Airbnb Nightmare you Wouldn’t Wish on Anyone

We booked three weeks with what on first meeting appeared to be a friendly South African immigrant couple in Allandale, Governors Bay in New Zealand. When we arrived, we were disappointed to see that the kitchen and bathroom were filthy, and the mattress badly stained. For $83 a night, it should have at least been clean.

While I was out for a drive the next day, I was told by one of their neighbours that the hosts are illegally subletting the downstairs unit without the owners’ permission and expressed concerns for anyone staying with this couple. They didn’t go into detail. That was our first warning.

Within 48 hours, one of the hosts had entered our downstairs unit twice without our permission while we were out. Despite us telling them we were on a working holiday and needed a secure space in which to lock away my husband’s laptop and work files, they told us they wouldn’t be locking the upstairs area they rented (which had internal access to our unit), so our possessions were not safe while we were out.

She then made numerous demands for us to mind and socialise her unruly and poorly trained 50-kg dog, and feed her chickens, none of which we should have to do in an Airbnb but we complied with everything the host asked for out of the kindness of our heart.

Our petite dog was hurt by her dog two days in a row while they were out and so we placed her in a kennel to keep her safe. The host gave us no peace from one day to the next. She repeatedly trapped my husband on the way to and from his car to make conversation when her husband was not around.

When on the third day I explained to her that my husband works 40-50 hours a week, that we were exhausted, and I asked her for much needed space and privacy, she became repeatedly vindictive. She started sending texts to us via the Airbnb site making false allegations with an attempt to have us kicked out and lose our payment for the two remaining weeks.

She then involved her husband and together they constantly harassed us until we no longer felt safe and went to stay elsewhere for three days for some peace and quiet. Numerous calls and texts followed from them both.

We told them that we were leaving and that we would be back to collect our belongings. Her husband then told us we were not permitted to return to retrieve our belongs and threatened us. We had no choice but to call the police, who came to the property and kept them away from us while we gathered our things to leave.

We would never recommend anyone stay here. It was exhausting and we felt very unsafe with this couple living above us, and are very relieved to have made it out of there in one piece.

When you “stole” something that was never there

I want to preface this by saying that this is my first time ever booking with Airbnb, and I definitely made some amateur mistakes.

I let my host text me exclusively since they wouldn’t respond through the messenger. I also accidentally signed up for one guest. When you’re searching for a stay, you can choose the option for two guests but I didn’t realize that didn’t transfer over when you booked. I texted my host that I was coming with another person the day before our check in and they replied “excellent” since it was no extra charge (which they denied, because it wasn’t on the messenger. Luckily I had screenshots.)

I believed that people wouldn’t try and scam me without proof or accuse me of stealing something that was never there. I recently got back from a weekend trip with Airbnb and this is my first time booking a reservation myself (yay for adulting).

I thought the host was a tad bit aggressive on the trip, because they were constantly texting me with their personal number and asking what we were doing. I didn’t think much of it and gave them five stars since they claimed they would rate me five stars as well if I did (which is extortion?).

I got home and everything seemed to be fine, but then I got an email that ruined everything. The host is claiming that I walked out with a comforter and a 55-inch TV in broad daylight with no proof other than “it was here before they checked in and gone when they checked out.”

When we got to the apartment there was no TV. The bed was missing a comforter and it wasn’t made. In their defense, we did arrive an hour early (but they told us we could still come in). I didn’t report the unmade bed, because, again, this was my first time renting an Airbnb and I didn’t want to seem rude to someone that was letting me into their home. I also didn’t think it was that a big a deal since we were the ones that arrived early.

With the TV, we assumed that it wasn’t included or being repaired. They gave us a list of amenities to check, and while the TV was pictured on their page when we booked, it wasn’t on the list they sent us when we arrived. We assumed that meant it wasn’t included. We did tell our host about a few other missing items, and even sent pictures telling them that we didn’t want to be charged for things that were missing upon our arrival.

At this point I’ve sent them a receipt of a comforter that we had to buy and a speaker that we purchased for our personal laptop, since we couldn’t watch movies due to no TV being there. I’ve asked that surveillance be checked and for our reports of other missing items to be documented, but the host keeps saying that we need to refund them immediately.

They’ve told us that there is a cleaning person that comes in between us and their other guests, and that’s the only reason that I can think of that might be why the TV and comforter are gone. Maybe another guest took them or they were never there to begin with. The keys for the apartment are also outside in a lockbox that’s on a rail on the street for anyone to access.

They also told us to never contact the front desk for anything as we were not allowed to; we didn’t have a lease in our name. Is that normal for other Airbnbs? I wouldn’t know because this was my first time booking one.

For the first time since we’ve been back, the host used the messenger to claim that we never sent anything to them regarding issues to the apartment or my second guest. They are telling Airbnb that I’m lying about everything, because the communication I’m talking about never happened. I may not have the videos of the apartment, but I do have screenshots and text messages to share, which the host isn’t taking kindly to, saying that my character and responses can’t be trusted since I’m “insane” and a “liar”.

The host has harassed me every other day in private messages for money, I guess Airbnb isn’t moving fast enough for them. People are probably wondering why I’m so worried if I have nothing to hide, but I have an anxiety disorder that’s constant and makes me stress and worry about things that I shouldn’t: “What if they don’t believe me, because my host didn’t update that I had a second guest; what if they assume that the TV being gone is my fault, because they didn’t check that their last guest had it; what if I can’t get another Airbnb because of the review this host left on me.”

It’s a lot to think about. I had to block my host with this final message after they called me insane:

“Everything about this experience has been so stressful. I just wanted to have a good time with my partner and you keep saying that we took your TV with no proof. Your keys for the apartment are outside. Anyone could have gone in and taken your device. Next time get insurance on your items or put something into the booking to protect you from something like this.

I’m really sorry that your TV is gone. I’d be upset if someone took my things, but I’m not the one that did it. Instead of waiting for Airbnb to decide on an outcome, you keep messaging me to pay you for something that you have no proof of me taking because it wasn’t in the apartment to begin with.

We assumed that your listing was inaccurate because of the missing blanket, TV and bracelets. We didn’t report it, because we arrived early and assumed your cleaning person didn’t have time to prepare. And if we reported the pool bracelets not wanting to be charged, why on earth would we take something so expensive as a TV? It doesn’t add up.

This entire time, you’ve been unprofessional. You’ve attacked me. My character. And my honesty. This is the very last time that I will message you directly. If you are so sure that we took your TV, just let things play out the way that they are supposed to and leave me alone. Especially if you have the evidence to back up your claim. I hope you have a great day and that no one else has to go through an experience like this.”

I’m not sure if I ever want to use this service again after this, especially since support won’t do anything about the host harassing me.

Fraudulent Listing has Government Questioning me

I have been notified by my county asking why I haven’t paid fees and taxes for renting my home. I have been living in my home for two years and have never rented it. I informed the county and they suggested getting Airbnb to take the listing down. They provided the link to the active listing.

This is not my listing. I have had two parties drive by my house and ask me if they could see my house. Then one party asked me if I’m the host. I have contacted Airbnb at least thirty times to have them take down the listing and they simply will not do it. I have spent at least forty hours on the phone with them. They have never called back. I have contacted filed complaints with the Attorney General of Colorado.

This listing has pictures of the inside and outside of my house. The location, on the ad, is easy to find by potential renters because the area has only a few homes within it. I feel like I’m being harassed. My next step is to get in touch with the County Attorney and law enforcement. I’m very exhausted.

Harassed after a Stay at an Airbnb Hostel

My first experience was so bad and eye opening that I refuse to use Airbnb again. I was heading to Toronto for a wedding and needed a room for the night. I knew I’d just need a place to sleep so I found an inexpensive room. I can’t remember what I paid, but it was around $45.

The way it was written, it sounded like it was an in-law suite. I figured they probably meant it was just a single room with a shared kitchen but the description was badly written.

When I pulled up, it was one of the largest houses I’d ever seen. I knocked and several Chinese people answered the door. I’m an ESL teacher specializing in Chinese education and it’s Toronto; I wasn’t put off by this… until I found out none of them were the owner. They said I needed to call the host and they gave me his number.

He appeared a minute or two after I called. He started giving me a tour, asking what room I’d like. I noticed very quickly there were like ten people living here and room for probably twenty – all Chinese. He appeared to be running a hostel. As he was giving me the tour, it was clear he had no idea why I was there. I explained again that I was there for Airbnb.

“Oh!” He says. Gone goes the offer of big rooms upstairs. He led me to a small room in the basement. It was relatively clean, just a little dingy. I got ready and then left for the wedding. When I got home after midnight, the residents were in the kitchen and super loud. I debated just abandoning it and driving home at 2:00 AM tired, but didn’t.

I got home and the host starting texting asking I leave a review. He left me a nice review; I didn’t return the favor. I left an unfavorable review explaining it was a hostel with loud residents and a host who doesn’t know who is coming and going.

He then proceeded to text my personal phone, harassing me about it, saying I was an idiot for thinking I would get an in-law suite for that price; I should have known there would be other people, etc. At this point I blocked him and contacted Airbnb. He was apparently “talked to”, and I was told to block him. No offer of compensation, which is fine because I said outright I wouldn’t be returning.

Airbnb Host Opens Claim After Claim

An Airbnb host has opened several claims against me. All cases have been ruled in my favor but he keeps opening others. The first was for asking me to pay additional fees including utilities when they weren’t in the listing. I had paid $460 without valid bills.

Forty days after check out, he asked for more. I refused because he refused to give me valid documentation for the bills. He opened a damage claim on day 55 saying I damaged the coffee table. I had images and videos of me checking in and out. Airbnb closed it and then refunded me for the utilities.

He then today opened a damage claim to replace the stove for $600. He didn’t say what was damaged. I sent images and videos of the stove upon check out in clean and working condition. I think what he is trying to do is that I told him that I didn’t think his cleaning person did a good job or that he never changed his drip pans. I bought new ones for him for $13.

I don’t know what to do and it is causing me stress. He also kept showing up to the property like a stalker because 60 days after check out he keeps contacting me for more money. I’m not sure what to do and I hope Airbnb will once again rule in my favor. I sent them everything on all of the other cases but they keep letting him open cases.

Even when I was there he said I might see him like ten times a day to check on things and I asked him to text me to let me know so I will be aware someone is coming into the property. This has caused me stress and depression that even after checking out 60 days ago I have to keep dealing with this.

Three Hours at Airbnb Cost us $14000

It is December 10th and Airbnb has yet to resolve this. It started on April 2nd. My company has used Airbnb to the tune of well over $60000, most of that within the last two years. This was going to be a four-month rental. We were there for three hours, tried to work things out with the host as Airbnb suggested, reported everything the next day, and we were still charged over $14,000. We’ve contacted Airbnb on numerous occasions in regard to this, always told this should have been taken care of some time ago.

The entire place reeked of cat urine. This in and of itself was intolerable. The host left all of his belongings in dressers, etc. The host asked three women (my two employees and client) if he could stay on the property. The host left Playboy magazines and condoms in view

We contacted Airbnb numerous times, and was told each time “Oh, this should have been taken care of some time ago”, promised a call back, then nothing happened. The host agreed to settle for $1000 and a good review, then his daughter looked at the terms and said “we can get more than $10000”. The host has had similar complaints and violated several other Airbnb policies.

Airbnb continued to charge our Amex when they knew we were no longer a guest (the second day), when they could have helped us resettle and let the host relist. Instead, Airbnb has now paid the host and infuriated a very good client. There are several other things I could mention, but you get the gist here.

I just saw Airbnb’s CEO on the news promising to clean things up. Here would be a good start. We’ve been in business 15 years and are an extremely moral and ethical company. We do not deserve to be treated in this manner. I hope to hear something soon from Airbnb’s department that is supposedly working on this again.

Female Guests Flee from Sex Stalking Host

I am trying to get this Airbnb shut down. I have emailed Airbnb several times. Now, I am sending a letter. This borders on criminal.

Four people were sexually harassed so badly, they fled. Guest #1 was a middle aged woman, alone. The host had loud, domineering sex in his room next to women. She fled, fearing that she might be raped. Guest #2 was very young girl, 18-21, traveling alone. The host walked her upstairs to the room. he said or did something so inappropriate, the girl got in her car and left, right then. Guest #3 was a young woman, staying two nights a week for work. The host texted her outside of the property, wanting her to “hang out/party.” The host wanted sex, harassing her. She found another place to stay.

The host is an alcoholic. He is drunk every single afternoon until 1:00-2:00 AM. He stumbles around his lawn naked, urinates naked on the front lawn, and has women perform sexual acts on him out front/underneath guests’ windows. He just got out of jail a few months ago for assault/domestic violence/breaking a restraining order.

He drives guests drunk. it is illegal for him to drive, unless a breathalyzer is installed in his car. The host drives his mother’s car, or guests’. The host had sex with a guest he just met. He let her run the Airbnb (his house with his 84-year-old mom), while he was in jail for over a year. He also had a homeless young couple run the Airbnb, his house, his mother, after his release, so he could fly and spend a month with a female guest he had sex with.

The couple stole, and called police about the host waving a gun in their faces. The gun was found in the living room drawer. The host lied, denied having one.

Guest #5 was male. He paid cash, an under the table deal. The host asked him to have sex with him and one other person. The guest had to find another place to stay. He worked in Vermont. The host will use guests for anything he can get: sex, drugs, alcohol, or to lure women in to take care of his mom, cook and clean, and have sex with him.

He is currently manipulating a middle age women, alone and starting over, to move in, cook, clean, and use her for sex. He does not care who he hurts, as long as he gets what he wants.

Pathological liar. Unstable sociopath/narcissist. I can’t believe Airbnb lets him host. Would they want their mom, sister, or daughter staying there?

Trying to Get Around Local Airbnb Laws

I just got back from a trip to Barcelona, where I rented an Airbnb apartment. Check-in was a nightmare, but that was the least of it. My first morning there, I was woken by a touristic inspector who wanted to enter the apartment and take a photo of my reservation. Apparently, some hosts in the building (including my own) were breaking Barcelona city law by renting for less than 30 days without a license to do so.

Two days later, my host started pestering me with mysterious WhatsApp messages asking me to meet him. I was like, “What the heck for?”

After much back and forth, he finally admitted that he would like me to do him a “favor” by signing a fake contract extending my lease to 30 days. I several times indicated my discomfort with this situation, but he kept pushing. Eventually I said, “NO! I just don’t feel comfortable being dishonest.”

The host then showed up at my place while I was getting ready to leave and came in without knocking. I said “Please leave!!! I’m packing!”

When I left the apartment, the host was waiting for me outside – supposedly to help me carry my luggage, but it seemed that really he was still hoping to get me to sign a fake contract. I texted him subsequently telling him I had not been pleased with his behavior, and posted a negative review on Airbnb. The host texted me back calling me a “crushed whore.”

I also complained to Airbnb. They nicely refunded my money for the stay, calling and texting me with many consolations for how badly I’d been treated by this guy, and promising they would look into it. However, I just checked this guy’s listing on Airbnb. Not only is Airbnb still allowing him to advertise on their site, despite the fact that he’d tried to pressure me into to criminal fraud, they erased my negative review.

Nightmare Airbnb Host and Even Worse Help from Airbnb

After using Airbnb faithfully for almost a year now, I can tell you that I am never, ever going to be using them again. Airbnb has consistently shown itself to be incapable of not only conflict resolution but protecting its guests from possible threats to their safety. Airbnb claims that they are committed to “creating a safe and trusted community around the world” and yet in this case they have failed on both terms. From the start of my long term rental, I documented and recorded the miscommunication between the host and Airbnb.

When I arrived at the apartment the house was clearly left unclean. I documented the mess and asked for the apartment to be thoroughly cleaned before I moved in. In response, Airbnb refunded me for the one night which affected my stay. They claim that this part of the case has been closed and “resolved”.

However, the problems which affected me at the start of the rental have grown into a much deeper issue. The host began messaging me at all hours of the day and night telling me that she had not been paid and was pregnant and therefore needed the money ASAP. I contacted Airbnb to ask them what needed to be done and they told me that they would prevent the host from contacting me anymore and that they would let the host know that this was neither my fault or my problem.

Clearly, Airbnb did not do what they promised as the host continued to contact me saying things such as she “expected me” to do something about her lack of payment. I decided to not respond to the host anymore as I started to feel unsafe and thought the best way to de-escalate the situation would be to not answer anymore.

The situation culminated in me receiving a message from the host’s boyfriend saying that he was going to come over the following morning to talk to me. He gave me no information as to why he was coming over. Immediately I contacted Airbnb concerned for my safety as a single woman in a foreign country. Airbnb handed me over to a case manager who told me not to worry and that I would be able to rent another apartment for two days (paid for by Airbnb) and then receive a full refund on my previous reservation. The case manager also said to not respond to the host and to avoid future communication with them.

I was on the phone with Airbnb until 1:30 AM clearly scared for my safety. As a woman alone being told that a man you do not know is coming over to your home is frightening but as a young woman in a country where I do not speak the language and am considered a foreigner is even more so. However, Airbnb promised me that I would be safe. By contacting me after business hours is enough to be a harassment case, but with the knowledge that the host is angry that she has not been paid, it makes it even more so.

Following Airbnb instructions, I did not respond to the host. Airbnb has not told the boyfriend to not come over to the apartment because the following day I received two furious phone calls from the host. This not only violates the promise that Airbnb made to me that I would not be contacted by the host but it is also incredibly threatening. The host is angry that no one is at the door and that no one told her that no one would be. I asked her to please speak to Airbnb directly and to not contact me anymore.

A couple hours later the host messaged Airbnb saying that there was a problem with the elevator and that is the reason the boyfriend is coming over. However, as a young woman who is alone in a foreign country, when you are told with no context that a man is coming over to your apartment you begin to panic. I no longer felt safe in the apartment I rented so I made an executive decision to extend the stay of the second reservation until the end of my time in Budapest as I feared for my safety in the other apartment.

Airbnb dared to follow up and tell me that “in context” this is not a harassment case and that had I not extended the second reservation I should have gone back to the first apartment. This is appalling because no one, especially a young woman in a foreign country, should be told that she should go back to stay in a place where she no longer feels safe. Secondly, it does not matter whether or not there is context; in this case, I was being harassed and felt unsafe.

The story should end there. However, I received calls outside of business hours, late at night, was told a strange man was coming to the apartment, was told I was “expected” to fix a problem that was not mine over a form of communication that goes against Airbnb safety policies. This should have been enough for Airbnb to take my case seriously and yet it was not.

I have been thrown around from case manager to case manager, who each promised different things with little to no results. Because the host (obviously) did not agree to give me a refund I had to cancel the reservation on my own volition, meaning I get almost no refund. This is completely unacceptable as I am not choosing to walk out of the apartment because the bed is uncomfortable or the pillows are dirty; I fear for my safety and needed to leave.

Now, I am being told that I have to return to the apartment where I feel unsafe to return the keys further proving that Airbnb does not care about the safety of its clients. Now, two weeks away from this awful experience I wrote the host a bad review sticking with the facts completely; the house was dirty and not as pictured, the AC did not reach the bedroom and that the neighborhood was unsavory.

The host messaged me on Airbnb again saying that I should not be allowed to write a bad review because I am a difficult guest and “falsely accusing them”. To retaliate, the host wrote a review detailing private information on the case which clearly goes against Airbnb’s Content Policy: “Content that provides specific details or outcomes of an Airbnb investigation” is never allowed on Airbnb, and I am starting to be told that I owe the full amount to the host after I was told I only have to pay the first 28 days of my long term rental.

Airbnb claims that they cannot find the case manager who promised me a refund (so I won’t get it) and the review does not go against content policy because the case is closed. Then what does “outcomes of an Airbnb investigation” mean? Help. This situation is a living hell.

Worst Airbnb Host Ever in Chula Vista

I will never use Airbnb again. I rented an RV and then a room from a host in Chula Vista, California. Everything seemed fine at first. The RV had plumbing issues and the shower water was scalding hot for about two minutes and then went ice cold. Needless to say, I took very quick showers and lost many layers of skin. It seemed like a nice place for my dog, so I dealt with it.

I later moved into the house (he rented out rooms as well) and stayed in a sunroom with no privacy; I had to hide behind a crappy old piano to get ready for work in the morning. He did eventually build makeshift walls so it was okay. Emphasis on “okay”.

Fast forward a month later and a border patrol officer moves into one of the other rooms. He was disgusting and lazy; he would ask for rides to work and even had to nerve to ask the host to use his credit card to rent a car.

The bathroom was disgusting. It was like he was a porcupine with his pubic hair and would go in there and just release all of his “quills”. The hosts would get loud and drunk almost every night and leave food, pots and pans with food in them on the stove and all over the counters. For quite a while they wouldn’t even let me do laundry.

The icing on the cake was that they used my birthday as an excuse to throw a party that I neither wanted nor attended. I left so I wouldn’t have to deal with their drunk friends and neighbors. I returned the next evening and the host’s girlfriend (who lived there as well) accused me of having an affair with her fat, nasty boyfriend.

I told them the next day I was moving out and they continued making it more and more uncomfortable. The host used my Postmates account to order alcohol and never paid me back. When I told them I was moving out they increased my “rent”. There was no heat in my room, which is illegal in California.

I contacted Airbnb to complain and all they would do was refund me $150. The host also showed up at my work two weeks after I moved out to harass me. I had to tell him that if he ever showed up again I would contact the police and file charges. He said “it was the only way I knew how to get a hold of you”… he had my phone number. The most horrible experience of my life.