Most Terrifying Airbnb Experience, Haven’t Received Anything

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I had a super intense depressing day. All I wanted to do was just take a shower, lie down, and relax. I recently had a fire and lost everything so I got an Airbnb yesterday. Everything in the post was a lie: it said it had its own entrance; it said it had a hot tub; it said it had two beds in my room; it said it had heat; it said it had a gym.

I came to find out the house that I got dropped off at after I spent $30 for a Uber ride wasn’t even the address listed on the post. I found this out when a girl from across the street came out and said she was the Airbnb host. I walked across the street and asked her why the listing said it was that house. She said that it was a glitch in the GPS.

I walked inside the house and there was no heat. Mind you, it was below zero outside. The whole house was nasty and trashed. My room was not the room in the post. That it had no heat was bad enough, but she also had a bunch of people there. She was doing drugs inside the house with all her friends.

There was no hot tub. I didn’t have my own entrance. I mean basically everything was a complete lie. I got on the phone with Airbnb and they ended up telling me to leave. I ended up walking a mile to get to the next closest place. Mind you, it was below zero and I just had the worst week of my life. I ended up at a Wawa convenience store. My phone’s going to die here.

The Airbnb people told me they were going to comp me some money to go somewhere and get some food until they figured out what to do. They told me they were going to call me back. It’s the next day and I still haven’t got a refund or anything. I had to spend another $30 on a ride, spending extra money out of pocket to stay somewhere. I missed a day of work and got written up for it. It’s been one thing after the next and they still haven’t even called me or done anything to fix my issue.

Airbnb Supports Fraudulent Listings by Hosts

I checked into my cabana and it was listed as having two beds. There was one bed in a closet. The previous tenant had busted the TV, left it up on the wall, and had no plans to replace it. The pool and hot tub were freezing. There was no hot water in the shower. The space heaters, which were the only source of heat, kicked off continuously because they were plugged into power strips.

I immediately contacted Airbnb and informed them of the fraud. They told me that I had to give the host a chance to fix it. After four days of no sign of repair, I called Airbnb back and moved out. The host would not even take their phone calls for a week. It’s now three weeks later and I have spoken to twelve caseworkers, a specialist and one manager and now the final answer is I’m not getting my refund because apparently this is all my fault. Airbnb has left me with nowhere to go. They have kept my money, ruined all of my holidays plans and caused a great deal of stress. They are criminals.

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Bad Experience with Airbnb Host in Vancouver

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I made a reservation on Airbnb for a bedroom with a private bathroom and paid the full amount on November 23, 2019 to stay December 5-8, 2019. On the check-in day, December 5th, the host emailed me to change my bedroom with a private bathroom to a shared bathroom at 3:00 AM in my timezone. I didn’t check my email until a few hours before the check-in time. I never expected a change in the reservation on the check-in day.

I insisted to the host that I still wanted the bedroom with private bathroom which I reserved and had paid for since November 23rd. The host replied that he already sent me an email about the change. However, he did not clarify on compensating me for the difference between a private bathroom and a shared bathroom. The only thing he replied was that he could cancel my reservation if I wanted.

On the check-in day at 10:00 PM at night, if an Airbnb guest cancels his reservation that he made on November 23rd, where can the guest stay that late at night? Why should I deal with this host and this situation? It was a very bad experience for using Airbnb for the first time in Vancouver.

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Airbnb Host Says There is a “Washer”

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I wanted to find a place to stay in Bacolod for a week that had a washer and dryer. I used the filter to specify for a washer. The host’s listing showed up as one of the results. I contacted her and asked if they had the washer in the unit, to which she responded that they had a “laundry shop” located at the ground floor of the building. Having lived in America for twenty years, I assumed that she meant a laundromat, so I decided to book for a week.

When I arrived at Cityscape to check in, the nosy security guard begged me for two pesos to pay for photocopying my ID. I wondered why he was not given funds for operating expenses. It felt cheap. Guess what? The word “cheap” describes the rest of her offering.

Compared to my previous stay at residences that cost a few more dollars per night, this condo unit offered half the value. The building was so-so, the studio and bathroom was half the size and the balcony was less than a quarter in comparison. That previous place also had a washer in the unit. The interior of this condo was alright, nothing to talk about to folks at home. At least the wifi was better than most places.

When I pulled up the curtain next to the small dining table, the window was not clean. There was a smudge that resembled bird poop. Best to let the curtains down. Then I opened the cupboard and lo and behold, there was a Tetra Pak of cooking oil that was already opened. I was like, “I didn’t ask for cooking oil but boy this is unsanitary and oh so cheap.”

Here’s the reason I asked for a washer and dryer and was willing to pay extra: I had met a handsome young man online who lived in Bacolod while I was staying in Iloilo. He was a sweet, charming, and wanted to become intimate. We met in person and found each other attractive. I invited him over to my place and intended to list him as one of my registered guests. We had an awesome time as you would expect of mutually infatuated adults who scored big.

The next morning, I pulled off the sheets, collected all used towels, and added my worn clothes. I tidied the room and then went downstairs to the “laundry shop”. As it turned out, there were no washers nor dryers in the building. The “laundry shop” was a collecting area where they bag you dirty laundry to be washed and dried offsite. The regular rate meant that your laundry is returned after two days at night time, but by paying double you get your laundry back by the end of the day.

I was obviously pissed off. I wouldn’t have clean sheets and towels nor clothes until at least overnight. I contacted the host and complained about being mislead. She responded by being obstinate and insinuated that it was my fault that I, an American, thought there were actual washers and dryers in the building. She was not forthcoming about the true nature of this so-called “laundry shop”.

I complained to Airbnb directly and wanted them to cancel the rest of my stay and be refunded properly for being duped, but ironically the representative replied by saying that the host did nothing wrong and she was vetted. What a sham. I told the representative that she ought to consult a dictionary to know what a washer is. In fact, I should have referred her and the host to use Google Images to see what a washer actually looks like. If you checked the box that says you have a washer, you should have an actual washer in the facility, not some collection site where they couldn’t get the job done on time compared to having an actual washer in house.

Nothing was resolved and the Airbnb closed the ticket. What a laughable disappointment. I’m glad I only used Airbnb a few times. I’m deleting their app once my week is over. I vowed not to use them again. I have heard horror stories and now I have one of my own to tell.

Airbnb Service Charges not Returned on Cancellation

I was interested in a villa in Colombia for March (four months from booking). It was a large villa and I wanted to confirm the guest. I asked the host for three weeks to cancel, rather than his normal 48 hours. He agreed and this was documented clearly in Airbnb Messenger. I cancelled after two weeks as I could not organize the guests and Airbnb refused to return their service charges of $864.79, citing their policy.

The end result was Airbnb Customer Service protected the customer and left the host and the guest out to dry, the complete opposite of customer service and common sense. This wasn’t a last-minute cancellation. This was a documented exception for four months from now. Airbnb protected their bottom line and sold their soul.

I pity the poor people who are getting excited about the Tokyo Olympics with Airbnb. They are lined up for a living hell. Frankly, I think that any normal travel company would never have a strict 48-hour cancellation policy. That really is the opposite of customer service.

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?

Airbnb Apartment on Active Building Site

I booked an apartment on Airbnb in Bugibba, Malta based on the description and location. The location was given to me by Google Maps coordinates and I was instructed to meet a rep there who would take me to the apartment. However, when she picked me up she took me to an entirely different area. The apartment was unfinished and in the middle of an active building site with workers carrying out work in front of the apartment.

I told the rep that this was not acceptable and to contact the host, which I did. He told me that he may have an alternative. As it was getting dark, I had to use the apartment as I had no alternative accommodations.

That evening as my wife and I attempted to go out for a meal we found it was impossible as there was builder rubble strewn about the area and no street lighting. We had not eaten since breakfast but it was impossible to leave the area. My wife and I are both in our 80s and diabetic so going without food was dangerous.

The next morning I contacted the host and told him we were moving out as it was dangerous to walk in the area, Explaining that the previous evening we had not been able to walk in the area. His response was “What can I do? Do you want me to come with a torch?”

This apartment should not have been rented out and giving an incorrect location is fraudulent. I am now in a different apartment at considerable expense to myself and when I requested my money back was just told no.

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Locked in Small, Disgusting Airbnb Room

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I rented a small room through Airbnb. It certainly was the stay from hell. The sheets were filthy. The room was filthy. There was a safety issue with the keys; I was locked in my room for three hours and unable to get out. I was terrified. All attempts to contact the owners – phone calls, texts – were ignored.

Although there may be many good reviews on the property this was not my experience. The owner attempted to bribe me with a cheap bottle of champagne to not write a negative review on Airbnb, stating he was a politician in Brugge and didn’t want any negative reviews attached to his name.

Shortly after arriving at the Airbnb, I went to sleep before heading out for the evening. Pulling back the sheets, it was obvious they had not been changed: the pillows had hair on them, and the sheets were crushed and filthy. I guess someone had slept in them with shoes on, bits of grass, dirt, gravel.

I called the owners. They promised to come over and change sheets immediately. Three hours later I called the host to ask why she had not arrived as promised. She rudely stated, “I have more important things to do. I have to pick up my child from school.”

If you can’t manage to juggle your business and your family life, then don’t become an Airbnb host, and certainly don’t lie to guests. When I said I would not sleep in filthy sheets she rudely said she would send a cleaner over to change the sheets, which she could have done in the first place.

The cleaner arrived an hour later, four hours from my initial call. The cleaner was shocked when she viewed the sheets and promised to inform the owners. She also agreed that the floors had not been vacuumed, the toilet had certainly not been cleaned or flushed, and the basin had not been wiped – it was disgusting, with old soap and toothpaste left. The shower had not been wiped clean. This room had obviously been missed.

The following morning I had planned to head out for a walk early but was unable to unlock the door after trying numerous times. I called both owners for help and sent texts but they were ignored. Three hours later, the cleaning staff arrived. I had to yell from my room for help. The staff acknowledged that this was an ongoing issue and both owners were fully aware of the safety issue regarding the key and had done nothing. The cleaning staff told me they had had previous issues with guests being locked in this room before.

Shortly later as I was packing my bag to leave, I could hear the host speaking with a staff member in the garden/courtyard below my room chastising the staff member for not cleaning the room or changing the sheets. He spoke to her at length and I heard all of this conversation. Yet the host stated the sheets had been changed and I was overreacting and not staying calm regarding the keys. Instead of taking responsibility and simply apologising for the mistake, they chose to shame me in an attempt to make themselves look better.

Later as I was leaving the property the host approached me and attempted to tell me why the room had not been cleaned. He offered no apology, just “My wife is a very busy person and doesn’t always have time to clean the room between guests.” He then went on to hand me a bottle of champagne -which I refused – as a bribe to stay quiet, begging me to not put a negative review on Airbnb as he was a local politician in Brugge and did not want any negative reviews against his name.

Their review on me was completely dishonest in an attempt to protect themselves and their tardiness and deflect any responsibility. I was disgusted and disappointed by these hosts: unprofessional, dishonest and simply low-lifes. Do not stay at here. Absolutely the room and hosts from hell.

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Airbnb Condones Lying and Scamming Hosts

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I booked a stay in Los Angeles from September 23rd to September 30th. My total was $2134.46. Upon arriving to the location at 3:00 PM, the host took me through what seemed to be a back entrance to enter the building and up to the unit. I asked if he had two keys as I had a second person staying with me and he told me the building only issued one.

He showed me around to the unit, told me that the pillowcases and towels were still in the dryer, and then left. Within minutes of him leaving, I noticed that the bed linens were dirty, with hair on the sheets and white stains all over the bedspread and pillowcases. I was going to just wash them myself. However, the linens that were in the dryer were not dry. I tried resetting the dryer three times but it kept cutting off.

I tried to connect to the wifi and it would not work. I then set out to go pick up something to eat. Upon leaving, I double-checked to make sure the front door was shut tight and locked. However, when I pushed on the door, it popped right open. I tried to shut it about three more times but it would not shut and lock completely. Therefore, I called the host and explained:

• The bed linens were dirty.

• The dryer kept cutting off whenever I tried to reset it to dry the pillowcases and towels that were in them. I had to reset since after the first cycle had finished; they were still damp.

• I could not connect to the wifi.

• The front door would not shut and lock properly.

The host said they never heard that before. While on the phone I again attempted to shut and lock the door hard. However, it would not shut and lock properly. Add this to being brought in using a back entrance and I did not feel safe. I could not stay in a place that does not have a front door that shuts and locks properly.

The host said I could cancel my reservation and they would give me a full refund with no contest. I then called Airbnb to follow up; the person I spoke with told me she needed to see the communication and that she had to contact the host. Airbnb called me back, saying the hosts said they would come over to fix my issues.

This turn of events was alarming since when I talked to the host they said I could leave, cancel, and be given a full refund. I tried to tell Airbnb that I did not feel safe and was uncomfortable. However, the woman on the phone aggressively ignored my concern. Being a single female, taken through a back entrance, then realizing the front door did not shut and lock properly, the hosts being two men, I was completely terrified.

I packed up my belongings and went to wait for them outside in public. By the time I got to the door, they were on the other side of it. They came back to the unit to try to “fix” the issues listed above. They showed up to the apartment with an extra key in hand. However, I was told the building only issued one in the beginning; this was also concerning.

They proceeded to come in and I stepped outside into the hall, as I did not feel safe. They tested out the door and saw for themselves that it was not shutting and locking properly. On their several attempts to shut and lock the door, they told me that I just needed to slam it extremely hard. I should not have to slam and jury-rig the doors to the highly priced Airbnb I was staying at.

When traveling as a female alone, safety is of the utmost importance. I explained to both of them that I did not feel safe or comfortable staying here and I would really appreciate if they would stick to their word allowing me to cancel and give me a full refund. They agreed so they sent a message via the Airbnb app and confirmed they would honor a full refund for cancelling due to the issues listed above and their inability to fix them.

At this point, I returned the key to them, they walked me down out of the seedy back entrance I came in, and I left. The host agreed in the Airbnb app to giving me a full refund without contesting it. I then called Airbnb again to follow up; I was told that I had to cancel the reservation to get a refund. I did that and then called back.

At this point, I was told someone was handling my case and would be contacting me. I never heard from him until he emailed me at 5:41 PM saying that he had forwarded my case onto someone else who would be contacting me.

At 7:31 I began receiving messages from someone saying that he was handling my case. He said he spoke to the host and they sent videos/photographs of the issues listed above working. These alleged photographs/videos were obviously taken after I had left, after the host agreed to a full refund because he could not rectify the issues.

Airbnb told me that they would not honor my refund. They also said that the host was claiming that I refused to give them the key until I got my refund. This is entirely not true. As I mentioned above, I handed over the key to the host when he agreed to give me a full refund due to the issues listed above, as I no longer felt safe staying in this Airbnb.

There is absolutely no reason why I would withhold the keys. A key fob is not worth the $2134.46 I paid to stay in this Airbnb. Withholding a key fob is not going to get my money back, nor provide a place to stay. The host never informed me that any issues were fixed or could have been fixed. I tried reaching out to the host several times but they stopped answering my calls and texts and blocked my number.

I asked Airbnb who I could speak with but they ignored me. I called again; I just kept being told this particular case manage would call me. He did not; he continued to message me. He told me if I had proof of all this, to send it. Therefore, I sent him the screenshots of the messages where the host confirmed he would give me a full refund since. This is what Airbnb said they needed to see: verbal confirmation from the host agreeing to give me a full refund.

I requested Airbnb call me immediately. Finally, about seven hours later from the start of all this, they finally called and did not take into account my experience, but just kept reiterating that the host sent pictures. Had the host put any effort into seeing that all these issues could be fixed when he came back to the unit then I would not be writing this; the issues would have been fixed and I would have had a place to stay. However, he did not do any of that. The host agreed to give me a full refund without contesting it and we parted ways.

I asked Airbnb for a corporate number: they said there wasn’t one. Therefore, I asked to speak with a manager and he finally got us on the phone with one, who said an investigation would be launched.

I am appalled at this level of service. The constant run around with Airbnb customer service has taken up my entire day and ruined my trip. My brother was getting married and this week started in tears and fearing for my safety. Not only did I lose $2134.46, I am 3000 miles away from home without a place to stay.

This Airbnb host has scammed me. I deserve a full refund. My request was simple: I wanted a refund for the full amount which I was told from Airbnb customer service that the host had to agree to, and they did. There is no way I could have stayed in an apartment with a broken door, being taken through a back entrance and then having the host make false claims after confirming he could do nothing about the broken door, the dryer and wifi not working, and would give me a full refund.

This completely ruined my trip and overall experience with Airbnb. I have called numerous times, I have spoken with several “case managers”, I have been told ad nauseum that someone will be reaching to me and no one has. I then had to spend another couple thousand dollars on hotel accommodations.

I have had nightmares following this incident of someone breaking into my hotel room and doing terrible things, all because of the traumatic experience I went through with this Airbnb host and the company. I deserve a full refund for the hell this host and Airbnb’s customer service has put me through during a time that should have been one of the happiest moments for my entire family.

I am glad I found this site to help me learn I was not alone in this nightmare. I wish I would have found it before booking but I will make sure everyone I know knows about it before they consider booking with dirty Airbnb.