Both Host and Airbnb won’t Accept Negative Review

Here is a review I posted on an Airbnb host’s site. It was posted for one day and then Airbnb removed it from the post. I contacted Airbnb support and went back and forth many times and they refused to put the review back on the host’s rental site.

You will see in my review that I not only complained about the rental but also provided some positive feedback. It seems to me that the host and Airbnb don’t want negative reviews so they removed it. When I told the host I was posting a negative review, he threatened that if I did he would post something negative about me. I didn’t care about the negative feedback I would receive as I felt it was important to share my experience with others who may rent this house.

We also had five couples in the rental (all over 60) so I can’t imagine what he could have said about us. We were there less than 24 hours and took great care of the house. Since Airbnb wouldn’t post my review on their site I am now hoping to share it here:

Beware of this host. First let me say that we have rented many homes through VRBO and most recently Airbnb for over 15 years. This will be my first negative review I’ve written so I put a lot of thought into this post. Our first interaction with the host was amazing. She was quick to respond to all of my questions and allowed us to rent for only one night on a busy NYE stay – although at a premium rate of $1,600 per night (I believe the normal nightly rate is $500). We had five couples to share the cost so we felt the price was worth us spending a night in a nice house.

Now to the reason I’m writing a negative review. Upon our arrival, we discovered that the pool had not been cleaned; it was dirty and had leaves on the bottom of the pool. I contacted the host and she offered to come over and sweep it for us. We declined as it was starting to get dark and cool for the evening. Again, the host quickly responded to my question so communication was good. As the evening progressed we discovered many other issues. By this time of night it was getting late on NYE so we decided it was too late to call her. A list of issues we found that I want to share with potential renters:

1. When one of the guests went to prepare for bed she pulled back the top sheet and there was not a fitted sheet – only the mattress pad, which had many stains on it and was covered with hair. She found the fitted sheet wound up in a ball in the closet; it was wet so she couldn’t put it on the bed. She had to move all of her stuff to another bedroom which also had bedding issues (holes in the shams and stained sheets).

2. An ice cube fell on the floor so we grabbed a paper towel to wipe it up. The paper towel was black from the dirt on the floor. We tried wiping other areas in the kitchen and saw how dirty the floor was. We decided that we wouldn’t go barefoot in the house. In fact, by the bar area our shoes would squeak from the stickiness on the floor.

3. The fireplace didn’t work – or if it did we couldn’t find the instructions on how to use it.

4. One of the bathrooms had a hole in the drywall, the tub faucet was broken and the sink handle fell off when we turned it.

5. The ice dispenser didn’t work – we had to open freezer to get ice out of the bucket.

For $1,600 we expected a lot more from this rental. It didn’t have to be perfect as we understand many renters come and go through these houses, but clean and in working order was not too high of an expectation.

The next day I contacted the host and she said she was mortified about the linens and would repair all of the items I listed. Although too late for our stay, I hope it is better for the next renter. Her reasoning that things were not taken care of was that no one had ever told her about anything wrong in the house. I understand that others wrote good reviews so she wasn’t aware of any issues which is why I’m writing this review so the next potential renter can be informed.

All in all, the host was good to work with. We just felt that for the amount we paid to rent the house we deserved so much more.

Slum House Throws Female Guest out at 2 AM

This was my first Airbnb, and it will be my last. I thought it would be nice to stay with someone local since I wouldn’t be in the room most of the time I was there. Checking in was easy, but I was confused about the key situation even though I read the rules.

My room had a bed that was unmade, and host said his cleaning lady hadn’t come yet. No biggie. I just slept on another bed. The sheets had an odor to them. I didn’t think much of it because I wasn’t going to be there often. I saw a key outside my door, but assumed it was the previous tenants’ key since the room had not been cleaned.

I came to find out I was using the lockbox key. I was called to return it and retrieve my other key. The person’s voice was full with attitude when I explained I couldn’t close the lockbox. He said he would do it. I didn’t let it get to me.

When I came home that night, I had some problems with the front door, and my new key. I used the lockbox key to open it, and then to my dismay could not shut it. I did not want to leave the house key outside, because it wasn’t safe, and I did not want to take the key again, and be met with attitude. It was late.

I texted my host to ask for help, but then figured it out and apologized for bothering him. I locked the door and went to my room. I saw my light was on, and the door was wide open. I left in the afternoon with some friends. My door was shut, and lights were off. I also saw three plastic cups. One was empty, another was full of water, and the last one had a brown liquor. Then I noticed my luggage had been searched, and there was a sports bra on my bed. That sports bra didn’t even belong to me.

I did not want to wake my host since I had already with my lockbox question. I just needed to be sure that I had rented the room for myself, and was not sharing it with others. This was my first time using Airbnb, and I thought maybe I had made a mistake. When I texted my host to ask I was quickly met with sarcastic remarks, and told that it wasn’t working out – I should just go.

I was a woman staying alone in another city that I didn’t know. It was 2:00 AM, and he was asking me to leave. I told him I didn’t have anywhere else to go. He kept with the insults the whole conversation, so I packed, and left. He kept insisting that he wasn’t a hotel, and it wasn’t worth his time for what I was paying. I was also made fun of for not locking my door. The lockbox key I was using previously did not lock my door, so I assumed the other one didn’t as well.

I was shaken, and betrayed. Who would just throw a woman out on their own at that time of night? This horrible person would. I was refunded close to $40. The house in the pictures looks funky, and cool. In actuality it is a run down dirty house with hardly any art at all. It stinks, and felt like I was staying at a halfway house, or men’s dorm.

I would not recommend Airbnb, especially for women. I’m sure the host will have a smart response to my story, and try to belittle me. It is okay. I just want to expose him and his crappy art house so no other woman will feel violated, as I did that night.

Impossible to Believe Good Reviews about this Place

We recently stayed in someone’s back room that was uninhabitable. We paid $640 for three nights. It was the only place left in the area we wanted. Two places were booked on nights that we already booked. Anyway, I should have walked out as soon as we walked in the door. We were led to this room with no conversation whatsoever. I felt like the poor dog they have locked in a small cage most of its life. There was also a cat, but neither was mentioned in the posting.

We were given two bleached out ancient towels, no wash cloths, no hand soap, no chairs, a full bed instead of the advertised queen. It was advertised as quiet, but was the opposite. There was continuous barking from the neighbor’s dog, and loud, obnoxious music until 2:00 AM close to the room from hell. There was mold on the shower curtain, dirty grout in the shower, a dirty floor, no nightstands, and no lamps, only a wall light that shined in our faces.

On the way out from the room was a ton of storage items which I would have made into a sitting room. We had an expensive brick of cheese which was, I guess, thrown away after the first day. The picture shows two beds, a table, and chairs, none of which were in the room. The pictured bedspread was replaced with a worn out, dirty looking comforter. There was trash around the house also. I literally had to hold my breath when entering the house. We kept the windows open all the time. They actually charged a $40 “cleaning” fee. Without looking at my list, this is what we went through not knowing we might have been able to go somewhere else because it stated we owed 50% for even canceling with a notice. It is advertised as a cozy, artistic home with a quiet neighborhood. Avoid it or be very sorry.

Beware of Moderate Cancellation Policy, Negative Reviews

My family of four plus two grandparents booked a whole house in Phuket, Thailand with a moderate cancellation policy, allowing for cancellation during the stay. In the master bedroom, the en-suite bathroom smelled of poor toilet drainage, and the house was generally filthy despite the advertised housekeeper. After a few nights we decided to cancel and book ourselves into a hotel. We would have acted sooner but were very jet lagged after a 24-hour flight, We gave the host a heads up and followed the moderate cancellation policy (allowing for a 50% refund for unused days).

The host was very angry and wrote a negative review saying we were the worst experience he ever had. We left the house in a cleaner state than when we had arrived with no breakages. We were highly courteous throughout the stay. After going back and forth with the case manager Airbnb decided that the review was within guidelines. I am writing to warn future guests to document everything through email and photos and if you make a complaint do it within 24 hours even if there is a moderate cancellation policy.

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.

Guest Trashed Flat and Told Doorman about Illegal Airbnb

I was constantly sold by Airbnb and third-party management companies that the “bad stories” from Airbnb are rare and that I had nothing to worry about. I have a water facing Manhattan condo in a doorman building. Manhattan and New York have banned any Airbnb listings. However, I noticed a Superhost from my very building who was making a ton of money and getting away with Airbnb. I figured I would give it a try. I contacted a third-party NYC management company, MetroButler, which handles everything for 25%  of the cost: cleaning, guest communication, and guest screening (not sure how much of a “screening” there was).

I had only reached my sixth guest when I walked into my apartment after a guest left and observed the mess. There was human feces on the bathroom mat, sugar spilled on the coffee table, dishwasher liquid in the dishwasher, and stolen items. This guest deliberately did all of this. He even forwarded MetroButler’s check-in instructions email to my doorman, to which my building fined me $1,000. This guest had the audacity to trash, steal, and go the extra Satanic mile and complain to my front desk. I complained to MetroButler and was able to get some sort of money for my stolen goods, but nothing else. I cancelled my bookings and paid the fine. Never will I allow my place to be abused by childish entitled guests, especially on Airbnb. If I do choose to sublet, it’ll be to someone I know and trust. Do not use MetroButler and do not allow guests like this.

Airbnb Takes No Responsibility for its Hosts

This is my Airbnb horror story from my stay in New Orleans with my sister. I will preface by saying that both my sister and I have traveled the world, been to many different countries, and stayed in hostels many times, but never had an experience like this.

We booked a room in a house in New Orleans. The house stated that it was on Frenchman Street. For those of you who are not familiar with this area, it’s a popular destination in New Orleans, lined with bars and restaurants where all the locals go to listen to live jazz music. Unfortunately, Airbnb does not disclose the exact address of the house until the day before your stay; they give you a radius to give you a general idea of where it’s located.

Well, when we arrived at the house it was on the very far end of Frenchman Street, not at all walking distance to that area as described (nor would it have been safe to walk, day or night, male or female, ever). It was in a very bad, crime ridden area with bars on many of the windows and doors, and wood paneling covering windows that had been blown out. The house was not at all how it was described in the ad.

We stepped outside for a moment to contemplate if it was safe to walk just around the corner to Walgreens, and within a few minutes someone made an attempt to rob us. I will spare the long details of this but luckily we escaped the situation unharmed.

When we ran back into the house we discovered that someone left the door to the back patio unlocked. This was a shared space, meaning other guests were staying in other rooms just down the hall. Luckily no one had entered the home from off the street but we feared that if the guests accidentally left it unlocked again, someone could enter the home in the middle of the night and rob us… or worse. There were no locks on our bedroom door, leaving our belongings at risk while we were out exploring the city.

I realize that New Orleans suffered awful devastation from Hurricane Katrina and is still recovering. It’s really sad, but Airbnb should be more forthcoming about the state of these houses/rooms. This place was completely misrepresented. It said there was a “porch overlooking the yard as well as the street… and two sets of French Doors that open up onto Frenchmen Street, letting in plenty of light and allowing for prime people watching.” The French Doors in the kitchen were bolted shut, and the only view from the porch was a very tall fence that separated the back of the house from the street. We couldn’t view the street as stated.

In addition, the house was unsanitary. The pillows were stained brown (very brown, spotted, disgusting – see pictures attached), the towels that were folded and placed on the bathroom counter were damp and smelled like mold, and the toilet wasn’t completely bolted down to the ground. We did contact our host and were as nice about it as we could have been about our complaints (although in hindsight we shouldn’t have been).

Overall, the conversation was amicable but he was very defensive and didn’t seem to care very much. He said that what happens in his neighborhood outside of his home is out of his control – which I agree with, I blame Airbnb for that portion. When it came to the pillows he didn’t seem to care; I don’t know how you can look at those things and think it’s okay to let people sleep on them. Unfortunately, Airbnb has a refund policy that protects them from just about anything.

We contacted their customer support line immediately and worked with a case manager in an attempt to get a refund, but they refused. They said that they cannot refund anything due to neighborhood factors, only things pertaining to the house itself. We sent the pictures of the house and everything inside that was dirty (including those nasty pillows) but they still refused. We were also shocked that there were no prior reviews about any of these things, which led us to believe that perhaps the negative reviews are being deleted.

After the incident I decided to do some more research on the company and found that other people have experienced the following situations (also without refunds): door locks being broken when you arrive, getting kicked out of the house by disgruntled ex-spouses, cancelling people’s stays hours before their reservation, hosts openly using drugs in common spaces, getting kicked out by HOA reps because the host doesn’t have rights to rent, not refunding people who were supposed to stay in Napa Valley during the devastating fires.

I don’t care what their policy states; they should operate by what’s right and what’s wrong. This company has no moral compass whatsoever. It sounds like just about anyone can qualify to rent their space through Airbnb and misrepresent it in their ad. I would highly advise against using this service.

Guest From Hell Tries to Stay Even Longer

Based on this experience I won’t ever be hosting through Airbnb again. First, we never know who will be staying in our home: their character, cleanliness, attitude, or past. This lady I hosted for few months in my beautiful little flat was a true nightmare.

The very first day she stayed she emailed me several times and took pictures of my belongings that I had left for my guests, such as shampoo, soap, a blow dryer, etc. Then she took pictures of the cabinets in my kitchen with the dry food and canned goods I also leave for my guests if they are hungry; there was also gourmet tea. She took pictures of all of this nice stuff I left for her and then claimed my flat was dirty.

I kept all of her insulting emails, as clearly she had never stayed in an Airbnb which in this case was someone’s home with belongings inside. As I kept getting these insulting emails, I told her that this was not a hotel. It is the flat where I live, and if she didn’t like my home then she was more than free to leave and find somewhere else to stay for the next two months. She agreed and asked to give her one night to think about it.

The next day she emailed me back and said she wanted to stay. I was hesitant at first because she had been super rude and already complained over nothing. I knew this was not a normal person. A few weeks went by and she complained about the internet and TV not working. She left me another email telling me that she called my carrier and they said I had an unpaid bill. Immediately after she told me this I knew she read and opened my mail in order to have this private information, which is illegal.

I personally almost fainted because I knew this person was literally wanting to know all of my information for some odd reason. The cable and Internet service was resolved that very day. I did ask her how and why she called my carrier and how the hell she got my personal account information. She lied to me and said she just used my phone number. After that I decided to keep calm but felt uneasy.

Weeks later she texted me about the Internet, claiming it was off once again. I explained to her that was impossible – she just needed to reset the TV. She had warned me on how the Internet was vital and it “needed to be fixed now”. Again, very rudely. Several hours later the Internet happened to be working after she decided to reset the TV; it was caused by a storm that previous day.

The day she was supposed to check out at a specific time in the morning on the last day of her stay, I had my partner go over to the flat to clean and check on everything before I flew in. Lo and behold, a half hour after her checkout time, she told me she had to go to work, she would leave my flat late in the afternoon, and she hoped I could wait.

My partner went over to the flat at 3:00 PM and she was still there. Not packed. She asked for his ID and said that he was “trespassing” and there to “kick her out”. She and her so-called “lawyer friend” were in my flat trying to stay longer. They used everything against my partner by threatening to call the police, and saying that he was in Europe illegally. I tried to call her on her cell phone but she wouldn’t answer. Then I was furious.

I came to find out she finally left but wouldn’t leave the keys with my partner. Instead she made a huge scene in front of my neighbors in my building and guardian and said that I “didn’t live here – she can’t be renting her flat out if she does not own it!”

Clearly what this evil person was simply trying to do was to dig into all of my personal business to try to stay in my flat long term. She had issues with people of color and always called my flat dirty, always spoke down to me as if I were some sort of slave to her. On top of that, she opened my mail, which is highly illegal. She ruined my flat with the smell from the pets that stayed there with her based on a bad call I made.

Please get to know the person to whom you rent your home, because not all of the guests are honest. They may see your flat as a place as an opportunity to somehow stay longer. Never leave your personal stuff around so they can snoop. Know your country’s laws and make sure you establish a checkout time that they follow and respect.

Filth and Infestations at New York Airbnb Home

No more Airbnb-hosted homes for us. Although there are good clean places out there, we’ve had two ghastly experiences in two months. Airbnb refuses to post honest reviews, only five-star reviews. Avoid this Airbnb in Wynantskill, NY at all costs. We found the bedroom and bathroom filthy and extremely bug infested.

Food scraps, hair, bugs, and dirt were on both the floors and walls. Grime was on the door handles, toothpaste was splattered on the sink, counter, and bathroom mirror, and stains were on the carpet. The pillow cases and bed sheets were terribly stained and even had holes worn through them. The bath towels and washcloths were also badly stained. They looked as though they had been rags taken from a trash can. The place had the odor of a men’s locker room. I wouldn’t let my dog stay in such a filthy place.

Had it not been late and storming when we arrived, we would have never stayed. As it was, we found some Lysol cleaner and wiped down the tub and other bathroom fixtures. Then we went about trying to kill as many of the bugs on the walls, curtains, floor, and bed as we could. The host was not there. Her father let us in. He said that his daughter was renting out the bedroom just long enough to pay for her new Jeep. This is our second bad experience with renting through Airbnb in two months. When we spoke to their representatives the last time, we got nowhere. Never again.

Bullied by Terrible Guest and Case Managers

A guest from Seattle booked a room for one person at my home. As soon as he arrived, he invited his “daughter” over pretty much all the time against my rules and wishes. They both took over my home. When he left, huge amounts of used wrappers of drugs (Viagra/Cialis) fell out of his personal trash and the sheets were soiled. The creepy guest was holed up in my house all day and running around half naked in a bathrobe. I was very upset about the sexual activity so opened a resolution case to at least address the soiled sheets and other issues regarding this guest’s terrible behaviour.

The first case manager gave me the run around. A week later I followed up and a new case manager responded and tried to close the case in minutes without looking at anything and using very poor English. When I asked to speak to a supervisor and to complain, he told me he was in charge and refused to engage further.

I am surprised that Airbnb employs such poorly trained case managers who cannot write. I am saddened that I spoke up about guest abuse and was mistreated by the guest and then by Airbnb bullies. The customer service people were nice and understanding but when it came to the case managers, they just don’t care.