No Results from Airbnb Online Customer Service?

Most of the complaints from Airbnb guests are about dirty conditions. Unfortunately, I had to learn this the hard way. While the reviews might give five stars for cleanliness, perhaps some of those stars come from people who are not so clean; anything tidier than their own personal environment is indeed clean.

I rented from a “naturalist” in Las Vegas. His clean factor was rated high and the pictures boasted of this modern home in immaculate condition. I, of course, jumped right on it. He also listed the place as a serene and peaceful environment.

When I arrived, there were about 20 people in the house for a photo shoot that I was not made aware of. The music could be heard from the road. Not serene nor peaceful.

To top it off the bathroom was filthy. The sink had mold around the stopper, the shower had a significant amount of mildew, and there was hair all over the bathroom floor. They blamed the people from the shoot. Well, mold and mildew takes longer than half a day to grow; they were just making excuses.

Regardless of any of it, it was the host’s responsibility to provide a clean room. He should have blocked the room or put up a “do not enter” sign. I asked for a partial refund, which I thought was fair. He obliged and said he was sorry and wished me the best. However, he then posted a review full of half-truths, ad hominem attacks, and blatant lies.

I reported this to Airbnb and provided actual photo evidence of where he contradicted himself and of the room conditions. They did absolutely nothing and totally dismissed it. I then filed a complaint with the BBB, the reason being a lack of resolution. I was given a reply a week later from another department at Airbnb and given a full refund. I didn’t even ask for a refund from Airbnb – I requested that the host be flagged.

If you want to get Airbnb’s attention or have someone with some sense of how a business model should be run, go higher. It is worth mentioning that the background check Airbnb does is only a criminal check. Criminal background checks only prove whether or not a crook got caught… basically useless.

This is one of the ways Airbnb slips through loopholes and escapes liability when people get scammed. Ask guests and hosts questions regarding what kind of cleaning products they use or what the turnover is, and if they don’t answer or don’t want to be bothered, it’s a red flag.

As far as hosts, I think they should be made to prove they have proper licensing to do short-term rentals, proof of ownership of property, or an agreement between the owner and the tenant to use the property for Airbnb. It seems like this would keep everyone safe. This would undoubtedly damage their profits… so perhaps that’s why it’s not happening.

Three Bookings in, Airbnb will not Pay its Hosts

We have had three reservations with Airbnb that we just started a couple months ago and it has been a nightmare. We hosted a family on March 27th. In the past they usually posted the deposits to our accounts on a certain date, but as of today, we still have not received payment.

I have called numerous times with no resolutions being made. The first lady from Airbnb customer service (on April 2nd) said they had a “glitch” in their system and said it would be a few days. On April 13th, a gentleman could not figure it out still and agreed it was “ridiculous”. I just called and they won’t even talk to me because they now know that I record all my calls… kind of hypocritical that they can record but I can’t. They know they are in the wrong and don’t want to admit to it over the phone anymore.

Don’t use Airbnb as a host or guest. They should not collect money and refuse to pay the hosts. These are our five-star customer reviews:

A truly relaxing, inviting, and notable experience.

The only other review before this one is:

Quaint Midwest home with a perfect overlook of Broken Bow. Wonderfully remodeled with never ending stories throughout the entire home. The hostess was incredible and super kind to our children. Large spaces for evening get-togethers and great kitchen area for shared meals. For anyone looking for a memorable experience during their Custer County stay, this is the place for you.

We have multiple listing with VRBO and never had problems. We had three with Airbnb that we just started a couple months ago and it has been a nightmare.

Airbnb Host Unfair to Same-Sex Couples?

I recently requested and booked a one-night stay at a place in Anaheim. I messaged the host asking if he could accommodate me and my girlfriend for April 15th and check out on the 16th, to which his response the next morning after was an apology, stating it was two nights minimum. This was false. On his profile of the guest suite, it states one night minimum.

I’ve read plenty of reviews from other guests who were able to book a one-night stay at his place with no problems. I feel like this host is BSing and don’t want to host a lesbian couple.

The next morning, I looked at his listing and the 16th was booked. That was only one night. I called Airbnb’s specialist team and also messaged them the complaint. I am waiting to hear back from the case manager. This frustrates me because I have good reviews on my end and no reports of being a bad guest.

Stay Away from Airbnb. Avoid at all Costs.

I had to cancel and Airbnb agreed to return 50% of my money. I paid $496.68, and was refunded $149.31 (missing $100), minus their $56 fee that I paid (should have been $248 – $56 = $192). I’m still missing the difference ($100) and they won’t refund me, saying I received the whole refund.

This is a complete scam and they are protected by their own cancellation rules and policies. There are better ways to do business and it’s not with Airbnb. Case managers don’t have the decency to call you and discuss issues with you, only make conclusions based on their notes.

Three weeks have passed and there’s still no refund. I worked with eight case managers over the course of three weeks. It was nothing but a waste of time. I have their emails that clearly state my refund amount.

Now, they have decided to close my account based on their privacy policy and with no explanation. I never swore, or insulted or threatened anyone. The money is already in the host’s pocket. They knew they messed up and wanted to get rid of me. All hope is now lost for my remaining refund.

Airbnb is not professional at all and to be avoided at all costs, no matter if it’s cheaper. It’s not worth the stress and headaches because you will never win. Even if you report them, their policies protect them and you will just waste your time and hard-earned money. They are not there to make your plans easier but simply to protect their hosts and fees. Stay away from Airbnb.

Airbnb Stole $600 from a Loyal Superhost

I’m a Superhost and have a five-star guest rating as well. Recently I had a last minute reservation cancellation due to another guest refusing to leave so I could check in. When I went to book another place I immediately got the same request denial onscreen message, which seemed weird. I made a third attempt and the reservation was accepted.

However, afterwards the second reservation got accepted as well because the request denial message I’d received from Airbnb was a mistake, thus causing a double booking. When the host of the third place refused to “refund” me (before check-in), Airbnb basically shrugged their shoulders and charged me for booking two places at once.

Common sense clearly suggests that a customer with a long history would not do such a thing and that the burden wouldn’ be given to the Superhost/customer, but no. Airbnb’s policies when it comes to such situations are not only bad for customers. They are bad for the company and brand.

Charged for Repairs and Unable to Reach Anyone

Airbnb charged my credit card an unrealistic amount and called it a repair. There was a gas leak in the kitchen when we got there. It smelled like dog urine. An overflowing sink was clogged up when we got there. I had to unclog the drain in the shower myself before I could shower in the unclean shower. It was a nasty and disgusting visit and then I got charged for repairs?

Awful experience. When I called to dispute the charge they beat around the bush and said they could not help me. I asked for a supervisor and customer service immediately said all the supervisors were busy. Really? How do they know? They didn’t even try. After 15 minutes on hold to “find a supervisor” the waiting music stopped and Airbnb customer service hung up on me. This is no way to run a business.

Hot Water Debacle at Airbnb in Mexico

We booked a few nights stay at an Airbnb in Playa del Carmen, Mexico. It was a new bachelor condo building with a concierge, swimming pool, and even a restaurant. It was around $115/night.

The day we arrived, we each had a quick rinse in the shower after spending a few hours at the beach. By the time my husband had finished rinsing off, the water had turned ice cold. We figured that the water heater probably hadn’t been turned on long enough, as so many residences in Mexico rely on physically turning on a water heater a while before use.

The next day, after adjusting the shower temperature, I was in the middle of washing my hair when the water turned ice cold. I showered as fast as I could and got out. My husband got in and the same thing happened: ice cold after a very short amount of time.

I decided to message the owner to ask if there was a trick to turning on the hot water. The owner responded that the water was regulated and there was only three minutes of hot water every few hours. I immediately got into the shower and timed how long the hot water lasted… 1 minute and 20 seconds. I couldn’t even get the soap out of my hair in that time.

I let the owner know it didn’t even last three minutes but the owner was unwilling to help. I contacted Airbnb about the issue as the regulated water time was not posted in the listing. When I asked about changing locations, they did agree we could find a new property and get a refund on this one. However, we unfortunately were too scared of the repercussions of the owner possibly coming to the building to confront us (or worse) for the loss of income.