More than $10K in Damages, Airbnb Paid $510

An Airbnb guest held an unauthorized party during the pandemic lockdown. We never allow parties, even before they became illegal.

This guest said she was coming alone. The police estimated that there were at least 100 people in the two-bedroom home when they arrived. The neighbors told us that there were several fights that spilled into the street before the police arrived. There was a stabbing. The damage to the unit was more than $10,000.

After three weeks of back and forth with Airbnb personnel who changed on a daily basis and would only communicate via email, they paid us $510 for painting and damaged walls and then they went dark. They refused to explain why all the other proof of damage and proof of value of the damages were being declined.

There was no explanation, just an email saying our case was closed and they would not reply again. They were very demanding about proving the value of items damaged and it was so difficult to comply that we did give up on certain items. We still were able to document more than $10,000 and supply the required proof of value. They simply said they would not discuss the reason for the low compensation.

Airbnb Party House Makes Resident Consider Moving

I live in a relatively quiet, residential neighborhood in Washington, D.C. Unfortunately, the house next to me is a year-round property used for rentals that caters to groups of 15+. Oddly enough, this is illegal in D.C., and the absent owner advertises how they use a legal loophole to get past this. The owner proudly states that you can sleep in”peace and quiet” in their rental, and “no parties or events” are allowed.

I am so fed up with the constant parties: the blaring music at 3:00 AM, the fighting, the screaming, and the disgusting lack of respect guests have towards their neighbors. Just last night in the midst of stay at home orders, a group took the liberty of renting the unit for a party and turned the music up. I’ve had to call the police numerous times; they are always prompt, courteous, and handle the situation.

Last night’s group decided to retaliate and begin screaming that the police can’t quiet them down. I’ve had to go to the patio numerous times to politely ask guests to quiet down over the last year. I’ve been cursed at, had beer cans thrown at me, and told that I’m inconsiderate because it’s 2:00 AM on a Monday and their group paid “good money” to be there.

The owner doesn’t care whatsoever. I realize that it was probably of no use, but I called the phone number for Airbnb, and the rep had to ask me multiple times to either move away from people in the room or turn down my music. I was in my bedroom with the windows shut and white noise machine running; it was the partygoers next door. I’m sad that it’s come to this, but I will most likely have to move from the home and neighborhood I’ve loved so dearly.

Monster Airbnb Next Door Ruining my Family’s Life

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Seven years ago my husband and I built our dream home in a nice neighborhood in Austin. When two large homes began construction on a single lot next door, we were bummed by how huge and close to us they were, but looked forward to having new neighbors in any case.

Once the homes were finished, we realized with horror that both were being used illegally as Airbnbs. Each home is nearly 3,000 square feet, five bedrooms, and hosts up to 14 people. Each unit has a hot tub that sits directly under our windows, less than twenty feet away from our home.

As soon as they began operating in October 2019, our lives were shattered. Groups of party goers began rotating through both units every weekend. Music, laughter, shouting and cursing came from both hot tubs at least once a week, usually more. A bachelor party brought prostitutes over and took turns having sex in the hot tub until 7:00 AM. Another group casually chatted at full volume about buying some cocaine for their party.

One of the units has two giant second-floor windows that directly overlook our property, including our outdoor spaces, and guests like to stand at those windows and watch us like we’re animals in a pen. If I were to list every instance of a disturbance, this post would be longer than the Old Testament.

Since October, we’ve filed 17 Code complaints, and called the police on five different occasions (though our police department is so understaffed, and noise complaints are so low-priority, they responded only once). We’ve written to our council member, neighborhood association, and exchanged several dozen emails with the Code Department.

After receiving multiple violations for operating illegally, and having their guests confronted by code officers, the investors applied for a license granted only to owner-occupied STRs, by claiming the units as their “primary residence”, and actually received them (for one). The Code Department admitted in an in-person meeting that they did not want to grant the license to these operators, and tried to find a way to deny it, but were forced to issue it according to regulations.

Today our nightmare continues. We can’t sleep in peace. Our privacy, comfort, health, and safety are completely compromised. I’m suffering anxiety-related health effects. We are at a point where either they stop hosting, or we will need to move. It’s terrifying to consider that we might actually lose our home over this, but the stress of living next to this nightmare is just not worth it.

I’ve been carpet-bombing Airbnb “neighbors” with complaints for months, but have received zero support. This week Airbnb actually “temporarily suspended” the listing, but the host just turned it back on immediately. When I asked Airbnb how this can qualify as a suspension, they said they can’t release details due to privacy reasons. We finally filed a case at the municipal court, and hope whatever comes of that succeeds in finally bringing us some relief.

Airbnb Doesn’t Delete Confidential User Data

I wanted to unsubscribe from Airbnb emails but they have no unsubscribe function as required under Australian law (Spam Act 2003). To unsubscribe, Airbnb’s terms state only to “send us an email” to terminate the agreement. An email was sent as requested with the subject and body “cancel my account” for two accounts (i.e. Germany and Australia).

For the first account, Airbnb advised me with three reply emails sent from a third party (zendesk.com) that the requested account was cancelled. I conducted a test five days later to confirm the cancellation had failed. Access was granted to the cancelled account on login with the last password. Confidential account and profile information including my date of birth and phone number were still accessible, able to be updated, and obviously still held by Airbnb.

Airbnb refused to cancel my second account unless a “government ID” was provided, in spite of the request being sent from the same email address used to login. Airbnb was advised that the email reply was indistinguishable from a “phishing” scam. Airbnb was asked to state what legal authority Airbnb relied on to demand a government ID from me to cancel my account.

Airbnb simply continued to demand proof of identity to cancel the account without stating the legal authority for their demand other than suggesting it was merely an Airbnb policy. After replying to all further Airbnb responses with automatic resending of the original “cancel my account” request, Airbnb finally advised that the account had been cancelled but the data would not be deleted due to my failure to provide ID.

Airbnb has demonstrated their: failure to provide an unsubscribe facility as required by the Australian Spam Act 2003; failure to terminate (AKA “cancel my account”) the agreement while claiming to have done so; failure to give physical effect to the termination of the agreement granting Airbnb the right to hold confidential personal information necessary for service delivery by not deleting that information on termination.

The above evidence shows blatant breaches of Airbnb’s own policy, the Australian Spam Act 2003, and the German GDPR, which proves Airbnb’s intention not to protect consumer information.

The Worst Airbnb Customer Service Experience

Hey everyone, here is my story. We’ve been using Airbnb for two years and rented about 15 places around the world. The big issue came on our last reservation in Hawaii that we booked seven months in advance. We made a booking on July 30, 2019 for our stay for January 17-24, 2020.

On August 1st, the state of Hawaii had a bill passed that prevents short-term rentals to rent with no license for less than 30 days. It’s becoming a common practice around the US and the world. However, our host waited until the last minute to cancel on us and advised that their listing on Airbnb was flagged by local authorities, who advised them if they kept renting illegally they would get fined a lot of money.

While I appreciate the host’s honesty, I don’t appreciate that host was well informed about the upcoming laws and technically was running their own business illegally while Airbnb was paid – also illegally. The host cancelled four weeks before our check in. I reached out to Airbnb and they advised us that they don’t have any responsibility at all regarding local regulations; it’s up to the host to decide if they want to do business legally or illegally.

We decided to re-book a similar place but it was more costly since we only have four weeks left before check in. According to the bill, any short-term rental agent must provide their license or advise the customer if the property is listed legally. When I asked this question to my new host, the host ignored me and kept silent. I followed up on the next day asking the same question. The host then reached out, saying that they wouldn’t rent this place to us and wished me good luck. With a strict cancellation policy allowing no refund and refusing to cancel the reservation, this host told us we had to cancel. Well, this sounded like a scam to us.

We reached out to Airbnb with this situation and they also refused to do anything on their part. After multiple hours of calling them and asking for a manger they rudely advised us that they were denying my request to talk to a manager and we on our own. My first thought was, “Wow, we just got scammed by Airbnb in real life.”

Within twenty minutes of this disaster, the manager called me. I explained the situation to him, then he told me that he would reach out the host for clarification. Ten minutes later, the reservation was cancelled with a full refund that we still have not received. We were quite shocked about what actually happened and we probably would never use Airbnb anymore. We actually did some research and ended up booking a better option with a hotel.

It also looks like that price-wise, Airbnb and hotels are not that far apart, but if something goes wrong with Airbnb, you will regret any business with them. It’s actually a disaster dealing with Airbnb customer service.

Airbnb Puts Lives at Risk when Everyone has the Keys

We arrived in Paris at 9:00 AM on November 22nd. We arrived at Urban Flats around noon and stored our luggage with them. They assured us they would be in a secure location. We returned at 4:00 PM and checked into our prepaid Airbnb rental. We had eight people in our group: five adults and three children under 7 years old. That night my son and daughter in law decide they would sleep on the sofa bed in the living room.

My son awoke to someone opening the front door. He spoke out and the person closed the door and left. My son got up, locked the door again and place furniture in front of the door. We thought maybe it was a mistake and went out sightseeing at 10:00 AM. We made sure the door was properly locked.

We returned at 6:00 PM. When I went to my room, I noticed my converter plugs and iPad were missing. We then realized everyone had all their electronics (three iPads, one computer, one smart watch) and chargers missing. Upon further search, we found that all the jewelry was missing. In fact, a carry-on bag was missing and I believe they used it to remove our property.

We went to the Urban Flats office and reported the break-in. The employee went to our apartment and found the spare apartment key in the lock box by the front door. He said that should not have there. He then proceeded to lie to us: first, he said he called the police, and next we had to walk to the police station. At first he said he notified his boss, then he said he could not call him. Lie after lie. In fact, he said we should not worry since travel insurance would cover it. He assumed we had insurance and could not understand why we were upset.

We did file a police report, but they said they could not help us. We called Airbnb and filed a report. The next day they acted as if we never reported anything. We personally notified the owners of the apartment. They were helpful and gave us a full refund so we could go to a hotel, which turned out to be more than we planned on spending. The first time we called, the Airbnb agent said they would give us $250/person for a hotel and then the next day we were told that was not possible.

As far as I am concerned, Airbnb put our lives at risk. This was an inside job since someone provided the robbers with the building code and key box code. I plan on posting on every social media website that Urban Flats is corrupt and dangerous. Airbnb has been no help. I plan on seeking legal counsel due to the fact that eight lives were put at risk.

Terrorists Hosted by Airbnb Subletter in Israel

I am an owner of an apartment. Since I live in another country, somebody I knew – and I thought I could trust, as they rented my flat previously – suggested I rent my flat on Airbnb. I really didn’t want to do it as my flat was just renovated. However, she convinced me and I stupidly fell for it.

After a few months, I visited and had some issues with this girl whom I did not know. She was illegally renting several flats on Airbnb. On this visit she told me that she went to Israel where, before boarding a flight, she was arrested by the police. After a long search, it turned out that she was arrested as they found emails with a terrorist whom she hosted. I don’t know if this was in my flat or another.

I contacted Airbnb who did not want to give any information, who also don’t even have an office or email being an online/internet business, which is absolutely absurd. I had to turn to the authorities who did not help either. The girl refused to give me the contacts of the people who stayed in my flat. This very same girl also stole the money she got from rentals. Airbnb refused to give me the information of people who stayed in my flat and how much they paid. The girl stole the money.

Please do not use Airbnb. I didn’t use them even before the accident as I prefer authentic places. Airbnb is not that. Be careful. You never know when a terrorist visits and you put your life, the life of the people in the building in danger. Airbnb should be illegal.

Sue Airbnb to Receive Your Host Guarantee

I had a guest who lied, saying he lived far away and that he wanted to visit San Francisco. In fact, he live an hour away and wanted a house to trash while he was with his friend. I don’t allow smoking, but I found ashes and cigarette butts in my bedroom. Items were stolen and glasses broken. Urine was everywhere but in the toilet. He annoyed my neighbors, and left trash everywhere.

When I got home four hours after he checked out, I came home to a house with the lights on, TV on, stove burner on high, and windows wide open when it was raining. I was so upset seeing my nice home defiled. I cried for it. I did most of the cleaning myself, but I sent it for money for the stolen and broken items and for the wood floors warped from the rain.

Airbnb’s Home Guarantee office said that they wouldn’t refund me; apparently I violated the terms of service because my house is under contract for sale. My house wasn’t for sale, and it still isn’t. I called and emailed them, and I received this reply: “This is our interpretation and it is the only one that matters. Don’t contact us again about this.”

I then had to research how to sue them. It isn’t hard; I recommend it to everyone who gets ripped off. I sued them in small claims. You need to write a demand letter stating what happened and what you demand, what you want. They have thirty days to respond, and then you can file. For me, they responded right after the demand letter.

Look online on how to write one; you don’t need a lawyer. Small claims in California is for claims under ten thousand dollars. I needed a name to put on the form, so I just used the CEO. I live in California, so maybe it is easier to sue them, but I recommend everyone do it. After I sent the demand letter, I received a crappy apology by email and most of the money I asked for. I am done with them forever.

Money Taken for Properties I did not stay in

My credit card was recently billed £1225.00 for two properties in Spain that I didn’t book and did not stay in. The details were sent to the wrong email address so I couldn’t even cancel or sort it out at the time. I have made eight calls now to Airbnb customer service. I have to repeat the story over and over. They say my issue has been escalated – whatever that means – and I never get a call back. Surely with a company doing so well they can employ competent people who can help me. They have lost a customer, both as a potential host and a guest, and I could never recommend them. Next stop action fraud.