Airbnb Horror with Cockroach Infestation

We booked an Airbnb for a few weeks in Florida. It cost over $2,000 total. On the first day we found one dead cockroach; we didn’t panic, but contacted the host to let her know.

The second day there were multiple live cockroaches. We contacted the host again, which is when we found out she lives in Europe, and is six hours ahead. She admitted she was late on her monthly exterminatory spray for vermin.

After finding the live cockroaches, we realized we may be in bigger trouble than we thought on the first day. We begin to search around the house more in depth to see dozens of dead cockroaches, cockroach poop, cockroach limbs and antennas in the bedrooms, bathrooms, and living spaces.

We found old garbage from the previous owner, a carton of ice cream, old water bottles, used tissues underneath the bed (so now we realize what attracted all the cockroaches). The old garbage and ice cream, combined with the great irresponsibility of our negligent and absentee and mentally unwell host forgetting to book her monthly exterminatory sprays on time, ended up with a cockroach infestation.

The host completely stopped talking to us at that point, and in her review later on claimed I was “rude” and “confrontational” when I told her the severity of the issue. I suppose I should’ve been nicer and more polite that she had $2,300 of my money, didn’t answer my messages, had old garbage and an unclean residence, a cockroach infestation, and cockroach poop in the bedrooms.

It was the final straw when I went to brush my teeth at 7:00 AM and a cockroach and four baby cockroaches came out of the drain in the sink. I really loved having cockroaches three inches from my face first thing in the morning. We had to leave the place two weeks before our departure date.

Of course Airbnb did nothing to help us and got us a grand total of $0 in refunds for the time we spent there. Every Airbnb “specialist” just sent generic responses, sending me the same link ten different times to its Guest Refund Policy that I already cited to them in the initial messages. They also said “We want to get your side of the story” — three messages in a row after I repeatedly and clearly shared my story with them.

It’s a total waste of time; they don’t care about people at all and just want money. I am so glad I will never have to use Airbnb again. Just cut your losses and stay at a hotel. I would share the link of the listing, but I am incredibly confident this host and her condo are so incompetent, disgusting, and terrible that they will run their business to the ground on their own.

Even with Roaches, Guest not Sure Who to be Upset with

This isn’t a clear cut black and white Airbnb horror story. There are some things I should have been more aggressive on, but in the middle of a pandemic I feel it fair not to be too aggressive because for all I know this could have been my host’s only source of income.

To begin, I walked in and the place was very much not clean. I was given a warning by my boyfriend, to which he felt the judgement call up to me. To be honest, my mind was on their cute little pig that met me at the door; he was so sweet.

I quickly looked around and noticed maybe one or two critters. It was no big deal; it’s getting warm and in Mississippi the critters start coming out. My boyfriend is definitely a city boy so he freaks out about everything. I messaged the host telling her exactly that.

However, I was wrong. It wasn’t until really late into the night that more started coming out and they were huge. That’s when I really looked at the place. The kitchen sink wasn’t cleaned (why did I pay a cleaning fee?) and under the bed/chairs/sink there were enough either droppings or roach body parts. I was disgusted.

We couldn’t find a place to book that late at night so we were stuck one night. I kept joking that my cat would defend us from the roaches while we slept (I couldn’t sleep that night). The next morning we were trying to get out to the Marriott that I booked. The pig says good bye on the way out (he really was a sweet pig and I’ve never seen a pig run to me until that day).

The host at least refunded me for the other days, and as for the cleaning fee I wasn’t very aggressive because as I’ve said before I’m not sure if this is their only source of income. They also let me bring my cat without putting in a pet deposit.

I contacted Airbnb later about the service fee (possibly the cleaning fee) that night because trying to get settled into a new place last minute had its own issues. I will admit I wasn’t very aggressive with it; maybe it’s because during all this pandemic I feel like that isn’t what the world needs right now.

Airbnb basically told me to f&%k off on the service fee and I definitely wasn’t getting the cleaning fee refunded. I should have checked with VBRO or nearby hotels, because most times with all the fees it ends up being more expensive than a Marriott. This was one of those times.

I’m not sure if I should be upset with the host, Airbnb, myself or anyone really. It’s up to you, are you willing to take the risk? Is the pig worth it?

First Time Airbnb Experience a Positive One

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This was my first time using Airbnb and it was sort of a horror story. We booked a room in a hotel resort with an option for an all-inclusive package to be paid at reception. Once we had driven several hours and checked in, the agreed price was marked up 50% from what was confirmed prior to booking. We called Airbnb and they advised us that they would honor the price difference as the host was unsympathetic and not willing to do so.

After dealing with Airbnb, night was falling and we started to see an infestation of cockroaches. We requested a callback from Airbnb and advised them we were out of there. They said they would find us alternative accommodation. By that night, we had not heard from them so we requested a callback; they said to book a hotel and they would reimburse us.

We stayed at a cheaper hotel and checked with them the next day. We never heard from them so we decided to just spend the money and book a five-star all-inclusive resort but only for three days and not the six which was initially booked. We never thought Airbnb would reimburse us for the hotel and thought it would be a battle to get the refund. Little did we know after going back and forth with Airbnb and them with the hostess, we got a full refund on the room booked. They also completely paid for our five-star hotel. We were eligible for the guest experience program.

All I can say is keep in touch with Airbnb when the first issues arises. We were impressed with the swiftness of reimbursement and the customer support from Airbnb for first time users. We were browsing this site upon investigating our ordeal. Reading all the horror stories, we’re glad we weren’t left hanging in the end.

Family Vacation Ruined Over Airbnb Cockroaches

I had never stayed in an Airbnb before. My sister and I planned a trip to the Smoky Mountains together. She got a cabin through Airbnb and I stayed in a hotel in Pigeon Forge. We got to enjoy one family day together. The second night they were in their cabin they came in to find roaches everywhere. If they didn’t have young children sleeping they would have just left that night. They got up in the morning, packed everything up, and drove back home, which is an 8+ hour drive.

They only got refunded two of their nights and still got charged for cleaning. They were told that they use pest control but can’t control those this time of year; that is unacceptable. Now they are home and don’t even want to take their bags inside because they are afraid they brought them home. Their vacation was ruined and our family vacation was ruined. I will know to not use Airbnb if this is how problems like this are handled.

Airbnb Paid for Pest Control but not a Refund

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We stayed in a Toronto loft recently where Airbnb took the side of the host. The host was contacting us outside of Airbnb which is against policy. That wasn’t a problem until we had issues with the place. There were mice and roaches. Pest control had to come out and kill the mice – which we weren’t happy with as were animal lovers – but we shouldn’t have paid over $2000 to stay in a mice-infested room anyway.

I couldn’t believe when I complained to Airbnb they had the audacity to say she was a good host, take her side, and even paid for the pest control. They promised me compensation for my bad stay but closed the case as soon as I checked out and didn’t send me any money. They even made it impossible for me to leave a review for this host, meaning loads of guests who are none the wiser will be checking into this hell as Airbnb stops anyone leaving them a bad review.

It is absolutely crazy how much they sided with them, as if they have some sort of secret deal with the company. They even suggested I move out the apartment before they gave me any money back. Bear in mind I was in a foreign country with no other money or home to go to. The guy who lived downstairs even had the code to our room and would let himself into our “private loft” when we were sleeping or out of the house. Airbnb later just ignored any message I sent regarding this case and closed it without anything else said.

Bait and Switch… Airbnb no help whatsoever!

Weeks ago I booked several nights at a “bright executive apartment” in Shenzhen via Airbnb. Hours before I was to arrive the host sends a note saying “very sorry… room has power problem… must switch you to other room… hope you understand”. I arrived (via flight) late in the day and was hurried to my alternative room, given the key and the host quickly vanished. Without going into excruciating detail the room was disgusting. There were cockroaches climbing the walls and running wild in the kitchen. (some pics at https://imgur.com/a/3QclV) There were splat stains on the wall where one could assume that people had killed roaches in the past. I immediately sent the host an email (via airbnb) saying the room was unacceptable and that it needed to be fixed asap. Unfortunately it wasn’t until the next morning that the host showed me another apartment (it seems they have a couple dozen units that they manage). The second unit was nominally better though it had a mouse trap and noticeable droppings in the kitchen cupboard. I decided that I had *no choice* but to leave and find accommodation somewhere else. Trying to enlist help from airbnb was utterly futile and useless. Going to the help/support I left a message for support – which has never been responded to – despite the automated “someone one the team is working on your issue and will get back to you as soon as possible”!! I discovered their resolution page where I found that the guest only has an option to *request* a refund from the host. Again, no involvement from a human at airbnb… just a facility that lets the visitor send a request to the host – which I suspect they can completely ignore. Loooong story short… still not a peep from someone at airbnb… but fortunately the host accepted my request for a refund. So now we’ll see if it somehow actually appears. Bottom line. I will NEVER use airbnb again. Not only do I travel alot, but I was actually also thinking of being a host too. But after this terrible experience I will not. In my opinion Airbnb’s pathetic customer service is a terrible business model that will ultimately be their downfall. I will resume using mainstream booking methods (eg. expedia, priceline, booking).