Airbnb Host Posted Photos of a Different Apartment


I rented a suite on Airbnb for 29 days. Upon check in, the entire place was filthy: hair on the floor, dirty sheets. Absolutely no towels were provided. We left immediately. The place was disgusting.

We messaged the host right away and he denied it, so I contacted Airbnb. We checked in at about 2:30 PM and didn’t hear back from Airbnb until the next day. We’ve been going back and forth with Airbnb for a month now. They are saying the apartment is exactly as described. However the host described it as a three-bedroom apartment when in fact it is a one bedroom with one bed and a couch.

The photos were 90% accurate but extremely misrepresented. It was photoshopped to remove all the rust and grime around all of the sink. Most deceiving is the living room the host advertised. He used an entirely different photo of another place with only a couch that somewhat looks similar. If you look at the photos of the windows, the sliding glass door, and the walls, it’s clearly not the same apartment.

I am out about $2,350 CDN as Airbnb is refusing to refund me. This host has also received similar scam reviews on his profile. The guests from his other listings are corroborating my claims. Yet Airbnb still has this host on their platform and refusing to refund me as a guest.

I have been using Airbnb for about eight years with over 77 excellent reviews as a host and a guest. I do not have a history of trying to cancel reservations. I’d like to sue this host in small claims court as I live in Vancouver as well but his information is not available to me and he did not give me a phone number (other guests have said the same). What are my options for getting my money back?

French Airbnb Features Fake Seaside View

I had stayed with a friend outside of La Rochelle for a few days. Not having a car, when this friend went away it seemed wiser to rent a place in the city to be able to get around, take a boat, etc, more easily. I rented an Airbnb for a Sunday and Monday.

After accepting my reservation, and after I had paid, the host never gave me the address. This was a bad sign. The place was in an industrial area, not a residential area. She had probably rented an old boat sales place (looked like a car sales place) and transformed the downstairs kitchen into a catering place where she prepared food she delivered to clients, and the upstairs had a kitchen living area for her, her bedroom, a bathroom and a few small bedrooms.

The outer wall was floor to ceiling windows (since it was a showroom-type place) with a very tiny slit for an opening. Outside in the evening it was a pleasant 65° F: nice for sleeping. However, inside it was about 85°. It was impossible to have darkness as the shades didn’t reach all the way down to the floor, and if one opened the shades, one’s whole bedroom was broadly visible from the street. There was no lock on the bedroom nor bathroom door.

The pictures were ten pictures of the pretty living room with pictures of boats just out the window and the accommodation appeared to be close to the sea – surely we had a seaside view? No, it was an industrial boat repair area, with noisy boat repairs going on all day Sunday.

Though the pictures of the living room and view were promoted, the host said this was for her and she didn’t want me to come into the living room much or to use the kitchen much. She did allow me to put half a cucumber and a piece of cheese in the fridge but didn’t want me to use the kitchen or electric kettle. I had to walk half a mile down to a park every time I wanted to eat as I couldn’t eat in the apartment. There was no restaurant nearby.

The listing said it was quiet, but in fact on a Sunday night at midnight there were many cars passing all night just in front. I recorded this on video and sent it to Airbnb. They said I could be refunded the second night. The lady kept yelling and yelling and pointing to her good reviews. I booked a small room in a very cute hotel for a similar price, thank goodness: ten times better.

By accident I had left my phone charger, personal journal, and a philosophy magazine at the place. The lady read my personal journal and made critical personal comments. She would not fix a time to give me my charger and journal back. I had to spend some hours contacting Airbnb. She told people at Airbnb that she would be there to give me my stuff but didn’t answer the door. I had to go around back to see that she was already there, and call Airbnb so that they would call her and she would finally give me my stuff.

While on the phone with Airbnb, they gave me a 50-euro credit for the bad experience. I wanted to note this on my review, but they said I was not allowed to. I wrote a poor review (just facts) while she wrote a very insulting one, and slightly xenophobic. She got a few more good reviews and then her listing disappeared.

Many of her reviews seemed to be from other hosts and seemed to be arrangements between hosts, to give one another good reviews. There were lots of reviews from people who had only given one review and were hosts and to whom she had also given a review as a guest (very reciprocal reviews).

Good riddance to this lady. Glad to see her place with the “boat views” (AKA boat repair shop views) is off the map. Airbnb should have cancelled her listing immediately and allowed me to post that they had refunded me the second night and given me credit for the first. Thank goodness I found a very cute hotel to have a nice last night.

Fleeced and Kicked Out by Crazy Airbnb Host

This nightmare began when I saw an ad for a three-bedroom house on a cul-de-sac in Walton, Kentucky. I contacted Airbnb and made a reservation only to find out the address that I was sent to wasn’t the correct address. I called the host who gave me an address some 30 minutes away.

When I got there, there wasn’t any three-bedroom cul-de-sac; it was a rundown trailer park with a bunch of rundown trailers. When I got inside, the nightmare turned real: the floors had large holes in it with pieces of carpet trying to conceal it.

There was another guest there that told me to run but I thought he was joking. The host put him out for telling me and I told her she should put locks on the doors so guests could have privacy. She flipped out on me.

I stayed up that entire night and went to work the next day. When I came back, she had changed the locks and kept my stuff. I contacted Airbnb because I had nowhere to sleep outside. For three days I called Airbnb and they had the nerve to say go get pictures.

Then they said the host refused to give me a refund. Did you really think that I would ever get any resolution? No refund, no calls back, nothing. I just got ripped off. I am going to the news stations to sue.

Host Used Misleading Photos and Kept the Money

I met someone in January 2019 in Costa Esmeralda, Panama. He responded to a sign on my rental property. He said he was an Airbnb host and could easily rent the one that I had unoccupied. He wanted 5% commission. I was fine with that.

He booked a party of four into a one-bedroom casita for three nights. The guest was surprised to see that the rental was not the same as the photos posted. The host paid me my rental fee the following week, and said he had a new booking who had booked the one bedroom for a period of one month.

This host charged her 1400 instead of the 850 I had told him to charge. The guest was unhappy about the isolation of the rental as the host had not told her there was no transport from my property. I told her I would drive her to the supermarket whenever she needed to go.

She left but returned in three days and stayed only about two weeks, as she left on March 12th, instead of the 19th. The photos in the ad showed my personal house and pool, not that of the rental, so the guest thought she was getting my beautiful Buddha garden with the pool.

Until this time I had not looked at the ad as I was preparing for a yearly art sale. I now searched for the ad and found the photos were indeed misrepresenting. At this time the host emailed me and told me he and his wife were sailing in the Caribbean and would “keep in contact”.

That is the last I heard from them as they obviously left the country without paying me a cent, and they collected 1400 USD from the guest. These two are obviously criminals and I want my money from Airbnb that these crooks stole.

They have other listings where they are listed as hosts. I am hoping that Airbnb has the brains to remove their listings; they are in El Valle. I have emails from both guests to support my comments, and I have screenshots of the bookings.

Creepy London Accommodation Above Indian Restaurant

I am basically a new user of Airbnb and beginning to have trust in their booking system. This is my fourth booking. I would like to bring to your attention what I experienced. I have no issue for Kuala Lumpur, Paris and Manchester. However, Airbnb in London was the nightmare which almost cost me my holiday.

It was a Europe and UK adventure which started in Paris. I stayed using Airbnb for five days (December 16-20). Continuing the journey to Manchester, I trusted Airbnb (December 20-22) then went down to London (December 22-29) via Airbnb too.

My nightmare started when I booked a place in Hammersmith (London). The whole family was moody when we checked into the Airbnb The place was old and gloomy: creaky floor panels, faulty locks, and lighting. The pots and utensils were dirty. Just imagine bringing a family to London and checking into this old creepy house. Even the backyard balcony made me shiver.

You may not understand the feeling until you have to experience it yourself. Even reaching Tesco was a big problem. We were hardly in the mood to eat at night after having to walk for 25 minutes to the nearest Tesco at Hammersmith Station on a cold winter night with young children. The description in the listing was deceiving.

As it was getting dark and everyone was moody and tired, we reluctantly stayed for the night. The following morning, we called Airbnb and relayed our concerns. We were answered by one of their case managers. We told her about our uncomfortable stay here in the apartment and that we were planning to move out and book another apartment.

She was helpful and I also told her about the next Airbnb host who didn’t respond. She tried calling but up until noon there was no reply. She managed to cancel the booking while we looked for another apartment.

We manage to secure a place in Shoreditch. She advised us to forward all the photos of the apartment in Hammersmith, which I left in the message section before she went on leave. We stayed at the place in Shoreditch from Decemeber 23-28. It was a nice duplex apartment near town.

When we came back home to Singapore, there was still no reply from Airbnb. She wrote that she would be on leave during the holidays. When we checked the Airbnb messages, the case was closed and resolved. To our dismay, there was no follow up from her.

We had to call the Airbnb team and explain the whole story again. We were guided on how we could click on the “Request Refund” option. We had to wait for the host to respond within 72 hours. The weekend passed, and the host did not respond.

We called into Airbnb and were guided to click on the “Involve Airbnb” option. It was too much hassle. After a frantic nightmare in London, we had to go through the process again. A case manager contacted us via email asking for details. It’s really frustrating having to attach photos again and again. After reviewing them, he claimed we were not entitled for a refund following the terms and conditions.

I guess he wasn’t tactful in addressing the case. If you put yourself in our shoes – staying in a foreign land where the house is not in a liveable condition; no lifts, faulty locks, dirty and old premises, and heating elements and lights not working – what would you do? Bearing in mind the mood of the holidays were all down because of this apartment?

We were not cancelling for fun. We paid for it; however, the apartment turned out otherwise. Airbnb should somehow provide exceptions for this kind of case. We are traveling with a family of five with young children. Safety, comfortability and convenience are definitely our top priority. Airbnb management should take this into consideration and carefully weigh the resolutions, not bluntly say ”no”.

Bear in mind we stayed straight from December 15-28 using Airbnb. We had no problems with our previous bookings before the exception with this property in Hammersmith. Airbnb should pay a site visit to understand more of what I meant. I recommend the listing be taken down until they fix up their filthy apartment. This doesn’t only tarnish the image of London on the whole but Airbnb as the agent to promote such homes.

On a personal note, I am beginning to trust Airbnb more since my last holiday went quite smoothly with the exception of London’s accommodation. This is just my sincere feedback as I do not wish to see other travelers share the same fate as me.

Frustration at Airbnb After NYC Host Lied


I experienced stress and frustration with the place I chose to stay at through Airbnb in NYC. The host happened to be a fraudulent and shameless person. Below are my comments to Airbnb. To my surprise the comments are not published, with the explanation that the message has private information. I asked to remove whatever was considered private but nevertheless, my comments have not been published. Airbnb, rather than protecting and helping the perspective clients, protects the fraudulent hosts. Airbnb refunded me 130 USD and closed the case without publishing the comments that explain the reasons for my frustration.

I do not recommend this place in any condition. It is dirty, and has never been cleaned for at least a month or more. The host was also inhospitable. I snapped a picture of the apartment’s condition for the proof of my complaint. The only advantage of the apartment is its location, but this doesn’t cover the stressf and frustration that you get staying in this place even for short time.

I paid for a master bedroom but instead I was placed in a much smaller messy bedroom, because somebody else had lived there already. The host informed me about the change of the room just minutes before my planned departure to NY. Due to my visa, I arrived three days later than planned. To my surprise, I found an apartment that looked like more like a warehouse of boxes, items, and stuff scattered all over the places. The guests are forced to maneuver between those to be able to move in the apartment.

Due to the conditions above I was not able to use the kitchen. The oven was dirty and piled up with items around it, and using a gas stove may have even caused a fire. The apartment has not been cleaned for a long time, nor was it cleaned while I was there or before my arrival. Everything was covered in a thick layer of dust.

The host didn’t sound friendly at all. Prior to my arrival I called him to confirm my arrival time. Instead of a greeting, his reply was: “Follow the instructions given by email,” which I didn’t have with me at that moment.” The host’s name and the address advertised are not the same in reality. The host is trying to hide himself (it’s not clear why and from whom). My guess is that the host manipulates guests, only to get money from them with zero investments like cleaning the place.

I suggested settlement of 50%, due to the fact that instead of the master bedroom I was placed in a much smaller room, I arrived three days later, and the terrible condition of the apartment. The reply was rude and negative. In addition, I left my shoes and asked the host to sent them back. However, the host, in spite of what had happened, requested 100 USD to send them back. Of course I refused. Attached is a picture of the apartment.

Kaneohe Frat House Leaves Older Guests in the Wind

Camping on the beach would have been much better than staying in this Airbnb hovel. Do not believe everything you read. The pictures were misleading. It was advertised as a shared, private room that sleeps four. We had three adults over 50. We were shown the property by a fourth guest, presumably sharing the second room with the co-host who was not there; she was out somewhere getting an inflatable mattress for us. All five of us (we didn’t know if any other surprise guests would turn up) were supposed to use the one, only bathroom (pictured) on the premises.

As far as I can remember our “private” room may not have even had a door. The premises, I hesitate to even call it an apartment, was a mess. You would think the hosts would straighten things out, but why? They already got their money. We cancelled on the spot, and the host told us she called Airbnb to arrange a refund. Thinking it was a full refund, I called Airbnb about it and was told the hosts only agreed to refund for the taxes, cleaning (What cleaning? It was not cleaned before us), and for the already acquired air mattress. This gives new meaning to “Air” bnb. To top things off, the host called me a liar for me telling Airbnb she promised a full refund. Yes, I cancelled. I suggested a 50% refund. There was no reply. I never met the real hosts. Airbnb does not vet its hosts or properties. Let the buyer beware.

How can Airbnb Approve Properties like this?

We were very unhappy when we arrived for our weekend break which was for our son’s wedding. We felt unable to stay in this property for the following reasons. We are a couple in our early sixties and this would have been our first Airbnb experience; the company had been highly commended through our friendship group.

The single most important reason for choosing this property was because of its location and the price suggested it would be of a higher standard. The reality of the flat bore no resemblance to the image presented in the photo. Probably the best way to make this point would be through the quality of the stair carpet, the bedding, and the towels which we felt were substandard. We were going to a wedding and there was no wardrobe space for our clothes. The bathroom was of a very low standard and frankly was damp smelling.

The overall feeling we got was that this was someone’s home minus the occupant who had simply vacated it but crucially made no provision for us as temporary tenants. Absolutely everything was left in its own place. We found it very difficult to criticize someone’s home in this way but we felt that we could not stay and immediately made alternative arrangements. We do not know how Airbnb can give their stamp of approval to properties under their umbrella but we feel that if they were to make an inspection then they would agree with our opinion. We very much hope that it will be possible to receive a full refund of the monies we paid.

Bait and Switch at San Diego Corporate Lodging

I reserved a penthouse in San Diego two months ahead of my visit. I arrived early in the day last Friday and went to eyeball the property at the address in the email. I felt odd as the view from the posting could not have been from the same address. There was no pool or spa and I felt like bad things were about to happen to my weekend. My host sent to me an address nearby.

About an hour before checking in, the host cancelled and I was offered another Airbnb and a 10% credit if I chose one of the offered locations. None had a view like the penthouse did. I went to the address the host provided to find out they had a very strict policy against Airbnb in the building. They only lease to corporate clients and when I showed them the pictures they confirmed it was their building.

They were pissed. I had been baited with the pictures and the view. They tried to switch me to another lesser property claiming maintenance issues. What a load of garbage. All the people I spoke to at Airbnb were the same, amateurs acting like they knew what they were doing. My trust level left me and I went to a hotel never to use Airbnb again. These bait and switch artists should be arrested for fraud.

Airbnb has no Standards for Hosts and their Homes

This was my second time going through a dirty Airbnb experience. I guess one time wasn’t enough for me to learn the lesson. In the heat of the moment I have decided to go to Honolulu for quick getaway. I was on a budget and decided to go with Airbnb instead of a hotel. I had booked a condo that got my attention with its very colorful wall paintings and warm atmosphere (how far that was from the truth).

Upon arriving, I first noticed that the place had nothing to do with the pictures. The colorful wall was gone; it looked very empty and out of order. That turned on my warning signs. It didn’t take too long for me to spot the filth in the place: cabinets, walls, mirrors, windows… you name it. The only thing I could say that truly felt clean were the bed sheets. I am a very clean and detail oriented person and very sensitive to dirty environments.

However, that was not the end. The place felt like someone donated already “used to the limits” stuff and placed it in there for the guests, including towels, pans, and furniture. The wallpaper was coming off and the toilet was scratched and stained indicating the long years of use.

I contacted the host and he did agree to refund the money. The problem was that I didn’t know the rules and the process of getting a refund. I filed a complaint with Airbnb, attaching pictures. The next day I got a notification that the host was refunding my money. So I was very satisfied, and moved on with my vacation.

The day after that I saw there was a message from Airbnb. I opened it and noticed that I had to accept the refund. So I pressed the button, and because it was one day too late they couldn’t process the refund. I called Airbnb and they said they had not received any complaint from me (I am very sure they did but had a reason to pretend not to), and promised to fix the refund.

They halfway did: instead of $300 I got $178 out of the $502 I originally paid. I am not that mad with happened to the money but mostly that those stressful situations even occur. There is a lack of competence on the part of Airbnb in any apartment’s quality control. There is a 50/50 chance you will come a across great place or hellish crib. It is messing up our vacations and plans we make. We lose money and get more stressed than relaxed.

It looks as if everyone who has an empty corner in their house think he/she can be a host. The truth is to be a host is a bit more difficult than just putting a blanket on a mattress. It involves time and dedication. I personally believe that we should not put the total blame on the hosts but mostly on Airbnb for not putting any restrictions and control on the hosts to follow and to apply in their apartments.