Mom Gets Hurt, Customer Service Couldn’t Care Less

I have used Airbnb before and had a wonderful time. I’m not blaming them, but my host and how things were handled were the problem. To make a long story short, my mom, my little nephew, and I went to Palm Springs and arrived at the Airbnb house. The pool stunk like fish or worse. The host gave me reasons why it smelled, but I didn’t want reasons for the odor, I just wanted it fixed. Granted , she sent someone over the next day.

Then my mom got hurt because ground that was not level in the car port had been covered with a carpet and we didn’t know this. She sprained her foot badly. However, things didn’t get any worse until 2:00 AM on the same day of our arrival. I had to call 911 to come get her because I had my nephew with me. The paramedics took her because she was in so much pain. We got back at 7:00 AM with a brace and walker.

I reached out to the host to let her know she should take care of this issue before it happens to someone else, and we thought we were hanging out in the car port. The last time I checked, when it’s blazing hot outside, the car port is a great place to park and let your family out, especially a diabetic 70-year-old mother and a 5-year-old nephew… I can use a parachute on my vacation to land at a house I rent if I want to. The host then asked us why we didn’t use the front door. Guess what? I didn’t want to. I just paid money to rent her house and took care of it like it was my own, even leaving it spotless (even after she talked to me like I was an idiot): I can use whatever door I want and I chose her carport door, so my family wouldn’t melt.

Her pool stunk, my mom got hurt, and everyone was miserable the whole time because she decided to cover a hole in the ground. Did it make the carport look better? What if something had happened to my nephew? The host is lucky my mom has health insurance to cover all expenses for the hospital and doctors. She is still in pain and has a brace on. Today is August 28th and I went on vacation August 7th (and injured the same day). It’s really sad that this has still not been addressed properly. I have had a few emails with Airbnb, but nothing has been done to refund my miserable vacation. I have called Airbnb a few times and asked for the people named on previous emails; the only response I have gotten is “he is not in today but will call you back as soon as possible.”

They didn’t call. They just emailed me telling me that I should go to the resolution center and deal with the same host that spoke to me like I was a moron. I don’t want to deal with the host. I want the Airbnb professional handling these cases to call me and tell me what I want to hear, not email me and give me the same disrespect I got from their host. I’m still waiting for their undivided attention.

Fair Warning? Who’s to Blame for this Airbnb Accident?

My husband and wanted to return to the New Forest for a weekend 23 years after we had our honeymoon there. I found a beautiful barn conversion on Airbnb. We arrived around 8:00 PM on the Friday evening and was treated by our host’s son, a student. He said the door was unlocked and the key was inside. We went in and made ourselves at home. I cooked a meal and we lit the fire log burner. We sat and tried to access the internet; I had to ask him for the password. He said it was in the manual on the fridge. I looked and there was nothing but a bread board. I located the book (which was a completely unmarked ring binder in a small bookshelf), we found the code and I started to read through the book. There were lots of pages to read, but I read them all. There was a little note at the end, almost an afterthought, saying that the towel rail gets hot.

We then watched some TV and went to bed around 11:00 PM. When we woke on Saturday morning my husband wanted a shower. It was a great shower. However, when my husband got out and bent over to pick the towel off the floor, he burnt his buttocks on the towel rail. He screamed so loud, I ran to him and thought he was messing around at first. Then he turned around and he had the most horrific burns I had ever seen. It had removed several layers of skin and seeping raw flesh was in welts across his buttocks. He was in agony.

The worst part of this was that we had arrived on our Victory motorcycle, and the thought of travelling 3-4 hours home on Sunday was worrying to say the least. I wanted him to go to the hospital, but without knowing the area we opted for the nearest chemist. I asked the host where that was; he asked if everything was ok and my husband replied: “No, it bloody isn’t! I’ve just burnt my arse on your f%&#g towel rail!”

He was in so much pain. We set off tentatively to the chemist where he did not want to come in out of embarrassment. I went in, described the symptoms, and got the largest wound dressings they could find and some burn gel. Returning to the barn, I dressed the wound. However, the gel he’d given us was hurting it even more, so I carefully washed that off and tried to keep as much of the skin I could around the wound.

Later the same day, my husband went off to find his friend to take his mind off the pain as much as he could. At this stage we still had not seen or heard from the host’s son. I was sitting in the sun when a friend of hers came by, saying she was just popping in to see the host’s son. She was there for some time so I gathered he was in. I thought this extremely rude, especially under the circumstances. We stayed until early Sunday and left.

There was another surprise when we returned home as the host had written a report that I was pleasant, but my partner was rude and had shouted at her son about the towel rail. She also stated that we had left black marks all over her white rug which she said we had made from our dirty boots from the motorcycle we arrived on. Instantly I realised she was completely prejudiced against bikers and would blame anything she could on us. We took our boots off at the door (as we always do) and the marks were already on her rug; I thought they had probably come from the log burner. I thought nothing of them when we entered the property.

As you can imagine, we were both livid with her response. We decided to make a claim against the host and got our solicitor onto it as soon as we could. However we seem to have many problems with that, as the host has not responded to any email and our solicitor wants another address we can contact her by. This I realised was more difficult than I thought as trying to contact Airbnb is almost impossible.

Serious Injury and Unable to Travel, Ignored by Airbnb

I had an accident and was seriously injured in February. On March 11th I advised a host  that we would need to cancel our trip planned for April 29th. I provided a medical note supporting our claim. I also asked for a full refund as I qualified for a refund under extenuating circumstances. The host ignored my emails and refunded only 50% of my payment; he didn’t even bother to respond. I asked Airbnb to get involved and support my request. I have heard nothing so far. As a result of my injury I will be operated upon soon and my recovery may take up to eight months. I gather Airbnb doesn’t care to comply with their own policies. I am still hoping to get a refund. This is one disappointed client.

Worst Host Ever After Guest Breaks Elbow

The host is called Maryann, and she has a listing titled “Vermont, Mt Snow Ski house in Dover Vt”. Do not, and I mean, do not ever ever book or rent from this woman. She is the meanest, nastiest, greediest person alive. It’s no wonder she has zero reviews on this property. Here are the details.

My friend booked Maryann’s Vermont Mt Snow Ski house for February 17th-20th, President’s Day Weekend. My friend made this reservation primarily so she could go snowboarding at Mt. Snow. After all the house is titled after the resort so the host tries to capture this crowd. However, my friend broke her elbow on January 15th while snowboarding at Mt. Creek. She dislocated all of the bones in her elbow as a result of her fall. She went to the hospital and the doctor reset her bones and put her in a cast. The doctor told it would take months for her to get most of her mobility in her elbow. So my friend contacted Liftopia who she used for the lift tickets; they gave her a full refund after she sent them her medical documents.

My friend then notified Maryann. She even sent her the medical and doctor release forms and analysis. Could you believe Maryann asked to see the x-rays? About a week after the accident, my friend had her first checkup and got a letter from the orthopedic surgeon that she would not be able to snowboard for three months; she would be in a cast for an additional four weeks. My friend then sent all this to Maryann she wrote: “You and your friends could still come and enjoy the house and area. It is not rented with the idea that one must be on the slopes. Thank you but I do not feel any further funds should be refunded.”

This woman who titles her house “Mt. Snow Ski House” is now telling customers that the house is not meant for going to the slopes? Why else would we be going to Vermont in February? If the Airbnb policy was so straightforward why did she ask for medical forms? This is absolutely crazy. The host has had over a month to find another customer to rent her house. My friend, in addition to all the pain she has endured, the countless medical bills that she has to pay and continued future physical therapy, has the added insult of this nasty host who prefers to keep my injured friend’s money. If this is Airbnb’s policy, do not ever rent from them, and do not use their services.