Despite this, Airbnb policy cites that “many states” legalized marijuana, and therefore they allow its use by guests. As a host, you need to realize the potential for cross-contamination of guests, and your potential liability if you’re the cause. After over four years of solid five-star ratings and excellent guests, our number came up. We had the guest from hell.

The 21-year-old arrived on a “one-year break” from college, and claimed to have a job telecommuting and a full ride to a good school. When we showed her around the room, and the amenities, it was as if she wasn’t even listening.

A few weeks later she asked to turn the heat up at night. We had to point out that she had a heated bed. She often didn’t clean up after herself in the common area kitchen. Once, we asked her to remove dishes from the sink. She removed some and promptly added more. She routinely woke us up at 5:00 AM singing or talking loudly on the phone, and had to be reminded of the rules numerous times.

When her time was up on Airbnb, she asked to extend four months, and promised to follow the rules. One night at 4:00 AM, she woke us up yelling vulgarities. We texted her, “haha, quiet time please.” She later tried explaining it away as her watching and commenting on a documentary, as unbelievable as that was.

Two days later, in retaliation, she sent a text complaining of loud sex noises from our room, saying she had an interview to attend and asking us to keep it down. Then she texted that she needed to talk, setting up an appointment to meet in the kitchen. We set up a different time and she didn’t reply or show.

Later that night, she said that she needed to talk to us “about boundaries.” I texted her back the rules of the house, emphasizing the ones that she was breaking. She texted that she felt “uncomfortable” and made up a story about her catching us having sex in a common area within plain sight. We refused to give it credence and told her she had a week to leave.

Upon leaving, she demanded her money back for the rent, prior to room inspection, and sent harassing and threatening texts. We inspected the room and it reeked of marijuana. Servpro inspected it, found receipts for pot, spent vials, and paraphernalia. Their estimate was $1,500 to clean the room, contents, and high-touch common areas.

That night, her mom called and asks why we hadn’t returned her money. We told her the situation, and that she was liable to pay for cleaning to decontaminate. She wasn’t aware of her daughter smoking pot, and she wasn’t aware of the daughter’s promiscuity. We felt bad having to be the one to tell her.

Within a week, we got a call from Airbnb. The guest filed a complaint. We told our side of the story and sent pictures of solid evidence of pot use, spent containers, receipts, notes to herself with a daily schedule beginning with “smoke” at 6:00 AM. It didn’t matter. Airbnb removed our accounts, citing a violation of their safety policy and providing no other evidence. They refused to pay for the cleaning, saying that their policy does not prohibit marijuana use, although we explained that there were many federal facilities in the area, and workers are subjected to drug testing, including marijuana as it’s a Schedule I federally controlled substance.

The guest was using oils as well, and it was all over the place. Future guests, mostly professionals, could test positive on random drug tests and lose their security clearances and jobs by coming into contact with the residues in the room. Regardless, Airbnb refused to pay, and we were banned with no explanation other than the vague violation of the safety policy.

Other than the cleaning costs not being refunded, we were glad to be done with Airbnb, as it was an eye-opening experience. Reading other experiences of hosts here cemented this decision. Again, beware of Airbnb’s tolerance of federally illegal drug use by their guests, and let these hosts’ experiences here be a lesson to those thinking of doing business with Airbnb.

The post Warning to Hosts Allowing Renters Who Smoke Marijuana appeared first on Airbnb Hell.

Then he claimed he had a medical prescription to smoke weed. He informed me that he arrived in my city to see a psychiatrist, as he was ‘crazy’. He showed me other medicine he was taking. The man was very tall and huge, triple my size, and he was screaming and shouting. He was throwing his things against the wall.

I thought I was in a horror movie. I was absolutely terrified and scared for my life as a single female being in the house with him. I contacted Airbnb and they told me that they were cancelling this reservation. However, they couldn’t “reach” the tenant and it was I who had to inform him, evict him, and to involve police. They washed their hands of it, leaving me by myself with an aggressive man who was threatening me and refusing to leave.

That was not the end of it. Airbnb sent me two emails informing me about their Million Dollar Guarantee, probably expecting me to claim a lot (fortunately, nothing was damaged). At the same time, in a third email Airbnb immediately accused me – instead of apologizing for their total lack of help to evict this tenant from hell – by issuing me a warning that my email to the customer service was discriminating.

Just to clarity, in my email I simply asked them how they ensured the safety of hosts because people who have mental issues of such proportions get on the platform. What policy is there in place to protect the hosts? Apparently hosts cannot ask valid questions like that, or they are shut down immediately as it is deemed “discrimination” by Airbnb. They even sent me a link to anti-discrimination policy.

What a scam. They lie in all their communications. They abuse and effectively blackmail hosts – preemptively – to ensure no claims for damages are filed, and so they don’t pay. When I asked what action they did take against the tenant, they didn’t give me any details; as per their policy, it’s an “internal” matter. They do what they want and how they want, as long as these guests from hell pay them commissions.

Airbnb really scams hosts because they provide no guarantees for safety and security for our homes. Even if Airbnb covertly turns our homes effectively into asylums for mentally ill people, it’s okay because Airbnb can still make some money off it. They don’t care about hosts, just use and abuse us to make commissions. I really can’t wait till they file for IPO as then all their scams and abuses will explode right in their face, and the market will punish their abuse immediately. Airbnb won’t be able to avoid class action lawsuits at that point.

The post Airbnb Guest from Hell Blackmails Host to Not Pay Damages appeared first on Airbnb Hell.

Let me give you an example of my hosting experience as a case study. As a host with over one year’s hosting experience and also a Superhost, I received a call from Airbnb customer service about my availability for hosting a guest at the last minute. Please think twice before you accept any reservation over the phone from Airbnb as your safety and well being is not as important as getting a customer a place to stay.

In my own case, I confirmed the reservation and advised the guest to check in within two hours as I noticed they were already available on standby to check in within ten minutes of booking. After accepting the reservation over the phone, I notified the Airbnb customer service person to confirm the reservation with the guest and make sure the number of people on the reservation was the same at the time of check in. She said yes and also advised me she would inform the guest.

Surprisingly at the time of check in, two guests were booked on the reservation, while four guests showed up. This was not a problem at all, as it could be corrected by the next day. The major problem was as follows.

Within an hour of checking in, three unauthorized men came in and out of the apartment at 15-minute intervals. Within two hours, I was able to count about ten different men coming in and out of the unit. After investigating, it was confirmed that the guests had been using the unit for business with men and also smoking drugs which could easily be smelt in the entire house due to the central heating and cooling system.

Evidence showed all of the above and the case was reported to Airbnb. The guest needed to vacate the unit due to this reason and considering infants were also in the upper unit whose health could have been risked because of the smell and odor of drugs used.

Can you believe that Airbnb suspended my account due to this reason, claiming zero tolerance and health safety issues, while the guest in question still has an active account?

Well, as a host or someone planning to be an Airbnb host in the future, you need to be very careful. You can be treated as a nobody, may not have access to any of your profile information which you have worked hard to build, and may not even be able to use an Airbnb account for any other hosting purposes. If you think you are currently doing good on Airbnb as a host and you want to expand and add more units or spend more to invest on the business based on your current outcome, you need to be careful as you can be taken for granted within seconds.

To my surprise, I do not expect any resolution and treatment from Airbnb, as it was shocking. A guest can ruin you in half a second and nothing will be done to you. I do not see any host protection at all as anything can be said against you and so shall it be via Airbnb.

If you are a host and reading this, you need to ask why you were not considered a part of the community as well, and that there is zero tolerance against the damage of reputation against hosts in their own home. With all this, is it worth having to set up an Airbnb?

The post Airbnb Zero Tolerance and Account Suspension appeared first on Airbnb Hell.

I had a super intense depressing day. All I wanted to do was just take a shower, lie down, and relax. I recently had a fire and lost everything so I got an Airbnb yesterday. Everything in the post was a lie: it said it had its own entrance; it said it had a hot tub; it said it had two beds in my room; it said it had heat; it said it had a gym.

I came to find out the house that I got dropped off at after I spent $30 for a Uber ride wasn’t even the address listed on the post. I found this out when a girl from across the street came out and said she was the Airbnb host. I walked across the street and asked her why the listing said it was that house. She said that it was a glitch in the GPS.

I walked inside the house and there was no heat. Mind you, it was below zero outside. The whole house was nasty and trashed. My room was not the room in the post. That it had no heat was bad enough, but she also had a bunch of people there. She was doing drugs inside the house with all her friends.

There was no hot tub. I didn’t have my own entrance. I mean basically everything was a complete lie. I got on the phone with Airbnb and they ended up telling me to leave. I ended up walking a mile to get to the next closest place. Mind you, it was below zero and I just had the worst week of my life. I ended up at a Wawa convenience store. My phone’s going to die here.

The Airbnb people told me they were going to comp me some money to go somewhere and get some food until they figured out what to do. They told me they were going to call me back. It’s the next day and I still haven’t got a refund or anything. I had to spend another $30 on a ride, spending extra money out of pocket to stay somewhere. I missed a day of work and got written up for it. It’s been one thing after the next and they still haven’t even called me or done anything to fix my issue.

The post Most Terrifying Airbnb Experience, Haven’t Received Anything appeared first on Airbnb Hell.

Since then another house was rented out in a swankier part of town. This party was featured online as a paid admission event and had a very vulgar name that suggested a possible front for prostitution or at least booty calls. This party was scheduled for three days over Labor Day weekend. Underage looking people were seen going to the premises, a man was seen masturbating on a nearby corner, and I was told of loud music and fireworks in early morning hours (fireworks are not legal in WC).

Fortunately, citizens contacted the police and it was shut down. I contacted Airbnb about these concerns and their reply was to contact the renter, host or local authorities. Perhaps they need to verify that these rentals are legal to begin with.

The post Illegal Airbnb Rentals, One Where a Shooting Death Occurred appeared first on Airbnb Hell.

During my time away I asked another Superhost friend to stay at my place to look after it while I was away. A guest who also lives in New York and had no reviews booked two nights seven days before her stay. After her visit she opened a dispute. They never told us what it was about. However, to paint a little picture of her, she brought a drug dealer into the apartment and smoked weed with a friend she brought over without asking.

This morning I woke up to find they’d cancelled all my bookings and banned me and my friend from Airbnb, which was a major loss of income. Of course, Airbnb is not letting me talk to anyone and gave me the standard “The decision to remove you from the Airbnb community was made after gathering and carefully reviewing all related documentation and communication from the parties involved. We consider this decision final.”

…despite the fact that I’m currently in Australia and never met her or spoke with her. Way to give a huge dose of anxiety.

The post Banned When the Case had Nothing to do with me appeared first on Airbnb Hell.

She seemed fine in the beginning but her stories got weirder as the days passed. I figured I was okay and I’d be gone soon enough. As for my own idiocy, I accepted a cup of tea from the host. She assured me it wasn’t weed tea or anything else funky; this was since I informed her I was supposed to get tested the next day.

I woke up a little fuzzy thinking it was the Denver altitude sickness. I went confidently and handed over my urine with not a worry in the world. I then woke up the next morning 5:00 AM to the host and her boyfriend beating the heck out of each other, then I was assaulted when trying to stop him from smashing her head into the floor any further. She climbed onto the roof, he ran, and the cops came. Maybe she was looking at aliens again…

Long story short, this was the most psychotic experience of my life. I failed my drug test, lost my job, and am now part of a criminal investigation. Airbnb has done nothing for me nor does it seem they care. I have other job offers and will stay in a homeless shelter until my first check comes in. My entire life has been turned upside down.

Airbnb sucks. Once I am back on my feet I am prepare to pursue and pay for a lawsuit until I regain my dignity and justice is served. This ordeal has ruined my name, upset my family and caused me to possibly have a breakdown.

The post Drugged and Assaulted at Airbnb in Denver appeared first on Airbnb Hell.

On Tuesday, there was no communication from Laurence. I took the initiative and contacted the mobile number given asking for his arrival time. There was an exchange of messages. I repeated several times that I would not leave the key with my neighbour. Because the guest would be arriving while I was at work, he would have to arrive after I’ve finished work, around 9:30. My policy is always to be in when people arrive, I’m not giving a stranger keys to my home when I’m not there.

The young man arrived. His name wasn’t Laurence – let’s call him Gilbert. I showed Gilbert around the flat. He settled into the room, had a shower, and went to bed. On Wednesday I was out early, returned for lunchtime, and saw Gilbert briefly. I left the apartment mid-afternoon, and returned around 8:30. I wasn’t sure if Gilbert was in his room or not.

On Thursday I left early and was out all day, returning home around 7:15. There was no sign of Gilbert having been in or out the apartment. On Friday I left early, returned at lunchtime, and noticed the shutters to the guest room which faces the street are still closed. I knocked  on the door to the guest room several times. After getting no response I entered to find a very dead Gilbert curled up under the duvet. His suitcase was opened but not unpacked. There was a bag next to it with quantities of medications, and blister packs opened. I didn’t look too closely because I didn’t want to touch anything. There were several empty beer bottles.

The remainder of Friday afternoon was spent dealing with the police. Eventually the body was removed and I spent that evening deep cleaning the flat. I’ve had to throw out the mattress (looked like blood had been vomited) as well as the bed linen. On Friday night, his parents called me, saying they had not heard anything from Gilbert since Wednesday, asking if he was alright.

“The police will call you Madam.”

“What do you mean the police will call me? I don’t understand…”

“The police will call you Madam.” That’s all I can say. I put the phone down and switched it off.

On Saturday, his parents flew into the city. The mother called me in tears. I agreed to meet and let them in the flat to see the room where their son died. On Sunday, I was back at the police station repeating myself: “When did I last see Gilbert? Did I hear anyone else come in or out the apartment on Wednesday night? Did he allow anyone into the apartment? Did I observe anything about his mood?” Anyway, I’m not suspected of anything, but this is still nerve racking and extremely unpleasant.

Until the autopsy is carried out on Monday, the cause of death can’t be determined. I guess he either chose my place to commit suicide, had some undiagnosed medical condition, or died accidentally. I’m continuing to host on Airbnb and I’ve changed the settings, so everyone has to request to book. I’ve made the house rules even more explicit and will copy and send to prospective guests who must read through and confirm them before I’ll accept the booking.

I’ve reiterated I have zero tolerance for alcohol/drug intoxication as well as stating I must be told about any underlying medical conditions such as diabetes or epilepsy which might cause an emergency. Guests should also give me emergency contact details. I’ve said that I will meet guests in the street outside the apartment and if their photo ID doesn’t match the name of the person who made the booking they won’t be allowed in the building, let alone given the keys to the apartment. You have to protect yourself in this day and age.

The post Airbnb Guest Booked Property to Commit Suicide appeared first on Airbnb Hell.

However, even though we took photographic evidence of all of this, we are still being refused a refund. The host even had the cheek to say we are just scared foreigners (we have been in Paris a year working). We are constantly fighting with Airbnb, who just seems to completely ignore their own terms and conditions on this. Even though the host provided no evidence, they believe him over our photos. How is this happening?

We have sadly now had to waste more time getting legal proceedings going. As we needed a place to stay, we had to fork out another 4000 euro; we are not made of money. The service is just appalling. They keep citing terms and conditions yet are actively ignoring them.

The post Unsafe Airbnb with Drug Dealers in Paris appeared first on Airbnb Hell.

These are the facts about what happened upon arrival at an Airbnb residence in London. My partner’s father and grandmother, residents of Germany, were visiting myself and my partner between Sunday, June 17th, 2018 and Friday, June 22nd, 2018. My partner’s grandmother has not visited the UK before and this will be the last time she will travel to there.

Upon arrival in the UK, my partner, my partner’s father, my partner’s grandmother and I went to the Airbnb residence. Upon arrival, we were disgusted with the cleanliness of the apartment, the floors being sticky and with clear connotations that they had not been cleaned in a while. There were also several stains on the coffee table.

This was not the worst part, as upon inspecting the flat my partner’s grandmother (a woman in her 70s) found what she thought to be a transparent sealable spare button bag. While looking at it, the unmistakeable stench of cannabis wafted from within. This was found at the base of the kitchen counter, clearly seen from any place within the room. When investigating further we also found remnants of cannabis cigarettes both in the rear sliding doorframe as well as just outside the door.

We took pictures of the bag as well as one of these used cannabis cigarettes which we placed on the counter to clearly be seen against its black surface. On top of this we have the physical evidence. Immediately we were in touch with the Airbnb team to escalate the matter and ask for a refund. We were directed by the support team towards both the resolution centre and asked for a refund from the owner of the property.

Upon the owner not accepting the terms, we contacted Airbnb customer service directly. This is where the level of service provided to us has been shocking to say the very least. Due to the language barrier, as well as no help from Airbnb to resolve this, the verification stages for me to represent my partner’s father were practically impossible to do until he was asked to call them directly to verify his representation. This was the initial issue that was not resolved in a professional or timely manner by customer service representatives.

After this shocking experience for my partner’s grandmother as well as the terrible customer service my partner’s father and I experienced, I was finally verified to speak on his behalf. My grandmother has not seen or ever come into contact with illegal substances in her entire life. A reminder at this moment that we found illegal drugs in the apartment with photographic evidence as well as physical evidence to support this.

I have called the customer service number multiple times, speaking with several agents that represent Airbnb’s so called ‘service’. They refused to give me their representative ID numbers. Upon asking to escalate this issue several times and asking to speak with either a manager or someone who is more equipped to deal with my service issues, every single representative said that they could not pass me to a manager or an escalation point.

Upon exploring potential options such as transferring me to another agent, to a line manager, to an escalation point, to even physically leaving their desks to walk to a ‘managerial’ department, I was refused service. To help understand what customer service is, here is a definition of “customer service” by Oxford Dictionary:

The help and advice that a company gives people who buy or use its products or services.

To this day, I have received no help, only excuses for how Airbnb is structured into different departments with zero points of escalation. No advice on the next steps, only excuses stating that this ‘ticket’ is with the escalation team, a department that has no customer facing contact point. Finally, there has been no answer as to when this will be finished.

I have been in contact with our professional legal team to settle these matters publicly with the overarching support from the police, who will be notified if we do not get an answer/refund as soon as possible. Having been ten days since originally escalating the issue to the ‘resolution centre’ department, this is unacceptable and we will be taking further action if there is no resolution or response by this Friday (June 29th, 2018). What are everyone else’s thoughts on this? No opinions about illegality/legality of cannabis please – this is a Class B drug in the UK.

The post Illegal Drugs Found in Airbnb Upon Arrival appeared first on Airbnb Hell.