Airbnb Host Lost My Cat After Payment Problems

I was staying at an Airbnb for a couple weeks with my two cats. I have only ever had positive experiences. My host was a little… unique, but nice. Last night she drunkenly stopped by and in her intoxicated state mentioned something about a problem with my card? I didn’t know what she meant. Then my nightmare began.

I tried logging into Airbnb, and couldn’t. It wouldn’t say why. I sent a message and they said it would be reviewed. Then I found the email I used and checked it and they had sent me an email a couple hours earlier saying they thought the charges were fraudulent and refunded them. I Googled a support number and called, explained the situation was urgent and I needed to make sure my host was paid. They said they would call back in 48 hours.

I was in a separate house and my host was gone all night. I couldn’t get ahold of her. I had to leave eventually and when I came back she had evicted me, thrown all my things out, taken some of my things, was cussing me out, and, lost one of my cats. She knew I had two cats and she let one out. She didn’t care. I was trying to pay her in cash or work something out since I don’t know what happened with the Airbnb payment and I wanted to make sure she was paid.

I found out my beloved cat was set free, and she didn’t care. She didn’t listen. She threatened to stab me and have me arrested for grand larceny. She told me I had five minutes to get out. Amidst all the crazy cussing, the insults, and the name calling I could barely process I may never see my beloved pet cat ever again. I can assure you, we will never be using Airbnb again after this. I will tell every person I know of what my experience has been like the past couple of weeks.

I keep trying to figure out what I did wrong. I called, I tried desperately to contact people, and I offered to pay cash. That was before she evicted us. We wanted to make sure our host was paid. Nothing helped. I may have lost my beloved pet forever because of this. Why anyone would think it was okay under any circumstances to let someone’s pet out loose like that? I will never know.

She could have put him in his carrier, but she didn’t. She didn’t care I lost my pet in an area we had never been to before and I don’t know anyone. I never knew Airbnb had horror stories, until today and I found this site. I will never forgive myself for this. She seemed fine with letting me work on it to figure it out and that’s what I desperately tried to do. She was completely unavailable to contact and Airbnb was also impossible itself to contact. We will never use Airbnb again. I will tell everyone I can to never trust them ever again.

Kicked Out of Property, Airbnb Made it Right

A day before our departure after a good four-day stay our hostess kicked us out of her house. She went in the house when we were gone to “check her plants” which I had been watering for her. She didn’t like that my wife put her carry-on bag on the leather ottoman and a duvet in another room because it was damp and musty in that room. We were on the ocean with no air conditioning. The whole house was damp and musty.

The hostess sent me a nastygram and then confronted me at the front door. She used very foul language and gestures and kicked us out with one hour to leave. She said she was going to get the police. Ridiculous…

We left in one hour and left the house in the same condition we found it. I got us a hotel room for the night and we survived. I contacted Airbnb immediately with an email message and a phone call. They handled it very well. They were very empathetic and even reimbursed us for the hotel room. They also banned this woman from using Airbnb.

They told me she was very uncooperative with their investigation. No surprise there. I was concerned that she would continue to use Airbnb and attempt to ruin someone else’s hard earned money and vacation time. I am completely satisfied with how Airbnb handled the situation and I will use them again.

No Better Way to Put it: Airbnb Guest Smelled

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I had a guy book for a week in my very nice home since my kids are off in college now. He claimed he worked in accounting at Powell’s Books and was needing a place while he looked for an apartment. From the second he stepped into my home, I knew something was wrong. He was twitchy, awkward, and filthy, smelling of vomit and feces. He had horrible shoes, filthy clothes, no socks, and a trashed suitcase he drug over my good wood floors.

I left the house and called Airbnb. They said that I would be penalized if I cancelled the reservation and they were reaching out to this guy. He promised he’d get to the laundry. I had a sleepless night with the stench in my very clean house. The next day he never left. The stench got worse and worse and he clearly had no job. I left for two hours in the evening and when I returned my bathroom was flooded; glass was all over the floor.

I marched into the room and almost choked. I told him to get out. I called Airbnb and they treated it like it was nothing. I got him out at 1:00 AM and stayed up all night hauling out fouled mattresses and bedding, cleaning up glass and feces. I am on day three with Airbnb and have spoken to no fewer than eight people. They are still not helping me.

Airbnb Nightmare: Threatened with Forcible Eviction

I had an Airbnb reservation for a basement (entire unit) from April 20th until May 27th. On April 22nd around 9:00 PM, the landlord decided that she wanted to cancel the reservation (because I was using the heater that was in the unit). Immediately, Airbnb contacted me, and told me I should leave the unit as soon as possible or the police would force me out. I had to rush to find a place so I wouldn’t spend the night in the streets.

We (my husband was with me at that time) visited this unit on April 4th to make sure everything was alright before reserving it; I was going to live there for 37 nights and I didn’t want to have any surprises. Everything looked okay. We also asked about the heating in the unit, and the landlords said that there was no problem as there was a wall heating unit in the living room. Even when I checked in on April 20th, the landlord explained to me how to operate the heating unit.

On April 22nd, I wanted to take a shower but when I opened the faucet, some brown waste came from the tap and filled the bathroom floor. It looked like sewage waste to me, therefore I messaged the host and asked her to take a look. When she came down and checked, she said that the house has a reliable sewage system and this should have come from the city water supply.

Then she came to the living room and asked me why I had the wall heating system on. I said that because I felt cold (the temperature was 2-3 C outside). She said I didn’t have the right to turn on the heating because the electricity bill would be high. I said I told her that I wanted to turn the heating system on. She left. The second time she came to clean up the waste in the bathroom, she told me that I couldn’t stay there anymore and I had to leave the unit. I said to discuss her issues with Airbnb.

Later, an Airbnb representative contacted me and told me that she had cancelled the reservation and I should leave the unit as soon as possible. I told her that I would find a unit tomorrow and will leave (I was very worried about my health with the sewage issue), but she said that I had to do it tonight or the landlord could call the police, and they would force me to leave. Mind you that this was 9:00 PM on a Sunday. I finally found a hotel at 10:00 PM and left the unit. I had to pay a high price for the unit because I was reserving at the last minute. This event has caused me so much stress that I couldn’t work for several days, and even remembering those events causes me trouble.

The next day, I sent a message to Airbnb and asked how they could force someone to leave the unit or threaten them with the police. This is totally unacceptable. If I have a reservation, I can’t cancel it without paying a high cancellation fee, but Airbnb can tell the clients to leave at 9:00 PM on a Sunday night or threaten them if they want to. The unit has serious sewage issues. It will threaten the health of anyone who wants to live there.

The following are the first messages that were exchanged between me and the Airbnb representative that night. She first called me but I couldn’t hear her, so she messaged me on the Airbnb website.

Agent:”I do apologize if you could not hear me. Your reservation with [host] is ending early. Please leave the listing as soon as possible. I have sent you an email that gives you the option to rebook or receive a full refund. Please let me know if you need rebooking assistance.”

Me: “Hi, I will think and let you know tonight. Thanks.”

Agent: “I have just tried giving you another call but was unable to reach you. Please let me know what time you can get out of the listing. If you don’t leave she has the authority to call the cops.”

Agent: “Are you leaving the listing now?”

Airbnb Tried to Evict us the Night before my Husband’s Funeral

I rented an Airbnb for myself and my adult children. The purpose of our trip was a memorial service for my husband/their father. He had passed away unexpectedly three weeks ago. We checked into the Airbnb on Friday, March 16th with my son’s trained service dog. Shortly after we arrived, the host started texting me about Levi (my son’s dog). I have saved all the texts, ugly messages calling me an indecent person for not disclosing ahead of time that my son had a service dog.

She was rude and demanded documentation, which I provided, even though that was out of line and she had no right to ask for it. We remained in the Airbnb Friday night. On Saturday, my daughter and one of my sons went out to do errands related to my husband’s memorial, which was to take place on Sunday, March 18th. My son remained at home with Levi (my son is 25 years old).

Shortly after we returned to the Airbnb, I had a call from Airbnb telling me that they were concerned about the situation, they had a call from the Airbnb host saying that Levi had been left at the home alone (he was never alone, not even for a second). I told her that he had never been left alone, my disabled son stayed at the house with him. The Airbnb “specialist” said that she would send me of list of alternate places that we could move to.

At this juncture, my husband’s memorial was less than 18 hours away, and we had dinner cooking already. We are reasonable folks, though, and looked at the other properties they sent us. There was only one property in close enough proximity to the memorial service; the rest were anywhere from an hour to two hours away. The property they suggested we move to was $3800 per night, and we were expected to pay it.

That was not possible; the $650 per night we were paying for where we were staying was already too much to spend. My husband had just died, and he was the sole provider. When we told Airbnb that was too much money, they said to both my daughter and myself “Well, I can give you an hour.”

I said, “An hour to what?”

And she replied, “An hour to get out!”

They were going to forcibly remove us from the Airbnb, myself and my kids and my son’s service dog. I became hysterical. Where would we go? We couldn’t even pack in an hour. My daughter is an attorney and was able to get on the phone with the owner of the house. I’m not sure how she did it but she convinced her to let us stay. Thank God. But the scary thing for me is that Airbnb was going to put all of us out on the street because of my son’s dog. It’s very scary that Airbnb has the power to evict a family who did nothing wrong.

Kicked out of Airbnb Because of our Emotional Support Animal

I’m going to try and make this as succinct as possible, but there’s lots of moving pieces to this situation that may make that difficult to do. I really appreciate anyone taking the time to read through this.

Even though my rights to an Emotional Support Animal are protected through the Fair Housing Act and Airbnb policy, I specifically filtered for listings that were pet friendly when looking for a place here in Colorado. The listing that we booked did not mention an additional pet fee nor any mention of any requirements for notification regarding animals.

The host of this pet-friendly rental (let’s call him Ryan) who was the property manager and not the owner, initially told us that the rental would be ready at 5:30 PM, but when I messaged him and his wife (let’s call her Dana) yesterday morning (the day of check-in), his wife responded that she was “almost done” and would “have it ready by 1:30”. When we showed up with our puppy (fully house trained, mind you), Dana commented on how cute the dog was. She gave us a brief walkthrough of the rental and then left, stating that if we had any questions or issues that her husband would handle it.

At first glance, the listing seemed alright. However, as I was starting to unpack, my wife showed me that the floor was dusty and dirty, the couch was different than the one in the photos and stained with black spots and some whitish liquid (not even going to venture to guess what it was), my dog found a pill (not sure what kind of medication) and was going to eat it before my wife got it out of her mouth, under the bed was disgustingly dirty, we were missing the amenities described in the listing (TV in the bedroom, no soap, no toilet paper, etc.), and all the furniture was old, broken, mismatched and obviously found on the street or secondhand.

I contacted the host, but got no response. My wife decided to try and clean the apartment in the meantime (took about 3.5 hours). When the host finally got back to me, he stated that because we had “asked for early accommodation” (remember how the rental was supposed to be ready by 5:30 but they changed it to 1:30?) they had decided not to have the rental cleaned before we arrived. He also offered to stop by in a few hours, which I accepted.

Not being fully aware of Airbnb’s policy regarding cleanliness and listing discrepancies, I called customer service and filled them in, but said that I would like to try and work it out with the host in the meantime. He came over, acknowledged that it hadn’t been cleaned, and asked what we wanted to do about it. He did not act apologetic nor did he apologize at all even until now.

We stated that we would like to make this work, but we would need a new couch along with compensation for a whole day being spent cleaning the apartment and dealing with this issue. He then decided to bring up that he wasn’t aware that we had a dog and that they would need to charge us pet rent, a pet fee, and increased rent. I told him that because our dog was an ESA, that she is not a pet and is therefore exempt from extra fees and restrictions that would apply to pets. Also, even if she wasn’t, the listing said it allowed pets and never stated that there would be these extra charges anyway.

When I tried to pull up the page regarding Airbnb’s policies regarding discrimination and assistance animals, he refused to look at them and said he didn’t care about Airbnb policy. The same thing happened when I brought up the Fair Housing Act. He then stated that he would present our request for reparations to the property owners, and then they may or may not approve the dog. My wife pointed out that he was basically blackmailing us into asking for little or nothing in compensation or they would reject the assistance animal, which is illegal.

At this point, he said that this wasn’t going to work and that we needed to leave before storming out the door. However, he didn’t try to force us out right then (thankfully). I called Airbnb right away and explained what happened, and the representative said that he cancelled the booking stating the assistance animal as the reason, and that because of the discriminatory nature of this case I would be contacted by the legal team within an hour or two for further assistance and “rebooking assistance”. This was around 9:00 PM. I never heard from the team at all, so we ended up having to stay with some acquaintances in the area on their couch.

I contacted Airbnb again this morning (many times, as I had to explain the whole story over and over to new representatives who would transfer me to another new representative), before finally being told that the booking was cancelled. Airbnb offered a $173 credit to make up for the issue (my booking was over $3,000 and we had already cleaned the unit), and sent some “similar listings in the area”. All of the listings cost more than $6,000 for the same dates, and they were one bedroom options as opposed to the two bedroom that we had originally had. Many of them were also missing amenities such as laundry, kitchen, pool, etc.

I hated the idea of taking up legal counsel yesterday, but after making me jump through so many hoops and the negligence to communicate with me in a timely manner, I’m seriously considering it as an option. I don’t know where we’re supposed to stay tonight and I can’t afford any of the listings that are available in the area. What would you do in this situation?

Pointing out illegal Airbnb gets me kicked out

Earlier this month I rented a studio in Boca Raton, Florida. After numerous discussions about the unsatisfactory conditions of the rental, I was evicted at 9:30 at night from the property and Airbnb refunded the unused portion of the rental. A police office who was called to assure a quiet resolution to the dispute told me the short-term rentals in Boca Raton are illegal. Subsequently I filled a complaint with the Boca Raton department of zoning compliance, since the rental was illegal in that community. The department caused the owner to agree to no longer offer his house for short-term rentals.

The owner then sent me several threatening, vulgar, unspeakable texts. Coincidentally, after a very difficult exchange with an Airbnb associate, wherein my review was expunged because I said the rental was illegal, I cited the sections of the code that apply to short term rentals In Boca Raton. The associate said someone from management would get back to me; I have heard nothing in over two weeks.

Furthermore I filed a complaint with the Florida Better Business Bureau which is pending and I sent copy of my terrifying, embarrassing and traumatic experience to the Los Angeles Times. Clearly I am very disappointed and angry at the cavalier manner in which my problem has been handled by Airbnb. Please note I have complete documentation of all communications regarding this matter. Recently I read an article discussing Airbnb and its concerns with discriminatory practices and their desire to minimize any such incidents. In that vein seems to me that illegal rentals that violate public policy should be of equal concern.

Using Airbnb on Disability when the Weather is Dangerous

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I am recognised as disabled with severe impairments and high PTSD and high vulnerability. Here is a picture of my highest Disability Living Allowance awarded in 2007 because I am deemed vulnerable and unsafe and need support. I have fought and become as independent as possible as most care and support is abusive and disgusting physically abusive, sexual abusive, or financially abusive. I use this allowance to be independent, free, and as active as possible.

I am actually travelling because I feel unsafe at home due to disability hate and threats. I’m looking for better future accommodation in Scotland using my disability benefits to do it. Social and support services are hopeless. “Disabled people are not human being but animals – it does not matter what anybody does to us.” That is from the professionals. I am independent and manage myself. I am active in the disability movement and an active blogger. I also campaign regarding disabilities, austerity, and the effects of cutting funds and services. I am also an active blogger and defender when it comes to abuse and discrimination.

I have travelled to Scotland using my DLA and highest Disability Premium Rate to work closely actively with others to move here. I feel very unsafe where I am in the southeast of England; councils and police are ineffective and disability abuse and targeting is high. I chronicle and write about disability abuse and inequalities. I get in a lot of trouble and ruffle a lot of feathers.

I paid for an Airbnb for last five days with a host in Glasgow, opposite Alexandra Park, which my little dog enjoyed immensely. I paid upfront for next stay, a full two weeks near Gretna Green, a remote dog and horse holiday place. The snow came down, and it got worse. Travel was impossible, and not only could I not get there but future hosts said they were not snowed in and could not come out themselves for next few days at least.

The host where I stayed wanted me to leave in the thick snow and blizzards. I did not have anywhere to go and was then short of funds. I begged to stay and even sleep on floor. She wanted me to leave and also got her boyfriend to approach me and insist. They offered to order me a taxi to get me out.

There had been no problems. I had been a perfect guest. I questioned the cruelty and unsafety of kicking me out and emphasised my disability and vulnerability. This seemed to fall on deaf ears. They went out to get more friends to come back later. I contacted Airbnb. It took ages for a response. By now people were being advised to stay at home; travel services were cancelled and weather was on high red alert and would be for at least two days. There was nowhere to move on to and no more money.

I argued and Airbnb agreed to refund my last payment as I could not get anywhere otherwise: nearly £300 and an extra £75 on top so I could immediately find somewhere else. I insisted and they assured me it would be in my account immediately. This communication, threat, and fear had now taken eight hours. When their email alerted me to payments refunded it said clearly it still could take up to 15 days for the funds to transfer and clear.

This means I have no accommodation. I have no money. I am under threat and pressure to leave, and there is only the streets and homelessness as a severe disabled woman with cognitive impairment, experience of a series of strokes and gross PTSD due to attacks and sexual assault faced with the prospect of being put in even greater danger.

I have contacted Airbnb again and warned and informed them of the consequences. I informed them of their duty of care They have so far not gotten back to me and I am alone in a cold flat where I am not wanted, waiting for hostess to come back with companions to pressure me. The only prospect is the streets and the cold. So far Airbnb has not gotten back to me.

This is where I am now. As I write this, I feel this is very important as Airbnb likes to promote itself as a trendy, aware, dedicated to equality, cheap accommodation service for those on little money and travelling cheaply. Yet now I am in a very distressing and precarious position. I wanted this dreadful state of affairs to be known as important for the health and safety of other vulnerable lone disabled women.

I have been active in addressing abuse and like many when I suffer discrimination and potential harm I can only write about it. Thank you for listening I am going to have another cup of tea and try and sleep on the floor until the hostess comes back and maybe I am out on streets. This is disgusting. I am an active writer, campaigner, and blogger on disability rights. Hate and failure of services and businesses accommodation of any kind is a nightmare. It’s more about intimidation and abuse than safety and having a home.

Harassment by Host After Ignoring Check In

We booked accommodation in Madrid from January 19-22, and as previously agreed with the host we were supposed to arrive between 12:00-2:00 PM. We sent a text via Airbnb inquiring as to who would be available to meet us, with no response from the host. As agreed, we arrived at 2:00 PM, and found the main door of the building locked and with no response from the host to several phone calls and messages made to her registered number.

We waited outside for more than three hours with several calls and messages during the time, only to find her mobile was switched off the whole time. Finally around 5:00 PM she made it to the apartment and showed no remorse for leaving us stranded, instead asking us to look for another place if we were unhappy. Her attitude and mannerisms were extremely unprofessional and rude, and instead of containing the situation, she talked down to us and was very aggresive. She did not help us settle in, did not show us the amenities or even how to get the wifi started, which was already a problem.

Half an hour after moving in while we were using the shower, we had a neighbour bang at our door, non-stop buzzing and yelling and complaining about water leakage from our bathroom to theirs. They mentioned complaining about this water leakage to the host in the past, with no action from her. We were asked to immediately stop using the shower. We paid for all amenities – not only did we lose half a day for the host to show up, but now we were also asked not to use the shower. The wifi also stopped working soon after that.

The host was extremely rude and aggressive, and as confirmed by Airbnb support staff, she also repeatedly used profanity, and threatened us with cutting off the water supply if we were not available when she would send someone to fix it. As of 3:00 PM today, we have been forcefully vacated from the accommodation with no proper/prior notification. Airbnb denies the confirmed mistreatment and unprofessional attitude of the host, which has all been documented in Airbnb messages to us. Furthermore, we were asked to immediately vacate the premises by Airbnb with the assurance that they would take care of re-booking us immediately.

This booking we made with the host was fully prepaid, and as per Airbnb rules, the payment to the host is only released after 24 hours of check-in. Our first complaint was registered 20 hours ago. Kindly refer to the complete communication in the email trails between Airbnb support team and me. We have been repeatedly threatened and harassed by this host in person, via text and phone calls, all of which have been documented and shared with the Airbnb team. We are still waiting to hear from Airbnb regarding an alternative accommodation, and are literally on the street for the next two days, with no communication from their team regarding the above or even our money. We are looking for a full refund, and a solution to our current dilemma.

Slum House Throws Female Guest out at 2 AM

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This was my first Airbnb, and it will be my last. I thought it would be nice to stay with someone local since I wouldn’t be in the room most of the time I was there. Checking in was easy, but I was confused about the key situation even though I read the rules.

My room had a bed that was unmade, and host said his cleaning lady hadn’t come yet. No biggie. I just slept on another bed. The sheets had an odor to them. I didn’t think much of it because I wasn’t going to be there often. I saw a key outside my door, but assumed it was the previous tenants’ key since the room had not been cleaned.

I came to find out I was using the lockbox key. I was called to return it and retrieve my other key. The person’s voice was full with attitude when I explained I couldn’t close the lockbox. He said he would do it. I didn’t let it get to me.

When I came home that night, I had some problems with the front door, and my new key. I used the lockbox key to open it, and then to my dismay could not shut it. I did not want to leave the house key outside, because it wasn’t safe, and I did not want to take the key again, and be met with attitude. It was late.

I texted my host to ask for help, but then figured it out and apologized for bothering him. I locked the door and went to my room. I saw my light was on, and the door was wide open. I left in the afternoon with some friends. My door was shut, and lights were off. I also saw three plastic cups. One was empty, another was full of water, and the last one had a brown liquor. Then I noticed my luggage had been searched, and there was a sports bra on my bed. That sports bra didn’t even belong to me.

I did not want to wake my host since I had already with my lockbox question. I just needed to be sure that I had rented the room for myself, and was not sharing it with others. This was my first time using Airbnb, and I thought maybe I had made a mistake. When I texted my host to ask I was quickly met with sarcastic remarks, and told that it wasn’t working out – I should just go.

I was a woman staying alone in another city that I didn’t know. It was 2:00 AM, and he was asking me to leave. I told him I didn’t have anywhere else to go. He kept with the insults the whole conversation, so I packed, and left. He kept insisting that he wasn’t a hotel, and it wasn’t worth his time for what I was paying. I was also made fun of for not locking my door. The lockbox key I was using previously did not lock my door, so I assumed the other one didn’t as well.

I was shaken, and betrayed. Who would just throw a woman out on their own at that time of night? This horrible person would. I was refunded close to $40. The house in the pictures looks funky, and cool. In actuality it is a run down dirty house with hardly any art at all. It stinks, and felt like I was staying at a halfway house, or men’s dorm.

I would not recommend Airbnb, especially for women. I’m sure the host will have a smart response to my story, and try to belittle me. It is okay. I just want to expose him and his crappy art house so no other woman will feel violated, as I did that night.