Blood and Feces in Bed: Airbnb Still Running the Gamut

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I am a point of contact for my neighbor’s property. He has been stranded in Puerto Rico for the past six months and needed an intervention on his home to generate income. One of the first guests to stay from Airbnb was from LA. After multiple requests to check in early and check out late, I explained to her we had guests checking out on her check in day and guests checking in on her checking out day. Despite illicit check out instructions with emphasis on punctuality, she took it upon herself to check out four hours late. The guests scheduled to check in had to be diverted to another property.

To add insult to injury, upon entering the property it was immediately evident that she had not bothered to lock any of the doors, failed to turn off any of the lights or AC, left all the windows open and garbage, cigarette butts (the property was listed as non-smoking) and refuse all over the house, lawn, landscaping, etc. There was human feces, human blood and food left in beds, bath towels had been used to mop the floor, and cough syrup/alcohol bottles were everywhere.

When she was confronted with the damages, she didn’t even deny she had done them. She stated:

“Not locking the doors and the smoking rules I do take responsibility for. I should’ve remembered to lock up. As far as the mess, you already said you had a cleaning crew coming so why would I take it upon myself to clean the house when the rate includes a cleaning service? Unfortunately being a female at times comes with unexpected surprises like a period. So I’m sorry that it happened but also can’t control Mother Nature.

You also did not have any paper towels in the house so when we did spill we had to use the towels there to clean up. The cleaning crew never came to knock on the door or came up. If they had come then we would’ve left immediately. Unfortunately, we couldn’t leave right at 11:00 AM. The car we parked we did move. We were told to park closest to the trash cans so we did. We were told that having the truck there would not be an issue. I did not check this thread for instructions on self check out. I feel the morning we were leaving is a little late to do that; I wouldn’t have thought to look here on how to check out. Usually hosts are a little more prompt with that information. I apologize for not locking up and forgetting to turn off the A/C.”

True to form, Airbnb diverted my calls to their call center mill abroad where ineptitude seems to be bred in a flurry. A “trust and safety” bot, ignoring dates, photos, and previous conversations with other agents responded:

“I’ve been notified of your recent call. I understand this is not the outcome you were hoping for. I want to reiterate that this decision was made after careful review of all documentation and communication from both parties, and is in alignment with our policies and procedures. Please be advised that, per our Terms of Service, Airbnb reserves the right to make the final determination with regard to these disputes.

We are unable to reconsider the decision made in this case — we’ve issued our final decision and will uphold it accordingly. As further communication will not change the outcome of this case, we must respectfully disengage from further discussion.”

Zero regard for facts, evidence or just simple common sense.

Cancelled Less than 24 Hours before my 30th Birthday

To start, I want to say that I normally love Airbnb. I have rented with them for years and years and never had an issue. Until now. I was so excited to celebrate my 30th birthday in Palm Desert when I learnt that the host cancelled less than 24 hours before we were supposed to arrive. The host initially offered absolutely no explanation but later told us that the city of Palm Desert would not let her rent the place out any more and she had to cancel all future reservations as patrol officers were writing citations for her guests.

I understand she had to cancel all future reservations. However, every other guest had at least a week to find new accommodation whereas we were struggling to find a place for the very next day. As such, I spent the majority of my Sunday in California trying to find a new place that looked like it would be enjoyable for the group, missing out on the activities we had planned for that day.

It was totally unacceptable that Airbnb wasn’t willing to help at all. We booked this reservation in November for my 30th birthday trip. The cancellation was so last minute that hotels in the area were already sold out and many of the other Airbnbs were taken. Making matters worse, the group had already flown from across the country (from New York and Boston) and internationally (four from Canada and another one from Australia) leaving us no option but to take another Airbnb that was less than desirable.

The house we originally booked was well decorated, homey and simply adorable. The house we settled for was gaudy, cold and tasteless. In addition, there were a number of rules when checking in that made it difficult for our group to access the house, including threats that we might get turned away at the gate upon arrival if we mentioned we were renting the house instead of friends of the owner.

When we arrived, the backyard was an absolute mess, as was the pool. I took many pictures of this but Airbnb reps didn’t seem to care. It took many calls to get the owner to send someone to clean the pool (which was un-swimmable for the first full day of our stay) and clear all the debris. When they did, it was a few hours of noise and a terrible smell of gas from the air blower they were using. Lastly, there was constant construction at the house next door to us, making it difficult to have a conversation outside.

To me, it’s crazy that Airbnb isn’t willing to help at all or offer a future credit to try to make it up to me. It was as if I booked at the Four Seasons and ended up at a motel down the street for an additional charge. I was charged an extra $380 for the extra cost of the new house, which was one of the only ones we could find in the area. I was told that would be covered. I am an avid Airbnb user and am always willing to spread the word about the company in a positive way, but really think this is insane.

Case Closed, Reopened, and Cleaning Fees Deducted

My Airbnb guest arrived and found the house to be “beautiful.” Three days later she decided to leave. She complained about crumbs in the toaster. I offered eight separate times to send up the housekeeper but she refused. She stayed another four days. She wanted a refund for the last three days. A claim was made and the cleanliness issue was not found in favour of the guest as under the guest refund policy it states very clearly that the guest must try to resolve the problem. She refused to have the kitchen re-cleaned so under no circumstances did she try to do this. The case was closed. Two weeks later it was reopened and £500 was deducted from my account for a “cleanliness issue”. Airbnb meanwhile paid $900 to the guest. I sent in all of the texts with the guest as additional proof that she failed to comply. There has been no response from the case manager. The case has been closed. Four other Airbnb case managers have failed to provide an independent review. I suspect fraud.

Super Entitled Host Convinces Guests to Leave

My wife and I booked a place for a week plus that was described as “usually booked” (probably a trick of the website). The place looked great in the photos, in Islington, London. When we arrived, the place was hotter than Hades, not aired out, and not well cleaned (even though of course we had paid for cleaning). There were two rolls of toilet paper for a week but it gets worse.

The couches in the living room were lumpy and basically unusable; one reason we booked the place was it had advertised a washer/dryer behind a door which was locked. Although the agent kept insisting the door could not lock, after we went back and forth a couple times, she sent someone over to check – guess what? It was locked. So one of the main reasons for booking was gone. The agent did offer to let us have cleaning at a dry cleaners’ done for free.

On the second to last night we were there the owner tried to have the agent make us to be there at a certain time to let a gardener in before other guests arrived the following weekend. We said no. Finally, having been totally fed up I asked for one night’s rental back as a refund which we received. The host was either new, uncaring or both.

First Time Using Airbnb Will Be My Last Time

My childhood friend and I were planning a girls trip to Washington DC. I’m a savvy, frugal traveler and always do very well researching and booking hotels. I suggested a few hotels where I had stayed, but my friend insisted on Airbnb. I should have just said no, but didn’t want to seem bossy and figured it couldn’t be so bad.

She told me she found a small place for $72 per night. I wasn’t impressed with the pictures, but she liked the place. My friend then emailed me and told me that my half for the three nights would be $225. I thought it was $72 per night. I know there are taxes and a cleaning fee, but to double the price seems ridiculous. I had already booked my flight and didn’t want to deal with a confrontation, so I just let it go.

The host sent us a text about an hour before our arrival that the cleaning crew was late or something. No big deal. The unit was in kind of a brownstone on the ground floor. The place was dark, dank and reeked of mold. It was a nasty odor.

The host informed us that the laundry in the dryer was taking a long time and to “throw another 90 minutes on it”. The reason it wasn’t drying was because he had stuffed four towels, washcloths, a hand towel and a set of sheets into the dryer (and these are the small stacking washer/dryer). I took half of it out so that it would dry. The host never came back and took care of the laundry. I had to fold it.

My friend took the bed in the bedroom, which left me on a pullout that looked like it had come out of the dumpster. If you laid back too far on the bed, the bottom would come off the ground. There were also broken springs in the mattress. My friend kept insisting “well, this is ok…”

The next morning, I was trying to dry my hair (thankfully I brought my own hairdryer because the unit didn’t have one, nor did it have an iron). This blew the circuit, which shut off the power in the unit. We sent the host texts and emails. A while later (after we left) he replied and told us how to switch the breaker… seriously. He wanted his paying guests to do it. I refused and told my friend the power would be on or I was going to a hotel.

Our entire trip my friend complained about the rain (it was misty). She complained about the heat outside. She complained we walked too much and her feet hurt. However, she kept trying to convince me that $150 per night for a dump that was out of the way was a good deal.

Shortly after we left, while waiting for our train, the host sent an email asking for a five-star rating and good review. Unfortunately, my friend booked it or I would have blasted the hell out of him. Ironically, the place had good reviews. I’m certain they were fake reviews from his friends because anyone paying $150 per night for that dump wouldn’t be happy. If you can’t afford to stay in a safe, clean place then maybe you shouldn’t travel.

San Diego Airbnb Gem Turns out to be Nasty

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The tags more or less say it all. We arrived to an overwhelmingly bad smell, a mixture of body odor and dog pee. It turned out the sheets were dirty – I mean really dirty with hair on the pillowcase and a horrible smell. We contacted the host who sent out her mother (the head of housekeeping) to put on fresh linens.

Fortunately, we lived close (long story) so we went and brought our own bedding. After removing all of the bedding the whole house smelled better – except the dog pee – so we sort of got used to it. The bath linens were dirty too. The towels smelled of mildew but the hand towel smelled of ass, literally. I found out the hard way after washing my face. Looking closely anywhere showed a lot of dirt including dust, stains, grime, hair, spider webs, spider shit, rat shit, mildew, and more.

The filth kicker was the cabinet above the kitchen sink. There was an opening to the outside and rats have been coming into the house. Two un-set rat traps still with peanut butter residue sat patiently waiting to be used again and were peppered with rat shit. Another cabinet had three other rat traps in it as well.

The amenities consisted of a used roll of paper towel, a nearly empty bottle of dish soap, a mishmash of silverware not even making up a full complement, some pots and pans but no colander for making spaghetti, and just random barely acceptable $1 store plastic ware. I mean it has some charm, but this crap sets the stage for a lovely four-night stay.

During the stay we discovered the casita next door had a couple in it on a vacation where they never left their unit, talked and laughed loudly all day and night with their windows open we think on a recreational weed holiday. On the other side the neighbors had a nest cam pointed out their window at the Airbnb unit looking past a fence cut down low for visibility and peering into the bathroom and kitchen windows. With no fan in the bathroom you open the window only to be filmed while showering.

When you go to write a bad review and you dispute the $85 cleaning fee, this is the response you might get: “We have to keep traps because of the surrounding fruits trees. I’m sorry that you experienced uncleanliness. I will bring this to the cleaners attention. I just ask you to not write me an awful review. Thank you for your understanding.”

Fortunately they refunded that fee. I am absolutely stunned that anyone recently even wrote a positive review.

Racist Host Can’t Help But Write Negative Reply

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I have had a pleasant trip using Airbnb over the last month until I read the messages from a host in Florence. I stayed in Florence and the bathtub in the apartment was so clogged that the water covered my feet while showering; hairs floated. I mentioned this discomfort in my review, and the host seemed to be very dissatisfied with the problem I raised.

According to her, the apartment was in poor condition and the water went down a bit slower but her apartment was clean. Yes, it may be true some hairs from the pipe came out and her tub had been clean. However, how could I know the status of her entire building?

Her public review wasn’t that bad, but the private message was terrible. I can not stand this discriminatory statement. She has a huge bias for the people of my country, and this kind of person should not be an Airbnb host.

[Translated and edited public review] Thank you for the kind review. I would like to point out that some of what he wrote was incorrect: the apartment is advertised as clean (including the tub), but unfortunately the internal condition of the pipes does not depend on cleaning. This can happen in an apartment in which the speed at which a bathtub drains is slower than it should be. It certainly does not depend on cleanliness, so I hope you will take care of it in the future 🙂

[Translated and edited reply] The tub was clean. It simply drains slowly. Next time, go to a hotel. This is the usual attitude I see from Koreans. You’d better get an education, and learn not to be so unpleasant. It is no coincidence that I don’t have other negative reviews. I hope we don’t see each other again.

Do I have to deal with hosts like this because I just left a review that does not appeal to one host?

Desperate Situation After Airbnb Refuses to Answer

I made a reservation on Airbnb for seven weeks in Paris as I was doing an internship there. On our arrival, we noticed that the apartment was a bit dirty and very stinky (cigarettes) and noisy (neighbors). Tired from our travels, we did’t want to make a fuss so we cleaned a bit by ourselves. When we got home at 9:30 PM after a long walk we realized there was no cover for the two-person bed as written on the description. We had to buy one (70€) for our first night. We tried to contact the host but there was no reply that day.

We contacted Airbnb the next morning. They tried to contact our host but he made no effort to find a solution or give us a refund; he denied the facts. There was no hairdryer as described too. On the eighth day, we discovered something else: cockroaches. We couldn’t stay there anymore and made a reclamation on the Airbnb website. They told us we could cancel our reservation and make another reservation. They also promised us we would get a full refund for the nights we didn’t spend there (1000€). That’s what I did; I made a reservation for another apartment (2500€) but my refund was only 39€. I couldn’t believe my eyes. Since then I have been trying to reach them by phone and messaging to get my money back but there has been no answer. I’m quite desperate…

Airbnb Guests Can Lie About Noise, Damages

Out of 30+ rentals I have had two issues with guests. The first issue was when a guest did some minor damage to the property and left an extraordinary mess for me to clean up and organize professionals to come to the house with cleaning equipment. For the extra four hours of work, I decided to charge $65. If this was a regular rental situation that money would have come out of the security deposit, no questions asked. Airbnb decided to modify the contract and I ended up getting $5, plus $165 which was reimbursed against the receipts of repairs made supported by pictures of damages.

The second guest had sent Airbnb eight videos about “my house” because they were complaining about a train noise and not being able to sleep. They also claimed the train went by every 30 minutes during the night (easy to check, not true). Three of those videos were not from my house. Out of the remaining five, one was at night time and the rest were during the day with the windows open because you could hear birds and the neighbor’s dog. Out of 30+ guests nobody has ever complained about the train before.

Airbnb decided to give the guests a refund against the contract when they would have only been entitled to 50%. If they would have spent any time checking the facts or called me prior to making a decision the facts could have been set straight. Airbnb is habitually taking money out of hosts’ pockets and expects them to work for free based on the decisions of some teenager in a call center. The first guest was a first time Airbnb user and the second guest had two prior reviews.

Waking up with Ants and Insults in the Room

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I had a terrible experience with my stay. We saw condiments and a drink left in the fridge and thought nothing of it. I saw two ants in the room upon arrival and thought it wouldn’t be a problem. We had left to explore the city of San Juan and then arrived back to the Airbnb at night and went to sleep. In the morning, the hotel room had ants all over the bed and night stand. We woke up in the morning with ants all over us. Then we knew something was up when there was mold on the shower curtain, the bed sheets had stains and someone had left their bathing suit on the balcony.

We were about to leave the hotel room in the morning and a man was trying to enter the room saying that he was housekeeping, even though he didn’t have any cleaning supplies. The area of old San Juan has not recovered at all. We hardly saw any guests or people in the area. The closest beach was closed due to the Hilton Caribe reconstruction. The nightlife in old San Juan is a 40-minute walk so nothing is really walkable distance like the post had said. I explained my situation to the host and the host immediately became aggressive. Then resorted to name calling. They called me a millennial. I thought it was pretty funny at first but it was pretty rude.