Careful Booking Close to International Borders

I was trying to book a weekend getaway with my husband, sister and brother in law to celebrate our anniversaries. I was looking in Niagara, NY but somehow the site was showing me places in Canada too. I did not realize this.

I found a place that looked great for the price we could afford, and the address said Buffalo, NY. I booked it and as soon as I did it the confirmation said Port Colborne, Ontario, Canada. Since none of us had our passports current I cancelled it immediately (about two minutes had gone by since I booked and cancelled). Airbnb refunded me $350 of the cost and the host was supposed to refund me the remaining $200.

You have to put a request in for the money so I did and contacted the host. I messaged her explaining what had happened and she told me she had already made plans to go away for that weekend (apparently in the two minutes it took me to cancel) so she couldn’t possibly refund me my money. She said her strict policy on cancellations allowed her to do this. I had already read that policy and it said I had a 48-hour grace period to get my money back as long as it was at least 14 days before the booked date. It was in fact 30 days before the reservation date.

I messaged her several times explaining to her that if the money was not refunded we could no longer take our trip which we had been saving for, not to mention the hassel of getting the kids and animals looked after we were gone. She kept citing the policy, but ignored the part about the 48-hour grace period when I would remind her. Then she stopped returning my messages on the app.

I contacted Airbnb directly, explained the situation, and they refunded me. This is not a complaint about them except for the fact that they were showing me properties in Canada when I was looking in New York.

 

Airbnb Cancels a Long-Term Booking without Consulting Hosts

About a month ago I had a 31-night reservation that was cancelled without consulting us after 48 hours of checking in. Our guests wanted to leave the place after they spotted two cockroaches in the kitchen in the middle of the night. Our house is located in Bondi Beach, Australia, where cockroaches are simply everywhere in the summer, with temperatures rising up to 40 degrees, especially when guests leave the windows and doors open or food exposed.

Our property was listed with a strict cancelation policy which states that we don’t offer refunds if the guest chooses to cancel. Airbnb cancelled on our behalf without consulting us prior; even though we only have 5-star reviews from all other guests. Since then, apparently, we owe Airbnb for 29 nights, so almost $20,000.

When receiving this booking request four months ago, we decided to go for a long holidays with our kids during the rental, based on the money that we were supposed to receive from Airbnb. In short, we owe 20K to Airbnb and had to pay for our holidays. Usually, Airbnb gives the hosts 24 hours to fix the issue. In our case, Airbnb cancelled our 31-night strict cancelation policy reservation without approval from us or even trying to find a solution, which seems extremely wrong.

Looking into the Extenuating Circumstances policy established by Airbnb, it states that deaths, illness, injury to the guests, and natural disasters are the reasons why Airbnb would be able to cancel a reservation without the host’s approval. The reasons why this was cancelled does not fall into this scenario at all. Finally, completely to the contrary, Airbnb did not publish the bad review left by the guest. Airbnb didn’t agree with the review, but agreed with the guest to cancel the booking. Our lawyer is now on the case. If you have any advice or tips, please share.

Airbnb Almost Homeless in San Juan

My initial correspondence with an Airbnb host was early in November when I made a reservation for 12/22-12/23. Her last remark to me was that I would hear from her closer to the check in date with the information I would need.

Fast forward to 12/20. I had still not heard from her. I sent two emails through the Airbnb website. No response. On the evening of 12/21, I called her, having a feeling of panic that I would not have a place to stay upon my arrival the next day. I was able to get in touch with her and she assured me that there was nothing to worry about. She also said I needed to install the app so that she could send me all the information I needed. I immediately followed her advice. There was still no message from her.

While sitting in the airport on 12/22 on my way to San Juan, my expected arrival date, I sent her two messages through Whatsapp. No response to either one. I called her through Whatsapp. No response. My plane was now getting ready to take off and as far as I was concerned when I landed, I would have no place to stay. I tried calling her multiple times and no response. Finally at 7:37 PM on 12/22 she responded: “Tomorrow I’ll be in the property waiting for you. Check in time is 3:00 PM.”

It was nice to finally have a response, but I was supposed to check in that night. When I arrived in San Juan at 2:00 AM, I tried calling four times until she finally picked up. It was at this time that she gave me an attitude that she was sleeping and there was no way she would be able to meet me at the unit. My reservation was for this evening and I previously explained to her that I would get in very late at night, so I am not sure why I received an attitude. I then requested that she cancel my reservation so that I would have my money refunded. She told me that she was sleeping and couldn’t do that; I needed to cancel the reservation. This worried me because of the cancellation policy of 24 hours.

I went on my vacation for ten nights and came back to an email from Airbnb that my money was in fact refunded. I do not recommend you choose to stay at a place where the host clearly has no regard for her tenants. This is unfortunate as it was my first time trying Airbnb. I will be very hesitant to use this service in the future.

Airbnb has no Standards for Hosts and their Homes

This was my second time going through a dirty Airbnb experience. I guess one time wasn’t enough for me to learn the lesson. In the heat of the moment I have decided to go to Honolulu for quick getaway. I was on a budget and decided to go with Airbnb instead of a hotel. I had booked a condo that got my attention with its very colorful wall paintings and warm atmosphere (how far that was from the truth).

Upon arriving, I first noticed that the place had nothing to do with the pictures. The colorful wall was gone; it looked very empty and out of order. That turned on my warning signs. It didn’t take too long for me to spot the filth in the place: cabinets, walls, mirrors, windows… you name it. The only thing I could say that truly felt clean were the bed sheets. I am a very clean and detail oriented person and very sensitive to dirty environments.

However, that was not the end. The place felt like someone donated already “used to the limits” stuff and placed it in there for the guests, including towels, pans, and furniture. The wallpaper was coming off and the toilet was scratched and stained indicating the long years of use.

I contacted the host and he did agree to refund the money. The problem was that I didn’t know the rules and the process of getting a refund. I filed a complaint with Airbnb, attaching pictures. The next day I got a notification that the host was refunding my money. So I was very satisfied, and moved on with my vacation.

The day after that I saw there was a message from Airbnb. I opened it and noticed that I had to accept the refund. So I pressed the button, and because it was one day too late they couldn’t process the refund. I called Airbnb and they said they had not received any complaint from me (I am very sure they did but had a reason to pretend not to), and promised to fix the refund.

They halfway did: instead of $300 I got $178 out of the $502 I originally paid. I am not that mad with happened to the money but mostly that those stressful situations even occur. There is a lack of competence on the part of Airbnb in any apartment’s quality control. There is a 50/50 chance you will come a across great place or hellish crib. It is messing up our vacations and plans we make. We lose money and get more stressed than relaxed.

It looks as if everyone who has an empty corner in their house think he/she can be a host. The truth is to be a host is a bit more difficult than just putting a blanket on a mattress. It involves time and dedication. I personally believe that we should not put the total blame on the hosts but mostly on Airbnb for not putting any restrictions and control on the hosts to follow and to apply in their apartments.

Valid Cancellations Don’t Mean Instant Refunds

Yesterday I booked a condo in South Padre Island and got a message from Airbnb to call a number. I called the number and it was the property management guy. He told me that Airbnb did not charge me for the cleaning fee and that I needed to pay him for that. Well then, I see that they charged me $100 per night and the host told me he would charge $90 a night. Then I realized Airbnb had overcharged me by about $150. The property management guy told me to cancel my reservation through Airbnb and then rebook through him. Well it was within thirty minutes that I cancelled my reservation and then had to contact Airbnb to get my full refund back. They authorized the refund but now it can take up to 15 days before I get it. This is such BS since the cancellation policy stated I had 24 hours and I cancelled within thirty minutes. Does anyone know who I can contact to get my refund ASAP?

Airbnb Quick to Collect Payment, Slow to Respond

I am a Filipino citizen and would like to share this story hoping that would reach the head of Airbnb or the right person to act swiftly and accordingly. During my search for places to stay, for which I needed to attach my visa application for Norway, a friend of mine suggested Airbnb. It was my first time using Airbnb. Their apps and website seemed amazing because they were so quick to find what I needed in Oslo, Norway: a property for a month’s stay from October 13 to November 12, 2017.

The first property that I successfully booked from a host charged my credit card after a week. It was then cancelled by the host and I received an email from the Airbnb Team:

“A refund of ₱62627.91 has been issued to your credit card for your reservation at the ‘modern studio apartment with view’ (you originally paid ₱62627.91). While this refund is immediate on our part, it can take up to 15 business days for the funds to reach your account. Thanks, The Airbnb Team.”

Below my email message to them:

“Good day Airbnb Team! This is my third time to message you to follow up but it seems you are ignoring my messages. I know perfectly well that you are receiving this because in the message itself from Airbnb between the host and guest you immediately deleted you can see an attempt to exchange contact numbers and email addresses. It has already been a month and five days and yet the refunds have not yet reached my account. Give me some updates and actions regarding my refund. I am impatiently awaiting your prompt reply or otherwise you will have a bad image on social media and the international news.”

I don’t know if someone had the same nightmare that I am experiencing, but the Airbnb’s greed in collecting payment quickly but slow to respond or act swiftly to refund payment to the guest is obvious. Though I booked another property with Airbnb which successfully charged my credit card again, I hope this time the host will not cancel it and I hope not to receive or find future surprises from Airbnb. I am still awaiting Airbnb’s refund. I wish that you guys all out there shout out your negative experiences with Airbnb to the international press to expose their greedy scheme. They ignore their responsibility to act immediately in terms of refunding payment to guests like me. I will keep sharing and shout out my story until they listen and act accordingly.

Cancellation Policy Defrauds Guests of 50% Payment

I put a question to a host about her apartment directly on the beach in Tavernes de la Valldigna, Valencia, Spain including booking dates. She came back with the answer stating the dates were a little difficult and provided dates that would be better. My dates were still showing as available on her calendar. I was just replying to say those were our only dates when I received two more emails offering a discount if I booked by a certain time that day. The website was showing my dates for the booking and nothing about the dates not being available or “difficult”. I naturally thought she had solved her problem and paid for the dates which were only three weeks away. I then received an email from her saying I had not replied to her email and she was shocked at receiving my booking payment as she had offered alternate dates. When I checked the cancellation policy it said if cancelled more than seven days before booking I would receive 50% of my payment; that’s a good way to fraudulently get money for no work and hassling tenants. If I did not use the refunded money for another booking I would charged a 20% administrative charge for Airbnb to refund it. That is 50% of the total then another 20% of the remaining half… 60% of my money with no booking. Is this fraud, or what?

First Impressions and Last Attempts at Airbnb

Airbnb may be a good alternative to higher-priced traditional motels and hotels, but for me the first attempts to “sign-up and in” were an unresolved nightmare. The website is set up and caters to only mobile device users. Trying to do business with them from a Mac desktop? Good luck!

My reservation was originally cancelled by a New York City “host” who blamed it on the city “cracking down” on unlicensed short-term rentals. I’m still awaiting my deposit refund. I returned to the Airbnb site to search and rebook elsewhere. I found two nice rentals that fit my needs and budget. After multiple attempts to “upgrade” my “security” profile (they wanted more IDs uploaded than the TSA requires at airports) I was still unable to get through their cumbersome process. I reluctantly cancelled the reservation requests and located and booked a traditional motel, using Expedia. It took only five minutes. Good bye and good luck to Airbnb.

Host Messes up Check-in, Acts Like it is my Fault

Here is my story. While it not be as bad as others on here, I definitely feel wronged. I paid for a night at a host’s apartment who had raving reviews and was Airbnb verified, so I assumed everything was kosher. The night before I left there was an issue with security and the previous guest leaving the keys with security instead of in the lock box that was secure so I would have to coordinate my check in time with the host directly. It wasn’t a big deal but when 3:00 PM rolled around, I called and left messages for the host until she finally answered a half hour later explaining she didn’t coordinate getting the keys to me yet and that she would be available at 5:00 PM (it was already completely ridiculous when the check in was at 3:00).

I offered to meet her at the location where the keys were, a few neighborhoods away from the listing. We traveled there and sat around for 45 minutes with no keys. The person who was supposed to meet us didn’t pick up his phone. At that point it was 5:00 PM and I was completely frustrated. I decided it was not worth the hassle and try to cancel. She also mentioned that once we got to the building we would have to duck security and make sure not to talk to the building staff, only causing me more concern. She then proceeded to tell me how it was my fault and even though she was the one who inconvenienced me, this was my problem. I left the location and her husband called me to tell me he had arrived. I explained the situation to him and he started being equally as rude and just plain ridiculous. They were in the wrong and I paid for it. Now I am trying to get a refund and of course she declined to reimburse me.

After Bed Bugs, Airbnb Cancelled Reservation

This has been the worst Airbnb experience of my life. We just checked out of a Lisbon Airbnb where bed bugs ate us alive. Please see the attached photos of the painful welts all over my body, face and neck. After complaining to Airbnb, the resolution manager proceeded to cancel the rest of our trip. We are now standing in the airport about to board a flight to Seville with no accommodations to go to when we land at midnight. Two girls alone in a foreign city. Three different resolution managers we initially spoke to told us that we would receive a refund and that we would also be rebooked in a hotel for this evening at Airbnb’s own cost (the least they could do). We did receive the refund and were trying to retrieve the hotel information when a new manager informed us that they would not be creating a reservation for us because they already went ahead and processed the refund. She claimed it was one or the other – which is not what three prior managers told us. We are now standing stranded in the airport with nowhere to go when we land. This was the most disgusting, unsafe experience I have ever encountered and I will be spreading this story publicly as far as I can so that other young women traveling don’t get put it the same unsafe and frightening situation.