Bad Airbnb Owner Trying to Scam Guests

My wife and I chose Airbnb to find a location to have our wedding reception. The first day was very busy getting people from the airport, getting and putting up decorations, helping the caterer, and so on. Given that, we noticed but disregarded the broken refrigerator and dirty house and other odds and ends. We took a couple of pictures but carried on getting things done.

The week went by, and we head home. My wife received a message from the owner saying that we damaged many things and needed to pay $300 in repairs. She messaged her back calmly saying that these things were already broken and sent the pictures timedated to her as proof.

She said that her management service is very thorough and accused my wife of lying. She became very hostile when my wife pointed out all the other things that were substandard with a $3000 house rental. She insisted that we were lying and gave my wife a very negative review saying, “It would have been nice for you to be honest about it.”

Now she is publicly calling my wife disrespectful and a liar when we have the proof of her management company’s negligence. To add insult to injury they have deleted my wife’s review of the house while the owner is still allowed to publicly bash and harass us online and on her personal email.

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Airbnb Host Falsely Accuses Guest of Theft

I stayed at a place in Lyon, France I booked on Airbnb. The host was in fact not an individual but representative of a company called Flat Fish, which manages a bunch of apartments in Lyon. I left the apartment in great shape, following all the checkout instructions.

The host wrote to me the next day (about 24 hours later) saying a radio was missing. I wrote back that I am not responsible (I did not even turn it on during my stay; I don’t know if it was working or not).

The host later filed a claim for 700 euros through the Airbnb resolution center. Doesn’t this sound like a scam? The evidence they presented was a photo of a table with nothing on it, saying “the radio was there.” I think it’s likely that other people (cleaners, property owners) entered the apartment after I left and before the host entered, but for some reason they accused me.

The host may not be in on this, but still she’s becoming an accessory. I am a model citizen, with a great career, no criminal record, no financial problems, and zero debt. Still, Airbnb took this seriously and are investigating it. This is not like I spilled coffee on their white sofa, what they are accusing me of is a crime, a serious theft. Shouldn’t they have gone to the police instead?

I really enjoyed using Airbnb in the last 4-5 years on more than ten occasions, but if they side with the host here then I would definitely not like to take such a risk again. What do you guys think?

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Airbnb Didn’t Explain Why I had to Change Places

I have copied my conversations with Airbnb regarding this story.

“This is your resolutions expert from the Airbnb Trip Team. I hope this message finds you well. This ticket was handed to me to ensure you have a continued support. Please give me time to review your concern. Rest assured that I will work on this case in accordance with our guidelines and policies. I will give you an update as soon as possible. If you happen to have question, please do not hesitate to ask, I will be here to support you.” 

“Thanks for contacting me. Note that only on October 27th that I will be back to that hotel and I will recheck the place. I will take some photos and send them to you. Note that I am living in Cairo, so I have a lot of things: a table for a laptop, luggage, clothes, shoes, printer, etc. I must stay in a large room, clean and comfortable. It must be perfect. Not too expensive like that one. I also need a place to study, because I am studying Arabic here.

I just arrived here at the new place and the receptionist informed me that room will be available only tomorrow and I must stay in another hotel that belongs to them, again with my luggage up and down (40 steps). I do not know what it is better, to cancel this one or try a discount here. It is up to you. Talk to them and explain my situation, please. Thanks. They informed me to come on October 27th after 12:00, but then they changed it to tomorrow after 12:00.”

“Thank you for responding to my message, and for giving me your side of the story. My apologies for the late response as I was out of the office from the time being you responded to my message. In your message, since you and your host had an agreement of you checking in on their listing starting October 27, 2019, I would like to know if you were able to successfully move in. May I ask as well if, you encountered another issue in the listing afterwards. If yes, you may proceed giving us all the documentation that you have to support your claim for me to be able to verify. Looking forward to hearing a response from you soon. If you happen to have question, please do not hesitate to ask, I will be here to support you.”

“I am so sorry but I am sure that you did not read my message to you before, so I will repeat it below. I agreed, through the site, with my host that I would arrive at the hotel on October 25th at night (he agreed and accepted through the site). I paid by my credit card. Note that I am living here in Cairo, so I have a lot of luggage and things. I came to the place, as agreed, and the receptionist from the hotel informed me that I would stay in the hotel only on that day, October 25th, but on October 26th and 27th I should stay in another hotel and that I must be back again at that hotel on October 27th. Imagine me, with all these items, having to be moved from place to place in a short time, staying here and there and having no firm destination, in a strange city and in a country which is not mine.

Do you understand everything so far? I need to be clear how much it pissed me off, how much it scared and tired me in the middle of the night, and how much trouble it brought me unnecessarily without knowing why. I did not accept all that and returned to the apartment where I had been. The owner, who is a spectacular and kind-hearted person, seeing my trouble, let me stay there without charging me anything, and it didn’t end here.

As the hotel boy had said I should return on October 27th in the afternoon, I returned at 16:00 and the same person informed me that no, that I was only supposed to come on October 28th in the afternoon. I had to return again with everything. This time I went to the other hotel indicated by the person in this hotel, where the guy who helped me carry my bags ended up damaging one of my bags… more inconvenience.

Finally, after this whole epic, I’m in the hotel, but guess what? There is no water to use the bathroom or shower. The cluttered kitchen and badly-cleaned utensils, the unhygienic, much less sterilized bathroom in the room, and the shower stall is grubby with dirt. Have you understood everything so far, or will I need to draw a picture and show how angry and upset I am with this whole situation?

Please make it clear to the Airbnb security team to review my history and note that I had stayed at this apartment several times before and that never, never, never had I had any kind of disturbance there. The host is a good person with great behavior, a super host and has had other guests from Germany, France, China who have stayed there who can prove what I am saying is true, if necessary.

Now I made the following decision, because of all the past trouble and loads of luggage and things I have I don’t want. I don’t want to move anywhere anymore. You need to get in touch with this hotel, make the situation better here, solve their problems, and not let them affect me, because I’m paying a lot to stay in this place. At this house I was paying R$1,700. Here I paid R$4,000 and it is not even close to the quality of the apartment where I was and on top of that there is this problem with the lack of water. Let them arrange a great immediate discount on my bill for all these inconveniences so far, and god knows how many more I have to face until the day I check out. We sincerely look forward to the arrangements and discounts to be taken by Airbnb for this particular case. Thank you very much. I will send some photos later. I will have some meetings today and tomorrow.”

“Thank you for responding to my message, and for giving me your clearer and further side of the story. I already reached out to your host regarding this matter, and I am waiting for their response. As I’ve checked your interaction with the host, there is nothing registered on our Airbnb Messaging platform. I would like to ask you to communicate with your host using our messaging, so that everything will be well documented. Once your host responded to my message, I will also give you an update. In case that you have question, please do not hesitate to ask, I will be here to support you.”

“Note that the host came to my room to inform me that he will refund me for those two nights (October 25th and 26th) that I was not here or another hotel. This is okay, but what about all the inconvenience, stress, and trouble caused? I need the host to give me a discount on the total paid to him. If he can do this, everything will be perfect. Thanks a lot for your prompt response.”

“Thank you so much for responding to my message, and for giving me an update regarding this matter. I also received a message from your host stating that, when you arrived on the listing, they informed you about everything and you agreed with their statements. The host added that, when you arrived on their listing, you hadn’t completed the payment, and advised them that you would complete the payment later on. Regarding the water, the host said that the water shortage was just a few hours and the city workers were fixing the water pipes, which is clearly out of their hands. Furthermore, I confirmed with your host that they are willing to give a refund for the two nights which you didn’t spent at the listing. I tried checking if there will be any additional refund for the said reservation; however, the host has the discretion to indicate the amount that they want to have on their listing as a nightly rate. Once you confirm the refund for two nights, I will go ahead and process that one for you. Looking forward to hearing a response from you as soon as possible.”

“Want to know something? I am tired of being called a liar. I am 57 years old and I have no need, after going through so much trouble, nervous and angry and bothered, taking my bags from here to here, up and down on your orders, to be lying or making up something about what happened. Whether you believe me of not, I don’t like having to be repeating myself all the time and having to prove this or that. You take so long to answer me that time has passed, the dust has settled, and that’s all.

I repeat that I have been with Airbnb for over a year and with my track record you should know more about me and my concept of honesty. I will remain in Egypt for a long time but I will certainly not be staying with Airbnb, unfortunately for the simple fact that I am being treated as I am at the moment and always discredited. I was honest even when I made it clear to your security department that I would not need Uber to make my transfer.

I will return to Cairo in January and plan to use the services of Booking.com or Expedia.com. Let this case go. Keep believing in the host. Congratulations. The future and god will show you who was right, not me. I’m tired and exhausted with all this. Enough for me. I will finish my stay here and when I return to Cairo I will use another service, simple as that. I hope I don’t have to explain myself so much, prove anything to anyone, and have more peace and quiet to finish the work I came here to do.

I hope my Airbnb friends have had a great night’s sleep, because I didn’t have this privilege. I went to sleep today at 8:30 in the morning, because there was renovation, construction, and a lot of noise – chainsaw on, hammer knocking, dragging things, a real hell on earth – at 5:00 AM near my room. Once again, if you don’t believe me, talk to the hotel receptionist, who was also here at that time. I even called him to my room to hear the noise.

We went out on the balcony to check where it all came from. He said he would ask them to stop but the work and noise continued until 8:00 AM. I woke up now at 3:20 PM with a huge migraine. My head seems to be exploding so much that it hurts. I already took three pills and they didn’t help.

I spoke again with the receptionist. He assured me that tonight the noise would not be repeated. I doubt that very much: here they do what they want, where they want, and when they want. I want to know how I cancel my reservation here and if I will not lose anything already paid, if I will receive my payment in full due to all these inconveniences experienced so far. I no longer want to go through this psychological mess and no longer lose any sleep at night or wake up startled by the sound of sawing and hammering at 4:00 in the morning. I don’t want to use Airbnb anymore. I want to cancel everything and get my full money back. Please inform me quickly.”

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Airbnb Inefficiency for Explanation on House Rules

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Airbnb does a great job helping guests with their suitable short-term accommodation, and hosts with extra income for accommodating guests. I have had great stays all this time, until I met this host who first of all posted confusing house rules, then ignored my messages when I tried to confirm if she was going to charge for any extras. Airbnb did not have any answers.

Why were there such misguiding house rules on the listing? Why was my host ignoring my messages especially where I asked if there was any extra payment she was going to charge me? Airbnb’s support team put my call on hold for 1.15 hrs and my feelings turned negative after observing a “no intentions to help” attitude from the first supervisor I was brought onto the call with.

In addition, they had no clue about the rules in the listing and they could not provide any explanations. They let my money go to the host even when I informed them about my discomfort within 48 hours of my booking. The host has kept the amount in full ($302.61 when the normal cost on other days are much cheaper) even when I did not visit her place, and kept on informing her that Airbnb has suggested I not cancel the trip because of her strict cancellation policy.

I’ve had very good experiences in past with nice hosts, but this was one terrible experience due to a very inconsiderate and selfish business. I want nobody else to suffer like I did. Please be extra careful with this listing, house rules, cancellation policy and double check with the host before booking.

Customer service was not helpful at all especially when it comes to accepting their own flaws and working on them. The only way to file a complaint is through a feedback form which again goes to the same people who give the same response: whether I get a full refund or not is at the host’s discretion.

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Additional Fees Make Prices Difficult to Determine

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This site is a scam and they take no action into making their clients happy and making things right with both hosts and guests. They’re always on the hosts’ side, trying to make excuses because of their “terms and conditions”. There is no reimbursement whatsoever for any reason.

When I reserved a property, Airbnb had given me a time to check in between 1:00-3:00 PM. When I arrived to check in at 1:00, I was pretty much yelled at by one of the hosts about the fact that “check-in was only to be made after 3:00 only” not before. When I mentioned it to the host, I was given the offer to cancel my reservation without any charges but I wasn’t going to be able to find anything else at the last minute. I decided not to cancel since I had nowhere else to go.

It looks like charges are wrongfully made the minute you make that reservation, which is not supposed to be done that way. I made a request for a one bedroom with two beds. Anybody would think that that would include at least two people, especially when I mentioned to the host that it was for me and my father. The host never mentioned anything about the fact that if it wasn’t just for one person that the price would change and told me to immediately change my reservation to two, not just one.

The minute I was told about that rule, I decided to just leave my father there due to his health. I decided not to change the reservation and just leave it for one person. I came back the next morning to pick him up and just cancel the deal. I handed in the key to the host and made it clear to his knowledge that I would no longer be staying.

Another thing I also now see on the receipt: the cost for the night, according to their advertising on Airbnb, was changed from $29 to $34.75 for my reservation for four nights. Was the extra $5.75 charge because of it being for two people or what?

When I contacted Airbnb about the issue, I was supposedly going to be helped with my terrible experience by requesting the host to accept the refund and keep me aware of the results, which a welcoming and reasonable host would do to an unsatisfied client. I was later informed that they had denied my request of being refunded for the nights I would no longer be staying at the property and using their service, as if it was only according to them.

As I was being informed, all they did was show signs of being on the hosts’ side and not caring in regards to the issues I had encountered. I considered myself being legally robbed because of my agreement to their terms and conditions.

I was also emailed about an extra $20 by the host because of the reservation having to be made for two people. I denied this because only one person had resided that night. I wondered what the outcome on that would be.

Do not use Airbnb. There is always a catch for cheap affairs. My irrational and insubordinate hosts have great reviews maybe only because of the fact that Airbnb doesn’t even give the unsatisfied the opportunity to write a bad review or a complaint.

I included a picture of the location to be rented by the hosts. Other signs of this site to be a scam is their cheap night stay without including fake charges like “service and cleaning fees” obviously not counted until the end, which makes it no better than a slightly smaller price paid at a simple motel. That makes it not much of a better deal than a motel if all you need is a roof to sleep under for one night or more.

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New Orleans Airbnb Host Lies About Capacity

My family has been planing a trip down to New Orleans for a year now and part of that was finding accommodations. We have a large group of people (25) coming on this trip and could not an Airbnb that would accommodate us. We decided to speak to a host who presented us with links of what we assumed were to places that would hold all of us.

We inquired about a villa that was close to the French Quarter and noticed it said it could hold 9 people. So we asked him if we could still have 25 and he said “Yes, it is perfect.”

Once again, we assumed that this would work for our group. Upon payment we once again noticed that it still said 9 instead of the 25 we discussed so once again we asked the host why it didn’t say 25. He did not reply until five days before our reservation and now said “You can only have 9 people.”

We told the host that was not what was discussed and never once did he try to fix it. Instead he said here are some more places you can book for more money. We feel scammed and do not believe this host has our best interests at heart.

When we called customer service they took his side over ours even though we have a paper trail of conversations that are clearly misleading us, the customer. We are beyond frustrated. This is our very first family reunion as adults and aside from the hurricane trying to ruin it we now have Airbnb keeping us apart. I would give this company a zero if it was an option.

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No Compassion or Trust After Death in the Family

Sadly, due to the father’s death of my niece with whom I was travelling to Paris and staying in an Airbnb apartment, we had to cancel the booking paid for in full in March 2018. The booking was from December 28th, 2018 to December 28th, 2019; therefore five months’ notice was given. Under the resolution information on Airbnb, my niece sent a death certificate and the host was contacted. A refund offer of $24 was given. This was changed to $200 after a few phone calls, but we originally paid $2150.

Now Airbnb is using the excuse the host has refused to give a full refund and then said – to my shock, as her father died in April – that the booking was for December… that’s far away. My interpretation was they were saying that was enough time to get over it. Regardless, the money is needed to cover costs since her father’s death. To be cross examined and passed from staff member to staff member with nobody showing compassion, duty of care, or any sort of kindness and honest business like manners… All I can see is pure greed and Airbnb allowing untrustworthy, unscrupulous, callous, money hungry hosts. I’m dismayed and never will I say a good word about Airbnb.

Airbnb Hosts Have it All When it Comes to Refunds

I’m here to share a little of my bad experience. I’m going on vacation at the end of July, and decided to travel around Croatia from August 8-11. I rented this place on Airbnb; I booked the flight and got everything set. Everything was going okay until a few days later, when I realized that instead of booking the place for the August I mistakenly booked it for July.

I messaged my host as soon as I could telling him about the mistake around July 2nd. He replied that unfortunately he didn’t have any other place available for August so I should cancel my booking as soon as I can to get as much back as I could. He said he would try to contact Airbnb to see how he could refund me, since all the process is automated.

Since I booked the place one month earlier the refund policy was not applicable anymore and I got no refund, even though I canceled my booking. It turns out that I could never get my money back. I tried to contact Airbnb and they told me that unless my host wanted to, there’s nothing they could do. I asked if they don’t think that what he did was wrong and all they said was that they could not punish him because he never violated the rules.

I know that the policy states that cancellations made within a week before the booking date will not be refunded, but I think hosts take advantage of this misfortune to trick guests into cancelling bookings just so they can rent the place again. This kind of behavior is just unacceptable.

Reservations Are Good Until Hosts Get Other Offers

I reserved an apartment through Airbnb six months in advance. The host is a property management company that has multiple properties. One week before I was to arrive, a person from the company called me. She told me that I would need to be relocated to a better property as they were overbooked. She also commented that I had gotten an extremely low price. She told me she would be contacting me later with the updated location.

Two days later, I received a message from Airbnb that my reservation was simply cancelled. As there is an incredible amount of demand for accommodation due to the convention I was attending, I told Airbnb I suspected they cancelled my reservation so they could get a higher rate from someone else. Airbnb stated I had no recourse. Needless to say I won’t be using Airbnb again. I have had many good experiences with Airbnb but the lack of customer service is staggering and unacceptable. I am now booking rooms directly through hotel websites as I’ve never experienced this kind of problem with them.

Host’s Calendar was Full, Didn’t Bother to Tell me

I found an apartment from a new host. I liked it and booked it. After arriving, I noticed it was an agency’s apartment. I tried to book more nights but the host didn’t let me know that her calendar days were not available (didn’t update the calendar, as many hosts don’t do). She let me know which days were available so I booked and paid; she accepted it.

I was thinking there was an automatic system for calendar updates but now I know many hosts play with calendar days to be full when guests try to make bookings so they get money from 2-3 new guests at the same time and then also half of the cancellation fees. The calendar days were available and then full when I made the reservation and paid. She accepted it; the calendar was available to me and then it was not.

After that she sent a new reservation request with new days, without telling me about another guest’s reservation for the same days. Only after the payment was accepted did she tell me she had other guests arriving also for the day and so I had to shorten my stay. She also changed the check-out time to be earlier without any mention of it before. Because of this, she would get more money for shorter stays and I couldn’t accept it.

I declined her offer because I made bookings for those days. The host also told me I could pay with cash but I never do this with anyone. I had to search information on how to cancel the payment for my five-day reservation. The host accepted the reservation and got half of my money without telling me how to cancel. It was the host who was messing with her calendar and changed the days. In the end, the host got more than half of my payment because Airbnb’s cancellation system works like that; it work well for hosts and badly for guests. You lose money if you have to make a cancellation as I had to. I did nothing wrong but the system is making it the guest’s fault when a host plays with the calendar days to be full.

Before this, I heard only positive brags about Airbnb. It’s an incredible system, but it can’t work if bad hosts can do anything they want. There is usually not enough help for guests. I have to wait 1-2 days to get any answers from the Airbnb customer service team. Nobody has helped me. I’m a guest and when I see rules, I follow rules. I also have to verify my profile every time I log into Airbnb. The system is working much better for hosts when they can do anything that they want. Hosts should be more trustworthy. It’s like they are sending guests back to camping and hostels after these experiences.