an Airbnb for my son as his Christmas present. I immediately messaged the host informing him it was for my son and his two friends. Over a week went by with no response except for him to confirm the reservation. He finally contacted me an hour after check in time the day of the reservation to inform me he was editing the booking. I explained I was not going to be there. I asked if that was okay. He said it was, and edited the reservation. He called me back to get me to confirm the change. I did, and was charged an extra $67. I then got a call twenty minutes later from Airbnb telling me I violated their terms of service and the host complained; they cancelled the reservation and were not going to refund my money. No one from Airbnb spoke to me before they cancelled it. I would have driven down that night to stay with my son to keep the reservation. No one held the host accountable for his actions and his verbal agreement. I was out $310 total as well as leaving my son stranded the day of travel with nowhere to stay.

Airbnb Fail, Kicked out of Barcelona Flat

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On May 24th, I stayed for one night at a flat in Barcelona, and it was an absolute disaster. That night, things were very loud. Despite going to bed at 10:30 PM I wasn’t able to fall asleep until 3:30 AM when the party outside my window finally died down. These conditions were not conveyed to me ahead of time. I calmly approached my host about this the next morning at 8:40 AM. Rather than trying to resolve or talk through the issue, she canceled my reservation and demanded I leave the flat by 12:00 PM. I received a refund at 9:30 AM after which I frantically tried to contact Airbnb for support while I searched the website for alternatives. I couldn’t get ahold of anyone from their support team, and the website yielded “zero available rentals during my preferred time frame.”

By 9:40 AM, my host became hostile. By 9:55 AM, she was back at the flat demanding I leave immediately. She threatened me by saying: “We can do this the easy way or the hard way. Don’t make me call someone to remove you.” I tried to reason with her; I was afraid and alone, and I felt it best that I leave immediately. I hailed a taxi to a nearby hotel where I shelled out 500 euros per night for the remainder of my trip (2500 euros total). This was five times what I had budgeted for the trip – the host’s flat was only 80 euros/night. Seven days later, I still have not heard back from Airbnb support on this issue, despite sending the desperate email attached. I am massively disappointed with their vetting process for hosts, and for their lack of customer support in resolving the issue and making me feel like a valued customer. I have three upcoming trips planned with Airbnb over the next six weeks, and I’m tempted to cancel them all.

The Worst Host in London Gives me Airbnb Nightmare

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My experience with Airbnb was nothing short of a nightmare. I booked accommodation on Airbnb from February 9th through March 2nd, 2017 at premises owned by Tess. She asked me to leave the property on February 21st without contacting me. Airbnb also beglected to hear my side of the story, which is as follows:

The complaint by the host regarding the flat was based on three issues:

1. The locks being left unlocked. There were four separate locks to get into this tiny little studio flat. Two of these locks were in the middle of a dark alley with a step with no light whatsoever. I complained to the local contact about this. I asked him whether it is necessary to lock all four locks or would it be okay to just lock the one to the studio itself and the one to the gate outside, as this way the place is still safe and secure? There was no response from him. When Tess complained about it, I spent an extra ten minutes locking the two intermediate locks.

You may wonder why it took ten minutes? Because it was very difficult to see anything. Because she was complaining, I made this extra effort. I was in London to attend client meetings and buy a property and did not have the energy nor time to secure another flat… so I abided by her unreasonable requests.

2. There was loud music being played in the flat. I spent the evenings in the flat and spent my entire time working. Music was being played on my laptop to drown out the noise coming from upstairs with the constant walking around. I am a 40-something lawyer with my own practice, not a teenage girl playing loud music with no regard for neighbours. Not once did anyone knock on my door to ask me to lower the volume of the music. When the complaint came to me, I made a conscious effort to keep the volume at a low level.

3. There were uninvited guests. There was absolutely no room in the flat to have a person come and stand, let alone have me entertain them. The pictures of the flat do not reflect how very small it really is. The only explanation I have for people ringing the neighbours for me can only possibly be the delivery boys coming to deliver my dinner. There was no doorbell in the studio itself. This is one more thing that I told the local contact when I arrived. I asked him how I could have food deliveries, if I cannot hear when someone is at the door? He suggested I give the delivery people my phone number, which I did. But as you can imagine, they would not be calling a California mobile number for a food delivery in London.

When I came home on the night of February 21, 2017, it was after 10:00 PM. I then noticed the message from Airbnb. I had only one voicemail message on my phone at approximately 5:00 PM from her. By 1:00 AM, the local agent was at my door asking me to leave the property immediately. I insisted that the police be called so there is proof that I left the property, as every attempt that I made to reach Airbnb that evening was unsuccessful. After the police arrived, they sympathised with my situation but said they could not help in this matter. They provided me with a police report.

I was then told by the local agent that in fact the host was expecting relatives and guests and needed the empty flat. I was incredibly furious and shocked. The host does not live in the UK; she lives in Prague. She had assigned this property to yet another guest using an intermediary (as if Airbnb was not enough). She should have had the courtesy to call me and try to resolve the problem first, and come to a mutually acceptable solution. Furthermore, Airbnb should have defended me, as I am their customer; a legal relationship is created as I pay them directly. Since then, I have tried to reach out to Airbnb via emails and phone messages, and have not had even one representative bother to call me back. It is highly unprofessional for Airbnb representatives to make a decision to cancel a reservation on the evening of without verifying the facts with me and expecting me to leave the same night without reimbursement.

Cheated by Airbnb Twice for Deceptive Listing

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I rented an Airbnb in Naples, Florida for three weeks. It was a slum and I was robbed for the first time when they charged my credit card up front for $1500. I called customer service immediately to tell them how horrible it was and they offered me a $200 credit to move to another Airbnb. However, the ones available were of course much more expensive because it was now high season. I decided to stay there, leaving early in the morning each day and returning late at night. It was listed as a new two bedroom condo, but was actually a one bedroom with the host sleeping in the living room. It was in a slum and the host didn’t look like the person on the profile. There were broken lights, cardboard boxes for tables, broken doors and ripped screens… you get the idea.

When I left, she claimed I dirtied her towels and lost her key; for this lie, she got an additional $150 from Airbnb. I used my own towels, her door was broken, and I didn’t use a key. Airbnb didn’t listen to anything. They said I hadn’t proved my case and I even lost my security deposit. I was robbed and then robbed again. Scammers know how to play the game and Airbnb doesn’t care. I hate Airbnb.

We Found the Host Having Lunch in our Airbnb

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I had a five-night stay in a Brooklyn Airbnb, where my brother and I rented the entire home. After the first night, I called the host to express my dismay at the lack of cleanliness and got nowhere. If I had contacted Airbnb at that moment, none of the following would have happened; I would have gotten my money back, and all would be well. I didn’t know that was an option at the time. I tried to work with the host directly. I didn’t think I could have afforded to move to a hotel and I was worried about paying for two places and not getting my money back. I stayed and tried to make the best of it.

On the third day, the ceiling started to cave in from an upstairs plumbing issue and the pipes had backed up into the bathtub. The bathroom was completely unusable. I contacted the host, requested a refund and he refused. He literally said, “Why?”

Really? He said it was an old house and he would get it repaired. When I returned to the home that evening, the repairs had been made. I only had two more nights in that awful place and I figured I would make the best of it, really wanting to avoid any further hassle. The next day, we came back to the rental to find the host and another person inside. They had been there for quite a while, totally unauthorized. My suitcase had been packed and moved aside. The host was eating a meal on the patio and refused to leave even after I showed him my reservation. There was a huge fight. He said it was his house and he wasn’t leaving. I certainly wasn’t going to stay and hang out with him.

It was an unsafe and very volatile situation. I had no choice but to leave immediately before things got out of hand. I contacted Airbnb by phone from my alternate lodging less than an hour later and they said they would look into it. A few days afterward, I received an email stating they have issued me a refund for one night’s stay.

Does this seem right to you? No one should have been inside much less going through our things. Despite all of my other complaints, this alone should warrant a full refund. They were trespassing. He had no reason to be in there much less hanging out with another person while we were away. How many other times was he there while we were out for the day?

Airbnb Closes Case After Vegan Host Asks to Cancel

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Our Airbnb host asked us to cancel the reservation after we discovered that we couldn’t eat honey, milk, etc. (vegan craziness) and asked for a full refund. Then she refused to refund our 50% strict cancellation non-refundable deposit ($800 CAD). Airbnb asked her to make the refund, she refused, and then they closed the case, bouncing back any email reply. That’s it. We’ve been deceived with a misrepresentation and lost 800 CAD after following the host’s directions one day after booking. Airbnb washed their hands of it, and the case is closed. What a horrible company and experience. There’s complicity in theft, which doesn’t even apply their own terms and conditions. I will never deal with them again, and am closing my account.

Four Families with Seven Children Kicked out at Midnight

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My family and friends’ families were staying in State College, PA for the Blue and White Weekend. We arrived at the Airbnb rental property at 10:00 PM on Friday night. When we arrived, the owner showed us the house and strongly encouraged us all to use the hot tub, despite it being late. We stayed the night, did not enter the hot tub, went to the game the next day, and came back to the Airbnb rental around 6:00 PM. We then played with the kids, all under the age of five, in the backyard, ate dinner, put the kids to bed, and retired to the patio and hot tub for the night. My three-year-old daughter is scared of the dark, so my wife was rocking her to sleep on the patio with us. Some of us went to bed with the kids, some of us were wrapping up the night, and some were having nightcaps on the patio.

A couple of us got in the hot tub at the owner’s suggestion. The hot tub was so full of water that it overflowed with just one adult entering it. As others got in, it continued to overflow. We knew this was odd, but didn’t think anything of it. We were sure to keep proper care of the hot tub, as my dad owns a very similar hot tub that we have used in the same manner many times. Around 9:30 PM, my 62-year-old father walked around the house to make sure we weren’t too loud, as the sign asked us to keep it down after 9:30 PM, so we started to wind down around that time. After all, a person can only really stay in a hot tub for 15-20 minutes. My brother and his wife had already gone inside and another couple was already in bed asleep. At 10:00 PM, the the owner came out from behind some bushes and started screaming at us, telling us we were being too loud, it was past curfew, we were breaking the rules, and we were misusing the hot tub. He said we had to get out of the house right away and the cops had been called (at this point he had already called the cops himself and reported a noise violation). When my 3-year-old asked why he was yelling at us, he turned around and yelled at her, scaring her and causing her to cry.

The cops came and when they arrived, they actually thought they were at the wrong house because it was too quiet in the front driveway. We explained the situation to the police and the police pleaded with the owner not to kick us out. We even apologized, despite not doing anything wrong, and said we would go inside and head to bed as we had seven children sleeping in the house ages seven months to four years old. He would not take no for an answer and had the police forcibly remove us. He showed the cops a video, allegedly from the surveillance system (it is illegal to film someone without their consent in a private setting, let alone in bathing suits). The hot tub is surrounded by three walls and leads to a yard with an eight-foot privacy fence, making it more than reasonable to expect this area not to be under video surveillance.

The cops said they had never seen anything like this, but they had to ask us to leave. It was very traumatizing, especially to the kids, who kept asking why we had to leave, and my autistic sister,who was crying throughout the whole thing because they said we’d have to go to jail if we didn’t leave, and our kids would be given to child services. This is a traumatizing thing for a parent to hear, especially without being given a legitimate reason. We asked an officer and the owner to walk through the property so they could all see there were no damages to the household in any way. The owner chose not to walk through after all the guests were removed (he did storm to the door to go inside before we vacated and was stopped by the police). We have video evidence of the walk through along with pictures of how we left the house. For being kicked out at midnight, we left that house in pretty amazing shape.

According to the police, “officers cleared the call at 12:23 AM on April 23rd.” As for the hot tub’s condition, after the owner jumped out of the bushes and yelled at us, my father observed him close the hot tub, and everything was still working fine at that time, including the jets. There was no damage to the hot tub. The owner turned off the jets and placed the cover on. Several witnesses saw the jets working after the abrupt exit, the hot tub was 103 degrees when covered, and there were no drinks in the hot tub. The only difference was that there was less water, which is normal in any hot tub.

Now this traumatic incident has continued to disturb our lives with this fraudulent claim that we broke his hot tub. We exchanged words about the capacity rating of the hot tub and we informed him that my father has a similar model and we treated his hot tub the same as we treat his and did not misuse it. I think it is also worth noting that we were in one of the largest college towns in America; the parties of concern generally involve many college kids with extremely loud music and absurd amounts of alcohol.

We had a few 35-year-olds with a 62-year-old grandfather on a patio deck. We were kicked out in the middle of the night, packing toys, pack n’ plays, food, clothing and toiletries and loaded everyone into our vehicles for a two-hour drive home with our children. My 2-year-old was wide awake on the ride home and continued to ask: “Bye-bye? Why?” We did not get to our friends’ home until 3:00 AM, and our poor kids were tired, confused, and saddened. Not to mention traumatized because the owner yelled, screamed, was rude, and inappropriate through the whole ordeal. We are all shocked and stunned and are still suffering. There were no noise violations, no warning, and certainly no understanding or empathy for children. My friends’ wives and my sister were in tears because he was so out of control.

When we found out, he had been videotaping us in the hot tub as “surveillance,” we no longer felt safe. We called the police Sunday and the sergeant was very nice. He complimented us on how we handled the situation and even mentioned the guy tried to charge us with a noise violation and public disturbance. The police said, “the first officer arrived at the house at 10:15 PM and was met in the drive by the property owner. The officer did not hear any loud voices or music.”

The owner asked the police to charge us with a noise violation and public disturbance. The police did not witness anything that would warrant such charges and called the district attorney’s office to see if they could charge us with anything. The district attorney’s office told them we were doing nothing wrong. They called it a civil dispute in their report. This cop even apologized for having to do it, and said he would not have handled that as well as we did. We did not break any of the house rules. We did not have a party; we were not given a chance to vacate the patio by 10:00 PM, as his online house rules state, as he jumped out at 10:00 PM.

According to the police there is no noise ordinance for that area anyway. There were no rules anywhere about hot tub capacity or use. The owner then tried to open a claim against us on Airbnb for damaging the hot tub. His evidence is screen shots of random hot tub services, an invoice (which I have no doubt is fake), and his word. Looking through this evidence, I do not even understand where he is getting the number of $750 that he thinks we owe him. There are mostly screenshots of estimates from the internet. All of the screen shots of hot tub services/values prove nothing. There is one invoice, which our we believe is fraudulent. We believe this was fraud to exploit innocent families and children.

The invoice is also for cleaning the hot tub, which there was no need for. Airbnb ended up denying his claim because of the evidence we provided showing his claim was fraudulent and ruling in our favor. The owner and his friend were laughing as we carried our children from the house. I don’t know what kind of human being does this to kids and families. We have pictures and video evidence that we left the house in great shape despite being kicked out in the middle of the night. We tried to resolve this issue through Airbnb. Our first case was opened and seemed to be making good progress, but then communication stopped from Airbnb’s case manager. I called customer service and it turned out they closed our case for no reason. I reopened the case thinking it was a mistake. It took weeks to even get a response from them. I called every day for four weeks to check on the status and provided many pictures, police reports, and accounts of this story. On my final call I escalated the issue to a supervisor of the call center. The supervisor didn’t get on the phone and just relayed the message that the case had been closed. They did not give any reason or explanation as to why they closed the case, but offered to open another case, which I did. I still have received no response from Airbnb as to their handling of this. It is awful that they would let a host treat families like this with no repercussion. We will never use Airbnb again.