I wanted to reserve a room in Bar Harbor so I did a search and some places came up that said Winter Harbor, which I assumed – yes, I know – was a neighborhood around Bar Harbor. After booking, I went to a map to see where the place was. It was close to Bar Harbor, but only if you had a boat. Within a few minutes I called the owner and he immediately agreed to allow me to cancel. He tried to cancel, but emailed me saying that I had to. After figuring out how to do that, Airbnb stated that I wouldn’t get any money back because the owner had a strict cancellation policy. I wrote him back and he did agree to refund my money, thank goodness. However, Airbnb still wanted to charge me their service fee, which is significant. All this trouble for a mistake or error caused by them because they listed a home more than an hour away from where I was requesting and I realized what had happened within two minutes of them taking my booking. I have used Airbnb quite a bit before and this kind of thing has never happened before. I guess I’ll have to be extra careful with them before I book another place or use them again.
We were contacted after midnight by a guest asking if we could take him and his family on such short notice and check in at 3:30 AM. We worked our butts off to get the house ready for him and his family and accommodate them on short notice. My husband was in the backyard cleaning up the pool at 3:30 when they arrived. We greeted them and welcomed them to Dallas; they checked in and then out at 11:00 AM. In the morning I discovered someone on Airbnb had posed as me, canceled the reservation, and without even so much as a phone call or message, the payment had been removed from our account.
We have a strict cancellation policy which doesn’t allow cancellation without 24 hours’ notice and at 50% of the cost. The guest had concerns about the Internet and TV, which he just needed to contact us to get access. Instead he went around our backs to Airbnb and then committed fraud by logging in as me and cancelling the reservation. Airbnb sent me a message three days later telling me that our Airbnb host status was in jeopardy due to the cancellation. We want our money back and the cancellation removed. This is not the first time Airbnb has interfered with payments in the past. A guest was looking for a cheaper stay and they refunded the reservation, even though they didn’t give us notice and broke Airbnb rules by having a friend make the reservation and not stay there. Third party reservations are against policy. They took money out of our future reservations to refund them.
We arrived at the designated apartment building in Montreal on a Friday evening around 6:45. The person at the front desk knew nothing about Airbnb and called the building manager. He searched and advised us that there were no keys left for us. I texted, then called the host at the number she provided – only to hear an answering machine message in French. I proceeded to call various numbers for Airbnb including the one listed under “In case of Emergency” to no avail. I called Corporate Stays to learn that this reservation was not made through them so they couldn’t help. After much frustration and exhaustion I proceed to look for available hotel rooms, which I finally had success with at 10:50. We booked a hotel room for three nights for twice the price we already paid for Airbnb. I texted Airbnb asking for a refund since I couldn’t use the apartment and their response was that the host’s cancellation policy was “strict”; my refund would be zero. After this experience I will never use Airbnb again. Their customer service sucks so they must attract a lot of scammers. All the numbers provided had automated messages that never led to a human being. The building manager at the apartment house stated that the host is “very sloppy” and he would never do business with her. I will give her a negative review, and also get American Express involved in the dispute if I get no satisfaction on a full refund. I also expect to be reimbursed for my hotel stay. A woman from Australia was stuck in the same situation as we were and she’s an employee of Airbnb. She tried to help us but to no avail. However, she assured us that refunds and a free hotel stay would be ours.
I found a place on Airbnb, booked it, and started my conversation with the host. I found out that the host had two dogs that have roaming rights over the grounds. This was not mentioned in the listing. It’s probably not a big deal to most folks, but I’m a dog breeder, with an unspayed female bitch. Where I go, my beloved dog goes. As my dog is more than a pet, her welfare is of utmost importance to me. Given the presence of canine influenza and other male dogs, and the fact that nothing was mentioned in the listing, I choose to find another place. However, the strict cancellation fee states I only get half of my funds back. What a crock… I have placed a complaint and asked for help from Airbnb. They had to think about it and will let me know in due course if I’m able to get any more of my funds back. No time frame was provided when they may let me know. I had booked the place at 10:00 AM, found out about the dogs, and contacted Airbnb at 5:00 PM the same day. This is probably my first and last time using this company.
We rented an apartment for five months through Airbnb. We arrived at our destination and contacted our host as previously arranged. He did not meet us as planned but left a key in an empty mailbox on site. We were immediately disappointed in the apartment and its furnishings. We had paid top dollar only to find rummage sale furnishings, broken window blinds, stained carpet, a broken bed, a television with no user information, linens in poor condition, and a building filled with the smell of cigarette smoke. We contacted the host within the 24-hour window and requested remediation. He missed two appointments to address problems and didn’t even contact us until we were in our third day of this distress.
At this point we contacted Airbnb. We were contacted in swift succession by a number of Airbnb representatives. One of them indicated that it was clear we could not stay at the location. He recommended that we leave immediately and that Airbnb would pay up to $150 for a hotel. We were told to go online and cancel the contract. They did not tell us that this would mean that we would still be responsible to pay rent for the next 30 days. At this point Airbnb went entirely silent and basically abandoned us. There was no follow-up after being told to hit the street. We believed that the contract was cancelled because the landlord had not lived up to his contractual obligation and that we would be reimbursed. It turned out that “strict cancellation” means that the guest pays under any circumstances, even when Airbnb knows it was a bum deal.
Airbnb gave us no further instructions about arranging for another Airbnb property or about negotiating with the landlord for another property the the landlord had on hand. At that point we simply didn’t trust him. The host actually threatened physical confrontation. No one takes any responsibility at Airbnb. As it happened, a colleague rented another location from this “five-star” landlord to find that dozens of rats inhabited the attic. It took days to get that addressed. Airbnb does not oversee or caution hosts with serious complaints against them. Another money making racket with no concern for what it delivers. We contacted Airbnb again. After mediating with the host, Airbnb said that the host would return a mere $365 of the $1700 monthly rent.
My husband and I booked a two-bedroom, two-bath condo for our 25th wedding anniversary. However, my knee gave out and I was unexpectedly forced to have total knee replacement surgery. We booked the condo through Airbnb and the owner had a 30-day cancellation policy. That was fine. We canceled three months and one week in advance because my surgeon did not want me to travel on a 5.5-hour flight over the ocean with no chance of stopping after undergoing the surgery, due to concerns about edema and blood clots. We were penalized 50% of our total amount because the hosts “have a super strict policy.”
First of all, we did not know about such a policy until after we booked; I was contacted by Airbnb when we attempted to cancel. The only policy we were given at the time of booking was the owner’s policy of a 30-day cancellation. Sure enough, on the Airbnb website, after much searching, I found the 50% penalty policy. Interestingly, it says in order to be afforded this tremendous opportunity, one must be “invited.” We weren’t invited; we never even knew about it. However, Airbnb says it is a policy for this particular listing. The owner of the condo says it is an Airbnb policy.
Whichever organization or company made the policy, Airbnb indicates that they have an appeal process, which we followed; my doctor wrote a letter explaining that I could not fly such a long distance until the very end of the year due to the possibility of complications (which I experienced with my first knee replacement). I even sent them my MRI results and an explanation of the surgery. They denied our appeal, again saying they “have a super strict policy.” To cancel over three months in advance and be penalized well over $1,300 is beyond absurd. So, when I can fly at the end of the year, we will never stay at this particular listing again (although we have stayed there many times), and we will never use Airbnb again (it was our first experience with this company). What a scam.
I booked a room in LA for three months. It was probably not the best move, but I didn’t know anyone in LA and I actually thought it would be safer to use Airbnb. When I finally got there, I thought it was the dirtiest place I had ever seen. I can only assume that the host and his flatmate used used all the old furniture they had to furnish the so-called guest room. There was one shaky secretary, one chair whose height adjustment no longer worked, an old drawer, and one old bed. This bed was quite a sight: its stage was broken, so the host decided to put one mattress on top of the other in order to compensate for that. The mattress on the top looked and felt like a rescue from an underfunded dog shelter: it was quite possibly older than myself (30) and it sank in when I’d lie on it to sleep. Quite soon I had a lot of back pain.
The room itself was filthy beyond belief. It seemed to have never been cleaned for over a year. I vacuumed the carpet the first morning I spent there, and I cleaned the secretary, the windows, and the drawer. Everything was dusty and stained. The sheets also did not seem to be recently cleaned. The rest of the house wasn’t much better: the furniture was far newer and more appropriate, but it was equally dirty. It boggles my mind: do these people actually think it’s normal to live like this? There was an unpleasant smell in the house. The kitchen had mold. The floor was sticky due to the accumulated filth.
I left the house after one week (as soon as I found another room). I asked for a refund, which, as expected, the little scammer that calls himself a host refused to pay. So I got Airbnb involved. What did they do? Nothing. Zero. After two weeks they still hadn’t responded to my claim. I had to call them, after spending an hour searching for their number on the internet (it’s nowhere on their website, which is indicative of their whole attitude). When they finally said something, it amounted to nothing.
“The host is unwilling to negotiate a refund.” Oh, really? Who would have guessed?
So how much did I lose? $2000, thanks to the host’s strict cancellation policy (which has already been struck down by a court in South Korea). The host then went on to double book the room. In addition, some of the reviews on his posting were fake. How do I know this? I had seen one of his flatmate’s friends when I was there, the first morning. He left a review on the posting two weeks after I left, raving about how awesome the host was.
I travel quite a bit for my job. Someone told me about Airbnb. I checked it out, then used it for the first time in Pennsylvania. The host and the house worked out great. I thought Airbnb would be perfect to use because of the travel required for my job. I was wrong about that. I was scheduled to be in Casa Grande, Arizona on a Thursday. I contacted my host Tuesday night before my Thursday arrival to book after asking him multiple questions. I thought this place was perfect for my ten-day to a month stay. The next morning I received a phone call from my boss stating we had an emergency; we were going to the east coast instead of Arizona. I immediately contacted my host. Oddly enough, my host wouldn’t respond to Airbnb messages, phone calls, or text messages. So, I went on the Airbnb app to cancel. That’s when I discovered the host has a strict cancellation policy; I wouldn’t receive my full refund of $685 – I would only receive a refund of $178.
I called Airbnb. The gentleman to whom I spoke on the phone was hard to understand with his thick accent. He did explain to me he could do nothing to help. The host I rented from has a strict cancellation policy (which basically means the host can do whatever he wants with your money) and there’s nothing Airbnb can do. I didn’t accept what he was telling me. I couldn’t believe a company this big would allow someone to keep my money, when I called to cancel less than 24 hours after I made the reservation. Even airlines let you cancel within 24 hours of a reservation. The guy on the phone said he would escalate my complaint to a case manager. Another 24 hours passed and no one contacted me: not the host, not my case manager, no one.
I took matters into my own hands: I sent out 10-12 tweets while tagging the CEO of Airbnb in every tweet. Eventually someone contacted me from Airbnb. About 36 hours after my original complaint, the case manager told me he could help. All I had to do was send in a document on letterhead explaining what my extenuating circumstance were; my time frame was 48 hours. I had my boss fill out a letter. I also showed how my company is contracted by the government, and presented W-2’s to prove where I worked. I emailed Airbnb five times, and in every email I asked for someone to verify they had received it. Of course, no one called – I had to call and ask the day of the deadline.
The case manager sent me an email stating my claim had been denied. Apparently, the government I subcontract for isn’t the same government they were talking about in their rules for extenuating circumstance. I sent an email back and received no response. Then I started tweeting again. I have posted as many stories on Twitter as I can to warn others not to use Airbnb. Their customer service is obsolete. The company does not look out for their guests. This company is a great concept but if something goes wrong don’t expect Airbnb customer service to help you. I’ve read stories way worse than mine. I want to share my story because everyone needs to know how horrible this company is; if problems go south on your trip this company will not help you. If you cancel, guests can’t even warn others about any terrible mishaps.
I had reserved an apartment and then the airlines canceled our flight. When I requested a refund, I only received 50% of the paid amount. I gave the host four months’ advance notice. She claimed she had already blocked the dates and would not refund us in full. She could easily unblock the calendar and rebook the place. If I had canceled a reservation four months in advance at any normal hotel or business I would be refunded with no questions asked. This is what makes Airbnb a grind: greedy hosts and company. Be very careful about booking outside of the country these days. There are way too many scams happening abroad. And you really do not want to be stuck in a foreign country in a hellish situation. Stick with reputable hotels and inns. Go to Tripadvisor and get the latest reviews on an accommodation before booking. The reviews on Airbnb are often unreliable. I’m tired of dishonest hosts and listings. It’s not worth the time or money (not to mention frustration) anymore. Guests are not respected. The Airbnb model is currently dysfunctional. Trust and honesty issues are rampant when there is money involved. Don’t shell out your money in advance on often broken promises.
I have been an Airbnb user for the past three years and was always happy with it. So much so that I encouraged my workplace to use Airbnb instead of hotels. When I first tried to book an apartment for a business trip, I got three cancellations for dubious reasons or no reason at all. Given that the trip was approaching I started to be very stressed out but finally found a place, which I again intended to book, only to be asked for a verification of my passport. I did allow Airbnb to verify my passport but then I did not get confirmation that the booking had gone through. Having had the three earlier cancellations I got even more stressed and found a fifth place, which I booked and this time it went through. Unfortunately for me though, the first booking had also gone through and the system did not make me aware that there was a double booking. The emails to that regard came through 20 minutes later (all four of them at the same time). I panicked and tried to cancel the second booking straight away (in the same hour) only to find out that the host had a strict cancelation policy and of the roughly $420 I was charged I would get $30 refunded, even though I cancelled within the hour. I contacted Airbnb using the phone number provided on this webpage and got through to an agent, who nicely thanked me for using their services for three years and told me that he would put my case through for the full refund. Thus far I still have both reservations going, as I do not dare cancel one; I was told Airbnb would do so. I strongly advise any Airbnb user to be super careful with bookings and wait at least an hour to see if a booking has gone through or not. The Airbnb refund policy is simply ridiculous.