Loopholes Enabling Unethical Airbnb Host to Bait and Switch

Posted on April 6, 2021

I booked a long-term stay for a two-bedroom apartment in NYC on Airbnb for two people. When I was doing the search, it showed the same price for one, two, or more guests in the same apartment. The confirmation came back for one person somehow, so I immediately (less than ten minutes from booking) corrected that in the app and received another confirmation for two people.

I was looking into the address details of the booking I just paid $3,500 for. Surprisingly it still only showed the street name without any other details. So I contacted the host — appeared to be some company instead of an individual host — who insisted that because the reservation showed only one person (who is rich enough to book a two-bedroom apartment for just one person in NYC?), they wanted to charge me more than $1,000 for it.

I looked back into the app, which in fact, still showed the same price for even three or four people. They claimed that it was a system error. At that point, I believed them, and allowed them to cancel so I could rebook. There were plenty other properties around that did not cost more than what they originally charged plus $1,000. This was within 20 minutes of booking.

I contacted Airbnb support. They said that on their end I was confirmed for two people and the price was right. So I let them handle it. The operator also said if I felt uncomfortable with the host, I could cancel for free within 48 hours. The next day, Airbnb support called me, informed me that the host insisted on extra charges even though it was advertised with two people with the price I already paid. And if I cancelled, they could only offer a $150 coupon to book again on Airbnb. They just pocketed $3250 dollars.

The host claimed it was an error with Airbnb, but they refused to accept the full refund cancellation request. Instead they intend to just keep my money or ask for even more. This is all within 24 hours of booking. So, Airbnb leaves me with two choices: either pay $1,000 above the market rate to accept the booking, or lose $3,000 more to cancel. That is the place where Airbnb want their customers to be.

Reservations Are Good Until Hosts Get Other Offers

Posted on July 3, 2018

I reserved an apartment through Airbnb six months in advance. The host is a property management company that has multiple properties. One week before I was to arrive, a person from the company called me. She told me that I would need to be relocated to a better property as they were overbooked. She also commented that I had gotten an extremely low price. She told me she would be contacting me later with the updated location.

Two days later, I received a message from Airbnb that my reservation was simply cancelled. As there is an incredible amount of demand for accommodation due to the convention I was attending, I told Airbnb I suspected they cancelled my reservation so they could get a higher rate from someone else. Airbnb stated I had no recourse. Needless to say I won’t be using Airbnb again. I have had many good experiences with Airbnb but the lack of customer service is staggering and unacceptable. I am now booking rooms directly through hotel websites as I’ve never experienced this kind of problem with them.

Host tried to rip us off. Two months later, no refund.

Posted on October 30, 2017

A friend and I booked a property for two nights in Salamanca, Spain. The price was 30 Euros a night. After we had stayed one night, the host told us that she had made a mistake on the listing and the price was per person per night. There was nothing wrong with the property; it was in a good location and clean. However, having spent two months traveling in Europe this summer, it was most certainly not a 60-euro room. We told the host that this was outside our budget and she told us we had to pay her 60 euros or leave. We checked out and found another property straight away. When I applied for a refund, the host rejected it, saying we had not left the property until 3:00 PM. I have messages through Airbnb to our new host at noon asking if we could come early, as we were on the street with our bags. Airbnb has never followed up. Two months late, and we still have no refund.