Lost $1000 to Avoid Sleeping in Filthy Airbnb

Posted on September 16, 2021

Once you click “book” on Airbnb, your money is gone. Misrepresentation and filth are not enough to get your money back. I booked what was represented as a beautiful waterfront home where I could work for a week. I booked just a couple days in advance.

Upon arrival, it was a rundown cabin, part of a rundown crowded campground. On top of that, the place was filthy with sticky residue on the appliances, light switches and mystery drippings on the walls. The bathroom was disgusting with a moldy shower curtain and orange slick grime that’s hard to see in the pictures. The grounds were a mess with cars, debris and junk.

I texted the owner via the app immediately (because all communications had been through the app). I said the place was not at all what was represented and that I was leaving immediately. She did not respond. I immediately contacted Airbnb via the app as well and they did not respond either.

The next day Airbnb got back to me to say they had to ask the host for the refund. I never heard from the host. Surprise: the host declined. I suggested a 50% refund to settle, which was generous in my opinion. Airbnb said I needed to go back and take pictures (a two-hour drive). I made the trip back to the property and took pictures of a clearly moldy shower curtain, sticky surfaces and junky grounds. The host noticed that I was returning to take pictures, so the property was actually an improvement compared to the views on my original arrival.

Airbnb said the host refused the refund because I didn’t speak to her in person. When did that become a requirement? Then they told me they could not refund the money because I didn’t take the pictures that first day and never explained why they sent me back there. I gave up and posted a negative review on Yelp and cancelled my Airbnb account. I lost over $1,000 to avoid staying in filth. I will never use Airbnb again and frankly think this sort of thing needs to be better regulated.

Months later, a person I suspect to be a friend of the owner tried to comment on my Yelp review but that was rejected. The post was just a bunch of name calling. Now more than nine months later, the owner apparently did some research to find out my profession (attorney) and posted a response to my Yelp review trying to deflect from the photos of the grossness and reality of the junky grounds. I never mentioned my profession.

Another guest recently posted more photos on Yelp of the disgusting level of filth complete with another moldy shower, exploded food left by others in the microwave and more. Airbnb has yet to hold this property owner accountable despite pictures. Even the more positive Yelp reviews from guests expecting a campground experience note the need for better maintenance.

The stalking behavior by the owner in digging around to find out about my profession so many months later is disturbing on a whole different level. And there is yet another Yelp review describing how the host cussed out their group when they complained about the mess.

What does it take for Airbnb to hold a host accountable? I read an article about a Boy Scout troop that booked a place in Florida. When they contacted Airbnb to report that two different listings were using the same information, Airbnb protected the hosts. The Boy Scout troop showed up to literally no place to stay and it made the news. Apparently you need a news story to hold hosts accountable if they are making money for Airbnb.

Don’t trust Airbnb for reviews. When I tried to post my review on Airbnb, it mysteriously went into the cosmos. When the world settles down a little bit, I think we need to look to our legislators and consumer protection laws to make some changes. In the meantime, I suggest using VRBO and VACASA. They cost a little more but they also have higher standards in my experience. Take lots of pictures upon arrival in case you need documentation for any reason and let karma take care of the rest.

Host Robs Customers and is Supported by Airbnb

Posted on September 9, 2021

I checked into a condo in downtown Aspen, where you would anticipate a nice stay if you have even half a brain. I checked in to see the condo had a tiny mini fridge and for some reason a giant ice box freezer on the floor. The freezer portion of the fridge was completely frosted over. The fridge continued to freeze all of my groceries so I contacted the host asking for help.

The host dismissed me and told me they’ve had other guests with no complaints. Apparently appliances only break on their perceived timelines. After two days of trying to get help from the host, I reached out to Airbnb. This was too late since I didn’t contact them within 24 hours. They suggested I check out and request a partial refund. I checked out well before check out time so the host could have rebooked if they would have liked. The host assured me they would give me a refund for the nights the condo was booked by new guests (as shown in their message attached).

The host laughed at me, made fun of me, called me names and berated me for days. No refund was issued. Airbnb told me there was nothing they could do even though the host assured I was due a refund. During a conversation with an Airbnb support ambassador, I explained what happened and asked them if they would be okay with paying someone $2,000 when there was no working refrigerator and they checked out only after a couple of days of a weeklong stay. They respond that would absolutely not be okay and my request was reasonable.

Airbnb staff agreed this was unacceptable only to then state that Airbnb would not do anything to help. I’ve never experienced customer service like this and hope people are aware of how Airbnb treats paying customers.

MIA Host, Double Booked Room, and Guest Climbs Through Window

Posted on September 3, 2021

After hours of the host being unresponsive, another resident of the unit let me in the apartment, then broke into the room through the window AC to let me in (this guest does work for the host). The room was double booked. When the other guest arrived he was belligerent and said he’d call the cops on the host (and presumably also me). All the host ever said was “can I call you back later?” via text message.

I had to extricate myself from the situation and get a very expensive hotel room at the last minute. Airbnb’s phone support agent did not help me with this but simply gave me a $128 coupon, which was borderline offensive; the refund itself might take three weeks to arrive. This host also has a long history of plain awful and unsafe behavior and they still allow them on their platform.

I’ve used Airbnb for many years. This year alone I’ve spent $12,000 on the platform, but I’ve had enough. I will stop using Airbnb because of this incident (other than during my confirmed, upcoming reservations which I can no longer cancel, unfortunately).

Airbnb House of Horror Contained Blood and Mold

Posted on August 24, 2021

As a travel nurse housing can be difficult in some areas. I turned to Airbnb which is a last resort for housing. The host only showed four pictures: two of the front of the house and two of the front rooms. When I walked into her house it was a nightmare. There was blood on the fireplace glass, mold on the carpet, open containers in the refrigerator, urine on the bed hidden with a sheet, who knows what in the shower, and these were just a few things.

We booked it out of there. I returned the key to the neighbor I got it from and he looked shocked. I told him that house was nasty and unlivable. We called Airbnb and they were horrified. We called the host twice and emailed three times with no response. We sent her the pictures. A day later she cancelled so I got a full refund and Airbnb refunded me half of the cost for extra expenses that I incurred because of the host. I am still traumatized by the photos. She also didn’t have any reviews since 2018 but I gave her a chance. Big mistake.

Airbnb Charged Us Over $5,000 When We Didn’t Stay

Posted on August 12, 2021

We rented this unit at an Airbnb hotel for 7 nights and paid over $5,000. When we arrived we realized that the hotel was not accurately described and the most important details were left out.

This hotel sits behind a sister hotel and across a busy street. The host purposely deceived us with interior photos, very few street photos and very brief description to keep it to her advantage. To our shock, when we scouted the area we realized we had to cross a busy street in 100-degree weather with three kids. We noticed a homeless person screaming and doing her business in public.

We asked at the hotel if this was on a daily basis and locals confirmed. We arrived at 10:00 AM and check in was from 4:00 on. The host promised to let us store our bags in the room and that way we could also take a quick glance at the room. When asking the front desk about this, they said that they could not accommodate us and did not allow us to see the room or store our luggage.

We went to see where the pool was and found out that it was packed like sardines with an outdoor movie theater that did not work. Around 11:00 AM I had had enough and contacted the host to let her know we were not going to check in due to the resort not being safe and as advertised.

She is refusing to return our money. Airbnb is trying to resolve this issue. Discover card doesn’t care so we are stuck. I feel like this host robbed us. She is literally taking our hard-earned money and has the power to do whatever she wants. I am appalled this is happening in the United States.

Who can and is able to help? How can we get our money back?

Airbnb Left My Family in the Desert without Air Conditioning

Posted on July 22, 2021

My brother, sister and I booked a luxury property through Airbnb for Father’s Day Weekend. The booking was made in May 2021 for a stay from June 18-20, 2021. The day before the trip, I learned that the owners fired the property manager who accepted the booking and the new property management company had no record of my booking.

A few hours before the trip, I was contacted by a representative asking me for my personal information so she could make a reservation and grant me access to the property. Although reluctant, I acquiesced. When we arrived at the property, it was 115 degrees outside and 90 degrees inside the property. There were huge lizards over the entry door, spiders and bugs throughout the property due to a cracked foundation, inadequate seals around the windows and doors and no working wifi.

After a couple of hours of trying to restore the wifi, I called property management and my sister attempted to reach someone at Airbnb. I started receiving text messages from one of the representatives who walked me through everything we already tried. After five hours in the extreme heat, they sent out a technician. The technician was able to restore the wifi, but could not get the air conditioning to work.

Airbnb provided no valuable assistance by phone. We made the difficult decision to stay overnight, because it was pitch black in the desert. I came from Moreno Valley, my sister from Los Angeles and my brother from Big Bear. We spent most of the night outside, unable to sleep well due to the overwhelming heat, an influx of spiders and the smoke detector going off at 3:00 AM. We got up at 6:00 AM, called The Ritz Carlton Rancho Mirage who generously accommodated all of us with an early check in and attempted to salvage our trip.

I have spent the last month attempting to get resolution. As of today, Airbnb and the property owners are withholding my money for the first night’s stay. They did not provide the accommodations that were advertised, but are charging me for what was the worst travel experience of my life. The property management company is refusing to take any responsibility even though they accepted the booking, were responsible for managing the property, provided failed technical support and left my family in an extremely unsafe situation.

Airbnb Had Bedbugs, Awful Host and Airbnb Wouldn’t Refund Me

Posted on July 18, 2021

I scheduled a stay at Kalkoen Farm in Hahira, Georgia for my sister and I to spend the weekend together and catch up from June 11-13. The first night I went into the bedroom and when I turned the comforter back, I saw a lot of ants on a corner of the comforter. I couldn’t see what was attracting them and it was late so I went into the third bedroom (a bunk bed) deciding I’d deal with it the next day.

The next morning I decided I’d just wash the sheets (not everyone washes comforters so maybe there was something spilled that I couldn’t see). When I pulled off the sheets I saw a small something moving along the mattress pad. I called my sister in.

“Is that what I think it is?”

Yup. A bedbug.

We further investigated and saw a few dead ones. My sister got a zip lock bag and put the live bedbug in it. We then looked at her bed and the bunk bed. Her bed looked ok; the bunk bed had a few dead bugs on the mattress pad but we couldn’t tell if they were bed bugs (very small). My sis pulled a wash rag out from a bin under the sink and there were multiple live bed bugs on the towel.

At that point I booked a hotel and we got the hell out of there. I reached out to the host to tell him we found bed bugs in his place and that I got a hotel. His response was: “do you have photos?” Yes, I did and shared with him. I attempted to work it out with him — I only asked for a refund for the second night that I couldn’t stay in the place. We went back and forth and he said he would refund me. Then I stopped hearing from him.

I reached out to Airbnb’s resolution center, shared photos, and explained what happened. I had to wait for 72 hours for the host to respond. He didn’t. Airbnb reached out to me to tell me that they couldn’t refund me because I didn’t contact them immediately after the incident. They asked the host if he’d be willing to refund me and the host told them no.

At that point I wrote a review saying that the house had bedbugs and the host refused to refund me my second night. Airbnb took down my review. So, I am out the cost of the Airbnb and the hotel. I’ve since canceled my Airbnb account and will never use them again. Kalkoen Farm is still up on Airbnb and who knows who else has been exposed to bedbugs. I guess I should thank the ants because had it not been for them, I would have slept in that bed with bedbugs.

Airbnb Host Warns of No Air Conditioning During Heat Wave

Posted on July 7, 2021

I had planned on having a fun, relaxing weekend for my husband and booked a cute cabin in Flagstaff, AZ for Father’s Day weekend. It was listed that there was no AC but that it is cool in Flagstaff and not needed. Based on the reviews, I didn’t think twice honestly.

I booked his airfare (I was going to drive to Scottsdale to stay with family with our two boys) to meet us in Scottsdale and researched hikes in Sedona. Upon checking in to the cabin, it was cute and had everything we thought we’d need for the weekend. It was 86 degrees F upon check in, but noticed that the host had left the largest window opened and it was 101 degrees outside. I was a little annoyed but figured once we left the windows open all night and immediately closed them upon waking up that it would in fact stay cool as the host left his “stay cool tips.”

Well, the joke was on us. It finally got to 71 degrees F at 4:00 AM. We couldn’t sleep comfortably at all. The kids tossed and turned (ages 1.5 and 8) and it wasn’t until 4:00 AM that I was able to finally fall asleep for two hours. We got up around 6:00, closed the windows and headed for Sedona. After hiking for a few hours we headed back to the cabin. It was 86 degrees F in there, again.

I reached out to the host while nursing a migraine and dealing with three very very grumpy and miserable boys. He basically told me that it was a heat wave and outside his control. Which yes, I understand he could not control the weather, but I mean come over and check out how hot it is. Bring over fans or a portable AC (we paid him enough), get us a cheap hotel with AC, give us a partial refund… anything. He could not have cared less honestly.

I ended up having to take a cool bath with our baby to just calm him (and myself) down. My husband had started packing because we couldn’t imagine staying another night like we already had. I messaged the host again to let him know it was now 93 degrees F and there was no way we could stand another night there with it being that hot. I asked for a partial refund (we checked out with 24 hours of check in) and was told no, that his cancellation policy said no refunds.

I can’t imagine treating anyone like that but especially knowing how hot it truly was. To expect us and kids to stay in that is infuriating. It was mostly disappointing that someone could be that selfish and cruel. After reaching out to Airbnb, I was ghosted for two weeks. I decided to just call and was told “unfortunately the host said he won’t issue a refund.” I explained the situation to the gal and she was very nice but not very helpful. I was told she was going to reach out to the host and see if he’d change his mind basically. I told her it was unlikely and asked if I’m basically out all the money even though we checked out within 24 hours and she said I could escalate it to some Airbnb team and go from there.

Well, now I’m being offered a $100 coupon. All I want is my partial refund for the night we couldn’t stay. We didn’t even ask for a refund for the night from hell. I can’t believe the host and Airbnb just wouldn’t do the right thing.

Airbnb Stole My Refund — No Results for a Month

Posted on July 4, 2021

This matter is super easy, for a normal company. Of course for the spawn of hell, Airbnb, it is impossible.

I checked into an Airbnb. The apartment had construction in progress that was not disclosed. I immediately cancelled with the host in line with their cancellation policy. We stayed two nights and the host agreed to refund the rest. Airbnb confirmed on June 2 that the refund was paid.

It is now 32 days later and there has been no refund. Airbnb has taken the money from the host and this refund has now been misappropriated by Airbnb. Never in my life have I dealt with a more incompetent and horrifically inept service team than at Airbnb. They lie and lie without taking any action to resolve anything. I have escalated this over five times and very single time the consultant says they don’t know where the refund is, then transfers me to an “expert” who I assume is the same person with a different persona. Then after that they suddenly never respond again.

Airbnb has already agreed to the refund? So why not pay it? What is Airbnb hiding? All I want us to know where my refund is and then for Airbnb to make immediate payment. Airbnb is hands down the worst company I have ever had the displeasure of using. I will pay more to stay directly with hotels in future in order to receive actual service.

Airbnb Guests Wanted Champagne Holiday on Beer Budget

Posted on June 28, 2021

This guest and their family arrived very late and then proceeded to cook outside of the designated hours. They booked for three people and four people arrived. Just about every rule was broken by the family. There was not supposed to be eating in the bedrooms; the extra guest did so. We have a policy of no air conditioning on in the daytime and these are specifically written in a set of do’s and don’ts in each room. The option is to pay additional money during the daytime if air conditioning is required. We did not charge despite the violations.

What alarmed us most was the number of cartons of beers that were brought into the property, filling my spare fridge completely. I could tell we were in for a champagne holiday on a beer budget. We are a no-smoking home. The guest’s parents said they only smoke a couple a day, so I allowed them to smoke on the deck. Biggest mistake ever because a couple means two packs a day where they are from and I spent days trying to rid the house of the awful smell.

The rental was for two rooms, a bathroom, and toilet. They received use of the kitchen and other areas at our discretion. The problem was the guest’s party considered the whole house their domain: like I said, champagne holiday on a beer budget. This culminated on the next to last night when the guests decided to turn my entertainment deck area into their very own ‘footie pub.’ This started at 5:00 PM and went on well past midnight. No consideration was given as to whether I wanted to use the deck or watch anything myself. They were watching footie and b*** the rest was the attitude. By now they must have thought they owned the deck.

There I was thinking my home had been invaded; these people are unreal. They went out the following day and upon their return, they expected a repeat performance of Footie Pub 2. I told them that the deck was for my and our family friends’ exclusive use that night. This outraged them and they said “but you haven’t booked the deck!”

I almost fell over laughing and informed them that I don’t book any areas of my home ever and that as guests they fit in around what we are doing, not vice versa. Undeterred, a contingent of them marched out onto the deck and sparked up the ciggies and glared at me. They then asked that I watch something different outside so that they could watch their footie inside in the lounge. I said they had individual TV’s in their rooms they could use to watch there.

This did not fit the Footie Pub 2 mentalities of booze and ciggies. Realising they were on a losing wicket they staged a walkout (just like small children stomping their feet) at 10:00 PM at night with the mum staying on to say “if you had just let us watch our Footie and use the deck then things would have been fine. Things have been great up until now.” Well of course they had been great because they had full use of the house for a third of what they would have paid for a full house.

I am starting to think the expectations of some Airbnb guests have moved beyond a sharing experience and wanting a full-service hotel or apartment. If you want exclusive time and space then book with the corresponding prices would be my suggestion. I hope people don’t make the same mistake of allowing these people into their home. I tripled my prices and we have a nicer quality of guest staying now.