Tag Archives: airbnb problems

How Airbnb Scams Hosts — Waiting for a Test Case in Court

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I called Airbnb today with a simple question. They have dodged and squirmed and promised to have a manager call me, but they have essentially gone into hiding.

When I signed up as a host (I’m an excellent host) I was told that I was in control of the settings that would control who could book. I set my settings to things like: must have reviews, must be verified. Then there are rules, which I was also told I was in control of. I can’t have children or pets in this building (no child gates on windows — this is NYC) so I set criteria like that as well.

I was also told that I could choose when to host, so I set my calendar accordingly. I use my apartment part time, so I am literally unable to host when I block dates. Then with all of my settings in place, I chose to let the people who fit all of my criteria auto book because customers like that and it makes things easier.

The problem is this. I have a wonderful business going with my great guests who can auto book, but I am constantly being interrupted by Airbnb with “requests” for bookings. These requests don’t meet the criteria, but Airbnb doesn’t tell you that, and they don’t tell you what criteria they don’t meet; you have to take the time to look through everything.

They send me “requests” for people with babies, and dogs, who have no reviews and on days that I am booked. Then they tell you that you are able to decline, but they will penalize you by locking your calendar for the days that you didn’t accept the guest who wasn’t qualified. So all someone has to do to shut me down for two weeks is send a “request” that I can’t fulfill and they can do that. I’ve asked them to stop sending me these requests that I am unable to fill, but they refuse.

Here is my question: is this actionable? Has anyone done a test case in court? Can they tell you that you have a choice but then lock you out of your business if you don’t take whoever comes along? If I take Joe with his ferrets and he burns down my building, is he a client of Airbnb because they in fact were the ones who made it impossible for me not to take him? Anyone?

I don’t want some five-part solution where I have to get around this BS by checking a series of boxes to get out of taking these people. I don’t want to get requests that I’ve already set my settings to show that I can’t and won’t take. Here is the truth: if they weren’t so shady in trying to force you to take these people, and then try to penalize and ruin your business if you don’t do it, I would be happy to see if I could accommodate some of them. But not now.

Airbnb Not Allowing Some Guests to Book?

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A guest who is trying to book my listing is getting the following message from Airbnb when she reaches the stage of entering credit card information in the booking process:

“Choose another place to stay. Airbnb prevents reservations for entire homes when a pattern of factors (like location or reservation time) suggests the booking may be unsafe. This restriction is not related to the coronavirus. For resources on coronavirus, see airbnb.com/covid. Please try a hotel room instead.”

My listing is not unsafe. It is perfectly clean and safe. I called Airbnb Support and they told me that this is some issue with the guest’s account. But then, the guest’s co-staying guest tried booking my listing using their Airbnb account and their credit card. The Airbnb system responded with the exact same message.

I’m not sure I really believe that this is a problem with the guest’s account. Is anyone else experiencing this phenomenon? If so, please share any information with me that you can.

Finished Dealing with Amateurs at Airbnb

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Although I have never had a horror story with Airbnb as some people have, in the six or so years that I have been using it, this is what I have found:

90% of the time, there is some significant issue. Either it is in trying to find the place, or in trying to gain entry. Or the place is dilapidated or has many maintenance issues. I have found the reviews to be unreliable as well. In contrast, when I book a hotel, there are only significant issues around 10% of the time, plus the reviews are much more reliable.

In using Airbnb, I am relying on amateurs. The problem is that when a person travels, they are more vulnerable and insecure because they likely have no network of friends in the area. Traveling is generally stressful enough without unpleasant surprises. I find that in using Airbnb, I really save little money and its just not worth the hassle. In the future, I will be using hotels and other alternatives.

Systemically Sick Customer Service at Airbnb

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As a really respected and successful Airbnb Superhost, when I hit the road, I bring a serious set of expectations to the traveling guest side of the equation. As long as everything is perfect and there is no wrinkle in the reservation or use of the selected Airbnb, I have to admit that I generally enjoy exceptional experiences.

My only hedge in ensuring that outcome is picking properties with Superhosts at the helm. I know what it takes to get that status and keep it and it involves a level of commitment that should be the minimum requirement for being an Airbnb host. I wouldn’t have to be wasting a perfectly beautiful afternoon writing this if that was the case. It’s not.

One-hundred percent of my contact with Airbnb support over the last five years has been a nightmare. The level of competence can only be described as several sandwiches short of a picnic. Powered by the deadest batteries in the bunch. Problem solving individuals need not apply.

The sad part is that the robots Airbnb puts in these jobs didn’t start as robots. They are first people that have a brain and heart. However, after being held accountable to uphold and execute the policies Airbnb has in place to resolve the simplest to the most complex issues, they turn into idiots, non-thinking livestock that salivate when the phone rings and they fire up their prepared scripts, emails, messages that all say the same thing: “We can’t help you, it’s not our problem, it’s yours…”

This happens every painful time I attempt to get “support.” They are racing Comcast to the bottom on this one.

Example #1 – Travel Disruption (TD)

This topic is a multilayered nightmare when it rears its ugly head. Every organization I deal with in the “real travel industry” has solid plans and strategies for dealing with TD. It comes with the territory. Try getting Airbnb to help when there is a TD in your plans and you might as well go back to the alternate universe you apparently came here from. Airbnb is not a travel company; they only masquerade as one. You have an Airbnb problem? Good luck, because they have a policy that alleviates them from any help. Incredible. You’re on your own.

Example #2 – No Airbnb

This is different from a travel disruption because it precedes it and is directly caused by Airbnb and their blatant distancing from the false environment they’ve created. They don’t own any of the properties, so why should you expect them to manage them? You shouldn’t but you also shouldn’t have to pay for them when they don’t exist and you have a contract with an organization that says they do. The system is flawed, so buyer beware. Have that direct line to the credit card charges dispute line on your speed dial. It’s the only way to combat the incompetence built into the system to handle anything but a perfect rental.

I could go on, but the real work needs to be done a systemic level within the Airbnb organization, instead of wasting resources on “animal stay promotion” or “experience” sales. They make enough money on the float from the transactions, obscene amounts that haven’t been seen since American Express was in the check printing business.

There are no shortage of travel companies that could be used as a model for Airbnb customer support. Marriott and Westin come to mind. Avis and Alaska Air work. Don’t hold your breath. Airbnb is building a Part Patrol that will be as ineffective as the rest of their organization when it comes to service…

Our property used as basis for multi-national scam

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My husband and I have a lovely studio apartment in Montenegro, on our own property with our house next to it. It is our only letting property.

Last night we were first puzzled and then amazed and then horrified to get bookings come in for properties in the centre of London, Paris, Amsterdam, Dublin, Barcelona – cities where to have properties in the areas advertised would cost millions. I phoned the Airbnb desk in London (+44 203 318 111 from our Airbnb page) and spoke to a helpful chap who said that he would de-list the properties and pass on the complaint to a higher level. I assume he has done something as some of those properties are in fact de-listed.

However, we are still getting automatic reminders to deal with the 100-odd bookings which have come in since last night. At least the number I phoned seems to be genuine, a worry I had after ending the call. We have still to be contacted by the Airbnb legal team or whoever deals with scams, but I thought a post on this site might help to warn other hosts – and guests – that your site may well be a target for scammers able to bypass Airbnb’s automatic systems.

Poorly Managed Safety from Airbnb Corporate

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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.

Airbnb Farmhouse with Unexpected Extras in Store

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We were looking for an Airbnb in Portugal from July 22nd until July 30th for four persons and a dog. After a big search we found a farmhouse in Sao Bartolomeu de Messines. The pictures were looking good: nice bedrooms, a swimming pool, two bathrooms, wifi, a terrace with a mountain view, a clean house, and very comfortable.

We made the reservation, paid the amount of a little more than €1200 and prepared for our holiday there. We bought a bigger car (the dog had to come too), made a list of things we had to take from home, planned the route to drive, booked hotels to stay at night, etc. In the meanwhile our dog become sick so it was better for him to stay at home in a dog hotel.

The hotels to stay overnight while driving to the Algarve were already booked and plane tickets are highly priced in the season; we decided to drive the full 2400 km to the Algarve. When we arrived in Portugal after a three-day drive, we couldn’t find the house, even not with a description of the route by the host. We had to call her several times to explain to us how to drive there. Finally she picked us up at a local gas station.

We drove to the “farmhouse”. First of all, regarding the access road: with a big 4×4 you would easily manage this road, but with a fully loaded station wagon it was a real struggle. The road was so narrow that turning the car was a real test in survival. On one side there was a ditch and on the other side, after two meters a deep ravine. The first signs already made it seem like we were staring in an episode of National Lampoon’s Vacation.

The farmhouse had a kitchen with an oven, full with rust. Frogs were in the bathroom. Salamanders were everywhere in and near the house. Big spiders were everywhere. The swimming pool (a little bigger than a bathtub) was full of green algae. The nice wooden garden chairs we saw in the pictures were replaced by old dirty white plastic chairs and sun beds. The TV as seen on the pictures had suddenly disappeared. The wifi was bad, really bad. Mobile phones didn’t work (no contact from any transmission mast). There were spiderwebs and dirt everywhere.

We arrived there Sunday July 22nd. On Monday morning, July 23rd we were going to the beach and contacted Airbnb to complain and to ask our refund. After several contact moments with some “specialist” they approved refunding us the money we paid and agreed we would leave the farmhouse the same day. Of course we had already booked a hotel in Albufeira to continue our holiday.

Airbnb said they would pay the refund first within 2-3 working days, then it would be within 5-7 working days. This was taking too long. I wrote to Airbnb directly that Mastercard guarantees refunds within one, or a maximum of two working days. After two working days, we had the refund in our account.

That’s not all: we wrote a bad review with pictures that proved the bad shape and bad conditions of the farmhouse. Airbnb decided to not publish this bad review on their page. Questions from our side: why they didn’t do it? It would give the host a bad name. It would not be in anyone’s advantage. Unbelievable. Well, this was the first time for us with Airbnb and for sure the last time.

Beware Airbnb’s Cancellations and Currency Conversions

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I used Airbnb a few years ago for accommodation in New Zealand and it couldn’t have been better – easy to book and great accommodation. The second time I used Airbnb was to book accommodation in Perth last Christmas. I booked months in advance, but the booking was cancelled by the host a few weeks before the trip because he suddenly “wasn’t going to be around.” In other words, best of luck to the customer – go sort it out yourself.

The third time I booked accommodation in Melbourne for July and was stung by Airbnb’s trick of charging in USD (same as many others by the look of it on a “com.au” website. It’s not unreasonable to expect to pay in AUD unless it’s as clear as dog’s balls that you’re not. I requested a refund. The host was okay with it but Airbnb was going to keep over $200 for their so-called service fee. I agreed with the host to shorten my stay to reduce the pain.

A couple of weeks later, my booking was cancelled by the host as they’d decided to “no longer offer short stays.” I wasn’t even informed that it was cancelled; I saw a refund appear in my bank account and had to ask what was going on before they confirmed that it had been cancelled. Classy on every level. This has been the worst online accommodation booking experience ever.

The system used by Airbnb is shakier than my mum’s 12-year-old dog trying to go to the toilet after she’d got to those burritos she shouldn’t have had. The biggest shame is that their website is really good and easy to use. My suggestion is if you find a place you like on Airbnb, see if you can book it via a different booking agent (e.g. one with some principles) as many of these places are also listed on other sites.

To summarize, here are some analogies for you: if Airbnb was buying your Secret Santa gift, you’d get a voucher for a store somewhere in a foreign country that you’d be unable to use, and it would be expired already. If Airbnb was your girlfriend, she’d walk up to you wearing lingerie, tell you to wait in the bedroom for her, then leave you waiting there whilst she went and married someone else. If Airbnb was a rock band they’d be Nickelback.

Unfortunate Circumstances Cause Hosts to Keep Former Guests

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We booked a house for my sisters wedding over ten weeks in advance, and paid upfront. However, the host decided to cancel our booking nine days before we arrived, for the following reason: their current guests had a house move which has fallen through leaving them homeless. It sounds very reasonable and completely understandable. If I had known in advance, I would not have booked this accommodation and taken that risk.

We looked very carefully and picked this property based on location and on our criteria. The hosts basically gambled to keep booking their property whilst knowing that house move dates are generally not the most reliable. Their reasoning must have been that they could just cancel any bookings if the house move didn’t move forward.

They have caused us a very large amount of stress and won’t admit that they should have told us of the situation in advance, or not taken any bookings until they had a property that actually was available. There’s nowhere to complain as Airbnb just submits the complaint for you saying that it was cancelled. In the meantime, other guests don’t know that these hosts don’t actually care enough about their guests to share relevant information.

 

Airbnb Allowed Bookings When My Calendar Was Blocked

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There is a flaw in the Airbnb system when it comes to same-day bookings. The following has happened to me now at least five times over the last two years (it could be more but I recall five for sure). The situation is this: if someone goes to Airbnb looking for a same-day reservation it allows them to book my studio even though my calendar is blocked. It only happens when it is a same-day booking and the calendar is blocked by me as opposed to an Airbnb reservation already on the calendar.

I have my calendar synced with booking.com, HomeAway/VRBO, and a couple others. If someone books on those other sites it automatically blocks the dates on my Airbnb calendar. In addition, I manually go in to block dates when I have a cash paying guest that is not booked through an online site. I didn’t understand what was going on the first couple times but by the third time I figured it out and I told Airbnb customer service to please forward the information on this flaw up the ladder to whoever needs the information to fix it. Every time this happens I tell them again.

Well, it just happened again on Saturday, February 10th, 2018. The guest booked at about 4:15 PM stating he would be arriving between 6:00 PM and 8:00 PM that night. I already had a guest in the studio who was not scheduled to check out until Sunday. I had to call him to explain that Airbnb messed up and that this is not the first time this has happened to me. I had to call Airbnb and after waiting on hold forever (as usual) and explain what happened they cancelled the reservation with no penalty to me (supposedly). Now, to make matters worse I got an email today asking me to review this guest. The following is exactly what the email said: “You can leave a review for your guest even though the trip was cancelled. We won’t share your review until after [the guest] leaves feedback for you”.