Don’t bother hosting with Airbnb. I have done so for several years, but this year I have removed my property after it has become apparent that they do not look after their hosts if there is a problem. I had never had a problem before this year, but I think that the combination of advertising on TV and the flood of hosts has resulted in lower weekly payouts and, sometimes, the wrong type of customer. Following one family leaving early (definitely the wrong type), I have been trapped in several months of random communication with Airbnb with no outcome. Their customer service team is a joke. Their decisions (if you can find anyone that can actually make one) are made without your consultation, are random and, in our case, outside of the policies you signed and just hugely unfair. We are still awaiting a payout that they are withholding falsely. I get a different ‘story’ and ‘calculation’ each time I enter into a dialog and I’m just fed up with it. We have offered a charming little family home for very little money and the first time something goes wrong, they stitch us up. Don’t bother.
Hotels are expensive, so I thought I would check out the bed and breakfast plan for accommodations. Having just returned from Canada and having paid more than I thought I would for a regular hotel – it advertised in and I booked in US dollar; I paid in Canadian – I got pulled over by customs for bringing back fruit (which was declared) and got the full inspection. I was in no mood for any more surprises.
I found a nice listing on Airbnb near Toronto and it mentioned a parking permit was required by the city. I asked the host what the procedure was: did she or her husband provide this, or did I have to obtain the permit? I also asked if there were 13% taxes on top of the listed price. She replied that she only responds to serious inquiries and I should get back to her when I “get my travel plans right.” Then she would explain the parking procedure.
How does she know if I’m serious or not? I found that to be very rude. I responded that I asked her politely and the site explicitly requests the guest to “explain a little about themselves.” I thought the story about the hotel was appropriate. She replied again: “No disrespect or rudeness intended. I am not comfortable with your story, your wording, your inquiry, and no picture.” A photo is not required by the website and she didn’t mention that the first time.
I replied with a full explanation of why I was inquiring. I found it very odd that she had a problem answering questions and that I found her insincere that she “meant no disrespect” when she disparaged everything in my brief inquiry. I contacted Airbnb. Everyone but the last person to whom I spoke was very courteous, and I will admit they said at the beginning it didn’t seem to violate their policy of nondiscrimination. However, I would say if you read their “about us” policy clearly, they go on and on about respect and inclusion. I see no reason they couldn’t have contacted the host and simply asked why it was such a problem to answer a question or two.
Oddly, they then sent an automated response “we hope you problem is resolved.” If it wasn’t, I had 24 hours to respond. I replied and didn’t hear anything for several days. I called back and the representative I spoke to refused to transfer me to a supervisor and told me it sounded like I had a “personality conflict” with the host. They advised me to “find other accommodations.” I already said that in my reply to the host that I would seek other lodging.
For a site that blathers on and on about respect and inclusion, at the very least they should have chastised the host for being so rude. Airbnb should have contacted me and let me know my complaint was dismissed, especially since they required a response within 24 hours.. If Airbnb can’t require hosts be courteous, I would never trust them to resolve a complicated issue.
I am a Filipino citizen and would like to share this story hoping that would reach the head of Airbnb or the right person to act swiftly and accordingly. During my search for places to stay, for which I needed to attach my visa application for Norway, a friend of mine suggested Airbnb. It was my first time using Airbnb. Their apps and website seemed amazing because they were so quick to find what I needed in Oslo, Norway: a property for a month’s stay from October 13 to November 12, 2017.
The first property that I successfully booked from a host charged my credit card after a week. It was then cancelled by the host and I received an email from the Airbnb Team:
“A refund of ₱62627.91 has been issued to your credit card for your reservation at the ‘modern studio apartment with view’ (you originally paid ₱62627.91). While this refund is immediate on our part, it can take up to 15 business days for the funds to reach your account. Thanks, The Airbnb Team.”
Below my email message to them:
“Good day Airbnb Team! This is my third time to message you to follow up but it seems you are ignoring my messages. I know perfectly well that you are receiving this because in the message itself from Airbnb between the host and guest you immediately deleted you can see an attempt to exchange contact numbers and email addresses. It has already been a month and five days and yet the refunds have not yet reached my account. Give me some updates and actions regarding my refund. I am impatiently awaiting your prompt reply or otherwise you will have a bad image on social media and the international news.”
I don’t know if someone had the same nightmare that I am experiencing, but the Airbnb’s greed in collecting payment quickly but slow to respond or act swiftly to refund payment to the guest is obvious. Though I booked another property with Airbnb which successfully charged my credit card again, I hope this time the host will not cancel it and I hope not to receive or find future surprises from Airbnb. I am still awaiting Airbnb’s refund. I wish that you guys all out there shout out your negative experiences with Airbnb to the international press to expose their greedy scheme. They ignore their responsibility to act immediately in terms of refunding payment to guests like me. I will keep sharing and shout out my story until they listen and act accordingly.
I have been a new host with Airbnb since January. My first booking for late July-early August was confirmed in March. After the first guest checked out on August 5th, I waited a week for my payout. When it didn’t show up in my bank account, despite my successfully establishing a payout method, I attempted to contact airbnb and discovered how nearly impossible that it is. Somehow, way back in August, two months ago, a link appeared on their website asking if I wanted a call back, which I did. As soon as I entered my phone number, the phone rang almost instantly.
The first explanation I got was that there was a problem with my payout method but that quickly changed to my payout would be released on September 11th. I protested that there was no reason to hold my payment and that the date was completely arbitrary. It also happened to be the check-out date of my second Airbnb rental. Both rentals went very well and my condo received glowing reviews from both sets of tenants.
It is now October and my payout of $2,795 is still sitting with Airbnb and showing up as “pending” on my transaction page. I can no longer find that link for a callback or any means of contacting these bastards. I will not rent any more with them until they pay me, which I have begun to believe they never will. Is it possible that Airbnb is a giant scam, holding onto selected hosts’ money over time and assuming that by the time of discovery, they will have gotten away with it? I cannot figure out what is going on but this is a dishonest business and I have no recourse but to take some legal action, possibly through small claims court. Airbnb stinks.
I am disgusted and disappointed with Airbnb, and I couldn’t be more heartbroken to admit that because over the last year, after Superhosting over 55 guests, having almost perfect scores across the board (last check was 4.9 Stars), being an advocate for Airbnb to everyone I know, feeling so lucky to be able to make much needed income while still working and taking care of my family, Airbnb has made me feel like nothing the only time I’ve really needed them, for damage that was done while a guest was staying.
On August 29th, almost a month ago, during a guest’s stay in my Airbnb-hosted basement, the toilets got clogged. As always, when a guest needs something, we have done everything in our power to help, fix it and exceed expectations. Since the electricity had gone off down there to a portion of it, along with sewage water flooding from my storage room down there too, I immediately made arrangements for my guests to move (at my own expense) to another home, bought them pizza, and called out a plumber to see what was going on.
After the plumber finally arrived that evening, he finally found the problem: baby wipes had been apparently flushed down the basement toilet (he literally pulled them out of the broken pipe in the storage room). He attempted to get the ejector pump working again. Realizing it was completely broken – also advising us that the overuse of the electricity the pump was putting out while trying to process the baby wipes, had tripped the electricity – he said that because the pump had been installed with the home when it was built, he would have to call the manufacturer to get a quote and then include installation fees and he said we’d also have to pay for an electrician to come out to fix the wiring.
In the meantime I went to the basement to start taking pictures of everything before I started my normal “cleaning up” after guests. Since there wasn’t electricity, it was the first time I really had looked in the bathroom area (where the toilet had gotten clogged in the first place). There was an empty container of baby wipes still sitting on the counter next to the toilet. I immediately look pictures of that and it was only at that moment I had evidence this was something my guests (not intentionally of course) obviously did.
After getting the estimate from the plumber of over $1250 just to fix the broken pump (several days later) and knowing the costs of the amount of things I had thrown out due to sewage water in the basement, the future cost of an electrician, etc., I was so deflated because I knew it was something one of my Airbnb guests had caused and I knew I wouldn’t be able to host (which has been a large portion of my income over the last year) until I could get that fixed. As a struggling mom trying to take care of her family, I knew I couldn’t afford the costly repairs on my own, which started me really looking into the host guarantee that Airbnb had always talked so highly of (especially to me, as a Superhost). As long as we submitted all documentation and proof of the damage and followed the steps of the process, I thought everything would be fine.
I won’t bore you with all the details (and I have every single one of them written down) but sadly since my first call to Airbnb on September 2nd (where I not only got hung up the first time, but waited over 20 minutes the second time, only to get a representative that didn’t seem to know anything about what he was talking about), I did everything they asked. I sent in a claim. I sent several online messages (that took them days to respond to and offered no real help in any way. I submitted documentation, pictures, and estimates from the plumber. I finally successfully got a case submitted, and had to wait for the guest to decline it for Airbnb to get involved.
Once they started getting involved on September 17th it really got quiet. Even after multiple calls to Airbnb, calls I made to them (as no one ever reached out to me proactively, despite the promises of getting assigned a person or that someone was “working on it”) days continued to go by, days with me getting no income or even being able to begin repairs to the area. I couldn’t even get the security deposit back, even though that is something the guests agreed to from the beginning.
After every call, after hours on the phone, frustrating conversations that led nowhere and being told “that group can’t get inbound or make outbound calls”, “we have no way of contacting them”, “they’ll get to it”, the most disgusting response of all being a guy who told me “I’m sorry, there’s no supervisor or manager you can talk to because they won’t be able to do anything to help either”, I was at my wit’s end. I begged for a supervisor, a manager, or anyone that could escalate the situation, not just the claim either.
At that point, since I was unable to host or even start repairs since that last guest checked out on September 6th in my basement, I had lost over $1700 worth of income based on what my rentals had been running after a year of hosting. I was getting nowhere and begged for someone to just tell me what to do, since I was late on bills and had a basement that didn’t even work. My bank account balance didn’t allow me to repair it myself and I shouldn’t have had to pay for it anyway, since it was the guest’s fault.
Airbnb does not have our backs, as hosts or Superhosts, no matter the good and dedicated Superhosts we’ve been to them and all of our trusted guests. I’m stuck. I’ve ended my relationship with Airbnb – not because I wanted to, but because they are forcing me to. I was wasting so many frustrated hours on the phone getting nowhere, talking to people that ultimately couldn’t and wouldn’t do anything, and no one is losing more than me in that. I am left with no guests, no repairs, and more bills I can’t afford to pay (bills that I shouldn’t have to pay) and Airbnb doesn’t seem to care at all, despite the faith I had in them.
I just want to be able to fix my basement, be compensated for my losses and loss of income from the days in which my case had just been waiting to be “looked at”. I guess at the very least I just hope someone who really cares about what Airbnb truly stands for will see this, hear me, fix what they should fix and do something, do anything to regain my trust. I just can’t tell you how much sadness and anger this whole situation has added to my life over the past month, a month that was hard enough as it was. I worked so hard to host happy guests. It had brought me so much joy up until I saw Airbnb’s true colors, and those colors certainly aren’t as pretty as they first might appear.
I am planning a trip to NYC in mid-November. I usually book with VRBO but wasn’t finding exactly what I wanted, so I tried Airbnb. Being my first time on their site, I wasn’t aware of the “Instant Book” feature. When I pressed the button, I thought I was only contacting the host as I hadn’t read the listing fully yet, but my card was charged immediately. I realized also in that moment by reading a few reviews that it was a room in the house with many other random boarders and that had not been made clear. I canceled within minutes but only received half back. I contacted the host in all manner of ways and he did not respond. I contacted Airbnb and they said they would contact the host for me. Five days later, they told me the host refused to issue a refund and there was nothing they could do on their end. I asked to speak to a manager but no one ever called back.
$550 was literally stolen from me and there’s nothing I can do? This host lost no booking time because of my mistake; he is just collecting free money. I have written to him now five times over the course of a week and he is ghosting me. Airbnb won’t take responsibility for the host. Isn’t this supposed to be a hospitality business? The only thing I can think of is to threaten this host with eviction by telling his property management company that he is illegally profiteering on their property (I looked up the address and called the realty company to inquire about subletting). Any ideas?
I have used Airbnb before and had a wonderful time. I’m not blaming them, but my host and how things were handled were the problem. To make a long story short, my mom, my little nephew, and I went to Palm Springs and arrived at the Airbnb house. The pool stunk like fish or worse. The host gave me reasons why it smelled, but I didn’t want reasons for the odor, I just wanted it fixed. Granted , she sent someone over the next day.
Then my mom got hurt because ground that was not level in the car port had been covered with a carpet and we didn’t know this. She sprained her foot badly. However, things didn’t get any worse until 2:00 AM on the same day of our arrival. I had to call 911 to come get her because I had my nephew with me. The paramedics took her because she was in so much pain. We got back at 7:00 AM with a brace and walker.
I reached out to the host to let her know she should take care of this issue before it happens to someone else, and we thought we were hanging out in the car port. The last time I checked, when it’s blazing hot outside, the car port is a great place to park and let your family out, especially a diabetic 70-year-old mother and a 5-year-old nephew… I can use a parachute on my vacation to land at a house I rent if I want to. The host then asked us why we didn’t use the front door. Guess what? I didn’t want to. I just paid money to rent her house and took care of it like it was my own, even leaving it spotless (even after she talked to me like I was an idiot): I can use whatever door I want and I chose her carport door, so my family wouldn’t melt.
Her pool stunk, my mom got hurt, and everyone was miserable the whole time because she decided to cover a hole in the ground. Did it make the carport look better? What if something had happened to my nephew? The host is lucky my mom has health insurance to cover all expenses for the hospital and doctors. She is still in pain and has a brace on. Today is August 28th and I went on vacation August 7th (and injured the same day). It’s really sad that this has still not been addressed properly. I have had a few emails with Airbnb, but nothing has been done to refund my miserable vacation. I have called Airbnb a few times and asked for the people named on previous emails; the only response I have gotten is “he is not in today but will call you back as soon as possible.”
They didn’t call. They just emailed me telling me that I should go to the resolution center and deal with the same host that spoke to me like I was a moron. I don’t want to deal with the host. I want the Airbnb professional handling these cases to call me and tell me what I want to hear, not email me and give me the same disrespect I got from their host. I’m still waiting for their undivided attention.
We arrived at the designated apartment building in Montreal on a Friday evening around 6:45. The person at the front desk knew nothing about Airbnb and called the building manager. He searched and advised us that there were no keys left for us. I texted, then called the host at the number she provided – only to hear an answering machine message in French. I proceeded to call various numbers for Airbnb including the one listed under “In case of Emergency” to no avail. I called Corporate Stays to learn that this reservation was not made through them so they couldn’t help. After much frustration and exhaustion I proceed to look for available hotel rooms, which I finally had success with at 10:50. We booked a hotel room for three nights for twice the price we already paid for Airbnb. I texted Airbnb asking for a refund since I couldn’t use the apartment and their response was that the host’s cancellation policy was “strict”; my refund would be zero. After this experience I will never use Airbnb again. Their customer service sucks so they must attract a lot of scammers. All the numbers provided had automated messages that never led to a human being. The building manager at the apartment house stated that the host is “very sloppy” and he would never do business with her. I will give her a negative review, and also get American Express involved in the dispute if I get no satisfaction on a full refund. I also expect to be reimbursed for my hotel stay. A woman from Australia was stuck in the same situation as we were and she’s an employee of Airbnb. She tried to help us but to no avail. However, she assured us that refunds and a free hotel stay would be ours.
I have been trying to get into my Airbnb account to see the messages and to change some details, and I’m not able to do this because every time they’re asking for my phone number which I have changed and no longer have access to; I don’t even know my phone number anymore so I cannot login into my account, contact the help of Airbnb, or call them even. Even when you call customer service in three different countries they request the same information: my phone number, which I don’t know and no longer use. There is no other way to contact them – not even an email address listed on the Internet. Can somebody tell me if is this normal, and why is it such a secret? The Airbnb website is obviously BS. I’m sorry for my language, but there is no point in using a site you cannot login into or contact help or assistance at all. What else is there to do except delete it and stop using their services?
I had always been a fan of Airbnb. I believed in the concept and always had positive experiences as a guest. So… why not rent out my own property? I spent lots of time creating the perfect profile, including professional photography. Then my account was “temporarily disabled” before even getting my first booking. I emailed customer service three times, made six very, very frustrating phone calls, and had one twitter exchange. There was no feedback from anyone – absolutely nothing – even though I was able to get two people to tell me they would call or email me back… but they didn’t. The only thing anyone could tell me is that my issue had been forwarded to the Trust and Safety Department. Of course, it hasn’t been assigned a case officer even after three weeks. They just tell you to wait. It’s been three weeks! I’m done with Airbnb as a host and as a guest. I’ve already listed my property on Home Away and will only use such sites in the future as a guest. Goodbye and good riddance Airbnb!