Airbnb Guest Brings 34 People to a House Meant for 6

I would like to share my story with everyone. I recently published a listing on Airbnb that can accommodate six people. I had many guests who sent me inquiries asking if my place was available and many more questions.

After evaluating all the guests, I finally accepted one reservation as she had good reviews from other hosts. I immediately told her that my place can only accommodate six people and that she needed to pay an extra $30 for each guest she brings after the six confirmed guests. She agreed and promised me that only six people would be in my place.

Since I go to work every day, I was not there when she checked in but my caretaker welcomed them. Four hours after they checked in, my caretaker called me saying that there were 34 people in my place and that the guest told him not to tell me as she would be charged for such a big amount.

I called her right away when this was told to me and she admitted that there were 34 people in my place. I requested money from her via Airbnb but she refused to pay me and deleted her account. I called Airbnb and asked them to collect the money but they never helped me. They even gave me a deadline of 24 hours to send documents confirming that there were extra 28 people in my place when the guest already admitted it and even contacted Airbnb saying that she did not know what to do and how to pay me since she didn’t have enough money.

The case manager from Airbnb told me that they will not help me unless documents are sent when I told them a million times that I won’t be able to send documents as I live in a different place and that I had a business flight that day. Indeed the worse experience and customer service on earth.

Airbnb Guest from Hell Lies About Everything

On July 27th – only last week – I hosted a guest from the UK at my apartment in Spain who arrived with wife and two children at 4:00 PM. He was met by my third party meet and greet lady (who also cleans and looks after apartment for me). Within two hours he was sending me emails complaining, first about a gas bottle in the kitchen. He quoted health and safety and demanded that it be removed immediately. He also complained about cleanliness, a standing fan in the bedroom, and various other issues including he couldn’t work the TV.

I responded to each and every issue and explained that it was common practice to have gas bottles in Spain as there was no main gas line. However, if it worried him, I would get it moved the next day. He continued to complain all evening just about everything, sending pictures of a few grains of sand on the floor (we are next to the beach), hats that are there for guests, and other really petty issues, e.g. one toilet was not working.

The next day my third party went around there to address all issues and apparently he had all the china out of the cupboards and the pillows uncovered, taking pictures. Any solution to appease him did not seem to satisfy him. Later in the evening I discovered that he had called Airbnb and told them there was a gas leak and the second toilet had broken (two in 24 hours).

The booking was cancelled but instead of leaving he asked could he stay an extra night as it would be more convenient for him. I said yes and he sent me a very polite message saying how grateful he was and appreciated my generosity. If there was a gas leak who would put their children at risk?

I explained this to Airbnb, that there couldn’t be a gas leak as there was no main gas line and the bottle had been removed. However, they cancelled all subsequent bookings without even informing me. I received several emails from guests asking why. They explained that it is now being dealt with a case manager from the resolution center and the health and safety team is investigating.

That was six days ago. Until this point I had never had a complaint. Previously the rental I used was well below average and I think this guest was expecting a five-star hotel for a two-star price. Prior to booking, he did not ask me anything regarding the apartment. However, the photos are accurate so it should not have been a surprise. It is a private family apartment used for holidays, not a hotel.

I do not believe this is the first time this man has done this to get a free or upgraded holiday. The thing that has upset me the most was he frightened neighbours on the block that there was a gas leak, which obviously scared several residents. This has since been confirmed to be completely untrue and I am now seeking compensation through Airbnb’s host guarantee for £2400 in lost bookings as a direct result of this guest’s lies, not to mention the distress it has caused both myself and the lady who looks after the apartment for me. She said she looks after over 20 apartments in Spain for over 20 years and never encountered a guest like him. As for telling everyone there was a gas leak I think he should be prosecuted.

Account Cancelled After Guest Makes False Claims

I have been an Airbnb Host for about five years. My reviews were mostly five stars. Even when they were less they were always good to outstanding reviews. I made Superhost twice. About two months ago I was warned that my listing was not conforming to discrimination rules. I was not permitted to limit single women to a maximum of three nights (or lose my girlfriend). I was not permitted to limit people who were heavily medicated or using drugs. I was not permitted to state that my place was not a good fit for handicapped people. I fixed all that and then they reactivated my listing. I was also warned that if I had one more violation that I would be barred from using Airbnb and never be able to reactivate or list again. I booked several guest and had five-star reviews from all in the next two months.

Then I booked three guests, two of which I had booked at an earlier date for three or four nights and had given them a very good review, stating they were trustworthy and clean. The three guests were booked for four nights. They did smoke (often in their car). They tried to hook up the living room TV with the HDMI for a PlayStation. Before I went out for the evening I noted that they left the TV on with unknown source. I turned it off for them and went out for the evening. The next morning the TV was in internet mode. The guest had tried to pull the TV off the wall which is not possible because of the custom mounting. The cables for the sound bar and TV were in wrong places. Of course the TV and sound bar would not work. I could not find the controllers and so pulled the power plug to turn it off until I could get help to remove the TV, check it out, and cable it properly and then do the required setups. After two hours it was working fine.

The guests violated house rules by not closing their window and turning off their intake fan in the daytime. They could have been violating the no-smoking house rule. On the third day I was out and about most of the day and returned to find the house unlocked. A short while later, the guest returned and parked in my neighbor’s parking space. I called them to move the car. I was then confronted with one of the guests. He said that my place was full of rodents and insects. I said that was impossible unless they brought them.

He then screamed racial slurs at me. I asked them to leave and he stated that they were on the way out. I called the police who arrived shortly after they left. The officer and I checked the room for rodents. There was something on the sink and a few leaves and sticky spots on the floor. Nothing had been stolen. I noticed that a computer desk caster was broken and called the next day to make a claim.

Airbnb told me that the guest had submitted images of rodents and insects everywhere. I wanted to see the pictures since I said they had to be planted by the guests. I lived here since 2004 and my sister was here ten years before that. There was never a single mouse. Insects were not welcome and well under control. I noted that several extra washcloths were used. Probably to catch all the mice and remove them from the house. They were all gone.

I purchased glue traps and other traps to make sure since I had a guest coming in two days. That guest was an Airbnb host. I told her about the three guests and the rodent pictures. She had never placed a claim with Airbnb. I tried to place a claim and had pictures taken of the broken desk; they kept up a non-response procedure.

They refunded one day’s stay to the guest. I questioned that and then the fee was restored since the first Airbnb person had not consulted with me. A second Airbnb person had overruled the first since they had not followed Airbnb procedures. Then the broken desk claim still needed to be processed. That became impossible, since about five days after the guest left, my account was cancelled.

I was able to book one guest on another site. He emailed me to say his stay had been cancelled. I had not recorded the contact information of the other guests – my mistake. At one time in the past Airbnb had cancelled one of my guest for some issue. When he showed up, he wanted his money back and called his friend for help. The friend burst out laughing.

However, if I had not been home, that guest who had the keypad code could have been in my house. Then what? My general feeling with Airbnb over the years is that they tend to keep changing their rules. Sometimes, I feel that they tend to be very nasty. I have listed my place on VBRO and had my first booking within five days. It seems like most of the places are higher priced. Not so with Airbnb.

Generally, hosts should not expect too much from Airbnb if you ever have to file a claim. Airbnb prevents you from writing a bad review for a guest when your account is cancelled. The fraudulent guest at my place had three okay reviews and one was from me. Any guest can do the same fraud or similar schemes. They do it against many companies. It’s a lot to consider if you host. I think the best thing is to raise your prices high enough for any strangers that you are willing to host. Don’t expect Airbnb, who got too big too fast, to really care about losing you as a host.

She Reserved for Two but Eight Showed up…

I do like children. They are cute… like puppies, you know. However, I am allergic to pets, so needless to say I don’t have the kid-friendly option selected on my Airbnb listings. I prefer adults; that works best for me.

A lady intending to reserve my space wanted to know if she could reserve for her and her eight-month-old “baby boy”. I said to myself: “Okay, I can make a exception since the thing doesn’t walk….”

I went downstairs to open the door (I always meet folks outside of the house ) and saw a car full of people, some sitting on others’ laps and the “baby boy” was a little girl instead, about 6-7 years old. I said, “Oh f&*king s#$t. Let me play it cool. I am going to be home too, so this is going to be good.”

Two guys helped her with one piece of luggage up to the house. One guy was easily about 450 lbs and the other was an older male. I followed them in and they just stared right back at me. In the house, she said, “So who is going to be here?” Red flags went up.

I said, “Just you, me, and your baby.” I went to sit down. All the people that were in the car were let inside by the fat guy and they all tried to hide in the bedroom. Their problem was I did not have a lock on the bedroom and they couldn’t fit at all. They could not hide; I could open the door any time and see seven folks in one room.

Ten minutes later, they finally left. The noise of a herd of elephants was minimal compared to that foot traffic storming out my house. In the end I got to keep the money. It was only a miracle it ended with just the biggest scare of my life, instead of well… my life.

Airbnb Believes Lying Guests With No Proof

I am a Superhost and have 12 properties on Airbnb. I had a couple arrive one hour late and so they had to wait for me for 15 minutes because I was fixing a plumbing leak. I greeted them and offered to help them carry their bags but they were nasty. I usually go in and walk them through the entire place. I sat down and opened up my instruction book and they made it clear they wanted me out of there. The husband was rude and negative about anything I tried to say.

I left and sent them an email apologizing, asked if the place was okay, and to let me know if they needed anything. I was in a condo on the same property two minutes away. I never heard from them. If they saw me and I said hello, they said nothing. Now I have asked if anything is wrong and they didn’t care to tell me.

The couch has an old sofa bed and I don’t advertise it as a sofa bed. I say the unit comes with a queen bed. Well, as I suspected, they reviewed me on Airbnb saying that the dishes were dirty, the floors were dirty, the sofa bed was uncomfortable (they were husband and wife), and there was pee by the toilet. When I walked in with them none of this was there that I was aware of. The same day I asked if there were any issues and they didn’t respond.

How does Airbnb allow reviews like this when I clearly communicated with them the very first day but they refused to talk to me? There needs to be a policy where Airbnb tells the guests that they must first communicate with the host immediately with any issues. Allowing them to post lies should actually be considered slander. Airbnb is ruining our reputation and eventually this will be a big problem. They also had the nerve to send out these automated messages telling me that my place has been rated a 3.5 which could be a problem for me.