Has anyone else been double booked by Airbnb? I booked a property in Austin after researching various properties. According to Airbnb, eight minutes later, I booked one of the other properties that I had looked at. I received no notice of the booking and only saw it on my credit card statement after 48 hours. The host and Airbnb are only willing to refund half my payment for the extra property. The Airbnb representative was very insulting and insisted that I would have had to have gone to the second property’s page and clicked on the “Book” button. This didn’t happen. When I asked why would I have done that when I was already finished he said, “Well, I can’t speak to the psychology of why you would do that.”
I booked a place with Airbnb last night. It was a pretty neat place, nice and cozy. I had planned to go out but it was raining and cold. I was tired, so I decided to stay in. I watched lots of movies. It was pretty cool. Then I went to sleep.
I’ve been dealing with an itch due to dermatitis, so it was better for me to be naked after applying some anti-itch lotion. In the morning, I was woken up by the sound of snoring. I was like: what is that sound? How loud are the neighbours? I remember that there was this creepy video I watched online where a guy who claimed his house was haunted said he heard noises of someone snoring next to his bed, but I was like… nah… most likely the neighbours.
I tried to ignore it, but was trying to figure out where the sound was coming from. It sounded like it was coming from a wall where there was no room, so that was strange. Then I opened my eyes.
There was no ghost next to me, but there was a mass at the foot of my bed; some guy was sleeping there. Some random Korean dude… snoring at the foot of the bed… I was like wtf? So I woke him up and was like… what are you doing in my room? Get the f%$# out!
He’s like “Oh, it’s a double room. I thought it was booked for two people?”
I was like wtf? I didn’t even make sense. It was just a single room with a single bed. So I told him to get out. I couldn’t believe this… I was ready to leave. He called the host and gave me the phone. It turned out the host gave us both the same instructions to go to the same room. I promptly requested a refund.
My worst Airbnb experience happened in Tours, France. I arrived around 21:00 to pick up the key from the box to the apartment just to find out there was no key from it and there was already someone staying in the same apartment. The other guest was surprised too. It happened that this other guest had a cousin living in the same town, so she left the apartment for me.
At first I was happy that I didn’t have to look for another place to stay… until I entered the dirty apartment. There was hair on the sheet, wet towels, and crumbs on the table. The host promised me clean sheets just the next day, but she gave me a refund for a one-night stay. The most ironic part is I got a bad review stating that I left the apartment dirty. I left it the same as I found it and a cleaning fee was included. Not recommended.
I am first time host and new to Airbnb, so I am still learning how to navigate the Airbnb system and their app. I accidentally posted two listings for one unit, which I thought would just promote my property. I received a booking from my first guest on August 22nd, which would have booked the guest from August 24th until September 8th.
I received another booking from a second guest. I was wondering why I received another booking, because the dates the first guest booked should already be blocked from my calendar. The second guest was still able to book my property. I called the second guest to explain that my place was already booked, and that I have no other property that I can offer her. The best way that I thought at that moment was for her to cancel the booking.
When she did, I received a message or email from the second guest requesting to cancel her booking. I thought I should click the cancel button which is displayed in the email from Airbnb because it said that I needed to respond to it within 24 hours. Not thinking that I would be charged the entire amount that the second guest booked, I cancelled her reservations, without knowing what would happen.
I just feel discourage from this incident. I feel that I have been ripped off by Airbnb. My second guest had to cancel her reservation five days before her arrival which I thought was more than ample time but I’m the one who is going to pay or be fined the entire amount she booked. Now tell me if that is fair.
I bought new towels and bed sheets, and cleaned and prepared my property for my guest. I provide the best service and amenities for my guest. However, with one mistake that I request my guest cancel her reservation and respond to it, I had to pay more than 60% of my total income this August. Is that fair?
Airbnb will get 60% of my total income from my property. What is left for me? I will pay my condo monthly dues, electric, and water. What is left of my pay out for august is not even enough to cover these bills. I just think it’s not fair for first timer hosts to be fine with losing such an amount. That is a lot more than my payout. If we give our clients a full refund as long as they cancel 24 hours or more before their check in, then why don’t we also do that and be considerate of hosts, especially first timer hosts?
It wasn’t my fault that I received a double booking. So why fine me? I don’t feel good about this. I’m afraid to continue listing my property here on Airbnb. I spent more money just to host and I’m getting less than what I’m supposed to earn. Airbnb gets more money.
My daughter and I had just left an Airbnb in the same general area of an island, pushed out by an arriving guest who got there first. This new place cost us $100 more a night than the cute, clean, architecturally-safe beach “shack” which we had just adored.
We drove up to the “new” place and couldn’t figure out where to park our Mini; there were cars parked in what might have been a front yard with their rear bumpers protruding out over the sidewalk. I hated to but I left the Mini stuck out past the edge of the concrete as an invitation to neighbors who hate Airbnb to spray paint its bumper.
We became symptomatic right away: sneezing, clogged noses and ears, shortness of breath. I have a bum knee, but my daughter is much younger than I and has perfect runner’s knees. Yet, she slipped every time she navigated the shiny, varnished stairs. When I grabbed a railing that had been installed at the front picture window, it came close to pulling right out of the drywall that held the bracket-thing that kept this banister holding the draperies in place. It became obvious that this makeshift grab-bar was intended not to assist a guest in climbing the stairs but to hold the curtains shut for some unknown reason.
Perhaps the worst feature of this Airbnb besides its shared space with a natural healer who kept office hours and left the entrance door unlocked with an invitation just to come in and who demanded that “the front door (porch) light be shut off at night because the light disturbed the children” by coming in their bedroom window were the bugs that seemed to cause new itches every morning and – probably the same itchy species – gathering in the bathroom at toothbrushing/makeup time.
It was obvious that these guest quarters were an afterthought, maybe up to code, maybe not. The ceiling in the sleeping loft was less than five feet high in areas with the supporting beams being so low as to invite a good solid head whack regularly. Crawling soon became the method of ambulation in and out of the upstairs spot.
And the TV. I am a regular television viewer but my preferences are not unique nor costly. In this Airbnb we got some kickboxing and some reenactment crime stories that are short of documentary quality. We got no basic cable (MSNBC, CNN) news stuff nor local news either. The TV was up in the “penthouse” and crawling wasn’t always on the game plan for the day. The stove worked, the fridge worked, and I think the microwave worked.
I worry all the time about damage or theft occurring to my precious 2009 Mini. Furthermore, it seems the place is either freezing cold or, until the AC has been on for over an hour, blistering hot.
Thanks for reading this, if you did. In summary, the first host was genuinely involved in making a guest’s stay pleasant and worth the money. The second host’s goal clearly was to decorate the place with dusty, cheesy artificial ivy and orchids and wait for the dough to roll in.
I live in Atlanta and had guests coming in from Bangkok to visit, so I wanted to show them a good time. I took three days off work in the middle of the week, as weekends are almost always booked up, and grabbed a really great looking cabin up in the Smoky Mountains. It had a hot tub, wifi, and best of all an air conditioner because summers up here get really humid and sweaty. I also took note that the place had no cell service – which is common up in the mountains – but with internet it should have been okay.
We arrived in the afternoon and stopped to buy $150 worth of BBQ fixings and snacks. Nice little town: the country folks are fun to people watch. Then we made the trek in to the scary dirt roads of North Carolina and found our way to the cabin.
The first thing wrong was that there was a guy parked in the driveway in a beat up old truck. We got out and started unpacking (strangers don’t scare me) and when finished, we walked over and asked if we could assist him with something. The young man said he was the pool guy, and got out and put some chemicals in the pool. Then he turned on the BBQ to high, heated it up to 400 degrees, and scrubbed the grill.
Meanwhile I was inside the living room looking at the huge muddy mess on the floor. It looked like somebody with hiking boots just tracked mud back and forth all over the living room. On the wall there was a thermostat, and under it was quite a large pile of drywall dust on the table. The table was also muddy. What the hell went on in here?
Outside, the pool guy turned off the grill and put the cover immediately back on. A 400 degree grill… yeah. As he drove off I watched from the window as the cover began to melt. “What sort of brain dead…” went through my head as I went outside and pulled it off. Too late – he melted a couple holes in it.
I went back inside and pondered the meaning of a $100 cleaning fee while I was on my knees with paper towels cleaning mud off everything. There was no mop I could find. The sun was heating up the place pretty good so I turned on the AC. The temperature inside went from 75 to 80. What? Why was the AC making it hotter?
Meanwhile, my friends were watching wrestling with a TV sound bar that was broken, and we decided just to watch TV with the speakers while I sent a message to the owner on Airbnb that the AC was not working. Remember there was no cell service here, which the host pointed out on the listing.
“Oh yeah. We had some messages about that. Lightning struck it and it’s dead,” replied the host.
“You did not think to inform me of that?” I asked, feeling a little bit like this vacation was getting to be a bit more stress than I had hoped for.
“Property management called you and left a voicemail,” he said.
He called my cell phone, at a cabin where it is documented that cell services don’t exist. To this point we’ve only ever interacted over email or messages on Airbnb anyway. What the hell?
“Somebody will be there tomorrow to fix it,” he told me. I thought only of the fact that more strangers would be walking around tracking mud all over my rental, interrupting my attempt to show foreign guests how great our mountain forests are.
Now, I’m a fully functional independent adult. Some problems happen, I deal and move on. I’m upset that my trip to The Cabin In The Woods has turned into a stress issue, but I pour myself a drink, sit on the sofa, watch Mystery Science Theater, and calm down.
At 9:30 PM there was a knock at the door. I thought it was the host, or a manager who had come to see what was going on. It was very much not. A family of four Chinese tourists stood outside looking puzzled. Maybe they were just admiring the man in his underwear sweating inside the cabin watching loud television… but no. They had rented the cabin too. She pulled out her phone and showed me. Yup, correct dates and address. In fact it was the same form I had. We share. She looked horrified, so I got dressed.
Now we had a real problem. I messaged the host on Airbnb and got no reply. I did some math; they outnumbered me, I only lived three hours away, so I decided to be the gentleman and give them the cabin. We packed up and left.
Before I lost wifi (and all connectivity for the next two hours) I saw a message from the host that said “Are you sure?” and I reply “I am leaving. I want a full refund.” and started my long midnight drive back to Atlanta. The Chinese tourists were exceptionally gracious, nice, and we all had a laugh about how insane the situation was. I hope they enjoyed their sweltering humid dirt cabin.
Once I had cell reception I called Airbnb and got their less than helpful call center. He asked me to authenticate. I did so. Then he asked for my credit card number. Not kidding. They record their calls; this seriously happened. I swore at him and hung up. There is zero chance he needed that. I arrived home to an email stating “Thanks for reporting your issue, we’ll look in to it.”
I spent the last hour on the phone with them trying to explain what happened: that I never got to use the place, that I had to clean it, and it was misrepresented in the posting. They said they will look in to it.
I know these things take time so I’ll give them two business days before I call American Express and just report the charge as fraud. Let them fight it out with Airbnb. I feel like this whole disaster was just a series of unfortunate events. If phones had worked I might have been able to work out a new place before I spent hours in the car driving home.
The host for sure dropped the ball on informing me of their issues and double booking a rental (what an idiot). Airbnb just seemed disinterested and clinical about it but if I were a huge corporation I would be too. What they do in the next 72 hours will tell. Lesson learned though. I will never book anything through this site again. I will use direct rentals only.
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.
This was our first and last booking with Airbnb. Having booked an apartment in Spain for two weeks, the booking was accepted and we paid the total amount. I was then informed by the “host” that she was now talking to another party who was interested in the same dates plus additional days. She cancelled my booking and I was informed by Airbnb that would I be refunded within five working days. This is not good enough and totally lacks any aspect of professionalism. Once a host accepts a booking, it should a commitment, a contract. Otherwise they should be banned from any further dealings with Airbnb. Secondly, the refund into one’s account should be immediate. Not everyone can afford to wait for the refund whilst financing an alternative accommodation.
We booked a house for my sisters wedding over ten weeks in advance, and paid upfront. However, the host decided to cancel our booking nine days before we arrived, for the following reason: their current guests had a house move which has fallen through leaving them homeless. It sounds very reasonable and completely understandable. If I had known in advance, I would not have booked this accommodation and taken that risk.
We looked very carefully and picked this property based on location and on our criteria. The hosts basically gambled to keep booking their property whilst knowing that house move dates are generally not the most reliable. Their reasoning must have been that they could just cancel any bookings if the house move didn’t move forward.
They have caused us a very large amount of stress and won’t admit that they should have told us of the situation in advance, or not taken any bookings until they had a property that actually was available. There’s nowhere to complain as Airbnb just submits the complaint for you saying that it was cancelled. In the meantime, other guests don’t know that these hosts don’t actually care enough about their guests to share relevant information.
I made a reservation through Airbnb for this coming August to Iceland. We paid half of the bill for $905, and the following morning I received a text from the host informing me her place was already booked and she apparently did not block it properly. I immediately called Airbnb, explained the situation and told them to cancel it and not process my deposit. The host also called them and explained what happened. Later in the day I called again as my deposit was still pending and I had not heard back from them. Of course I got another person, said she saw the comments and it would certainly be resolved. This morning I checked my checking account and, voila, they processed it. I called again and got another person who resolved it in five minutes. She said all she had to do there on their end was cancel it. Now why couldn’t they do that yesterday? Now, as we are a retired couple, we have to hold back on a few payments until the refund hits our bank, and that may take up to fifteen business days. There is absolutely no way to email a complaint to the main office.