Hosts Can Cancel up to 48 Hours Prior to your Reservation

I booked an Airbnb in Montana on July 10, 2020 for my son’s wedding for the following year on July 10, 2021. It’s a big home with four bedrooms, four beds and three baths, sleeps 10 plus room enough for two RVs in the driveway. After establishing right away that the RV spaces did not have electricity availability, I booked the reservation.

Almost a year went by, but when I contacted the host to see how big her driveway is because we have a huge 45-foot diesel pusher RV that we just needed to park there and not actually stay in while we were there, she freaked out and said the HOA had changed the rules since she did not have a dedicated RV pad; she no longer could have RVs in her driveway. I quickly looked up the ad she had running for future bookings, and she still advertised RV availability in two different places.

This was strange, but I messaged her back and said that it was okay, we could easily store our RV somewhere else but that I still needed the reservation because the wedding was three weeks away and I had family coming in to stay with me and there were no hotel rooms available. She said she was concerned that I would still bring my RV because she had no way of verifying that I would not bring it even though I assured her I had other options to store it elsewhere. I even proposed she contact someone in town to do a drive by to verify there was no RV there during our stay.

Well, she promptly told me she had already cancelled my reservation and that there was nothing I could do about it because she has the right to cancel for whatever reason if she feels her home would be in jeopardy. Now, my original price for her home was around $250 per night for five nights which came to roughly $2,000, which was affordable for me. When I looked for a replacement home, the three homes left were approximately $1,100 per night, $1,600 per night and $2,200 per night.

I quickly booked the home for $1,100 per night which made my cost go from $2,000 to almost $7,000 for five nights. But what was I supposed to do? It’s my son’s wedding and I was responsible for housing the people coming to the wedding. When I messaged Evelyn to say it was completely unfair to cancel my reservation, her response was, “You have an RV” and in another response she indicated that we could all fit in my RV and so she saw no reason for my panic.

Panicked didn’t even cover the half of it. She completely destroyed my savings. I did everything right and booked a year in advance so I wouldn’t have to worry about housing for the wedding, and now she has placed me in financial difficulties and extreme emotional distress. I did what everyone in this situation would do; I contacted Airbnb customer support.

I spoke with four or five different support people, each time telling my story and each time they gave me different answers. One even said it wasn’t the RV issue, that the host double booked the home for that time period and made approximately $100 per night more, which only came out to her making about $500 more; however, it cost me $5,000 more to have to book a more expensive home. Support said it was also their “policy” (that they couldn’t show me anywhere on their site) that a host can cancel up to 48 hours prior to your reservation for any reason.

Their reason is that within 48 hours it’s too hard to book another home, but prior to that you are responsible for booking your own replacement home, even if the host lied as she did in my case. She still advertises RV spaces in her driveway so I just have to assume she lied to me and just wanted an out to make more money on a new booking. To tell me that it’s all okay because we can all just cram into my RV for the wedding?

Support also told me that in order for them to help me, I had to go ahead and book the replacement home and then it would go on their books and they could see that replacement home in order to help me out. Once I booked the replacement home, the next support person said that I booked the replacement home when I should have let them handle it and there was nothing they could do for me because I already booked the replacement home. How confusing is that? I did exactly what they said to do only to have them say I did the wrong thing. This is their job and they are supposed to give me, their client, the right information on how to deal with these types of situations.

When I asked support to look over the whole messaging between the host and myself, I asked them what I did wrong and what they would have done differently if they were in my shoes. Each time the support person said I did everything right and that it was just an unfortunate situation. Yeah, a $5,000 unfortunate situation for me that put me into complete hell with panic attacks and migraines nightly right before my son’s wedding.

What exactly is the punishment for a host canceling the reservation with little time left to rebook on the guest’s part? I was told the host gets fined $100 and gets a bad mark on their file for two weeks. If they don’t abuse another guest then it comes off after that time. In my case, the host lied to me (or lied to Airbnb) and the support person told me that the bad mark had already been removed after a few days.

I am now pursuing arbitration against Airbnb and a small claims court action against the host. Any advice anyone can give me will be greatly appreciated. I am a single mom and stage three cancer survivor who is not going to let this go as I did nothing wrong.

Birthday Ruined Because of Airbnb’s Latitude to Hosts

In the hopes of making my 35th birthday one to remember, I booked a top-floor penthouse in Atlanta, for July 8-10. That same day, I reached out to the host to confirm my reservation and ask him if there was any other information he felt I needed to know. He never replied. Red flag#1.

Considering he may have been busy, I didn’t press him for a reply. On July 8, my birthday and the day I reserved to check in, he finally sent me a message. However, his message wasn’t in response to my June 19 message; it was to inform me that I could no longer check-in at 3:00 PM, but instead, check-in was now 6:30 PM.

I asked him to explain the change, and he responded that “they” wouldn’t allow him to do so until 6:00 PM because of issues with the building. Red flag #2.

“What issues?” I asked.

He wouldn’t elaborate. I asked him if I would receive a discount since by having to check-in 3.5 hours later than I expected. I was missing a day on top of having a dinner reservation at 8:00 PM. He changed the subject and told me that his nightly rate had changed since I booked the penthouse. The price had gone up from $85 per night to $96 per night, plus there was now a $45 cleaning fee.

What got to me the most was his following statement. He told me that I could always cancel if I disagreed with his last-minute changes. So, after he told me that, I went to customer service about the unfortunate situation I had to deal with. I kid you not; customer service gave me the runaround for eight hours straight. Then, I would be transferred to someone who would better handle my situation, and that person wouldn’t answer.

Finally, around 8:00 PM, I spoke to someone and got a refund, but that doesn’t make up for the fact that my birthday was ruined because of this host’s inability to communicate. I tried to find another place to stay from the list of places emailed to me, but it was too late.

The Big Lie Airbnb Hosts are Allowed to Push

This isn’t the first time this has happened to me on Airbnb. In fact, I quit using Airbnb a few years ago, because of this BS and other nonsense. However, recently out of desperation (no hotels available) I booked a room for two nights at a “charming” home in Prescott, Arizona. I got a notification that my requested reservation was not accepted. That’s okay: her house, her choice. Then the host sent me a message telling me that it was already booked.

I’m a former Airbnb host. If a space is booked, it doesn’t show up in the listings. That’s how this whole thing works. That’s how reservation systems work. I think hosts should be able to deny requests at any time for any reason. It’s their house. What I don’t like is being lied to. All this host had to do was deny the request. It would’ve been inconvenient, but now its inconvenient and insulting. It’s also happened with confirmed reservations.

I once got a message from a host telling me to cancel my reservation with them because the city they were in (Las Vegas) no longer allowed Airbnb. I wasn’t going to cancel it and eat the service charge. She finally cancelled it and she got dinged. Which she deserved because she freaking lied. Airbnbs are alive and well in Sin City. Twice in the Bay Area I had reservations either cancelled or denied with little warning.

There’s too much drama making lodging plans at Airbnbs. I’m just always waiting for them to pull the rug out. Which, admittedly, it’s their house so its their right. But it’s a crappy way to do business. I have never in all my years of staying in hotels have had to deal with this BS. I make a reservation at a hotel. I show up. I pay. I have a place to stay.

Who needs the Airbnb cloak and dagger mystery theater, “will they/won’t they” drama? I’m over it.

Airbnb Had Bedbugs, Awful Host and Airbnb Wouldn’t Refund Me

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I scheduled a stay at Kalkoen Farm in Hahira, Georgia for my sister and I to spend the weekend together and catch up from June 11-13. The first night I went into the bedroom and when I turned the comforter back, I saw a lot of ants on a corner of the comforter. I couldn’t see what was attracting them and it was late so I went into the third bedroom (a bunk bed) deciding I’d deal with it the next day.

The next morning I decided I’d just wash the sheets (not everyone washes comforters so maybe there was something spilled that I couldn’t see). When I pulled off the sheets I saw a small something moving along the mattress pad. I called my sister in.

“Is that what I think it is?”

Yup. A bedbug.

We further investigated and saw a few dead ones. My sister got a zip lock bag and put the live bedbug in it. We then looked at her bed and the bunk bed. Her bed looked ok; the bunk bed had a few dead bugs on the mattress pad but we couldn’t tell if they were bed bugs (very small). My sis pulled a wash rag out from a bin under the sink and there were multiple live bed bugs on the towel.

At that point I booked a hotel and we got the hell out of there. I reached out to the host to tell him we found bed bugs in his place and that I got a hotel. His response was: “do you have photos?” Yes, I did and shared with him. I attempted to work it out with him — I only asked for a refund for the second night that I couldn’t stay in the place. We went back and forth and he said he would refund me. Then I stopped hearing from him.

I reached out to Airbnb’s resolution center, shared photos, and explained what happened. I had to wait for 72 hours for the host to respond. He didn’t. Airbnb reached out to me to tell me that they couldn’t refund me because I didn’t contact them immediately after the incident. They asked the host if he’d be willing to refund me and the host told them no.

At that point I wrote a review saying that the house had bedbugs and the host refused to refund me my second night. Airbnb took down my review. So, I am out the cost of the Airbnb and the hotel. I’ve since canceled my Airbnb account and will never use them again. Kalkoen Farm is still up on Airbnb and who knows who else has been exposed to bedbugs. I guess I should thank the ants because had it not been for them, I would have slept in that bed with bedbugs.

Airbnb Hosts in Spokane Were Scammers

The story I am about to tell is the truth, the whole truth, and nothing but the truth. I traveled 2500 miles and thought I found a perfect Airbnb. Upon meeting the host and his wife I felt good about the decision to pay upfront and thought the place was beautiful — this was only a first impression, though.

I went about my business and upon returning home I noticed my curtains were opened. I then quickly checked my belongings only to find a few prescription pills missing and then a credit card. I decided to hold off and sleep on it before making any accusations. Much to my surprise, the host told me he had to ask a young women to move out early because she was smoking. I said I have never smoked and hadn’t smelt anything although her room was directly across from mine.

Near the end of the week I was trying to reach out to the host and he was not responding. I received a response indicating I needed to look at my Airbnb message board and found a message telling me to “revert.” I didn’t know what that meant so I messaged back inquiring and was told I had violated the host’s smoking policy…. but I don’t smoke.

Then I received a message from the host that said if I initiated a cancellation then he wouldn’t wouldn’t have to and doing so would get me refunded for the days I didn’t use. I immediately called Airbnb and they said quite the contrary: it is the host that has to initiate cancellations and if their reasons are baseless and unproven you get your unused days refunded. So basically the host was baiting me with falsehoods so that I would initiate a cancellation and be liable for his losses.

There is a point when you know that a person is trying to run a scam. I eventually was able to get my refund but wanted to also let everybody planning to visit Spoken to stay away from hosts like this one.

Locked out of the Building by the Neighbours

I stayed at an Airbnb last year in a small town close to Thessaloniki, in Greece. There weren’t many choices, so I chose one that had the most good ratings and was nearest to the beach. I’m a single woman in her 40s —not someone who’s having parties or blasting music all night. The host was a surgeon and was generally in Athens. He wouldn’t be there to meet me, but he left detailed instructions on where to get the key to the front door of the building, and then, once inside, to the apartment. So far so good.

The building was in good shape and the apartment was decent. The television and satellite weren’t hooked up, so there was no cable/streaming or wifi. The host promised to send someone to fix that the day I arrived. That didn’t happen, but as I was only there for three days and wanted to be out and about I wasn’t too bothered. I did notice what felt like hostility from the very few other residents I encountered that I just tried to ignore it.

The second day I was walking back from dinner in town and saw a couple outside the building next door and said hello. They spoke a bit of English and were curious about who I was and where I was staying. When I told them, they seemed really surprised and said “But he cannot do that. The building does not allow this and he had a lot of trouble last summer.”

I told them I was leaving the next day but that everything seemed okay. I had booked a car to the airport the final day at noon, so I went down to the beach around 10:00, with a plan to come back up at 11:30, have a quick shower, throw on my clothes and leave. 11:30 came and I walked back up to the property, wearing a bikini and sarong and found, to my absolute horror, a brand new lock on the door to the building… and my key no longer worked.

I rang all the doorbells; no one would answer. Several residents came onto their balconies and shouted down at me but no one would unlock the door. I rang the host and left several messages with his PA. I tried ringing Airbnb, who were worse than useless, telling me that the host was entitled to change his mind about letting me stay. They seemed to totally miss that it was the end of the stay and I just needed to leave.

The car showed up. I had to pay him EUR 100 cash to sit and wait (small town, no cabs, I’d booked him in advance and if he left, I’d miss my flight). Finally, around 1:15, the neighbours I’d spoken to came home and saw what was happening. I pleaded with them for help and they finally convinced a man in the building to let me in to get my things. That man stood there and literally watched every move I made. I couldn’t even change my clothes because he wouldn’t let me close a door. He gave me five minutes to get out.

I never got any joy with Airbnb. Their view was that I’d stayed as planned. The host finally rang me as I was en route to the airport and absolutely reamed me for ‘being mean to his PA and calling repeatedly.’ Never mind that he was prohibited from renting on Airbnb or that I’d been locked out in a bikini for almost two hours. Or that his neighbours were so angry they changed the locks on the building. When I left a review reflecting this, he left a response saying that I had parties every night, the neighbours called the police because we were using drugs… all made up of course. Never again.

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Nightmare at Mexico Airbnb Makes Us Leave Early

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A misrepresented listing led us to find serious issues with listing in Cholula Puebla, Mexico: three bedrooms, 3.5 bathrooms, three-story house, two years old. It was not only dirty but there was no PPE or COVID-19 sanitizing protocols or cleaning supplies even though the host is a dentist. The host said they only cleaned once a month; there were no cleaning supplies at all, so guess we missed that window, right?

We walked all over the house. There was no gas or internet. We were told to wait for the gas truck and cable company to do installs, while the hosts left. The workmen took 7.5 hrs to finish (no PPE while going up and down the three floors) you can see the installation on the photos I will include. The gas people finally showed up and the pilot was lit, immediately there was a strong gas odor. The host said it was nothing and “just leave the boiler door open” except that the gas leak was very strong all over especially in the kitchen. I should say the boiler temperature never increased from the pilot level so the gas couldn’t get worse which meant no hot water.

We called the host several times about the gas leak, and they finally said a plumber would arrive right away. They never did. I opened the rear sliding door only to be met with all types of flies and mosquitoes. We had to keep it closed. I should add the home was very hot, with no window coverings. We were told the internet would work the following day but it only worked on the first floor due to the installation plus this was an old issue they were aware of.

We gave them benefit of the doubt but couldn’t sleep due to the gas situation and being bit by fleas or bedbugs as soon as we lay on top of the bed. Add to this house wasn’t as advertised — new, modern house completely outfitted — the living room furniture was badly stained, dirty and full of dust plus broken (they were same style as listing but different fabric), and the same for the dining room and kitchen.

The upper floors were stifling hot so they had small fans everywhere. Everything had serious calcium deposits which affected the use of any water, the microwave was dirty and greasy, and everything was old and mistreated. There wasn’t one pan for cooking, just old beat up pots but no spoons, spatulas, coffeemaker, blender, even where you drain dishes didn’t have base on it so couldn’t be used.

They say they’re set up for long-term stays? Definitely not. They also gave us limits for utility use: 500 MX for gas, 500 MX every two months, (roughly $25). You pay for anything over. The host made a abig deal of utility conservation yet with a gas leak, only multiple ceiling lights, no small table lamps available so you’d use much more electricity, plus a very hot house requiring fans everywhere gives the reason for their utility limits.

We left the very next day after seeing had odor was worse, there was no plumber and the internet was still not working properly. We notified Airbnb about getting a refund. It’s been over a week and even though they replied, there has been no resolution yet.

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Host Lied About Cleaning Filthy Airbnb During Pandemic

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I have used Airbnb for years but never again. My pictures will show that this new host had no concept of what was clean and had not cleaned let alone touched high contact areas. It appears a long-term renter had been there as we were unfortunately the first guests in what they say was a newly refurbished property. They had painted bedrooms but left the kitchen and washing machine cupboard untouched: door handles were sticky, light switches filthy, dirt built up deep and when you opened the fridge door you could see the dirt build up.

The kitchen stank so badly of cat spraying and wee, it also smelt like something dead like a mouse. I told them and sent pictures. They blamed a cleaner but wouldn’t tell me who that was so I could raise a complaint and they said they would clean the next day, a day into our trip. We stayed out all day in the hole so they could do a deep clean. We couldn’t find anywhere else to stay.

We got there late the first night with our son who has Crohn’s and is a higher risk. We couldn’t get anywhere else as everything was booked and we were complying with Airbnb and giving them and the host a right to respond. Airbnb said not to cancel — it had to be done by the host. Anyway, we got back and found that only superficial cleaning had been done: no hoovering the dirt in cupboards, no cleaning next to the washing machine or the machine.

I had such a bad night with my severe cat allergy and knew something was really bad in the kitchen so I tried to find the issue. The photos of the fridge, floors, washing machine, and cupboard are after they had the chance to clean. I was fuming and told the host I sent photos to Airbnb. The host said they would refund me but are now refusing and changing their story because I left an honest review. I am still waiting for Airbnb and I will be taking legal action. The host has now posted defamatory statements about me in their reply to my feedback.

I am at a loss how people can be like this and rip people off and lie so blatantly. I have photos, I have their emails admitting they didn’t clean, admitting it’s wrong, admitting they would refund me and now because I didn’t play the game and lie on my feedback they are refusing. Had I lied I think they would have still refused, and they would have said my feedback showed I’m happy. The biggest issue for me is Airbnb and this is not fit for an enhanced cleaning program. A host gets a badge and is shown to be COVID safe when they are not even doing basic cleaning. I would love to do a class action on Airbnb to look at this and the facts.

Airbnb Superhost Extorted Me for a Good Review.

I encountered a very calculating and dishonest host. She will go to great lengths to make sure your negative review never sees the light of day.

I left my stay early due to the pool being frigid and unheated. I mistakenly assumed since the pool was the front featured amenity, it would be heated. I fully accept that mistake. In my previous experiences with pools, hosts have specified if the pool wasn’t heated and would offer to do so with an extra charge. When I asked the host about the pool, however, she launched into a rant about how it was too expensive to heat her pool, offered no solution, and if I wanted to swim I should go to the civic center or the Marriott.

Once she learned that my husband and I checked into a nearby hotel and left early, she acted contrite and said she would like to offer a “small refund.” I told her that would be appreciated. Next, she told me that her reviews were “very important to her,” and that she would send the refund after we both completed our respective reviews. Believing she was in good faith trying to rectify the situation, I gladly accepted.

As it turned out, her plan was to trick me into giving a positive review and once they were completed, she abandoned the refund. Reviews are permanent and cannot be revised. Therefore, I had to contact Airbnb to have my review removed and report the issue. If you take a minute to scroll through and find the few people who gave her a bad review, you’ll see that she responds in a rage, seemingly losing her ability to proofread and use correct grammar.

My only intention with this response was to make people aware of the kind of person they’ll be dealing with, because I’m sure she has done the same thing to others in the past and wouldn’t hesitate to do it again in the future. I have repeatedly tried to rectify this with Airbnb and get my real review shown and they won’t listen. They also state that there isn’t enough evidence, when it is all clearly in the Airbnb messaging system if they cared enough to read it.

Airbnb Host Accuses Guest of Having COVID

I was staying at an Airbnb location in New York City at the height of the pandemic in April 2020. Fifty three days into a 60-day stay, the host contacted Airbnb and accused me of having COVID-19. I had no symptoms and have since tested negative with the swab nasal test and the antibody test.

Just after 9:00 AM on a Friday I received a text from Airbnb that the host accused me of exposing her to coronavirus and I had to leave within 90 minutes. Not only was my reservation cancelled but Express Booking was disabled and I was told that I would have to call and get permission to stay with another Airbnb host.

I refused to leave and the host called the police three times, but first she changed the locks. Just before calling the police for the third time, she began throwing my personal possessions onto the street. While all of this was going on Airbnb was threatening penalties, although they did not specify how much.

Airbnb refused to refund a subsequent reservation at another location and only refunded a fraction of the pro-rated charges for the first reservation. Ultimately, I did use my second Airbnb reservation at my next stop without a problem. Airbnb did apologize, but this situation was so over the top and the pandemic is still raging I would warn all guests.

Also during the three police visits, nine officers were dispatched. It was very intense with the officers. I am not exaggerating when I say I could have been killed, but thanks to connections I had I was able to get through to the commanding officer of the precinct to give him the facts directly.

The host is still being investigated. The owner of the property is being investigated. The police were investigated and my complaint was found substantiated and is now awaiting departmental trials. Finally several agencies are involved in investigating Airbnb at the state and federal level.