Airbnb also erases records of logins from the consumer-facing portal once it is discovered that the login is fraudulent, thus erasing your ability to log the history of such. So I have no ability to show that the charges were associated with a separate login to my account, but I could honestly just provide this other information as well as the arbitrary nature of the booking (a booking for December made in May, seven months out). I’m considering suing Airbnb for breach of fiduciary duty.

The post Fraudulent Charges without Record of Receipt appeared first on Airbnb Hell.

We are a Superhost family who has been using Airbnb since September 2019. This was the second time around the Airbnb had sabotaged our listings. We recently had a nightmare guest, who had horrible reviews on Airbnb. We tried to give them another chance and decided to host them.

She was a nightmare. She sublet our house to a group of filmmakers and videographers to shoot a commercial for Adidas, while she was away. We saw in the surveillance cameras that a large group of filmmakers came to our house. They were taking all the furniture outside. When I called her, she didn’t answer. After this incident, she lied to Airbnb, saying that her friends who were staying at a different house came to visit her.

After she checked out, she left a defamatory nasty review, full of insults and attacks, lying about safety, etc. Her reviews were thankfully removed for violating Airbnb policy, but the Trust and Safety department — which I do not trust one bit — emailed to go over her booking. The last person I was speaking to twisted the story around and 30 minutes later she suspended all our listings. She claimed she was doing an investigation, based on the guest’s lies. We asked to speak to another one of the untrustworthy “Trust and Safety” personnel. So far there has been no luck since last Friday.

We’re planning to send a demand letter by tomorrow, and if this doesn’t work, sue Airbnb for unlawfully framing us for wrongdoing that we haven’t done. Any suggestions?

The post Airbnb Guest Sublets Our Property to Film a Commercial appeared first on Airbnb Hell.

I reserved a nice house two months in advance and had everything confirmed with the host. We arrived in the city and while attempting to grab an Uber, I received an email that my account had been deactivated and that a refund had been issued to me (this left us homeless for several hours). The email showed the reason for cancellation was for a criminal records, but I have a clean record.

I attempted to call customer service and was on hold for over 30 minutes just to speak to someone foreign and with virtually no power to do anything. I then reached out to customer service via email. The only response I got was from multiple “ambassadors” saying the same thing: “We have forwarded this to the correct department.”

Later that day I received an email stating they were messaging me in the app but unfortunately I cannot open the app because my account was terminated. This continued for days and I did not hear back from anyone. I simply emailed them one more time to ask if they could temporarily activate my account so I can give them a card to refund the money back onto. There was no answer.

I then took to Facebook to comment on my experience. After maybe 20 minutes, I tried to get back on the page to find out they blocked me from their public page, so they weren’t even visible in a search. Days went by. I still had no response from their team, so I decided to call my bank and initiate a chargeback to reverse the transaction.

This is robbery in plain sight. This company is so arrogant in the way they handle customers. After looking at all the reviews similar to my experience, I will be boycotting Airbnb. I also would like to get together with others to begin putting together a class action lawsuit against them. They messed with the wrong person and I will do everything in my power to deal a devastating blow to them. If interested please comment and we’ll connect.

The post Host Cancelled My Reservation One Hour Before We Arrived appeared first on Airbnb Hell.

It has been two months of almost weekly emails demanding to know what Airbnb is going to do to resolve this. I am now owed approximately $12,000. No one seems to understand or want to deal with the problem. I am now forced to file a superior court breach of contract and fraud case to attempt to get resolved.

My home is rented almost 90% of the time and now I can’t pay the taxes or the property managers. If you have any comments which would assist me, please feel free to make them. I have even suffered a stroke trying to get Airbnb to do something.

The post Five-Star Airbnb Host, Zero-Star Service appeared first on Airbnb Hell.

Because it was the host’s cancellation policy, which was not clearly mentioned before making the reservation. It was hidden apparently at the end (after making the reservation) and not very obvious. The $60 was for cleaning and admin fees. I contacted the host and Airbnb intervened too but the host declined to refund the money.

Apparently, there is a loophole in this policy, which Airbnb has not addressed. If you do not cancel a month before a long-term stay like a 30-day or longer stay, then you forfeit the money paid. But this does not account for reservations made a week or two before the arrival date. In theory, this policy should be null and void.

Talking to an attorney, most courts would not enforce this policy. From the advice of an attorney, the best route is pursuing it via the credit card company. There was no service received, it was cancelled timely, and the ad was seemingly misleading (since it was not clear it was a shared room from the site I initially went on, which was not an Airbnb site but directed me to Airbnb). I do not expect any help from this since it seems most people have lost this same cancellation issue too.

My advice: do not book long-term stays at all. Make sure they are one-week stays. Two weeks is cutting it close and apparently it appears to default to the long-term stay policy.

Note: if this has happened to you per a host’s cancellation policy, an attorney said if there are enough of people impacted by this, we could sue Airbnb and the individual hosts together. Airbnb’s practice is arguably similar to the fine print tactics but they hide the policies after booking. It is considered unfair and deceptive business practices under Florida state laws and federal consumer protection laws, with not making it clear of these policies.

Sites like Priceline and other sites make it very clear that the reservation is either nonrefundable or refundable. Why doesn’t Airbnb do the same?

The post 30-Day Stay Cancellation Policy: Host in Wynwood, Miami appeared first on Airbnb Hell.

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.

The post Sue Airbnb to Receive Your Host Guarantee appeared first on Airbnb Hell.

I have been trying to cancel a stay for a guest that added to his original date and somehow decided not to pay for the last day, as in he changed his payment method or something. I am still listening to Airbnb’s Muzak. One person hung up on me. Another had such a deep accent I had no idea what he was saying and when I asked him to speak more clearly he blew up. He interrupted me three times as I tried to give the reservation number and proceeded to say I was first person who couldn’t understand him and was unable to move past this. He talked over me. Then he hung up when I told him: “Stop being tangential. Listen to the code so I can cancel.”

Now I am talking to a case manager, on hold so far for 18 minutes just to cancel. Over one hour to cancel someone who had a cancelled card and no replacement. This is one of four issues I think could have been solved quickly if their website wasn’t missing so many options. It won’t let you make changes without calling them, AKA wasting twenty minutes to two hours per call.

They have also “closed” multiple tickets with no follow up. One guest stole my remote controls. They closed that account because she was a junkie, and I couldn’t see it when she checked in, or smoked with the door open. However, I could tell by her and her guy’s appearance and mannerisms that he was on heroin and she was on meth. I cancelled their reservation and Airbnb keeps me on the phone as they “try to contact guests”, who of course, ignored the calls because they are junkies.

They stole remotes, peed in the basement and ruined bedding. Airbnb didn’t do a thing to reimburse me. The junkies gave me a one-star review and since I was new at hosting, soon after I had no say in it; Airbnb closed my account, so I never got paid back.

I started a listing with a new account and the glowing incidents have happened. One guest entered my next door neighbor’s house. We have clearly marked addresses. I asked for a credit for making my neighbors rightfully scared and angry. They “escalated” the case to a person who apparently can’t even write back to say “Sorry, can’t help.” Nothing other than hours of me explaining how mad I was, many times, with no followup.

Next, a family came and ruined some things like a shoe rack and got stains on the bedding. I asked the guest for reimbursement. They didn’t pay and Airbnb is supposed to take this out of their security deposit since I have clear pictures and even them admitting that they broke the shoe rack.

Still, ten days later, nothing but me repeating myself like a parrot to thickly accented robots who all say “Just one moment, bear with me. May I put you on a brief hold?” and other scripted garbage for “I am doing the least I can for you and have no problem ignoring exactly what you’re clearly stating but will instead regurgitate ‘Airbnb policy’ that has nothing to do with anything other than they assign this to a case manager who, again, either deletes their emails/cases or lacks in even flooring up with me, ever.”

Next, they won’t remove bad feedback. I had a guy give me two stars on location because he literally couldn’t follow his GPS and get out of his car when it said you have arrived at the address. Instead he called me “lost” and after six minutes of telling him where to go, he still went to the wrong house (see above) and stayed there until my neighbors opened their door, saw him in their living room, and told him to get the f*** out.

This dumba*** who can’t follow GPS to get to a very easy to find inner city house goes into someone else’s house, and gets to ding me on location, which hurts my ratings. Will they take these rational explanations into account? Lol – hell no. They just say as long as his review doesn’t have boobies.com or mention the Airbnb investigation that’s open or give my address he can say anything he wants and the feedback stays.

Then they say a guest is only to say a location isn’t a five-star one if I lie about where I am. Yet they won’t remove a terrible review from a guy who clearly has severe intoxication or mental health issues. They let a guest say absolute lies – libel is the legal term for written lies – and kept the feedback. I had one first say my walls weren’t finished, when I have sheetrocked walls. Granted they can use new paint, but saying it was an unfinished room with no real walls? Airbnb just lets it slide because the guests didn’t spam their website with feedback.

I really want to sue this company for wasting my time, money and lying about host guarantees. One of the biggest complaints came from a guest who said he was canceled on in Miami twice in a weekend and had to get a $1000 hotel at the last minute instead of the few hundred for his room his host cancelled “because he decided to stay there himself”. After hours of back and forth, Airbnb comped him $150.

They take no ownership in the hassles. They need to be empathetic and therefore I am confident they will be quickly replaced by a more reasonable company with decent policies and good customer service. I hope another company can bury the bad excuses of Airbnb because I have never had so much frustration with a company that says they will do something and then does nothing. I’m trying to cancel all my reservations without penalty and so far haven’t had anyone respond to my request. If you want to sue this immoral company, I am in line for a class action lawsuit.

The post Airbnb Hosting Fail: Lying on Company Time appeared first on Airbnb Hell.

I own a $3 million dollar home in the Hollywood Hills of Los Angeles. I recently moved out of state and signed a three-year lease with a tenant. My lease specifies that subletting is illegal and specially calls out sites like Airbnb for subletting purposes.

In December of 2018, I discovered that my tenant moved out of my property and started subletting the home on Airbnb (my neighborhood watch found the Airbnb ad and informed me). The police have been called multiple times to my property due to large parties and neighborhood disturbances.

I have reported the listing of my property to Airbnb as an illegal sublet and also have flagged the host. I received an email from Airbnb stating that there is nothing that they can do as the host agreed to the terms and conditions of having full authority/ownership to rent out the property.

What? Nothing you can do, Airbnb? They’re certainly making a boat load of money off an illegal sublet. I’m sure that’s why they won’t shut this ad/person down. I now am represented by a very large legal firm in Los Angeles, we are going through the eviction process with this tenant. The ad is still up and my “soon to be ex-tenant” still continues to rent the house.

This is a huge liability to me if someone gets hurt, my insurance will not cover accidents that occur while subletting. I would like to start a class action lawsuit against Airbnb for not vetting out hosts for ownership or authorization that they can rent out properties on the website. This is completely unacceptable and the only thing I can do is hire a very expensive attorney to remedy this situation. Who’s with me?

The post Illegal Sublet of my Property on Airbnb appeared first on Airbnb Hell.

I’m an Airbnb host. I used to be proud to announce being an Airbnb host to my friends and family like many others out there until I received every host’s worst nightmare. On March 12th, 2018 I returned to my Bronx home from the result of a guest cancellation at my home. I returned home only to find 80% of my furniture and personal belongings outside sitting in my driveway. This was without a doubt a callous and direct message to me personally from the guest claiming personal justice for his stay being cancelled prematurely.

I’m left suffering from the irresponsible and immature actions of an Airbnb guest. Without any exaggeration, I literally did everything personally within my power outlined within Airbnb’s resolution center to have this issue resolved within the quickest possible timeframe. Unfortunately, even with me taking immediate action to resolve the manner civilly, Airbnb still has failed to successfully come to a realistic resolution and compensate me for personal damages caused by the guest.

Upon doing my due diligence and conducting a thorough investigation of my own, I’ve come to the unfortunate realization that there are countless other hosts worldwide facing this same exact Airbnb “resolution center” nightmare. Airbnb should be ashamed to know that they currently have over 100 open and unresolved host claim cases failing to communicate with hosts (and that’s me being considerate by using a figure as low as 100).

Airbnb prides itself on having morality, empathy and open lines of communication between company, host, and guest. These lines of morality have clearly been compromised greatly, judging from the extensive amount of cases that I’ve recently come across online from performing a simple Google search, looking for people going through similar “resolution center” issues such as myself.

The ultimate conclusion and reality to this revolving door of a “resolution center” is this: everyone who currently has an open Airbnb resolution case will be waiting indefinitely unless immediate action is taken against Airbnb, a company who preys upon unsuspecting hosts such as myself willing to compromise the safety of my home and countless others. Airbnb has clearly broken their own host guarantee rules; this calls for a class action lawsuit.

The post AirBnS: Enough is Enough for this Airbnb Host appeared first on Airbnb Hell.

I own a house in Havana and have had an Airbnb account for a bit over a year. I started hosting last year in December. From December 2016 to April 2017, I earned about 15,000€ and was really happy. I was booked out the entire time and got consistently good reviews; guests were happy to stay with me. I even got referrals from friends and family from guests who stayed.

Then, all of a sudden, on May 4th, 2017, I got a frantic message from a guest who was travelling in South America stating that I had cancelled his reservation. I had no idea what he was talking about, as I had not cancelled his reservation. In Cuba, aside from email, there is not much of any internet, so I went to an internet hotspot to check my Airbnb account. Upon attempting to log in, I was greeted with a message that my account had been temporarily disabled and to please write account.inquiry@airbnb.com. The only response I received was that they received my email and would respond to me shortly.

The following week I travelled to Germany and decided to call Airbnb customer service. Although very friendly, they weren’t able to handle my concern because some “other” department was handling it. Upon asking what other department, I was told that they could not tell me that. I then called a few more times the following two weeks, and always received the same response. In the month that followed, I called every single day during my breakfast to check on the case and was always told that another department would respond.

After about two months of no responses, I wrote a certified letter to the CEO of Airbnb in San Francisco. Needless to say, I also did not receive a response. Almost three months later, I received the following email:

We apologize for the unusual amount of time it took for us to reply to your inquiry and wish to offer you support in the event that you are still having any troubles. At this time, your issue should be resolved – please take a moment to log into your account and ensure everything is correct. Once you login, you may be prompted to complete additional verifications on your account. If you still need assistance, please visit us at https://www.airbnb.com/help/contact_us.

Best regards, Airbnb

No explanation of any kind, Airbnb owes me several hundred Euros in payouts that they haven’t paid due to the account having been disabled. I immediately wrote Airbnb customer service to demand the funds. Within 24 hours, Airbnb responded that the matter had been transferred to another department. I called, only to be told that the same department that took almost three months to respond to the disabled account issue now will decide over the fate of my money. Sorry, but that’s not the way to treat people, that’s not the way to do business, and that’s not the way to treat the people that earn money for you.

I have lost tons of money because of this. There have been no guest for three months. All the while I have to pay for taxes, cleaning personnel, and security. There have to be dozens or even hundreds of other hosts out there that have similar stories. And while it is nice and fine to vent here on Airbnb Hell I think that Airbnb needs to reap the consequences of their (maybe even illegal) actions.

The post Account Disabled, Money Withheld from Long Time Host appeared first on Airbnb Hell.