Airbnb Wouldn’t Send Messages from Guests to Hosts

We are new hosts and had a really bad experience with Airbnb. Airbnb didn’t send us SMS messages from guests, not even for one. As we are not on the Internet all the time (and we didn’t get those SMS messages from Airbnb), of course we didn’t respond to guests. The guests didn’t book, we lost at least 250€, but also lost other guests, who had to book another place, which was more expensive (we had the lowest price in the city: 13€/person/night) and of course with a bigger service fee for Airbnb only.

Maybe the reason was just that: for guests to pay a bigger service fee. That takes us to this conclusion: for just a few euros or dollars more, everyone loses, guests and hosts. You can just imagine what could happen if some guest (maybe you) booked instantly: Airbnb wouldn’t send you an SMS, the guest would face closed doors as the host might not be home that night, and the guest would be in the middle of the street in one of most dangerous cities in the world. Who would care?

Airbnb didn’t gave me any answer as to why they didn’t send an SMS from guests to me for one whole week. Because we didn’t respond to guests (as we didn’t know about their questions before booking) we also had a really bad response rate, which Airbnb didn’t correct as promises. Guests base their decisions on the response rate too. We lost a whole day due to talking with Airbnb staff, but nothing happened: he just talked and talked.

Be aware when you search for a place on Airbnb: the cheapest ones are never on first listing page. It is a shame for such a big and rich company to make so many ugly mistakes in year 2019.

Airbnb Sends Link No One Can Use to Comment

Airbnb sent me several emails asking me to post a review of an experience/tour we booked through them. I would have been happy to do that. This is the email I sent them, when I was finally able to get a hopefully workable email address:

I would have been happy to give feedback on this experience, but your completely dysfunctional system made that impossible. I received at least three emails from you asking me to post a review. Each time I tried to do that, I encountered the same impenetrable, multi-step barriers:

  • The first step asked to me to login to my Airbnb account; fine, I did that.
  • The next link asked me to click on an “I am not a robot” captcha; also fine.
  • This led me to a page where I could book a new reservation, but not a review, with the header: “Unable to perform action. Please try again later or contact support if you need immediate assistance.”
  • Unfortunately, contacting support requires logging in, and each time I attempted to do that, I was connected back to the same page: “Unable to perform action. Please try again later or contact support if you need immediate assistance.”
  • I tried to reply to the original email but of course it is a “no reply” email address.
  • I was only able to get the email address I am using now by going to a website aptly titled “Airbnb Hell.”

That allowed me to call a phone number in Northern California, where after 7 or 8 minutes on hold I was able to reach a customer service representative. She went around and around for several minutes attempting to verify the original reservation, which was done through another family member’s Airbnb account.

Please remember: you sent me the original email asking me to review the experience. If you cannot locate or track that, that is a failure of your system and should not be my responsibility. After several painfully futile minutes wasted on the phone, I asked the representative: can you give me an email where I can share my concerns with the company, yes or no? I had to ask directly at least four times before she gave me this email address. Next time I think we’ll use one of your competitors.

Airbnb in Miami Beach not what I expected

I booked a seven-night stay at an Airbnb in Miami Beach in May. The place looked nothing like the pictures: the hotel was rundown and old; there were garbage bins at the front and back of the building; they had smelly elevators and smelly hallways. My mom found bugs in the kitchen, and people were doing marijuana at the pool. The customer service sucked.

I contacted the host right away and told her my concerns. She decided to stop replying to me and I didn’t hear back from her. I contacted Airbnb for help. They were terrible at handling this case. It took over a month. I had to keep calling them. No case manager called me back and when I got a hold of one he was nasty, rude, and unprofessional; he even lied to me on the phone about a conversation we had before.

This whole experience was really bad, from the terrible host to the terrible Airbnb service. Don’t ever book from here. The host may give you a description of the place and when you show up it may not be it and no one holds them account. Do not book with Airbnb. I expected average. This was a Motel 9 experience: below average and I never got any of my money back.

Airbnb: Worst Customer Service Ever

We booked a 10-bedroom home and paid our deposit. The leasing agency the host employs then called us to pay our rental insurance and pet fees… okay, no problem. I asked her to put the charges on Airbnb like the site says you should and they refused, stating they would need a credit card or my checking account number to pay the fees. They also requested I sign up on another site so we could communicate via their property management site. I refused as well, due to Airbnb’s strict policies about communication. I cannot trust this company and requested a refund. Each person I have spoken with has been horrible. No resolution or communication, just passing the ball to someone else. The worst customer service.

Property Listed on Airbnb without Knowledge of Owner

I recently found out, as the owner of a building, that the first floor (two bedrooms with bathroom) and the second floor (condominium with two bedrooms) in Cebu City are being listed for rent by a certain Airbnb host.

I have informed Airbnb about it and asked them:

1. To remove my property from the website

2. To cancel all reservations

3. To provide the total amount already paid out in order to be able to claim it back

4. To have the exact name and coordinates of this so-called host

I know someone is squatting in the house and there is already a case in court in order to recuperate my building and personal belongings. After one week, the support service decided to pass my case on to a special service; they closed the file and said all communication would now be done by email. I received an email that I had to send a scanned letter with my complaints and location, and that they would pass it on to the host.

Three days later, after not seeing any reaction, they replied to my email stating that I had to contact the host myself. I answered that this was impossible as I did not have the location of the host.

These are my complaints now:

1. Even there is proof that she cannot put those rooms up for rent as she is not the owner, Airbnb still has them on their website.

2. There is no location listed for this host

3. Nobody contacted my lawyers even though this is a case in court and they should be willing to provide any information

4. Airbnb support refuses to give me the name of the person who is in charge of my complaint and gives no real answers.

5. There has been no reaction at all to the fact that it is against the rules that a property is being rented without the authorization of the landlord.

The only thing I can say that it would be better to have no support staff than having one that is not even capable of giving answers. At least you could expect that they should take immediate action against violation of the rules. Regards and I hope somebody with authorization at Airbnb is looking into my complaint.

Unfairness is the only way to Describe Airbnb

Be aware about listing your property with Airbnb. They only care about money and don’t take care of their hosts. I had three listings with them and cancelled all of them. I was a Superhost on all of them with five-star reviews.

They didn’t pay for doors damaged by guests on one property. On the other one, the guests decided they didn’t want to stay any longer and moved out without any notice, holding our dates. Airbnb decided to refund their money. I didn’t have any input in their decision.

They don’t listen to your responses and if you don’t agree with that decision they will tell you there is nothing you can do, because they already decided. Customer service is very bad; don’t book with them. They hold your money for a very long time. I was contacted by the guests who cancelled about a refund, because it took forever. They were not happy.

Fatal Fall from Airbnb Illegal Hotel

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On October 28th, 2018, my son was a guest in a New Orleans Airbnb. He was only there for a few hours after work and before another early morning shift as a chef at Commander’s Palace. It’s been two months and the NOPD are still “investigating” his unexplainable fall through a solid 3’x 4’ window positioned over a sofa.

In my attempts to contact Airbnb, they offered their sorrow that since our son was not the one who rented the room there was nothing they could do. They did offer to cancel any future bookings so he did not get charged for future trips.

I explained that, along with endless questions and frustrations, I expected to get my son’s possessions that were left in the room. Airbnb stated that they could not require the host to get in touch with me. Apparently I put some pressure on him and suddenly the other guest later returned my son’s phone, shoes and shirt. I’m still asking for my son’s backpack and chef’s knife kit, which he took to and from work every day.

Airbnb “closed their case with me” after asking me four times if the host had contacted me, which he hadn’t. I messaged the host on Facebook messenger and then called the host on his Facebook messenger app. Nada. The host had five listings on Airbnb that I found and now I see that four of them have been removed. I reached out again to Airbnb yesterday via Twitter and they said they were “escalating the case” (which I heard before they closed it last time), which have not heard from Airbnb.

These photos show the mysteriously single pane window in a building renovated in 2011 after the for windows requires hurricane-proof glass.

Poorly Managed Safety from Airbnb Corporate

My story is how poorly Airbnb as an organization is run and how dangerous it is for hosts and guests. I have been an Airbnb host for the past two plus years. I have about 15 listings of homes in Los Angeles.

I was very excited to join Airbnb up until last night. Yesterday I had a booking from a guest who threw a huge party with over 80 guests. The house is ransacked but the most troubling part was I almost got hurt by these individuals. The police were called several times last night.

There was a young girl carried out unconscious from my home in a hurry by these partygoers. I called Airbnb several times but only got a call back from a safety person who barely spoke English and made it a more frustrating experience.

I sent several emails. I called and asked for a supervisor but no one called back. I messaged an individual who said he was a supervisor from Airbnb at least 20 times if not more to get the person to call me. Another customer service person advised me that per Airbnb policy a senior management person never gets on a call or deals with an issue. This truly surprised me: that a company of this magnitude is not involved in such a serious incident.

From my experience I find that reply to be negligent and unacceptable. I just emailed their top management to see if they would care, waiting for a reply. While this happened at my property I had other guests, an older family that was staying in the same building who happened to be hosts in Vegas. They shared similar stories.

I feel our story, including possibly the footage my camera captured, might be an opportunity for other people looking to get into this business or thinking about renting an Airbnb. Or possibly getting more serious rules and responsibilities placed on these booking sites to make sure this does not happen to others.