Upcharged with an Unadvertised Per Guest Per Night Fee

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Our group of twelve booked a room on short notice, a weekend for $281 per night for an “entire chalet that sleeps 12“. Only after booking did the host advise us of a $50 per person per night fee and suddenly the cost was $700 per night.

I immediately emailed the host and told them that the fees were not specified on the listing and that we would need to cancel. The host was initially very responsive, typically within an hour, but after I told them my concerns they stopped responding.

I reached out to Airbnb with the issue and they stated to wait up to 24 hours to hear from the host. They then cancelled the reservation when the host didn’t respond and only refunded 25% of the cost because of their “strict cancellation policy”. I asked about their 48-hour cancellation guarantee and Airbnb stated that the host’s cancellation policies supersede their own. The hosts have refused to correspond and I’m out $2400 for nothing.

Airbnb Caretaker Decides to Rent out Owner’s Property

I found what appeared to be a very chic two bedroom place in LA to stay in for my son’s graduation. The renter was responsive and pleasant until I paid. Then he disappeared. I kept emailing him with questions, but he didn’t respond until just before our trip. He wouldn’t set a time to meet; he told me to text him, which I did. He didn’t appear to be the type of person to own a place in this high-rent district. He claimed he was a busy lawyer and didn’t have too much time (he isn’t a lawyer – I checked later).

I kind of got the feeling he was supposed to be tending to the place for the owner, but was renting it out on the sly. The place turned out to have only one bedroom, even though I paid for two. There were no staples in the kitchen and the floors were filthy. I didn’t let this ruin the happy occasion, but I did spend an inordinate amount of time trying to contact him before, during and after to rectify the issues. Airbnb was unconcerned and dismissive about my complaints. I felt cheated and unheard and won’t use Airbnb again.

Airbnb Guests Throw Party And Damage Our Home

I am sharing my story because I feel all hosts need to know how important it is to protect your home from unruly guests. We recently had our first guest in our vacation home on the Columbia River by the Gorge Ampitheatre. Sadly, our first experience did not go very well. We met the group coming in (a party of eight), went over the house rules, walked them around our home, and felt like we connected with them. Our home is a special place in the world, and we really were hoping to attract people that would enjoy it.

Unfortunately, our guests decided to host a party there and had over 50 people in our home. Our floors subsequently were damaged (over $14,000). We contacted Airbnb. We were directed to message the guests to see if they would pay for the damages. After three days of no resolve, we were allowed to escalate this to a case manager and seek coverage under the “Host Guarantee”. Our case manager asked us to get a bid from a contractor as well as furnish them with the original cost of the flooring (not the easiest thing to find, but we did). They had us send pictures of the damage to them as well as provide a professional statement from the contractor. We did all of this (keeping in mind we live over two hours away from our vacation home), and in the end, Airbnb emailed this to us (our home is 800 square feet):

Thank you for your patience throughout this process. After careful review of all related documentation and communication, we have issued a $50 security deposit payout for the reported damage. You can view this payout in your Transaction History. While the documentation you provided far exceeds this amount, Airbnb is only able to reimburse for fair market value of the damaged areas in question. The average laminate flooring costs from $2.40-$4 per square foot and since you have higher grade flooring, we’ve issued the payout based on $5 per square foot for the 10 feet of estimated damage. It’s been a pleasure to assist you. Please let me know if you have any further questions or concerns regarding this case.

$50 on damages over $14,000 (we have a $1500 security deposit on our rental… who knows where that went) and no further explanation as to how they came up with $50. We have emailed, called, and have gotten no support or help. I am shocked as a frequent Airbnb traveler as I have always had good experiences. As a host, this can’t be the way business is conducted. We are devastated. Does anyone have any thoughts or ideas as to where to take this issue?

Dreadful Refund Policy, No Way to Speak to Airbnb

We had used Airbnb three times with no difficulties, until we made a reservation to stay in a log cabin at Christmas. We made the reservation in September and immediately after we made it we received a notification from the host that the rates that were posted on the Airbnb website were incorrect and that we owed a substantial amount more. The host recommended that we cancel and find something else if the additional cost was not acceptable. We went ahead and immediately cancelled the reservation. However, we didn’t receive a full refund. Airbnb retained $118 as a service fee! A service fee? They had done nothing! The host was very upset and tried to contact Airbnb without success. We tried repeatedly to contact Airbnb without success. We learned that if you need to cancel, the host must do the cancellation and then you get a full refund. If you try to do it as a guest, then Airbnb will keep a portion. Today again I have tried to find a phone number for Airbnb as a last ditch effort to express my frustration, with no luck. So I am writing on this site instead in the hopes that others will read it and not fall into the same trap that we did. We are done with Airbnb. We will never use them again.

Airbnb Customer Furious over Refund Policy

Before I begin, let me say that I am staying in a very nice Airbnb right now as I just moved to Tampa. Last weekend I looked and saw a reasonable studio apartment in Tampa that was less than I am paying now for a room in a residence. I put down $1,431. Later that day I drove to the part of town where the apartment is – it is located in a ghetto with all kinds of frightening people around. I wouldn’t feel safe in that area. I cancelled the reservation the same day; it was booked more than ten days in advance. I only received $682 back. After contacting the call center and being very angry I got another $200 refund. I will not stand for Airbnb taking $549 of my money. I intend to contact the CEO of the company or maybe go on the Tampa news. I will not take this lying down.