Has Airbnb Gotten Too Big to Care?

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This is a recent story of how Airbnb has gotten too big to care. We have been hosts and guests since 2010 with 213 five-star reviews. We recently had a guest who booked our home through Airbnb for three adults. He never showed up, but 15 other people did. We found out through his secretary that he regularly books Airbnb’s for his crews who are working on homes in our area damaged by Hurricane Sally in September 2020.

I went to the house and found our entire carport was filled with construction materials. Trucks, trailers, generators, and vans were parked around the house and when I went to the back of the house to see what was going on, all but one of the persons ran into the house and shut the door. The other stayed on the deck smoking (prohibited by our rules) and drinking.

Our house was a wreck when we finally got them to leave. They had trashed the house, stolen many items, knocked holes in the walls, broken glasses, clogged the plumbing and literally destroyed our kitchen. I immediately called Airbnb and was told to document all vehicles and construction materials by photo. I did this and sent it directly to Airbnb.

From that point, Airbnb began to ignore my messages and calls. The only way they corresponded was to message and ask for more documentation. I kept being pushed off to yet another ambassador/supervisor all to no avail because no one could (or would) help. Although I did everything Airbnb asked me to do and provided all documentation requested, they called today to let me know they were not going to ask the guest to pay for the additional guests because he didn’t want to pay it.

Okay, so now we get to go to the department store with the intent of buying three items, end up purchasing 15 but then saying we will only pay for three because that’s how many we wanted in the first place? How many customer service persons would let me out of the store with 15 items when I only paid for 3? None. Yet Airbnb has told the guest he only has to pay for the three guests he reserved, even though 15 stayed.

I have been a loyal client of Airbnb since 2010 and this guest just joined during 2020 so he could send his work crews to stay near the hurricane disaster sites without having to pay for hotel fees. His secretary was foolish enough to share this information with me via telephone. Unbelievable. I have filed a complaint with the BBB, sent emails to the CEO, CFO and CSO of Airbnb, and am sending this information on the “real” Airbnb through all the social media resources available to me.

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Money Hungry Airbnb Host Gets Guest Banned

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If you’re going to need a place to stay in the Lincoln-Omaha, Nebraska area, stay clear of this host. This greedy bastard tried to squeeze every dime he could out of me.

I was traveling as an essential worker. I needed a long term stay in Lincoln for me, my disabled wife and our two dogs. I saw the listing and the price was reasonable.

After about a month, he started raising the weekly rate. When the rate doubled, we decided to leave. We stayed there 83 nights and paid $8,000 for a dingy basement apartment. Then that’s when the real nightmare began.

He sent me texts threatening me and calling me a criminal, demanding $400 for carpet cleaning, $250 for extra cleaning fees, $700 for a stained shower, $220 for lost revenue, $120 for a urine-stained mattress (we never used it), $250 for a broken mirror frame, $60 for a dirty microwave, $60 for dirty towels, and $100 for torn comforters.

Here is my response to the host’s complaint with Airbnb:

I have rented Airbnbs all over the country and Mexico. This host was by far the worst host I ever had. He priced gauged me every chance he got. I messaged him letting him know I need a long-term stay as I am a traveling essential worker. When I first moved in I was paying around $550 a week. Then after about a month he raised it to over $700 a week.

I went ahead and paid it because my wife is disabled and it’s hard to up and move at a moment’s notice. Then he raised the rent to over $900 a week. That’s insane. He was taking advantage of us. I can’t afford that. He waited until we were good and settled and then surprised us with the higher rates without notice.

Had I known the rates would go up like that, I would have never booked this place to begin with. That’s something a con artist would do. Very deceptive of him. He was charging me more than he was charging for the four-bedroom house above us. I believe that after 30 days I have tenancy rights. That would mean that he would have to give me a 30-day written notice before he raised the rent. He owes me money for every week I was charged more than $550 a week.

We had to deal with bats. He did not respond when I informed him about it. He did not properly remove snow from the property and my wife fell and sprained her ankle. We had to duct tape a window to keep the cold out. The heaters were not adequate to keep the apartment warm. Now he is being greedy and is trying to extort more money from me. Instead of contacting me and talking to me like an adult, he sent me threatening texts privately, not on Airbnb, trying to bully me in paying him a bunch of money.

He was threatening to call and get me thrown out of my current Airbnb, call my job and call the police if I didn’t pay him by the end of the day. He also called me a criminal. If he would have talked to me like a human being, I would have worked with him to find a solution. I would have come back and cleaned the carpet, the microwave, and the shower basin and wash and bleach the towels. But instead, he wanted money. He wanted me to pay the full retail value, not the actual depreciated value. No one peed on that mattress. That was there before. Also, it is twin mattress, not a full.

I know that this is not the first time he found a urine stained mattress and it won’t be the last time. He should be prepared for it. Hotels have ways of cleaning mattresses. If I had an Airbnb, I would have had a mattress cover on it to protect it.

The carpet is old and dingy. It needs to be replaced. There were already stains all over it. It’s not worth the $400 he wants to clean it. Also, I found $79 carpet cleaning service for five rooms on Groupon. I’m not responsible for cleaning all the carpet in the apartment. I’m only responsible for for the three stains caused by my dogs, not the yeas of neglect this carpet has had.

The comforters were not ripped to shreds. If you pulled the comforters from the bottom of the bed, they would sometimes catch on the bed frame. That’s how they got ripped. Anyone with a sewing machine could easily repair them. I’m not paying him to get all new bed in a bag like he wants.

The mirror frame was already broken when we moved in. If we broke it, the mirror would also be cracked. He mounted the mirror right above a heater. Over time, the heat probably caused the wood to delaminate from the glue holding it to the mirror. You can go to Home Depot and find a piece for the mirror fairly cheap.

The microwave was not burnt. It just needs to be cleaned. Only one towel was ruined when my wife colored her hair. The rest were just dirty and need to be washed and bleached. The towels were dingy to begin with. The shower basin can be cleaned with Comet, CLR and some scrubbing. It’s not permanently stained. You have to do more than just pour bleach on it.. He’s trying to get a new shower out of me.

I don’t owe him for lost revenue because no one is trying to reserve the place. He is charging too much. He has it listed for $250 a night. I don’t owe him the extra cleaning fee. He is not paying for extra cleaning if he is having professional carpet cleaners come over and providing tub cleaner that he is already charging me for.

He acts like we ransacked the place. That’s not true. My wife scrubbed and disinfected the place from top to bottom. She made the beds and wiped everything down. We don’t owe him anything. He did not give me the opportunity to fix anything. He is greedy and trying to extort everything he can out of me.

He is mad because he thought he could keep raising the rent and I would keep staying there. I asked him the last time the rent went up he said he had no control over the rate and it was based on an algorithm. Most places would cut a deal with their long term renters to keep them there.

This was Airbnb’s reply:

After careful review of all photos, documentation, and related communication provided by both parties, we determined your host should be reimbursed for the damage caused during your stay. Thank you for your patience throughout this process.

As a guest, you’re responsible for leaving the property in the same condition that your host provided. These responsibilities are detailed in Airbnb’s Terms of Service. Based on the information available, we have determined that your host should be compensated $822.76 for their loss. The host timely reported the damage and was able to provide valid documentation of the loss and the cost to repair or replace the damage.

The total amount of the loss is $822.76, which breaks down as: 1) Mattress : $104.80 2) Shower repair/cleaning : $385 3) Mirror frame repair : $250 4) Lock safe: $33.08 5) Microwave : $49.88. Please submit the $822.76 using the below secure manual payment link. You must be logged into your account to access these links. We request that you complete payment within 24 hours.

Once payment is complete, please let us know by responding directly to this message.

I gave the host a $150 deposit after I booked the place. He requested through the Airbnb app. Also, I did not agree with the amount Airbnb said I owed. So, I sent this reply:

This amount does not reflect the $150 deposit that the host stated in his claim I already gave him. Also, the mirror is not worth $250. I did not break the frame. It is old. Years from being in a hot moist environment from the shower steam and being mounted over a heater caused the frame to break.

However, since I’m being held responsible for its damage, I’m going to prove that it can be repaired for a grand total of $14.74. At Lowes you can get an eight-foot strip to cut out the small piece of the frame that needs to be replaced for $3.46. Then you can a 1-qt can of paint that you can color match to the rest of the frame for $10.28. Add Lincoln sales tax of 7.25% for a total of $14.74.

This is very minor damage to an old mirror. If it’s going to cost $250 to fix it, then show me an estimate. I also attached a picture from the host’s rental page of the shower. It clearly shows permanent stains on the wall and the basin. It is not white like the rest of the shower. What I left was dirt, not tar. No effort was used to clean it. The host said in his statement that he let it soak in bleach for two hours. That is not going to clean it. He does not mention anything about scrubbing the shower. Comet cleanser and a scouring pad would clean that up. The host is trying to scam me and Airbnb.

A few days later I got this reply from airbnb:

Thanks for your reply and after a full review of the incident, we have decided to remove you from the Airbnb community. This means you can no longer access your account and cannot create a new one. We determined that you violated the Security section of the Airbnb Community Standards, which you agreed to in the Terms of Service.

The violation involving property damage was reported on Feb. 27, 2021. Any upcoming reservations have been cancelled and you’ve been fully refunded. We consider this decision final. You can read more about removal from the Airbnb community.

Now I’m banned from Airbnb. All because I stood up for myself. Airbnb will always be on the host’s side.

Airbnb Guest Urinates on Bed in Stockholm

I have had more than 100 guests and have loved it. Never any problems and I have earned Superhost status with 5.0 in terms of customer ratings.However, I have now had a guest where I immediately discovered urine in the bed after check-out. The bed is the Swedish brand, Hästen, handmade and extremely exclusive. The mattress is ruined and must be replaced immediately as I have new guests arriving.

The guest admits that she “accidentally poured water into the bed with a leaking water bottle” and says she is willing to pay for cleaning. But Airbnb customer service does little or nothing. It still takes time for them to even look into the matter, even though I do what is expected of me.

The problem has not been solved, and still being handed by Airbnb. No decisions regarding compensation yet. I realize that as a host I only have obligations but no “rights.” An extremely sad discovery and I am considering leaving Airbnb altogether.

It is interesting that a company whose content is only about people being willing to rent out their accommodation or parts of it is not faster to deal with problems that arise and support a host or a guest. Now Airbnb is planning an IPO, a company earning their income on booking fees, which however, presupposes that there are landlords and tenants.

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No One Paid for the Damage to My Furniture

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My Sept. 11 reservation was a nightmare. The person lied about coming with her boyfriend. On the day, she showed up alone, inspected my place, and asked many personal questions. That night, four people came to my place and made noise until 1:30 AM. As a single woman, I was terrified after hearing many male voices.

Later at night, one person left and I found my house key in the mailbox outside the next day. The three men checked out at 11:00 AM on Sept. 12 and I found that they broke my chair. I took a picture at 11:04 AM. I wrote to Airbnb support at 11:16 AM. Since I have a security deposit and it is written that I have 14 days to claim damages (attached), I decided to wait for Airbnb’s response, while getting the apartment ready for the next guest.

I needed to move back the furniture that they moved. The apartment needed deep cleaning, especially when the extra beds were used without linens when I only prepared the main bed for the “couple”. Frustrated by the silence from Airbnb support, I wrote an angry review of the guest and told the sad story. At 4:53 PM, Airbnb sent an email saying that I could report a problem (attached). I was directed to ask for money from the guest. The guest paid the extra guest fee, but lied about the chair being broken when he arrived.

After being cornered by evidence, he began to swear at me. That’s when I turned to the resolution sector. An agent contacted me on Sept. 16 at 6:13 PM. The person technically made up excuses to prevent me from getting any compensation. He said that I need to submit a claim before my next guest checked in, which is not what it says under the “security deposit” information on my listing (attached).

After I explained that the very reason that I couldn’t study the submission process was that I had a guest coming, he said that “you can notify Airbnb either by opening a claim in the Resolution Center or by contacting customer support directly”. I sent a screenshot to show that I contacted support right away, but I never got a response. Then he said “after a thorough review, we have decided to uphold our original decision. We determined that a payout could not be processed in this instance.” I demanded a valid reason, but he closed my ticket without any further response.

It is not a fancy chair, even though the market price is about $267. What strikes me most is the lies about insurance and guarantee from Airbnb. I am not a fan of having strangers in my house. The earnings from Airbnb are inconsistent and I can do better with long-term rentals. I chose Airbnb because of the guarantee. If Airbnb allows stranger to get away with damaging my property and lies about protecting hosts, why should I open my doors to make Airbnb rich?

We just need to remind Airbnb that without guests, they can still run your company even with a reduced profit. Without hosts, they are done, nothing, zero. How dare they use hosts like this and treat us like fools.

Airbnb Denied My Claim With No Explanation

I am a Superhost who has provided Airbnb with dozens of stays since January. A recent guest completely trashed our place. I have photos of destroyed blankets, towels, electric mattress pad, and cigars. Our house reeked of cigar smoke despite our clear and strict no smoking policy. Our carpets and mattresses required additional professional cleaning and many items needed to be replaced.

After immediately filing a complaint the day she checked out, I never heard from the guest or Airbnb. Many phone calls later, I finally received a message from Airbnb stating my claim was denied and that their decision was final, with no further explanation. What is the point of clearly establishing house rules and taking a damage deposit if Airbnb has no intention of protecting the hosts from damage?

Airbnb Guests Get Away with Everything but Murder

I’ll try and keep this as short as I can. We have been 5-star Superhosts (and guests) for years. We hosted in Truckee, CA and in Grants Pass, OR on the Rogue River. We took a chance, by allowing someone who had no reviews to book our place.

When we arrived home (after they checked themselves out), they left the door wide open, and all of the lights on in the apartment. There was trash and crumbs and dirty dishes everywhere. One of our screens was taken off, so they could burn incense on the window ledge (right over our roof) and they broke our washing machine; it was full of dark brown water, that would not drain. The repair man said it was due to them overfilling the washing machine.

We only charged a $250 deposit on Airbnb, which didn’t cover the cost of the damage they had done. Airbnb makes you resolve the issue yourself, with the guest — “Yes, talk to the guest about it. They will agree that they trashed the place and agree to give you compensation for it, no problem!”

Then the guests denied it (when we had photographic proof of everything, including text messages). The guests did not pay the deposit, and got away with everything. What’s the point of having a deposit, if the guests don’t have to pay it?

I surely did not think that Airbnb would let a person you were in a dispute with write a review about you. VRBO does not allow persons you are in a dispute with, write a review on your profile, because they know that it will be false and biased. But Airbnb allowed them to post a review on our account that was false and disgusting when we have a five-year history on Airbnb of being Superhosts and super guests (with 40 reviews).

We are shutting down our Airbnb account as of today, because of Airbnb’s awful and negligent handling of this entire situation. We have been amazing hosts (and guests) of Airbnb for years and the fact that Airbnb allows and practically invites this type of behavior from guests is outrageous. A guest can come into someone’s home, trash the place, break things, deny it and never pay the deposit (that they should) and leave the host a false and horrible review. We will only use other companies for hosting and traveling from this day forward. We will highly recommend all of our friends, families and guests to use anything but Airbnb. We will never recommend Airbnb to anyone.

More than $10K in Damages, Airbnb Paid $510

An Airbnb guest held an unauthorized party during the pandemic lockdown. We never allow parties, even before they became illegal.

This guest said she was coming alone. The police estimated that there were at least 100 people in the two-bedroom home when they arrived. The neighbors told us that there were several fights that spilled into the street before the police arrived. There was a stabbing. The damage to the unit was more than $10,000.

After three weeks of back and forth with Airbnb personnel who changed on a daily basis and would only communicate via email, they paid us $510 for painting and damaged walls and then they went dark. They refused to explain why all the other proof of damage and proof of value of the damages were being declined.

There was no explanation, just an email saying our case was closed and they would not reply again. They were very demanding about proving the value of items damaged and it was so difficult to comply that we did give up on certain items. We still were able to document more than $10,000 and supply the required proof of value. They simply said they would not discuss the reason for the low compensation.

Airbnb not Helping this Host in the Least

I had a bad guest stay recently. Everything from broken tiles, burnt plastic on pans, stolen bathroom fixtures, the whole place smelt of weed… the worst was when they broke the hot tub by smashing in the inlet grate.

Airbnb refused to give me a claims advocate until I lodged a quote, but that wasn’t possible for five days until the hot tub repair person arrived to determine what the issue was and how much it would be. As soon as this happened I lodged the claim and got a claims advisor only to be told that as another guest had checked in, my claim was now invalid. What?

Countless emails and messages has only led to Airbnb becoming elusive and not calling me when they said they would. It feels like the DMV on steroids. As a host I just need help on this. I feel like I’m in some sort of a bad dream.

Host Tries to Charge Guest $6,000 for Fake Damages

Last November I was traveling with a friend from Tennessee to Delaware. We stopped several places along the way and our first stop was actually in Alabama. We got there and the Airbnb was difficult to find and seemed like it was in a sketchy area. Once we found the place, it wasn’t so bad.

The next morning we wanted to do a load of laundry and there had been a washer and dryer listed for usage. Well, in order to use the washer, I had to get the host’s stuff out and load it into the dryer. I thought I was being helpful anyway.

After a few minutes, my friend and I smelled something burning. I went over there and sure enough there was something wrong with the cord. We were not told that this was the case, but I had to make sure to unplug the dryer. I had to move the dryer to make sure I could unplug it which was difficult since it was hot to the touch.

We opened windows and the door. We even called 911 to get the fire department out even though there wasn’t a fire just yet. We knew we needed to leave, but needed to make sure nothing happened. We stayed until the smoke cleared, but from a distance so we wouldn’t inhale the fumes. We also called the host and told her exactly what happened and she was cordial and okay with us when we were on the phone and thanked us for letting her know.

That night I got a call from the host screaming at me for ruining her stuff and that I had caused significant damage. I let her know it was due to her error in not letting us know the dryer had faulty wiring, but she insisted that it was on us. She went ahead and complained to Airbnb and said we did that as well as stole some stuff. We are not thieves.

We got a call from Airbnb letting us know the complaints and we let them know the real issue. They told us, “Yeah, it is a little ridiculous what she’s saying and it’s way more than could happen in one night.” So they said that we would be okay and that they would eliminate this complaint.

About three days later I got an email trying to charge me $6,000 for the damages. I called about it and once again they apologized and said they would remove the charges. However, a few days later I got an email saying that my account had been disabled due to not following the terms and conditions in accordance with Airbnb policy.

I have since tried and tried to talk to Airbnb and ask why my account was disabled, but they keep emailing me and letting me know to reply to with my Airbnb inbox, which I cannot use since they disabled my account.

Bad Airbnb Owner Trying to Scam Guests

My wife and I chose Airbnb to find a location to have our wedding reception. The first day was very busy getting people from the airport, getting and putting up decorations, helping the caterer, and so on. Given that, we noticed but disregarded the broken refrigerator and dirty house and other odds and ends. We took a couple of pictures but carried on getting things done.

The week went by, and we head home. My wife received a message from the owner saying that we damaged many things and needed to pay $300 in repairs. She messaged her back calmly saying that these things were already broken and sent the pictures timedated to her as proof.

She said that her management service is very thorough and accused my wife of lying. She became very hostile when my wife pointed out all the other things that were substandard with a $3000 house rental. She insisted that we were lying and gave my wife a very negative review saying, “It would have been nice for you to be honest about it.”

Now she is publicly calling my wife disrespectful and a liar when we have the proof of her management company’s negligence. To add insult to injury they have deleted my wife’s review of the house while the owner is still allowed to publicly bash and harass us online and on her personal email.