Host Shows Deceiving Pictures of Airbnb Room

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This host’s room at a Hollywood, Florida ocean resort was a complete dump. She posted pictures of the room to be nice and clean. When we got there the room smelled of mildew and an old motel room.

The room isn’t updated. It has a worn out kitchen area, and bathroom. There was a stain on the toilet seat so I knew they didn’t clean the bathroom. The bed cover had a stain on it, and there were dirty utensils. I couldn’t deal with it. Even my ten-year-old didn’t even want to sit on the bed. He told me he was gonna lay on the chairs if we had to still sleep there. Even my mother didn’t like the place.

The hallways were dirty and the carpets too. The people staying there looked sketchy. The lobby ceilings had huge water stains and holes. Airbnb wasn’t really a help by taking down my review which I couldn’t believe. I showed them the pictures compared to the ones she posted and they still didn’t budge and only apologized and gave a refund. I had to pay for one night and the cleaning fee which I felt I shouldn’t have had to pay, especially checking out an hour later.

Airbnb stated I should have called them before checking out and would have gotten my full refund. They don’t state that in their policy at all; they just state to contact the host. From here on, I am not booking hosts with few reviews.

Airbnb Charged Us Over $5,000 When We Didn’t Stay

We rented this unit at an Airbnb hotel for 7 nights and paid over $5,000. When we arrived we realized that the hotel was not accurately described and the most important details were left out.

This hotel sits behind a sister hotel and across a busy street. The host purposely deceived us with interior photos, very few street photos and very brief description to keep it to her advantage. To our shock, when we scouted the area we realized we had to cross a busy street in 100-degree weather with three kids. We noticed a homeless person screaming and doing her business in public.

We asked at the hotel if this was on a daily basis and locals confirmed. We arrived at 10:00 AM and check in was from 4:00 on. The host promised to let us store our bags in the room and that way we could also take a quick glance at the room. When asking the front desk about this, they said that they could not accommodate us and did not allow us to see the room or store our luggage.

We went to see where the pool was and found out that it was packed like sardines with an outdoor movie theater that did not work. Around 11:00 AM I had had enough and contacted the host to let her know we were not going to check in due to the resort not being safe and as advertised.

She is refusing to return our money. Airbnb is trying to resolve this issue. Discover card doesn’t care so we are stuck. I feel like this host robbed us. She is literally taking our hard-earned money and has the power to do whatever she wants. I am appalled this is happening in the United States.

Who can and is able to help? How can we get our money back?

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.

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Airbnb Host Warns of No Air Conditioning During Heat Wave

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I had planned on having a fun, relaxing weekend for my husband and booked a cute cabin in Flagstaff, AZ for Father’s Day weekend. It was listed that there was no AC but that it is cool in Flagstaff and not needed. Based on the reviews, I didn’t think twice honestly.

I booked his airfare (I was going to drive to Scottsdale to stay with family with our two boys) to meet us in Scottsdale and researched hikes in Sedona. Upon checking in to the cabin, it was cute and had everything we thought we’d need for the weekend. It was 86 degrees F upon check in, but noticed that the host had left the largest window opened and it was 101 degrees outside. I was a little annoyed but figured once we left the windows open all night and immediately closed them upon waking up that it would in fact stay cool as the host left his “stay cool tips.”

Well, the joke was on us. It finally got to 71 degrees F at 4:00 AM. We couldn’t sleep comfortably at all. The kids tossed and turned (ages 1.5 and 8) and it wasn’t until 4:00 AM that I was able to finally fall asleep for two hours. We got up around 6:00, closed the windows and headed for Sedona. After hiking for a few hours we headed back to the cabin. It was 86 degrees F in there, again.

I reached out to the host while nursing a migraine and dealing with three very very grumpy and miserable boys. He basically told me that it was a heat wave and outside his control. Which yes, I understand he could not control the weather, but I mean come over and check out how hot it is. Bring over fans or a portable AC (we paid him enough), get us a cheap hotel with AC, give us a partial refund… anything. He could not have cared less honestly.

I ended up having to take a cool bath with our baby to just calm him (and myself) down. My husband had started packing because we couldn’t imagine staying another night like we already had. I messaged the host again to let him know it was now 93 degrees F and there was no way we could stand another night there with it being that hot. I asked for a partial refund (we checked out with 24 hours of check in) and was told no, that his cancellation policy said no refunds.

I can’t imagine treating anyone like that but especially knowing how hot it truly was. To expect us and kids to stay in that is infuriating. It was mostly disappointing that someone could be that selfish and cruel. After reaching out to Airbnb, I was ghosted for two weeks. I decided to just call and was told “unfortunately the host said he won’t issue a refund.” I explained the situation to the gal and she was very nice but not very helpful. I was told she was going to reach out to the host and see if he’d change his mind basically. I told her it was unlikely and asked if I’m basically out all the money even though we checked out within 24 hours and she said I could escalate it to some Airbnb team and go from there.

Well, now I’m being offered a $100 coupon. All I want is my partial refund for the night we couldn’t stay. We didn’t even ask for a refund for the night from hell. I can’t believe the host and Airbnb just wouldn’t do the right thing.

Airbnb Host Tries Bait and Switch Over Memorial Day Weekend

This is the letter I wrote to Airbnb about my experience:

I am writing to tell you about my horrible Airbnb experience in the hopes of getting some resolution. My family and I have used Airbnb several times and never had a bad experience before now. We are so devastated by what has happened to us that we will never use Airbnb or VRBO again.

I have reached out to customer service three times with no result. I get the impression that I am calling a call center in another country and that the people that are answering the phone are just telling me that my issue is being investigated with no result. I have reached out to the Better Business Bureau, the Virginia Beach Police Department, and the Virginia Beach Housing Authority. I will be seeking the advice of my attorney. I have also discussed the situation with my bank’s fraud department and they are conducting their own investigation.

We booked a condo on May 13, 2021. We planned to take our 16-year-old daughter to Virginia Beach to see the beach, aquarium, and Norfolk Botanical Gardens. As we were leaving around 8:00 AM on May 28 I looked at the listing to see what the check-in procedure was and it said there was a lockbox. I messaged the host on the Airbnb app and she asked me to let her know when we were an hour away.

I messaged her again at noon to tell her we were an hour away. She said the house wasn’t ready and check in was at 3:00 PM. I told her no problem, I was just letting her know when we would be arriving in the area. Then she called my cell phone and said something about how she was waiting for a delivery but she would try to get the house ready for an early check in.

We arrived at the condo at 2:30 PM. We called the host and let her know. She sounded flustered and said that the toilets were broken at the condo and that she was waiting for a couch to be delivered. She told us she wanted us to stay at her other property, that it was brand new and we would be the first guests. She gave us the address. It was 15 minutes away.

When we arrived we were shocked and disturbed. The apartment was in an unsafe looking neighborhood in what looked like Section 8 housing. When we walked into the apartment it was hot, there were boxes of her personal belongings in the middle of the floor, the furniture was unplaced and still had tags on it. There was only one bed and only one bedroom was furnished. There was no TV.

She offered to blow up an air mattress for us. She said that she was waiting for a bed and mattress to be delivered. She called the delivery company and put them on speaker phone. They told her they didn’t know when they would arrive. She instructed us not to tell people that this was an Airbnb and to tell people that we were her friends. We told her that we were going to get a cold drink and called Airbnb and spoke to a young lady and told her what was going on. She said someone would email us.

We went back and told the host we were uncomfortable and asked her to cancel. She said she didn’t know how and suggested that we call and lie and say that we were cancelling due to COVID. At one point she handed me her phone and asked me to help her figure out how to cancel. When I cancelled the trip on her account it said that the trip had been referred to a support team. She then said that the toilets were fixed and that we could go back to the original condo if we wanted to. We didn’t believe her and didn’t feel safe interacting with her anymore.

We left and as it was a holiday weekend it took us two hours to find a hotel. I called Airbnb again that night and spoke to a young man who informed me that he may not be able to help me because we didn’t take pictures, but that he would try to help me. He said he would contact me with updates. I never heard from him again. I called and spoke to someone the next day and she said that she would investigate and update me. I have not heard from anyone.

I am a social worker in private practice and my husband is a mechanic. We cannot afford to lose $828. This has been an incredibly upsetting experience for us, particularly as the whole thing happened in front of our 16-year-old daughter. This trip was a treat for her as she has been cooped up in the house for a year doing online learning. I am appalled at the customer service I have received from Airbnb. I implore you to help us resolve this issue.

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Shalom Home? More Like Cold, Dark, Nightmarish Airbnb

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We recently stayed in a very cool home in the mountains of Glenwood Springs, Colorado, but it turned out to be awful. I tried to post an honest respectful review on Airbnb, it was quickly removed. When I asked the customer service rep how many reviews the host had had removed, the representative went quiet.

First of all, the host seemed to be represent herself as Jewish. When I walked in, she had Christian music playing and there was Christian and Republican literature all over the house. Was she hoping to convert us? My friend mentioned how lucky she was to live somewhere so beautiful and she told us it wasn’t luck, it was Jesus.

When we came home the first night after skiing all day and swimming in the hot springs all evening, the lights didn’t work, but we were too exhausted to say anything. The next day, the sun was out and we forgot all about the lights. We tried to shower, but the water would not get hot. I asked the host about it and she said to let it run. We let it go for a half hour and it never heated up. My ten-year-old daughter tried to take a cold shower but came out crying hysterically because she was shivering to the bone. Five of us didn’t shower for four days.

When it got dark that night and we realized there were no lights, my friend was trying to turn on one lamp and a sharp edge of a decorative wrought iron leaf sliced her hand open. When the host came to figure out the lights, she dismissed the cut as nothing. We did get the lights working, but the TV was useless. We took a photo of the lamp and the cut and Airbnb did nothing.

The host also stated in her rules that we could only eat in the kitchen. There were two chairs and a tiny table so I told the kids to go ahead and eat in the living room because if she couldn’t provide electricity and a shower in the 21st century, then I don’t have to following her eating rules. That night we had bought firewood to build a fire and sit around and enjoy the great outdoors of Colorado. When we returned, the host told us that the fire pit was closed for the season, but there was no mention of this in her description. She sent us the rules after she decided it was closed.

I tried to post this all on my Airbnb review, less the Christian stuff because I wanted to keep it unbiased and stick to the facts even though her proselytizing made us very uncomfortable, but it is her house and those books wouldn’t cause a bacterial infection like open wounds and not bathing. Airbnb took down the review and said it was not in accordance with their policy. Not bathing during a pandemic is okay to Airbnb?

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Airbnb Host Repeatedly Lied About Cleanliness

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I booked an Airbnb apartment for the weekend of Oct. 23-25 for me and my daughter. When I initially made the reservation, I listed one guest not thinking that it mattered that I was bringing my 15-year-old daughter with me, since it was a two-bedroom, two-bath apartment.

Upon arrival, the host met us and gave us the key with a list of rules while staying. My daughter and I then left to run errands before we got settled in. When we returned, we had our shoes on as we ran back and forth to the truck to gather our belongings. Then put our own socks on while in the apartment. One of the rules was there were to be no shoes while in the apartment and she supplied socks for guests. Being that COVID does exist, we chose to wear our own socks.

We then toured the apartment and began to wipe everything down. When I went into the guest bathroom, I noticed that it had not been cleaned. There were old bars of soap in the tub area, splatters in the toilet as if someone just had diarrhea, toothpaste on the mirror and hair on the floor. The floors had not been vacuumed and there was food in the refrigerator.

I texted the host through the app with my concerns of the cleanliness. She came and cleaned the toilet and that was it. When I asked her if someone was living in the unit full time, she said yes. So I asked her about the other issues such as the leftover food in the refrigerator, she said it must have been from the prior guests. That was the first lie.

I grabbed bleach and bleach wipes and began to clean the unit myself because we didn’t have anywhere to go on such short notice. When I wiped down the kitchen counter tops, my Clorox wipes were brown. While wiping down the remote in the living room, I noticed that there was a camera on. I immediately unplugged it and called Airbnb customer service.

In the apartment listing it states that there is an active recording camera at the “door way,” but this camera was actually in the living room recording our every move. I told the representative that we wanted to check out because we were no longer staying there. My daughter had undressed in the living room area and was now paranoid. The representative sent me a policy stating that the host can have a recording device in the common area and it must state that in the listing. Well, that didn’t happen. That was the second lie.

They reached out to the host with all of my concerns and she said that there was nothing she was going to do. Although the policy states that I have the right to check out when I arrive and receive a refund for the nights not stayed, she still refused to refund me my money. The next morning I texted the host myself with my issues, saying that we were uncomfortable and that we were leaving at 10:00 AM.

She then called me on the phone with an attitude saying that Airbnb contacted her with my concerns and still refused to refund me for the next night even though I gave her notice. She also said that she noticed that I had a guest with me when the rules said that would be grounds of cancellation. Keep in mind, the “guest” was my 15-year-old daughter.

She then said that she noticed that we had shoes on while in the apartment. Again, we were going from the apartment to the truck to get settled. She claimed she cleaned the apartment herself and it’s not her fault that I had expectations. Well, I am a clean person and if I’m renting anyone’s place using my own money then I do have expectations for cleanliness.

She began to yell over the phone so I hung up on her. My daughter and I ended up leaving and checking into the Marriott, which was another expense for me. A case worker contacted me over the course of the weekend, but as of today, there has been no resolution.

I find it disappointing that Airbnb would be okay for a host to have an active recording camera in the living room, violating one’s privacy, and the fact that they find it okay with a host having a listing that nasty. I have never had a bad experience from a host and the lack of concern from Airbnb is very troublesome.

Every time I rented, the host always left a good review about me. When I went to leave my review, they said that I missed the cut off time to do so. I was told that I only had a few hours after my check out time, but again this was no concern of theirs. I did get pictures of the apartment and will attach them to my post.

My biggest mistake was over overlooking the fact that the host only had one review at that time. Save your money and the headache and rent from a host that not only cares about the money, but their guest’s peace of mind.

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Thanksgiving Not Happening at This Airbnb

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I’m grateful to find this site to post on and I hope that it is read and saves others from being put in an unsafe environment.

I made my reservation in Austin, Texas for my family to spend Thanksgiving together. The host’s home sleeps 16, has a pool, and is in walking distance to great restaurants and shops downtown. He just left out that the home is surrounded by homeless people, tents, trash and the walk might be one of a life time. This is devastating to see and a horrible situation for many reasons. I don’t think it’s right be able to have an Airbnb surrounded by this issue without stating it somehow.

I recently moved to Austin and was going to be downtown. I was excited to look up the address disclosed after I reserved it, to check it out. When I was getting close I’m not sure if my eyes or mouth were opened bigger from the shock of what I was going into. The pictures were taken in the daytime (couldn’t imagine it at night) I also felt horrible taking these pictures; they aren’t great because I was driving by but explain why I cancelled with no refund.

The host kept $1,000 with over three months’ notice for canceling because I didn’t want my family to be uncomfortable and be safe surrounded by the homeless situation. All I could think about was my nieces and nephews and putting them in such a devastating environment for the holidays. Great way to introduce them to my new hometown Austin so they look forward to visiting Aunt Angela never again.

Airbnb Doesn’t Care About Mice, Apparently

My child and I were supposed to stay June 21-22 at this Airbnb property for  a bit over $1100, the price of a 5-star hotel. The first night we woke up at 4:00 AM from mice crawling on us. My child screamed and threw a mouse on the floor from his bedsheets. Mice in Colorado carry the deadly Hantavirus.

We packed immediately and left. While I was putting the luggage in the car a mouse jumped out of my suitcase and landed on the ground. I was able to take a picture of it. When we  got to an area where there was cell phone coverage I contacted the owner. She started screaming at me that I was crazy and that there were no mice. She expressed no concern about our safety and well being.

I cancelled our reservation online and sent an email to Airbnb. I called them immediately and stayed on hold for several hours without them answering. I tried to call them for the next several days as well to no avail. We slept in a hotel. The host refused to give me any kind of refund.

After a month I complained to the Better Business Bureau and finally Airbnb replied. They pretended to the take the matter seriously and looked at the mouse picture and the receipt from the hotel . They said that the host did not want to issue a refund and there was nothing they could do. They sent me $50 back out of the $1500 that I paid, a “refund of the cleaning fee.”

I asked them if this meant I had to stay with my child at the Airbnb property with mice crawling on us and they said we had to leave but they would not issue any refund.

Airbnb Made Me Pay for the Grimmest Cottage Ever

I booked an Airbnb holiday cottage for a week in Aberdovey, North Wales, in good faith based on the information given in the Airbnb listing. I turned up after driving for hours to find a drab, damp, dark, dated, depressing and smelly cottage situated on a dangerous road — totally unsuitable for children. We left after ten minutes of walking into the property having paid £603 in total for the booking.

I raised a complaint with Airbnb within 20 minutes of leaving the cottage. The result is that Airbnb gave us a £50 refund of our total £603 we paid. It seems they sided with the owner rather than the guest. It seems they tend to do this as a rule. So as a guest if things go wrong, be warned you will lose your money and Airbnb will not help you, no matter what they say.