Harassment by Host After Ignoring Check In

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We booked accommodation in Madrid from January 19-22, and as previously agreed with the host we were supposed to arrive between 12:00-2:00 PM. We sent a text via Airbnb inquiring as to who would be available to meet us, with no response from the host. As agreed, we arrived at 2:00 PM, and found the main door of the building locked and with no response from the host to several phone calls and messages made to her registered number.

We waited outside for more than three hours with several calls and messages during the time, only to find her mobile was switched off the whole time. Finally around 5:00 PM she made it to the apartment and showed no remorse for leaving us stranded, instead asking us to look for another place if we were unhappy. Her attitude and mannerisms were extremely unprofessional and rude, and instead of containing the situation, she talked down to us and was very aggresive. She did not help us settle in, did not show us the amenities or even how to get the wifi started, which was already a problem.

Half an hour after moving in while we were using the shower, we had a neighbour bang at our door, non-stop buzzing and yelling and complaining about water leakage from our bathroom to theirs. They mentioned complaining about this water leakage to the host in the past, with no action from her. We were asked to immediately stop using the shower. We paid for all amenities – not only did we lose half a day for the host to show up, but now we were also asked not to use the shower. The wifi also stopped working soon after that.

The host was extremely rude and aggressive, and as confirmed by Airbnb support staff, she also repeatedly used profanity, and threatened us with cutting off the water supply if we were not available when she would send someone to fix it. As of 3:00 PM today, we have been forcefully vacated from the accommodation with no proper/prior notification. Airbnb denies the confirmed mistreatment and unprofessional attitude of the host, which has all been documented in Airbnb messages to us. Furthermore, we were asked to immediately vacate the premises by Airbnb with the assurance that they would take care of re-booking us immediately.

This booking we made with the host was fully prepaid, and as per Airbnb rules, the payment to the host is only released after 24 hours of check-in. Our first complaint was registered 20 hours ago. Kindly refer to the complete communication in the email trails between Airbnb support team and me. We have been repeatedly threatened and harassed by this host in person, via text and phone calls, all of which have been documented and shared with the Airbnb team. We are still waiting to hear from Airbnb regarding an alternative accommodation, and are literally on the street for the next two days, with no communication from their team regarding the above or even our money. We are looking for a full refund, and a solution to our current dilemma.

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Stalker Host Keeps up Messages for Weeks

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I had a reservation for last week and had stated that I’d try to arrive at the host’s place by the 9:00 PM check-in deadline. I flew instead of driving, so I was on the property at 5:15 PM. I had to request the address several times, but could’ve been late because I was flying. The host was very rude when I called, saying that I wasn’t supposed to arrive until 9:00 PM… I never said that.

The property exterior was really junky: some cats on the porch that I was allergic to. Airbnb was awesome, though, when I had to cancel the reservation. I didn’t say terrible things or write any review; I just went to a hotel and called Airbnb. Now, a week later, I’m getting texts in the middle of the night from the host, ranting long paragraphs about what a terrible person I am. I had to call Airbnb to be sure that the host didn’t get a copy of my driver’s license. I’m happy to know that hosts do not receive that information, because she is still sending the messages today.

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Host tried to rip us off. Two months later, no refund.

A friend and I booked a property for two nights in Salamanca, Spain. The price was 30 Euros a night. After we had stayed one night, the host told us that she had made a mistake on the listing and the price was per person per night. There was nothing wrong with the property; it was in a good location and clean. However, having spent two months traveling in Europe this summer, it was most certainly not a 60-euro room. We told the host that this was outside our budget and she told us we had to pay her 60 euros or leave. We checked out and found another property straight away. When I applied for a refund, the host rejected it, saying we had not left the property until 3:00 PM. I have messages through Airbnb to our new host at noon asking if we could come early, as we were on the street with our bags. Airbnb has never followed up. Two months late, and we still have no refund.

Toronto Host Gives us Runaround for Six Hours

We asked for an early check in and our host said it would be fine at least three days before check in. As we were driving she asked for an estimate as to what time we’d arrive because her previous guests asked for a late check out. We arrived about an hour before check in to drop our luggage and leave. That’s when we heard a key enter the lock to the outer door and a man walked in, said “sorry,” and disappeared. We were scared as he opened the door with a key and then was gone when we went out to ask him who he was. So we immediately left and called Airbnb to say we were uncomfortable and wanted to leave with our money back. They said they had to speak with the host and figure out the whole story. At that point we had been driving around for about an hour in another country with all of our stuff in the car, having nowhere to go. They called back saying they were having trouble getting in touch with her and that we should try to go grab something to eat. As we’re eating (now about two hours after the incident) the customer service representative called saying that it was “probably” just the cleaning guy and that we shouldn’t worry and to just go back to the place. No one could tell us definitively that it was a cleaning guy, but it probably was. For all we knew it could’ve been the previous guest who still had a copy of the key and could come in at any time during our three-day stay.

After being hung up on twice and being on hold for about two hours they also said they couldn’t give us a refund; only the host could. We tried to get in touch with her and she said to “go ahead and cancel” to which I replied: “Will we get our money back?” She didn’t reply for another five hours. Airbnb refused to help us, saying they needed to protect their host and they couldn’t take her money as it couldn’t be proven we were in any immediate danger. No one cared that we were not safe and felt uncomfortable and had to barricade the door with the couch just to feel safe; they had to protect their host. To top it all off, after we returned home the host sent an email requesting money saying we checked in early and wasted her time because she was on the phone with Airbnb for 39 minutes. She wasted the entire first day of our vacation and she wants to be compensated. Absolutely the worst customer service I have ever dealt with.

Host Didn’t Respond Correctly and Won’t Give Refund

We booked an apartment on the morning of April 12th after having confirmed with the host for an early check-in time as was allowed in the Airbnb rules. The host confirmed and said it was fine. We left the previous apartment where we had been staying and reached the given address. Then we contacted the host for the keys and he didn’t reply. He started saying he could not let us into the apartment before 6:00 PM; we reached the apartment at 10:45 AM. We started beseeching him, saying that we had only left the previous apartment because he confirmed with us… now he starts saying he couldn’t check us in before 6:00 PM?

It was really unfair when we booked the apartment and then someone says it is not possible. After an hour-long discussion with the host I said I would be cancelling the booking as it was not possible for us to wait till 6:00 PM with family and luggage. He messaged me by asking where we were. I told him we were waiting at his door step, which was unfair. Then he refused to give a refund and started saying that he would offer a 50% discount. I said I didn’t even have the keys yet… how could he deduct the amount? It was because of his own rules.

I would welcome any suggestions as I have requested a full refund. The host has not been replying anymore. We were not able to cancel our booking, so we didn’t get a room in Paris that day, just roamed from one hotel to another because of this incident. At night we got an apartment from booking.com and then I cancelled my Airbnb booking. I had a talk with the host to refund 50% of the cost, which has still not been done yet. I’ve attached screenshots of the messages. I don’t want to lose this money. This has made me lose trust in booking from Airbnb.