A home in a wealthy suburb of San Francisco was rented on Airbnb. The renters lied to the host, saying they were escaping from the fires and wanted fresh air. The host was out of town. The guests posted on Facebook that they were hosting a mansion party for Halloween. Forty minutes into the party, 50-100 people were at the house. The homeowner called the police. The police were on the way, but gunshots were fired before they arrived. One of the guests shot at the guests, killing four and sending four to intensive care. Airbnb hell for the host and the neighborhood, and the dead. Here is the story.
I booked a stay in Los Angeles from September 23rd to September 30th. My total was $2134.46. Upon arriving to the location at 3:00 PM, the host took me through what seemed to be a back entrance to enter the building and up to the unit. I asked if he had two keys as I had a second person staying with me and he told me the building only issued one.
He showed me around to the unit, told me that the pillowcases and towels were still in the dryer, and then left. Within minutes of him leaving, I noticed that the bed linens were dirty, with hair on the sheets and white stains all over the bedspread and pillowcases. I was going to just wash them myself. However, the linens that were in the dryer were not dry. I tried resetting the dryer three times but it kept cutting off.
I tried to connect to the wifi and it would not work. I then set out to go pick up something to eat. Upon leaving, I double-checked to make sure the front door was shut tight and locked. However, when I pushed on the door, it popped right open. I tried to shut it about three more times but it would not shut and lock completely. Therefore, I called the host and explained:
• The bed linens were dirty.
• The dryer kept cutting off whenever I tried to reset it to dry the pillowcases and towels that were in them. I had to reset since after the first cycle had finished; they were still damp.
• I could not connect to the wifi.
• The front door would not shut and lock properly.
The host said they never heard that before. While on the phone I again attempted to shut and lock the door hard. However, it would not shut and lock properly. Add this to being brought in using a back entrance and I did not feel safe. I could not stay in a place that does not have a front door that shuts and locks properly.
The host said I could cancel my reservation and they would give me a full refund with no contest. I then called Airbnb to follow up; the person I spoke with told me she needed to see the communication and that she had to contact the host. Airbnb called me back, saying the hosts said they would come over to fix my issues.
This turn of events was alarming since when I talked to the host they said I could leave, cancel, and be given a full refund. I tried to tell Airbnb that I did not feel safe and was uncomfortable. However, the woman on the phone aggressively ignored my concern. Being a single female, taken through a back entrance, then realizing the front door did not shut and lock properly, the hosts being two men, I was completely terrified.
I packed up my belongings and went to wait for them outside in public. By the time I got to the door, they were on the other side of it. They came back to the unit to try to “fix” the issues listed above. They showed up to the apartment with an extra key in hand. However, I was told the building only issued one in the beginning; this was also concerning.
They proceeded to come in and I stepped outside into the hall, as I did not feel safe. They tested out the door and saw for themselves that it was not shutting and locking properly. On their several attempts to shut and lock the door, they told me that I just needed to slam it extremely hard. I should not have to slam and jury-rig the doors to the highly priced Airbnb I was staying at.
When traveling as a female alone, safety is of the utmost importance. I explained to both of them that I did not feel safe or comfortable staying here and I would really appreciate if they would stick to their word allowing me to cancel and give me a full refund. They agreed so they sent a message via the Airbnb app and confirmed they would honor a full refund for cancelling due to the issues listed above and their inability to fix them.
At this point, I returned the key to them, they walked me down out of the seedy back entrance I came in, and I left. The host agreed in the Airbnb app to giving me a full refund without contesting it. I then called Airbnb again to follow up; I was told that I had to cancel the reservation to get a refund. I did that and then called back.
At this point, I was told someone was handling my case and would be contacting me. I never heard from him until he emailed me at 5:41 PM saying that he had forwarded my case onto someone else who would be contacting me.
At 7:31 I began receiving messages from someone saying that he was handling my case. He said he spoke to the host and they sent videos/photographs of the issues listed above working. These alleged photographs/videos were obviously taken after I had left, after the host agreed to a full refund because he could not rectify the issues.
Airbnb told me that they would not honor my refund. They also said that the host was claiming that I refused to give them the key until I got my refund. This is entirely not true. As I mentioned above, I handed over the key to the host when he agreed to give me a full refund due to the issues listed above, as I no longer felt safe staying in this Airbnb.
There is absolutely no reason why I would withhold the keys. A key fob is not worth the $2134.46 I paid to stay in this Airbnb. Withholding a key fob is not going to get my money back, nor provide a place to stay. The host never informed me that any issues were fixed or could have been fixed. I tried reaching out to the host several times but they stopped answering my calls and texts and blocked my number.
I asked Airbnb who I could speak with but they ignored me. I called again; I just kept being told this particular case manage would call me. He did not; he continued to message me. He told me if I had proof of all this, to send it. Therefore, I sent him the screenshots of the messages where the host confirmed he would give me a full refund since. This is what Airbnb said they needed to see: verbal confirmation from the host agreeing to give me a full refund.
I requested Airbnb call me immediately. Finally, about seven hours later from the start of all this, they finally called and did not take into account my experience, but just kept reiterating that the host sent pictures. Had the host put any effort into seeing that all these issues could be fixed when he came back to the unit then I would not be writing this; the issues would have been fixed and I would have had a place to stay. However, he did not do any of that. The host agreed to give me a full refund without contesting it and we parted ways.
I asked Airbnb for a corporate number: they said there wasn’t one. Therefore, I asked to speak with a manager and he finally got us on the phone with one, who said an investigation would be launched.
I am appalled at this level of service. The constant run around with Airbnb customer service has taken up my entire day and ruined my trip. My brother was getting married and this week started in tears and fearing for my safety. Not only did I lose $2134.46, I am 3000 miles away from home without a place to stay.
This Airbnb host has scammed me. I deserve a full refund. My request was simple: I wanted a refund for the full amount which I was told from Airbnb customer service that the host had to agree to, and they did. There is no way I could have stayed in an apartment with a broken door, being taken through a back entrance and then having the host make false claims after confirming he could do nothing about the broken door, the dryer and wifi not working, and would give me a full refund.
This completely ruined my trip and overall experience with Airbnb. I have called numerous times, I have spoken with several “case managers”, I have been told ad nauseum that someone will be reaching to me and no one has. I then had to spend another couple thousand dollars on hotel accommodations.
I have had nightmares following this incident of someone breaking into my hotel room and doing terrible things, all because of the traumatic experience I went through with this Airbnb host and the company. I deserve a full refund for the hell this host and Airbnb’s customer service has put me through during a time that should have been one of the happiest moments for my entire family.
I am glad I found this site to help me learn I was not alone in this nightmare. I wish I would have found it before booking but I will make sure everyone I know knows about it before they consider booking with dirty Airbnb.
We are three girls and one boy from San Francisco, traveling to NYC this past weekend. The Airbnb nightmare in NYC resulted in two intrusions in the middle of the night that ended up with the police escorting the host out. Airbnb support “apologized for the inconvenience” and this guy is still renting on the platform.
The first red flag was that the host never gave us the address to the apartment after asking numerous times until right before our plane was going to take off. We had to call Airbnb support and we were not sure if we would have a place to stay that night. He called us after Airbnb support was involved and the first thing he said was “I am EXTREMELY BUSY”. Finally we got the address. He acknowledged his tone in the text.
The second red flag was after we saw how dirty, and not true to the description the apartment was (expectation vs reality here), the host cancelled the posting. We had to find the original images using a website cache. We called Airbnb support and they gave us a refund and a 60-dollar coupon to rebook a room. Since it was 5:00 PM on the last night we were staying in NYC, we confirmed with them if we could stay another night. They said yes, and that they would take care of the payout to the host.
On our last night, shit started going down. At around 11:30 PM a girl walked in with suitcases and keys. We were all shocked. She said she got the keys from a mutual friend and thought she could stay here. We were dumbfounded and said we are here for another night. She left after that. After that we were scared of another guest intrusion, so we propped a chair against the door.
At 12:09 AM we were awoken with loud banging and kicking on the door. An angry man’s voice shouted: “Get out of my fucking apartment! Open the fucking door!” on repeat. We cracked open the door. It waas our host and his girlfriend. He threatened us that he would get into the apartment “either nicely or not nicely.”
One of my friends (a licensed lawyer in NY), asked if we could have a civil discussion. He said yes, and we let him inside. He ordered us to sit down. He had a large duffel bag with him that made a huge thud when he let it down. I called 911 at the start of the break-in but I didn’t have pants on so I stayed in the room, only coming out after the 911 call ended and I found a pair of pants from one of my friend’s on the floor.
During the confrontation, he was very agitated and smoking the entire time. Apparently the large hole in the kitchen only happened Saturday morning (we arrived Saturday afternoon at 3:00 PM) and he just didn’t have time to take care of it. That’s some fast acting mold. He was very upset that he was “not getting a dime from us staying here,” plus he got fined on top of our stay.
He demanded to be paid either from Airbnb or us, right there right now. He called Airbnb support there, and demanded to talk to “the highest level staffed personnel there.” I don’t think they listened to him. He later hung up. He calmed down a bit after seeing the messages we showed him saying we are staying according to instructions and Airbnb will pay.
He threatened to call the cops. I told them not to worry; I already did. His girlfriend was trying to de-escalate the situation after this. It seemed like it was not the first time she had seen this happened. He works from 9:00 to 5:00 so that’s why he missed all the calls. However, he did not miss the phone call at midnight from the new tenant telling him we were in there.
We interrupted his $200 dinner with his girlfriend (I thought he worked from 9:00 to 5:00? Who is eating a fancy dinner at midnight?) He avoided questions on why the apartment was so dirty. The cleaning fee was $100 – what was that spent on?
The police then rang the doorbell. Thank you NYPD; you guys are the best. They arrived so fast. The host and his girlfriend left and never came back. The policeman came up and told us he would make sure he didn’t come back and the policeman would walk them out. He told us to barricade the door again in case they came back.
Two of my girlfriends suggested we book and move to another room and I said I would not let him win. We all slept there that night although not very well. This whole time, the host never bothered to respond to Airbnb support, or our messages, or reached out to us to let us know about the new tenant, or the fact that he was coming to kick down the door with a heavy duffel bag. He left it at our apartment and we did not look inside.
What was really surprising was Airbnb’s response. They just apologized for “the inconvenience” and told us to leave feedback on their website. This guy is still out there renting to people. What baffled me was this apartment had 100+ great reviews and the host said he has been renting for six years.
Airbnb asked us what else we wanted after the refund. We don’t care about the money. We don’t want any more people falling for his fake pictures and this crazy guy breaking into your apartment at night. Our full booking was only around $360 a night, so we care more about taking this guy off the platform than the actual refund.
This is a long one. Ten friends and I are in college and were traveling to Austin. We booked a apartment that advertised it could host 20+ people. We showed up on Friday around 8:00 PM. We were unable to get in. We called and texted the host numerous times, to no avail. The keypad entry finally worked about 30 minutes later. During this time, a neighbor welcomed us by flipping us off when he saw us.
After getting inside it was clear the apartment hadn’t been cleaned: no sheets on beds, no toilet paper, trash bags, shampoo or other listed amenities. Again, we reached out to the host (still no response). There were seven glasses and four dishes, not a fully stocked kitchen as advertised. We had no other choice but to stay (since we had paid up front and we are broke college girls).
On Sunday night (we had rented through Monday) we were awakened by a uninvited guest who was able to get into the apartment. That’s correct: a man entered at midnight refusing to leave because he said he had rented the apartment and wasn’t going anywhere. Thankfully the neighbor who welcomed us with his middle finger jumped into action when he heard the commotion and literally kicked him out for us.
Airbnb is slow to respond and has wasted hours of our time, and the host is now threatening us if we leave a bad review, saying that he will tell Airbnb we were extorting him. We don’t need a refund. We need this shady apartment and host removed from the platform.
I recently traveled to New Orleans with three other couples. I did not properly investigate the neighborhood and when we got there we discovered we were in a high-risk crime neighborhood. While we were there we had to run to the local Dollar General store and witnessed an assault of a homeless man right before our eyes.
There were no negative reviews mentioning anything about the neighborhood. I asked the host and her words were “it is a perfect neighborhood”. We went into the local chamber of commerce and Tripadvisor offices for things to do on our first day and both places stated we were in a very scary neighborhood.
I reached out to the host to ask her in the future to tell the truth about the neighborhood. I even tried to post a negative comment but they did not post it. Trulia is a great resource to see crime stats for neighborhoods instead of believing the reviews. Airbnb obviously does not post bad reviews. Has anyone else had this problem?
During my checkout, the owner of the apartment held me against my will inside the bedroom of his apartment because I told him I wasn’t going to pay for the already faulty shower screen door.
During my stay, the shower screen door broke off from the hinges and fell on me. I then removed the door completely as it was dangerously hanging off its hinges, which I then placed aside. I sent a message to the host (the daughter of the owner of the apartment) and explained this to her.
During my check out – and just before this all kicked off – the owners of the property came to the front door and I invited them inside. I was running a little late during due to my packing, and they were kind enough to give me a later checkout. As I was in the bedroom zipping up my bags, they inspected the shower screen door. They came back to the bedroom and insisted I pay for it there and then.
When I declined this absurd request and told them to take it up with Airbnb, things got nasty. We went back and forth a few times on the matter until he lost his temper with me and he began raising his voice. I told him I was leaving the apartment which is when he locked the bedroom door with me inside. He told me that he was going to lock me in until the police came because I owed him money for the apartment.
When I tried to leave, he became physical with me and pushed me back into the bedroom. I ended up ripping the door from its hinges so I could escape. I made a run for the front door, where he tried to do the same thing. I forced my way out the front door and managed to get free. It wasn’t without injuries and damage to my property. I sustained a torn ligament to one shoulder and a dislocation to the other.
During the ordeal, irreparable damage was also done to some personal belongings inside my luggage. I am now trying to figure out what to do in terms seeking damages as a result of this experience. Any help in terms of being pointed in the right direction would really be appreciated.
We stayed at an Airbnb-hosted accommodation near Slough in Beaconsfield previously and were planning to visit again. It’s a clean budgeted accommodation, with CCTV only installed inside the premises. We had an incident on the host’s driveway, which was distressing as we felt quite unsafe.
The host herself confessed a spate of burglaries in the neighbourhood. When we asked the host about a CCTV on her premises, she immediately said it was not on the outside as if she knew something has happened. Moreover, we were surprised that the host, as well as the Airbnb staff, were unempathetic and unhelpful. No consideration was given to guests’ safety.
We have cancelled all our future bookings at this place. We have used Airbnb in the past for may years. This is the first time we have had an unfortunate incident, and Airbnb customer support was very unhelpful.
We asked the Airbnb staff about the host not mentioning the CCTV in her listing, but the customer support insisted that the host did. When I asked Airbnb staff to show evidence of this, no response was received. Also, I requested to check when the host last updated her listing, and there was again no response from the Airbnb team. The Airbnb team also refused to refund the booking amount in full despite cancelling the booking two weeks in advance.
We have also used many American products and services in the past, and their services have been very customer-oriented. Special circumstances are always given an extra bit of attention. We have used Airbnb for many years and recommended it to others.
However, after this incident, we felt that the safety of the guest was not a priority for Airbnb. For that reason will try to avoid using Airbnb whenever possible and would not recommend it to others. We also plan to write about this incident and the way the untrained Airbnb managers have handled the situation on various blogs and websites and discourage people from using it.
We returned from a weeks trip to Trulli Margherita, a traditional Puglian villa located in Gorgofreddo, Puglia, Italy. We experienced a number of complaints and inconveniences, as well as one distressing, near fatal electrical fault, that unfortunately put a dampener on the rest of our stay.
Although Airbnb and the host were quick to handle most of the complaints we were certainly not happy with how our main complaint was handled. To summarise our complaints briefly:
- The electrical plug-in fan caught fire, causing a plastic smelling smoke to fill the bedroom in which our 6-month old baby was sleeping.
- There was no air-conditioning in the bedrooms.
- ‘Trulli shaped’ wood-fired oven locked away, not for guest use.
- Bedside lamps to the second bedroom were not working on arrival, maintenance had to be called to replace them.
- The house bathroom shower valve broke, maintenance called again.
- Maintenance again called to provide more wine glasses
Our main complaint about this listing would be about an electrical plug-in fan provided in one of the bedrooms. To our horror, it caught fire and filled the room with plastic-smelling smoke. Our 6-month baby was sleeping in this room, so you can understand our distress at having to rush him to A&E to check he was okay. Please note we were sat outside in the courtyard area, checking on him at regular intervals as well as keeping an eye on him via video monitor.
After a few hours in the hospital, trying to convey the issue with a major language barrier, he thankfully checked out okay, but on doctor’s orders we had to follow up with another hospital appointment the next day and a further GP’s appointment again once we were home to be certain. This added incredible stress and anxiety to us for the rest of the holiday.
The host, although quick to respond and apologise for the incident, only offered a mere 10% refund as an apology (a sum we would have expected for the misleading description about the wood-fired oven alone), and no explanation as to whether the appliance had been checked over beforehand. We felt rather insulted at this small offer and upset the matter had not been taken more seriously. If we hadn’t checked on our baby at that time, the situation could have been a lot worse, even fatal.
Please note there were no fire alarms in the property that would have alerted us to this incident. We were further insulted during a phone call with the host where they stated the 10% refund from the owner was offered so we didn’t write a negative review – a rather tactless remark to make about their own self interests, in light of the serious nature of the incident.
To add insult to injury, during further discussions with the host after we arrived home, they claimed the fan was only for decorative use, and that we shouldn’t have been using it in the first place. This was never stated in writing or conveyed verbally during check in. If this were the case, why would they place a functioning fan in a bedroom if it were not for use in the first place? Especially a room with no air-conditioning? Very misleading if true, but we feel they are now only saying this to relieve themselves of responsibility and to avoid a case of negligence in terms of electrical safety.
Our next complaint would be about the ‘Trulli shaped’ wood-fired oven that is listed in the description of the property. On arriving at the property, we noticed it was actually locked away. We enquired with the host about this and they apologised about the misleading description and offered for the owner to come around and light it. Although a kind gesture, this was inconvenient and inflexible for us – we did not particularly want to ‘book’ in a time with the owner.
Overall it was disappointing, as the amenities and features of the property were some of the reasons why we booked it in the first place. Air conditioning is listed as an amenity; however, it is only offered in living spaces, not bedrooms. Again, a rather misleading description of the property. We had a few restless nights’ sleep due to the heat as a result.
The other maintenance issues, although not serious in nature, were just more inconveniences to us during our stay. We certainly got to know the maintenance man very well. Aside from our complaints and credit where credit is due, the Trulli itself is very charming and cosy – maybe a little basic – but perfect for a family getaway.
The real seller, however, is the spacious external, covered seating area and poolside. It was a shame the wood-fired oven was not for use, as we were looking forward to making pizzas out there. Other than that, the area was very good for evening dinners and sunny days lazing around the pool, which is exactly what we were after.
The area itself is a bit off the beaten track (hire car a must), but this rural setting was exactly what we were after. Within walking distance there is a well stocked ‘corner-shop’ as well as a charming pizzeria. Alberobello and Castellana Grotte (amazing caves) are both a 10- to 15-minute drive and well worth a visit. Monopoli and the surrounding beaches around 20-25 minutes and again worth seeing.
Unfortunately as a conclusion, I cannot recommend this listing to anyone, not until the owners, the host or Airbnb confirm there has been some sort of electrical safety check to assure users it is safe to stay in. They also need to go back and accurately re-write the listing description about he wood-fired oven and air-conditioning. A real shame, as otherwise it would have been a good stay.
I am trying to get this Airbnb shut down. I have emailed Airbnb several times. Now, I am sending a letter. This borders on criminal.
Four people were sexually harassed so badly, they fled. Guest #1 was a middle aged woman, alone. The host had loud, domineering sex in his room next to women. She fled, fearing that she might be raped. Guest #2 was very young girl, 18-21, traveling alone. The host walked her upstairs to the room. he said or did something so inappropriate, the girl got in her car and left, right then. Guest #3 was a young woman, staying two nights a week for work. The host texted her outside of the property, wanting her to “hang out/party.” The host wanted sex, harassing her. She found another place to stay.
The host is an alcoholic. He is drunk every single afternoon until 1:00-2:00 AM. He stumbles around his lawn naked, urinates naked on the front lawn, and has women perform sexual acts on him out front/underneath guests’ windows. He just got out of jail a few months ago for assault/domestic violence/breaking a restraining order.
He drives guests drunk. it is illegal for him to drive, unless a breathalyzer is installed in his car. The host drives his mother’s car, or guests’. The host had sex with a guest he just met. He let her run the Airbnb (his house with his 84-year-old mom), while he was in jail for over a year. He also had a homeless young couple run the Airbnb, his house, his mother, after his release, so he could fly and spend a month with a female guest he had sex with.
The couple stole, and called police about the host waving a gun in their faces. The gun was found in the living room drawer. The host lied, denied having one.
Guest #5 was male. He paid cash, an under the table deal. The host asked him to have sex with him and one other person. The guest had to find another place to stay. He worked in Vermont. The host will use guests for anything he can get: sex, drugs, alcohol, or to lure women in to take care of his mom, cook and clean, and have sex with him.
He is currently manipulating a middle age women, alone and starting over, to move in, cook, clean, and use her for sex. He does not care who he hurts, as long as he gets what he wants.
Pathological liar. Unstable sociopath/narcissist. I can’t believe Airbnb lets him host. Would they want their mom, sister, or daughter staying there?
My daughter, best friend, and I visited Halifax for a long weekend expecting to stay at a comfortable, new clean condo which is not what we got. When we arrived to the address we were shocked to see a full on construction site. This property was still being developed. The exterior of the building looked completely unfinished and there was no marked address. The building was completely covered in scaffolding and the grounds were a construction zone with workers and machines all over the place.
We drove right past it because we couldn’t even imagine that it would be possible to list a place on Airbnb that had not fully been built. Our host had not sent any check-in details as he had promised to do. Picture three women traveling and arriving to this sketchy construction zone without any check-in details.
I texted him and there was no response. I finally called a phone number and spoke to a woman who seemed like she worked for property management company who advised me that the cleaner was still cleaning up the suite. They finally sent us check-in instructions but the lockbox was empty. Thankfully the cleaner came down and was quite nice and offered to let us put our bags in the unit and that she wouldn’t be too much longer. We opted not to do this and grabbed some food while I scrambled to find alternative places to stay for the weekend.
Upon getting the key, we parked our rental car in the most shadiest, filthy dump of a garage where there was piles of garbage and barely any lighting. It felt dangerous, dirty and totally unsafe. The unit itself was as the pictures presented. Not sparkling clean, more of a surface clean and the windows were disgusting, covered in mud from the construction. The lobby and hallways were unfinished and the same went for the elevators. It was all very sketchy and unsafe.
It was also quite warm in the unit. I had asked the host if there was AC as many reviewers had mentioned there weren’t any. He said yes, which was not the case – he had two upright fans, not an AC unit. Unfortunately, I couldn’t find an alternative place to stay as the city was hosting a film festival along with back-to-school events and there weren’t any other places to accommodate the three of us.
On Friday morning we were awoken at 7:00 AM by drilling sounds that felt like they were taking place outside our window. I even wore earplugs but that didn’t make a difference. On the last night of our stay I messaged the host to see if we could check out half an hour later at 10:30 AM. Please note check in was at 4:00 PM and check out at 10:00 AM, rather early and late by normal standards. He flat out refused, making up some bullshit excuse blaming the cleaning company’s policy that the cleaners are scheduled to be there at that time.
The next morning he must have felt bad and sent me a message at 9:30 AM saying a half hour was not going to be too much of a problem. At that point it was too late. We wanted to get the hell out of that that construction disaster. I would not recommend this place to anyone. The reviews noted construction which differs from you are staying at a construction site.