No Protection Against Deceptive Guests Breaking Rules

I had a group of five people book the minimum stay in my house for three nights and they ended up staying only one night, getting a refund for the others. I received a snotty email the next morning with a list of unbelievable reasons why they left. This was planned. They must have had another booking somewhere and needed just one night as a filler. My house is immaculate. I work very hard to make sure it is always so, but they managed to get a refund from Airbnb, because Airbnb does not care. My “case manager” never got back to me or answered any emails. They just let me get cheated by some rotten people who even were so low as to give me a one-star review, when everything was provided and spotless. I did everything I could: sent maps, was there to greet them… I told them if they needed me to just let me know. Never did they look me in the eye. They were fishy, because something was up. Had they communicated any problem whatsoever – there were no problems – I would have been able to act and would have done so immediately. Airbnb will not ever provide any means to contact them, so basically it’s a one-sided system. I am very upset about the fact that there is no protection against assholes.

Extortion Review, Airbnb Won’t Take it Down Even With Proof

This guest used Instant Book for a month in advance for a weekend for 15 members of her family including herself. Note that she is a new member. From then on, there was no communication. She just wasn’t answering. A couple days before check-in, I finally got a hold of her and she informed me of some changes. I send her a price alteration, but time passed and she wouldn’t accept it. She kept ignoring me again. The day before check-in, I let her know since she was planning to break the house rules, I would cancel her reservation with Airbnb without a refund. Then she started responding. We finally got everything sorted out just before bedtime. One hour before checking in, she told me they were stuck in traffic and needed to push the time. Then again… and again. They finally arrived three hours late. We did strongly believe there were more than 15 people.

The first night, I got a noise complain from my neighbor. The entire group was outside, around the spa and had been screaming and very loud since their arrival. It was very late and dark, and my neighbor just couldn’t take it anymore. I tried to contact the guests, but my calls kept going to voicemail. I passed a message through Airbnb to warn her. I waited, and received no answer. I wrote to her again and made myself sound more serious. I got a response and from what my neighbor said, it took an additional 15 minutes, but the noise finally stopped. He still made it clear other neighbors wouldn’t have been as patient as him.

I arrived to check them out and found the upstairs hot faucet had been removed. How could this have happened? It was super noisy too. How could they have missed it? I continued my tour and a guest had decided to rip the lock off one of the closet to the point it ripped the door into two pieces. They forced open two other locked drawers too. They broke a large window frame probably by sitting on it or having a kid walk on it. They broke two parts of our spa and made a small tear in our spa cover. They were warned not to download anything because we didn’t have unlimited internet and they still used more than 85 BG in 40 hours. We have some decorative towels we asked the guests specifically not to touch because they already had a large number of perfectly usable towels at their disposal. Well, they decided not to listen and to only use our decorative ones. The BBQ was left in a horrific state; it was completely disgusting. This guest didn’t follow the house rules; she was truly disrespectful to me as well as the house.

I waited for her to reach out to me to apology about all the damages (my calls are still going straight to her voicemail each time) but she never did. She did text a week later inquiring about her security deposit where I finally was able to speak to her over the phone. She says she was unaware of everything. She didn’t do a tour of the house and wasn’t the last one to leave. She was not okay with everything I observed and was certainly not okay having any damaged charged to her. She said I better not charge her or she would give me a bad review. At the same time, I saw she just posted a review (a very bad one from what she said over the phone). I have some text messages exchanged that proves she indeed threatened me.

I called Airbnb and let them know immediately that she was violating their Terms of Service. They told me even if I had ”proof” and my story checked out, they couldn’t remove the review because in the text messages, she did not clearly say “don’t charge me or I will put you a bad review,” only “do not pursue or I will be obligated to take action.”

Because her review appeared at the same time, as she threatened me over the phone, customer service won’t budge. The facts speak for themselves. Airbnb guidelines strictly forbid reviews with content that is fraudulent, false and misleading, which is the case here. She had an amazing time and didn’t complain about anything. The review does not represent her personal experience. It is an attempt to use the review to force me to do something I’m not obligated to do (not charge her). They are not supposed to allow it, but they do. Thank you untrustworthy customer service at Airbnb.

Airbnb Colludes with Guests to Provide Refunds

I had a guest from Seattle: Canadian, liar, Harvard Extension student. She traveled via Airbnb to deliberately find problems with hosts in order to find a cheap place to stay and free food.

You should have the full story. She had full access to the kitchen. The microwave was not in the kitchen (in my room) and was not included in the listing. She misled Airbnb to believe that I did not allow her to use the kitchen, when in fact I did.

She came into my room without my authorization several times to use the microwave. While I was not home, She came into my room and turned on the air conditioning (there is only one unit A/C in the unit, and it is in my room) while also using the microwave at the same time. Therefore she could have caused circuit damage. Air conditioning was not listed for use by guests on Airbnb. I notified her that I would ask maintenance to fix the circuit damage.

She lied about the laundry. I stated in my listing that there was a laundry card and showed her the laundry room downstairs when she checked in. It was not across the street and not coin operated as she fabricated. She’s unhappy and is playing the victim. However, I am also unhappy about the damage she caused because she did not respect my house rules by entering my room without permission, by using my A/C and microwave without permission, and by lying. She needs to pay for the damages. I am the victim of her lies.

The Airbnb representative asked how much I was willing to refund her. I was not willing to refund anything. I provided my service to the guest according to what was stipulated on the listing without compromise and without misrepresentation. She misled Airbnb about the microwave. She misled Airbnb about laundry being across the street. She might have misled them about other things as well. I went out of my way to drive the guest to buy groceries, and go shopping. I was attentive to the guest’s needs. I even allowed her to use my laundry card when she was short on cash. I allowed her to take some of my food. I stopped short of cooking for her, when she said she didn’t know how to cook.

I’m concerned she might have made similar complaints during other Airbnb stays and have received refunds for deliberately finding issues. If so, I don’t think Airbnb should want her as a customer, because that is really bad for hosts like myself who goes out of our way to make sure the stay is comfortable for their guests by adhering to the listing’s descriptions without compromise and without misrepresentation. Please don’t hesitate to let me know what other complaints requires evidence to clarify the fraudulent complaint.

Memorial Day Airbnb Disaster Could Have Been Avoided

We have used Airbnb for almost a year now. We’ve had several issues with prices randomly changing and people booking our home for holidays at an off-season daily rate. That is not what this story is about, though.

On Memorial Day Weekend 2017 we rented our house out to a party of ten. Our house rules are very clear: no smoking, no parties, and no more than ten guests. As many people do, we count heads with a ring doorbell. We noticed a party developing as group after group showed up.

Saturday morning, we called Airbnb to ask if we could evict the renter without issuing a refund. We intended to keep the deposit as well. We also did not want negative feedback. We spoke to an Airbnb representative who was absolutely clueless and seemed to want to make our call about himself. We were told, “they can leave feedback if they stay at your house. They can request to be refunded.”

Not wanting to lose over $2,500 or get a bad review, we left the guests alone. We were told that the Trust and Safety team would contact us as this was urgent. They continued to promise there were no more than ten people. Over the next two days we gathered videos of probably 100 people coming into our house. Still, we waited for Trust and Safety to contact us. They didn’t, so we called back. This time we spoke to a supervisor who told us the same thing as the first representative.

On Monday, I came to my house to find carpets ruined, furniture broken and stained, and the decks trashed; everything appeared as if there had been a wild party. We have videos of the partygoers, the drinking, puking in our bushes, and other deplorable acts.

We want to submit a claim, but how? Trust and Safety won’t tell us what to do. Why? Because after more calls than I can count, they have not reached out to us. We have 14 days to submit a request. We don’t know if that means a request to the house violator (guest) or through resolutions, or through the host guarantee. Airbnb told us to “submit your request for additional guests and cleaning first. That goes to one department. Then we have another case for your damage.”

I don’t have a case number to refer to. We have many thousands of dollars in damage and Airbnb just refuses to lift one finger to help us. They have many unqualified people to answer their phones, but all they can do is BS us about how important our call is. I will upload files after I have some resolution. However I am thinking if Airbnb does not want to involve themselves in this, maybe it’s time for an attorney and perhaps a class action suit.

Broken Door Claim at Airbnb in Las Vegas

I have a condo at the MGM Signature in Las Vegas that i just recently started listing on Airbnb. I had a guest stay on Mother’s Day weekend with her boyfriend. I got a message on Airbnb from the guest saying that she was locked in the room for two hours and that MGM employees had to break down the door to let her out. After following up with the employees I found out that the door was broken on arrival. It appeared that someone had kicked in the door at the lock, causing it to malfunction. The engineer had to take apart the lock to let her out. It cost $580 to repair the door. I have statements from the engineer stating the door was broken when he arrived yet Airbnb has refused to pay. Also, she was not locked in for “two hours”. The engineer had her out of the room 20 minutes after the call was placed. She says she waited two hours to call because she was trying to open the door herself. The manager stated that her boyfriend was clearly intoxicated when the incident happened. I am furious that Airbnb let her get away with it. There is no “host guarantee” – none at all. It’s false advertisement; a class action suit needs to be made against Airbnb.

Airbnb Hell: Guest Shoots a Music Video

I allowed someone to rent my home because they were getting engaged. We do not allow parties at all and that is stated in the house rules. They said that there were only going to be four guests. When I showed up to check on my property – as I always do – to make sure everything was okay, there were over twenty people in my house and over ten cars in my driveway. We gave him two options: tell the truth, or we were going to shut it down and he would have to leave. The guest lied. He was black and thought because we were white we would discriminate against him. He was shooting a music video in my home. I live in an affluent neighborhood where Airbnb is frowned upon. The police have been called plenty of times because of guest lying to us and throwing parties. So we decided to do this guy a favor and allowed him to shoot his video, being that my husband is in the music and television industry himself. We stuck around because we didn’t want our neighbors to call the police and to protect our property; the gentleman was aware of that.

Now here comes the second nightmare: the guest reached out to Airbnb to get his money back because we stuck around and he said he felt uncomfortable. As the owner, I was pissed. Airbnb has a terrible customer service and resolution center. They offered no support in trying to remedy the situation and I still have not been contacted by a case manager. Please be aware that Airbnb doesn’t offer any support to their hosts when taking a risk and listing their homes on the website. They always tell you to reach out to the guest and try to resolve the issue before contacting them. They need to do better to help and protect hosts. You would think that they would understand that the little service fee that they make off the booking is not worth the thousands or millions that they could lose if they don’t do better.

Ripped off by Guest and Airbnb’s Horrible Customer Service

The guests checked in at 3:00 PM. At 8:40 PM they sent me a text complaining about seeing a cockroach in a 70-year-old beach house in Hawaii. I did not see it until 10:00 PM, so I planned to respond in the morning. I woke up at 5:20 AM to find an email from Airbnb stating I had until 5:40 AM to respond. I wrote them back immediately and at 5:50 AM I received another email saying the guest had been refunded completely for their booking: $3,600.

I disputed it and contacted Airbnb immediately. After a day of them ‘investigating’ it and getting staged photos from the guests showing the house was not clean I was sent an email with a link to their refund policy. Nothing. These guests and Airbnb just ripped me off. I will never use them again. They do not look after the host of a property. Stay away from Airbnb.

Airbnb Cares about the Guests, but not the Hosts

I received an extremely bad, fabricated review in retaliation from a guest who I reported to Airbnb because she had additional people staying in my apartment for whom she did not register or pay. Although our email correspondence on the Airbnb website clearly showed that the woman had additional guests, Airbnb awarded me a minimal and unacceptable settlement. Their reason? The guest did not make herself available to them for verification of my claim, and the term of infringement was not clear to them. I made numerous complaints to no avail. Airbnb’s inflexible transparency policy has allowed this false review to remain on my page. Since it appeared, I’ve had 73 views of my page but not a single rental. Previously, my apartment was always being rented. That means not a month has gone by without guests until now. Airbnb is more concerned about the guests than they are about the hosts who make it possible for them to earn money. I intend to change to Vacation Home Rentals and hope my experience will be better there.

Airbnb Customer Service Trusts Guests over Hosts

An Airbnb guest booked my apartment for one person over a period of three weeks. I learned that she actually had two additional guests staying with her when I visited her at the apartment on her last week. I told her she would have to revise the request and pay for the additional guests. She refused to discuss the matter. Ascertaining from my neighbor that all three guests had lived there most of the time, I made a complaint to Airbnb. Of course, Airbnb advised me to request additional payment through their website, which I did. Those requests were refused by the guest. After I made numerous requests and complaints Airbnb awarded me additional payment for only two days because the guests wrote in her email that her friends “only stayed a couple of days.”

Although it was clear from our correspondence that the additional guests were there for at least three days, Airbnb did not honor my request for additional payment since the guest who made the booking would not communicate with them about the issue. This guest retaliated by leaving my apartment in a filthy condition (I sent pictures to Airbnb) with all windows and doors left open – an invitation to robbery. In addition, since her bogus and scathing review I have not received a single request. I have a 4.5-star, business-ready rating with 26 excellent reviews. Airbnb’s inflexible transparency policy has effectively prevented me from receiving other requests. They won’t remove this scathing review or put it at the bottom of my page where it is less likely to be read. Therefore, I would have to start from scratch with a new page which is completely unfair to me. I am going to close my account and use another vacation rental service if this matter is not handled favorably.