When I signed up as a host (I’m an excellent host) I was told that I was in control of the settings that would control who could book. I set my settings to things like: must have reviews, must be verified. Then there are rules, which I was also told I was in control of. I can’t have children or pets in this building (no child gates on windows — this is NYC) so I set criteria like that as well.

I was also told that I could choose when to host, so I set my calendar accordingly. I use my apartment part time, so I am literally unable to host when I block dates. Then with all of my settings in place, I chose to let the people who fit all of my criteria auto book because customers like that and it makes things easier.

The problem is this. I have a wonderful business going with my great guests who can auto book, but I am constantly being interrupted by Airbnb with “requests” for bookings. These requests don’t meet the criteria, but Airbnb doesn’t tell you that, and they don’t tell you what criteria they don’t meet; you have to take the time to look through everything.

They send me “requests” for people with babies, and dogs, who have no reviews and on days that I am booked. Then they tell you that you are able to decline, but they will penalize you by locking your calendar for the days that you didn’t accept the guest who wasn’t qualified. So all someone has to do to shut me down for two weeks is send a “request” that I can’t fulfill and they can do that. I’ve asked them to stop sending me these requests that I am unable to fill, but they refuse.

Here is my question: is this actionable? Has anyone done a test case in court? Can they tell you that you have a choice but then lock you out of your business if you don’t take whoever comes along? If I take Joe with his ferrets and he burns down my building, is he a client of Airbnb because they in fact were the ones who made it impossible for me not to take him? Anyone?

I don’t want some five-part solution where I have to get around this BS by checking a series of boxes to get out of taking these people. I don’t want to get requests that I’ve already set my settings to show that I can’t and won’t take. Here is the truth: if they weren’t so shady in trying to force you to take these people, and then try to penalize and ruin your business if you don’t do it, I would be happy to see if I could accommodate some of them. But not now.

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I have been a host on Airbnb for almost 4 years and in that time have bought some small rental units in a resort town to rent solely on Airbnb as up until now it was the best platform and generated the most bookings. A few days ago I tried to log into my account to find that it had been deactivated for no apparent reason. Shortly after, I received an email with the usual airbnb account termination paragraph stating that I had violated some term of theirs and a link to the TOA page which is 5 pages of rules long. I have only had good reviews and had hosted 300+ guests at my units, so there was no good reason I could think of why they would have done this to me. The least they can do in the situation is to offer you a reason so you can understand, and if necessary, defend your position. If that weren’t bad enough, Airbnb also went ahead and cancelled $15,000 of upcoming reservations with no warning. I had some of the booked guests frantically call and email me as Airbnb cancelling on them was screwing them out of their vacation as the town was sold out of hotels and other vacation rentals and their trip was just a few days away. I had to explain how I had nothing to do with this and express my apologies and told them to contact Airbnb and ask them to reinstate the booking. They said they tried and that Airbnb just gave them the run around and showed no sympathy for their situation, even though they (Airbnb) were the ones who caused it. We ended up working out something on the side otherwise their vacation including flights etc would have had to be cancelled. Airbnb did however let the current guests who were already in my units at the time of them closing my account stay but all of a sudden I could not communicate with the people occupying my property nor could they get in touch with me as my account was now closed. I complained to Airbnb saying by doing this it must be a violation of their own terms as denying communication to my guests and vice versa is not only dangerous but it is extremely poor customer service on their part. After 4 days I finally got a hold of the case manager assigned to my case and he apologized and said they screwed up and the situation was not handled correctly but they still were choosing to terminate my account anyway.

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I had a guest who first said she was “uncomfortable”, then changed it to she “feared for her personal safety”.”She ended up saying she was about to have a panic attack and said she ran out of my house because she was “afraid for her personal safety”. She also said the last host who she told that she was “uncomfortable” just handed her money for a refund, and she wanted me to hand her cash, which I did not even have yet. These days if you’re lucky they pay on time, which means 24 hours after the guest checks in. Then I had to deal with an Airbnb “arbitrator” named Kevin T who did not seem to know what “Guest Refund Policy” was and kept dismissing what I was saying, and only listened to her side without giving me a chance to defend myself. In the end, he circumvented my cancellation policy, and yanked nearly $1500 from me. He told me on a recorded phone call that he would pay me for 3 days and paid me for less than 1. Now, the case is closed. I love the way they do something unconscionable and then say the case is closed. Oh yeah, their legal team was supposed to contact my lawyer but never did. No way to contact their legal team. I am thinking of contacting the American Arbitration Association. I wonder if Airbnb will ban me if I do that. I guess transparency and honesty will go out the window at that point.

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