Tag Archives: airbnb no help

Brought Bed Bugs Home from Airbnb Stay

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We had a wonderful four days in North Wales this summer. I wouldn’t want to complain only if we had been smart enough to spot what was happening during our stay and not after.

I noticed some weird itchy bites on my body after the first night of our stay. Having no experience from the past with bed bugs, I had no idea it could be that. I was sure they were the little flies that you see near mountains. I noticed a couple more bites as days passed but still had no idea. It took us about a couple weeks after our return to realise we have brought home bed bugs. The itchy bites continued to appear and once we realised what an actual nightmare it had been, we found signs on our sheets and even one tiny bed bug on our sofa bed.

Unfortunately, we were unlucky and stupid enough to not spot this during our stay, and we had no evidence or proof that the Airbnb home was infested. We have coped with this fact, but I knew I must warn the host and make sure they take immediate action, so no other guests experience this.

I messaged the host nicely (and privately), without mentioning a refund or blaming them for having us in her nasty infested house. No, I was nice and kind. I explained what happened and suggested that she inspects her house and stop letting people in until it had been professionally cleaned.

The host’s reaction was a complete shock to me. She denied that what I was saying was even possible, accused me of lying, and ultimately threatened to have me removed from the platform. She said that she had inspected the house by herself and an independent third party company and it had been confirmed that her house was bug free. Then she said she would keep an eye on her furniture and if the infestation appeared it would have been me who brought the bugs into her house.

I would never have imagined I’d find myself in such a nasty situation. We have thrown away a few months old sofa, duvets, blankets, pillows, etc, and we can’t be sure our home is bug free as apparently they are a nightmare to get rid of. After all that, the host didn’t even think to show some respect and assure us that the action would be taken. We didn’t even try to get some money back, as we had no proof, but I needed to make sure she would take action. She didn’t; she insulted us instead.

Airbnb is involved but it is day four now without any single response from them. I guess it’s a lovely tool to use when you love travel, but only if you don’t need their support. My advice to Airbnb users: please be cautious. Because you are not aware of certain things doesn’t mean you are safe from their effects. Check sofas, beds and mattresses for any signs of bed bugs before you even take your shoes off at a hotel or Airbnb home.

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Airbnb Made Me Feel Homeless — Never Again

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This is my story. Without many guests because of the pandemic I decided to use the coupon Airbnb sent me for being a Superhost for two years in a row, and booked a stay in the Canary Islands which I paid for with this coupon.

My host sent me a warm message saying he was expecting me, which I answered. After landing in Gran Canaria last, still in the airport I checked the app for the address but the host cancelled and I wasn’t notified at all. Quickly I sent a message to the host but there was no answer. I took a bus to the center of Gran Canaria where I landed in a square. I found a restaurant with wifi from where I sent another desperate message to the host but yet got no answer at all.

I felt bad. I was alone and didn’t know any one there. I picked my backpack and went back to the square. From under a tree I called Airbnb and explained what happened. Someone apologized and told me they would call me back with another place for me. I waited… half an hour… an hour… an hour and a half… but nobody called me.

I called Airbnb again and again received another apology from another person, but without a solution. After two hours of feeling homeless, restless, known to none, I talked with a taxi driver who talked to another taxi driver who finally got a room for me in a family house, from where I am writing now. I was very lucky for landing in the morning, otherwise I could have stay in the square the whole night.

Already in the room, I wrote about this experience to Airbnb. Again someone apologized but that was all. I wasn’t even offered a refund for the coupon. I was ready to come back home and host again. Which I will do, but not through Airbnb. I will not even use Airbnb as a guest. Never again.

Airbnb Stole My Refund — No Results for a Month

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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.

Horrible Experience Hosting New Age Guru

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I thought setting up an Airbnb account and hosting would be a great way to make some additional money. Unfortunately, it turned into a nightmare. The second guest I ever hosted for turned out to be some weird voodoo shaman who conducted rituals in my home. He booked my home under a fake profile picture of a woman in her 60’s. They were supposedly just coming for some rest and relaxation.

When I arrived home, I found the bathtub with disgusting dirt in it. There were burn marks throughout my home where they had been burning sage throughout the house. I had burn holes in my tile, bathtub and carpet. There were symbols drawn on my mirrors in the house and weird stuff burning in a pot on the stove. they left foreign money on the counter and empty boxes of spirit bathing oils in the bathroom. Needless to say, I felt very uncomfortable in my home after that.

This a$%hole had the audacity to question me about the damage after leaving my home in this condition. After looking him up online, I became aware that he does this as his job. This should not have taken place in my home. I reached out to Airbnb for help. No one helped. They just keep telling you to go online and fill some forms out. I did that and called back several times to ask what was happening. They said it was pending. I received another email stating I had to fill out another form, which appeared to be the same as the first.

After reaching out several times and getting no phone calls or help, I received an email stating they were declining to reimburse me. I have been back and forth with this company. They outsource all their customer service to other countries. There is no way to reach anyone here in the states. I asked for a measly $600 compensation when the damage would cost me upwards of $6000 to repair. Airbnb has policies in place to take advantage of every circumstance so that they do not have to help the renter or the host.

I was scammed. I’d like to know if there are any class action lawsuits currently that I can look into. If not, there needs to be one immediately. User be warned, Airbnb will not help you if your home is damaged.

Airbnb and Host Misrepresented Cancelation Policy — I Lost Over $2200

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I appreciate this website as a voice to expose Airbnb’s dreadful behavior. At the end of my missive, I have two questions, and would appreciate any advise.

This last fall, my wife and I wanted to rent a house in Florida, while we considered buying a condo. Before booking, I wrote the Airbnb host and asked about the cancellation policy, as we didn’t want to lose our deposit if we ended up buying a condo. The host wrote: “Please check the cancellation policy for my listing on Airbnb for the exact details, but it’s basically you get a full refund if you cancel five days or more before your check in date.”

Before booking, I searched the Airbnb website for the cancellation policy and was directed to a page that said, “on Airbnb, hosts can choose which cancellation policies to offer to guests, and guests can review them before booking.” The web page even mentioned five days — I have a screenshot. I booked. We ended up buying a condo, and I immediately wrote the host and let her know we would not need the rental, and to please return the advanced deposit, since we were still 31 days from the check-in date. The host refused.

On appeal to Airbnb, they told me there is a clause in the terms and conditions that says for stays longer than 28 days (mine was planned for two months), the host does not set the cancellation policy, and they will not return my deposit. Classic bait and switch. Then the host lied and said “When you asked about my cancellation policy, I did not realize you were making a long-term reservation.”

The truth is I told the host my length of stay was two months, in the very first communication. Airbnb and the host both continued to keep the money, and refused to honor what was clearly promised. I have formally appealed to Airbnb management and they will not consider returning my money unless the host agrees. Dead end. I have complete records of all communications, receipts and screenshots.

I’d like to post a review of the host on Airbnb website to alert others, but Airbnb does not allow reviews unless you physically stayed at the rental. Does anyone know how to leave a review in my circumstances? I also plan to post on BBB. Any other suggestions for recourse?

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On My Way to Arbitration After Airbnb Assault

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I was an Airbnb host for several years. In December, I was assaulted by Airbnb guests from Canada overstaying at my rental home. I called 911, and police officers photographed my injuries at the station. My Airbnb account was closed, and the reservations were canceled.

The guest contacted me via text message about my account being closed before Airbnb sent me an email deactivating my account. I was coping with my husband’s loss and to be attacked inside of my own home was very difficult for me. Airbnb indicated that they would open a claim for my property damage loss. To this date, no such claim has been opened.

The sheriff’s investigator contacted Airbnb’s Law Enforcement Department, who refused her request for the guests’ identity. She indicated that she attempted to search for the guest’s name using department resources and did not get a return. She noted that the Airbnb guests used false information to make the booking.

Airbnb denied me the right to seek justice with my claim by refusing to provide the guests’ identity to law enforcement, who would have conducted a proper investigation. It seems Airbnb was afraid of an impartial third-party investigation. I am on my way to arbitration, and you will hear about this matter in the press very soon.

Someone is Renting my Home on Airbnb and it Does Nothing

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There’s this listing on Airbnb for a property of mine. Wait a minute, I am not renting this property. The host is someone else and they don’t have my consent. I have contacted Airbnb support and they told me to write a letter explaining the case and scan it.

At first I was a bit mad. Am I a scribe? What century is this? But did it anyway. Then the operator told me: “Didn’t I tell you? You need to address it to the host.”

I was a bit madder. I told them to just take down the listing and I’d be happy. I can prove it’s my place; it’s easy. Airbnb said they do not validate any document, and the host declared he has full rights on the property by marking a checkbox. For real: two different operators told me this with the same copy and pasted text, so it’s procedural. If only I knew, I would not have bothered to buy a house.

So there I am standing, a bit mad, and I tell them to at least protect the customers. Whoever reserves this place is basically being scammed and, in the best case, losing time. Then they got mad. Two different operators on two different days were very rude and said that I was not collaborating and the case was closed.

There’s currently a listing on Airbnb for a property of mine, and I’m not renting it out. I’m about to call the police, but at this point I’m not sure who is to blame.

Illegal Properties, Two Weeks of Waiting for Airbnb

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I’m currently dealing with a case where the host is breaking Vancouver’s strict Airbnb laws. All four of her units use expired business licenses. I don’t understand how Airbnb can force their guests to stay at illegal rentals, let alone expect them to go forward with their international travel plans with no resolution to their issue.

I have contacted Airbnb customer support countless times over the last week with no one being of the “correct department” or training to actually just take the moment to call the city of Vancouver and verify their laws. The host is also deceptively listing the units as apartments rather than what it actually is: a house split up into four Airbnb properties. She has no exterior photos and you only find out once you book the unit.

This breaks Vancouver’s strict short term and long term rental laws as it’s not her principal residence. You also cannot rent multiple portions of one home at the same time on Airbnb. Also without a private entrance I don’t see how these units can be safe during COVID-19, especially for someone going through quarantine. Two weeks of waiting for someone to call me back and my trip is now three days away.

Airbnb’s Attempts at Customer Service are Laughable

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Months ago Airbnb removed security deposits from our listings claiming that we didn’t need them because they had insurance that protected their hosts. Three different claims have resulted in absolutely nothing beyond wasting about 20 hours of my time. They are always waiting for another department to get it done and claim because they are a global company, things take a lot of time.

Hosts no longer have any control over anything. If you are pet friendly, you are inviting Noah’s Ark as they have no provision to limit breeds, age, quantity or anything. People actually think it’s okay to bring their nine cats and six puppies. If the tenant stays beyond their reservation and you ned the sheriff to remove them, good luck getting the extra days’ payment. It’s either their resolution, mediation or some other department that’s handling it.

I’ve come to the conclusion that the only answer is to add another 10% to my nightly rates on their site and make sure there’s a better deal for them on VRBO. VRBO isn’t perfect either but at least you’ve got a chance. Now that Airbnb is a public company we should all should all show up at shareholder meetings or call ins just to tell them how bad they really are.

Airbnb Guest Review Lies that Damage Hosts’ Reputation

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Recently we had a very strong summer of bookings at our coastal house. All of our reviews were very positive — even those who had minor issues provided positive feedback — until the last booking. The guest stated our property was not worth the price and that we charged $100 a night higher than what she paid. She also suggested we didn’t provide wifi which we are very transparent about in our listing, given it is a remote coastal property.

In trying to address this with Airbnb, where we believe a guest has breached their review guidelines, they simply dismissed our concerns of a review that presented misleading and incorrect information that damages our ability to book the house. I can only assume that a guest can make up whatever lies they want with no accountability from their position. I have requested my concern be escalated beyond the community helpers or whoever actually works for Airbnb and sent higher where it will be considered beyond the sugarcoated script quoting inaction that accompanies Airbnb’s generally response. If anyone here has had any success in having a review taken down which was just blatant lies, please let me know how.