Tag Archives: airbnb nightmare

Lying Host Leads to Last Minute Scramble in London

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So we have been using Airbnb for a few trips and all went quite satisfyingly until my husband, my 70 year-old mother-in-law, and I booked our trip to Europe. We always plan our trips a few months ahead just to avoid any unforeseen circumstances so we can sort everything out with the host earlier if something unfortunate should happen. The guy with whom we booked has a few properties listed with Airbnb and has remarkable reviews so we thought this one shouldn’t have any problems. Exactly a week before we arrived, I messaged him regarding exchanging the keys. He replied straight away saying he will give us the keys face to face. Then my husband started to realise that the address he put on Airbnb is actually not detailed, only showing the street name and the suburb. So I messaged him again requesting the address two days after our last communication (which was five days before we were set to arrive).

There was no reply for three days. We messaged him again… nothing. Obviously, we thought he was probably too busy to reply; we had his phone number so we thought we could call him when we arrived. While we were transferring from Dubai to London, we were informed that our Airbnb in London had been cancelled. Without a reason, without any messages from this host. We couldn’t do anything as we were about to take off. I honestly cried for the whole flight as we also booked a few other places with Airbnb for the rest of our trip in Europe. We called Airbnb again and again at the airport, seeking an outcome. Nothing. They only provided us a few links to similar properties (but cost much more than the one we booked) plus a 10% credit, which could only be used with Airbnb.

We eventually booked a hotel that cost much more, as around Europe in July everything cheap had already been booked. I was furious as my 70-year-old mother-in-law was extremely exhausted after the 25-hour flight so I messaged the host and asked him the reason he cancelled. He replied after my repeated not-very-nice messages, saying he found out Airbnb double booked him a week before we arrived and called them straight away to cancel but Airbnb got delayed. He wasn’t sorry. He also tried to make it sound like it was my fault blaming him during all communication (or should we say arguments). I then called Airbnb again but they told me a completely different story, saying that the only phone call they received from him was the day before and he asked to cancel without any explanation or reason. I cannot afford anything like this to happen again so we just cancelled my rest of our trips with Airbnb and deleted my account. I would rather pay the penalties than deal with these dodgy people. Such a relief. To anyone who is seeing this: please do not use Airbnb. Please also pass this on to your friends and family.

Airbnb Nightmare: Cancelled ONE MINUTE Before I Arrived

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I was traveling with my family (myself, my wife, and my three-year-old daughter) in Los Angeles where I had booked a nice cottage for four nights. Everything was ok until the day of our arrival at the host house. The same morning I receive a message saying she had to postpone her departure and thus the house was not available on the first night. Instead of cancelling the booking she offered to book us an hotel room for the first night at her expense. I obviously accepted and started my trip to arrive there. Later in the afternoon, around 5:00pm, just a minute before arriving at her home (without any news from the host about the hotel), I received a cancellation notification from Airbnb.

The rest of the day was a nightmare. We found a hotel for the night that cost a LOT more than the Airbnb, but had a lot of problems booking it as our credit card was maxed out due to the Airbnb reimbursement not arriving promptly. Only in the late evening did we get the money we needed to let our daughter sleep in an hotel room instead of a car… worst afternoon of my life… I think most of this is linked to the very low penalty fees ($100 as far as I know) Airbnb enforces on hosts cancelling their bookings. This should be changed such that the host is strongly discouraged from cancelling a booking in the last few days before check in. Furthermore, Airbnb provides a 10% bonus to guests for the inconvenience – ridiculous: the longer you book, the less you receive in case of cancellation? – ONLY IF YOU SPEND IT AGAIN ON AIRBNB?

Anyway, this was my first experience using Airbnb, and for sure it will have been the last…

Fake Airbnb Listing: Cliffhanger in Alabama

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So, I never used Airbnb before. I was encouraged by my friends to do so despite my misgivings about staying with total strangers or even being alone in someone’s home without them there as really, anyone could have keys. Imagine someone walking in on you as you never know who the owner gives keys to! I booked a place in Birmingham and had never been to Alabama, so I thought it was flat and swampy and that working class people like me live there: only things I had seen in the movies. I did not care as I am not a wealthy person. Mind you, the ad said “Birmingham” but this home is not in the city at all. Beware of people posting ads saying this as it can make all of the difference in your experience.

Well, the obviously fake glowing reviews of the place did not mention this man’s house is on a cliff! The house is IN THE APPALACHIAN MOUNTAINS and he referred to it as a “little hilly.” Literally all the houses in the neighborhood sit on the side of a mountain with million dollar mansions and his house is empty because he is selling it. He says he “travels” but he lives in another state when I actually got him on the phone. He even said we might go for a bike ride… as if he lived in Alabama! He said, “I travel for business,” “I live in Arkansas,” and “I live there full time” all in one day to me! Does this sound normal to you?

Well, imagine not knowing where you are and driving for hundreds of miles through farmland and then BAM! You are not in Birmingham but in a weird place called “Shelby” where for some odd reason millionaires live in the middle of abject poverty; everyone around them is poor as dirt! The entire area is out of place and the hotel in which I ended up had transients and “regulars” living there, as the working class people are poor. It was like a dystopian future in which the feudal lords live on a mountain overlooking the peasants!

Well, I called the police, not believing this man’s ludicrous story anymore for fear I would be breaking and entering into someone else’s home: a bait and switch. Even the local police thought it was odd he was only charging 45 dollars a night for a MILLION DOLLAR HOME IN A MILLIONAIRES CLUB ESTATE ON A SIDE OF THE APPALACHIAN MOUNTAINS! My truck would not charge my phone due to a small electrical problem as it is new and had a quirk, so I had to sit in a local restaurant to charge my phone and when the police came and I showed them the home and the ad he even thought it was fishy and recommended a hotel up the street for my safety.

Can you imagine if I actually went into this empty home IN THE DARK and someone arrested me or something? Beware of a “too good to be true” ad or people claiming to live somewhere they don’t. Unless you look up the owner, how do you know you are not breaking into someone’s home for whom they got a key made? The entire night cost me $175 dollars and I was so scared in the DARK, never having been to Alabama. A house on a cliff in the middle of a neighborhood of rich and powerful people with nobody living there is ridiculous. If you could see the location you would think an eagle lives there.

The final insult was when I called the man who placed the ad, and he asked me if I knew where local roads were and to “pop” up the hill when his home is in the MOUNTAINS and the back of them drop off hundreds of feet to your death! An empty house, non-resident owner, no proof the person actually owns the house, and omitting pertinent details such as HOUSE SITS ON A CLIFF OFF OF A MOUNTAIN equal no more Airbnb for me. BEWARE normal everyday people, because if you end up in a millionaire’s estate, you had best believe rich people can get you arrested or worse. With all the shootings going on too, who knows what could have happened to me? I had no way of verifying this man even owned this home, and when you look at a property, ASK IF IT SITS ON A CLIFF!

Fearing Bad Reviews, Airbnb Host Accuses Guests

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A couple of my friends and I traveled to Siem Reap, Cambodia during early monsoon season in June. I decided to go for my first Airbnb experience and to be safe, I chose a superhost thinking that will be the safest option. What was in store during this off-peak season at ‘My Home‘ (name of the superhost’s house) was a super warm experience, literally. As the temperature was high and with a little bit of rain, it was difficult to sleep at night as it was very hot (35 degrees Celsius) and humid with only a tiny fan available (if you can call it that) to circulate the air.

On top of this, there were lizards and insects coming out of the wooden roof from small crevices. As my partner is afraid of lizards, we changed rooms with my single friend living in the other room. It worked for five minutes before a lizard came out of the ceiling and my partner was paranoid it might fall on us. At the same time, a small bee started hitting the light on our mobile phone, in the dark; she thought it was the lizard and started screaming. After I calmed her down, we decided to go to a hotel the next day as the place was booked for two nights.

The next day, we left the place after coming back from sightseeing as the hosts were asleep and my friend staying in the other room was there to explain why we left. The French couple were fine the entire length of the trip and, expecting a bad review, ended up writing a nasty review that we left like thieves and gave a fake note to the driver they hired for us. We did not ask for a refund nor did we create a fuss. I ended up giving a nice short review that they guided us well, but as for the review they wrote accusing us of being thieves and cheats… it made us realise the lengths people go to discredit guests from whom they expect bad reviews. I wrote to her to explain and make amends to the wonderful driver who took us around and her replies can be seen here and here. I realised that people can be racist to people they think won’t fight back. How can such people masquerade as superhosts is a mystery.

Host Cancels Two Weeks before Daughter’s Wedding

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I cannot believe the situation I am in. I carefully found an Airbnb near Washington DC nine months ago, paid $2400, and now I have no place for my guests. I am traveling for my daughter’s wedding. I found a place that has five bedrooms and near the wedding location in Virginia. I cannot possibly find a replacement with only two weeks to go and apparently this particular host has done it before. Airbnb thinks $200 will made up for this nightmare. There should be a class action lawsuit against this type of practice. This host apparently has defrauded others and now I’m one. I am beside myself. Can someone please help me stop this illegal practice?

Airbnb Nightmare in Downtown Indianapolis

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My daughter had a volleyball tournament in downtown Indianapolis in June 2016. The hotel I wanted to stay at, Crowne Plaza, where the team was staying, unfortunately was fully booked at the parent rate and a neighbor mentioned I should check out Airbnb as an option. I was surprised to find an apartment at only $100 a night about 1.5 miles from the convention center. Another mom whose daughter was also in the tournament agreed to split the fee with me and one of us would bunk on the couch since tournament days are often long with minimal time spent in the room.

My first red flag happened the night before check in. The host, Eric, asked me to give him a call when I had a moment to go over check in. At this time he revealed he wanted to be up front (nice of him to be upfront with less than 24 hours to check in…) as he had a small issue that “wasn’t a big deal” but that he wasn’t supposed to be subletting his apartment so if anyone asked who I was, to say I was a family member. That immediately made me uncomfortable as I had booked FOUR NIGHTS at his apartment. If something went wrong, what might happen? The “upfront” comment really pissed me off. There was nothing upfront about it at all. I was told last minute and not given the option if I wanted to be at risk in this way.

I called several hotels immediately but no one had any rooms available. The day of check in I contacted Eric to find out how to retrieve the keys. He had previously told me he’d have the keys available for me to pick up when ready. I wrongly assumed that meant he would leave the keys with a doorman, an apartment manager… but alas, I made an error in using common sense. What Eric sent me to show me how to retrieve the keys was a picture of the front of the apartment building where a red circle was placed on the left side of the photo indicating where I could retrieve the keys… which were hidden under one lonely slate piece of rock that stood out like a sore thumb next to the door.

I was in a rush to get my daughter to the hotel to meet the team so I rushed in, dropped off my bag, and left. I noticed the lock was difficult to handle and saw there was no metal casing where the deadbolt should sit, just wood roughly carved out that left the door closing very loosely. My friend, the mom of my daughter’s teammate, Uber’d back with me to the apartment and I showed her where the keys were left for us. She was shocked. We scurried to the apartment hoping no one was going to stop us on the way and we noticed a cubby door near the front door of the apartment. This was not mentioned in the listing, so we opened it.

The door fell off in our hands but we noticed when looking inside it looked vaguely familiar. No wonder – it led to the closet inside the apartment, which had no lock on the door, and was easily sized for someone to climb through. We pushed a chair up to the closet door for security measures. Two women in a strange city alone with a door someone could crawl through and wind up in the apartment left us feeling vulnerable and worried. Again, I called around to more hotels, and nothing was available. I went to the Airbnb site and couldn’t find an emergency phone number.

We then proceeded to look around the apartment and noticed what a sty the place was. The bathroom was disgusting! I was so grossed out I wouldn’t even brush my teeth that night because I didn’t trust the water flowing through the faucet. The shower was beyond human use but oddly enough the photos in the listing did not depict the nastiness; they were staged in a way to not show it. I had asked the host for a set of sheets for the couch since there were two guests staying. There were no extra set of sheets to be found anywhere, just a lone blanket with holes in it folded up next to a chair and a brand new thin blanket thrown on the couch, but no sheets.

The bathroom had ONE washcloth and three towels. That’s it. There was one roll of toilet paper. The floors were nasty; the edges of the entire place were thick with black grime from years of dirt and lack of scrubbing. I sat on the couch while my friend had an anxiety attack and used her inhaler. When I got up, cat hair was all over my pants (the listing did say he had two cats but I asked him to remove them because of my friend’s allergies – he insisted he cleaned the house the morning of check in for three hours – a total lie) The house smelled, just like the apartment building. I don’t mind old but I do want CLEAN. This place was old, dirty, and disgusting. I wouldn’t judge anyone if that’s what they can afford or for how they want to live but when you open up your place for others to stay at and risk their security, health, and sanity because you want to make a buck (or in this case, $400 bucks), I have a problem.

Did I mention we slept on the couch because we were too scared to sleep in the bedroom with the wonky cubby hole/door thing going on? I kept smelling something seriously rank all night and when light finally hit in the morning, I looked on the side of the couch and there were two wine bottles (which were probably not empty, by the smell). I finally was able to Google Airbnb and find a hidden phone number. I spoke to someone named Buster and uploaded tons of photos of our situation. I felt I should have been refunded the ENTIRE amount we spent. They did cancel our reservation which gave us back two nights and they proceeded to also refund the third night and our service fee.

I will never use Airbnb again. It was so stressful. We got two hours sleep total the entire night leading to the day our daughters played. Luckily my husband is a Platinum Marriott member and they were able to give us a room for the night about 15 minutes away from the convention center at a great rate. I seriously felt like I was walking into the Astoria when we got there. Coincidentally, I got a text from Eric asking “Hi, how is the stay going?” about two hours after the reservation was cancelled. I proceeded to block his number and enjoy the rest of my stay at the Marriott. Never never never again! Too risky and too much work to get a resolution. Buster was nice but I like the option of going to a front desk and speaking with a person for an immediate resolution at a hotel. Too much was left up for Airbnb to agree to despite how wrong the listing was and the security issues we faced.

Currently Stuck in an Airbnb Nightmare

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Unfortunately, we are still here and too scared to give the full story until we are a safe distance away from our host’s seriously mentally deranged mother. We are desperate to escape from this nightmare Airbnb stay but our house is still being repaired. If our host’s mother were to find out that we had spilled the beans about her she would lock us out as she has done on several occasions. My partner and I have extensive careers with the Met Police Constabulary – we have both worked with some of the UK’s nastiest criminals – but our host’s mother is, without a doubt, the most cunning, sly, compulsive liar that either of us has ever met. Please hold our ‘comments’ until we are in a safe location – which is in less than a week’s time. We need to warn people about this particular Airbnb accommodation in St Leonards Hastings UK.

Lying Airbnb Host in Monument Valley

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I manage Airbnb properties in Edinburgh but have never stayed in an Airbnb property myself until I went to the States recently and stayed in a trailer in Monument Valley, which just happens to be on the Navajo reservation. In fact, the trailer was owned and run by a Navajo indian and his wife, who was a white American. Now a bit about myself: I have travelled extensively all over the world and love experiencing different cultures, and don’t for one minute consider myself superior to cultures that are not westernised, but obviously this host thought differently.

The trailer we were staying in had no water; we were told that on the listing, so it wasn’t a problem. We also knew the toilet facilities were not in the trailer. Again, no problem; we were were expecting relatively basic conditions. The problems began with the directions. They were more than useless, a fact a few of the guests had noted before. We got lost then lost again. Eventually, the host’s wife came out to meet us as it got dark.

The trailer itself was very basic, with no lock on the door, rusty cutlery and thin torn plastic acting as windows which would flap violently in the wind. There were one pan, broken cupboard doors, and bare electric wire hanging down from the lamps. The water was kept in a large plastic water container which was fine for us. There was a shower a few metres away but we were told that it may be difficult to get going and to go to the husband’s relatives in the trailer next door and ask if we could use their shower if we couldn’t get this one to work. Needless to say I had no intention of doing that.

It was not what we were expecting and we were very disappointed. We sat late into the night humming and arguing whether we should go or stay. The next morning we left but not before I tried the shower – which of course wouldn’t work – so I washed my hair outside the trailer as my friend poured water over my head. I then used one of two hand towels to dry my hair. We left and sent a text voicing our disappointment and suggesting ways of improving a guest’s experience… well, what I got back was nothing short of insulting. The host’s wife said that not only was I a habitual complainer (I met her for ten minutes and never stayed in an Airbnb property before), I was culturally insensitive and what’s more I had lied about having a shower.

To cut a long story short, I was determined that my review was factually both positive and negative (there were positive points, such as location), but the review written by the host that appeared on the site was appalling: it was nothing but a rant insulting me (bearing in mind I had never spoken to nor seen the host). He basically wrote what she had put in the texts to me but doubled the insulting bits and telling other hosts never to have me stay. At no point did I ask for a refund. In fact, initially, the host’s wife suggested she would give me a refund, but it wasn’t about money. Not only did he call me a liar, saying the towel was wet therefore I had taken a shower, but to personally attack me was appalling. I asked for the review either to be edited or taken down as it wasn’t a review but a personal attack on someone he had never met, and some of it totally irrelevant to the actual review.

Airbnb of course did nothing and basically said just forget about it and move on. Dare I say this, but they don’t want to upset their indigenous host by taking it down and be accused of favouring the white person. In the meantime, it is there for all my clients both old and new to see, which doesn’t do my business any favours. I am now debating to take it further and put in a complaint to the top guy. Maybe if we all did that something would change.

What gets me are the reviews; on the whole they are all five star although sometimes there is a thread of discontent. But what is it with people? Were they so glad to be staying in Monument valley for cheap it didn’t matter where they lived? Correct me if I am wrong, but doesn’t an Airbnb property have to meet certain criteria: a lockable door, clean (which it wasn’t), safe. Bare wires aren’t safe and suitable for accommodation. We weren’t expecting the Hilton but we did expect a clean safe place with serviceable cutlery and more than one pan and a door to lock that would protect our belongings.

Airbnb Cancelled due to Higher Bidder?

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This was my first time with Airbnb and a bummer of an experience. Several months ago, I reserved a “cabin” in Monterey, California with “Kirk” for eight nights for a retreat I was attending in late July/early August. I received a cancellation notice, with no reason (or compensation) given. However, given the desirability of Monterey, especially in summer, I’d wager the host was offered substantially more than I had paid and cancelled without penalty, as hosts are able to do with Airbnb. (I wonder if he’s done this before – firm reservation vs higher bidder? Hmm…) Now, the inconvenience is on me and I’ll have to cancel my retreat reservations with a penalty as I can’t find anything nearly as nice for twice the price.

Airbnb: Once bitten, NEVER AGAIN. Won’t do it. Beware. Major risk. Apparently, accommodations can be pulled and offered to the highest bidder.

Nonexistent Building and Fraud in NYC

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We booked a “charming studio” in Manhattan on 60th street, one block from Central Park. Initial confirmation came back confirming the listing as shown. BUT the week we were leaving we received a second confirmation with a different address. The new address was seven blocks away, under the Queensboro Bridge exit ramps, and adjacent to a strip club. I contacted the host about the discrepancy. I received about 20 automated messages confirming our “charming studio” but not responding to my question. I told her we wanted to keep our original reservation for the charming studio near Central Park and that her other listing showed it as two bedroom units, etc. She said there were also studios in the building. I told her we wanted to keep our original reservation near Central Park. Next, the host claimed it was a typo. WHAT?

I called Airbnb. The nightmare began. Then she claimed it was an administrative error. And finally two days before our departure she disclosed that the original address is for a building which doesn’t exist. Meanwhile Airbnb assured us that they would help me find alternate accommodations for us within our desired area. I explained that we were going to be in NYC for two and a half months and that my son would be receiving medical care and so we needed to be able to walk to his appointments and needed to be close to the original location we reserved. They kept trying to convince me to accept the other reservation. I explained that it would not work and that we would have to rely on cabs and that would add over $400/ week to the total. We were then assigned a case manager (Olivia) but every time I called I had to go through the whole explanation again and got more lip service. I was told our case manager would call us back. This never happened.

I was told our case was now labeled urgent. Still, there was no call back. Then I was told they would provide a list of available places but not necessarily within my desired location and price range. I was also told I would have to contact hosts myself. With a 24-hour turnaround response time and further “no availability” for the “available” listings they provided, I was told I was on my own to find alternative accommodation elsewhere. I was now within 24 hours of our departure, I still had no resolution and no place to stay for my son and I and they were still sitting on over $5,500 of our money. The stress they added to our lives cannot be measured. The experience was not just frustrating, it was unethical, fraudulent and illegal. Having a case manager is a joke if he/she does nothing to help you.

I finally got different case managers (Shawn and Buster) who told me they were going to refund our money. I have to see yet to see a refund. I contacted a friend in Manhattan and put me in touch with her realtor. When I told her what had transpired, she did not bat an eyelash. She said that many of her clients call her because they have rented through Airbnb and that many of the NYC Airbnb listings are illegal and so folks are booted out of their rental midway through their stay. Virtual commerce. Virtual crime. My “host”, Rachel, was actually in London. And the crazy thing is, as of my departure THE LISTING FOR THE NONEXISTENT “charming studio” with the map location on 60th street and one block from Central Park was STILL UP on the Airbnb website. I have not decided how I will proceed. Be careful out there.