Fleas, Cockroaches, and a Late Check-in

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These Airbnb hosts made us wait an hour and a half after our check-in time to actually let us check in. Our dog caught fleas and there were live cockroaches, dirty floors, and a slimy shower. The hosts actually admitted to all of this. They said we broke their blinds when we never touched them and tried to charge us for it. They said I never paid the pet fee which is insane because we texted them like a month before our trip to pay it but they never responded to let us pay.

I reported all of this to Airbnb to which they sided with the hosts even with all this proof. They said they must stick to their guest policy and sent me a link. I went through the policy and showed that it said less than 24 hours after the trip ends, you can get a refund worked out. I told them if they want to stick to their refund policy then they should take the time to read their own policy and circled where it said that they would work out a refund less than 24 hours after a stay. Then I showed them that I messaged them in less than 24 hours.

The person I was speaking to said that it stated “24 hours before.” I zoomed in and screenshotted where it said “after,” circled it, and sent it to her again. They closed the case.

Even with Roaches, Guest not Sure Who to be Upset with

blankThis isn’t a clear cut black and white Airbnb horror story. There are some things I should have been more aggressive on, but in the middle of a pandemic I feel it fair not to be too aggressive because for all I know this could have been my host’s only source of income.

To begin, I walked in and the place was very much not clean. I was given a warning by my boyfriend, to which he felt the judgement call up to me. To be honest, my mind was on their cute little pig that met me at the door; he was so sweet.

I quickly looked around and noticed maybe one or two critters. It was no big deal; it’s getting warm and in Mississippi the critters start coming out. My boyfriend is definitely a city boy so he freaks out about everything. I messaged the host telling her exactly that.

However, I was wrong. It wasn’t until really late into the night that more started coming out and they were huge. That’s when I really looked at the place. The kitchen sink wasn’t cleaned (why did I pay a cleaning fee?) and under the bed/chairs/sink there were enough either droppings or roach body parts. I was disgusted.

We couldn’t find a place to book that late at night so we were stuck one night. I kept joking that my cat would defend us from the roaches while we slept (I couldn’t sleep that night). The next morning we were trying to get out to the Marriott that I booked. The pig says good bye on the way out (he really was a sweet pig and I’ve never seen a pig run to me until that day).

The host at least refunded me for the other days, and as for the cleaning fee I wasn’t very aggressive because as I’ve said before I’m not sure if this is their only source of income. They also let me bring my cat without putting in a pet deposit.

I contacted Airbnb later about the service fee (possibly the cleaning fee) that night because trying to get settled into a new place last minute had its own issues. I will admit I wasn’t very aggressive with it; maybe it’s because during all this pandemic I feel like that isn’t what the world needs right now.

Airbnb basically told me to f&%k off on the service fee and I definitely wasn’t getting the cleaning fee refunded. I should have checked with VBRO or nearby hotels, because most times with all the fees it ends up being more expensive than a Marriott. This was one of those times.

I’m not sure if I should be upset with the host, Airbnb, myself or anyone really. It’s up to you, are you willing to take the risk? Is the pig worth it?

Respect your Neighbors: Take Your Business Elsewhere

We moved into our neighborhood two years ago. We have dogs that bark, who we have always worked with and who we continue to work with. We always stand up and stop their aggression.

Our neighbors, who have never talked to us, let us have it tonight because they want to run an Airbnb in our neighborhood. They have let us know that they will call the cops, even with intermittent barking (which we address each and every time) because our daily lives disturb their guests.

We will not abuse or give up our dogs. We feel that they choose to run a business in a neighborhood. Therefore it is not our responsibility as neighbors to accommodate their business. Full disclosure: We run an Airbnb in another local neighborhood. We tell our guests that our neighbors live here and they don’t. This is not a hotel district.

Airbnb Guest Attacked my Dog, Deleted from Airbnb

I’ve rented a few locations in Prague on Airbnb in the past two years. I had 107 four-star reviews, until a frat group from Israel arrived to get me kicked off the platform. Due to manners I greeted the guests in person at the place. They booked for seven days. I showed them everything.

Within the first five minutes, I got called “ata homo” multiple times  which I think is Hebrew for “you f%g”. I’m not the kind of guy who receives much disrespect unless people are of the utterly stupid kind, so I told them in English that I do understand them and they should show some manners. We got along great from that point on. It was fine when they were noisy or caused minor damage. They are young; they lack the respect that comes with responsibility. Not everyone has basic manners that are the basics of my life.

I live in the same district as the Airbnb. One Saturday night I walked my dog, seeing the group in front of the place. I walked by, asked if all was well with them, and if there were any issues. Suddenly one of the guys started to call me a racist (they were all just as white as me), saying that “people like you kill Jews” to which I replied with “my great grandfather actually served at Waffen-SS as a officer but those days are over, or else we wouldn’t be having this conversation now.”

This resulted in them leaving to a Vietnamese shop nearby. I was just thinking “holy crap, these f-ing tourists”. Right next to the place is one great Pizza place (and Russian food). I stopped by there, and talked with them for a bit. My dog got free food and some water… all good.

Then I heard a bottle smash into the wall next to me; the frat boys from hell threw it, shouting English and Hebrew gibberish from across the street. I just told them to be quiet – normal people live here too. They crossed the street, and some highly aggressive talking starts from them. I had no idea what was up with them.

One of them kicked my dog who was just standing beside me not giving much a s&%t about whats going on. Like he actually kicked a dog in the chest. I replied “attack” and the dog defended himself by attacking the attacker. What an absolute mess: the pizza place owner came out of his joint and threatened us with the police. The guys tried to hit him and instead earned some fists.

The police arrived, took the guy who attacked my dog to the hospital – he lost two fingers. One other guy had a mildly broken nose, nothing too bad in my opinion. All were arrested but let go the next day. I immediately contacted Airbnb over this incident and wanted them to cancel the stay of these idiots. No. I was supposed to host them a few more days until they left.

Instead, the next morning before they left the police station, I went into the apartment to pack their stuff together. A legal person (a student lawyer of my lawyers) was around to provide “neutral opinion of the situation” so nothing got stolen or anything. I bagged everything and placed it in front of the door.

The place was not really damaged but a lot of the furniture was ruined. The total costs for repairs was 427,000 CZK, almost 20,000 Euro.

The guys arrived, picked up their stuff without any issue, and left to go somewhere else. I wrote them a long one-star rating, which after five days disappeared. Airbnb deleted my account within three days, after some s&%tchat with support over three months. They sent me a letter that I am not allowed to discuss this matter anywhere else.

Now I think I will sue them, because after all, Airbnb is involved in heavy tax avoidance schemes here in Czechia. Hosts never have to pay taxes unless they do so on their own accord. Airbnb never pays taxes to the city around here because hosts are supposed to pay taxes, but Airbnb won’t even forward them to the cities in which they are renting.

Sure, it is an easy way of making money, but the people are deteriorating fast. Other hosts I know of also complain more and more that people are an utter disgrace to society. It makes one wonder: how are we supposed to get a sense of society when scum and scams never get punished?

Not quite what I expected from Airbnb

How to begin? My wife and I had never stayed at an Airbnb but needed a place in Anchorage, AK. This place was reasonable priced so we booked it.

Upon arrival, we were instructed to remove our shoes outside. Upon entering, we noticed a stairway down immediately adjacent to the front door… hazardous in my opinion, but we adapted. There was a faint animal smell to the whole place, but we have dogs; that was okay.

The room was one of two sharing a bathroom with nostalgic pictures of the host’s family. The mattress had one of those plastic protectors so I felt like an infant in a crib: very crinkly whenever I shifted in the bed. The oddest thing, among many, was that we were told that a certain cabinet held dishes for our use but we were not to use the floral dishes in the microwave. Why are they there? Why the extra rules? Just remove them.

We discovered that to go to Anchorage proper required a $20 Uber. We quickly learned how to use the bus which was its own adventure. My expectation was that we would be in a slightly or mostly separated part of the house and rarely see our hosts. Such was not the case. We got up early one morning and our host was at the kitchen table where breakfast was available. She greeted us nicely but it was just a little off putting. If you like going to your Aunt Mable’s and having her follow your every move you will love it.

We had spent two nights and got a message asking if we would like the sheets changed. The host entered our room and moved our belongings while we were out. No smoking, but the host smoked on front porch adjacent to our window. The smell of cat was pervasive. What can I say? Not wanting to be a jerk, I posted the briefest review possible and will ask more questions the next time we book an Airbnb. Not hell, but not the best.

Six-hour drive and no property access in due time

Let me begin first by saying that I sincerely value what the Airbnb company provides and the opportunities it offers for people to choose their home away from home. Airbnb is my go-to choice when I want to find a unique and personal accommodation when I’m not home. The additional welcoming hospitality from the hosts makes my stays even more memorable. However, that is not always the case and sometime the host fails to deliver.

Unfortunately, this is what happened during my last trip. This complaint is against Airbnb for not vetting their hosts sufficiently enough and not being able to resolve an issue knowing that a host was unprofessional and unable to provide the access for a guest to check in. This complaint is also against Airbnb for assigning a resolutions specialist who deliberately used pivot tactics to misconstrue presented facts and avoided providing the answers, who demonstrated a lack of action and unwillingness to comply with the Airbnb Guest Refund policy, and who were not able to manage a host and act as a mediator to enforce the company policy and the terms of agreement between the host and the client.

This complaint is also against Airbnb for their unwillingness to accept the corporate responsibility and not resolving the matter in due time, consequentially causing an additional cost to its client in a form of two calendar days of vacation until the matter had to be escalated to a banking institution. Finally, the complaint is against Airbnb for not providing me a full refund for services not delivered. I strongly advised the case manager to resolve this matter amicably before I have to contact the bank. The case manager was also advised that further escalation could also lead to respective requests and reviews on BBB, CFPB, FTC, other affiliated agencies, Yelp, FB and other social media platforms.

My wife, our dog and I were returning back to our home from our ten-day vacation. Our dog is subject to anxiety attacks and has to take his calming medication during travelling. Our last stop was going to be a one-night stay in Dallas on August 29-30, 2019. The drive to Dallas was approximately six hours to reach our Airbnb destination. The reservation was paid in full on August 4th and all required documentation submitted and approved in advance.

The terms of agreement explicitly stated the check-in was at 4:00 PM onwards as our normal check-in time. That means the access should have been readily available any time after 4:00 PM. There was no additional agreement outside of the confirmed reservation. I complied with the terms of the agreement. The host did not.

The host also requested a minimum of 45-minute advance notice in order to meet us at the property when we arrive. I complied. The host did not. I sent the host a text message at 13:54 with a precise ETA between 18:30 and 19:00. This advance notice was sent well before the 45-minute requirement set by the host. They had plenty of time to prepare and provide access. Please note that the original terms of agreement did not include a provision for a delay. Late check-in was not discussed in advance. Late check-in would have been declined and a different host would have been chosen instead. However, a 10-15 minute delay would have been tolerated.

We arrived at 18:25. That was only five minutes earlier than the advised ETA of 18:30. The key wasn’t available. The host representative was also not present. We advised in advance our arrival time as requested by the host. The host was not ready. The access was not available.

This is a clear discrepancy and a deviation from the original terms of the agreement. The host demonstrated a gross negligence and lack of professionalism. The failure to provide the key in due time is a clear violation of terms of agreement. The provided ETA was within five minutes after six hours of driving. This is precise and more than sufficient to enable prompt access as per terms of agreement. The key was initially provided and placed in the lock box.

This situation and the delay would not have happened if the key was not removed by the host for an unknown reason. The key was removed from the lockbox without notifying me in advance. The delay was not advised in advance.

I immediately called the host once the key was found to be missing. A host representative promised the key would be delivered within 15 minutes. This was already the breach of terms of agreement, but I agreed to wait. By this time our dog started to exhibit the first signs of the anxiety attack after the six-hour drive.

I called back 15 minutes later and was told by the host it would be another additional 15 minutes. Her statement had no merit based on her first promised time of delivery. By that time my dog’s anxiety attack was fully developed and we had to leave. This was a wise decision also because otherwise the total delay time would have been 47 minutes.

The host representative did not supply the key until 7:13 PM. By that time we were long gone. We had to find accommodations elsewhere. We could not wait because we were on the road for six hours and our dog had an anxiety attack. The dog takes anti-anxiety medication. Staying to wait for the key would have jeopardized the safety and the well-being of our dog. A 47-minute delay is unacceptable.

We did not stay also because the host demonstrated gross negligence and did not comply with the terms of agreement. Frankly speaking, we could not stay because the host did not provide access as promised and explicitly stated in the terms of the agreement. Additionally, the host representative chose to send additional information via text messaging while I was driving. This could have been done in advance to avoid unnecessary safety hazards.

The barrage of text messages carried a significant risk. They disrupted my Google maps and my driving safety. This is unacceptable. This is a clear pattern of behavior that can get your clients killed while driving. Also, the host representatives were clearly not aligned between themselves on the proof of identification. Hence, they ensued in a conversation in a group text message while I was driving. This demonstrated a blatant lack of professionalism and communication between the host representatives.

After my two attempts to contact the host and remedy the situation amicably in due time I immediately contacted Airbnb on August 29 at 19:08 CST and had the dispute case started to investigate this matter. The case was assigned to the case manager. I asked him to read through all the communication between the host and myself to get a sense of what really happened. I provided him with all the call history and the screenshots for reference. He got involved and called the host.

Unfortunately, the host offered to refund only 20% of the reservation cost. It is reasonable to presume that the offered 20% from the host proves the host accepted the liability for not following through with the original terms of the agreement. I’d like to think that the case manager’s role is not to simply accept what’s offered, but to see if the terms of agreement were fulfilled. I’d like to think that the role of an Airbnb case manager is to enforce the compliance and also demonstrate the ownership of the corporate responsibility when it is needed.

Unfortunately, during the course of the case investigation the Airbnb case manager failed to execute his task with due diligence by making false claims, omitting important details, deliberately avoiding to respond to presented facts and arguments, choosing not to comply with the Airbnb Guest Refund policy, and refusing to accept the corporate responsibility in accordance with the terms of the agreement.

The offered 20% is insignificant compared to incurred costs to compensate for lost time, emotional stress, and an additional opportunity cost in a form of two calendar days of vacation. Frankly speaking, in large companies a breach of contract carries an additional penalty cost over the 100% of the initial baseline agreement cost.

I sincerely hope that Airbnb will review the validity of the license agreement with the host and suspend it to avoid other similar situations in the future. All of this clearly shows beyond the reasonable doubt the failure of the host to comply with the terms of the agreement, a violation of basic safety rules, and Airbnb company communication policy.

Afraid of Confronting Airbnb Host When I Leave

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Here I am sitting in my car, the night before I check out, and I’m afraid to go in to pack for fear of my host cornering me again. I feel like I can’t even complain to Airbnb because I let her behavior continue hoping it would stop. I also moved to communicating over WhatsApp as requested by my host – which I usually never do and definitely will not be doing again.

I arrived at my Airbnb in Cascais, Portugal three weeks ago. From the second I arrived here, I knew I was in for a bit of a wild ride. Firstly, we agreed at a check in time of 3:00 PM, very typical and normal. I had arrived to Cascais earlier than expected and told the host I was ready whenever she was but that I was with friends so there was no rush. I’m not sure what she understood from that but she told me she was at her father’s birthday lunch. She said she would leave immediately mid-meal to check me in. I thought it was a bit odd since I insisted there was no rush over the phone.

When we arrived the host showed us (my friend came along) the apartment, how things worked, the keys, etc. We expected her to leave quickly as she said she had to return to her father’s meal and I said I was also in a rush. However, she stayed for nearly 30 minutes talking to us about her life, her job, the history of the building, etc. Eventually she left and my friend and I were left perplexed by her complete inability to read the room. Anyhow I settled in and life went on.

The issues I raised over the month were:

1. No kettle – this was given upon request, which was great.

2. The front door entrance to my basement apartment was pitch black – I was told nothing will be done about this, to use the light on my phone. That was scary but I’m used to now.

3. I can quite literally hear a pin drop from from the upstairs apartment. It was so bad I have woken up thinking I am being broken into or haunted more time than I can count. Every single thing my neighbours do sounds like it is coming from inside my apartment. The host says it’s normal and if I really want she can tell them to stop wearing heels but it’s nothing to do with walking around; the key inside their door sounds like it in my door, their dog sounds like it in my apt. Again, I am used to it now; my dog is not though.

4. Then the wifi went down, and is still down two weeks later. She said it was my fault. I don’t know how it’s my fault as I barely used it but again there was nothing that could be done.

5. At check in, the host said there was no washing machine but to give her anything I need washed and when I wanted the place “serviced” to ask. When I asked, she only dropped off clean sheets for the bed. The second time she said to use the local self service laundry. The third time I asked she said it was not included as I’m not paying the cleaning fee, that she only offered the weekly service to me at check in because “I offered you that in case you read all the advertised amenities.” I have no idea what that means, but I had to buy a mop and sweeping brush.

6. Entering the apartment when I was not there. I had to specifically tell her not to go inside the apartment unless I have given permission or was there. Her response: “Besides, Airbnb is like a family where people should trust one another as if we were in one.” My mother was visiting and was asleep; she woke up to this host standing over her. What the actual ****?

Weirdly enough, all these issues haven’t bothered me as much as when she approaches me in person. She’s so odd and her English is really backwards. I don’t really know if she knows what she’s saying.

One time she woke me up to tell me the neighbors have been complaining about me for throwing my trash bags out the window. I asked to see the trash in question, so to claim my innocence but was denied. I was told it was definitely me, cause the lady next door said so. I had to literally close the front door on her face as she wouldn’t stop ranting at me. She just kept getting louder and more angry talking over me, so I left the conversation.

One time she knocked, just walked into the apartment uninvited and started a rant about me disrespecting her and her house and that the money I pay is going to her and not her neighbours. That I need to more respectful of her and her house. She then told me to move my clothes to a different part of the apartment that she doesn’t want to have to call over a builder to fix the damage I am causing by using that particular clothes rail.

Last week she cornered me in the hallway to tell me that my dog has been pooping in the neighbour’s yards – I quickly apologized and went to clean it up. All I found was cat poop. I picked it up as she was watching from her balcony, even though it was not my dog’s mess. I should have told her to shove it up her ***.

A couple days ago I told her I’m blocking her on WhatsApp and to only contact me via Airbnb so I have some proof of her madness. It’s a bit late now; I haven’t seen or heard from her since. I leave tomorrow and I think I would rather leave in the middle of the night than face her. She is tiny in size but is definitely psychotic.

Our Private Home Rented Without Our Knowledge

We were in the process of arranging to rent a portion only – no pets allowed – of our holiday house on Airbnb with the owner-operator, who had access to the house. We had not completed the necessary renovations, most importantly a locking door to separate our private area from the rental area. We left New Zealand with the plan on pause until our return. To our horror, when we returned, we learned that our entire home had been rented out repeatedly starting just after we left. Numerous adults, children and pets were in our home, free to go through all of our personal belongings. The house was infested with fleas, and hundreds of dollars of new linens and the TV decoder were missing. The manager denied everything, but did compensate us for the missing items and flea treatments. So… all this person had to do was tick a box on Airbnb saying they had permission to rent. This is outrageous. Airbnb’s reply? “Really sorry, but not our problem.” How can this be legal?

Hosts Beware: The Host Guarantee is a Crock

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911 to all hosts: a must read. I had a $42,000 claim due to damages to my newly renovated $400,000 home. These Airbnb guests were the first people in the home since its purchase. They carved into furniture; two large dogs were brought into the home destroying furniture, carpets doors, paint, and more. Upon discovering this, I had the guests removed. I immediately filed a claim with Airbnb and their $1,000,000 guarantee. I was told that the insurance team would be in touch within three days.

After five days with no answer, I began calling and emailing, again with no response. When I called, they told me that they had everything they needed and they don’t know why there is a delay. Still, there is no substance to their promises or guarantees. This went on for three months. I had to pay out of pocket to repair and replace everything in the entire house that I had only finished remodeling and furnishing a month before.

After three months I received an email stating I had 72 hours to respond or the offer will be withdrawn. I couldn’t believe what I was reading. I was forced to accept a disrespectful amount to cover at least some of my losses. I have since watched Airbnb Nightmares on Netflix and have learned Airbnb has a history of not paying its hosts for damages by the guests. We are business partners and I have been a Superhost for over 2 1/2 years. Why would they not compensate me for these damages? Hosts beware.

 

*****Update 10/17/2018******

Boynton homeowner takes on Airbnb over damage

Airbnb Host Lost My Cat After Payment Problems

I was staying at an Airbnb for a couple weeks with my two cats. I have only ever had positive experiences. My host was a little… unique, but nice. Last night she drunkenly stopped by and in her intoxicated state mentioned something about a problem with my card? I didn’t know what she meant. Then my nightmare began.

I tried logging into Airbnb, and couldn’t. It wouldn’t say why. I sent a message and they said it would be reviewed. Then I found the email I used and checked it and they had sent me an email a couple hours earlier saying they thought the charges were fraudulent and refunded them. I Googled a support number and called, explained the situation was urgent and I needed to make sure my host was paid. They said they would call back in 48 hours.

I was in a separate house and my host was gone all night. I couldn’t get ahold of her. I had to leave eventually and when I came back she had evicted me, thrown all my things out, taken some of my things, was cussing me out, and, lost one of my cats. She knew I had two cats and she let one out. She didn’t care. I was trying to pay her in cash or work something out since I don’t know what happened with the Airbnb payment and I wanted to make sure she was paid.

I found out my beloved cat was set free, and she didn’t care. She didn’t listen. She threatened to stab me and have me arrested for grand larceny. She told me I had five minutes to get out. Amidst all the crazy cussing, the insults, and the name calling I could barely process I may never see my beloved pet cat ever again. I can assure you, we will never be using Airbnb again after this. I will tell every person I know of what my experience has been like the past couple of weeks.

I keep trying to figure out what I did wrong. I called, I tried desperately to contact people, and I offered to pay cash. That was before she evicted us. We wanted to make sure our host was paid. Nothing helped. I may have lost my beloved pet forever because of this. Why anyone would think it was okay under any circumstances to let someone’s pet out loose like that? I will never know.

She could have put him in his carrier, but she didn’t. She didn’t care I lost my pet in an area we had never been to before and I don’t know anyone. I never knew Airbnb had horror stories, until today and I found this site. I will never forgive myself for this. She seemed fine with letting me work on it to figure it out and that’s what I desperately tried to do. She was completely unavailable to contact and Airbnb was also impossible itself to contact. We will never use Airbnb again. I will tell everyone I can to never trust them ever again.