Airbnb’s Negligence Damages Equipment

My wife and several of our friends recommended that I stay at an Airbnb for my trip to Barcelona. The apartment was exactly as advertised, and the host was very responsive to my inquiries. That is until a storm came.

I went to a museum and when I came back to the apartment, the entire dining room area was drenched, as if someone had opened a faucet from above. The table was drenched, the carpet underneath was drenched, and my photography equipment on top of the table was damaged.

I tried contacting the host and Airbnb. The host was nowhere to be found, and Airbnb refused to put me in another place. Apparently, there were no other apartments available in all of Barcelona, so I was forced to stay in this apartment and even clean the mess.

This was a month ago. I have been calling Airbnb for a month now, and I get the exact same response: “My apologies, sir… this should have never happened sir… this should have been resolved within 48 hours sir… you have all the right to be angry sir… I can see that Airbnb is negligent on this matter sir…”

Every time, they say that this issue has not been picked up by a case manager yet and that they are going to expedite this because the last rep I talked to didn’t escalate this. They repeat this every single time I call. I don’t know what to do. My equipment is valued at over 5000 dollars, and I am also asking for a full refund of my stay. I don’t know where to get help on this. If anyone has suggestions, please help.

Airbnb Admits There’s an Unfixed Bug on their Site

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When we first starting hosting a year ago, I noticed that when you put the name of our city into the Airbnb search engine, you get zero results, even though there are dozens of hosts in our city. When I complained about this, I was told there was nothing that Airbnb can do, that they rely on Google Maps.

Fast forward several months. I started looking into Google Maps, and noticed that the map is correct for our city. Airbnb put up the wrong map. The one they put up was for a city called Capacabana instead of Copacabana. Armed with this new information, I was sure Airbnb would finally listen to me.

Each time I wrote to Airbnb customer service, they acknowledged the error. They said they had reported this to the tech department and then closed the case. I finally got furious and insisted they not close my case until this was fixed and I got this response: “I apologize for my previous colleagues, but if you have any other inquires you can message me here and I will personally answer you. I won’t close this ticket until the issue has been fixed. I give you my word.”

The next message I received: “This support case is closed. Still need help? Visit our Help Center.”

I’m sorry but what is wrong with Airbnb? Not only do they not care, now they lie to me. A customer service representative gives me his word that he won’t close the case and several days later, case closed, with no resolution. You can imagine how much fun it is finding guests when your city doesn’t even exist on the Airbnb search engine. I have been complaining about this for a year and Airbnb does nothing to fix it.

Airbnb Guest Brings 34 People to a House Meant for 6

I would like to share my story with everyone. I recently published a listing on Airbnb that can accommodate six people. I had many guests who sent me inquiries asking if my place was available and many more questions.

After evaluating all the guests, I finally accepted one reservation as she had good reviews from other hosts. I immediately told her that my place can only accommodate six people and that she needed to pay an extra $30 for each guest she brings after the six confirmed guests. She agreed and promised me that only six people would be in my place.

Since I go to work every day, I was not there when she checked in but my caretaker welcomed them. Four hours after they checked in, my caretaker called me saying that there were 34 people in my place and that the guest told him not to tell me as she would be charged for such a big amount.

I called her right away when this was told to me and she admitted that there were 34 people in my place. I requested money from her via Airbnb but she refused to pay me and deleted her account. I called Airbnb and asked them to collect the money but they never helped me. They even gave me a deadline of 24 hours to send documents confirming that there were extra 28 people in my place when the guest already admitted it and even contacted Airbnb saying that she did not know what to do and how to pay me since she didn’t have enough money.

The case manager from Airbnb told me that they will not help me unless documents are sent when I told them a million times that I won’t be able to send documents as I live in a different place and that I had a business flight that day. Indeed the worse experience and customer service on earth.

Double Charged, No Help from Customer Service

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I made an Airbnb reservation and had trouble booking with my credit card information. I kept trying until my card was accepted and the reservation was confirmed. I checked my credit card and saw that the charge went through. My trip was confirmed. I went on my trip and all was well. About ten days after my trip, I got a notification that Airbnb had charged my credit card again for the same reservation number and the same dollar amount that I paid before the trip. I contacted Airbnb and they tried to blame my financial institution. Then I explained that the reservation was paid in advance. I also submitted copies of the charge from my actual credit card statement. They still claim that the charge did not go through. I was then dismissed by Airbnb and told that they would no longer talk to me. Thankfully my credit card allowed me to dispute the second charge and I got my money back through my credit card company. Airbnb did nothing to resolve this.

Completely Cut off from Emailing Long-Term Guest

Imagine my delight when I had a request for a full-month’s stay at my guest cottage in November. November isn’t exactly tourist season in inland New Jersey, so a month’s stay delivers Christmas presents. I replied to the inquiry; the woman wanted to come by to see the place before booking. She sent another inquiry, saying she was surprised that I hadn’t replied because my profile says I reply within an hour.

I replied. She sent another inquiry, puzzled that I hadn’t replied. I’m doing all of this on my cell phone while at the shore. Finally, I called customer service (thank you so much for posting the number – I couldn’t find it anywhere on the site). The woman I spoke with was very nice, could see that none of my responses had gone through, and had no explanation. She said that it appeared that she could send a message for me, so I asked her to let the prospective guest know that I couldn’t communicate with her through the system, so she could call me on my cell.

I provided my cell number and waited. Nothing. Bupkis. There were three more messages from the potential guest yesterday, and one this morning saying that they were really interested. I still can’t communicate with her. Now I’m going another round with customer service to see if they can make this happen. It’s over $3,000 to me that may be making its way south.

Edinburgh Fringe Hell After Last-Minute Cancellation

I booked a central location for myself and eight actors for the 2018 Edinburgh Fringe on October 13th, 2017. All was good until four days before the largest arts festival in the world, I got a message from Airbnb saying my reservation had been cancelled: no apology, no reason, and a mere £100 compensation to find somewhere else for nine people, four days before the festival.

I phoned the host who told me Airbnb hadn’t charged festival rates so I had to pay an extra £1,600 if I was to stay. I then phoned Airbnb who constantly read from a script, thus never giving me a clear answer. They constantly put me on hold and hung up on me on five occasions, only for me to go through the whole process again.

Three hours later, at 2:30 in the morning, I finally got a call from a case manager who told me not to worry and they would find me somewhere. They also told me to keep looking myself. Two days passed and I didn’t hear a peep from them. This was at a time when accommodation for so many at a festival for my cast number was constantly getting rarer and more expensive. I finally (and very luckily) found a place costing an extra £650 out of town, meaning I also had to pay for each cast members travel expenses.

I emailed the host saying how disgraceful they had acted and they replied immediately saying I could still have the room at the original price… too little too late. They informed me it was Airbnb who had made the cancellation with no explanation to them and to me. Throughout the Fringe Festival, on top of performing in two shows and producing and directing one, I emailed Airbnb on four occasions with no response.

After the festival I phoned once more to be told that the case manager wasn’t responding but my case is of urgency so they will find me a new case manager who will phone me in 24 to 48 hours. Still no response. I contacted Trading Standards who told me to email them saying they had clearly breached my consumer rights. I emailed Airbnb; two days later there was still no response. I phoned them and spoke to someone yesterday who said my case is ‘urgent priority’ and she will continue to pursue my case manager and let me know by the end of her eight-hour shift or today.

I still haven’t heard a thing. This spat between the host and Airbnb should not have affected me as I paid the said amount nine months in advance. They should have honoured this but instead have made me suffer both mentally and physically on top of all the other work I had going on at the festival. They ruined my experience as I could no longer afford to network and eat as I had planned due to my losses. They have also wasted a lot of my time.

We’re Heading to Where Airbnb Offers Nothing

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My relationship with Airbnb has become more and more rocky as I have observed their tactics. I have watched them drop off lower price units that bolstered supply (and thus brought average costs down) trying to justify the move on the basis of quality control. More recently I have seen them shut complaint cases after providing a poor response – with no opportunity to see if the complaint response is useful – and more recently still shut cases without even responding. Either through negligence or design, I am currently ring-fenced.
The attached is a very recent complaint that has been closed with no solution provided.  I have lost the last three property opportunities due to this.  As an account holder where ‘legal consideration’ has passed, Airbnb is contractually obliged to afford a duty of care.  So many fundamental things are failing such as automatic acceptance of bank statement uploads and the promise of a couple of transactions to hit said bank account to be subsequently identified to finalize verification. This would suggest really bad glitches in areas such as banking and security or purposeful black balling techniques.
Either way, they selected the wrong customer for such fun and games because I have OCD when it comes to seeking remedies.  I am a god with a bone when it comes to man’s search for truth and justice. The good news is that my organization has a competing app on the horizon and if my situation is not unique there is a ready made queue emerging for the new services.  Thank goodness for Airbnb Hell as a platform.  I hope this gets resolved before the “open letter to CEO” phase.

Problems with Airbnb Platform, then Customer Service

I had an issue with the Airbnb app so this is a horror story about that. I was trying to book one night somewhere I was passing though and wanted to check out the outdoor scenery for a day. The app kept saying error every time I’d click to the end to book. I found out apparently two of the places were booked, but I wasn’t made aware they had even been booked.

I didn’t stay at either of them; I ended up at a hotel instead. Now I am being charged for two places on the same night, neither of which I ever visited. Airbnb is being monumentally unhelpful. The first time I called, the “customer service” lady hung up on me while I was talking. Then I talked to some guy that supposedly opened a case and I could message him on the site. I messaged and got no response in over twelve hours.

I just called again a few minutes ago and got a dial tone then an auto hang up. I really feel like this is a legitimate scam and not just a tech problem. If this isn’t a scam like I suspect I hope their whole customer service department gets fired and replaced.

After Confirmation, Airbnb Host asks for more than Double the Money

On August 5th, my husband and I booked a one-month long rental for a house in Aruba, inland in the Noord area, not near the beach. The total was CAD $2161.23 for the two of us from January 31st to February 28th, 2019. A daily rate of $145 had been posted, but once I put in the 28 days, a more favorable monthly rate had popped up and we were happy with it, though a 28-day rental falls under a Long Term Cancellation Policy and the first month is nonrefundable. In our case this meant if we had to cancel we would not get any money back.

The same evening I received an email confirming our reservation and payment of $2161.23, and the full payment has since been debited from my visa account. I thought we were all set. Three days later I received a message that the host wanted to change my reservation; if I agreed to the change I would immediately be charged an additional $2908.37, for a new total of $5,069.60.

We were in shock. We thought there had been an agreement and commitment from both sides for $2161.23, but in the meanwhile the host had left a message saying that the daily rate for that period was $335 (much higher than what was advertised on the web site), but for a monthly stay it was $3,500 + the cleaning fee + a 15% service charge.

I called Airbnb. A polite representative took my information and said someone would be in touch with me soon and try to resolve the issue. Within the same day an Airbnb support staff called and explained that the host was new at this (I figured that already since there were no reviews – something I should have seen as a red flag), and obviously does not understand the Airbnb smart pricing system, though she had agreed to it. Obviously she had also agreed to automatic confirmation.

The staff member gave me the sense that Airbnb wanted to give this new host a break, let her out of her commitment, and issue us a full refund. She told me that we had the choice of either accepting the new price (more than double the original one), or agreeing to a cancellation of our contract with a full refund, and they would send us some suggestions of other listings.

While we sympathize with the predicament of the host, we don’t think this is a fair solution for all parties. Because in the meantime I looked in the area and could not find a comparable listing in terms of location, features, and pricing. I told Airbnb that we were really looking forward to renting this particular house and don’t want to rent another, but it seems Airbnb is siding with the host. They said I could email the host and tell her we want to stick to the original agreement and price. I just did that, but I don’t see the point; if the host had been okay with that price we would not have this situation now.

I will post an update once I have it. By the way, this unexpected increase in pricing is not new to us with Airbnb, except that in the past it happened when I made inquiries with hosts prior to booking. It seems that once they know you are interested in a certain time frame, they increase the price before you have a chance to book. I also discussed this issue with the support staff, but her answer was that it was then up to us to book or walk away from it. Are there no ethics in business anymore?

Reserved Eight Months in Advance, Host Canceled One Month out

I booked a condo eight months before an event I attend every year. Usually I book a hotel, but I thought it might be nice to have a kitchen and an extra room for my son. I booked early because the event is very popular. Since I wanted to be within walking distance of the venue, and I wanted to have a place to leave my car, I knew that lodging with those qualities would be in high demand.

Just over a month before the event, the host canceled, as his property is not zoned for short-term use. His last message said that “Airbnb says they will help you find a new place to stay.” That “help” has so far consisted of phone support sending me other Airbnb listings that are miles from the venue, that don’t have parking, or that are five times the price of my original listing for the dates I want because, again, it is a popular event.

Here I am, a month out, all the hotels within walking distance of the venue are now booked solid, and the ones farther away are 30% more expensive than they would have been when I booked the condo. Airbnb is offering no “help”: no compensation, nothing. Lesson learned: I will leave lodging to the lodging professionals from now on. No more Airbnb, ever.