Threatened by Host, Airbnb “Trust and Safety” Can’t Help

Your, your family’s, and your friends’ safety is at risk with Airbnb. They do not care about you and will not help you when a real threat occurs with a host. Our host did not show up at the apartment we rented and we had to pay for a taxi to her brother’s home to get the key. She expected us to ride a dilapidated old scooter with suitcases to the actual apartment; we paid for a taxi instead. The apartment was not the building on the listing: the room, size, layout, amenities, and everything else was different. Total scam. Initially Airbnb helped us get a full refund. However, the host threatened to call the police and somehow learnt where Airbnb relocated us. This is terrible customer safety. Our case was elevated to Trust and Safety but they never replied. Never. Not after being threatened, and not after nine phone calls, twelve emails and five weeks since the event. Not one single contact. This is the Trust and Safety team. This was a urgent priority matter and it is only by pure luck and our own initiative we were able to rescue our holiday. I have used Airbnb before, but never again.

Guest Made My Family Unsafe

A guest who was barely around and had 0 communication skills never locked our door. When asked repeatedly, and signs were put on the door requesting it be locked, the guest still left it unlocked. Oftentimes the guest would leave it unlocked overnight (he came back at 12pm-1am nightly), and I would have to go down to lock it after him. Let’s not even talk about the security system he refused to use. I contacted AirBnB and they were of no help. I had gotten myself into a situation where an irresponsible person had control of the safety of my family, and had a key to my home. So it was a balance…I didn’t want to have the guy get hostile to us either. It was our first (and last) experience hosting. Never again. It is just a bad situation, and AirBnB won’t bail you out. This is the kind of thing where the existence of a website makes you feel safe making decisions you would ordinarily never make (i.e. letting a stranger into your home).