Airbnb Host Lies in Review After Disastrous Stay

We rented a three-bedroom apartment in Split, Croatia on the first floor using Airbnb. The host posted the same listing on Booking.com and Expedia too. At that time I did not know that my dream vacation would turn into a nightmare.

Let me start saying that the host is providing misleading information on the post. As per the description, it should be a deluxe apartment with a nice garden and air-conditioned accommodations. Sounds like a dream. It was a little expensive but the pictures were amazing; you can see a brand-new place with a garden and pool. I thought it was worth it. Such a mistake.

The location was not so good as advertised, but it was fine. The apartment was extremely dirty with hazards inside.
The place was hot, like 100 degrees F hot (+30/+35 Celsius) and all three bedrooms did not have AC. There were two ancient AC units in the living room and dining room. (Why the host has two AC units in one room, I do not know).

Two out of the three bedrooms did not have mosquito screens. As a result, I got a lot of mosquito bites during the night or could have slept in the hot box without the air. My son has asthma and he could not even breathe in the steamy hot bedroom. As result, my kids were sleeping, starting from the second night, on the sofa in the living room.

AC was not only a problem. In the master bedroom, we found blood stains on the mattress cover sheets. Super nasty. I sent pictures to the host in no time. She promised to remove the dirty sheets the next day, but it never happened. Also, all over the apartment were spider webs. Besides that, between window frames, there was a crazy number of dead bugs.

I opened the closet and I found old, dirty shoes. The closet inside was dirty too, and there were stains on the sofa and walls. The moldings on the floor were not fully attached. One of the bedrooms had a bleach stain on the cover. Generally, it was the dirtiest place we stayed in ever.

The washing machine was broken and discharge water was on the floor. I had to clean the water. There were exposed wires at electric outlets near the bed and wires all over the place, which could have caught fire in no time. My favorite example: a lamp in the bathroom had a wire exposed — good luck not getting electrocuted when you turn on the switch.

The pool was not usable. It was closed, and we could not even open it. In the listing’s picture, it clearly shows a beautiful pool. There was no mention on the listing that the pool was not in service, which is very misleading too.

The person who rents this apartment does not take care of the safety conditions. I sent many pictures and messages to the host within 30 minutes after checking in that I was not happy with the condition of the place, but she ignored my concerns. Airbnb asked me why I did not leave and fight later. Really, it is easy to say just go on the street, in another country and find a place to sleep with two kids, when you paid crazy money for this place and do not have a budget to pay another $2,300. Airbnb will not cover the cost.

After we left, the host posted fraudulent claims on Airbnb. The host stated as a fact that I asked for a refund for “the entire stay.” I never did this; I never thought it was an option before the review appeared and I called customer service to find out why the host was claiming this.

The host posted a review on Sept. 17. To create an escalation ticket regarding this fraudulent claim, I have to request a refund according to Airbnb policy. My request was created on Sept. 22. I did not request anything before her response. The refund requested was only for 22% of the total amount as punitive damages for the dirty apartment and false accusations. I was on and off with Airbnb customer service for a week. I had to provide pictures and videos to prove that the place was dirty.

The host also claimed that bloodstains were from me. I did report this issue right away, but no one cared. Actually, customer service said that I must provide proof that I reported stains right away and it was not my fault. I did report it on their website; they were too lazy to check.

A customer service representative said that according to Airbnb policy, hosts can post any false claim because it is only their opinion and does not need further investigation. Really? Hosts can post anything? Any false accusations? Nice to know.

Summarizing all this, Airbnb refused to help me with my concerns and stated that: “While we encourage and expect all community members to post reviews that contain objective and accurate information, Airbnb doesn’t mediate disputes concerning the truth of reviews. We expect the author of the review to stand behind the content of their review.”

Also, I requested Airbnb to check the misleading and false information regarding the apartment descriptions like the AC and pool, but they refused to do it. Every day I requested to talk to a manager, but my request was never satisfied. Airbnb only takes money and does not help with any issues. It’s so sad that people will pay money to this dishonest person and fees to Airbnb.

Host of Dog Beach Penthouse Lies, Making Guests Leave Early

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What can I say? We were told this was a special place: lots of great reviews; $300 a night; accepted small dogs. We arrived and used a Schlage code on a half installed security door. Mind you the lock was not even installed properly. The main doors were open as were all the sliding doors. The main door after entering the security door did not have a lock on it at all so we couldn’t feel safe.

We put one of the ripped chairs under the entry door that didn’t have a lock to help keep us safe when trying to sleep. We could see the door lock installed on the security gate wasn’t installed and there was a gap. You can stick your fingers in the gap and move the lock to open it. It wasn’t installed on an entry wood door. Unsafe and scary, though that’s another issue.

The bed sunk in the middle. All but one of the sliding doors wouldn’t lock. Once inside, the walls were filthy, along with the floors, furniture, bathrooms, vents and stove. There were missing blinds so we couldn’t close them. Faceplates on electrical outlets were missing. They had the cheapest paper towels and toilet paper and bath towels that looked like something I would use on my dog when giving them a bath.

This place was a dump. Probably worse than a Motel 6 at $300 a night. We left the next morning and vacated. We filed a complaint with Airbnb for a full refund for being an unsecured property with no locks to keep safe along with a dirty environment. I’m still waiting. Airbnb doesn’t allow uploads for videos so take a lot of pictures of any issues you might have. Hosts are scamming people. Stick to name brand hotels. Our first and last stay at Airbnb.

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Do Not Stay at the Lodging from Hell in Ghana

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Airbnb has unethical and deplorable practices. They would do whatever it takes to make sure their “Superhosts” keep their status, even if the reviews are honest. I read an article online about Airbnb removing a guest’s review because he posted an honest review about his stay at a lodging. I posted my review and within two days, it was removed because I was informed by someone at Airbnb that it violated the review policy. Since Airbnb will not allow for my review to be on their website, I will post it here.

I only reserved this place because of the reviews and I would like to say, I absolutely regretted lodging here. The Airbnb is not in a secure location for other travelers, but rather a community of renters. There are no security precautions in place and that is the reason I caught someone looking through my window.

The neighborhood is trashy, unkept, and very noisy with neighbors consistently slamming doors, babies crying, chickens crowing at all hours of the day, as well as other things. There’s no backup generator for the plethora of blackouts that occurred. How can you run an Airbnb business and have no backup electricity?

We had a broken toilet seat for five days and when I reached out to the host, she dragged her feet and responded to messages late. She claimed that 500 MB of data would be given per day, which is inaccurate. She claimed she added 5.13 GB of data and by day 3 it was all gone, which means there is a high likelihood that the data was being pirated.

If you want high water pressure, you have to perpetually go outside to turn on a switch. The beds feel like you’re sleeping on a hard floor and the apartment looks very outdated. The building is not clean: wires hang from the ceilings, and when I would return from my excursions, trash would be left outside my door.

I did not want to leave Ghana, but I was counting down the days to leaving this place. I guarantee that when the owners travel to Ghana, they are not staying in accommodations with these kinds of problems. I would never recommend this place to anyone.

I have posted pictures of what this place truly looks like. Don’t let the nice photos fool you; the bathroom was small and crappy as hell and looked like it was never cleaned before we got there and the furniture was extremely uncomfortable. Don’t let the positive reviews fool you because Airbnb removed the negative reviews, like they did with mine.

Airbnb Platform Allows Hosts to Threaten and Extort Guests

We rented an Airbnb apartment to stay in downtown Toronto from April 19 to May 18. When we arrived, the place was extremely dirty. All kitchen items were in poor conditions. We couldn’t even cook or make coffee. There was a lot of hair and food stains all over the living room rug and carpets, a couch full of some animal hair, among many other issues.

I have a one-year old child and such a place would be less than appropriate for a toddler to be crawling all around. Not to mention Toronto was in the midst of a lockdown, and with all COVID safety protocols in place, those were the hygiene conditions of that Airbnb Plus property. After a lot of stressful back and forth communication with Airbnb and the host, they sent someone to clean and replaced a few kitchen items so we could at least cook. It was better, but far from ideal. We had to stay there for the rest of the contract because we wouldn’t get a refund and it would be hard to find something else at that point, so we made it work.

We left the Airbnb apartment two nights before the contract was up. The apartment was incomparably cleaner and in a more organized conditions that what we found when we arrived (I cleaned everything up myself because I couldn’t have my baby staying in such a dirty place). We took some pictures just to be safe and left. We thought everything was okay.

After Airbnb sent me multiple emails requesting that I write a review about my stay, I decided to do so. I believe that was around 11:00 PM on May 31. I woke up in the morning and there was an email in my mailbox titled “action required: your host is requesting $2,635 CAD for damages.” All the damages listed there were untrue. It’s scary how just a few hours after I had written my review that host was able to come up with a whole document with pictures of the alleged damage and invoices from stores for all the furniture he supposedly had to replace.

I won’t go into details of each of his absurd claims, but I called Airbnb and explained that I was being retaliated because of a review. A week later, Airbnb sent me an email saying the host’s claims were not covered by Airbnb, that he hadn’t provided enough evidence and they would not be pursuing payment from us. The request was removed from my account. We thought we were done with this.

The host sent me a message through the Airbnb app trying to extort money from our family. He threatened to start legal action against me if didn’t pay him $2,635 through Airbnb in three days. The payment request wasn’t even there anymore because Airbnb had declined it. Again, I called Airbnb and said I was not feeling safe, that I wanted to block this host from communicating with me (which I still am not able to do because the Airbnb app is not allowing me). They sent me an email a few days later saying I did not need to worry anymore, that they had given the host a final warning.

I received a letter from the host’s lawyer in my new home demanding payment by Aug. 20 (we just had moved to this address a couple months ago and that guy found out where we live). Airbnb was again notified about that.

We are not feeling safe. This host is clearly a troubled unstable person going to great lenghts to retaliate because he didn’t like a review. This is all happening because Airbnb created a platform that allows people to easily harass each other like that. We made a contract with Airbnb, not with this criminal and now we are being persecuted for that. He won’t leave us alone. Why are we having to waste our resources and time to deal with this?

Other things to consider:

– This criminal host is an Airbnb “Superhost”.
– The Airbnb Plus property is located in a building that does not allow short-term rentals. We had to constantly lie to the concierge and every time we parked our car in the garage.
– I communicated with Airbnb every step of the way and we are still having to deal with that criminal host almost three months later.
– Once I wrote my review, I could read the review the host had written before. He called me “nice and polite” with no mention of any damages. Would you call someone that caused you an almost $3,000 worth of damage “nice and polite”?
– He replied to my review with more false accusations, saying I was going after monetary compensation and Airbnb did nothing about that. But I am not the one trying to extort $2,635 from a family, am I?

That is the hospitality Airbnb offers you. We are not feeling safe and I am posting this here because we don’t know what else to do.

Do You Know Who You’re Sharing an Airbnb With?

I was traveling up the Pacific Coast Highway as part of a road trip that had been planned pre-pandemic. Finally, after a year of lockdowns, my summer trip began in Los Angeles with the bustling city and the colorful people setting the tone for a great journey ahead. After a packed day and a quick nightcap, I headed to the Airbnb reservation in a quiet, suburban neighborhood.

Allow me to set the scene: there are five rooms in the house designated for Airbnb reservations. There is only one shared bathroom. I was awoken to a loud conversation at six in the morning in the room directly to the left of ours. Mildly annoyed, I figured that most of everyone in the house was up and about. Gathering my toiletries and towel, I made my way to the dark bathroom just across the hall. The water was scathing hot against my skin as I washed the shampoo from my hair.

Suddenly, a knock on the door. A voice mumbling as the door handle was jostled. My stomach in my throat. The door opened.

“I don’t know who you are, but you need to leave now,” he said.

The support team at Airbnb would question whether he had been too senile to realize what he was doing. The man who was repeatedly asked to leave, who left and shortly returned before verbally refusing to leave and attempting to open the shower curtain as I screamed for help? No, he was not too senile to realize what was happening. The illusion of safety is easy to grasp onto.

After all, you trusted a stranger to open their home to you. Why would anything bad happen if Airbnb tells you otherwise? It becomes easy to blame yourself. Did I lock the bathroom door enough? Did I not speak loud enough the first time? Reality sinks in hard when you need to prepare yourself for the possibility of these questions being thrown back to you by a stranger’s voice on the other end of the phone, telling you that you can trust them. Trusting another stranger to handle your traumatic ordeal with a stranger? How strange.

We were told that we would receive a refund, but the lingering trauma replaying in my head would stick with me for the rest of the trip. Our final reservation in northern California held four rooms designated for Airbnb with one shared bathroom between all of them. The illusion of safety was shattered.

The affordability and convenience of Airbnb will always be a draw. There’s no doubting that. Yet, the veil that serves as your safety while inside a stranger’s home is razor thin. Airbnb would never have known that the lock on the bathroom door was never going to function properly, or that the man in the room next to mine was never going to acknowledge a locked door to begin with.

For women to truly feel safe while booking with Airbnb, the shared bathroom would need to disappear. There is no way to guarantee a guest’s safety otherwise. All guests on a reservation should have an Airbnb account and receive a background check, not just the guest who booked the reservation. There is no way to guarantee a guest’s safety otherwise. Small steps towards something much larger.

As we checked in to our hotel in San Francisco, a wave of relief washed over me. A dead bolt on the door and the bathroom being located within our room meant a solid wall of safety, a brief interlude between the next dark bathroom down the hall of a stranger’s home.

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Nightmare at Mexico Airbnb Makes Us Leave Early

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A misrepresented listing led us to find serious issues with listing in Cholula Puebla, Mexico: three bedrooms, 3.5 bathrooms, three-story house, two years old. It was not only dirty but there was no PPE or COVID-19 sanitizing protocols or cleaning supplies even though the host is a dentist. The host said they only cleaned once a month; there were no cleaning supplies at all, so guess we missed that window, right?

We walked all over the house. There was no gas or internet. We were told to wait for the gas truck and cable company to do installs, while the hosts left. The workmen took 7.5 hrs to finish (no PPE while going up and down the three floors) you can see the installation on the photos I will include. The gas people finally showed up and the pilot was lit, immediately there was a strong gas odor. The host said it was nothing and “just leave the boiler door open” except that the gas leak was very strong all over especially in the kitchen. I should say the boiler temperature never increased from the pilot level so the gas couldn’t get worse which meant no hot water.

We called the host several times about the gas leak, and they finally said a plumber would arrive right away. They never did. I opened the rear sliding door only to be met with all types of flies and mosquitoes. We had to keep it closed. I should add the home was very hot, with no window coverings. We were told the internet would work the following day but it only worked on the first floor due to the installation plus this was an old issue they were aware of.

We gave them benefit of the doubt but couldn’t sleep due to the gas situation and being bit by fleas or bedbugs as soon as we lay on top of the bed. Add to this house wasn’t as advertised — new, modern house completely outfitted — the living room furniture was badly stained, dirty and full of dust plus broken (they were same style as listing but different fabric), and the same for the dining room and kitchen.

The upper floors were stifling hot so they had small fans everywhere. Everything had serious calcium deposits which affected the use of any water, the microwave was dirty and greasy, and everything was old and mistreated. There wasn’t one pan for cooking, just old beat up pots but no spoons, spatulas, coffeemaker, blender, even where you drain dishes didn’t have base on it so couldn’t be used.

They say they’re set up for long-term stays? Definitely not. They also gave us limits for utility use: 500 MX for gas, 500 MX every two months, (roughly $25). You pay for anything over. The host made a abig deal of utility conservation yet with a gas leak, only multiple ceiling lights, no small table lamps available so you’d use much more electricity, plus a very hot house requiring fans everywhere gives the reason for their utility limits.

We left the very next day after seeing had odor was worse, there was no plumber and the internet was still not working properly. We notified Airbnb about getting a refund. It’s been over a week and even though they replied, there has been no resolution yet.

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Host Lied About Cleaning Filthy Airbnb During Pandemic

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I have used Airbnb for years but never again. My pictures will show that this new host had no concept of what was clean and had not cleaned let alone touched high contact areas. It appears a long-term renter had been there as we were unfortunately the first guests in what they say was a newly refurbished property. They had painted bedrooms but left the kitchen and washing machine cupboard untouched: door handles were sticky, light switches filthy, dirt built up deep and when you opened the fridge door you could see the dirt build up.

The kitchen stank so badly of cat spraying and wee, it also smelt like something dead like a mouse. I told them and sent pictures. They blamed a cleaner but wouldn’t tell me who that was so I could raise a complaint and they said they would clean the next day, a day into our trip. We stayed out all day in the hole so they could do a deep clean. We couldn’t find anywhere else to stay.

We got there late the first night with our son who has Crohn’s and is a higher risk. We couldn’t get anywhere else as everything was booked and we were complying with Airbnb and giving them and the host a right to respond. Airbnb said not to cancel — it had to be done by the host. Anyway, we got back and found that only superficial cleaning had been done: no hoovering the dirt in cupboards, no cleaning next to the washing machine or the machine.

I had such a bad night with my severe cat allergy and knew something was really bad in the kitchen so I tried to find the issue. The photos of the fridge, floors, washing machine, and cupboard are after they had the chance to clean. I was fuming and told the host I sent photos to Airbnb. The host said they would refund me but are now refusing and changing their story because I left an honest review. I am still waiting for Airbnb and I will be taking legal action. The host has now posted defamatory statements about me in their reply to my feedback.

I am at a loss how people can be like this and rip people off and lie so blatantly. I have photos, I have their emails admitting they didn’t clean, admitting it’s wrong, admitting they would refund me and now because I didn’t play the game and lie on my feedback they are refusing. Had I lied I think they would have still refused, and they would have said my feedback showed I’m happy. The biggest issue for me is Airbnb and this is not fit for an enhanced cleaning program. A host gets a badge and is shown to be COVID safe when they are not even doing basic cleaning. I would love to do a class action on Airbnb to look at this and the facts.

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On My Way to Arbitration After Airbnb Assault

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I was an Airbnb host for several years. In December, I was assaulted by Airbnb guests from Canada overstaying at my rental home. I called 911, and police officers photographed my injuries at the station. My Airbnb account was closed, and the reservations were canceled.

The guest contacted me via text message about my account being closed before Airbnb sent me an email deactivating my account. I was coping with my husband’s loss and to be attacked inside of my own home was very difficult for me. Airbnb indicated that they would open a claim for my property damage loss. To this date, no such claim has been opened.

The sheriff’s investigator contacted Airbnb’s Law Enforcement Department, who refused her request for the guests’ identity. She indicated that she attempted to search for the guest’s name using department resources and did not get a return. She noted that the Airbnb guests used false information to make the booking.

Airbnb denied me the right to seek justice with my claim by refusing to provide the guests’ identity to law enforcement, who would have conducted a proper investigation. It seems Airbnb was afraid of an impartial third-party investigation. I am on my way to arbitration, and you will hear about this matter in the press very soon.

Airbnb Protects Neither the Hosts, Guests, nor Community

Due to my experiences as a host, it is my opinion Airbnb is very derelict in creating a safe platform. I recently had a guest get booked without my usual radar. He arrived with four guests instead of two and lied about the extra people not actually staying. He broke rules about staying up later and partying outside until 5:00 AM.

On the day of checkout, he wouldn’t leave — he finally did 1.5 hours late. I called Airbnb about the checkout as my cleaning people needed to get in and clean. They didn’t respond to my call until three hours later. As I watched all four of them finally check out, the booking individual took a gun out of the trunk of the car and aimed it towards my property. I have pictures of him doing this.

When I finally spoke with Airbnb about this, their agent who handles misconduct cases like this took my information. I basically requested that the platform remove this individual from the platform so that other hosts would not have to deal with his dangerous antics. This employee assured me he would protect my identity in this situation and process my complaint. Bear in mind he had a picture of this individual with the gun. He did not need testimony from this person as he had a picture, dated and time stamped. This agent of Airbnb assured me he would protect my identity.

Within hours of expressing my concern about this experience I received an angry text from this guest stating he was angry I told Airbnb about his actions with the gun, an offense that is illegal on so many levels. In my opinion Airbnb has now created a direct grudge with this individual against me and my family. He knows where I live and the activities of this property. This agent assured me that he did not reveal my name when he questioned this individual, which is all he is required to do. Well, this person had only ever booked once with Airbnb and that was with me.

This has unnecessarily created a very dangerous situation for me and I have because of this, I left the platform. I do not recommend it.

Robbed, Threatened, and Still Can’t Get in Touch

My son and girlfriend rented a room in Ft. Lauderdale. The room was not as presented, but they tried to deal with it. They were supposed to have a two double bedroom. There seemed to be some type of human trafficking going on… I can’t go into much detail on that. My son was robbed, threatened to be shot, and left the property.

They tried to reach Airbnb since arriving at the unit and could not get through to a person due to misrepresentation of the room. Police were called to the hotel. The hotel clerk told my son and his girlfriend they needed to leave before something happened. Again there was no help from Airbnb. They left the unit at 1:00 AM and had nowhere to go. Their money was tied up in this unit and Airbnb would not give them their money back.

We got a frantic phone call at 2:00 AM that the kids were on the streets. Still nothing from Airbnb. We got on the phone and still nothing. I bet if it was their kid something would have been done. I posted their story to social media and suddenly I got a call. They actually put me through the whole process three more times, telling same story, promises to do something, and promises to call back. They sent me an email asking me to state it all over again, and then after I did, they told me “because of my lack of response, they were ending the dispute.”

Every time you call they mention how the calls are being recorded. Airbnb should check their recordings and email history. I have called at least 15 times. The problem is, they know that this happened to young adults juggling jobs and school that could wear them down. But Mom won’t be worn down.

How can a company allow this? They know it happened; there are police reports. They removed this stay from their listings and they think telling me that it has been handled internally helps those kids in any way? They deserve their money back for a place they couldn’t even stay.