Host Violated My Privacy, Had Access to Room

On July 31, I spent one night in Provincetown, MA. The host reeked of cigarette smoke. The room was dirty, there was hair on the pillow, and there were locks on the bathroom and bedroom doors that did not work. I didn’t feel comfortable taking a shower and I couldn’t lock my door when I left to go back downtown for the night.

I always put my zipper on my backpack or suitcase in a certain position. It had moved. He didn’t take anything, because I took all my valuables with me in a second backpack. But that’s a huge violation. The only lock that worked on the bedroom door was a keypad lock that he said didn’t work, but I didn’t know if he could put in a battery from the outside and try to get in. When I came in the doorknob was loose and I couldn’t turn it to get back into my room. I kept turning until it tightened and I was able to get in. Because of the lock, I had to put a table against the door and sleep in my clothes, all packed in case I had to leave in a moment’s notice.

I have PTSD to begin with and then to experience this compounded it. I wrote Airbnb on Aug. 2. I’m still waiting. I also filed a report with both Attorney Generals in MA and CA and a dispute with Paypal.

Airbnb Guests Get Away with Everything but Murder

I’ll try and keep this as short as I can. We have been 5-star Superhosts (and guests) for years. We hosted in Truckee, CA and in Grants Pass, OR on the Rogue River. We took a chance, by allowing someone who had no reviews to book our place.

When we arrived home (after they checked themselves out), they left the door wide open, and all of the lights on in the apartment. There was trash and crumbs and dirty dishes everywhere. One of our screens was taken off, so they could burn incense on the window ledge (right over our roof) and they broke our washing machine; it was full of dark brown water, that would not drain. The repair man said it was due to them overfilling the washing machine.

We only charged a $250 deposit on Airbnb, which didn’t cover the cost of the damage they had done. Airbnb makes you resolve the issue yourself, with the guest — “Yes, talk to the guest about it. They will agree that they trashed the place and agree to give you compensation for it, no problem!”

Then the guests denied it (when we had photographic proof of everything, including text messages). The guests did not pay the deposit, and got away with everything. What’s the point of having a deposit, if the guests don’t have to pay it?

I surely did not think that Airbnb would let a person you were in a dispute with write a review about you. VRBO does not allow persons you are in a dispute with, write a review on your profile, because they know that it will be false and biased. But Airbnb allowed them to post a review on our account that was false and disgusting when we have a five-year history on Airbnb of being Superhosts and super guests (with 40 reviews).

We are shutting down our Airbnb account as of today, because of Airbnb’s awful and negligent handling of this entire situation. We have been amazing hosts (and guests) of Airbnb for years and the fact that Airbnb allows and practically invites this type of behavior from guests is outrageous. A guest can come into someone’s home, trash the place, break things, deny it and never pay the deposit (that they should) and leave the host a false and horrible review. We will only use other companies for hosting and traveling from this day forward. We will highly recommend all of our friends, families and guests to use anything but Airbnb. We will never recommend Airbnb to anyone.

Host Agrees to a Refund, but Can’t Contact Anyone

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I can’t travel to Spain from Australia due to COVID-19. I tried to contact the host, to no avail. I left a negative Google review, and the host made contact with us by email and said if we removed the negative review they would refund our money. Since then, no contact.

Airbnb originally sent a request for the host to reply with authorization for us to cancel but the host didn’t respond to them. So we are stuck in the middle with no one to talk to. Airbnb won’t deal with us anymore as their system email to the host ‘timed out’ and so they say our case is closed. I have an email from the host confirming they will refund us and can’t put it in front of anyone at Airbnb because they won’t deal with me.

Airbnb’s Facebook chat tells me my case is closed as the ‘system timed out’ with no response from the host. Airbnb’s resolution centre just says my case is closed. When I try to phone Airbnb the message is that they won’t deal with anyone unless it’s just before your booked stay. I’ve tried emailing the host through other accommodation sites. I’ve tried to contact the host on Twitter and Facebook — no response. What can I do? Nobody will talk to me.

Airbnb is holding our money and their business partner, the host, is blackmailing us over our Google reviews and then not responding to anyone. Airbnb should refund our money and sort out the host who is messing their customers around.

Same Name, Same Crimes to Airbnb, Apparently

In short, I’m moving. My father got a new job in Texas and while the house is finishing we needed a place to stay. We use Airbnb. We made this reservation months ahead of time. In the middle of the night a few days before we moved, they cancelled. According to Airbnb, my father had a criminal record. Weird, because he doesn’t have one. They claim that he committed a violent crime in 1992 in a different city. Some brainlet at Airbnb probably uses Google with a name and state to check someone’s background. So some guy they Googled with the same name and state is now my father I guess. It doesn’t work like that. I’m now using Elon Musk’s naming scheme from now on so non-diligent companies won’t mistake me for someone else who committed murder in 1854. Absolute troglodytes over there.

Airbnb Made Me Pay for the Grimmest Cottage Ever

I booked an Airbnb holiday cottage for a week in Aberdovey, North Wales, in good faith based on the information given in the Airbnb listing. I turned up after driving for hours to find a drab, damp, dark, dated, depressing and smelly cottage situated on a dangerous road — totally unsuitable for children. We left after ten minutes of walking into the property having paid £603 in total for the booking.

I raised a complaint with Airbnb within 20 minutes of leaving the cottage. The result is that Airbnb gave us a £50 refund of our total £603 we paid. It seems they sided with the owner rather than the guest. It seems they tend to do this as a rule. So as a guest if things go wrong, be warned you will lose your money and Airbnb will not help you, no matter what they say.

Cancelled in July, Still no Refund in August

I made two Airbnb reservations for this summer in December 2019. I cancelled them both on July 6. There was no question at that time of whether I was allowed a refund or not — both hosts agreed to give me a full refund. I got the full refund for one of the cancellations on July 10. I got billed a “cancelation fee” for the other reservation on July 10, but I haven’t gotten any money.

I called July 6 to ensure that this would work out since I had changed my credit card, and the customer service person assured me there was no problem. And indeed, I got the other refund without a problem. They said to wait 7-10 days.

I called again on August 17 and talked to a customer service person who said it looked like there was a problem and “an expert would contact me.” But here it is August 24 and no expert. Today I tried calling, and got a phone tree that explained: if the reservation was made before March 15, no refund is allowed. If the reservation was made after March 15, no refund is allowed.

If this is not about a cancellation 72 hours from now or less, nobody can talk to a person, just leave a message and an expert will contact you. Based what I am seeing from other people, I think my mistake was not insisting that I talk to a manager last week when I had a live person on the phone. This is pretty terrible.

Airbnb Party House not Complying with Lockdown

We are renting a terraced property in the greater Manchester area and the property next door to ours has been an Airbnb host for a few months. This was a problem before lockdown started in the UK but has been exacerbated significantly since then.

Since the start of lockdown, the Airbnb next door has been occupied by multiple separate groups of adults for short-term stays, with gatherings of up to 20 people staying in the property. Every single group booking has used the Airbnb for non-essential travel to host house parties. It is clear the Airbnb listing has been listed as a “party house” because every group of adults that has stayed there has purely booked to host parties until 3:00-4:00 AM playing loud music, shouting in the street and other associated antisocial behaviour.

This is incredibly frustrating as we are a house of key workers, working in a hospital for the NHS, so we have to continue to work during the pandemic. However, nearly every night we are being woken up by the loud music and shouting impacting our work. This had been a less serious problem prior to lockdown but since the majority of people are furloughed or working from home these flexible hours have enabled these individuals booking the Airbnb to have mid-week parties. They have chosen to book a property away from their home to have a party breaking lockdown with the assumption that they do not want to do this in their local area as it clearly breaks government guidelines for non-essential travel.

We have made a complaint to Airbnb against the anti-social behaviour in the neighbourhood and have complained to our local council, but were wondering if anyone else has had similar issues or has any advice moving forwards. We have attempted to contact the host but received no reply.

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Scammer Stayed 24 Nights but only Paid for One

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A guest booked a 30-day stay and claimed to Airbnb that he moved out after one night but actually ended up staying 24 nights. Airbnb mishandled the situation and now refuse to correct their mistake.

We are in one of the ten largest cities in the US. The place is very economic ($400/month, average monthly rent for a 1-bedroom-apartment here is $1350). It’s a shared room (3-4 people per bedroom, 10 people in the apartment) and he complained about cleanliness issues within 24 hours.

I do month-to-month rentals and usually have 100 guests at the same time across several location. Over 1000 guests in the last five years. 80% of our ratings are five stars, 90% are four or five stars. Nobody else in the apartment complained about the cleanliness issue. The guest didn’t have a single review.

Airbnb didn’t reach out to me until 14 days after move-in. I pointed out to Airbnb that the guest still lives there. 20 days after move-in they made the decision to refund him all the money besides the first night, because he told them that he moved out, even though he didn’t move out.

I have been chasing them ever since, telling them that he still lives there but they didn’t do anything about it. Everyone saw him and other Airbnb guests also confirmed to Airbnb that he lives there. They slow-walked the case and never asked me for any photo or video evidence that he still lives there.

After he moved out (after 24 days when an Airbnb rep called him and urged him to move out) they suddenly asked me to provide photo evidence that he actually lived there. Now they won’t issue his payout because they say that without video or photo evidence they cannot issue it.

Airbnb made a wrong decision regarding the cleanliness issue given that there were 20 other Airbnb guests living at this location (spread across multiple units) on the same day as the guest but none of them had any complaints. Furthermore, when they first reached out I told them that the guest still lives there and it took them almost a week to come to a decision. When they made their decision, they forgot that he actually still lives there. Now they don’t acknowledge that mistake.

I have attached the four pictures that were presented as evidence by the guest that there was a cleanliness issue. Those are the only pictures that Airbnb showed him. I would like to take them to arbitration and I am seeking an experienced attorney to represent me. Here is a detailed complaint that I sent to Airbnb.

I am challenging the decision that there was a cleanliness issue. This decision by Airbnb was wrong and is the reason there is a dispute in the first place. There was no cleanliness issue. Here is a list of all the Airbnb guests that stayed at this location on March 9 (the day of move-in); none of these people reported an issue. That’s 20 happy Airbnb guests vs. this guy, who doesn’t have a single Airbnb review.

I included the booking code so you can look up the address. The pictures you sent don’t show any cleanliness issues:

1st picture: burned stove counter. There are ten people living in the apartment and most are cooking. Sometimes they will burn a stove top burner and sometimes they don’t clean up right away. Once a week our cleaners come to make sure everything is spotless. It cannot be 100% clean in a shared room environment. You can expect that at a entire place at move-in but not in a shared space.

2nd picture: dirty toilet seat. There are three bathrooms in each apartment. Ten people use those bathrooms and so they get dirty. Once a week they are cleaned spotless but during the week one toilet can be a bit more dirty. There are two other ones where it’s not like that. Again, this is normal in a place where ten people live together and cleaners come once a week.

3rd picture: a kitchen table that’s not 100% clean when ten people live in an apartment to eat breakfast, lunch and dinner there. This is normal,

4th picture: a vegetable outside the fridge. There are ten people living there and they are cooking. When you cook sometimes a vegetable falls on the floor. That’s how every kitchen everywhere looks. I am sure that vegetable was picked up minutes after the picture was taken.

We have been around for over five years and have a great system to make sure people that share a space can live in a clean and healthy environment. We encourage all our guests to clean after themselves and have professional cleaners coming once a week to do the heavy lifting. There is absolutely no cleanliness issue and it was a wrong decision by Airbnb.

Whatever case manager made this decision didn’t look at the satisfaction of other guests staying there nor the fact that this is a shared environment. We are proud of the cleanliness we provide and there was absolutely nothing wrong with it. Neither Airbnb, nor Brian Chesky, nor the guest would be able to provide a cleaner environment in an affordable shared room setting like this one.

The guest moved in on March 9 and it wasn’t until March 22 that I received a message from Airbnb. That’s 14 days after move-in. I wrote back immediately that I didn’t agree to a refund and that as of March 19 he was living in the unit. Airbnb did not ask for video evidence then.

On March 24, Airbnb sent photos (16 days since move-in, no question about video or photo evidence. On March 25, Airbnb said they would follow up the next day (17 days since move-in, no question about video or photo evidence). On March 26, Airbnb said they would follow up the next day (18 days since move-in, no question about video or photo evidence). On March 27, Airbnb said they would follow up the next day (19 days since move-in, no question about video or photo evidence).

On March 28, Airbnb made the decision to refund the guest and there was no word about the fact that he still lives there. No question about video evidence or camera. Airbnb also said that they would not get back to me for three days. It seems that Airbnb just gave the refund at the last minute before the work week was over without double checking if the guest still lives there or not. This is negligence on Airbnb’s part and the reason there is a dispute now.

On March 30 (22 days since he moved-in), I pointed out that the guest still lives there. On April 3, there were no questions asked about video or photo evidence. Someone from the safety team contacted me and then called the guest. Only then did he move out. At no point was video or photo evidence requested.

Airbnb Host Offers no Flexibility During Pandemic

This was the worst Airbnb I have ever stayed at in my life. It was like walking on eggshells. I can’t believe I stayed here and extended my stay. I was manipulated and taken advantage of at the same time as well.

Since I was trying to save money in the middle of the pandemic, I figured I should probably stay in a cheap place with a kitchen. I was hesitant with booking with this host since the kitchen was not allowed. I figured she might be able to make an exception so I decided to message her first.

In our conversation, she told me “light cooking” would be okay. Unfortunately, that was my mistake. “Light cooking” was her way to get me to book the room so that she could make some extra cash during the pandemic. Apparently sautéing was not considered to be “light cooking”. Light cooking to her was considered to be making a sandwich, which is not really cooking at all. Because of this miscommunication, I had to throw away $30 of groceries.

My host also came into my room and moved my stuff around so that she could tidy up one day while I was gone for the afternoon. If I can’t come into your room I would really appreciate it if you didn’t go into the one I paid for when I’m not in the apartment. I mean how do I know if my stuff is safe in the room?

I can also see why previous guests were complaining about the bed. I had to fix the bed frame several times since it’s made out of wood. On her listing, it also says that a laptop friendly space is included. When I was at a desk typing on my laptop I was told to go to my room because “the living room wasn’t an office”.

If you’re a tourist and you’re not in the apartment a lot I can see why you would leave a good review but this was not my experience. I’ll never use Airbnb again.

Airbnb Refused to Give Full Cash Refund

Airbnb’s COVID-19 cancellation policy says I will be offered a full cash refund, as my situation fits the criteria. I am eligible for a full cash refund. Was I offered a full cash refund? No.

I was offered less than half my money as a cash refund, or I could accept a credit of the full amount. As I was confident Airbnb would fix this error, I took the credit. I was living in a dream world. They have all been rude, dismissive, disdainful, from the juniors to the ‘senior’ consultants. One was decent enough to tell me the truth, but did nothing.

They have completely ignored the topic that the system made a mistake to not to offer a full cash refund. They say they will never give me the full cash refund. They have the gall to quote the policy to me saying that I took the credit, so I should shut up and crawl back under a rock.

The next indignity is that someone fraudulently used my credit. Who or how they used my credit, I don’t know. There were no apologies, just a new credit reinstated, but not the full value. They decide to ‘round down’ the credit amount.

Isn’t that theft, to take money off someone without their permission? Yes, they let someone steal my money, then they stole some of my money. Unbelievable. How do they feel about it all?

I asked the ‘senior’ consultant to ring me. He completely ignored me, and sent me one of the endless generic emails saying the same thing as the last fifty emails. Thankfully it didn’t contain the ‘slap-in-the-face line,’ that they will now close the case as they feel it has been dealt with sufficiently. They sent that one to me one too many times.

I have asked the NSW Fair Trading department to help. They are kind and supportive. As yet we have had no success in getting Airbnb to abide by their own policy. They have shown themselves to be incompetent, but worse than that, dishonest and completely dismissive and disrespectful of their customers’ feelings and rights.

The true test of customer service is how the company responds when things go wrong. When things go well it all looks good, but my situation has tested these people and they fail in so, so many ways.

I am sorry to all the lovely hosts who have made our Airbnb stays so memorable. You make Airbnb look good, but it is rotten to the core. There are plenty of other accommodation websites that offer the same style of accommodation and service. I hope you will all join me there, and we can again enjoy our carefree holiday travels.