Complain to Airbnb about Your Privacy

I wanted to share that I emailed Aisling Hassell using her email (aisling.hassell@airbnb.com) to complain about Airbnb’s new policy of requiring guests to upload a photo of their government ID. I got a response from response@airbnb.com:

Hi [Name], a wonderful day to you! This is a community education specialist and I would be glad to assist you today. I understand that this situation is difficult, but let’s try to find a solution. I’ll make sure to exhaust all resources I have to resolve your concern.

The identification info you provide to Airbnb is governed by our Privacy Policy and transmitted using secure encryption, the same process that websites use to transmit credit card numbers. When we receive information from your driver’s license, passport, or national identity card, we store the number in an encrypted form, so you should only have to confirm your identity once.

Only authorized Airbnb employees are allowed access to your original documentation for troubleshooting or internal purposes. Our third-party databases store information according to our written instructions. If allowed under the laws of the jurisdiction where you reside, you may request that Airbnb not process your personal information for certain specific purposes (including profiling) where such processing is based on legitimate interest.

If you object to such processing, Airbnb will no longer process your personal information for these purposes unless we can demonstrate compelling legitimate grounds for such processing, or such processing is required for the establishment, exercise, or defense of legal claims. You may exercise your rights to object just tell us.

Other Airbnb users who are concerned about their privacy could try emailing Aisling or just response@airbnb.com and then requesting to exercise their right to object to data collection. The Airbnb privacy policy also directs users to opt-out@airbnb.com.

Stealing + Worst Customer Service = Lose Loyal Customers

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I have been waiting three weeks for Airbnb to pay me AUD 1,338.33 owed to me as a host for two reservations. Airbnb has confirmed the guests have paid them but they have not paid me due to a “computer glitch” with “no timeframe” for a resolution.

My messages to Airbnb support get no replies. During calls to them I repeat the story over again, get told they will “investigate”, and no one follows up. When I requested an escalation, I was told no managers were available. I have also tried Twitter and get nothing but platitudes off them, saying there is an “open case” on my account; the case is marked as closed within the app.

The cherry on top is my current guest lied to me and has sublet my place to total strangers without my permission. I reported this user to Airbnb and have had no follow-up from them.

I have used Airbnb since 2013 as both a guest and host with a total of 47 reservations. After this horrendous customer service experience, never again. Airbnb has clearly overexpanded with all the ridiculous ‘experiences’ and has forgotten to look after its original customer base. The trust culture and sharing economy values it was founded on no longer apply.

You are not too big to fail, Airbnb. Word of mouth built you up and will tear you back down again. Fix your shoddy app full of glitches; I thought you were supposed to be a shining example of Silicon Valley disruptive tech?

It’s totally outrageous that Airbnb expects me to wait while they fix their crappy tech when they could just pay me instantly; they already have money belonging to me. A painful realisation that there is nowhere to turn to when the s$%t hits the fan with this company, one that will drive me back to hotels and real bed and breakfasts as a guest. I will never host again.

Airbnb Invades Privacy and Preys on the Poor

When you keep your nightly rate going up and down, you’re trying to desperately get more guests in, so you can pay your rent – and the algorithm knows that. Of course, the more desperate for cash you are, the more likely you are to be booked by indecent guests. So it happened with me.

This guest was an influencer (of course), rated low on cleaning and observing house rules. I had to give it a go; I couldn’t miss my rent payment. Furthermore, if hosts cancel they will be penalised.

I entered 48 hours of hell, between this couple having sex in common areas, taking my bath towels and leaving them on the floor, while simultaneously trashing the whole place like a frat house, with a sense of entitlement and superiority: “I hate Germans, they dress bad and are annoying,” she said. I’m not German, and it doesn’t take Martin Luther King to forbid that kind of language into my home.

I reported her to Airbnb. Airbnb disclosed my report to her – violating my privacy, EU/US privacy laws and putting me in a dangerous position. I got a bad, fake review (of course) where she clearly states “I filed a report on her.”

This violates Airbnb content policy, but Airbnb won’t remove it. After numerous email exchanges they finally provided me with their legal department address (of course, in order to make things more difficult, they only gave me a postal address), and closed the case, saying “this is our final decision.”

This is the message for Airbnb hosts: If you experience a prejudiced incident and you decide to report it, be prepared for a violation of your privacy rights, a lower booking rate and therefore less money to cover your rent. Disgusting.

Airbnb is running a poverty-line, slave-powered system. It will be replaced one day; the very nature of business capitalism finds a way. Whatever they do to me will be done to them.

Cancellation Due to Failure of Second Payment

I want to make a complaint about my booking. The reservation was cancelled as the second payment failed. This experience and the service quality of Airbnb were disappointing. First, Airbnb didn’t try their best to contact me about the failure of my second payment. I did change the payment method but it seems that Airbnb was willing to see the failure happen and then ask to change the payment method instead.

Anyway, Airbnb didn’t do everything they could to contact us about any emergency. The only way they can is by sending email, no matter how serious the case it is. They should call you or send an SMS. Second, I do hope that Airbnb will show some pleasant customer service as they collect commission from us. However, they won’t admit they have flaws and only reply about their policy.

Airbnb didn’t help me with anything on my trip. As for agents, they won’t help you find an alternative solution. All you can do is to talk to the host or find hotels on other platforms.

I was hoping that Airbnb would have admitted that they had not tried their best to contact me and would refund or compensate me for my loss. This was a very naive thought. They are not real travel agents. They earn profits on your mistakes, carelessness and misfortune. They earn commissions by just providing a platform, not service.

All we need to know is to pay extra attention when using such a platform. They are irresponsible. Although there are many hosts doing great, many travelers have a terrible experience there. Airbnb won’t admit anything or improve upon it.

Three Hours at Airbnb Cost us $14000

It is December 10th and Airbnb has yet to resolve this. It started on April 2nd. My company has used Airbnb to the tune of well over $60000, most of that within the last two years. This was going to be a four-month rental. We were there for three hours, tried to work things out with the host as Airbnb suggested, reported everything the next day, and we were still charged over $14,000. We’ve contacted Airbnb on numerous occasions in regard to this, always told this should have been taken care of some time ago.

The entire place reeked of cat urine. This in and of itself was intolerable. The host left all of his belongings in dressers, etc. The host asked three women (my two employees and client) if he could stay on the property. The host left Playboy magazines and condoms in view

We contacted Airbnb numerous times, and was told each time “Oh, this should have been taken care of some time ago”, promised a call back, then nothing happened. The host agreed to settle for $1000 and a good review, then his daughter looked at the terms and said “we can get more than $10000”. The host has had similar complaints and violated several other Airbnb policies.

Airbnb continued to charge our Amex when they knew we were no longer a guest (the second day), when they could have helped us resettle and let the host relist. Instead, Airbnb has now paid the host and infuriated a very good client. There are several other things I could mention, but you get the gist here.

I just saw Airbnb’s CEO on the news promising to clean things up. Here would be a good start. We’ve been in business 15 years and are an extremely moral and ethical company. We do not deserve to be treated in this manner. I hope to hear something soon from Airbnb’s department that is supposedly working on this again.

Airbnb laissez-faire when it comes to customer service

In April, I booked a room in Old San Juan, Puerto Rico wanting to visit a festival in January 2020. The room was not cheap. The reviews of the host were good. The listing contained a street name. After booking, I asked for a full address. To this day I have no exact address and the confirmation email link leads to a museum.

This feels like a complete fraud. Airbnb already took hundreds of euros off my credit card, offering no refund so far since I have complained. To make sure I did not get stranded or relocated far away from the action, I also booked a hotel (this week) because I think Airbnb is very laissez-faire when it comes to customer service.

I travel alone and safety is a priority. I am done with the fact that they do not check the location of the rental nor do they check if the host has any right to rent it out. Beware because you may be next to get stranded or lose a lot of money. No more Airbnb for me.

Airbnb Hosts Cannot Request Government Issued Photo ID?

I have been a Superhost for more than three years. I recently started to require all guests to provide a digital copy (picture via Airbnb message thread or text message) of their government-issued photo ID before check-in details are sent to them. This is for our security as hosts in case anything happens, and we need to file a small claim or lawsuit to recover for damages, fees, etc.

The requirement is disclosed in the house rules. We, as hosts, know Airbnb does not honor their one million dollar host guarantee. I called Airbnb to assist with reaching out to a particular guest who was having issues with sending their ID. The first Airbnb rep claimed that it is against their terms and conditions for guests to provide this information to the host. I told the Airbnb rep she was incorrect because I’ve done this for months and a prior Airbnb rep assisted me with this same situation for another reservation.

Long story short, I called a total of six times and four Airbnb reps says it was against their terms and conditions. Meanwhile, two said the request was alright if it was disclosed in the house rules. I requested to speak with an Airbnb case manager, and the four Airbnb reps who made the false claims about the terms and conditions would not transfer me to a case manager.

If it is true Airbnb does not allow hosts to obtain a government-issued photo ID from the guests, even when it is disclosed in the house rules, hosts have no security if anything serious arises. I would love to hear thoughts from other hosts and guests.

Beware Hosting on Airbnb: One Negative Review

To potential Airbnb hosts: beware of Airbnb. I’ve had it. The rating system is a complete joke. I’ve had a number of great reviews from people that love my two units, but I just had someone give me a one-star review because the dishwasher wasn’t working (took one minute to unclog) and a light bulb in the hall was out.

Clearly the man was in distress as he was visiting Philly to get his wife medical treatment, and he said he had never stayed at an Airbnb before. When he was clearly unhappy, I offered him a full refund, including cleaning fees. He took the refund and blasted my apartment, lying through his teeth about the apartment, and the neighborhood, stuff that is just total nonsense, and easily disproved.

This cost me almost $400 for the stay, but then my listing was put on hold for five days because it dropped below 4.2 stars. In his review, this guy said the “neighborhood is dirty”, which honestly, I’m not even sure what that means. The property is exactly one mile from UPenn on a main drag, in University City in West Philly. If he wanted an apartment in Center City, he would have paid double what I charge for mine.

Anyway, I contacted Airbnb to see if they would consider removing the review, knowing that the robots that work for them would stick to the script. Honestly, somebody should tell the management that the people who answer the phone are not helpful at all, ever. I really think they are automatons. They follow a formula/script whenever you call in, taking calls from a call center somewhere outside of the US, and they never stray from the set procedures for their precious review system.

If someone doesn’t post something universally offensive, no matter how preposterous, they will not change a guest review. Airbnb pretty much always sides with the guest. It’s a very lopsided review system. Again, this guy had never stayed at an Airbnb before. He may never again. I’ve invested hundreds of thousands of dollars into this property and have given Airbnb so much, and they don’t care about me.

Well, I’ve had it. I’m going to try out the competition, and I hear good things about them. I could bring so many more properties online with this company, but will I? Airbnb now offers me $700 now to refer hosts, but they don’t seem to value me as a host.